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customer options

Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

customer options

so is it customer options i need to speak to with regards to see what offers they can make for upgrading from ADSL to FTTC?
and if it is, do they only do it over the phone and not the online chat or ticket or email?
i have no desire to do any of it over the phone.
i've already got an offer from another ISP which was all done via email (from an individual agent as well!).
so if plusnet can't do that then it'll be sayonara.
27 REPLIES
Community Veteran
Posts: 6,824
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Registered: 27-10-2012

Re: customer options

Telephone only.
Superuser
Superuser
Posts: 1,857
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Registered: 05-11-2008

Re: customer options

Hi chenks76
Yes its is customer options you need to speak to , and it can only be done over the phone.
Kind regards
Mike
Mike
Community Veteran
Posts: 3,274
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Registered: 24-10-2013

Re: customer options

well that makes the decision then.
Superuser
Superuser
Posts: 6,641
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Registered: 30-07-2007

Re: customer options

If it's mainly the fact that you don't want to hang around on the phone then I suggest ringing shortly after they open at 08:00. I called last week around that time, was all prepared for the wait, put the phone on speaker and was just turning down the speaker volume ( to avoid the load music! ) and they answered!!!
Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: customer options

no, it's mainly the fact that it's easier, quicker, and more importantly better for evidential purposes to deal with it via email.
the other ISP i spoke to was more than happy to do everything via email.
if, for example, i was hard of hearing or had speech issues, how would plusnet deal with that? (i don't, but it's a valid point).
kelvin
Grafter
Posts: 70
Registered: 20-03-2013

Re: customer options

Can you give any hints you are moving to? Are they able to deal with other issues/faults by email/non telephone methods?
Community Veteran
Posts: 3,274
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Registered: 24-10-2013

Re: customer options

Origin
Preacherlady
Grafter
Posts: 86
Registered: 28-09-2015

Re: customer options

I am hard of hearing so on Plusnet I would use Live Chat, but yesterday as had no internet used my mobile phone as cannot hear on landline.  My mobile phone is a Doro and is extra loud and comes with earphones which means that if I explain I have hearing problems the adviser is audible.  I found yesterday the lady I spoke to was very clear.  Mind you I had a heck of a long time waiting to get through!
It was not the case with previous internet provider as on phone I could not hear the options when I rang, and the advisers usually did not speak good English unfortunately so very difficult.
RealAleMadrid
All Star
Posts: 766
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Registered: 07-07-2009

Re: customer options

@chenks76
Just something you might want to confirm with Origin, I have read that their own network is only local to Yorkshire and in other areas they re-sell a plusnet service, that probably isn't what you want. Sad
Community Veteran
Posts: 38,460
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Registered: 15-06-2007

Re: customer options

Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: customer options

i could post numerous threads about Plusnet.
i think we are both aware that we don't judge a company based on forum posts alone as they always skew towards the negative (people rarely post to say everything is OK).
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: customer options

fully agree
there was another one about SSE broadband with a similar problem
but I just thought I would mention it as the speeds given seem to indicate that it isn't the Plusnet resold product so I wonder if they are hitting a backhaul capacity problem
richardg8jvm
Dabbler
Posts: 24
Registered: 06-11-2015

Re: customer options

Reading thru a lot of the comment that are posted about PN service and my experience, I can see why there are so many that are negative.
Tech support is awful , it was only after a call to retentions anything was done, and that was not 100% satisfactory.
They seem to recruit used car salesperson for sales, the truth being the very rare comodity.
Tech support dont listen as they are not trained or properly qualified for the job
the list continues.
And support for equipment they supply is non-existant, maybe if they spent some of the money they use on advertising on getting things right,
they would end up getting less flack from dissatisfied customers.
It seems the only options that customers have is to leave and take their custom elsewhere,
I have yet to find any department in PN fit for purpose
Richard  ,,,very miffed
richardg8jvm
Dabbler
Posts: 24
Registered: 06-11-2015

Re: customer options

So miffed I rang options and asked to leave because of all the problems, I just got stuck on hold and transfered to tech support after waiting
another 35 mins.
Why is there not a smiley with steam venting from the ears