Plusnet - totally unprofessional

I've been trying for 5 months to migrate 8 Metronet accounts to its (now) parent company, Plusnet. During this time, I've had assurances from 4 or 5 customer service (joke) representatives that my request would be actioned - none of them have delivered! Needless to say, there is little chance of escalating this issue - Plusnet seem to have no process to accomodate this!


The 8 accounts are for a single special needs school who need to migrate to more suitable packages, to save money. As an IT consultant, I regularly have to deal with IT\Telecomms service companies - often many have poor customer services. However Plusnet have reached new depths in my experience and are to be avoided if good customer service is on your agenda when choosing an ISP.

Can't you just get a MAC code and migrate?

Check what is available from the exchange that services the school.

See if there are any of the better LLU providers there.

Alastair

omadasafisho

Hi there,

Sorry to hear of the problems you've had so far. If you want to drop me a PM with the details of the accounts you're trying to move over and a contact email address I'll happily take a look into this for you.

Chris Parr
Plusnet Comms Team
Service Status :: RSS :: Email

I've not long replied to your thread about the same thing over on ISPr.

Either me or Chris will be happy to look into this for you. You'll only need to message one of us though with the account details.

Bob Pullen
Plusnet Customer Support
Service Status :: RSS :: Email
http://twitter.com/plusnet

PM'd you today Chris.Hopefully we won't need to look to another ISP. I'll report back to this forum in the next week or so.

Thanks, we'll be in touch soon. If you want to let me know the best time of day to get in touch, I'll try and arrange it for then.

Chris Parr
Plusnet Comms Team
Service Status :: RSS :: Email

Hi JxM,

I know you've had a voicemail from Mark K regarding this and as I understand it he'll be calling you later on today. I'm quite sure that should sort things out to your satisfaction, but if there's anything we can do to help please let us know.

Regards,

Matthew Taylor
Plusnet Customer Support

Hi there.

I've tried reaching you a couple of times today but not having much luck.

You've got my contact details, my mobile and my DDI.

Let me know when you're free and we'll discuss your requirements and get this progressed.

Mark

Best Regards

Mark Kelly
Business Services Manager
PlusNet PLC

For a rep to reply here is expected, and to acknowledge the message from the OP that the requested PM has been sent is normal courtesy.

For the rep who has replied in another forum on another site to say so here seems unnecessary, unless he is assuming the OP will not be checking to see if he has a reply to whatever post was made there. Just about acceptable though.

For the other two to have piled in seems to demonstrate another aspect of exactly the unprofessionalism complained about.

Which of the reps should the OP now choose to deal with in order to get this problem sorted out? Which if any of them were involved historically with no apparent effect?

Shouldn't a professional support system/team be capable of ensuring just one rep takes ownership of the problem so as not to completely mess around with the customer, who no doubt will end up having to correspond in some way with each of the plethora?

Or does each, (barring my earlier comment about references to another site), not believe their colleagues are up to the job? That seems to be the implication.

Highly unprofessional.

Bob's broadband basic info/help site:
www.robertos.me.uk
ISP history: Demon dialup >> Freeserve dialup >> BT Broadband >> Prodigynet >> Newnet >> O2 Standard.
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