Things seem to be going downhill at Plusnet Mansions and I'm not too chuffed. Several years ago BT bought Plusnet and I feared the worst, given that most of what BT turns its hand to turns to dust for the customer. But at first there seemed no change. Now there is and it is not at all encouraging.
I first joined Plusnet because it was voted one of the best ISPs by which magazine, not least for its customer service. That has now changed. Once you could report a fault online in the message system. That's been junked. Why? Economies, I suspect, though there's nothing to tell us why. Live chat is worse than useless. Quite apart from the delay in getting answers to your questions (I don't doubt the saps have to handle several callers at a time, so it isn't their fault), finally all they do is 'give you links' to elsewhere on the website. So all you can do is ring up and wait for a long time. It didn't used to be too bad, but now it is quite bad given that all those who reported faults online are also now having to ring up, adding to the numbers in the queue.
Over these past few months my fibre connection has been getting decidedly flakey, dropping off regularly for a minute or two about once every few minutes (or so it seems - though there should be no 'slow connection' message if you are on fibre optic).
I decided to report it and was encouraged to 'Ask Jess'. I did: ' want to report a fault', I asked, which is pretty sodding unambiguous. Jess reply? A link to a video about how I can 'improve my broadband connection'. What the fuck that's got to do with 'reporting a fault' I don't know. So - and I trust these forums are monitored by Plusnet - a word of advice: don't sh*t on your customers. There are plenty of ISPs out there still not owned by bloody BT who will want our custom. And don't rely on us staying because we think it will be 'too much hassle to change'. I find once you get to a certain level of frustration with a deteriorating service, nothing is too much trouble if you think it will improve things.
dick:red Avoidance of swear filter edited as per forum rules.
