Dealing with Plusnet

I've been trying to change my account with Plusnet and move to BT.

Main reason was my line speed and wish to add the phone package. But to give Plusnet one last chance I started the message trail below to resolve my requirements or end up moving to BT.

The following mail trail back and fowrard with the help desk gives an idea of how hard it is to deal with Plusnet Customer support....

If I dont get an answer by Monday I'm off to BT.... and sod them.

So my question is : is there any other way to contact them by phone etc to get an answer or MAC key.

thanks

david


1st Post to help line 8th Sept.

I'm moving to the BT total broadband package. I want to get a total broadband and phone package. Whilst generally I've been happy with the level of service from Plusnet, I've been waiting 6 months to get my line upgraded through adsl MAX process and I still dont have any visibility of when this will happen. I am running at 1mb (usually a LOT slower) and by moving to BT I will also get my line adsl Max'd immediately to an estimated 5.5mb connection. I would NOT move to BT if I was guarenteed that if I took on the phone package that my line would be adsl max'd at the same time then I would stay with Plusnet and add the phone option.

my contact phone # is '999999999

the date for transfer would be 1st October 2006

1st Reply

Annette Stones CSC Agent 7:15pm, Sunday 10th September 2006
We are willing to give you a free regrade to max dsl but you will need to confirm that if you leave within the next 12 months the regrade charge will be payable, please advise us how you want to proceed.
Regards,
Annette Stones
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Your comment 9:37am, Monday 11th September 2006
I'm willing to stay for the next 12 months and repay the fee if I dont do so. Can you first tell me the cost and when the regrading will take place. I will then confirm acceptance of the deal and sign up for the phone package

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Your comment 12:47pm, Thursday 14th September 2006
Can I please get a response to my question.... if I dont receive feedback in the next 48 hrs I will re-request my MAC key and move to BT.

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Liam Martin CSC Agent 3:21pm, Thursday 14th September 2006
Dear Mr Murray,
The charge for this regrade would normally be

Hi there,

I have raised this to the Comms Team for you but it would help immensely if you could post a ticket ID or PM it to me so that they can track you down and respond accordingly

usually its better not to put the agents real names in your post.

It is done overnight, usually within 24 hours of them submitting the order to BT IIRC.

This is the major problem of not having enough support agents to answer tickets quick enough..... hence massive customer frustration.

Did I miss something? Plus net are charging you for a DSLMax upgrade?? I thought they were free?

I inderstood that PlusNet had paid BT for ALL its users to be regraded to MaxDSL. Because of the limited numbers which could be regraded daily, PlusNet offered those users who wanted to regrade early in the programme a "Queue-Jump" option which would put them at the front of the queue for regrade .... but at NO CHARGE.

This is a new one on me. I seem to remember a discussion around May which concluded that a PAID FOR super queue jump would NOT be offered.

Does anybody recollect this differently?

They are for customers willing to wait. Admitedly this is the first time I have heard about a chargeable (or deferred chargeable in this case) queue jump being available as well but guess they are being offered on a case by case basis.

There is a thread on the plusnet forum to upgrade, it normally takes a couple of working days after a request is posted for max to be enabled, so I cant see the sense in csc charging anyone.

I can't either, although in this instance they aren't charging either (as long as the OP stays for 12 months). There could be something else in the OP history that means Plusnet aren't willing to give the FOC upgrade now but only in the future. As outsiders we will never know for definite.

I have asked the usergroup to speak to the Voice Of The Customer and clarify the policy.