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Plusnet - Worst online protal and customer service

htfoodltd
Interested
Posts: 2
Registered: ‎31-10-2017

Plusnet - Worst online protal and customer service

Worst online protal

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During the start of this month (10-October) I applied online but i didn't get any email and it was showing first payment deducted but error while setting direct debit.

I tried multiple times. When I checked with customer care they were unable to see anything. However, When i checked with bank they mentioned there were 4 future debit payments scheduled from plusnet. But when checked again with plusnet they were unable to see anything.

 

Worst Customer care

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After that Customer care person suggested the transfer of service. However When i called again on 19th, another customer care person mentioned that the transfer is not possible so a new account has to be created with new order(So my first 10 days wasted).  A new order was created on 19th-OCT.

On 25-OCT, we got email for providing the existing line number. We provided the number on 27-OCT. When we didn't see any activity till 31st-OCT, I called the customer care today. When I called again they mentioned  'Oh ! its a transfer of service and existing owner has to call'.

If this is the case, why new account was created. I already mentioned everything from the beginning, why the customer care provided wrong information and created new order. Also No communication to customer about what is required to complete the order.

 

I am really very upset and now thinking to leave Plusnet. Already My 1 whole month is wasted. Nor I will recommend anyone.

5 REPLIES 5
Gandalf
Community Gaffer
Community Gaffer
Posts: 25,919
Thanks: 9,554
Fixes: 1,512
Registered: ‎21-04-2017

Re: Plusnet - Worst online protal and customer service

Hi there.

I'm sorry to hear of your experience.

 

Just so we know how to help you best, are you signing up a Mobile Phone account, or a Broadband/Home Phone account?

 

Also, mind dropping me a PM with your username too and I'll be happy to see if I can help in any way?

 

Anoush

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
htfoodltd
Interested
Posts: 2
Registered: ‎31-10-2017

Re: Plusnet - Worst online protal and customer service

Hi Anoush,

 

Thanks for your reply.

 

I have PM you the details.

 

Regards,

Townman
Superuser
Superuser
Posts: 20,190
Thanks: 8,226
Fixes: 104
Registered: ‎22-08-2007

Re: Plusnet - Worst online protal and customer service

@jaread83 - off topic - any thoughts on how this topic got started here without labels please?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Mav
Moderator
Moderator
Posts: 21,659
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Registered: ‎06-04-2007

Re: Plusnet - Worst online protal and customer service

@Townman

There were some changes made when moving threads to Plusnet Feedback. I have added the labels manually now.

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

Townman
Superuser
Superuser
Posts: 20,190
Thanks: 8,226
Fixes: 104
Registered: ‎22-08-2007

Re: Plusnet - Worst online protal and customer service

@Mav,

Thank you - I did not consider a manual transfer cause - I feared a technology loop hole.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.