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Not so award winning service

Venutius
Newbie
Posts: 9
Registered: ‎27-01-2015

Not so award winning service

One of reasons I am switching to PlusNet is their award winning customer service.  I had reason to use it today, this before I am even connected.  I placed an order to switch to PlusNet and was informed that an engineer would arrive on the 23rd January.  He never arrived.  I phoned customer service and an automated message told me that the connection hadn't be activated and hung up on me. Today I get a text from an unknown number telling me that my connection had been refused and asking me to confirm my details.  I phone customer services again and got the same automated message but this time it didn't hang up but broadcast some awful music for some time until an operator finally answered.  The operator and an accent and he talked fast making it difficult to understand.  He seemed to assume that despite switching from Tesco that I would have an existing PlusNet telephone line, why?
When I pointed out that my phone line was with Tesco he asked if I wanted to keep my existing number (I had received an email from PlusNet previously informing me I couldn't keep my number). He then said it wouldn't take him long to fix it and that was the last I heard from him, no "Goodbye". No, "Is there anything else I can help you with".  I hung on to the phone for five minutes until I realised that he had hung up.
My suggestions  are as follows:
1.  Instruct your operators to speak slower.  People up in years tend to have difficulty in understanding accents they are not very familiar with.
2.  If you're going to play music use calming tracks not upbeat or heavy metal it helps keep the blood pressure down.
3.  Do your research and get your story accurate, giving customers different messages is confusing especially those of us up in years
4.  If there is a change of plan inform the customer immediately,  I waited in all afternoon for the telephone man.
5.  Close the call with the customer.  Politely would be nice but at least indicate that you have ended the call.
26 REPLIES
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: Not so award winning service

Hi Venutius,
This is all very valid feedback, so thanks a lot for providing it to me.
Theoretically,
Quote
1.  Instruct your operators to speak slower.  People up in years tend to have difficulty in understanding accents they are not very familiar with.
3.  Do your research and get your story accurate, giving customers different messages is confusing especially those of us up in years.
5.  Close the call with the customer.  Politely would be nice but at least indicate that you have ended the call.

I think I can attribute these three to the agent that you spoke with, so I'll make sure that I get this fed back.
I'm sorry to hear that you had to wait in. I'll pass your account over to our provisioning guys to get you up and running ASAP.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Venutius
Newbie
Posts: 9
Registered: ‎27-01-2015

Re: Not so award winning service

Thanks for your help Mattie, unfortunately it seem to be in vain.  I used your Order Tracker webpage today to find out I have no order.  I clicked the link on the page for chat only to be told I was talking to the webpage team.  They did transfer me to the customer service team but surely if you are the Order Tracker facility then links to online chat should take you to the right team.  The customer service team told me they didn't know what was wrong and that they would pass it on to the orders team.  I tried phoning but the wait is interminable.  If this is award winning customer service I would hate to think how the rest of industry perform.
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Not so award winning service

Hi there,
I've just had a look at your account to see what's going on. Could you reply to the open ticket on your account and let us know the address and phone number so we can check we have the correct details. I ask as the original order failed as there is no phone line showing at the property.
You can update the ticket with this info at contactus.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Venutius
Newbie
Posts: 9
Registered: ‎27-01-2015

Re: Not so award winning service

Thank you Chris,
I will reply and confirm my details again.  I had confirmed my details once before to a previous question asking for details.  I am beginning to question whether or not your company actually wants my business
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Not so award winning service

Thanks, sorry about the confusion but I was going from the tickets on the account. One of my colleagues is sorting the orders out asap.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Venutius
Newbie
Posts: 9
Registered: ‎27-01-2015

Re: Not so award winning service

My broadband has been up and running for a week now, a few teething problems but nothing major.  My telephone service is another matter.  When the BT Engineer called to install the fibre he told us he did not know of our new telephone number but that the number he had been given was our original telephone number.  He rang that number and it worked fine.  Great we thought, we are keeping our old number.  The next day our friends told us that they could call us on our landline number.  PlusNet had changed our number and hadn't got the decency to tell us.  Its called the FOFO protocol I believe.  Also I had paid for caller ID.  That's not working.  I went on the PlusNet site and tried to use their "Telephone Panel".  That informs me that my phone isn't set up yet.  I suffer from chronic medical conditions and it is essential that my GP and specialist can reach me on my telephone.  Thank you PlusNet for cutting that line of communication.  Are you trying to see if you can make the most mistakes whilst activating a new customer account.  If so please stop.  I would like to receive some of your "Award Winning" service, now would be a good time.
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Not so award winning service

I am sorry to see that you've experienced these problems. Could you please raise it officially on your account (help.plus.net) and so we can look into the issues for you. Thanks.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Venutius
Newbie
Posts: 9
Registered: ‎27-01-2015

Re: Not so award winning service

On top of everything else I find that you PlusNet Assist program is not compatible with Internet Explorer 11.  This browser was released in October 2013, how long do you need to update your software.  All my nightmares about my dealing with BT are coming back to haunt me.
I think your service is absolutely awful.  I will change as soon as my contract is finished
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Not so award winning service

The "service" is generally quite good, it's the provisioning that still seems to be a big issue in some circumstances and this appears to be a combination of Openreach foul-ups coupled with an apparent inability of Plusnet Provisioning staff to spot the cases where there is a foul up occurring.
paulwalker6789
Dabbler
Posts: 20
Registered: ‎15-01-2014

Re: Not so award winning service

Sorry, just had to post a reply to the last message. PN customer service is, I am afraid, rubbish. They seem to equate good cusstomer service with merely having a call centre which is UK based. Where their various awards come from i have no idea.
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Not so award winning service

Quote from: Venutius
On top of everything else I find that you PlusNet Assist program is not compatible with Internet Explorer 11.  This browser was released in October 2013, how long do you need to update your software.

You've had a lucky escape - if it was compatible you might have been tempted to use it! Most of the experienced users on here wouldn't touch Plusnet Assist with a barge pole, there's absolutely nothing it does that cannot be done directly if you are pointed in the correct direction (post on here what you need to do and someone is sure to help).
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Superuser
Superuser
Posts: 12,772
Thanks: 4,031
Fixes: 26
Registered: ‎22-08-2007

Re: Not so award winning service

Quote from: paulwalker6789
PN customer service is, I am afraid, rubbish. They seem to equate good cusstomer service with merely having a call centre which is UK based. Where their various awards come from i have no idea.

Hi Paul,
Good to see you back in the forums...  back in April last year, in a long feedback post (your last prior to this one), you said...
Quote from: paulwalker6789
4. I am still with PN despite all of the above. They are providing what I want, and I am doubtful that any other provider would be better...  Also their complaints handling team were unfailingly polite, rang when they said they would, and in at least one instance tried their best to help. There are companies out there who would simply have told me to take my business elsewhere. I can be very difficult, and unbelievably persistent.
5. To summarise I do actually think that PN deliver a good service at not a great price, believe it or not.

Have you encountered specific issues since then which have given you cause for concern... if you did, was there a reason you did not seek assistance again from the forums?
Kevin
RollandButter
Newbie
Posts: 1
Registered: ‎04-03-2015

Re: Not so award winning service

Quote from: paulwalker6789
Sorry, just had to post a reply to the last message. PN customer service is, I am afraid, rubbish. They seem to equate good cusstomer service with merely having a call centre which is UK based. Where their various awards come from i have no idea.

Haha! A man with my way of thinking :-D I would hazard a guess that any rewards for customer service came from a 'jamboree bag' (I hope you are old enough to remember them)
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Not so award winning service

@RollandButter
Sorry for the problems you've had so far, it looks like we may need to get an engineer booked to investigate this further. Can you reply to the fault ticket with your availability and we'll get this booked asap.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff