shocking Service!! Andy Baker Call me I dare you to hear what customers really experience

[#1]

From his first day on the job, Andy Baker has never been interested in what us forum members or staff think.

Have a read through this topic - Plusnet get a new CEO - Andy Baker

You will note that both staff and forum members are keen to present ideas, and express what needs to be fixed, to Andy Baker, but by the end of the topic everyone has been ignored.

The situation has never changed since that day.

[#2]

Please read my posts and stop clouding the real issue. The connection is messed up accepted days lost earnings accepted not happy

45 minutes waiting for my call to be picked up unacceptable. But that has been the case for several years. Unhelpful plusnet staff the same. Process failures the same. Nothing to do with BT!! Stop and read my posts not others posting to me. Andy Baker does he really care about service that I am beginning to doubt. 15 years a customer only my 2nd ISP so been fairly loyal and you. Please stop wasting my time.

[#3]

All talk no action

Still 45 minute call waiting times
Customer service don't think so!

Are you all bots!! Really

[#4]

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@gwforbes wrote:
... as you have said yourself Andy Baker is not interested in these forums. I would hate for that to be true.

You have "put words into my mouth" which I never said - what I said was that Andy does not lurk here - not that he has no interest.  Please do not do that again.

Andy has others who lurk here for him, people who have the ability to do what needs to be done ... when BT Openreach and BT Wholesale allow those things to be done.

The point I sought to make is that I agree that those processes are not helpful, but changing those processes is not within Plusnet's (Andy's) gift.  Such changes would need to be driven by the industry regulator - Ofcom.

[#5]

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@Gandalf wrote:

Hello there.

I'm sorry that this appointment did not go ahead. Your order didn't progress as we'd expect within our supplier systems. It looks like this was the case because another provider has placed a cease on the line at your current address.

From reading the notes on your account, it looks like you're having second thoughts about continuing on? Let me know if you're happy to go ahead and I'll make sure the provide order at your new address is replaced for the earliest we can.

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@gwforbes,

Have you responded to @Gandalf's question?  Have you taken up his offer to ensure that your needs are met as quickly as possible?  What more do you need than an offer to especially look after your case?

You don't have to wait on the phone to respond - there will be an open ticket on your account (see the link below) which if you reply to saying you want to proceed ... I'm sure that will be sufficient for Gandalf to act.

If not, I'm sure he'll say so and fry my ears.

[#6]

Townman are you Andy Baker?
Please stop messaging me if you are not!
You obviously love plusnet and hate BT.
Please vent with BT ofcom not me.

After 15 years as a loyal customer plusnet are really not interested in my business that is obvious. So please pay heed to that oh so knowledgeable ones!

[#7]

Don't be silly - of course I'm not Andy Baker.

As for thoughts over Plusnet & BT - from many years of experience I have seen Plusnet try hard to promptly resolve customer issues, whilst BT (both Wholesale and Openreach) have sought to make things very difficult.  That experience is derived from managing 6 residential services and 8 business services, including new line provides and one premises move.  I assure you that EVERY problematic encounter was caused by BT.

No one is venting AT you, all that is being said is that YOU are venting in the wrong place.

Superuser escalation

This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.

Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.

Reason for escalation:  Review response

[#8]

You are not Andy Baker!

And disagree with you plusnet service is as poor as it has ever been.

My expectations are not high be assured but 45 minutes wait time really!!

I have never had any problems with BT so that is unfortunate for you.

I have shown no anger so don't get that comment please don't use that again just upset by the way I have been treated. third time in 5 years. No venting just saying how it is.

So please obey my wish and trying not to be rude but butt out!

WHERE IS ANDY BAKER!!

[#9]

No idea where Andy Barker is.

The quickest way to get your issue sorted, is taking Gandalf offer of help.

You may also find PN complaint process of use : https://www.plus.net/help/legal/complaints-code-of-practice/

[#10]

Never watched or read lord of the!
So who is Gandalf

Ring yeah give me one Andy Baker

[#11]

Gandalf ( forum username)  is a PN staff member who offered to help you, in his post here , which was the first reply to your thread. 

[#12]

@gwforbes please calm down. Let Gandalf sort it out for you. It's NOT plusnet fault. It's all down to Openreach as a supplier. Nothing that Andy Baker or PN can do about OR as they have no control or power.

[#13]

If the call centre for plusnet is outsourced to bt open reach then yes it's there fault.

But I don't think that is the case. Calm down what do you mean? Just get the waiting times and attitude on the phones sorted out and the shambolic communications.

Why are you trying to deflect the real issue? Bots!

Andy Baker where are you customers obviously don't matter to plusnet.

If it was someone would have been in touch with me by now

[#14]

I have no issue with bt openreach.
If you have a problem with openreach please post on your own thread. Thanks
No more posts condemning BT please!

[#15]

@gwforbes  Obviously, you have not understood, that BT provides the "infrastructure" that ALL isp`s have to use  to provide the Broadband service to their customers... ( with the exception of Fibre Optic only ISP`s ).

For example.... If you want to use the services of Great Western Railways,  and travel from London to Penzance, the trains will be run by GWR on NETWORK RAIL infrastructure. 

If Network RAIL, have problems along the way,. e.g. tree BLOCKING THE LINE at Reading, there is no way that GWR can run that train until Network Rail have CLEARED THE BLOCKAGE and pronounced it safe for GWR to run that train.

Relate that back to ISP`s and BT.....   Your ISP, ( plusnet) is trying to give you a service but is being BLOCKED by BT... in the same way as the tree is blocking the service for GWR on Network rail.

IPSO FACTO... it is no use blasting the CEO of GWR to get the tree shifted...( by getting down there with a chainsaw)...   It needs to be done according to the rules, regs,health & safety,  etc of Network rail...  Therefore your rants about BOTS and other stuff , such as "its nowt to do with BT - shut up" are not going to make the slightest bit of difference.......  It IS all to do with how the system works...

Unfortunately your line is BLOCKED by something that has gone wrong with the BT systems, ( transfer of ISP) ..  and therefore , until BT sort out the problem ( Like the above Network rail comparison )...your connection ( train) is going nowehere... even if the CEO got the tool to put your cable connection in ( the chainsaw previously mentioned in the GWR/Network rail comparison)...

You have already been given good advice to get in touch with @Gandalf regarding this, so that he can do his best to help you, but it seems that you are not taking advantage of his offer.... 

Further "ranting" about the CEO, Plusnet,  or BT etc will not progress your problem any quicker, ...

however, taking up @Gandalf `s offer , may well do so...

The other alternative would be to seek to commence your service with BT, and leave PlusNet....as you have no issue with BT Open reach,...