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Is Plusnet totally inept?

brokengreen
Dabbler
Posts: 21
Registered: ‎27-01-2008

Is Plusnet totally inept?

About 2 weeks ago I Phoned Plusnet to  change my address and telephone number after the usual 30 minute wait (how can a company keep people waiting so long)  getting back to my point.....told them the date BT was connecting my new number  along with the telephone number along with my new address.

So on the 28  of September my phone is connected but no Broadband after another 40 minute wait holding on the line waiting for somebody to answer the phone I'm told I have to wait a further 6 days to be connected to broadband?
BT tell me Plusnet can put me on line straight away but the totally inept Plusnet has other ideas.

10 years I've been with this mob and regrettably I've just signed up for another year because I needed yet another Router (sign up or pay). 

Can't wait for the year to end and go with a professional company that puts the customers first.

 

9 REPLIES
RobPN
Seasoned Pro
Posts: 1,262
Thanks: 265
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Registered: ‎17-05-2013

Re: Is Plusnet totally inept?


brokengreen wrote:

 

 

10 years I've been with this mob and regrettably I've just signed up for another year because I needed yet another Router (sign up or pay). 

 


So what's wrong with buying your own router?  I certainly wouldn't sign up with an ISP just for the sake of getting a subsidised router.  Roll eyes

 

brokengreen
Dabbler
Posts: 21
Registered: ‎27-01-2008

Re: Is Plusnet totally inept?

I fully agree I should have forked out and bought a router...(on hindsight)

Community Veteran
Posts: 14,396
Thanks: 717
Fixes: 10
Registered: ‎01-08-2007

Re: Is Plusnet totally inept?

Why is this in general chat instead of feedback?

And signing up just for the sake of a free router on credit is daft. Plusnet routers are very basic and not terribly reliable.

I need a new signature... i'm bored of the old one!
Community Gaffer
Community Gaffer
Posts: 17,666
Thanks: 659
Fixes: 162
Registered: ‎05-04-2007

Re: Is Plusnet totally inept?

So on the 28  of September my phone is connected but no Broadband after another 40 minute wait holding on the line waiting for somebody to answer the phone I'm told I have to wait a further 6 days to be connected to broadband?

Broadband orders take a minimum of 4 working days, if we were the phone provider too we could possibly have done this as a simultaneous order, however as we had to wait for the line to be active before placing an order this is the earliest it can be done for.

BT tell me Plusnet can put me on line straight away but the totally inept Plusnet has other ideas.

BT are wrong and giving you incorrect information. The *minimum* lead time on an ADSL order is 4 working days, fibre is generally around 2-3 weeks.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 8,546
Thanks: 943
Fixes: 9
Registered: ‎02-08-2007

Re: Is Plusnet totally inept?

@brokengreen

? professional company that puts customers first ?

which company(s) do you have in mind ?

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,532
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Registered: ‎01-12-2010

Re: Is Plusnet totally inept?

Let me think ??  the one that puts Profit first , cuts support to the bone ,removes the best way to contact them ,

could say more Smiley

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JayG
Pro
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Registered: ‎30-10-2011

Re: Is Plusnet totally inept?

UK based call centres/customer service provision is more expensive than offshore-based, which is why PlusNet, with more or less the same low cost, loss leader offers, no loyalty benefits business model as the other budget ISP's has struggled to maintain the level of CS which I believe really did make it stand out as one of the better mass market ISP's a few years ago.

In a nutshell, we don't pay enough to sustain the level of after sales service that some of us remember and all of us would like to see continue, although I'm not saying that PlusNet are doing all they could do to maintain standards even with the current business model.

They can't rely forever on their historical reputation for good customer service when clearly many people believe it is now slipping back towards the rest of the pack, one or two of which are notoriously bad in that respect (and the reason I left to join PlusNet.)

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,532
Fixes: 12
Registered: ‎01-12-2010

Re: Is Plusnet totally inept?

The local call center is a main reason why people join PN to get away from someone you cant understand .

when i first came here 6 years ago there was hardly any complaints , But now Undecided

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davidj66
Rising Star
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Registered: ‎04-09-2008

Re: Is Plusnet totally inept?

Unfortunately post 8 is correct - for example I haven't paid ANYTHING for u/l broadband for the past 2+ years...and won't be paying anything until Jan. 2018!! Also, by use of a legacy calls product with ALR AND the services of 18185 ,I have only paid a couple of ££s for calls over the same period...so the only way PN get money from me,is via the line rental.

Therefore, I know that I'm not going to get the levels of service of a few years ago when I was paying £17.99 per month for a limited b/band service!!