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FAO Plusnet reps

dsluk
Grafter
Posts: 38
Thanks: 6
Registered: 30-05-2012

FAO Plusnet reps

Please take a look at Question #118620535
Here's a small snippet for those that are curious to see "Multi Award Winning Customer Service" in full swing!

xxxxxxxxxxxxxxx - CSC Analyst
2:26pm, Tuesday 2 Feb 2016
Dear Mr xxxxxx,
Thank you for getting in touch with us regarding your ongoing fault.
I have contacted the faults team regarding this and they will be back in touch with you shortly.
We appreciate your patience in this matter and we apologise for any inconvenience this may have caused.
Kind regards,
xxxxxxxxxxxxx
[Email notification sent to: xxxxxxxxxxxx]
xxxxxxxxxxx - CSC Analyst
3:59pm, Tuesday 2 Feb 2016
**internal**
Mr xxxxxxx called regarding he was advised after calling us today he would get a call back regarding this from faults within this next 10 minutes after the call. I expressed my apologies regarding this. And advised that our systems are down which we use to carry out testing. I advised i can still see its in the hands of faults and he should get updated shortly.
Kind regards,
xxxxxxxxxxxx

Your Response
3:59pm, Tuesday 2 Feb 2016
Regarding the above note from xxxxxxxxxxx, he advised me that he had spoken to faults, who were going to do some tests and call me back in 10 minutes (feel free to listen to the call to verify this!) It is now nearly 4pm and no callback from Plusnet. Plusnet's continued utter contempt for their customers is appalling.
Your Response
10:04pm, Friday 5 Feb 2016
its now 21:57 on 5th February, I am currently being held in a queue on your phone system which is over an hour long, I suspect I'll be cut off when you close without being answered. I'm also sitting in a chat queue, which has been telling me there are 4 customers in front of me for the last 25 minutes. Is this what you call award winning service? I think not. The reason I am calling? It has now been 3 days since I was told your faults team were performing some tests and I would be called back in 10 minutes!
Let me ask you a direct question, do YOU think this level of service is acceptable?
PS, it is now 22:02, I'm still in a queue, and there are still 4 people in front of me in the online chat queue.


I'd love a public explanation for this utterly abysmal service I'm receiving, I'd also like to know why the Complaints Team still have not contacted me regarding the letter from Ofcom I received via my MP which I have now uploaded twice now.
Oh, and if you were wondering how I got on with the chat system.......have a look below........You may also be wondering about the phone call, it is 22:19 the queue music is still blaring away, its been nearly an hour since I called, they are now closed yet I am still in a non existent queue which I'm gonna leave on speakerphone in the background to see just exactly how long it goes on for.

info: at 21:44:17
Thank you for talking to us today - we'll be with you shortly.
All of our teams are currently helping other customers. There are 9 customers waiting before you. Thanks for your patience.
info: at 21:46:17
All of our teams are currently helping other customers. There are 8 customers waiting before you. Thanks for your patience.
info: at 21:48:17
All of our teams are currently helping other customers. There are 6 customers waiting before you. Thanks for your patience.
info: at 21:50:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 21:52:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 21:54:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 21:56:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 21:58:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience
info: at 22:00:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 22:02:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 22:04:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 22:06:17
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: at 22:08:17
All of our teams are currently helping other customers. There are 3 customers waiting before you. Thanks for your patience.
info: at 22:10:17
All of our teams are currently helping other customers. There are 3 customers waiting before you. Thanks for your patience.
info: at 22:12:17
All of our teams are currently helping other customers. There are 3 customers waiting before you. Thanks for your patience.
info: at 22:14:17
Sorry, there's currently no one available to chat with. Please try again later.
info: at 22:16:17
Sorry, there's currently no one available to chat with. Please try again later.
4 REPLIES
RobRS
Grafter
Posts: 53
Registered: 29-10-2015

Re: FAO Plusnet reps

Sounds like the same level of service that I have been getting. For the past 2 weeks.
Had a nice chat(argument) with a guy in the faults team today who was quite unhelpful and frankly rude.
good luck. Smiley
Anon
Pro
Posts: 405
Thanks: 121
Registered: 16-04-2007

Re: FAO Plusnet reps

And in this thread HarryB, Plus staff said
Quote
I can assure you that we don't intentionally ignore complaints on here.

SO WHERE ARE THE STAFFHuhHuhHuhHuhHuhHuhHuhHuh?
Whatever happens always remember "We will do you
.........................proud" say Pnet.
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: FAO Plusnet reps

Sorry for the chat experience, unfortunately as chat closes at 10 occasionally this can happen.
I can see that you've had a response from the faults team and an appointment has been booked.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
dsluk
Grafter
Posts: 38
Thanks: 6
Registered: 30-05-2012

Re: FAO Plusnet reps

Hi Chris,
Thank you for replying. ticket #118620535 has been closed by Plusnet staff, without any answer to the questions raised in it. The uploaded documents have been ignored, as has my explanation of the fault. The Engineer has just been (A Yorkshire engineer, sent up to Scotland due to Openreach up here being severely short staffed, he was allocated my job from where he is temporarily based in Anstruther, Fife -  60 miles away!) The Engineer thinks there may be 2 issues at play, a faulty DSLAM at the cabinet and/or REIN from a large factory nearby, He advised he will reflect this in his notes. He has replaced the VDSL Router and checked all the wiring/sockets. One of my neighbours is an IT specialist and is having the same issues as I am with his FTTC, I uploaded his letter from BT onto my fault ticket to show it is not just me, this has been ignored and now closed!
My issue was raised on ticket number #118620535, can I ask why, yet again, a ticket has been closed which contains important information, which has sat for days without a response and is then just closed without addressing the issues with me? You call that award winning customer service? I call it a disgraceful attempt at customer service not worthy of any award. I have done my best to provide information to Plusnet to assist them with dealing with my fault, yet I am being treated with utter contempt by the company, and I am not alone judging by the feedback provided by Plusnet customers on here.
Disgusting state of affairs! If this display of utter incompetence is a reflection of BT being involved with you then god help me when they start messing with my mobile provider EE, who are bad enough right now and I suspect will get even worse under BT's control. I had a lot of dealings with James Bailey in the early days of my fault, one of his resolutions was to bring my phoneline to Plusnet and I vowed I would never use BT again if I could help it as James immediately diagnosed a major fault on my line which BT were incapable of detecting for over 9 months! Now you are owned by them and the service is absolutely diabolical, its always been a bit iffy, but never as bad as it is now. I'm beginning to think that Plusnet really has passed the point of no return.