Do you really want my feedback?
Yes, we always want your feedback, what ever form it takes.
With regards to the first issue you mentioned, the person you spoke to in sales really should have been able to answer that question, that can't have given the best first impression. If I'm able to trace things back and find out who it was I'll make sure they're given some feedback and are advised appropriately.
That's a bit much in my opinion too and that would probably annoy me whilst at work. However I'm looking at your account and can't see a copy of any SMS responses that have been sent from a ticket, could you let me know what the nature of those messages was?
I'm sorry to hear about this too, I've sent some feedback to be passed to the agent as there is no hint of apology there which is something we should have done at that stage.
That's not what I can see. I can see from our response to 53354670 earlier this morning that we've booked the engineer for between 08:00 and 13:00 on the 26th, according to ticket 53146704 that's one of the three dates you chose.
In your circumstances I'd agree however we follow exactly he same billing process for each new customer as it's automated. I'll make sure we do discount a month of broadband subscription as a good will gesture for you though.
I hope you don't and as mentioned I'm sorry to see the problems you've encountered so far, your'e appointment is now booked in for the 26th and I've checked the account and all is in order there so I can't see any reason why you'd encounter further issues. If in a worst case scenario you do I'd urge you to reply to this post again to flag that up to me and I'll get straight on the case for you.
With regards to the first issue you mentioned, the person you spoke to in sales really should have been able to answer that question, that can't have given the best first impression. If I'm able to trace things back and find out who it was I'll make sure they're given some feedback and are advised appropriately.
Quote AND two text messages the next day while I'm working!
That's a bit much in my opinion too and that would probably annoy me whilst at work. However I'm looking at your account and can't see a copy of any SMS responses that have been sent from a ticket, could you let me know what the nature of those messages was?
Quote Now, fast forward Friday the 16th...
I'm sorry to hear about this too, I've sent some feedback to be passed to the agent as there is no hint of apology there which is something we should have done at that stage.
Quote Today I get a text giving me a date when my broadband is due to go active, which is after all the engineer dates I previously selected
That's not what I can see. I can see from our response to 53354670 earlier this morning that we've booked the engineer for between 08:00 and 13:00 on the 26th, according to ticket 53146704 that's one of the three dates you chose.
Quote That isn't cool.
In your circumstances I'd agree however we follow exactly he same billing process for each new customer as it's automated. I'll make sure we do discount a month of broadband subscription as a good will gesture for you though.
Quote The logical part of my brain is telling me to cancel this ASAP! but I'm fascinated to see how much more you can cock up.
I hope you don't and as mentioned I'm sorry to see the problems you've encountered so far, your'e appointment is now booked in for the 26th and I've checked the account and all is in order there so I can't see any reason why you'd encounter further issues. If in a worst case scenario you do I'd urge you to reply to this post again to flag that up to me and I'll get straight on the case for you.
Yes it does seem to be back on track (it's nice to have a bit of luck).
There wasn't any one major issue, just lots of little ones compounding each other - silly stuff. Sales could be improved, I bet you're missing out on opportunities there, at least the techies I spoke to knew their stuff. The upload speed could be displayed better and I hope you guys do roll out either 10mb upload or 80/20mb for a sensible premium (but I can live with 40/2).
It was the "Hi Plusnet would love to have some feedback.." it was sent at 2pm on the 12th with the url sent a little bit after (can post a screen shot if you want). I just found it too pushy after getting an email asking to same thing the day before. Not to mention that was my first contact from Plusnet
I understand that, it's principle putting the account on hold and still taking the money. Even just sending the router out would have been something. But thank you for the goodwill gesture.
You're lucky that the main competition is BT who only offer static IP's on their expensive business packages (which is an extra addon at £5 per month :o), plus their mystical traffic shaping which lacks any real documentation... Or talktalk who have been experiencing major disruption to their business customers all afternoon (one's with static IP's no less ::)), the service is so bad that these days that I keep ping running in a window (ah it's gone again now...).
Let's hope things are smoother from now on.
Regards, Gareth
There wasn't any one major issue, just lots of little ones compounding each other - silly stuff. Sales could be improved, I bet you're missing out on opportunities there, at least the techies I spoke to knew their stuff. The upload speed could be displayed better and I hope you guys do roll out either 10mb upload or 80/20mb for a sensible premium (but I can live with 40/2).
It was the "Hi Plusnet would love to have some feedback.." it was sent at 2pm on the 12th with the url sent a little bit after (can post a screen shot if you want). I just found it too pushy after getting an email asking to same thing the day before. Not to mention that was my first contact from Plusnet
I understand that, it's principle putting the account on hold and still taking the money. Even just sending the router out would have been something. But thank you for the goodwill gesture.
You're lucky that the main competition is BT who only offer static IP's on their expensive business packages (which is an extra addon at £5 per month :o), plus their mystical traffic shaping which lacks any real documentation... Or talktalk who have been experiencing major disruption to their business customers all afternoon (one's with static IP's no less ::)), the service is so bad that these days that I keep ping running in a window (ah it's gone again now...).
Let's hope things are smoother from now on.
Regards, Gareth
Wow. 
I can now use the iPlayer app on my TV, it only takes a few seconds to buffer on the highest quality. Fired up youtube on my PC (and the same time) and played a 1080p GoPro video which loaded 5 times faster than it played. Just played some MW3 and got called a hacker so that's a good sign
(2mb isn't enough to host a match though).
I got some pretty rubbish speedtest results so I downloaded a game off Steam and the first gig downloaded at a nice stable speed of 36-37mb/s. As I suspected, speed tests are heavily overrated (all you need is ping and resource monitor).
The Openreach guy wasn't happy about about running an extension cable outside (he said the extension wasn't requested?), but when he saw how far it would have to go internally he changed his mind.
Just need to sort the upload rate out and I'll be a very happy customer!
I can now use the iPlayer app on my TV, it only takes a few seconds to buffer on the highest quality. Fired up youtube on my PC (and the same time) and played a 1080p GoPro video which loaded 5 times faster than it played. Just played some MW3 and got called a hacker so that's a good sign
(2mb isn't enough to host a match though).I got some pretty rubbish speedtest results so I downloaded a game off Steam and the first gig downloaded at a nice stable speed of 36-37mb/s. As I suspected, speed tests are heavily overrated (all you need is ping and resource monitor).
The Openreach guy wasn't happy about about running an extension cable outside (he said the extension wasn't requested?), but when he saw how far it would have to go internally he changed his mind.
Just need to sort the upload rate out and I'll be a very happy customer!
Quote what is the point in filling in tickets if they're not going to read them?
I totally agree, we're sorry about that. Some stern feedback will be given I can remove you from the trial if you like but in the interests of being realistic I really can't guarantee that it will fix the fault, do bear in mind to that will take 24 hours, during which time we won't be able to raise a fault for you.
I'll place the order now to take you off the trial, if you change your mind you'd just need to let me know ASAP so I can cancel it.
Adam
Hi again,
Often the scale of wholesale broadband provision itself means that we're not always party to precise information about every piece of work carried out on a single line, however we are proactively advised of any planned engineering work that may affect a large number of customers.
We've got the order in place to take you off 80/20 now, my colleague on faults that updated your ticket today will look after you, he often posts on the forum directly himself.
Quote I'm amazed how difficult it is to tell if an engineer has been playing around with equipment
Often the scale of wholesale broadband provision itself means that we're not always party to precise information about every piece of work carried out on a single line, however we are proactively advised of any planned engineering work that may affect a large number of customers.
We've got the order in place to take you off 80/20 now, my colleague on faults that updated your ticket today will look after you, he often posts on the forum directly himself.
Hi Gareth6,
Sorry to hear of the problems you've been having. I've asked one of our faults team to pick this up and see if we can get an update as to what the next step will be.
Jojo
Sorry to hear of the problems you've been having. I've asked one of our faults team to pick this up and see if we can get an update as to what the next step will be.
Jojo