Hi,
I'm bringing this to the forum out of sheer exasperation. I have issues at every point of contact with Plusnet - more recently after speaking with a Manager we reached an agreement about how an ongoing speed issue would be dealt with which involved me also having a discussion with COT. All was fine until my recent billing email showed the offer had not been applied correctly. I called to find out what was going on and was told the offer was being applied and a part refund for the difference, he then went through the terms and conditions and I questioned a couple of these as the Manager agreement was that contractual obligations would be nullified in resolution of the complaint I had raised. This is now being questioned and a ticket from the COT member of staff implies I'm trying change the agreement which I am not, I am simply trying to accept the verbal agreement between myself and the manager. James Bailey had assisted me several times prior to leaving Plusnet, one of the resolutions he put in place was the supply of FTTC 80/20 which was stable for over 6 months at near those speeds, after a village wide power cut the speeds dropped and never returned despite intervention by BT Engineers who all said the line can and should support the higher speeds. Plusnet are now saying the maximum my line can handle is 38mb and go on to say that I cannot raise a fault unless it drops below 31. I am synching at around 50 and getting downloads of about 46/7 uploads were around 15, now dropped to 9. BT Wholesale speedtest indicates line can support between 38 and 50 which infers that anything lower than 38 would be classed as a fault by Wholesale, but not Plusnet. I also have a Huawei Modem, but am connected to an ECI cabinet and there has been some discussion around this being the cause of the sustained speed drop.
Plusnet have refused to ask Wholesale to match the modem to cabinet (ECI to ECI) but have offered to send one of the new VDSL combined routers once they are available, whilst awaiting this the agreement was that I would be price matched onto a lower product but the connection would remain uncapped to allow me to possibly see a rise in speeds once the new combined VDSL router is received. This has now been called into question by a Manager in COT saying that a Manager in Faults cannot make those promises and used the example of a mechanic in a garage can't agree to sell you a car at 5K less than the salesman! Come on Plusnet, make up your mind! You cannot pull out of a previously agreed resolution just because you feel like it, especially when that agreement is recorded on a telelphone call and the tickets indicate that this is to happen. To be honest if Plusnet think it is the mismatch modem/cabinet issue then get an engineer out to swap out the modem for an ECI one. Here is a few other belters I discovered along the way
Plusnet Complaints Code of practice advises to raise issue vis chat or phone - the chat agents can't handle complaints!
Staff are unaware of policy on Manager callbacks, some say 2hrs, some 4hrs, some 6hr and some by close of business! e.g. COT close at 8pm yet Plusnet advertise 24hr support.
Help Assistant, once you can actually find it, and get into the tickets you cannot raise a HLE complaint ticket if there are already 4 tickets open, to close a ticket I need to phone in and wait 40+ minutes in a queue!
Tickets are closed stating 14 days inactivity but I am not advised that there is a response and it is not always clear when I can eventually get into the ticket system as some staff are closing active tickets with info I have not yet seen
I am currently dealing with a Manager in COT who has said he has looked through all the tickets and cannot find the information he needs to verify the deal yet I found them within 15 minutes of looking! I have been dealing with this now for over 4 hours, and frankly getting absolutely nowhere. Plusnet need to decide what route they want their customers to take, ensure that staff leave accurate notes, and ensure that callbacks and tickets are not routinely closed or ignored. Please take a look at part of a chat I had earlier, the staff member says he will need to take it up with someone as the quoted complaints policy taken from the website is news to him! Plusnet are claiming that have too many customers now which is causing errors and delays and are also blaming a new policy on Ofcom saying they have to adopt a new policy now that they have reached a certain number of customers. The heavy advertising Plusnet has been doing = new customers, its not rocket science. If you are struggling with the numbers you currently have, stop advertising for more until you can effectively deal with your current ones. Right now Plusnet is a complete mess and I for one am sick of the hassle.
Will: I can deal certain issues but not everything
EUt: so why does it say on the complaints policy to raise it via chat or phone
Will: We can resolve some issues through chat, everything else can be done over the phone. As I said if I can take a few details we can pass security and I can see what I can do to help?
EUt: "Raising a complaint The fastest way to let us know if you're not happy with your service is by using our chat service (click the banner on the left) or by contacting us by telephone (0800 432 0200 from a landline or 0345 140 0200 from a mobile). You can raise a complaint via either of these methods and these are the best ways to get a quick resolution to any issue."
EU: ....so is that info wrong then?
Will: I'll need to get that taken up with someone as thats news to myself
