Plusnet Staffs

I can see that Plusnet Staffs on Community forum is lacking now as no ones seem bothered to answer in the last few days since change of staffs role in the jobs.

Very disappointed overall.

Poor phone support calls with no answer!

Poor ticket support with no answer!

Poor community forum with no answer!

WHAT GOING ON PLUSNET?

Plusnet are going downhill in my view!

No ones at Plusnet doesn't bother to reply below:

http://community.plus.net/forum/index.php/topic,1302...

http://community.plus.net/forum/index.php/topic,1303...

http://community.plus.net/forum/index.php/topic,1302...

Edited by adslmax (Mon 11-Aug-14 12:42:07)

Desperate times call for desperate measures

So have you tried sending a personal message to any of the PN Customer Relations Team when you are signed into the Community forum?

I been thinking about joining them for a while but can't yet as my contract with TalkTalk doesn't end until October. But after hearing about bad support for the past month or so I'm feeling reluctant to join them unless there support gets better, you see Plusnet you are/could be loosing future customers like me if people hear about the bad support.

In reply to a post by Computerman142:

I been thinking about joining them for a while but can't yet as my contract with TalkTalk doesn't end until October. But after hearing about bad support for the past month or so I'm feeling reluctant to join them unless there support gets better, you see Plusnet you are/could be loosing future customers like me if people hear about the bad support.

Then again after signing up back in March I've never needed to contact their support

But I agree that it sounds like a poor show.

I been thinking about joining them for a while but can't yet as my contract with TalkTalk doesn't end until October. But after hearing about bad support for the past month or so I'm feeling reluctant to join them unless there support gets better, you see Plusnet you are/could be loosing future customers like me if people hear about the bad support.

I'm in much the same position. I'm now on rolling contract with BT Infinity and BT line rental saver getting close to expiring. I'm thinking of moving to PlusNet but quite concerned about the lowering support standards. I was with Nildram and saw the signs and managed to leave before it got so bad. Then with BE, who I left as they could not provide FTTC. However, keeping up with the BE forum the signs of deterioration were already there even before Sky, so I think I would have left anyway. I moved to BT FTTC rather than PlusNet as PlusNet couldn't provide 20Mbps upload at the time.

18 months is a long contract if PlusNet really is getting worse. In addition, quite a few people seem to have issues with PlusNet getting the transfer wrong in some way or another ~ not sure if that is mainly on new FTTC installs or on broadand/telephone transfers. I'm monitoring this forum for a bit before deciding to jump; I'll probably let my line rental saver die and be replaced by a normal monthly contract too.

In addition, quite a few people seem to have issues with PlusNet getting the transfer wrong in some way or another ~ not sure if that is mainly on new FTTC installs or on broadand/telephone transfers. I'm monitoring this forum for a bit before deciding to jump;

I agree, that's another reason why I am reluctant to join in case they mess up my order and leave me with no broadband or phone or both. I wishing to switch due to price I am paying that I could get better with Plusnet ie 40/20 with TalkTalk 40/2 for £32 ish, I know I wont get that sort of speed but Plusnet its better value and £2 cheaper. I think I will do similar to you probably just stay on what I am on now and monitor the forums and I haven't had any problems for the four years I've been with TalkTalk.

Unfortunate but inevitable that a company charging what Plusnet do and not outsourcing wouldn't have commercial-grade responsiveness on their support lines.

Can't charge those prices and stay profitable without cutting some corners. Margins on some products, especially those where they can't make up shortfall with line rental, must be wafer thin.

@Ignitionnet Exactly!
Yet on the Plusnet forums there is the inevitable multi-page thread of the outraged about some £1.50 line rental price rise in the autumn....and they really cannot see the connection.
Some have even described UK BB/line rental prices as being "out of control".

In short:
If you want ace support buy a business line and pay up for it or go to an retail ISP that has excellent support - at a price.
Or alternatively if you want ultra cheap domestic BB face the consequences of next to no support.

That said it does seem Plusnet's fault for seemingly targeting the ultra price sensitive market segment in their aim for market growth by sponsoring stuff like 'Big Brother' and getting swamped by them - as you say on ultra tight margins.

However - you do get a UK based call centre that with a bit of prodding does do their stuff and they appear to have a good relationship with Openreach in getting problems solved (or at least my problems).

Also their ticketing process for documenting problems is a good record of how your problems are being resolved.

Maybe things are not going as well as Bob had thought they might seven months ago?
http://forums.thinkbroadband.com/plusnet/f/4294411-h...

I've not had to call CS with regard to connection or billing issues since moving to Plusnet last October (2013), can't be bad.

I am not price sensitive but even I can see uk line rental is out of control at the retail level (as well as cost of calls), its growing way above inflation, but I have also recognised its subsidising the broadband prices which are stagnant.

I also posted on plusnet's forum that if too much noise is made they may fix it by offshoring. Clearly the tech support has a budget cap, hence what we seeing.

My view is tho I rather wait 30 mins for someone competant than 5 secs for a muppet. So for this reason I dont see the call waiting times as a huge problem but rather the ticket waiting times which can last for days or weeks.

For calls plusnet need to add a system where they ring the customer back after they hit front of queue.

Edited by Chrysalis (Tue 12-Aug-14 13:27:56)

In reply to a post by Chrysalis:

For calls plusnet need to add a system where they ring the customer back after they hit front of queue.

After they hit the back of the queue would be more useful

I think you're being a little harsh on us here

There has been some team shuffling on going which combined with some holidays which meant we were a bit low on bodies at the end of last week. It should improve this week as we get back to normal.

It's worth pointing out though that one of those threads was started over the weekend which we don't normally cover, and the other two were end of day on Thursday and being low on resource we just didn't get around to them on the Friday. First one as picked up as normal by Adam and the latter was just posted on.

In reply to a post by KellyD:

There has been some team shuffling on going which combined with some holidays which meant we were a bit low on bodies at the end of last week. It should improve this week as we get back to normal.

I'm sorry, but any business concerned with Customer Satisfaction could have foreseen the colllective problems of a "re-shuffle" and staff holidays and taken the appropriate steps beforehand.........

Every customer focused business should have a "Disaster Recovery Plan". Staff re-shuffles and staff holidays are not a disaster.

Edited by deleted (Tue 12-Aug-14 15:39:03)

I agree totally above post! Stevenage_Neil

Edited by adslmax (Tue 12-Aug-14 17:34:44)