Poor ticket reply times
Thanks Townman, yes understand the constraints of BTOR, it is the lack of response, updates from Plusnet which is annoying me, still have not had a reply since 0847 Thursday, after the fault re-occured so the ticket is not even back for re-appointment with BTOR.
I have my work provided internet also provided over BT via a third party which is working fine but family are whinging like made as the home service has pretty much been off for nearly a week. Dont realise how much they use it till it's broken
It might be time for a change.
I have my work provided internet also provided over BT via a third party which is working fine but family are whinging like made as the home service has pretty much been off for nearly a week. Dont realise how much they use it till it's broken
It might be time for a change.
The number of Plusnet users has risen by about 25% (150,000) in the last year. New users will always generate more support calls anyway.
The problem is not so much that OpenReach have suddenly got much worse but that Plusnet don't have the trained and experienced resources to deal with them.
There is something Plusnet could do to improve the situation: http://community.plus.net/forum/index.php/topic,122115.0.html
The problem is not so much that OpenReach have suddenly got much worse but that Plusnet don't have the trained and experienced resources to deal with them.
There is something Plusnet could do to improve the situation: http://community.plus.net/forum/index.php/topic,122115.0.html
The staff on here also are the complaints department:
If their presence on here is limited they must be dealing with one heck of a lot of complaints!
Quote from: JessBooth Customer Relations is a new Team within Plusnet, combining our Digital Care & Complaints Teams. We are responsible for resolving customer questions, queries & complaints via all channels, including (but not limited to) the Plusnet Community Forums, Twitter, Facebook and through our Complaints processes.
Prior to July, our social media presence was dealt with by Digital Care, a team that consisted of 5 people. By combining Digital Care with our Complaints Team, we now have up to 15 people who are able to cover these workflows across all of our brands, which includes Plusnet, Madasafish & Metronet. In the near future, you will also see us begin to expand the hours we’re here on the forums and social media, in order to provide you all with a more improved customer experience.
If their presence on here is limited they must be dealing with one heck of a lot of complaints!
Good point! If you didn't raise a fault by going through the trouble shooter at http://faults.plus.net/ when they do respond to the ticket it's likely they will ask you to go through the troubleshooter anyway.
Too little too late . . . 
Just to update as I was getting increasingly annoyed with the lack of response I did go ahead and put in a request t o change providers . . . to that end got a telephone call the next day from plusnet asking if I had put a request in too cancel the service, I advised of my reasons and then the lady in question assisted in identifying the fault, and was very helpful, but as its an exchange issue they cannot fix it as I have requested for the service to be moved. They did say if I cancel the request they could send someone out to fix but as I said its too little too late and I will be moving away I'm afraid which does unfortunately for me mean I will have to just do without Internet until it gets moved over.
Just to update as I was getting increasingly annoyed with the lack of response I did go ahead and put in a request t o change providers . . . to that end got a telephone call the next day from plusnet asking if I had put a request in too cancel the service, I advised of my reasons and then the lady in question assisted in identifying the fault, and was very helpful, but as its an exchange issue they cannot fix it as I have requested for the service to be moved. They did say if I cancel the request they could send someone out to fix but as I said its too little too late and I will be moving away I'm afraid which does unfortunately for me mean I will have to just do without Internet until it gets moved over.
