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Trying to get hold of customer services, just signed up for a new FTTC line.
However.. I am trying their 0800 and 0345 lines and they end up with a "no messages can be left in this mail box"
Do they have a problem ? or is this just poor customer service and they are either too busy or don't have good phone systems.
Regards PGre
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looking here http://portal.plus.net/supportpages.html?a=212 I suspect something has gone wrong with the phone system or there are an awful lot of people trying to phone in
Edited by deleted (Fri 29-May-15 12:00:37)
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We had a very short blip around that time, by the time we'd been made aware it was fixed. Hopefully you can get through without issue now.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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Register (or login) on our website and you will not see this ad.
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Thanks got through in the end thanks.. Rang the sales line which is usually a way to get to speak to someone.
However was told I'd get a call back regarding my issue but still waiting for that call back. 
Regards PGre
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Thanks got through in the end thanks.. Rang the sales line which is usually a way to get to speak to someone.
However was told I'd get a call back regarding my issue but still waiting for that call back.
Don't wait too long.
plusnet user
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I've been waiting for a call back for about a month now!
Don't think Plusnet call the customer unless its about getting them connected or to sell something!
Plusnet Unlimited 21CN 3700/768 @ 4.2Km > TP-Link TD-W8968v3
Plusnet Fibre Extra 65000/20000 @ 450m > HG612 > Asus RT-AC87U
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In fairness i have had them call me back regarding a fault ticket when they wanted to send a BT engineer, and they have also failed to call back as arranged during the 2yrs i was a customer ,it probably depends on who at plusnet promises a ring back
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Well.. I still haven't had a call back.. hmmm.
If someone promises to call me back I expect them too.. especially if its a service you're paying for.
Those from Plusnet who look at this forum.. please get in touch or I'll be looking elsewhere for an ISP... sorry to sound harsh.. but if your supposed to be good then I expect a better level of service.
Regards PGre
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Have you registered on and posted similar in the Community Forums?
They check much more frequently in there than here, with it being in-house.
Don't forget this is merely a popular third-party site, which the other big ISPs don't bother posting in at all. No ISP is under any obligation to look here, though it is a good idea for them to do so.
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Yep.. have posted there now.
Regards PGre
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Great.
However, the reps there are basically Mon-Fri office hours people. Though some of them do post outside their working hours.
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Been told twice in the last month I would be called back and requested a call via ticket communications 5 times!
Plusnet Unlimited 21CN 3700/768 @ 4.2Km > TP-Link TD-W8968v3
Plusnet Fibre Extra 65000/20000 @ 450m > HG612 > Asus RT-AC87U
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Been promised a call back over an issue I've had since joining, never get a call back. Vague answers on the support ticket and short replies on my thread in their forum. Not impressed on a company that's meant to be known for good CS
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But according to your sig you are with the Post Office on 4Mbps, and according to your Profile with the Post Office on 24Mbps.
Edited by RobertoS (Tue 02-Jun-15 13:09:42)
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But according to your sig you are with the Post Office on 4Mbps, and according to your Profile with the Post Office on 24Mbps. It is telling that instead of addressing Plusnet's wrongs (4 users in a short space telling of not getting promised callbacks), you feel the need to go after an innocent person's outdated/inaccurate profile details instead.
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Sorry, only been live 3 weeks and I wouldn't call it "live"
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Updated
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In the same vein, it's telling that instead of either suggesting to either the poster or myself how to correct those wrongs, or taking action yourself to correct them, you once more feel the need to stick your oar in with a flame.
Please mind your own business where things do not concern you and you have nothing useful to offer.
Edited by RobertoS (Tue 02-Jun-15 16:35:59)
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That's a bit harsh Bob.
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Note my emphasis on the "once more". If it had been a post in isolation you would be right, but it wasn't.
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I have been using the WeQ4U app on my phone to ring customer services. When you get put into a queue you press 9 then *, hang up and make sure the app is running, your phone then rings when the customer services answer the call. Doesn't help with the problem of not being called back but has saved me a lot of time waiting on the phone.
Edited by deleted (Tue 02-Jun-15 18:57:26)
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I have been using the WeQ4U app on my phone to ring customer services. When you get put into a queue you press 9 then *, hang up and make sure the app is running, your phone then rings when the customer services answer the call. Doesn't help with the problem of not being called back but has saved me a lot of time waiting on the phone.
Sadly lots of companies say they will call back and don't. Just the way things are, the worse is BT or used to be and Talk Talk not far behind.
I must admit Plusnet have been good to me when things have gone wrong,
I had a callback from my old ISP today, I phoned them up as I noticed they was still taking money out of my account, they said they would phone me back once they looked into it and they did.
That is the difference between a small company and a large one. Now if only they could offer me around the same speed as I get now for the same price.
Adrian
Desktop machine now powered by windows 8 pro 64bit, no dreaded metro and Linux , laptop by Linux
Plusnet FTTC
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Eeeek.... Now I feel partly guilty for asking the question.
(Not really... but hoping everyone can get along.)
Anyway didn't get a call back so I had to call.. Looks like they have to cancel the original install to place a new order. Also turns out you can't have 2 home phone lines with Plusnet.
So now I'm considering just going with BT Business broadband since Zen also promised a call back from their sales teams and didn't follow through and yet BT did and I didn't have to wait.. I thought it was because it was the business team but I was on hold to plusnets business team for about 20 mins.
So I'm not that impressed with the responses I have had from everyone bar BT at the moment... That's probably a turn up for the books... Although I'll see if they call me back tomorrow before I decided.
BT mentioned that FoD would also be available again at some point so may be worth sticking with them... PlusNet said they wouldn't even look at FoD even if it was available.
Anyway.. Always worth feeding back on good and bad service in my view as it allows others to make more informed choices.
Regards PGre
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That's a bit harsh Bob. I hit a nerve I think!
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Only Tuesday and already come across 2 forum threads with people arguing and throwing hissy fits...
Think everybody's got the where's Summer blue's!
Plusnet Unlimited 21CN 3700/768 @ 4.2Km > TP-Link TD-W8968v3
Plusnet Fibre Extra 65000/20000 @ 450m > HG612 > Asus RT-AC87U
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Also turns out you can't have 2 home phone lines with Plusnet.
Who told you that, CS I presume?
Wonder why not, might trawl the T & Cs if have spare time to see if that is mentioned, or will post this query in Community forum might be quicker in finding out 
plusnet user
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... So now I'm considering just going with BT Business broadband ...
DON'T!
When BE started to be taken over by Sky I jumped to BT Business Broadband. One of the worst ISPs I have ever encountered, making BT Residential near paragons of perfection in comparison. BT Business Broadband seems to be farmed out to small companies who you deal with for almost everything, and mine was totally inept. If they could get it wrong, they did, especially after their suggesting that I terminate my residential line and move the number to my business line. The core of what happened - they terminated my business line, set up a new BB contract on the residential line, and charged me 20 months worth of early termination fees. I had quite a fight to get the line moved and my money back.
I was really pleased when they increased their prices, enabling me to get out of my contract early. They still owe me money.
Other people, in other areas, may have a better experience.
--
Adrian
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Well.. Sales/CS both mentioned that.
If I wanted two lines it would have to be their business lines... which whilst they have a 24Month contract they are cheaper than the residential lines per month...I keep thinking there is a catch but perhaps its just the contract term.
Regards PGre
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Only Tuesday and already come across 2 forum threads with people arguing and throwing hissy fits...
Think everybody's got the where's Summer blue's!
Yep, but the sun is out here,.
Adrian
Desktop machine now powered by windows 8 pro 64bit, no dreaded metro and Linux , laptop by Linux
Plusnet FTTC
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Also turns out you can't have 2 home phone lines with Plusnet.
Utter rubbish. Whoever told you that at Plusnet is probably a n00b.
I dealt with LOTS of Residential customer who had more than one line.
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If I wanted two lines it would have to be their business lines... which whilst they have a 24Month contract they are cheaper than the residential lines per month...I keep thinking there is a catch but perhaps its just the contract term. Residential inclusive of Vat and business exclusive?
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I did account for the VAT.. 
Even with the VAT business line from Plus Net = £12.60 (Incl VAT)
That better than the £15.95 for the Residential including VAT
Regards PGre
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Well.. Sales/CS both mentioned that.
If I wanted two lines it would have to be their business lines... which whilst they have a 24Month contract they are cheaper than the residential lines per month...I keep thinking there is a catch but perhaps its just the contract term.
Got a reply on the Community forum suggesting that you can have two home phone lines with BB having to be on both lines for the term of the initial contract.
http://community.plus.net/forum/index.php/topic,1400...
plusnet user
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thanks...
I'll ask the question again and see what response I get next time... Kinda frustrating when you get told differing info. I'll follow up on the Plusnet forum too.
Regards PGre
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You can definitely have 2 lines for residential, both have to have Broadband though.
I think you may have just hit unlucky with the staff you have been talking too. Much like any company, Plusnet has good staff and some awful staff.
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You can definitely have 2 lines for residential, both have to have Broadband though.
Not very flexible, especially considering £15.95 will turn a nice profit for Plusnet on a line-rental only contract.
Post Office looks the cheapest line-rental only deal at £15, but of course the call package needs to be considered too, if applicable.
Oliver.
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I have to agree, quite why PN cant do just phone now they are under the BT umbrella is a bit of a head scratcher.
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Well after a week of frustration with PlusNet I decided to cancel.
I do wonder if they have grown to much to fast as even to cancel I was on hold for 15mins.. (Perhaps a ploy to stop people from cancelling.)
Anyway.. lets see if paying more for BB ends up in better service.
Regards PGre
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Just had a look to see what happened in your Community thread, but searching for "no messages can be left in this mail box" didn't help. Which was it please?
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There were two..
One about multiple lines and it seems there's still confusion.
http://community.plus.net/forum/index.php/topic,1400...
The other is below.. So not really a useful answer.
http://community.plus.net/forum/index.php/topic,1399...
I canceled in the end as I didn't get replies to my questions, never got promised call backs, initial order was placed wrongly and couldn't get an install date.
Regards PGre
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Thanks.
A shame they messed up.
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sadly since the new CEO has took over, plusnet have critically under invested in support staff.
I suspect with their staff stressed with the loads they having to deal with the quality of support has dropped also, as they rush when dealing with queries, this I find is clearly evident on tickets.
A new live chat system where you have to wait in a queue as well.
They could pay for more staff by sacking the CEO (whats he there for?, doesnt reply to emails, and his leadership is clearly bad with the changes made), scrapping marketing budgets and spending the savings on support staff.
Of course someone will tell me in a minute a company is dead unless its aggressively gaming for new customers.
What saves plusnet is the support forum, at least there can get reasonable support.
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Well its a shame for them I guess... it was just a hassle for me. 
I am hoping that even though it will be more expensive going the business route that the service level may be better (assuming I need the "service" bit. I really expect all ISP's to be doing a good level of basic service in terms of monitoring capacity etc.. but its when things break that having fast access to support matters the most).
I wonder how much proactive support goes on these days..
I'd love an ISP to be able to text users (just one way) if they are experiencing issues in one area for example. Then the users know they are working on it and could save a bunch of support calls.
When things go wrong today its the users that have to do the leg work it seems to find out whats going on.
Regards PGre
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When things go wrong today its the users that have to do the leg work it seems to find out whats going on.
It's the same with a lot of things in life nowadays.
plusnet user
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They could pay for more staff by sacking the CEO (whats he there for?, doesnt reply to emails, and his leadership is clearly bad with the changes made), scrapping marketing budgets and spending the savings on support staff.
+1
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sadly since the new CEO has took over, plusnet have critically under invested in support staff.
Its not been the same since Jamie 'took the money and ran' when BT came knocking with their big fat cheque book.
Each successive BT appointed CEO has made things worse, not better, as evidenced by the number of experienced staff who left IMHO at least.
Plusnet is now just an arm of BT that is used to keep up with the 'budget' end of the market where BT cannot directly compete with the likes of SKy and TalkTalk...
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Totally wrong
Plusnet was in the rubbish heap and getting worse until BT took over as Jamie was trying to maximise profit to get the best price
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Its not been the same since Jamie 'took the money and ran' when BT came knocking with their big fat cheque book.
As someone who was with Plusnet in 2005 just before BT took over I can categorically say it was awful. Some of their products were sold as "unlimited", but they applied crippling traffic management (literally ISDN speeds) at usage thresholds which were never defined.
Oliver.
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Never said it was worse for the customer.
Staff morale was in the toilet when I left for greener pastures.
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+1
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Can't say I have had any issues with Customer serviceson, the two occasions I have needed to contact them. By phone, over billing between Christmas and New year. Also couple months back over the phone not working by email, both sorted out very quickly.
Not noticed any performance issues either, jobs a good'un.
Edited by NilSatisOptimum (Sun 14-Jun-15 13:41:52)
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Don't really have a issue with Customer Services. It can take along time to get through in the evening, I find its always best to phone in a morning.
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