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Standard User GeorgeLloyd
(fountain of knowledge) Thu 31-Aug-17 10:47:43
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Further downgrade of C/S


[link to this post]
 
I received an email this morning from PlusNet to say the are cutting the Live Chat time to 12 - 4 Wed/Thur/Fri with no weekends. How much further down can the C/S go before customers start leaving?

George
plusnet smile
Standard User kasg
(knowledge is power) Thu 31-Aug-17 12:32:14
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Re: Further downgrade of C/S


[re: GeorgeLloyd] [link to this post]
 
That does not tell the whole story. This is the full text of the email:

As you'll be aware, our Live Chat facility has been unavailable for a number of days. We're really pleased to confirm we'll be switching this back on but for reduced opening hours. Chat will be available 12-4 Wed/Thu/Fri this week but with no availability on weekends. We'll be reviewing performance to make a decision on Thursday and will communicate that decision later this week.

We apologise for the continued degraded service and assure you we're working incredibly hard to get this back up & running ASAP.


Kevin

plusnet Unlimited Fibre Extra - sync 66999/19999 at around 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST

Edited by kasg (Thu 31-Aug-17 12:36:14)

Standard User mlmclaren
(knowledge is power) Thu 31-Aug-17 13:08:08
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Re: Further downgrade of C/S


[re: kasg] [link to this post]
 
The email at the end seems to indicate this is an unexpected issue???

Is that possible??

Does Plusnet have to have an agreement with a software holder of something to operate online chat system or is this just a load of rubbish to put in the email?

Best Regards,
Matt.
"I don't take too kindly to coaxial pushed rubbish... or to them damned Intel Puma wastes of plastic."


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Standard User Oldjim
(knowledge is power) Thu 31-Aug-17 15:27:54
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Re: Further downgrade of C/S


[re: mlmclaren] [link to this post]
 
They ran out of staff to answer phones seems the most likely reason
Standard User Michael_Chare
(fountain of knowledge) Thu 31-Aug-17 17:49:45
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Re: Further downgrade of C/S


[re: GeorgeLloyd] [link to this post]
 
In reply to a post by GeorgeLloyd:
How much further down can the C/S go before customers start leaving?
Just 2 more weeks for me. though my reason for leaving is due to the way that they charge much more at some exchanges.

Michael Chare
Standard User alloneword
(member) Thu 31-Aug-17 18:16:58
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Re: Further downgrade of C/S


[re: GeorgeLloyd] [link to this post]
 
In reply to a post by GeorgeLloyd:
How much further down can the C/S go before customers start leaving?
It was one of thee reason why i left, not the only reason but it was a factor

All1
Standard User kasg
(knowledge is power) Fri 01-Sep-17 12:03:55
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Re: Further downgrade of C/S


[re: Oldjim] [link to this post]
 
Update:

Posted: Fri, Sep 01 2017 at 11:44:55
Subject: Live Chat - reduced opening hours - UPDATE

Since the Bank Holiday we've been reintroducing live chat for periods of the day, to help us understand the impact on call wait times, as well as our ability to handle the number of chats coming in too.

With this in mind we've taken the decision to operate chat over the following times next week:

Mon - Tue: 12:00 - 16:00
Wed - Fri: 11:00 - 17:00

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

Kind Regards,

Plusnet Support


Kevin

plusnet Unlimited Fibre Extra - sync 66999/19999 at around 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User camieabz
(sensei) Fri 01-Sep-17 12:12:16
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Re: Further downgrade of C/S


[re: kasg] [link to this post]
 
All via broadband, which is little help when it is down. Less on-line support and more telephone support would be better.
Standard User 23Prince
(fountain of knowledge) Sat 02-Sep-17 09:48:25
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Re: Further downgrade of C/S


[re: camieabz] [link to this post]
 
I looked at PN - you do get what you pay for. This is true. I wanted a way to see what I use every month but without the hassle of having to mess with a router - I wanted something the ISP end.

Plusnet's stats are no longer accurate and they class IPTV as Netflix - so this is not counted, so a waste of time considering them really. That was before this latest CS drop - which makes it even more.
Standard User ian72
(eat-sleep-adslguide) Mon 04-Sep-17 08:34:55
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Re: Further downgrade of C/S


[re: camieabz] [link to this post]
 
All via Internet yes - but a pretty good proportion of the population have smartphones these days so have an alternative method at getting at online support other than their main broadband line. Phone is still needed for those that don't have this option or would prefer direct conversation but Internet access is a good option for many even when their broadband line is down.
Standard User 23Prince
(fountain of knowledge) Mon 04-Sep-17 18:37:00
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Re: Further downgrade of C/S


[re: ian72] [link to this post]
 
In reply to a post by ian72:
All via Internet yes - but a pretty good proportion of the population have smartphones these days so have an alternative method at getting at online support other than their main broadband line. Phone is still needed for those that don't have this option or would prefer direct conversation but Internet access is a good option for many even when their broadband line is down.


I tend to use my mobile more than my Mac anyway - and so I have shifted my money to give me unlimited on the mobile instead.
Standard User camieabz
(sensei) Tue 05-Sep-17 04:03:25
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Re: Further downgrade of C/S


[re: ian72] [link to this post]
 
In reply to a post by ian72:
but a pretty good proportion of the population have smartphones these days so have an alternative method at getting at online support other than their main broadband line.


"Car broken down? Most folk have public transport available, so the dealership won't hurry to fix that car problem..."

You can't use 'most people' as a reason for non-service. I don't have a mobile phone at all. I have a land line.
Standard User ian72
(eat-sleep-adslguide) Tue 05-Sep-17 09:20:22
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Re: Further downgrade of C/S


[re: camieabz] [link to this post]
 
You seemed to ignore this bit of my post:
Phone is still needed for those that don't have this option or would prefer direct conversation but Internet access is a good option for many even when their broadband line is down.
Standard User kasg
(knowledge is power) Tue 05-Sep-17 14:17:09
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Re: Further downgrade of C/S


[re: camieabz] [link to this post]
 
In reply to a post by camieabz:
You can't use 'most people' as a reason for non-service. I don't have a mobile phone at all. I have a land line.

If you are running a business I'm afraid you can. You are an increasingly rare breed. I should think the number of people without a landline now far exceeds the number without a mobile phone.

Kevin

plusnet Unlimited Fibre Extra - sync 66999/19999 at around 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User jelv
(knowledge is power) Tue 05-Sep-17 18:13:10
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Re: Further downgrade of C/S


[re: kasg] [link to this post]
 
https://www.ofcom.org.uk/about-ofcom/latest/media/facts

6% of the population who don't have a mobile is a hell of a lot who are cut off when the landline fails!

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8

Edited by jelv (Tue 05-Sep-17 18:14:57)

Standard User kasg
(knowledge is power) Tue 05-Sep-17 19:12:23
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Re: Further downgrade of C/S


[re: jelv] [link to this post]
 
The other significant figure is "Proportion of adults who live in a mobile-only home" at 18% (up 4% in one year), which I think supports my assertion.

Kevin

plusnet Unlimited Fibre Extra - sync 66999/19999 at around 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User ukhardy07
(knowledge is power) Tue 05-Sep-17 20:18:17
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Re: Further downgrade of C/S


[re: kasg] [link to this post]
 
In reply to a post by kasg:
The other significant figure is "Proportion of adults who live in a mobile-only home" at 18% (up 4% in one year), which I think supports my assertion.
No landline here. Well we have one in the cupboard for "testing" purposes.
Standard User 23Prince
(fountain of knowledge) Tue 05-Sep-17 21:39:14
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Re: Further downgrade of C/S


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
In reply to a post by kasg:
The other significant figure is "Proportion of adults who live in a mobile-only home" at 18% (up 4% in one year), which I think supports my assertion.
No landline here. Well we have one in the cupboard for "testing" purposes.


Handset you mean, You have a landline of course unless your on FTTP?
Standard User RobertoS
(elder) Wed 06-Sep-17 00:10:08
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Re: Further downgrade of C/S


[re: 23Prince] [link to this post]
 
University students are also adults. Those living in Halls of Residence or similar no doubt use the supplied wifi. As far as they are concernrd, no lsndline.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 67851/12343Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User 23Prince
(fountain of knowledge) Wed 06-Sep-17 00:16:56
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Re: Further downgrade of C/S


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
University students are also adults. Those living in Halls of Residence or similar no doubt use the supplied wifi. As far as they are concernrd, no lsndline.


I assumed by "we have one in the cupboard" meant they have a handset for testing and so must have a line to plug it into for said testing?
Standard User RobertoS
(elder) Wed 06-Sep-17 00:24:41
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Re: Further downgrade of C/S


[re: 23Prince] [link to this post]
 
I was also taking into account the Ofcom definition of a mobile-only household in the earlier link. "Note 4" of the expanded section on "Landline and mobile statistics".

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 67851/12343Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User 23Prince
(fountain of knowledge) Wed 06-Sep-17 00:25:24
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Re: Further downgrade of C/S


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
I was also taking into account the Ofcom definition of a mobile-only household in the earlier link. "Note 4" of the expanded section on "Landline and mobile statistics".


okay
Standard User camieabz
(sensei) Wed 06-Sep-17 20:45:33
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Re: Further downgrade of C/S


[re: kasg] [link to this post]
 
So all those people with no mobile phone should spend money to facilitate a third party's lack of service?

...or they can change ISP.
Standard User kasg
(knowledge is power) Wed 06-Sep-17 20:49:23
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Re: Further downgrade of C/S


[re: camieabz] [link to this post]
 
In reply to a post by camieabz:
So all those people w

Not necessarily. There are ways of obtaining the service. A mobile phone with Internet access is one of them.

Kevin

plusnet Unlimited Fibre Extra - sync 66999/19999 at around 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User zyborg47
(eat-sleep-adslguide) Wed 06-Sep-17 23:12:29
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Re: Further downgrade of C/S


[re: GeorgeLloyd] [link to this post]
 
I have been without fibre for over 2 weeks, so the online chat would be no good to me and to be honest I do not like these online chat things anyway.

My main problem with plusnet customer service is getting through to them in the first place, 20-30 mins is fart too long to be waiting for someone to answer the phone, but i must admit once through to them the service was ok. some things could have been done better and it did take far too long to get the service up and running again, but a lot of that is due to BTOR and the fact that the hybrid antique system we have in this country is falling apart and BTOR is just a useless inefficient company

I was looking for a better deal from another network before all this happened, but to be honest there is not much different in any of them and if this fault had happened if i was with Talk Talk I may have had far more problems as their customer service is awful.

Anyway, I have got a better deal , new modem router and a month free due to not have fibre for 2 weeks.

I had to borrow my neighbours BTOR modem as for some reason mine have given up, something must have happened to knock the line and the modem out. Saying that i have better speeds now than ever had.

Adrian

Desktop machine now powered by windows 10 pro, reluctantly, laptop by Linux

Plusnet FTTC
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