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Fault for 2 months and still no near to resolution

dwpowell
Newbie
Posts: 3
Registered: 31-12-2009

Fault for 2 months and still no near to resolution

It is amazing how you achieved any Customer Service Award when you can not resolve a fault of your own doing! This fault is now 2 months old and still know where being resolved, being passed from pillar to post and nobody contacting me. I have paid for a service that I can not use since 4 Nov 09. Even the BT Engineer stated it is PlusNet's problem. I am sorry to burst your bubble but your customer service is not providing a quality service.  Just to add more injury the PN advisor even gave the WRONG Circuit No to the BT Engineer to test..!!  It appears that from all previous Rants & Raves...PN always say sorry but they never fixed the problem.  I can not understand why PN can not allocated a Ticket to an individual to act as PM for that ticket to its conculsion?  I am sick off speaking to different CSC staff and getting know where!
7 REPLIES
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Fault for 2 months and still no near to resolution

I don't know what the situation is on your case, but BT engineers blaming someone else seems to be standard practice.  Sad I've seen another case recently where BT haven't configured things correctly at the exchange and then tried to blame Plusnet.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
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Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Fault for 2 months and still no near to resolution

Sorry about the problems you've been having, I took a quick look at the fault and it looks very odd. I've asked one of our faults team to pick this up for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
dwpowell
Newbie
Posts: 3
Registered: 31-12-2009

Re: Fault for 2 months and still no near to resolution

Hi Chris,  lets see what happensHuh?  Your fault team will say nothing to do with us....already checked..seems fine..no fault!  If somebody will take off the 'capped' limits then it may work!  My profile is set @ 750k with 1mb limit.  Have your Manager Darren ring me!  Oh yer that is pointless you do not ring customers...you rely on them ringing you!  I can only ring as my internet is always down!!!!  I am using a mobile internet usb stick at my own cost to talk to you!!  I really do not think you will ever fix this problem as nobody is really interested or even bothered taking responsibility to resolve this issue.
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Fault for 2 months and still no near to resolution

I'm sorry you feel that noone is bothered about this, I can assure you that's not the case.
Quote
If somebody will take off the 'capped' limits then it may work!  My profile is set @ 750k with 1mb limit

One of our faults agents rang BT yesterday and they advised any caps should have been removed, however as I say I got some odd info when I quickly tested your line which is why I've asked one of our faults team to take an in depth look.
Darren is actually a manager of a different team and isn't on shift today to call you. I'll get back to you once I've heard more from our faults team as to what's going on.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
dwpowell
Newbie
Posts: 3
Registered: 31-12-2009

Re: Fault for 2 months and still no near to resolution

Thanks Chris...I will not hold my breath...you know what I mean...after 2 months and all that!  If this not resolved then I will contact your CEO Anthony Vollmer.
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Fault for 2 months and still no near to resolution

RIght, I've just seen an email sent through to a specialist team in BT regarding your fault, and the ticket will be updated with that info shortly.
There is also a request for a manager to give you a call from the agent dealing with your ticket.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Fault for 2 months and still no near to resolution

Hi there,
I've updated your ticket with some further information about this, sorry about the delay in getting this resolved but hopefully we'll get this sorted soon.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff