cancel
Showing results for 
Search instead for 
Did you mean: 

Upgrading mobile - New package

Gray1
Hooked
Posts: 7
Registered: ‎04-10-2018

Upgrading mobile - New package

Can't believe that after spending last 2 weeks (3/4 calls) checking for stock of a new handset I finally managed to spend over 30 minutes getting my mobile upgrade sorted to only find out yesterday that +Plusnet have no record of this ever actually happening!!! I paid an early upgrade fee and was told that the new handset would arrive the next day (Tuesday) so can you imagine my surprise when Customer Service member had the unfortunate situation of telling me this wasn't the case - no record???? Now I have to wait for telephone conversation to be listened too and wait for the outcome!!! I almost feel as though I am the one who has done something wrong or have misunderstood something - looks like something untoward is going on and all isn't as it should be. Lack of sales training with staff maybe?? Now my son is quite aggrieved at the fact he was getting a new phone & upgrade to now be told "Sorry son but this isn't happening"!!! Apart from waiting now for the customer service member (who was quite helpful, well as much as he could be without all the details) to come back to me to advise what is the situation. #iratecustomer  #poorservice

8 REPLIES 8
RebekaPreston
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 929
Fixes: 31
Registered: ‎25-11-2016

Re: Upgrading mobile - New package

Hi Gray1,

Sorry for the late reply. 

If this hasn't already been resolved, I would advise to contact our Sales Team on 500 free from the SIM, as they specialise with upgrades and can investigate this further for you. 

- Rebeka 

Gray1
Hooked
Posts: 7
Registered: ‎04-10-2018

Re: Upgrading mobile - New package

Unfortunately your delayed reply fits in with this whole process at +Plusnet. The actual upgrade has now gone through after 4 weeks of trying BUT it still isn't completed as per the required agreement. It took over 5 days for the SIM to be activated and the specified data should have increased from 3Gb to 6Gb this still hasn't happened.
When the original upgrade was supposedly completed the order at your end wasn't actioned correctly so the handset and SIM never arrived then I had to wait 48 hours for the phone conversation to be listened too and re-order the complete upgrade all over again additionally the payment I made in the first place seems to have disappeared and is apparently stuck in a holding area (agreed that this is to be returned to my account) - this still hasn't been returned to my account after 16 days???? 
 
The technology service has been unbelievably poor!! I have to keep calling +Plusnet for updates and keep going through the whole rigmarole of what has happened, what is supposed to happen and what isn't happening. Customer Service team have tried to help but have to keep raising a complaint ticket and I have to wait another 5 days for this to be investigated. 
 
As you can tell my patience are now waring a little thin and I am certainly NOT a happy customer. I have had my monthly bill reduced from £35 p/m to £33, I have had a £10 credit added to my next monthly bill, I have been offered several bolt-ons of which I don't need and I still can NOT get a straight answer of where is my payment? When will I receive this money back and when will my data increase to the agreed amount???
 
Completely lost for words and just hope I might be a one off customer and nobody else has to go through this farce - I have friends and colleagues who really can't believe that over a month later I am still having to chase something up with this upgrade.
 
As for your SALES team I think you really need to ensure they ALL have adequate training to complete this function.
 
By the way I made yet another call on Monday 14-1018 and I am STILL waiting for any update as to where my refund money & data is??? 
 
Now completely had enough - it isn't difficult is it????
Gray1
Hooked
Posts: 7
Registered: ‎04-10-2018

Re: Upgrading mobile - New package

Here I am again over 5 weeks on now and still the whole issue I have raised HASN'T been dealt with or even progressed. Finally spoke to a manger at the 3rd time of trying (Saturday 3td Nov) and he genuinely sounded interested in trying to resolve my issues. So here I am 48hours plus (Thursday 8th Nov) and nobody from the complaints team has even tried to call me or communicate with me over this issue. My money back request has now been raised for the 3rd time of asking (another 10 day wait) until I have to get back on to customer service to raise this issue AGAIN. Please if you are thinking of upgrading your account - DON'T, let the contract finish and change provider, look to EE, Vodaphone, 3 - anyone but +Plusnet!!!!

The money I am chasing isn't even a large amount but it is now the principle of this. As for any compensation that has been mentioned absolutely nothing what so ever is being spoke about...ZERO communication. I spoke with someone on Wednesday and was told give it till Friday and call us back AGAIN??? What for to go over the whole process, get old no manager available to speak to me and I will raise this yet again but no reply from ANYONE!!!! Does this company really care...probably not as they have your money and don't deal or react to any complaint raised - How many other customers are going through similar problems.

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: Upgrading mobile - New package

Hello @Gray1

 

I am sorry to hear your query has not been dealt with yet and that you have chased this matter up several times with our mobile team.

 

Can you please PM me with your full name, your mobile number and your full home address, including your postcode, so we can have a look into this for you?

 

Kind regards,

 

- Wakas

 

 

Gray1
Hooked
Posts: 7
Registered: ‎04-10-2018

Re: Upgrading mobile - New package

Hi,

Waiting now for some further communication - still no sign of my £26.00 refund in to my account? Apparently +PLUSNET deem that the credit provided to my account is acceptable? Regardless of my time, effort, frustration and total confusion why a 3/4 simple issue CAN'T be fixed at the first time of raising and asking!!!!!!!!

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Upgrading mobile - New package

Hello @Gray1 I am sorry about this however my colleagues you have spoken with are not in the office. I can only apologise for the delay here. It may be best for you to call our Support teams to get this sorted on 0800 079 1133. That been said if you are happy to please PM me with the information asked for above , once done please reply back on here so I can pick it up.

Gray1
Hooked
Posts: 7
Registered: ‎04-10-2018

Re: Upgrading mobile - New package

Details sent through AGAIN!! Really am fed up now with the whole service provided by +PLUSNET - With NO resolve!!! Angry

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Upgrading mobile - New package

Thanks for that @Gray1, I have replied via PM.