Customer Service
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Customer Service
25-04-2019 7:40 PM
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To find they reset my username and password on my hub. So couldn’t get online. Another lengthy call and I’m back on. I can’t reply to their tickets but fail to see why they change my hub credentials when I am using 4G on my mobile. Possibly my biggest mistake joking this joke of a company who also refuse to cancel an add on I didn’t want or ask for and eventually offered to credit me back 50% as it wasn’t their fault I didn’t cancel it. Guess what? They sent me tickets that, yup you guessed it, I cannot reply too.
Had enough and Ofcom complaint and Ombudsman next steps
Re: Customer Service
03-05-2019 9:35 PM
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Hi there.
I'm sorry for the issues you're experiencing and for the delayed response.
Could you advise what happens when you try to login to the member centre? If you're getting an error with something along the lines of invalid credentials and you're sure you're using the right username and password, it may be that your browser is storing old data so have you tried logging in using a different web browser or device that you haven't previously used before?
With regards to your connection it looks like you're back up and running now?
Re: Customer Service
03-05-2019 10:56 PM
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Moderator's Note(s)
Thread moved from General Chat to My Account/Billing.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Customer Service
04-05-2019 9:21 AM - edited 04-05-2019 9:22 AM
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Customer services are rude and unhelpful. The lady I spoke to the other day refused to listen, raised her voice to me and wouldn't et me get a word in edgeways.
You cannot access the portal to make a payment. They cut you off when your payment is not even overdue. They dont give a monkeys about their customers at all.
OfCom is now the way forward sick and tired of their shoddy service now.
Re: Customer Service
04-05-2019 9:45 AM
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Hi @Dwareham24,
I'm very sorry that you had a poor experience when you last called us. If you'd like, we can get this call listened to and pass on any feedback for the advisor internally?
I'm sorry that the splash screen was restricting your services despite you being within the 14 day period in which you can make your payment, and for any inconvenience that this caused you. Our billing team are aware of this issue and are working to resolve this.
Re: Customer Service
04-05-2019 9:50 AM
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Customer services have been made aware of these issues for months and months and months and months.
Plusnet make a massive deal in your advertising about customer service yet you treat your customers like rubbish.
Can honestly say I hate being plusnet now and will be seeking further advice and help from Ofcom.
Have attached images showing the issues
Re: Customer Service
04-05-2019 10:39 AM
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Re: Customer Service
04-05-2019 12:18 PM
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@EmilyD there has been tons of feedback passed on ,,, but yet still waiting for any change since the last 8 months
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