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Agents need more training on IP Profile and the Plusnet mirror

Community Veteran
Posts: 38,439
Thanks: 1,016
Fixes: 61
Registered: 15-06-2007

Agents need more training on IP Profile and the Plusnet mirror

As the Plusnet profile on my line hadn't updated after a resync I contacted you via chat this morning and although I got there in the end it was clear the agent didn't understand the system

I have the transcript if staff would like it

Also this is from the transcript - come on this is the UK not the USA

Chat start time  April 27, 2017 5:36:02 AM EST Chat end time  April 27, 2017 5:49:50 AM EST

5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,086
Thanks: 791
Fixes: 171
Registered: 25-03-2015

Re: Agents need more training on IP Profile and the Plusnet mirror

I'll make sure the chat is reviewed and the appropriate feedback is passed on.

 

I'll also pass on feedback regarding the time stamps on the chats, I agree this should show an appropriate time zone and not one for the USA.

Thanks for flagging this up.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Community Veteran
Posts: 38,439
Thanks: 1,016
Fixes: 61
Registered: 15-06-2007

Re: Agents need more training on IP Profile and the Plusnet mirror

same problem again today - sync speed 54,190 and Plusnet profile was only increased from about 44Mbit to 50Mbit as the agent didn't understand so I have given up

Plusnet Help Team
Plusnet Help Team
Posts: 4,086
Thanks: 791
Fixes: 171
Registered: 25-03-2015

Re: Agents need more training on IP Profile and the Plusnet mirror

Sorry to hear that. I've passed feedback on and made sure the profile is now correctly set to 54,000

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Community Veteran
Posts: 38,439
Thanks: 1,016
Fixes: 61
Registered: 15-06-2007

Re: Agents need more training on IP Profile and the Plusnet mirror

thanks Harry

Plusnet Help Team
Plusnet Help Team
Posts: 4,086
Thanks: 791
Fixes: 171
Registered: 25-03-2015

Re: Agents need more training on IP Profile and the Plusnet mirror

No problem Jim, let us know if there's anything else we can help with Thumbs Up

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team