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Has PlusNet support got worse?

BobbyV
Hooked
Posts: 9
Thanks: 9
Registered: 05-01-2018

Has PlusNet support got worse?

I've been with PlusNet for years, I don't raise tickets that often but the tech guys used to be absolutely fantastic, rarely more than a few hours to get an issue solved.

Well, I raised a tick on Wednesday and as of now, Friday, no response at all.

Is this normal for PlusNet these days, or has something gone wrong?

9 REPLIES
hbpIII
Newbie
Posts: 1
Registered: 05-01-2018

Re: Has PlusNet support got worse?

That's in line with my experience too. And the wait on the phone for an answer is diabolical -- more in line with the bad old BT than "we'll do ya proud" PlusNet!

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Re: Has PlusNet support got worse?

Moderator's note:

Moved to appropriate board.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

rongtw
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Registered: 01-12-2010

Re: Has PlusNet support got worse?

@BobbyV Tickets are no longer the way to report faults Sad  and have be sort of forgotten as a Option .

PN prefred option is Phone Sad   or social media Twitface , or last port of call here .

With some luck a staff member will pick this up Thumbs Up

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BobbyV
Hooked
Posts: 9
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Registered: 05-01-2018

Re: Has PlusNet support got worse?

The problem is, I have severe hearing issues so can't use the phone with any success.
My network settings (which I can't change) prevent PN Chat from working.

I got a friend to phone and have a ticket opened, but needed to send details, which I added to that open ticket.

 

Therefore, I have an open ticket, I have a ticket number and the ticket shows up, and I can add comments to it, but no one seems bothered about sorting it.

This seems a shocking way to run a customer support system to me.

rongtw
Seasoned Hero
Posts: 6,973
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Registered: 01-12-2010

Re: Has PlusNet support got worse?

Sounds like you have a similar problem like our @shutter  a forum member , unfortunately his hearing is a problem .

@Gandalf  will help Thumbs Up

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BobbyV
Hooked
Posts: 9
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Registered: 05-01-2018

Re: Has PlusNet support got worse?

Discrimination on disability terms is now illegal PlusNet

BobbyV
Hooked
Posts: 9
Thanks: 9
Registered: 05-01-2018

Re: Has PlusNet support got worse?

I've just had a message saying "Our question system does have a 72 hour SLA which we are within" so I guess those people who can use Chat get instant answers while those who cant, have to wait 3 days,

I don't think this is "doing me proud"

BobbyV
Hooked
Posts: 9
Thanks: 9
Registered: 05-01-2018

Re: Has PlusNet support got worse?

PlusNet has just been in contact, even the 3 day SLA is a joke because they tell me the team that add the DNS records don't work weekends, so I'm stuffed until next week.

rongtw
Seasoned Hero
Posts: 6,973
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Re: Has PlusNet support got worse?

Not Good Plusnet Sad

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