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Why do some people's issues get taken up

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Dabbler
Posts: 13
Thanks: 1
Registered: ‎01-07-2016

Why do some people's issues get taken up

and not others? 

I can see from the board lots of us in the same boat with a smattering of people's comments have been addressed by "Staff" and look as though they are being resolved , other very similar comments though are passed over. 

I posted last Friday about my order being stuck, still nothing: 

 

I signed up, got all the emails saying order would be processed etc, then got a letter "welcome to plusnet" and heard nothing since at all. When I look on my account, it says I am waiting for an answer to a question that has been raised . See txt below.

I have responded to this, asking what is going on, but still heard nothing. Is there some huge backlog?

 

This question has been raised because a Unlimited UK & Mobile Calls sign up was attempted, but failed because the telephone number ******** is already in use on another Unlimited UK & Mobile Calls account. Please verify that this is the case, and resolve any issues with the account to allow the customer to sign up.

4 REPLIES 4
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Rising Star
Posts: 63
Thanks: 25
Registered: 4 weeks ago

Re: Why do some people's issues get taken up

I'm in the same position as you, cut of by previous provider and no internet for 2.5 weeks now!

My posts have been picked up by staff, they're trying to progress it but no actual progress yet.

My advice is to keep posting, over and over and over again. I started about 10 different threads, eventually, someone gave me a call!

Good luck

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Superuser
Superuser
Posts: 3,949
Thanks: 2,384
Fixes: 16
Registered: ‎10-04-2007

Re: Why do some people's issues get taken up


@breakinpig wrote:

My advice is to keep posting, over and over and over again. I started about 10 different threads, eventually, someone gave me a call!


This is not good advice!  Multiple repeat posts just add delay and confusion when they are short staffed.

 

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Rising Star
Posts: 63
Thanks: 25
Registered: 4 weeks ago

Re: Why do some people's issues get taken up

And yet individual posts go ignored
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All Star
Posts: 471
Thanks: 318
Fixes: 11
Registered: ‎01-08-2007

Re: Why do some people's issues get taken up

@MauriceC 

That is the crux of the matter. Why is a communications company unable to sort out home working etc., so that they are not as short staffed as they apparently are even after all these months since lockdown in March? Where there is a will there is a way....but it seems that Plusnet do not have the will to try to improve things. A lot of other companies and organisations seem to have managed much better.