In reply to a post by RobertoS:

In reply to a post by 23Prince:

So ring them when you get home, they have been 24/7 for the past 10 years +

Customer support
_____________________________

0800 432 0200 (from within the UK)
+44 345 140 0200 (from abroad)

7.30am - 10pm, every day

Thanks for the update - they now officially suck in my book.

In reply to a post by 69bertie:

Any ISP can jump up and down as much as they like but if OR cannot get their act together, the customer will still be having problems after the 'engineer' has left the premises.

Clearly you've never been on AAISP.. they kick OR's [censored] and that justified their high price tag for some who used them.

In that case I wonder why they are not commenting on the latency spikes.

In reply to a post by RobertoS:

In reply to a post by 23Prince:

So ring them when you get home, they have been 24/7 for the past 10 years +

Customer support
_____________________________

0800 432 0200 (from within the UK)
+44 345 140 0200 (from abroad)

7.30am - 10pm, every day

I just remembered. I was referring to Business which I was on for a long time - and before that it was 24/7 residential as well.

In reply to a post by RobertoS:

In reply to a post by 69bertie:

If you have a problem with your electricity, you don't start talking to the account department to get it fixed. You contact the distribution side. Plusnet as it is, doesn't install wires, doesn't repair wires etc etc. All it does is bill me.

Your electricity supplier does nothing but record your usage in one way or another, and bill you for it according to their own tariff.

They have nothing at all to do with the supply mechanism.

ISPs have a much greater impact on the supply of broadband to each customer than an electricity company has of electricity supply, which is always by National Grid. An ISP controls the supply to you. An electricity supplier doesn't.

Is it National Grid you contact if you have a problem?

Interestingly this isn't a very useful comparison because:

With Electricity, if my power goes at home, I don't call the place that billls me "my energy supplier" - I call the distributor - Western Power Distribution

With an ISP, if my broadband goes at home I have to call my "broadband supplier" who in turn pass it to either BT Wholesale, or BT Openreach, if the issue isn't actually caused by them in the first place.

And even then it depends if I have my phone line with the same people or not as the problem might need to be bounced through 2 chains of suppliers, all of which typically end up with some part of BT plc.

It's quite different so not a very useful comparison at all. I do have direct access to contact the distributor with electricity, I do not with broadband.

In reply to a post by kasg:

In reply to a post by jelv:

I think you'll see more users you associate with Plusnet moving elsewhere! There is only so long that people will wait on their promises of improvements.

I had cause to telephone support for the first time in ages last week due to an outage - my first for years. Apart from the 50-minute wait for an answer their performance was exemplary. In my experience it's the wait and response times they need to do something about, the actual support when you get it is fine.

50 minute wait? That's ridiculous, it doesn't matter how good the support is if you have to wait almost an hour to speak to someone. For what it's worth my experience of Plusnet support has been abysmal.

In reply to a post by therioman:

50 minute wait? That's ridiculous, it doesn't matter how good the support is if you have to wait almost an hour to speak to someone. For what it's worth my experience of Plusnet support has been abysmal.

Have to agree the wait times are unacceptable.

Their answer? Use web chat: it just sits there loading, so use their ticket system and wait a week for an answer!

In reply to a post by therioman:

In reply to a post by RobertoS:

In reply to a post by 69bertie:

If you have a problem with your electricity, you don't start talking to the account department to get it fixed. You contact the distribution side. Plusnet as it is, doesn't install wires, doesn't repair wires etc etc. All it does is bill me.

Your electricity supplier does nothing but record your usage in one way or another, and bill you for it according to their own tariff.

They have nothing at all to do with the supply mechanism.

ISPs have a much greater impact on the supply of broadband to each customer than an electricity company has of electricity supply, which is always by National Grid. An ISP controls the supply to you. An electricity supplier doesn't.

Is it National Grid you contact if you have a problem?

Interestingly this isn't a very useful comparison because:

With Electricity, if my power goes at home, I don't call the place that billls me "my energy supplier" - I call the distributor - Western Power Distribution

With an ISP, if my broadband goes at home I have to call my "broadband supplier" who in turn pass it to either BT Wholesale, or BT Openreach, if the issue isn't actually caused by them in the first place.

And even then it depends if I have my phone line with the same people or not as the problem might need to be bounced through 2 chains of suppliers, all of which typically end up with some part of BT plc.

It's quite different so not a very useful comparison at all. I do have direct access to contact the distributor with electricity, I do not with broadband.

Rubbish, for the reasons I gave Bertie. All you have done in essence is repeat what he said. Not exactly useful. OK, you brought in the local distribution companies. Not relevant.

The point is with internet supply the ISP (ignoring vISPs) is the final and weakest link in the supply chain. So the prime point of contact has to be them. It would be idiotic for people with a broadband problem or even failure to be contacting BT Wholesale or Openreach as prime link.

Edited by RobertoS (Sun 20-Nov-16 23:06:28)

In reply to a post by therioman:

50 minute wait? That's ridiculous

It's not ideal and they need to sort it out, but it's not the end of the world, you just leave the phone on speaker and get on with life.