Agents need more training on IP Profile and the Plusnet mirror

[#1]

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

[#2]

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.

[#3]

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

[#4]

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

[#5]

thanks Harry

[#6]

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