If the user raised a ticket Plusnet don't close it, they return it to the user who can then bounce it back if it isn't sorted. Raising a new ticket just complicates things. To get the best from any support organisation you need to communicate with them in a clear, concise manner. My immediate reaction on reading that 69 tickets were raised in a month was that he probably brought a lot of the problems upon himself by just confusing the hell out of them!

Edited by jelv (Sun 31-Mar-13 11:40:58)

In reply to a post by jelv:

reading that 69 tickets were raised in a month was that he probably brought a lot of the problems upon himself by just confusing the hell out of them!

It just shows how you are making incorrect assumptions!
Most of the tickets PN raised themselves, following discussions, & then some other PN Rep would "assume" that the problem was fixed.

No, PN do NOT always return every ticket to the customer before closing them!

All I can say is that Bob Pullen (PN Rep who visits these Forums) agreed that I had been let down badly by PN & that he would be doing his utmost to ensure that "Lessons-are-learnt"!

In reply to a post by johnjburness:

All I can say is that Bob Pullen (PN Rep who visits these Forums) agreed that I had been let down badly by PN & that he would be doing his utmost to ensure that "Lessons-are-learnt"!

I think we all agree on that . Both parts of it.

In reply to a post by ian72:

In reply to a post by Remidizer:

Very poor level of customer support
Slow speeds
Very poor latency in games

When is your experience of plusnet from? They have had their problems in the past but in general they are pretty good these days. Customer support can still be a little problem but the support you get from the plusnet reps on this site is usually first rate.

I was with them prior to ellacoya switches and BT taking them over, they were excellent, then they slid fast than a politiciam lying.

I tried them again about a year ago, after 2 months I quit, they were rank rotten, the worst I can think of, and yes, worse even than AOHell

But.

As I said, no-one denies things went badly amiss for you.

There are still getting on for 600,000 customers who must be there for a reason.

Only a small proportion of them are on longer than 10 days' notice, and even the ones on fibre tend to upgrade from the throttled products to the unlimited.

Where are we all going wrong?

In reply to a post by RobertoS:

There are still getting on for 600,000 customers who must be there for a reason.

Do Plusnet publish their subscriber numbers? I always thought BT lumped them in with BT broadband subscriber figures, much like O2 and BE.

HMRC has around 30 odd million customers but they don't get it right all of the time either.

I'm going from the usage graphs a few weeks ago, before there was a hitch and apparently some of the gateways disappeared. They were running at about 580,000.

Currently showing 350,000 online.

I've sent a message to Plus.Net to confirm that everything is on schedule...

No reply as yet - but the connection status area does say that the modem has been sent first class. It may arrive today, but normally it takes a day to arrive somewhere, which means everything will arrive on the 5th...