"We'll do you proud" that really needs to be taken off your logo because, well , it's a bit of a joke of late. There are some wonderful and skilled people at Plusnet, but I think there are also some that are not being trained up to a good standard. In the last month I have had problems with three separate orders for fibre on three separate accounts \ addresses. On one account the order was taken but not submitted and it took three months and two routers before that mistake was identified and corrected. On two other accounts, the speed for fibre was actually half the speed of the ADSL product I was on to start with, the order for fibre should never have been recommended but the available speed was never checked. I have also had problems with two other of my accounts all to do with the flaky referral system. These problems alone, I did not complain about, mistakes happen.
I now have a problem with my father's account and it leaves me no choice but to complain. I am a named administrator on his account. He had a stroke some time ago leaving him in the position where he cannot talk or understand what is being said to him. Over the last two or three months he has had several problems with his phone service requiring a BT engineer visit. The problem has always been with BT and not my father's phone, we also tried other phone just to make absolutely sure, and on each visit the engineer got it working again without touching his phone, he was also never charged for the visits, that tells me his phone was not and more than likely still is not the problem. I phoned Plusnet today. The Man I spoke to told me he needed to speak to my father in order to authorise a visit, I told him he could not speak due to the effects of a stroke, he sympathised but insisted he had to speak with him. I am in Brazil and my father is in his home in England, he has a mobile phone but he no longer knows how to use it - you can see the problem here? The Plusnet rep told me he would try and ring him and text me if he got no answer. He was about to hang-up when I reminded him he needed my number before he could do that. I didn't fancy waiting another 45min on the phone so I asked him if he could look at another account I was having problems with, he said he could and asked for my user name for that account, within seconds he told me he could see the problem and had fixed it but it would take some time before bill for £0 that was stopping me from accessing my account would be removed. I question whether he even tried to do it as 1 it was so quick and 2, if this guy was such a stickler for rules, how come he did it without asking me for the account password?
Up to now I have had no text and to be honest I don't think I will get one from him. O and surprise surprise I still cannot access my account either. Can someone here tell the Plusnet rep I spoke to that you cannot speak to a man that cannot talk, and also check if he did or did not do what he said he was going to do with my account?
Is having to leave for another provider really the only option here? And what is the point of me being an administrator when I don't have the power to get problems fixed? I hope you train more staff up soon and get them call waiting times down, it's costing me a lot of time and money ringing from Brazil. And until you do - Its no longer ethical for me to recommend Plusnet.
Thanks