Telephone support hours changing at Plusnet
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Re: Telephone support hours changing at Plusnet
25-06-2015 10:51 AM
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Equally, OFCOM will not view this as a material detriment based on their previous guidance of General Condition 9.6.
Re: Telephone support hours changing at Plusnet
25-06-2015 10:54 AM
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Then promoting the on-line help system as presumably it is cheaper to run than say employing staff.
The call waiting times will obviously improve by decreasing the hours it is available.
Will only be a matter of time before the only way to get support will be on here - before these forums are scrapped too.
Re: Telephone support hours changing at Plusnet
25-06-2015 10:58 AM
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Quote from: Alex before these forums are scrapped too.
Now, that would make me reconsider my position as a (generally) happy customer.
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Re: Telephone support hours changing at Plusnet
25-06-2015 11:14 AM
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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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Telephone support hours changing at Plusnet
25-06-2015 11:24 AM
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Quote from: w23 [pedant]
There's a lot of talk about Ts & Cs but can anyone show me where in the Plusnet Ts & Cs there is mention of Telephone Support Hours?
I can't see that this is a change to Ts & Cs but it does constitute a material change to the overall service provided.
The Ts & Cs do mention the Plusnet Code of Practice but only in relation to 'Sorting out disputes', the Code of Practice does state telephone support hours.
[/pedant]
I don't believe there's anything in the T&Cs that says someone on Fibre Extra has to be provisioned on the 80/20 product, so on that basis Plusnet could at a whim downgrade you to 40/2 and (as along as they adjusted the price charged in accordance with the Price Guide) you couldn't claim that as a detrimental change to get out of the full contract term? I don't think so!
Your contract with Plusnet includes the full service as described on the day you entered in to the agreement (see attached example) and if you end up going to court, proving a detrimental change has been made to the service provided will be sufficient.
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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Telephone support hours changing at Plusnet
25-06-2015 11:32 AM
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Quote Here's the legal bit
<snip>
We'll give you the best download speed available (up to if you live in a high speed area) dependent on your location, phone line, home wiring and time of day
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Re: Telephone support hours changing at Plusnet
25-06-2015 12:34 PM
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Re: Telephone support hours changing at Plusnet
25-06-2015 12:44 PM
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Re: Telephone support hours changing at Plusnet
25-06-2015 12:47 PM
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Regards
Mike
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.
Re: Telephone support hours changing at Plusnet
25-06-2015 12:50 PM
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Re: Telephone support hours changing at Plusnet
25-06-2015 12:51 PM
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(& a separate Support Number).
Re: Telephone support hours changing at Plusnet
25-06-2015 12:52 PM
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Yes they have dedicated support staff, and their own number. I have a few customers with them. For market 1 exchange and a low user cheaper than PN direct
Mike
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.
Re: Telephone support hours changing at Plusnet
25-06-2015 12:55 PM
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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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Telephone support hours changing at Plusnet
25-06-2015 12:57 PM
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Quote from: tijara33 The problem is, where does one then find an isp which provides decent telephone support. Sky, BT & Talk Talk are totally useless, I write from personal experience. I believe that John Lewis are OK but obviously one pays a premium. Maybe PN now have sufficient members so that the "churn" rate won't affect their bottom line.
You really have to look at the smaller, niche ISPs if you want excellent telephone support. The problem with those though is you are unlikely to get 24x7 support and you're probably going to end up paying a large premium over what you currently pay.
I haven't had to phone Plusnet support for over two years, so I don't think this change will affect me. I would imagine most people on here contact support in the hours they are now hopefully going to focus on. If call times can be reduced to something reasonable, then I view this as a positive change. On the other hand I am kind of interested to know what happens in the event of a major outage out of hours - will there be staff on hand to post status updates etc.?
Re: Telephone support hours changing at Plusnet
25-06-2015 1:16 PM
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