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Are Plusnet going bust?
Susanmacdonald15
Posts: 3 Newbie
Or has my experience, contrary to their advertised claims, just been plain old fashioned incompetence? My switch was supposed to be on the 18th Dec.
I also work in the service industry so have some experience of how customers should be treated, and we don’t boast about the excellence and ease of our service on television every advert break!
The list of their errors is as follows:
1 – My router was returned to their HQ undelivered on the 4th December. Their customer rep told me this when I contacted them about it on the 20th (2 days after their service was supposed to start). When I asked why they hadn’t gotten in touch with me about this over two weeks later I was told they didn’t know!!! Even whilst telling me when precisely the router was returned to them they were telling me they didn’t know it was returned – what can one say to that? When my company has returns we contact the client and let them know…hardly rocket science.
2 – Since the supposed hassle free switching service began my feature free phone only has an engaged tone. I tried to call Plusnet and was told it was a half hour wait on the phone, and every time I have tried to call, no matter what time of day or evening, it is ALWAYS a half hour wait. I can’t contact them via the internet clearly at home so am having to shoehorn the whole mess into work time. Over their live chat I discovered they apparently arranged for an engineer but failed to tell me, so of course I wasn’t in. That was before Christmas.
3 – This year so far they have at no point contacted me to discuss the matter. I have had to chase them at every step. It has been an internal fault that they can’t seem to book an appointment for an engineer to fix, and then 2 days later an external fault supposed to be fixed at midnight last night. My phone is the simplest type imaginable and worked just fine before the (not) switch but I’ve had to get another one only to confirm that of course it isn’t the phone.
4 – When I told them I hadn’t received the text regarding the appointment I was assured it would be fixed by midnight last night and of course it hasn’t been. I have no communication from them this morning via email or any other way.
At no point in the over 3 weeks of their non-service as any of their ‘award winning’ customer service staff offered to actually call me to discuss what they are doing. I am being charged for a service they are not providing. I have had to re-arrange my Christmas as I could hardly have my elderly mother over when I couldn’t offer her the usual TV treats.
Customers BEWARE!!!!
I also work in the service industry so have some experience of how customers should be treated, and we don’t boast about the excellence and ease of our service on television every advert break!
The list of their errors is as follows:
1 – My router was returned to their HQ undelivered on the 4th December. Their customer rep told me this when I contacted them about it on the 20th (2 days after their service was supposed to start). When I asked why they hadn’t gotten in touch with me about this over two weeks later I was told they didn’t know!!! Even whilst telling me when precisely the router was returned to them they were telling me they didn’t know it was returned – what can one say to that? When my company has returns we contact the client and let them know…hardly rocket science.
2 – Since the supposed hassle free switching service began my feature free phone only has an engaged tone. I tried to call Plusnet and was told it was a half hour wait on the phone, and every time I have tried to call, no matter what time of day or evening, it is ALWAYS a half hour wait. I can’t contact them via the internet clearly at home so am having to shoehorn the whole mess into work time. Over their live chat I discovered they apparently arranged for an engineer but failed to tell me, so of course I wasn’t in. That was before Christmas.
3 – This year so far they have at no point contacted me to discuss the matter. I have had to chase them at every step. It has been an internal fault that they can’t seem to book an appointment for an engineer to fix, and then 2 days later an external fault supposed to be fixed at midnight last night. My phone is the simplest type imaginable and worked just fine before the (not) switch but I’ve had to get another one only to confirm that of course it isn’t the phone.
4 – When I told them I hadn’t received the text regarding the appointment I was assured it would be fixed by midnight last night and of course it hasn’t been. I have no communication from them this morning via email or any other way.
At no point in the over 3 weeks of their non-service as any of their ‘award winning’ customer service staff offered to actually call me to discuss what they are doing. I am being charged for a service they are not providing. I have had to re-arrange my Christmas as I could hardly have my elderly mother over when I couldn’t offer her the usual TV treats.
Customers BEWARE!!!!
0
Comments
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I wouldn't have thought so they are owned by BT.0
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So what have the troubles you have had getting BB installed have to do with them going bust. On that basis every BB company would be going bust going on the number of complaints they each receive on this site.
Plusnet are owned by BT, so the definitive answer is no they are not going bust.0 -
Just thought it was a catchy headline...Better response here than I have had from them at any point!0
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I'm currently being transferred to Nick the team leader who refuses to call me. They have been behaving as if Openreach are being difficult to deal with so finding out they are all one happy family is interesting...0
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Susanmacdonald15 wrote: »They have been behaving as if Openreach are being difficult to deal with so finding out they are all one happy family is interesting...
BT Openreach are not in way connected to BT retail so not all one happy family.0 -
Same group of companies, but OR are required to treat all ISPs purchasing wholesale connectivity from them the same.Susanmacdonald15 wrote: »I'm currently being transferred to Nick the team leader who refuses to call me. They have been behaving as if Openreach are being difficult to deal with so finding out they are all one happy family is interesting...
There was a myth pedalled by some that BT Internet users got better service from OR as it was "all under the same roof", but they quite simply don't.Proud member of the wokerati, though I don't eat tofu.Home is where my books are.Solar PV 5.2kWp system, SE facing, >1% shading, installed March 2019.Mortgage free July 20230
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