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Standard User Greg
(regular) Thu 31-Oct-13 14:13:48
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Plus.net technical support


[link to this post]
 
Hi,

Woke up this morning to find we had no broadband connection via PlusNet's FTTC unlimited service. Rang at 0820 and was told waiting times were around 15minutes. 35minutes later I get to speak to someone who informs me that there is a known BT issue in my exchange area which should be fixed by 1000GMT (BT's estimate). Unfortunately still no connection as I'm posting this, the wife and kids are climbing the walls at home (don't worry I'm safe at work). I understand outages happen, what I don't understand (from my experience today and reading other recent posts on this forum) is why PlusNet seem to be struggling to provide a decent level of support with regard to initial response times to tickets and picking up the phone.

The folks at PlusNet are always pleasant and helpful, just wish there was more of them.

My question number is #76511107, in hindsight I wished I insisted on a ticket being raised when I spoke to the chap this morning.

<a href="http://www.thinkbroadband.com/speedtest/results.html?id=136613789606780966644"><img alt="My Broadband Speed Test" src="http://www.thinkbroadband.com/speedtest/button/136613789606780966644-mini.png" /></a>
Administrator MrSaffron
(staff) Thu 31-Oct-13 14:30:55
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Re: Plus.net technical support


[re: Greg] [link to this post]
 
Have you checked at http://usertools.plus.net/exchanges/

AAISP usually have lots of info on exchange wide issues
http://status.aa.net.uk/posts.cgi?itype=broadband

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Greg
(regular) Thu 31-Oct-13 14:49:13
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Re: Plus.net technical support


[re: MrSaffron] [link to this post]
 
Hi,

Was not aware of that page but will bookmark it for future, thank you.

My wife texted me 10mins ago to let me know broadband was back (aka Facebook, iPlayer,daily mail online etc).

My main issue with plusnet still stands though. 35 mins waiting to speak to someone at 820am seems poor. Just checked the customer service page and average wait time was around 11 mins whilst the longest call waiting was around 27mins. I'm really happy with my plusnet service and price, just a bit wary any future issues which might need support.

<a href="http://www.thinkbroadband.com/speedtest/results.html?id=136613789606780966644"><img alt="My Broadband Speed Test" src="http://www.thinkbroadband.com/speedtest/button/136613789606780966644-mini.png" /></a>


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Standard User Apprentice
(knowledge is power) Thu 31-Oct-13 15:07:03
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Re: Plus.net technical support


[re: Greg] [link to this post]
 
..... PlusNet seem to be struggling to provide a decent level of support with regard to initial response times to tickets and picking up the phone.

Their customer base level has increased dramatically and therefore so to have the number of complaints and queries.

There is a new customer service/operations centre due to open in Leeds.
http://community.plus.net/blog/2013/07/23/plusnet-to...

Latest from the Community forum > http://community.plus.net/forum/index.php/topic,1195...

Alastair

plusnet
Standard User Greg
(regular) Thu 31-Oct-13 15:42:48
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Re: Plus.net technical support


[re: Apprentice] [link to this post]
 
Oh dear, from the forum it looks like someone's already on the case re call times.

Anyhow service is back, hopefully it'll revert back to being faultless and I won't have to call PlusNet again.

Cheers

<a href="http://www.thinkbroadband.com/speedtest/results.html?id=136613789606780966644"><img alt="My Broadband Speed Test" src="http://www.thinkbroadband.com/speedtest/button/136613789606780966644-mini.png" /></a>
Administrator MrSaffron
(staff) Thu 31-Oct-13 16:22:30
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Re: Plus.net technical support


[re: Greg] [link to this post]
 
If people are like me,

If there is a power cut I don't rush to report it
If my broadband breaks I am looking to report it within minutes, though I usually trawl the Internet for the various status pages first - the joy of two connections to same property.

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
ISP Representative chrispurvey
(isp) Fri 01-Nov-13 16:54:54
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Re: Plus.net technical support


[re: Greg] [link to this post]
 
Hi Greg,

Glad to see you're connected, it has been a busy few days and we're working very hard to get on top of it.

Let us know if there's anything else.

Chris Purvey
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User zom22
(regular) Fri 01-Nov-13 17:58:34
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Re: Plus.net technical support


[re: Apprentice] [link to this post]
 
Yes, the customer numbers have increased

I find it all fascinating.
A month ago we had people ranting on here and on the plusnet forums about how the recent price rise of £1.50 was apparently going to result in subscribers leaving in their droves and plusnet was going to loose vast swathes of people
It went on for 25 pages or more on each forum
At that time I carefully noted the typical online numbers were around 615000
Now it is 635000.

It was the same the last time when plusnet had some supposedly dodgy advertising campaign in association with big brother so I recall (Frankly I don't really care)
Many forum posts predicting imminent implosion in the subscriber base
No, the numbers went up

So as usual we find that ranters on forums know fk all about how to run a company.
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