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Re: Poor and slow support.

thisoldman
Grafter
Posts: 1,220
Thanks: 2
Registered: ‎06-04-2009

Re: Poor and slow support.

okrz  that is a terrible experience you are having. Your contract is with pn not bt so its up to pn to sort things out. One of the posters here is sadly out of touch with consumer law.
Maybe if pn staff spent lees time here  http://www.ispreview.co.uk/talk
complaints/problems
and focused on pn forum problems things might happen quicker.
best wish to you okrz  by the way how how you got on the net?
16 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Poor and slow support.

Quote
Your contract is with pn not bt so its up to pn to sort things out.

Correct, which is what James is doing.
Quote
Maybe if pn staff spent lees time here  http://www.ispreview.co.uk/talk
complaints/problems
and focused on pn forum problems things might happen quicker.

The team spend a very small amount of their time on ISPreview, I'd be surprised if it amounted to more than an hour or two a week.

@okrzynska
Apologies for not updating your phone number in our systems on Tuesday afternoon, I checked both numbers via our line checker and it wasn't showing the new number as active, hence I waited until the next day to update it. In hindsight I should have updated your ticket to say this, so sorry for that.
Hopefully James will get things sorted soon for you and you'll be back online.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
thisoldman
Grafter
Posts: 1,220
Thanks: 2
Registered: ‎06-04-2009

Re: Poor and slow support.


Yes james is v good but why is he having to do dc jobs by himself?  and i have seen pn staff on other forums
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Poor and slow support.

Thisoldman,
The Digital Care team are responsible for a wide range of forums and digital media, in addition to other internal communication roles that they are responsible.
I picked up this case from a complaints management point of view (which I'm entitled to do so!).
Whilst yes, we are responsible for fixing faults for our customers, the main issue does appear to have been caused by his voice supplier, which caused an initial delay in our pgressing the fault to BT Wholesale.  Unfortunately we're not able to raise a fault with his phone supplier, because it isn't us, but I did check with a few people to see if there was anything glaringly obvious that had gone wrong.
You may note that this reply is longer than 5 words.
thisoldman
Grafter
Posts: 1,220
Thanks: 2
Registered: ‎06-04-2009

Re: Poor and slow support.


yes i noted. i have repeatedly commended you on your efforts,but it still seems to me that bt are causing you and your staff so much trouble its time you ditched them
Steve
Seasoned Pro
Posts: 6,817
Thanks: 315
Registered: ‎13-07-2009

Re: Poor and slow support.

Quote from: thisoldman
but it still seems to me that bt are causing you and your staff so much trouble its time you ditched them
Have you any evidence of this to support your claim?
If life gives you lemons, make lemonade.
thisoldman
Grafter
Posts: 1,220
Thanks: 2
Registered: ‎06-04-2009

Re: Poor and slow support.


read the forums steve and pn staffs references to bt  simple as that mate
magnetism2772
Grafter
Posts: 983
Registered: ‎06-06-2010

Re: Poor and slow support.

i see the relationship like this
bt have bought plusnet
plusnet sell rents on bt products
plusnet are responsible to the customer and  not bt
plusnet trying to deal for customers wen they are responsible to their boss bt
bt are the winners all round 
Steve
Seasoned Pro
Posts: 6,817
Thanks: 315
Registered: ‎13-07-2009

Re: Poor and slow support.

Quote from: thisoldman

read the forums steve and pn staffs references to bt  simple as that mate
Nah not buying Into that, Knowledge Is power.
If life gives you lemons, make lemonade.
thisoldman
Grafter
Posts: 1,220
Thanks: 2
Registered: ‎06-04-2009

Re: Poor and slow support.

i have just foned bt and asked them if i changed my home fone number will it affect my bb and they said no way no way
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Poor and slow support.

Rather you than me - I wouldn't trust them as far as I can throw them.
Having said that - their present phone deal is very tempting
magnetism2772
Grafter
Posts: 983
Registered: ‎06-06-2010

Re: Poor and slow support.

they did a number change for me
it was hassle free and also free of charge , but  then again i was a bt customer
magnetism2772
Grafter
Posts: 983
Registered: ‎06-06-2010

Re: Poor and slow support.

but i did not have bb
Steve
Seasoned Pro
Posts: 6,817
Thanks: 315
Registered: ‎13-07-2009

Re: Poor and slow support.

You don't get any special care being with BT to any other supplier, Infact Plusnet Is far superior to BT, These forum's prove that alone. So It's not about BT or Plusnet really, It's about who works for them Wink
If life gives you lemons, make lemonade.
magnetism2772
Grafter
Posts: 983
Registered: ‎06-06-2010

Re: Poor and slow support.

well my phone and bb are working so 10/10  
and to the digital care team , and moderators and everyone else who have supported plusnet customers all over the year 
my personal thanks
Merry Christmas Plusnet
x regards