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complaints department?

jelv
Seasoned Hero
Posts: 26,785
Thanks: 965
Fixes: 10
Registered: ‎10-04-2007

Re: complaints department?

Given the evidence we have here it is evident that the OP is pretty unlikely to have given Plusnet much information to go on beyond a "it's not working, fix it". Some people make it very difficult to help and I guess the PN staff have been totally frustrated - hence the provision of the MAC.
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)
GD
Dabbler
Posts: 16
Registered: ‎09-07-2014

Re: complaints department?


lol...  @pjmarsh  no they didn't.  They just posted a link to their complaints procedure, not the same thing.
PLEASE folks don't waste your time posting unless it's correct and sensible.  Why are these forums full of people who are so quick to jump in and make comments they think are correct when they are not.
And JELV, go away.  Your comments help no one. Though yeah, your amazingly right "it don't work, fix it" is exactly what both BT engineers said to PN too!!  Funny that huh?  All that technical training to become a BT engineer and they just said "ug ug, fix it" to PN.  I'd suggest you grow up and troll elsewhere.  No one has made this difficult for PN staff to understand.  The only person round here who doesn't understand is clearly you.
Just continue to take the substance that has made you think PN are amazing, as I obviously haven't been given any. lol
Dhaos
Grafter
Posts: 155
Thanks: 1
Registered: ‎26-02-2013

Re: complaints department?

Just take the MAC code and migrate? i dont understand what the problem is, if in your eyes plusnet are a waste of space why would you want to stay with them? i remember when i moved into a new house 8 years ago, i went with toucan and was throttled from day 1, i had to pay £150 to leave, £1 seems like a bargain.
AndyH
Grafter
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: complaints department?

Indeed, migrate with your problem and start complaining/moaning at your next ISP.
hillyfields123
Grafter
Posts: 150
Thanks: 2
Registered: ‎16-09-2014

Re: complaints department?

From what I've seen so far, PN's customer support is great! (ex-BT customer here..)
Not once have I been passed on to another member of staff and when there's been a problem the advisor has been able to give some kind of compensation without further authorization from a manager. It seems that PN actually have staff who are allowed to use their initiative!
jelv
Seasoned Hero
Posts: 26,785
Thanks: 965
Fixes: 10
Registered: ‎10-04-2007

Re: complaints department?

@GD
The complaints procedure gives the ways to contact the complaints department.
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)
Townman
Superuser
Superuser
Posts: 23,563
Thanks: 9,917
Fixes: 165
Registered: ‎22-08-2007

Re: complaints department?

GD,
What help are you wanting from the forums?
PlusNet's Complaints Code of practice is explained here - http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml?
You can submit your complaint on line here - https://portal.plus.net/wizard/?p=wizard&page=22909&wizard_id=38 - or by written letter to...
Quote
If you're a residential customer, write to:
Customer Relations Team
Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU
If you're a business customer, write to:
Business Support Team
Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

The online complaints form states...
Quote
To allow us to deal with your complaint as efficiently as possible, please include this information in the box below.
•A summary of your complaint in under 400 words
•Whether you would like us to phone you (please specify a number) or reply to your ticket online
•Our working hours are Monday to Friday 0900-1730 and we will respond to your complaint within 5 working days

Other than discussing a fault / issue condition within the "complaints" process in a call initiated by PlusNet, there is no verbal communication route from the user to PlusNet.  Is there something you've read somewhere which leads you to believe there is a complaints route you have been prevented from using?  If yes, where did you read it?  Note this is quite a different question to what you, I or others think there ought to be - PlusNet have published their Code of Practice and it is what it is.
If you cannot resolve your issues with PlusNet there are escalation routes of which you are aware, though if you are still within 8 weeks of the first formal raising of the complaint, then you will need a dead-lock release letter from PlusNet to escalate earlier than this.

I have reviewed all of your postings, going back to 9th July... the day after you became a customer, so if my calculations are right you are just about at the point where you can escalate the issue to external bodies.  I can find very limited clues of what is the problem you want to complain about other than you want to complain that you found accessing the complaints process difficult.
http://community.plus.net/forum/index.php/topic,129059.msg1122135.html#msg1122135 - a response from one of the best DCT guys suggests a data transfer issue on ONE of your connected devices and some reference to a DNS issue.  In the absence of details, this rather sounds like a user device configuration issue, rather than the internet service itself.
http://community.plus.net/forum/index.php/topic,131031.msg1142294.html#msg1142294 - six weeks later reference to "multiple drop outs of 5 minutes to nearly and hour" at a time when there were wide spread BTOR authentication issues.  Also reference to having received "over £100" compensation - but no real detail of what your issues are / were.
This thread says the most about your technical problem than any other...
Quote from: GD
i have a terrible broadband connection that keeps dropping out and Plusnet won't deal with it.  Today's download speed was just below 3mb.

However there is no indication of what has (if anything) been identified to be wrong - there are indeed issues which are not within PlusNet's (BTOR's) remit to address - for example faulty end user internal extension wiring or REIN.  If you could provide the information requested, there is some possibility that forum members might be able to help you resolve these issues.  You do not need to be overly IT or technically literate just capable of following a few straight forward instructions.  If aging clerics can do this, I am sure you can.
The thread pointed to by several respondents takes you through the basics of trouble shooting the exact problem you describe...
1. Phone line - is it clear and free from noise?  Dial 17070 option 2 using a corded phone plugged into the master socket.  If it is in anyway noisy then raise a fault with your phone line provider before trying further to fix the broadband fault.
2. Are there any extension sockets / wires?  If yes are they wired from the front or the back of the master socket?  Are they daisy-chained (wire runs from one to the next, to the next...) or are the star wired - all extensions wired from the master socket?
3. Is the router plugged into the master socket?  If not can you also post stats with the router in the master socket so that any difference can be seen.
4. Gather and post the following information
- Full router stats
- BT Wholesale speed test - further diagnostics results
- "Current Speed" from the PlusNet portal
- Router model and firmware version number
5. A clear description of the problem as you see it
- When you say "disconnections" are you certain that they are xDSL / PPP disconnections or is there the possibility that there has been a break in the WiFi connectivity?  I sometimes find in one spot of my house that a 90 deg rotation of my iPad can may the wifi connectivity very sluggish.
Hope this will help move you forwards.  You have two choices - keep on complaining about the complaints process or help yourself to the free advice being offered here from a number of very experienced users.  Intermittent connectivity issues can arise from a multitude of issues - many of which are outside of the suppliers remit, ability or obligation to resolve.  For such matters help to eliminate or mitigate might be found here... if only you were to supply some appropriate information.
This will give enough information to see just how well (or poorly) your line is doing against expectations.

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.

GD
Dabbler
Posts: 16
Registered: ‎09-07-2014

Re: complaints department?

all sorted.
spoke to complaints - i was finally put through, so there is a department that will speak to customers if you persevere.  no thanks to anyone here. 
they admitted again i should have been offered a solution when i hadn't been.  i've now been offered two routes, leave with MAC code or upgrade to fibre and leave if i'm unhappy.  It's sensible and what i was asking for a couple of weeks ago, but PN management refused then, but now they say i should have been offered that in the first place!  you figure it.
all the posters here who keep telling me they never get passed around when calling etc etc...  that's just not my experience.  helpful staff who solves things straight away, again just not my experience.  answering the phones quickly - not my experience etc etc...  maybe i'm just unlucky.  But as I say the ONLY reason I moved to PN was our previous ISP didn't have unlimited deals.
Everyone who posts here needs to understand EVERYONE'S experience is DIFFERENT!  Just because you might be lucky and had a good experience with PN, doesn't mean customers like me are lying or making it up!  That's just plain blinkered narrow mindness forum fascism - a kind of "I'm all right jack, my situation is good, so don't you complain".
And @Dhaos - no one is complaining about £1...  I have no charges to pay.  I'm just pointing it out, that they can't even sort that out.
If these forums are purely for happy customers to shoot the breeze with each other and swap stories about how amazing PN are, then it should clearly state this and say something like "unhappy customers with problems not welcome here".
Anyone notice the PN staff member here who kept telling me someone was going to call me?  Well no one did call me from Plusnet, and anyone notice that this PN staff member posting here then never replied to me when I pointed that out?  And where did she/he go after that? That's what I'm talking about...
I've found help on these forums about as good as Plusnet staff themselves - ie unhelpful, sometimes rude and generally not very good.


jelv
Seasoned Hero
Posts: 26,785
Thanks: 965
Fixes: 10
Registered: ‎10-04-2007

Re: complaints department?

The help on these forums tends to follow the lead of the people making the request - if you look  around you'll see people who have been polite and answered all the questions who are very grateful for the support and help they've received from their fellow users.
You need to look in the mirror to find out why you've found the help on these forums "unhelpful, sometimes rude and generally not very good".
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)
MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: complaints department?

Quote from: GD

Anyone notice the PN staff member here who kept telling me someone was going to call me?  Well no one did call me from Plusnet, and anyone notice that this PN staff member posting here then never replied to me when I pointed that out?  And where did she/he go after that? That's what I'm talking about...

Hi GD,
I really don't intend on being a bit nitpicky, but I did indeed promise that somebody would call you, and they did. I can see this from the account, and you confirmed it earlier on in this thread:
Quote from: GD
A tech guy called me to book a BT engineer, that's all.

I also gave you a response to that shortly after with this:
Quote from: MattyC
Thanks for getting back in touch.
I'm glad to hear that someone called you as promised,

The correct process for contacting our complaints team, would be by the means highlighted in the link provided earlier on in the thread by ejs. That being said, I am aware that you spoke to a member of the complaints team yesterday. I hope that this went some way towards creating an amicable solution for ourselves and you.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
GD
Dabbler
Posts: 16
Registered: ‎09-07-2014

Re: complaints department?

No probs.  I'm migrating away now anyway... 
I can also clearly see a new upsurge in unhappy customers.
It's all just a real shame really.