Sorry to hear that you've had a poor experience with the business support team.
If you can PM me your username I'm happy to get your account reviewed and see what's happened/hasn't happened on there and make sure it's in the best possible hands to get resolved.
In case anyone else was thinking of using PlusNet, and were reading the information and advertising that they provide on the PlusNet Web Site in the business section, I can assure them that the advertising is not representative of my experience in any way.
Below is copied my latest response to the inaction by PlusNet, as follows:
Since you appear to be incapable of fixing this issue, may I suggest you update your web site, which suggests a number of reasons that I should use you. My experience is that this is entirely fictional and I believe you're making a false claim in your advertising.
My claim is based on these factors:
"We'll make it easy for you to get in touch"
Actually you insist on tickets, so there is no point in phoning, and indeed when you do phone, you're given inaccurate information and just told you need to raise a ticket to get things progressed, and have to fight the staff to actually get a ticket raised whilst on the phone.
" you do need help you'll be in the hands of someone who takes ownership of your problem. We'll call you, text you, or update you online until your problem is fixed"
"actually nobody has taken ownership, after all I submitted this ticket on the 18th (after calling more than once without you logging a ticket so there is of course handily no record) and being given incorrect information. Thus far absolutely NOBODY has owned my issue - I've had several useless replies and one phone call, which resulted in no progress as your test account doesn't actually work properly to test this issue.
"We won't stop until we fix your issue"
I would wager you haven't really *STARTED* to fix the issue - you sit on it, you don't update me, and I find it very difficult to believe that you cannot get someone with sufficient clue and access to the right systems to fix this in less than several days. It's a trivial issue to the right type of engineer but is obviously beyond your "hand picked" business support team.
Your Claim: "From guiding you through things in simple, plain English, to discussing more technical details when it's needed"
My Experience: ... not true either. Your team has shown absolutely no ability to talk at a technical level. Mostly because there is no way to speak to a technical person. You make everyone go through this abhorrent ticketing system, and your front line people as nice as I'm sure they all are absolutely incapable of resolving the issue (you don't empower them to fix problems, you don't let them speak to people who can, so it is a mind bogglingly slow resolve).
"When you need help you need answers fast - to keep your business running smoothly"
I've had no answers at any speed, frankly. Which also brings me to:
"That's why we set ourselves target response times. We go the extra mile to deliver the very best turnaround to your queries"
...which you are long past.
"Every member of the Business Support Team is multi-skilled, so you won't get pushed around or constantly put on hold in search of an answer to your query."
Again I have to say that this is also a complete fabrication. You've pushed the ticket around (well you've not really pushed it anywhere), your "script pool" automated user has been more helpful and you've some how failed to fix this issue.