Plusnet UK Customer Service

techno12

I'm in the process of switching to them from Sky and the signs are good so far. Very easy online process, lots of info and a phone call from them to confirm the date that the engineer is visiting to connect me to fibre.

I've had an internet connection at home since 1992 so been through quite a few ISPs. Ranging from really bad service (GlobalNet dial-up), to brilliant (O2 LLU).

Hoping Plusnet falls into the latter category

azzabazza

I had no problem setting up the DD with PlusNet. This could be a bank problem rather than PlusNet.

Lizzie-S

Thanks for the advice folks, but I don't think it is the bank, because two other DDs I have set up within this past 2 weeks were activated within 3 working days, including Sky. But the Plusnet one has still not gone through OK, even after 9 days, (or 7 working days...)

I checked with them just a few minutes ago and it was still 'pending.' I am a bit worried the bank account number may be one digit out or something. So they told me to give it til next week, as it 'can' take up to 14 days (10 working days,) and then give them a ring, and they will try and set it up again.

I am pleased that most people have found the DD setup OK, so maybe if it is resent; it will be OK. Or maybe it will go through soon anyway.

theianfox

I was charged £1.50 by plusnet for not paying by DD.

I've been paying it by DD ever since I started using them 2 yer ago, I've opened up a 123 Santander account this month and my DDs got switched over to that. Apparently mine wasn't set up in time to pay this months bill - no explanation of why they couldn't take it from the old account.

theartfullodger

Anyone got Jamie Ford's email ID?? No I do not want to communicate with anyone else over this matter: It is through communicating with Madasafish through the usual channels that the mess has occurred in the first place. (Madasfish a Plusnet brand).

Briefly, upgraded from Madasafish Max to Max Premier (50Gb monthly limit): 3 times: Nothing happens. So I raise a bleedin' ticket: Get emails & ticket saying the upgrade has happened.. Now I get an invoice for £67+ as the upgrade did not happen.

'phoned them yesterday (They are a communications company). Got recorded message saying there was a 30 minute (t-h-i-r-t-y minute) wait for a human. Raised a ticket asking for his name & email: Still no answer.

So this is how customers who have been with them for 7 years get rewarded.

Clearly Ford as a high-quality expert chief executive is not to blame, but he'll be, unbeknownst to him, p*zz*ng off clients & losing money because of failed systems/processes.. I have some suggestions that will save him grief & money.

Must be an isolated example of course...

Any suggestions as to which BB supplier to move to that has just simple, basic, customer service systems which work??

Cheers!

theartfullodger

Blimey:

Found his email ID on't t'Internet (not that hard). emailed him... got this reply within 2 hours...

I'm very sorry to hear of your frustrations, I have asked the high level support team to contact you to help resolve the issues. Kind regards Jamie

I assume someone other than he actually replied (will try & find out..)

What whoever did reply failed to spot (obvious if you read my email..) was I was merely making some suggestions to him to improve service, not asking him to "resolve the issues" as I'm off elsewhere to another supplier.

Perhaps he/customer service should do is the "read what the customer says first" course...

Cheers!

MothballsWallet

theartfullodger wrote: »

Anyone got Jamie Ford's email ID?? No I do not want to communicate with anyone else over this matter: It is through communicating with Madasafish through the usual channels that the mess has occurred in the first place. (Madasfish a Plusnet brand).

Briefly, upgraded from Madasafish Max to Max Premier (50Gb monthly limit): 3 times: Nothing happens. So I raise a bleedin' ticket: Get emails & ticket saying the upgrade has happened.. Now I get an invoice for £67+ as the upgrade did not happen.

'phoned them yesterday (They are a communications company). Got recorded message saying there was a 30 minute (t-h-i-r-t-y minute) wait for a human. Raised a ticket asking for his name & email: Still no answer.

So this is how customers who have been with them for 7 years get rewarded.

Clearly Ford as a high-quality expert chief executive is not to blame, but he'll be, unbeknownst to him, p*zz*ng off clients & losing money because of failed systems/processes.. I have some suggestions that will save him grief & money.

Must be an isolated example of course...

Any suggestions as to which BB supplier to move to that has just simple, basic, customer service systems which work??

Cheers!

I thought Madasafish were now a BT brand or did BT farm them off to Plusnet?