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A very frustrated customer

akashkarki
Newbie
Posts: 6
Registered: 07-09-2015

A very frustrated customer

I didn't realize switching to plusnet would be such a nightmare experience.
I ordered Broadband and phone end of July with switchover date planned last week. Heard nothing despite being past from pillor to post with nobody taking any personal responsibility to solve the problem. Have had to wait again for provisions team.This time after finally getting through I am get off mid sentence and have to start all over again.

It is clear that this team is understaffed. If they can;t handle the extra demand for customers then they shouldn't bother attracting them in the first place.
18 REPLIES
Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: A very frustrated customer

don't worry, there are just as many customers apparently leaving, so the overall customer numbers should be increasing by that much Wink
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: A very frustrated customer

Hi there,
I'm really sorry for the delay in provision. I can see that you provided us with a MAC key, which is a bit of an outdated process. I feel that this may have confused our systems a bit.
I'm not surte why your previous provider will have provided this, but I must say that on this occasion it means it's a Plusnet error, so I have to hold my hands up and admit that.
In terms of staying in touch, feel free to PM me, but your order is progressing correctly now and I cannot foresee any further issue.
Matty
EDIT: Did you previously have an account with us a couple of years ago? Looks like we have previously held your number.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
akashkarki
Newbie
Posts: 6
Registered: 07-09-2015

Re: A very frustrated customer

Matty
I was a former customer over 2years ago.
How do I PM you ?
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: A very frustrated customer

If you click on my name, there should be an option to "Send personal message" under Actions.  Smiley
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
gofaster
Rising Star
Posts: 364
Thanks: 11
Registered: 01-08-2007

Re: A very frustrated customer

The option for "Send this member a personal message." is actually under "Additional Information"
There is no Actions section on that page.
Moderator
Moderator
Posts: 26,317
Thanks: 1,410
Fixes: 75
Registered: 14-04-2007

Re: A very frustrated customer

...or click the right hand of the three icons under Matty's avatar.

Customer and Forum Moderator.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: A very frustrated customer

@gofaster - Meant this section
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Superuser
Superuser
Posts: 11,334
Thanks: 2,759
Fixes: 22
Registered: 22-08-2007

Re: A very frustrated customer

Matty,
I suspect that you are a privileged user and see more / different options than we mere mortals are blessed with!  Cheesy
Kevin
Mayfly
Aspiring Pro
Posts: 1,121
Thanks: 85
Fixes: 1
Registered: 04-06-2009

Re: A very frustrated customer

You can either click the left right icon under a members name or click their name and scroll down to the bottom under where it says 'Additional Information' and there is a link to 'send personal message'.


Always muddling left and rights!!
Moderator
Moderator
Posts: 26,317
Thanks: 1,410
Fixes: 75
Registered: 14-04-2007

Re: A very frustrated customer

Don't you mean the other left icon (the right one) Wink

Customer and Forum Moderator.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Mayfly
Aspiring Pro
Posts: 1,121
Thanks: 85
Fixes: 1
Registered: 04-06-2009

Re: A very frustrated customer

Yes, everyone should know it's the other left.....  Cool
akashkarki
Newbie
Posts: 6
Registered: 07-09-2015

Re: A very frustrated customer

MattyC I have sent you a PM, please let me know if you can confirm receipt as nothing is showing on my outbox.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: A very frustrated customer

Regarding Outbox
Go to http://community.plus.net/forum/index.php?action=profile
Then personal message options
Click on save a copy etc.
akashkarki
Newbie
Posts: 6
Registered: 07-09-2015

Re: A very frustrated customer

MattyC. Still not heard anything from anyone. What's going on?