Plusnet, Not the best customer service.

tommie1shunt

Bit of a moan really, hell, am a grumpy old man, so bear with me.
Plusnet, them of the famous old fashioned customer service fame, as well as talking broad because they are from Yorkshire are giving me the hump.
My broadband was supposed to be switched on yesterday, anytime up to midnight, we will inform you via text or email when it is switched on. Nothing on the text or email this morning, the sound of silence from PlusNet was deafening.
So rung PlusNet up, and to be fair the nice lady said she would make enquiries and ring me back, which she did, and stated the some "oik" at BT did not do what he is supposed to do and will ring me back later today with an update.
I accept that this might not be Plusnets fault, but I would have thought an email, phone call, text, would have been in order to say that things have gone wrong. Why is it nowadays (this is a general type of question!!!) that the customer has to do all the chasing up?
Got a feeling in my water that my current Plusnet saga could go on for some time.
Gumpy

macman

The problem is that BT OR do the physical connection and are notorious for missing dates/appointments without warning. If they don't inform the ISP's, they can't inform you.
You are aware that PN are part of the BT Group?

tommie1shunt

I am aware of who owns our broad speaking PlusNet. If BT are notorious for missing dates etc. PlusNet being on the inside will be aware of this and should take steps to look after there customers.
Surely it is they can check if the broadband is connected at the close of business, and if there is a !!!! up contact the customer. Even if it is a standard email, text, saying it has gone wrong and will contact you later with updates.
I state again it should not be up to the customer to chase plusnet up and tell them they have failed to do what they have promised.
Any problems they have with BT are there problems, not mine.
If I was a sub contactor for PlusNet and just did not bother to show up for an appointment am sure the phone they make would be a very terse one, not like the polite enquiry I made in the failure to deliver broadband on the date of there choosing.

macman

Plusnet are not 'on the inside', they have the same relationship with BT OR as any other ISP.
Yes, it is PN's responsibility, because your contract is with them,. but the actual fault (and remedy) lie with OR. Since OR are the sole ADSL provider, they answer to no one.

brewerdave

Unfortunately BT are divided into 3 main divisions ,each of which, because of Govt "legislation", operates at arms length from the other. Openreach who carry out the customer facing engineering works DON'T/WON'T deal directly with us, the payers of the service - and make it extremely difficult for ISPs as well - there are innumerable stories of missed appointments on this and many other forums -but noone seems to have any power to force them to provide what most people would regard as "good customer service".
There is plenty of anecdotal evidence that individual engineers falsify work sheets by claiming that they have made visits when they haven't, have changed things when they haven't -and also there are many stories of cntractors being sent to do tasks without the necessary training.
The ISPs are in an impossible position as they aren't updated themselves on many occasions when visits are cancelled or unproductive.
Needs someone at a VERY HIGH level in BT to grasp the nettle -can't see it happening in my lifetime!!!

tommie1shunt

No free lunch, no free laptop, yep no idea myself.
Think you will argue black is white.
Anyway, if anyone else thinks I am being unreasonable, feel free to gang up with no free lunch there.
Am just a fella who thinks you should keep your promises, but if you can't you should at least tell the folk's involved.
But am sure another troll will come along and shoot down that debate!!!!!!

JJ_Egan

Been in the same position with Plusnet and the problems where entirely BT Open Reach not PlusNets .
Plus Net made the appointments BT OR never turned up and BT OR initial fibre install was faulty as found by the fourth engineer BT engineer to actually turn up who saw immediately what the problem was that the others had missed . Oddly that was house wiring connected to the fibre connection on the master socket .

Dont see the point of the OP though has the poster does not want information posted judged on his post above .
Pointless moaning at users who bother to respond with facts might as well use the rant board .

forgotmyname

I wonder how good they are at fitting fibre on the day they booked me in?

I have visions of being without landline or internet..

Edit: I just read they transfer the phone line later on.

amorphix

tommie1shunt wrote: »

Bit of a moan really, hell, am a grumpy old man, so bear with me.
Plusnet, them of the famous old fashioned customer service fame, as well as talking broad because they are from Yorkshire are giving me the hump.
My broadband was supposed to be switched on yesterday, anytime up to midnight, we will inform you via text or email when it is switched on. Nothing on the text or email this morning, the sound of silence from PlusNet was deafening.
So rung PlusNet up, and to be fair the nice lady said she would make enquiries and ring me back, which she did, and stated the some "oik" at BT did not do what he is supposed to do and will ring me back later today with an update.
I accept that this might not be Plusnets fault, but I would have thought an email, phone call, text, would have been in order to say that things have gone wrong. Why is it nowadays (this is a general type of question!!!) that the customer has to do all the chasing up?
Got a feeling in my water that my current Plusnet saga could go on for some time.
Gumpy

I was with PlusNet before I moved to O2. I found their customer services to be first rate, and it's one of the strong points IMO of the company, they answer calls quickly and they're knowledgeable, honest and straightforward, UK call centre etc.

The actual broadband service though, not good. It started off well, but went downhill like O2 and so many, that grew too big and too fast from too much advertising and low pricing unlimited deals.

networkguy_2

amorphix wrote: »

I was with PlusNet ... The actual broadband service though, not good. It started off well, but went downhill ...

Just curious as to what happened ? Off and on (2 house moves since 2006) I have used them for 10, coming closer to 11 years...

Doubt any ISP is perfect, however much they charge, but have always found PN good value for money, and (generally) fair to customers, and some (who post here, and elsewhere) seem to go out of their way to bend over backwards to identify what went wrong (to fix procedural issues in Customer Service/ PN systems) and when they are in the wrong, if they can, to offer some goodwill.