PlusNet leave pensioners with service for weeks

Bantex_2

Plusnet are very cheap. Something has to give somewhere.

macman

Have you got them on the Priority Fault Repair register due to age or health? If not then they'll be in a queue for an OR engineer along with everyone else.
Plusnet can only tell you what OR tell them-which is usually nothing.

JJ_Egan

Bantex wrote: »

Plusnet are very cheap. Something has to give somewhere.

So if i pay Plusnet a lot more i get a better service ???

Essex_Jim

brewerdave wrote: »

Essex Jim -might be worth your inlaws joining Plusnet's own forum via their website

I have received a reply from someone on the Plusnet Digital Care Team and have sent a detailled PM

Essex_Jim

Following contacting the CEO Andy Baker, the issue is with the 'High Level escalation team' and an Engineer is visiting tomorrow. I will post the outcome.

General comment. Good help from the PN Forum team (Light years ahead of the Call Centre team). They have stood back now as the CEO has directed on as detailed above

Uxb

JJ_Egan wrote: »

So if i pay Plusnet a lot more i get a better service ???

Yes:
If you pay plusnet a business tariff you will get a better service
Phones will be answered in a very short time.
You will have a SLA to go with the tariff (service level agreement)
Same with BT - if you buy a business tariff you get a better service

...and yes, business tariffs do cost a lot more.

Surprise surprise
UK domestic broadband is sold on the cheap cheap cheap
and you you get rubbish, rubbish ,rubbish
you want more - you pay more: simple.

diamond_dave

Looks like you've got things moving, EssexJim! My email to Andy Baker - PN CEO has started to get things done for me too. yesterday, I got a call from Tony Thompson Faults & Complaints Analyst- who promised to look into the problem and get back to me within 24 hours. So, fingers crossed. Let's hope this works for you too Essexjim.

Essex_Jim

Good news Diamond Dave.

My In Laws were sorted within 24 hours.

As others suggested, while my email to the CEO was the major reason for the progress, posting on the users forum and the replies looked like they would have got progress on the issue.

The Customer telephone line is a waste of time and will in fact lose Plusnet customers because of their arrogant can't do attitude.

diamond_dave

Brilliant news, Essex Jim. I totally agreed with you about the customer service line - they are useless. I have another OR engineer visit this am so lets hope that this will sort it -finally.Glad you got it sorted.

JJ_Egan

What was the actual problem ??