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Are Plusnet taking the Pee out of me?

torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Are Plusnet taking the Pee out of me?

Problem after problem after problem, then last week I was PROMISED publically on this forum that my broadband provide will completed on ADSL+2 today, and that Adam Walker will personally over see the order and make sure that, and my billing are correctly implimented.
Well I got home from work just now, switched on the PC to find nothing has been touched.
So, I phone Plusnet to ask what the hell is going on, and I am told that I was informed last Friday that the order date had changed AGAIN and is due to complete on the 25th April now.
Erm, Plusnet, you certainly did not tell me that last Friday!!
The only communication I had from Plusnet last Friday was on this forum, promising me that the order will complete today!
I asked the chap to transfer me to the cancellations dept, just to be told they are only open Mon - Fri 9 til 5..
Convieniently the time I, and most of the country, are at work and unable to contact them!!

Plusnet is truely the worst experiance I have ever had from a company, and that includes Sky and BT, atleast they complete the order before pee'ing you off!

As I am at work during the day, earning the money I give to Plusnet, I would like to request any Plusnet staff that read this, please email me my MAC code straight away, Im off!
14 REPLIES
Lurker
Grafter
Posts: 1,867
Registered: ‎23-10-2008

Re: Are Plusnet taking the Pee out of me?

You need to request it via the ticketing system rather than from here.
Unfortunately the wizard will try to take you to a page telling you to call - but your contract says you can serve notice this way if you choose - so just raise a general ticket - making it clear that you understand they'd prefer you to call, but that it is not convenient to do so.
They have issued MACs for me in the past this way (reminds me I need to order another one this week!)
That said, it's only a short call to request your MAC, so if you can find a couple of minutes at work (I know not everybody can!) it's not too arduous - the cancellations line seems to be answered pretty quickly. (When they are in the office!)
torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Re: Are Plusnet taking the Pee out of me?

Hi James mate.
I did request it by ticket, and was told no can do, send a recorded delivery letter!
Thank god O2 now do phone lines...
stiffnuts
Grafter
Posts: 27
Registered: ‎23-03-2010

Re: Are Plusnet taking the Pee out of me?

There bloody cowboys. I left after 10 days of disgrace.
1. Sent me texts and email with incorrect information about my order.
2. My service started off on 288kbs.
3.Contradictory responses from customer services and faults on differrent occassions and giving wrong information about line training and initial speed.
4. Promised update but no update.
5. Customer Services told me me it would take 3 days for my ip profile to change when I rang up after it finally going up after 10 days (incorrect information).
6. When I reported the original fault they then sent me a whole list of new and unrelated questions. (Dont try to justify this plusnet)
7. Messed me about over my MAC
8 Its like browsing through treacle and download speeds are terrible in the evening. (If I move to pro then its unrestricted but with 20gb limit what a joke).
Im looking forward to getting an early termination fee. I will fight it all the way.
Customer services are so terrible that the only place to get a sembelance of support is here. What a damning indictment on plusnet faults and call centres and rubbish ticket service.
torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Re: Are Plusnet taking the Pee out of me?

Update..
Plusnet did tell me on Friday the date had changed..... via a service message hidden in the ticket system... like I check that everyday!!
torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Re: Are Plusnet taking the Pee out of me?

Stiffnuts, Im going through it all at the moment.
I am not amused mate I can tell you!
If I behaved this way at work, I would be in the dole office by now!
Lurker
Grafter
Posts: 1,867
Registered: ‎23-10-2008

Re: Are Plusnet taking the Pee out of me?

Quote from: torbayguy
Hi James mate.
I did request it by ticket, and was told no can do, send a recorded delivery letter!
Thank god O2 now do phone lines...

Refer them to clause 19 and then subsequently clause 49 of the Terms and Conditions.
Quote from: Terms
Ending the service
 19. Once we have provided the service, you may tell us to stop providing it at any time by giving us 10 days' written notice, unless the service terms say otherwise. We can stop providing the service by giving you 10 days' written notice.

Quote from: Terms
Other things we need to tell you
 ...
 48. If you wish to give us notice you must do so using one of the following mechanisms. No other form of communication will be accepted, unless specifically stated otherwise in this agreement:
        1. To us: by phoning our customer options team or in writing to:
        2. Plusnet Plc
           Internet House
           2 Tenter Street
           Sheffield
           S1 4BY
           UK
        3. We will give notice to you at the appropriate website using the Help Assistant tool or email to the address provided by you and/or the email address we have provided to you as part of the service if you have chosen one when you take the service from us, or by post to the address provided by you in the Customer Order.
        4. Any notice given by the Help Assistant tool or by email shall be deemed to be served on the day of transmission. In the case of written postal notice, notice shall be deemed to have been served on the date of acceptance by signature of the recorded delivery or 2 Working Days after the date of posting, whichever is sooner.
        5. If you do not choose to take an email address provided by Plusnet, it is your responsibility to provide us with a valid email address of which it is your responsibility to keep up to date on your account.
        6. We will let you know about all service and price information and other related communications by writing to you via the contact email address you have provided and/or the Plusnet default email address if you have chosen one when you take the service from us. We will also provide the same information by adding a service note to your account. In the event that your email address is not up to date then it is your responsibility to check for service notes on your account. Account Service Notes can be viewed at http://contactus.plus.net


It's not the agent's fault that PN don't train them properly. (note point 48:4 - referring to any notice you may serve on PN by the help assistant - also worth noting you are allowed to serve notice by email, although no address is given.)

torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Re: Are Plusnet taking the Pee out of me?

Cheers James, Im going to quote that down the phone in a moment.
Lurker
Grafter
Posts: 1,867
Registered: ‎23-10-2008

Re: Are Plusnet taking the Pee out of me?

Just bear in mind, that in principle, PN (Overall/powers that be) have nothing against you requesting your MAC code.
They do however want the opportunity to understand what they need to improve to prevent people from leaving in the first place.
The guys on the 9-5 cancellation desk are expected to be 'a cut above' and able to understand and try to help on most problems.
As long as you remember that this is the only reason that they want you to call that line, it gets simpler to make your point logically and calmly.
They are obliged to let you go if you want - and you are not obliged to speak to a specialised team if you don't want to.
However, if you think there is a chance that you could be swayed if the response was right (no matter how far fetched it might seem now), you are better speaking to the folks with the knowledge and power to perhaps make it happen.
I'm often quick to criticise PN - but they are pretty good at listening and taking on board what people say - It might not change anything for you now, but they might in time react to a nugget of what you say, and perhaps in 12mths might be an appealing place for you to return to.
Just a thought, and an attempt at being even handed for once!
torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Re: Are Plusnet taking the Pee out of me?

I hear what your saying James, but after the excuses, stretched truths, bad information, damn right lies, lack of information, incorrect billing information, and all that before I have even been connected properly, I have had enough.
For me to pay hard earned money to anybody, it has to be deserved, and in my case, Plusnet dont even deserve to be trading!
I have just signed up with a different company for my phoneline, and am waying up the pros and cons of a few broadband companies.
One things for sure, I will never use Plusnet or recomend Plusnet, ever again.
Once bitten twice shy Im afraid.
Thanks for your advice though mate.
torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Re: Are Plusnet taking the Pee out of me?

After an hour on the phone to a chap, there could be a ray of light...
He was very pleasant and helpful, but then so have other people!!
This is Plusnet VERY LAST repreive!!
Copy and paste of ticket below, regarding phone call.

[internal] Please look at account and see why 21cn order has not completed. The account should have originally being provisioned on 21cn but the order was cancelled, The order appears to have failed a number of times too. Please investigate what has happened to cause the dalay and then contact the customer and advise.
Please also get back to me so that I can monitor.
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Are Plusnet taking the Pee out of me?

Hi Torbayguy,
Just to clear up something that James mentioned earlier - we accept a MAC request by two ways - In writing (a letter) or by a request over the phone.  We don't accept a request via tickets as we try to speak to everyone that wishes to cancel (if you wrote a letter we'd try calling you aswell).
Your ticket is currently with our Provisioning team awaiting their review of your failed answer.  I hope you hear back soon and I'm certain that a member of the digi care team will be along shortly to have a look into it to see if they can see why things have gone wrong.
I'm sorry you've had a pretty rough time of it of late.
Plusnet Help Team
Plusnet Help Team
Posts: 13,549
Thanks: 253
Fixes: 69
Registered: ‎27-04-2007

Re: Are Plusnet taking the Pee out of me?

FYI I am now dealing with your issues on this post http://community.plus.net/forum/index.php/topic,85218.16.html
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
torbayguy
Grafter
Posts: 207
Registered: ‎18-03-2010

Re: Are Plusnet taking the Pee out of me?

I wont hold my breath James.
Adam, you told me last week you were dealing with things, and look whats happened.
Plusnet Help Team
Plusnet Help Team
Posts: 13,549
Thanks: 253
Fixes: 69
Registered: ‎27-04-2007

Re: Are Plusnet taking the Pee out of me?

torbayguy,
Please refer to my response on the other thread:
http://community.plus.net/forum/index.php/topic,85218.16.html
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team