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Standard User michaelh
(fountain of knowledge) Mon 10-Mar-14 18:24:48
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Hanging on the phone for 30 minutes and then no help from PN


[link to this post]
 
Used the contact form to tell PN that I was thinking of leaving. Got a reply telling me to phone them.

So I have - so far I've been hanging on for 27 minutes - what wonderful customer service - well calculated to make me want to stay - I think not!!!

Finally got to speak to someone (after 30 minutes) - and he can only do something on the price if I commit for 24 months - time to start looking around.

Standard User Spud2003
(fountain of knowledge) Mon 10-Mar-14 18:45:03
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: michaelh] [link to this post]
 
Seems the long customer service waits aren't dropping(they were fine when I signed up last Easter). These reports have been going on for a while now and aren't doing Plusnet's reputation any favours.
Standard User Jax2
(newbie) Mon 10-Mar-14 19:10:22
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: Spud2003] [link to this post]
 
It was these fairly frequent and ongoing stories about support and phone support in particular that made me decide not to join Plusnet when I was looking for a new ISP recently. I already had a problem and it was the lack of support at my then ISP that made me leave them so I was not going anywhere with a dubious reputation. Phone support is important if your broadband does not work!


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Standard User professor973
(experienced) Mon 10-Mar-14 19:30:55
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: Jax2] [link to this post]
 
But still the laughable annual awards continue, must have contracted the voting out to Tower Hamlets postal division.
http://www.broadbandgenie.co.uk/broadband/survey?utm...

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png
Standard User Spud2003
(fountain of knowledge) Mon 10-Mar-14 19:47:29
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: professor973] [link to this post]
 
Plusnet have been and still are a decent ISP...just need to get call waiting times back to normal.
Standard User professor973
(experienced) Mon 10-Mar-14 20:06:57
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: Spud2003] [link to this post]
 
They have more to sort than call waiting. Many many pages of info and staff well out of date. never ending promises to put things right, like capped upload and bad info given by staff not up to date. They are not the worst, but my point is they are no way the best for customer service, but still get votes via their pyramid selling and shifty £2.99 Broadband ads.

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png
Standard User RobertoS
(sensei) Mon 10-Mar-14 21:29:04
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: professor973] [link to this post]
 
But very rarely do we hear of anyone leaving. With other mainstream as opposed to niche ISPs we keep seeing that MACs have been requested, and asking for help choosing a new ISP.

Quite puzzling.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 59.4/14.4Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User professor973
(experienced) Mon 10-Mar-14 23:57:58
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: RobertoS] [link to this post]
 
I quite agree, though I find consistently pulling awards for top this or that equally puzzling. Middle of the road ISP I could agree with.

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png
Standard User RobertoS
(sensei) Tue 11-Mar-14 00:04:06
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: professor973] [link to this post]
 
Maybe it's to do with the 690,000+ happy customers smile.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 59.4/14.4Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.

Edited by RobertoS (Tue 11-Mar-14 00:04:28)

Standard User Spud2003
(fountain of knowledge) Tue 11-Mar-14 00:21:53
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Re: Hanging on the phone for 30 minutes and then no help fro


[re: professor973] [link to this post]
 
It gets awards because the products do what they say on the tin, the customer service is generally good, and the prices are low(that's also my experience having used them on and off since the days of dial-up). There is no great mystery to the equation. If there is a puzzle for ISPs getting awards perhaps that should go to Zen who don't really excel in anything apart from being unremarkable(they were my first DSL ISP many years ago).
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