Help! Ongoing awful problems with PlusNet

SallyPike

Thanks for the reply JB. I've done the live webchat thing several times, but still didn't get anything resolved. I've done pretty much EVERYTHING several times, without anything being resolved. I was thinking about going to WHICH and WATCHDOG and places like that. Is that a good idea?

Scrounger

SallyPike wrote: »

My internet connection is ok now, Scrounger, but there are lots of other unresolved issues...

So now that your internet is sorted, what other problems are you having?

Scrounger

teddysmum

J_B wrote: »

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.

I used to do that, but last time, the person I 'chatted' to said he would need to transfer me to another department and I ended up in a queue of 22, so carried on, waiting for the 'ping', but after a while I checked status and noticed that I had been booted of (asking if I was pleased with the service) at position 10 )or about that), so I phone, endured the terrible 'music' over speakerphone, then got someone who asked me to run on mastersocket with cover off for 72 hours.


My frequent (every half hour drops) improved, but I haven't used the net much this week and I was disappointed, this afternoon, to have speeds of 0.9 to 1.12 for over half an hour, improved to a 'brilliant' 3.9 after switching off at the mains (needs doing every few days at least).


I had 6 to 6.4 over wifi with Sky and know you can get a dropwhen changing , but my sister moved from Talk Talk to PlusNet and she is getting about 5.8 on average, from a similar 6-6.5.

SallyPike

Hey, SCROUNGER. The list is REALLY long, but to name a few things: (a) I can't get through to a manager for love nor money, (b) they keep ignoring direct questions, (c) I get an answers saying 'our records show you should have been connnected...' (and, yes, I SHOULD have been, but I wasn't and they're not telling me why), (d) they gave me an engineer date on the phone, then sent me a email telling me they'd booked another one without my approval, so I lost money having to take the time off work, as the webchat guy couldn't change it back.....and on and on.

Sorry to hear about your problems with them TEDDYSMUM. It's utterly frustrating when you can't get it sorted.

Scrounger

SallyPike wrote: »

Hey, SCROUNGER. The list is REALLY long, but to name a few things: (a) I can't get through to a manager for love nor money, (b) they keep ignoring direct questions, (c) I get an answers saying 'our records show you should have been connnected...' (and, yes, I SHOULD have been, but I wasn't and they're not telling me why), (d) they gave me an engineer date on the phone, then sent me a email telling me they'd booked another one without my approval, so I lost money having to take the time off work, as the webchat guy couldn't change it back.....and on and on.

If its compensation you want then you could send them a letter before action :eek:

Scrounger

macman

I agree, you need to put in a written complaint-and state what resolution you are seeking-which you have not made clear here.
Forget phoning or live chat.

SallyPike

Thanks for the advice, SCROUNGER and MACMAN. I sent another letter to their complaints department and asked - for the last time! - to speak to a manager, so I'll give them another day and see what happens. I itemised 27 points with dates and details where they'd messed up, but so far they seem to think that 27 mistakes in a row is acceptable! I'll have a look at the advice on WHICH that you linked me into, SCROUNGER, and will get something put together this weekend.
And, yes, you're both right. Phone and webchat get you nowhere. It has to be in writing. Just a shame they're wasting even more of my time - it's been an unbelievable amount already. I'm really, really sorry I got suckered into a contract with PlusNet.