Help! Ongoing awful problems with PlusNet

SallyPike

Am at my wits' end with PlusNet and was hoping someone has advice about how to get through to a manager there. I've asked and asked, but the agents refuse to put me through to a manager. I've had nothing but problems with PlusNet since I joined at the beginning of October and am desperately stressed and upset. When I tell them this, they ignore it and answer a question I haven't asked. They have me in tears. Would be so grateful if someone has advice. Thanks.

Scrounger

Have you tried raising a complaint?

Scrounger

flashg67

I've found them among the better & more helpful/knowledgeable suppliers. What's the problem you're having?

Scrounger is right though if they're not sorting it - official complaint is the route to go as there are further things you do if it's then not resolved

SallyPike

Thanks, guys. I've complained and complained and complained (to about twelve different agents, on the phone, on webchat, in writing and an ongoing official complaint with a reference number). Over and over again. They just fob me off with vague answers and there's no customer service going on at all. They ignore all the questions they don't want to answer and simply refuse to let me speak to a manager. It's been an absolute nightmare.

J_B

SallyPike wrote: »

Am at my wits' end with PlusNet and was hoping someone has advice about how to get through to a manager there. I've asked and asked, but the agents refuse to put me through to a manager. I've had nothing but problems with PlusNet since I joined at the beginning of October and am desperately stressed and upset. When I tell them this, they ignore it and answer a question I haven't asked. They have me in tears. Would be so grateful if someone has advice. Thanks.

What problems are you having that you need to contact them about?

[Deleted User]

The Plusnet forum has a few staff members who can often sort things out. Try posting your issue with any ticket numbers you have.

https://community.plus.net/t5/Forum/ct-p/Forum

SallyPike

The list of problems is LONG, JB. Wrong dates given, wrong information that changes every time I speak to a different agent, 2 weeks with no internet connection at all, equipment not turning up because they'd forgotten to order it, information withheld from me.....I could go on. :-(

Thanks for the tip about the forum, anactuary.

flashg67

Have you had a look here if Plusnet can't/won't resolve? https://www.cedr.com/cisas/

Scrounger

SallyPike wrote: »

... 2 weeks with no internet connection at all, equipment not turning up because they'd forgotten to order it ...

So is your internet working OK now?

Do you have adsl or fibre internet? and who was your previous provider?

Scrounger

SallyPike

I didn't know about that link, so thanks, flashg67.

My internet connection is ok now, Scrounger, but there are lots of other unresolved issues still. I joined PlusNet because their customer service is supposed to be award-winning, but I think it's only lip service. They really haven't helped at all, and I can't bear to spend yet another hour or two waiting on the phone until the muzak goes away. It's soul destroying.
My previous provider was Virgin. I'm sorry, but I don't know whether I have adsl or fibre internet.

J_B

SallyPike wrote: »

and I can't bear to spend yet another hour or two waiting on the phone until the muzak goes away. It's soul destroying.

The other day, I used 'live chat' to 'speak' to them.

I logged in to my account and found live chat and started it going ..
I was in position No8 in the queue, so just kept it ticking away in the background whilst I read the MSE forums etc, then got my issues resolved satisfactorily.
I was on line for over an hour, but was 'doing stuff' at the same time and you don't have to have the phone in your hand, which is a bonus.