Plusnet provides the worst customer service that I have ever experienced!
My main complaint is the total lack of feedback and response to tickets raised for connection faults. In the past 3 years I have had 3 major faults that have affected my Broadband connection. On the past 2 occasions Plusnet has utterly failed to resolve the issues even after weeks of phone calls and tickets raised (they could not find any fault and I'd just have to live with really slow connection speeds - 64 -100K!!). On those occasions I was given lots of excuses about the company growing and being very busy and training new staff etc etc. To cut a long story short the fault was only resolved when the fault also started effecting my voice calls on the phone line which only happened weeks and months after it affected my broadband. Once this happened I could raise a fault call to BT, who are frankly amazingly efficient and gave me total confidence in their service. Each time faulty cable was replaced in the road. I could then get connections of around 2MB - which I was very happy with
Once again I am having major connection problems - line really struggles to sync, SNR really high one minute and then drops to zero, connection drops . Tried different routers in master socket - this didn't make a difference. I raised a ticket a week ago, it took 3 days to tell me that the answer to all my problems was 'interlacing' which would be helpfully implemented for me and would also make gameplay pretty useless ( not a cure for the fault but just a sticking plaster to mask it). Well not surprisingly this has made no difference to the fault. I fed this info back on Wednesday and since then have heard absolutely nothing. I have never dealt with any organisation that leaves me so frustrated. I'm not sure if it's a comfort or otherwise to see that there are several other customers here experiencing similar levels of service and frustration. I have not phoned yet, as in my experience that only leaves me only more fed up with the service and a higher phone bill! It is stated that connection faults take longer to deal with because they have to be escalated to 3rd parties and on average take 8 days to resolve. Well I'm on the 8th day since I reported this fault and all I've had is one automated response. Someone is really going to have to pull their finger out to resolve this now within 8 days! Another gripe is why can't I report a fault? Why is it that the only way to do this is hunt around the website and then ending up 'asking a question'
?Why can't it be raise a ticket or report a fault. It's almost as if Plusnet Cutomers never have any problems - as if !!
Once again I am having major connection problems - line really struggles to sync, SNR really high one minute and then drops to zero, connection drops . Tried different routers in master socket - this didn't make a difference. I raised a ticket a week ago, it took 3 days to tell me that the answer to all my problems was 'interlacing' which would be helpfully implemented for me and would also make gameplay pretty useless ( not a cure for the fault but just a sticking plaster to mask it). Well not surprisingly this has made no difference to the fault. I fed this info back on Wednesday and since then have heard absolutely nothing. I have never dealt with any organisation that leaves me so frustrated. I'm not sure if it's a comfort or otherwise to see that there are several other customers here experiencing similar levels of service and frustration. I have not phoned yet, as in my experience that only leaves me only more fed up with the service and a higher phone bill! It is stated that connection faults take longer to deal with because they have to be escalated to 3rd parties and on average take 8 days to resolve. Well I'm on the 8th day since I reported this fault and all I've had is one automated response. Someone is really going to have to pull their finger out to resolve this now within 8 days! Another gripe is why can't I report a fault? Why is it that the only way to do this is hunt around the website and then ending up 'asking a question'
?Why can't it be raise a ticket or report a fault. It's almost as if Plusnet Cutomers never have any problems - as if !!
............keep reading things like this.................and well I know I know I know..................but one word........ok, two letters, sums it all up really............you ready? 
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B.T.
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.....I mean come on.........what do you expect, really?
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B.T.
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.....I mean come on.........what do you expect, really?
B.T. Better Training.....for more staff to answer tickets quicker....
B.T. Better Timing....For initial responses to tickets
B.T. Better Targets.... For answering tickets promptly
B.T. Buying Time.... so that the assurances given in 2009 and early 2010 can be realised....
B.T. Better Timing....For initial responses to tickets
B.T. Better Targets.... For answering tickets promptly
B.T. Buying Time.... so that the assurances given in 2009 and early 2010 can be realised....
Well I thought I should post an update to my original posting of 3 weeks ago. I thought that I might have been a little harsh in the title for this thread however I really do think that it was justified. I have had a very degraded broadband service for 1 month now ( at times totally unusable, and at best dial up speeds) and there is absolutly no sign of when it is going to be resolved. Everything has been done to eliminate internal causes for this and everything points to a problem external on the line. The single most frustrating issue is that every single response that I log for this ticket takes at least 4 or 5 days to get any reply. I can accept an initial delay maybe but once things start to get moving I would expect for communication to be a little more swift. I understand that my ticket has now been forwarded to 'the priority team' and that all responses should be within 24 to 48 hours. Well if this is priority service then I only shudder to imagine what level of service comes with 'ordinary level service' - maybe sometime later this year we might get around to you maybe...?
Not a happy or in any way satisifed customer right now - Just let me know what is happening
Not a happy or in any way satisifed customer right now - Just let me know what is happening
Hi Tony,
In this case a fault has already been raised and logged, though thanks for spreading the word - the more people we get using the troubleshooter the better and easier it'll get for everyone
In this case a fault has already been raised and logged, though thanks for spreading the word - the more people we get using the troubleshooter the better and easier it'll get for everyone
