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Standard User georgep1
(newbie) Tue 12-Mar-13 09:51:15
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very poor and frustrating customer support and faults teams


[link to this post]
 
I joined Madasafish / Plusnet many many years ago. Have been experiencing an intermittent fault since mid-december (didnt think much of it initially as it was quite infrequent). Service then became unusable so reported in January. We are currently the 12th of March and I've been having discussions with (so called) customer service at Plusnet/Madasfish twice/three/four times a week (incl weekends) for over 6 weeks now. It goes like this:
- quality of staff is very poor (ie - customer service does NOT help - they pass messages)
- faults team tries to help (I change my router, then find out it's NOT my router), they reset the line and then think it's been fixed when it has NOT
- you ring again, they raise a new fault (ie no continuity), new customer service guy "passes the message", you wait 2-3 days
- they think they fix it but don't, they send an engineer from Openreach (twice) who does various things (socket change) and recommends changes (ie fixed SNR setting, interleaving) to line settings. PlusNet then supposedly switch to the right settings (although for some reason, the new settings are not put through properly, but there is no one to actually check whether the job has been done properly and follow up)
- you then call again and to the whole thing starts again and again.

In essence, I've been going from week to week for more than 2 months like this and NO ONE takes personal ownership of a situation - it just gets passed from shift to shift, there is NO follow up to check whether a situation has been resolved (ie they test the line, see that the download speed is 16Mb, they assume it's fine, when it actually it is NOT as the line keeps dropping and download speed is actually 1-200k/s despite repeated discussions (hours on the phone, waiting times of 25minutes+, etc and speaking to incompetent staff). You ask for a manager, no one is there to speak to you, etc, etc, etc.

Perhaps someone from PlusNet will understand that they need to up their game here big time - specific situations sometimes need specific follow up, especially in relation to intermittent faults.

As of this writing, still not working, I am still waiting for a fix and a call back...

Does anyone have the names of senior management which have the responsibility for running customer issues. Service used to be good - it's really bad now.
Standard User camieabz
(sensei) Tue 12-Mar-13 10:59:33
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Re: very poor and frustrating customer support and faults te


[re: georgep1] [link to this post]
 
In reply to a post by georgep1:
In essence, I've been going from week to week for more than 2 months like this and NO ONE takes personal ownership of a situation - it just gets passed from shift to shift, there is NO follow up to check whether a situation has been resolved (ie they test the line, see that the download speed is 16Mb, they assume it's fine, when it actually it is NOT as the line keeps dropping and download speed is actually 1-200k/s despite repeated discussions (hours on the phone, waiting times of 25minutes+, etc and speaking to incompetent staff). You ask for a manager, no one is there to speak to you, etc, etc, etc.

Perhaps someone from PlusNet will understand that they need to up their game here big time - specific situations sometimes need specific follow up, especially in relation to intermittent faults.


Tell me about it. See the thread by me on 'Reset Pending'. Their internal systems are either purposefully obfuscatory, or are a hodge podge of systems thrown together with little or no overall managing system (or that's how it appears to the users). Their acquisition of other companies and their bolting on of additional services shows this to be the case. A client is on Madasafish on one line and Plusnet on another and it was recommended by a call handler and has caused no end of bother. Left hand / right hand etc.

I will warrant a guess that the strategy is there, but the priority is to increase user base over all other priorities, so the internal systems are getting more and more loaded with issues, and the cost of this in man-hours is probably huge.

Why not build up a new, umbrella system in tandem, transfer across to it when tested and running and write the cost off against all those future support calls?

Sorry, I don't have an answer. Just having a little rant to myself. smile

~ Camieabz ~

All Connection Data ~ Some plusnet links

I've forgotten more about broadband than I care to remember.
Standard User reserved
(fountain of knowledge) Tue 12-Mar-13 13:04:24
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Re: very poor and frustrating customer support and faults te


[re: georgep1] [link to this post]
 
You may get some more advice here.

Dennis
plusnet Unlimited & talkanytime


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Standard User kasg
(fountain of knowledge) Tue 12-Mar-13 13:44:17
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Re: very poor and frustrating customer support and faults te


[re: georgep1] [link to this post]
 
In reply to a post by georgep1:
Service used to be good - it's really bad now.

This must be really frustrating - the service I have had recently has been superb, so they can do it. It does help though if one of the senior guys takes ownership of it, which may well happen now you have posted here but, as suggested, better still to post in the Community Forum if you haven't already.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User reserved
(fountain of knowledge) Tue 12-Mar-13 14:53:53
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Re: very poor and frustrating customer support and faults te


[re: kasg] [link to this post]
 
I've flagged this thread up in Community Forum

Dennis
plusnet Unlimited & talkanytime
ISP Representative orbrey
(isp) Tue 12-Mar-13 16:17:15
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Re: very poor and frustrating customer support and faults te


[re: georgep1] [link to this post]
 
Hi there,

Really sorry to hear it's gone on like this. If you could PM me your username or paste a ticket ID into this thread I'd be happy to chase it up for you and see where we're at?

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User georgep1
(newbie) Tue 12-Mar-13 17:14:39
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Re: very poor and frustrating customer support and faults te


[re: reserved] [link to this post]
 
many thanks - I have reposted my post there...
Standard User kasg
(fountain of knowledge) Tue 12-Mar-13 17:41:35
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Re: very poor and frustrating customer support and faults te


[re: georgep1] [link to this post]
 
Here, in fact! As Matthew said, a ticket (question) number would help.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST
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