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Do you think PlusNet gone Downhill ??

TORPC
Grafter
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Registered: ‎08-12-2013

Do you think PlusNet gone Downhill ??

As per the tittle during it's current Management
21 REPLIES
Community Veteran
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Registered: ‎18-01-2013

Re: Do you think PlusNet gone Downhill ??

In what way ?
Speed ? Service ? Forum ? Reliability ?
Bit of a pointless post for a company which is rapidly expanding - there will be issues.
Sgc12
Dabbler
Posts: 23
Registered: ‎09-10-2014

Re: Do you think PlusNet gone Downhill ??

Speed and service in my case...week two still waiting
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Do you think PlusNet gone Downhill ??

The various ways that have clearly been mentioned in the forum
Please bear in mind, that there are BTO related issue(s), that are not a direct fault of PN
Rapidly expanding (yet they should of done that prior to a massive Add campaign) not afterwards, as it is currently, the system(s) are unable to cope & kick customers connections to the kerb (as been proved @least 3 times)
Take last night for a prime example Sad
chandu
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Registered: ‎30-12-2010

Re: Do you think PlusNet gone Downhill ??

I think Customer service has suffered a bit lately.  I also think that attitude of some agents is a bit cocky.  Sad
Community Veteran
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Re: Do you think PlusNet gone Downhill ??

Clearly a yes in support and stability.
Performance probably no.
rongtw
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Re: Do you think PlusNet gone Downhill ??

Unfortunatly PN are looking into things but nothing gets Fixed  Embarrassed
sureley they can fix the Go to back of que ticket thing quite easy , so why is it still there ? and there is the terrible phone call waiting time .
Come on PN do us proud again like you did a few years ago
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Re: Do you think PlusNet gone Downhill ??

I'm not sure what is to be gained from this thread.
I can see from the various topics that I read there are many areas with problems that need sorting/rectifying some more urgently than others.
Personnaly I have been affected by a couple of issues recently including billing and faults. My experience is that PN resolved the issues satisfactorily and in a timely manner. All call-backs happened as promised.
I try to avoid using tickets unless absolutely necessary as past experience has frequently proved them to be inefective.
Do I think PN is going downhill? No. Is there room for improvement? Yes
I don't see the point of registering a vote, though.

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Re: Do you think PlusNet gone Downhill ??

So the response times to tickets, and answering the phone haven't got worse then Mav?
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Re: Do you think PlusNet gone Downhill ??

if you haven't had a need to interact then you can't say, for me it's not got any worse.
also as you know speed, connection etc can be down to a lot of things pn don't have control over.
badly worded at best and utterly pointless at worst.

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Re: Do you think PlusNet gone Downhill ??

The replies to my recent use of the ticket system were quicker than expected.
Over the 6 months or so I have rang 4 or 5 times and only once (last one) was there any significant wait. I could forgive that based on the previous calls.
I am not trying to detract from other's bitter experiences just telling how it has been for me.

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Re: Do you think PlusNet gone Downhill ??

A letter from my power company made me think.
Due to their recent offer they say they've had a massive amount of new customers.
They go on to say that they are proud that their helplines still get answered in under 30 seconds.
I think the current average was 22 seconds.
Community Veteran
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Re: Do you think PlusNet gone Downhill ??

I wonder what the average call length to a power company is compared to an ISP - I know when we set up a helpline dealing with Windows, we could have calls ranging from a few minutes to a few hours. I'd rather not have idle staff adding to my broadband bill and wait a couple of extra minutes in the queue.
You'll also find that when broadband goes down or has other issues, many people are affected and will all call at the same time - you can't plan for that kind of random scenario though.
I do agree that during the rest of the time, having enough staff to keep the queue times to a few minutes would be good.
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Re: Do you think PlusNet gone Downhill ??

On Average calls to First:Utility have been in the region of 40 minutes before I get to talk to anyone. When I was BT it was in the region of 3 to 5 minutes.

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Re: Do you think PlusNet gone Downhill ??

Was that to speak to a BT call centre in India though?