Do you think PlusNet gone Downhill ??

[#1]

In the last 6 months or so I don't think I ever got through to an Indian call centre and I had to ring many times as they kept yo-yoing between me owing them money and them owing me

[#2]

Quote from: Mav

I Personnaly I have been affected by a couple of issues recently including billing and faults. My experience is that PN resolved the issues satisfactorily and in a timely manner. All call-backs happened as promised.

I've contacted (by phone) PN twice in the last 18ish months, first time to report a fault - Reported late on a friday afternoon and got through in 5mins, an engineer was booked for AM the following Monday, who turned up on time, then got a courtesy call that afternoon to make sure everything went OK.
Second time was about a month ago to discuss my contract, and again late afternoon and got through in 5 mins.

Quote

Do I think PN is going downhill? No. Is there room for improvement? Yes

Ditto.
And lately  I do wonder how many are complaining based on actual issues and on personal experience, and how many are complaining just for the sake of it and based on what they've seen posted on the forum.
I know what i suspect...

[#3]

Quote from: Mav

Is there room for improvement? Yes

PN have agreed with that point on numerous occasions. I believe they are aware of the issues.

[#4]

No obvious purpose in collating the data, so didn't vote.
The individual topics are well covered elsewhere in the Forums.
M

[#5]

On the occasion's I have contacted PN  both by phone and tickets the response was  very good  but as I have  not needed to contact them for the past 18 months I am in no position to say what the service is like now but one thing they should introduce is  call waiting time or an indication of where you are in the queue as there is nothing more annoying than waiting on a phone with no idea of how long you need to wait.
Messages like you can contact us on our website only serve to wind customers up even more, "Hello" that's why we are phoning in the first place because we have no Internet connection.

[#6]

I voted no
On the couple of times I've needed support recently response to tickets has been adequate and putting the phone on speakerphone and carrying on with something else suits me 
I do know how the system works and act appropriately however. By posts I see on here I suspect some of the systems are not that intuitive and this winds up newbies and those with an Autism Spectrum Disorder 

[#7]

Quote from: gleneagles

On the occasion's I have contacted PN  both by phone and tickets the response was  very good  but as I have  not needed to contact them for the past 18 months I am in no position to say what the service is like now but one thing they should introduce is  call waiting time or an indication of where you are in the queue as there is nothing more annoying than waiting on a phone with no idea of how long you need to wait. Messages like you can contact us on our website only serve to wind customers up even more, "Hello" that's why we are phoning in the first place because we have no Internet connection.

what they actually need is a callback feature.
Plus I keep repeating if ticket times are brought down to a sane level e.g. 4-6 hours, then people will happily do tickets instead of ringing.