Where did it all go wrong?

[#1]

At least you got a MAC code.  I asked for mine and was told to phone which I did last week.  After holding for 25 minutes I spoke to someone who said the system was down and they would get someone to call me back the next day after 9:30 am. Five days after making the call, I am still waiting for my call back, I have a ticket outstanding too.  I don't want to leave Plusnet, but feel their uncompetitive pricing, ever declining support standards and the fact i can pay less to their parent company and save the £12 a month I pay for BT sport leaves me with little choice.  If Plusnet offered BT Sport or could offer me a combined broadband/phone package that worked out £12 cheaper than the combined BT phone/broadband/BTsport package then I would stay even with the dodgy customer service.

[#2]

Hi JJF,
I'm afraid we can't take cancellation requests by ticket, as per http://www.plus.net/support/service/policies/cancellation.shtml#requestCancellation (scroll down past the flow chart) you'd need to either call us or write in. That's why a MAC hasn't been added to the ticket.
It'd certainly be easier for our agents to discuss possible deals with you if you'd be willing to call in.

[#3]

OK, well my fault has finally progressed, I will update my other thread here:  http://community.plus.net/forum/index.php/topic,111551.msg1005187.html#msg1005187
I have to admit I haven't looked into moving on at the moment, as much as I am completely and totally pissed off with the contempt shown by PN to existing customers, especially those on contract, which states 'I must pay you what you say and no less for a period of time, but we can also put the bills up as and when we like and not honour the agreement, because we are a large company and don't give a damn about good old fashioned honesty and a gentlemans agreement.
What this has taught me, is to not believe a single word told to me by telecoms/energy companies, because it is all about ripping off the consumer and lining the pockets of the top men and women.
I am with no doubt that which ever ISP I am with, it will be exactly the same.
It is an industry wide problem.. look at Sky, BT and TalkTalk, they all do exactly the same as and when they feel like it.
These companies know we have NO CHOICE than to use 1 of them, and unfortunately even though PlusNet WERE better than these, they now have the BT influence trickling down, and boy can I see the BT blood in PlusNets veins now.
I have complained to OFCOM about the bill rises in my contract period, I DON'T CARE IF THERE IS TINY PRINT SAYING PN CAN RAISE THE PRICE IT IS A DIRTY AND UNFAIR MOVE.
No doubt OFCOM will fob me off, but at least I can hold my head up and say proudly that the price I agree with MY CUSTOMERS is the price I WILL HONOUR.
So, it looks I will be staying for now, and the ONLY reason for that is the help I have had rectifying my fault from Chris Pettitt.
PLUSNET should look at the extra effort Mr Pettitt has put in and follow his suit.  He has kept PlusNet 1 customer at least, and I would think many more would have left to if it wasn't for his intervention.

[#4]

I would like to add my voice to the Chris Pettitt appreciation society !, 
for all the effort he put into resolving a problem I had a few months back where others seemingly couldn't be bothered.
Thanks again to Chris Pettitt !. 

[#5]

Matt,
If you bothered to read my post and read my ticket, you will see that I did indeed telephone as required (before 8pm as instructed) and that after holding for a lengthy period I was told the system was down and it was arranged for someone from Plusnet to call me back the next morning after 0930.  I am still waiting for this call back.  As far as I am concerned, I made the call to yourselves requesting my MAC and it is you who have not provided it. 
Just to emphasise my issues are:
I DID TELEPHONE AS REQUIRED to request my MAC.
Due to your system "being down", I was promised that Plusnet would PHONE ME BACK the next morning after 0930.
Plusnet have FAILED TO CALL ME BACK.
I hope I have made it clear for you as I am becoming exasperated.

[#6]

JJF - If i were you I would write to Plusnet and demand your MAC code. Sadly this company does not listen to polite requests. 

[#7]

I was thinking of just turning up at the head office and refusing to leave the building until they gave it to me.  Either that or just go straight to the regulator as I have been waiting for a call back for two weeks now.

[#8]

Hi JJF,
Unfortunately as the systems were down at the time of your call there's no record showing of it, so we'll need to go through the call records. From looking at your tickets it would seem you called on the 7th, is that correct? If you could advise what time approximately it was and if at all possible whether the call was made from the landline or mobile number on your account I'll dig the call out and make sure you get the MAC.
Really sorry about this.

[#9]

I called on Tuesday 6th August 2013 at 19:30 held and was cut off after a wait.  I called again at 19:54. I called from my mobile.
Ironically, I was hoping for the call back to discuss what offers would be available rather than leaving as I did value Plusnet as my service provider.  I am still prepared to stay, even if they can't fully match the deals available elsewhere and despite BT offering free BT sport which is costing me £12 per month.  (mainly because I am a baseball fan).  I also want to switch my phone line to be with my broadband.
Based on this, my combined phone, broadband and BT Sport bill would work out as follows:
Plusnet - £437.88 per annum with the first year at £318 (includes cost of Bt Sport at £144)
BT - £377.40 per annum with the first year at £281.40 (BT Sport free)
SKY - £408 per annum with the first year at £318 (includes BT sport at £144).
Ironically, Sky are offering a minimum 12 month contract compared to 18 months for the others.
So I do want my MAC code but would still like a call back to discuss options.

[#10]

Right, found the call and passed all the details on to the COT team leaders, they'll look into it and make sure someone calls you within the next couple of hours or so - really sorry you've had to chase that. Must admit I hope we can offer something that tempts you.