so why should I stay with Plusnet?
Been a long time customer of Plusnet ( 5+ years), but I really am at the end of my tether.
In the last two weeks I have endured:
a 3 day outage of no router sync because someone unplugged something at my exchange. 2 days of that were wasted because of Plusnet's failure to escalate it promptly (despite me providing more than adequate information about the tests on my equipment before I raised the call)
Ticket#48320222, 48333545
this was followed by a call to Plusnet support informing them that my exchange is now a market2 and that I wanted a market2 deal. This resulted in Plusnet trying to spin me a yarn that it wasn't a market2 exchange, it was a market1, when I told them that 3 other trackers were all showing this, they quickly backtracked and called it a "internal systems fault" perhaps they think all their customers are idiots.... ticket #48607120
This week my broadband has been down since middle of the week, got router sync this time, but authentication problems. Also my phone is not routing correctly either, calling our landline does not call our number, it calls someone else (i'm guessing both problems are related). Nothing much seems to be happening with regards to sorting it out (everything stops for the weekend with BT Wholesale it seems), worse still, Plusnet have told me naff all as to what's going on (Ticket#48358727)
Because of the almost total lack of communication, I decided to call them only to be hung up on me after sitting in the support queue for 35 minutes>:(, and then the redial took another 40 minute wait>:(, only to be talked through how to enter my details into a Thompson router (I stopped the guy as soon as I worked out he was trying to talk me though Thompson router instructions, and I didn't have one of those, and never said I did).
In addition to all this, all the perks of the Plusnet of old have slowly been whittled away. No CGI access, the SMTP MX backup mail servers have recently been retired, so all this downtime means I am losing emails (of course the IMAP that Plusnet offer is woefully inadequate space wise).
I realize that some of these problems are down to BT Wholesale, but after the first round of problems, I asked Plusnet what the eventual problem was, and what BT/Plusnet were doing to ensure it didn't happen again (which is the key to continuous improvement and just got the brush off)
SO WHY SHOULD I CONTINUE TO STAY WITH PLUSNET? The only reason I can think of right now, is the referral discounts.. really that is it...... (oh and the 12 month pre-pay I took out on my phone rental)
In the last two weeks I have endured:
a 3 day outage of no router sync because someone unplugged something at my exchange. 2 days of that were wasted because of Plusnet's failure to escalate it promptly (despite me providing more than adequate information about the tests on my equipment before I raised the call)
Ticket#48320222, 48333545this was followed by a call to Plusnet support informing them that my exchange is now a market2 and that I wanted a market2 deal. This resulted in Plusnet trying to spin me a yarn that it wasn't a market2 exchange, it was a market1, when I told them that 3 other trackers were all showing this, they quickly backtracked and called it a "internal systems fault" perhaps they think all their customers are idiots....
ticket #48607120This week my broadband has been down since middle of the week, got router sync this time, but authentication problems. Also my phone is not routing correctly either, calling our landline does not call our number, it calls someone else (i'm guessing both problems are related).
Nothing much seems to be happening with regards to sorting it out (everything stops for the weekend with BT Wholesale it seems), worse still, Plusnet have told me naff all as to what's going on (Ticket#48358727)Because of the almost total lack of communication, I decided to call them only to be hung up on me after sitting in the support queue for 35 minutes>:(, and then the redial took another 40 minute wait>:(, only to be talked through how to enter my details into a Thompson router (I stopped the guy as soon as I worked out he was trying to talk me though Thompson router instructions, and I didn't have one of those, and never said I did).
In addition to all this, all the perks of the Plusnet of old have slowly been whittled away. No CGI access, the SMTP MX backup mail servers have recently been retired, so all this downtime means I am losing emails (of course the IMAP that Plusnet offer is woefully inadequate space wise).
I realize that some of these problems are down to BT Wholesale, but after the first round of problems, I asked Plusnet what the eventual problem was, and what BT/Plusnet were doing to ensure it didn't happen again (which is the key to continuous improvement and just got the brush off)
SO WHY SHOULD I CONTINUE TO STAY WITH PLUSNET? The only reason I can think of right now, is the referral discounts.. really that is it...... (oh and the 12 month pre-pay I took out on my phone rental)
Hi ClashcityRocker,
I'm really sorry to hear about these issues.
Just to address the more immediate issue first I can see that tests performed on the 11th do indeed show a problem with the line, more specifically a physical disconnection of the line at the exchange. I can see that engineers began work to resolve this just over an hour ago so I'd hope this should be resolved soon and will make sure you're kept posted.
Re ticket 48607120 and the market area issue I can only apologise as the person who initially responded had only checked our internal record of your market area rather than use a checker as you did. Feedback will be given about that and also for any problems you may have had when calling us.
To be entirely honest, none of them are. Thanks for drawing the issues you've had with support to our attention. With regards to the fault that's with our phone suppliers BT Openreach at present. I'll keep communicating with them and updating yourself.
I'm really sorry to hear about these issues.
Just to address the more immediate issue first I can see that tests performed on the 11th do indeed show a problem with the line, more specifically a physical disconnection of the line at the exchange. I can see that engineers began work to resolve this just over an hour ago so I'd hope this should be resolved soon and will make sure you're kept posted.
Re ticket 48607120 and the market area issue I can only apologise as the person who initially responded had only checked our internal record of your market area rather than use a checker as you did. Feedback will be given about that and also for any problems you may have had when calling us.
Quote I realize that some of these problems are down to BT Wholesale
To be entirely honest, none of them are. Thanks for drawing the issues you've had with support to our attention. With regards to the fault that's with our phone suppliers BT Openreach at present. I'll keep communicating with them and updating yourself.
We've reported the lack of dial tone back to the engineers for you, they're on their way back to the exchange. I'm sorry things aren't much further forward but I'll keep you updated as often as I can.
I agree, all those points highlighted two years ago are no better today.
It seems that if you want a 'sensible' response to an issue, you are much better of airing your problem on this forum, and with a little patience generally things get resolved.
From responses expressed on this forum, it would appear that the CS people on the phone don't seem to have detailed product knowledge or the power to resolve very much.
The ticketing system is still way too slow - why does it often take four or five DAYS to get a response from CS after the customer has either raised a ticket, or added more detail to an existing ticket ?.
Then there is still the issue of tickets not being read properly, with all that entails.
The best thing that Plusnet have done in the past two years is let 'Jojo' loose on this forum, and show the rest of CS how it should be done !
It seems that if you want a 'sensible' response to an issue, you are much better of airing your problem on this forum, and with a little patience generally things get resolved.
From responses expressed on this forum, it would appear that the CS people on the phone don't seem to have detailed product knowledge or the power to resolve very much.
The ticketing system is still way too slow - why does it often take four or five DAYS to get a response from CS after the customer has either raised a ticket, or added more detail to an existing ticket ?.
Then there is still the issue of tickets not being read properly, with all that entails.
The best thing that Plusnet have done in the past two years is let 'Jojo' loose on this forum, and show the rest of CS how it should be done !
