Plusnet problems

moremore

Many thanks for your help have posted question will I get an answer on forum or via my email. Got router today thanks for that.

moremore

Been through it and advising of progress as it happens thank you...

modsandmockers

When I joined PlusNet 15 months ago, it was partly because of their high customer satisfaction ratings, and at the time, it was easy to email them and receive a useful reply.

But earlier this year, when I wanted to discuss my options, I was repeatedly given the message that there was a minimum wait of one hour before my call would be answered. The email option had been replaced by some kind of computerised female robot who was totally incapable.

There is a PlusNet customer forum, and it was loaded with similar complaints to mine, and PlusNet's response was that we needed to wait until they had opened their new call centre.

MSE is currently giving PlusNet a high rating in customer satisfaction - I wonder how recently they checked...

Uxb

Plusnet have never had an email response system
you either
1. ring
2a. Raise a support ticket detailing the problem
2b. Go though the BB faults checker
3. post a query on the forums.

tsammarco1984

On the 11th of November we ordered Plus Net, they have now delayed it to the point where it will be over 4 weeks since we ordered and PAID to when they say they will deliver the service. They have never bothered to call us or notify us of the delays, today after a 45 min wait on the phone they refused to log a complaint, refused to escalate the call, refused to cancel the contract and refused to speed up their delivery of the elusive service; awful, please don't make the same mistake that we did!

modsandmockers

Uxb wrote: »

Plusnet have never had an email response system
you either
1. ring
2a. Raise a support ticket detailing the problem
2b. Go though the BB faults checker
3. post a query on the forums.

I can't remember every detail, but when I placed my order, for broadband only, I negotiated an introductory deal which was not reflected in the paperwork which arrived in the post. Somewhere, I found an email address and raised my query by email. I received a prompt reply (no more than a couple of days), and the terms of my introductory deal were honoured without question. I was impressed!

Six months later, I was ready to add my landline to my PlusNet broadband, but I was unable to make any kind of contact with them. The advice which I was given on the website, as well as on the customer forum, was as contradictory as the advice which is frequently given by call centre operatives (there appeared to be no definitive answer to my question about whether I could select the annual saver deal at the time of switching, or whether I would need to become a monthly customer first, and then transfer to an annual saver deal). Needless to say, I went elsewhere.

The broadband service has been almost completely trouble-free. There have been two outages in 15 months, lasting a few hours each time. But my contract expires at the end of next February, and I will have no confidence in any information which I may or may not be given by PlusNet about what my options will be from March onwards.

moremore

I have up to 10th this month to cancel they told me that in email. Concern that I can confirm with them in writing the date I will received money back of £70 disappointed that I cannot this in writing from them. Their forum will only deal with the progress of the installation. Hope their rep will come on the forum again.

moremore

I have posted question about £70 cash back on their forum but not answered either, wounder will this be a problem with other issues as well, I am now thinking of cancelling.

Plusnet_company_representative

@tsammarco1984

Sorry about the delays you're seeing. Unfortunately these do happen from time to time but we really should be communicating them to you.

@modsandmockers

In all of my time here we've never used email for customer queries. We do have an online contact system at https://contactus.plus.net - was it this that you used?

@moremore

Depending on which cashback offer you took the mechanism for receiving this may be different. If you can provide a way for us to identify your account we'll be able to look in to this for you. The easiest way for me to find and the safest way to do so via a public forum such as this is if you can drop me a reply with a support ticket ID. You should be able to find one of these in an email from us or by logging into http://contactus.plus.net

Chris

modsandmockers

Plusnet_company_representative wrote: »

@modsandmockers

In all of my time here we've never used email for customer queries. We do have an online contact system - was it this that you used?

Chris

Jess was invented shortly after I joined PlusNet, and as I said before, I cannot remember the precise details of how I contacted you. So far as I can remember, the query was raised by me and solved by you before my broadband service began - it was almost certainly within whatever the cooling-off period was at the time. Somehow, I managed to send you a simple message without having to drill through layers of obstacles, and without any mention of any kind of ticket number. I received a reply within no more than a couple of days, and the issue was resolved.

I was aware at the time that such a level of customer service was highly unusual, and it appears that PlusNet now offers the standard call centre procedure of requiring customers to make multiple phone calls, frequently of considerable length, and being given multiple different answers, explanations, and excuses, none of which are in any way 'binding' either upon the company as a whole, nor upon its individual call centre operatives.