Shockingly bad customer services - witsend

[#1]

Thanks for the confirmation, jelv. Much appreciated.
It was foolish of me to think PN would know what I wanted and why, without my being very explicit. 
I have to say, this forum has been a real eye-opener to just how bad PN really is (and all that time I thought it was just me...). I look forward to hearing more on BBC's "Watchdog", as I have no doubt it'll end up there (... or maybe "Crimewatch" would be more appropriate...  )
I've requested the correct steps to leave asap via my (ongoing) call with Support, but I think everyone's out this afternoon. 
Cheers... and I will come back and visit and let everyone know where the map to the escape tunnel is... 

[#2]

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either a more realistic and narrower window of when an engineer will definitely turn up and/or a sense that the problem will ever be resolved

Unfortunately without an engineers visit to investigate where the issue actually lies there isn't much else we can do to help resolve the issue. The slots are available either am (8am-1pm) or pm (1pm-6pm), we can't be more specific than that as the engineer may have other jobs that they have to do before coming to your premises.

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To all the other badly abused customers out there... if you want servicable broadband, just leave PN.

I'm sorry you feel that way, however without an engineers visit there isn't much more we can do for you.

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Please can you action the closure of my account and allow me to move to another ISP as quickly as possible.

As Jelv points out, to cancel your account you'd need to give our customer options team a call on 0845 140 6002 or write a letter to us.

I understand you're frustrated, however there is a process for fault resolution that needs to be followed and the next step of this is an engineers appointment in the slots we've advised. I'm not sure why Watchdog or Crimewatch would have interest in this when we've done everything we can to try and help resolve this so far and are waiting for timeslots for a visit from yourself.

[#3]

Hi Chris,
Thanks for the confirmation of the phone number. I've just spoken to ****** (self-moderated to save OldJim or Barry the task).
My choices appear simple...
Continue to pay PN for nothing, with no foreseeable time when I might have usable broadband again, while I inconvenience my employer and sit at home for (at least) half a day (with the reported likelihood of either a no-show and/or subsequent visits needed) and potentially no fix in sight because the nature (and therefore resolution) of the problem is totally unknown to you.
Or... go without broadband for the 5 days it'll take to get my MAC code and move to an ISP whose forum clearly shows that there isn't a multitude of people all with the same issue, all being as poorly treated as PN's customers clearly are !
I've had a fault call open for over a month with no real action. Replaced all 'n sundry equipment in various combinations. Turned off my phone for days at PN's instruction, to remove that from consideration, only to have PN update my calls saying you had tried to call but couldn't get an answer... !?!?!?
PN's processes for fault identification/resolution are waaaaaaay too lengthy, repetitous, inconsistent and open-ended, without visible escalation routes, and no management intervention to expedite/reassure that a resolution is even achievable.
I've been paying PN for a service which you provide through a 3rd party, over which you have no control and hold absolutely no sway; and you seem unable to leverage what must be a large sum paid to BT to enable you to offer your customers something close to a service.
What would you do ?

[#4]

Quote from: witsend

What would you do ?

Personally? I certainly wouldn't quit now, when the next step is to finally get an engineer sent out!
The process that you're complaining about (and it really does seem unjustifiably lengthy) is all to make sure that an engineer visit is worthwhile. That will be someone from BT Openreach, who are responsible for the copper line between your house and the exchange, and may end up involving the DSLAM equipment in the exchange, owned by BT Wholesale.
*Any* new ISP you go to (even LLU) needs to use the same copper line - so if the fault lies there, you will have to go through the same fault-tracing procedure with them, to get to the same appointment with the same engineer.
A non-LLU ISP will also use the same DSLAM equipment, so if the fault lies there, you will have to go through the same fault-tracing procedure with them.
LLU ISPs will have their own equipment, so a BTw DSLAM fault would not impact them.
And as for how much the service is costing you etc. - That's best dealt with after the fault has been fixed, or you leave. You can make a definitive statement that the service was lost for N days, and PlusNet can make a definitive offer to keep you happy.
That would be my personal approach, because my personal goal would be to focus on getting the internet connection working first, and leaving all other complaints until afterwards.

[#5]

Quote from: WWWombat

The process that you're complaining about (and it really does seem unjustifiably lengthy) is all to make sure that an engineer visit is worthwhile. [... ...] That would be my personal approach, because my personal goal would be to focus on getting the internet connection working first, and leaving all other complaints until afterwards.

Excellent explanation and advice WWWombat.  Please can we put this in the Library after a bit of editing, or possibly make the post a "sticky"?

[#6]

Sorry snozboz, but I think you're completely missing the point.
It shouldn't take 6 weeks to get to the point of deciding an engineer visit is required.
I shouldn't need to take half a day's (unpaid) leave each time a BT engineer might turn up and decide he might need access to the NTE.
I shouldn't be paying for 0.12Mb/s when, if an engineer visit is required, all my fannying around has been accepted that it's not the stockpile of filters, cables and routers I've been "testing" for weeks.
I shouldn't see multiple calls opened and closed when I have a single issue.
I shouldn't need to join a forum and complain about PantsNet simply to get any service attention.
I shouldn't have to wait 20mins on the phone if I have to contact PantsNet direct.
...I could go on...
In reading the forum I see people having their payments suspended while problems are being sorted, and customer's offered two hour call windows (with telephone calls 20mins in advance, to warn of impending visit); and even people that have complained on the forum who see their connection issues simply disappear.
Yes, I'd be very keen to see the fault process come to a correct conclusion, for my own confirmation that everything is working as it should. But I shouldn't have to keep paying PantsNet while their laboriously slow processes make no progress, and I'd expect PantsNet to be able to offer a customer service that left me feeling that something was actually going on in Support, as opposed to all this fire-fighting I see on the forum.
Stick that in your library.