The longest ticket ever? Question #41188525
I am coming to the conclusion that getting a fault fixed with plusnet is luck of the draw. I have had a ticket open since the 28th March and without all the boring details moved to CN21 and since then my line has dropping regularly despite two training periods an engineers visit a new router and and two periods of waiting and seeing if things "settle down" . Best was the message that my line was now running as expected and stable despite it losing sync several times a day.
I believe there are some good people at plusnet (Jojo for one but I have dealt with a couple of other excellent people as well) ) who try their best to clear up faults a s quickly and efficiently as possibe however it does appear to me however that when a fault moves from one team to another the fault falls in to a period of inactivity which is unacceptable. I think when this happens there is a loss of ownership and urgency that is detrimental to the process. On two occassions I have been told someone will be back to me within 48hrs but I have had to prompt a response as no one did.. On one occassion when I called for an update I was told it doesnt mean 24-48 hrs it means up to 72hrs. How can that be???
My last last update was Friday 1.40 and I was told someone would be looking at it soon. Now Sunday 4-15pm and not a peep. This has been going on for a month now, not to mention billing issues after my house move (thanks for the refund of the overcharges and two free months I really do appreciate the gesture) and more recently a spurious phone cancellation also connected to the house move.
These none technical issues are minor in my opinion and have been dealt with quickly and effectively by friendly professional staff. What I didnt appreciate however was having three live questions open at once meant my ticket for the long standing technical issue simply vanished and there appears to be no way for the customer to cancel tickets to get a pervious question back into help assistant. (Another call)
If I was a customer of certain other providers I would imagine all this would be par for the course however I am a Plusnet customer and this isnt what I have come to expect based on previous experience in the time I have been with them. I hope it isnt a sign that now Plusnet are getting bigger and busier that they will simply become as inept at customer service as their main competition is. In which case I iwill just have to pay more and move to one of the smaller providers who can still look after their customers well, but at a price.
My Question is number #41188525 and what I would really like is for someone to take ownership of it through to a successful resolution. I dont want apologies or explanations or justification or even someone pointing out "smallprint" in terms and conditions as happened recently, just a resolution made possible by teamwork and good communication. Anyone going to step up to the plate?
Lancsboy
I believe there are some good people at plusnet (Jojo for one but I have dealt with a couple of other excellent people as well) ) who try their best to clear up faults a s quickly and efficiently as possibe however it does appear to me however that when a fault moves from one team to another the fault falls in to a period of inactivity which is unacceptable. I think when this happens there is a loss of ownership and urgency that is detrimental to the process. On two occassions I have been told someone will be back to me within 48hrs but I have had to prompt a response as no one did.. On one occassion when I called for an update I was told it doesnt mean 24-48 hrs it means up to 72hrs. How can that be???
My last last update was Friday 1.40 and I was told someone would be looking at it soon. Now Sunday 4-15pm and not a peep. This has been going on for a month now, not to mention billing issues after my house move (thanks for the refund of the overcharges and two free months I really do appreciate the gesture) and more recently a spurious phone cancellation also connected to the house move.
These none technical issues are minor in my opinion and have been dealt with quickly and effectively by friendly professional staff. What I didnt appreciate however was having three live questions open at once meant my ticket for the long standing technical issue simply vanished and there appears to be no way for the customer to cancel tickets to get a pervious question back into help assistant. (Another call)
If I was a customer of certain other providers I would imagine all this would be par for the course however I am a Plusnet customer and this isnt what I have come to expect based on previous experience in the time I have been with them. I hope it isnt a sign that now Plusnet are getting bigger and busier that they will simply become as inept at customer service as their main competition is. In which case I iwill just have to pay more and move to one of the smaller providers who can still look after their customers well, but at a price.
My Question is number #41188525 and what I would really like is for someone to take ownership of it through to a successful resolution. I dont want apologies or explanations or justification or even someone pointing out "smallprint" in terms and conditions as happened recently, just a resolution made possible by teamwork and good communication. Anyone going to step up to the plate?
Lancsboy
There's a thread on here for a user whose connection isn't delivering properly that's been going for a year.
beat you all! 
13 months and counting!
Quote from: jelv There's a thread on here for a user whose connection isn't delivering properly that's been going for a year.
Guess who I was thinking of when I posted that!
Quote Guess who I was thinking of when I posted that!
ummmmm?
