Hearing of other users' experiences with customer service on the Plusnet Community Forum can make depressing reading but my recent experience was very different so I feel that it is only fair that I should provide some feedback.
On the 22nd of December my broadband service started to drop out occasionally, with the drop-outs gradually becoming more frequent along with an increase in noise on my 'phone line. By the following day I could not access the internet at all so having worked through Plusnet's help pages to determine that the fault was not with my wiring - plugging directly in to the master socket, swapping microfilters, running a quiet line test, etc. I ran Plusnet's 'phone troubleshooter which confirmed that the problem lay outside my property and raised a fault ticket for me as question #209632011.
An Openreach engineer arrived on Monday the 28th December and found and repaired two cable faults, one in the junction box where the telephone line entered my property and one in a cable duct under the pavement. The following day I received a call from a member of Plusnet's customer support team to check that I was satisfied that the fault had been resolved and to advise that he would perform a reset to remove the banding on my line if it was convenient to do so. The same agent called me back approximately 30 minutes later to confirm that the line had been reset and to check that everything was working correctly.
The whole process was painless from start to finish and I didn't have to call Plusnet at any point. Both Plusnet's customer service agent and Openreach's engineer were at all times professional and courteous and were a credit to their respective organisations. Thankyou!
