Poor service
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Poor service
09-10-2014 11:21 PM
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Re: Poor service
10-10-2014 9:10 AM
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I'm really sorry to hear of the issues you've experienced. I know the call wait times have been very frustrating and thanks so much for bearing with us.
Regarding your fault, I'll ask a member of the faults team to have a look into this for you to ensure it's resolved as quickly as possible.
Thanks for letting us know. Someone will be in touch with you shortly
Re: Poor service
10-10-2014 10:05 AM
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Thank you for your reply and the call you have just made to me. As I said on the phone actions speak louder than words.. I am pleased you are personally taking responsibility for my fault log. I wait with baited breath to see rapid results.
Re: Poor service
10-10-2014 5:38 PM
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Re: Poor service
10-10-2014 6:42 PM
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I'll endeavour to get you some form of update.
Really sorry for the inconvenience.
Matty
Re: Poor service
10-10-2014 7:38 PM
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I see something from William on the ticket.... something about another engineers visit possibly for tomorrow morning but unconfirmed - also its says be calling at 2am!... mmm ok. Dare not respond to his post as it will bump the ticket into the bottom of the pool according to Alexandria m
await some up form of clarification update...
Re: Poor service
10-10-2014 7:53 PM
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Our supplier's systems are down and it has caused us a world of problems today.
The last update I'll be able to give you this evening is that our faults team are in until 9. If the systems jump back up, then you will be first in the queue, and we will try to book you an appointment for tomorrow. If this doesn't happen, your account has been handed over to someone to distribute to a faults analyst tomorrow morning.
Obviously, were hoping for the former to happen. I'm really sorry for the problems and I hope they get resolved soon.
Matty
Re: Poor service
10-10-2014 8:44 PM
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Just dont know what to say anymore - other than i dont think i will ever see a decent fibre connection ever again....
Re: Poor service
10-10-2014 9:46 PM
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Re: Poor service
11-10-2014 10:02 AM
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Re: Poor service
11-10-2014 10:10 AM
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Re: Poor service
11-10-2014 10:44 AM
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It's possible that the work will get done sooner rather than later. I don't believe any actual time scale has been given to us though.
I'd love to be able to call Wholesale/Openreach and get a guarantee that the work will be done now for you, but I'm afraid that due to other commitments, they wouldn't agree to this.
I trust this clarifies,
Tony
Re: Poor service
11-10-2014 12:04 PM
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Thanks - I do know what you are saying but i am sure people in plusnet could easily get infor back from BT - after all you are a sister compnay owned by them
Also as its always so hard to talk to anyone in plusnet - review the history on the fault log and I know Alex Devine has taken ownership of this and you will find out why i am frustrated and fed up for a very good reason (think you have plenty of other customers too that are fed up and frustrated).
I am looking at alternatives as we are heading into week two with no results - makes me wonder if it ever will be resolved and its such a same as i have referd people to this company and they too have experienced this poor service, i never beleived them till now and regret recomending the company to them as they blame me in a way.
Also would be grateful... in my frustration to get someone to respond to me my tele number appears int he first post - could you "censor" part of it please - thanks
Re: Poor service
11-10-2014 12:08 PM
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Re: Poor service
11-10-2014 2:17 PM
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Since speaking to you I've started a conversation to BTw (which I'm still in actually). I'm not getting confirmation that the work was done this morning and I'm being told to wait until Monday for an update. I am continuing to chase though and if I get anywhere, I'll let you know.
Tony
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