Thank you for your reply.

Please do not take this personally but I haven't emailed my username because I have little confidence in your company's desire or ability to resolve the issue - this matter should never have gone so far and despite several promises, I have not heard anything back from your senior customer services management. Surely your customers with problems should have their problems resolved without the inconvenience of having to air them on public forums or do you have so many dissatisfied customers that you cannot resolve all their problems until they bring it up here? If you can give me the confidence that something WILL be done about the horrendous manner in which I have been treated, I will consider sending you my username.

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Surely your customers with problems should have their problems resolved without the inconvenience of having to air them on public forums

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I see your point, yes indeed they should. Unfortunately this is not always the case, which is why Mand, Chris, James, Bob and I are employed to essentially be an active face of PlusNet on forums like this. Sometimes issues aren't resolved in a timely manner and people do wish to post about it, and that's where we come in. As a result I can confirm that your issue will receive immediate attention (as will any issue picked up by any one of us on here).

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or do you have so many dissatisfied customers that you cannot resolve all their problems until they bring it up here?

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If we did, I suspect these forums would be a lot busier and a lot less friendly than they are currently.

If you look at the other posts on this forum you will find very few complaints from customers these days, and those which do appear are dealt with quickly. You will find the same on the PlusNet community forums. I think that you should give the PlusNet staff posting here at least the opportunity to look into the problem, identify the reason for the recent letter and come to a resolution which is satisfactory to both sides.

> Now I have to waste my time, money and energy explaining that to them.

PM the username and let them do the running around.

Without it you cannot expect any useful response.

That will play well for you if it goes to court - not!

They tried to help sort it out and you refused to co-operate!

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They tried to help sort it out and you refused to co-operate!

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The guy has been promised call backs from "senior management" and apparently is still waiting!.

Here we go again, diss the unsatisfied customer, PN can do no wrong

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The guy has been promised call backs from "senior management" and apparently is still waiting!.

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That's one of the things we would like to address, check who promised these and find out why they weren't actioned.

I've no problem with that Chris, what annoys me is the few customers on here who jump on anyone who in the slightest criticise the company. They do you no favours.

There are two types of posts about problems on the noticeboard...

1) User has a problem they want fixed. In this case if the ISP rep asks for additional details then they should be provided in order to get the problem sorted.

2) User venting because they've had poor service and want to let everyone else know. In which case make this clear and they are perfectly entitled not to respond to ISP (but also can't complain later that they weren't willing to help).

Either is fine, everyone just needs to know which is the case to know whether to commiserate or to help.

I had a similar issue with a delivery and gave feedback on the suppliers site (as requested). I then had multiple emails asking how they could fix the problem. As far as I was concerned I didn't want to spend time pursuing a fix and just gave feedback so that they could see there had been a problem in their stats. Had I wanted it fixed then I would have provided the information they requested.

The reason people jump on the OP is they assume that anyone putting a complaint on here falls into category 1. They don't understand that people just fall into category 2 and have got so fed up that they just want to let the world know.

If any customer is promised an escalation and a call back then thats exactly what should happen. If it doesnt then I'd like the opportunity to investigate.

I realise it is probably too late to fix things for this customer and for that I am sorry. However I would appreciate the chance to look into this one and ensure that a similar situation wont arise again. If the OP could pm me with his username I'll take the necessary action.