But there are ways round that to get UK technical support if you have problems.

These avenues have been more and more cut off over the last few years and their customer service is just simply appalling.

If I'd actually managed to talk to a techie about my recurring problems rather than endless script monkeys I might have stayed with TT but it's too easy to waste hundreds of hours trying to get things fixed or deal with technical noshows.

They have multiple call centres.

The indian one is the absolute worst to deal with and it's the one you'll hit most often.

The Filipino one is only slightly better.

The South African one is very friendly, but as effective as the other 2

Same applies to the UK/Irish ones.

They have scripts they must follow. They're not allowed to deviate from the scripts (indians take this literally).

Someone I know who's Ex TT said they also have requirements on the number of calls they take each hour (incentive to get you off then line asap or get penalised) and the call centres are penalised if they don't meet a certain (impossible) percentage of "first fixed" calls, so the operators are instructed by managers to not pass to second line under any circumstances. (Not that "second line" is any better. You need 3rd line to talk to someone who's actually got any technical qualifications).

All in all, the call centres are an experience best avoided. BT is better but only slightly.

@stoatwblr or stoatgobbler - whatever

Well what an irrelevant rant.

I said there are ways round the overseas call centres and there are.

The TT customer forums are UK based and staffed and is a far better way to get problems resolved. The vast majority of people who use their forums get their problem fixed. These routes are fully active and have not been "cut off".

But as always you can't please all the people all the time, and some people you can't please at all.

Edited by deleted (Fri 19-Apr-13 21:00:09)

In reply to a post by Stoatwblr:

Someone I know who's Ex TT said they also have requirements on the number of calls they take each hour (incentive to get you off then line asap or get penalised) and the call centres are penalised if they don't meet a certain (impossible) percentage of "first fixed" calls, so the operators are instructed by managers to not pass to second line under any circumstances. (Not that "second line" is any better. You need 3rd line to talk to someone who's actually got any technical qualifications).

I've been saying it for years...once you rely on phone call stats to manage your workers, your workers will find a way to manipulate the stats. This rarely, if ever, results in a better service for your customers, even if that was the intention when setting the stat targets.

This is lazy management of the level above the managers who know the stats are just being manipulated and the real targets (of effective customer service) not being met. Where this level of lazy management is depends on the company and level of outsourcing etc

Hi there thripston,

Did you contact PlusNet and if so what was the outcome?

My parents (well my Dad) signed up to TT Essentials via the telephone (no one in the household entertains doorstop sellers, except Kleeneze or Betterware), took the line rental in advance and 9 months half price broadband and the anytime calls boost.

So far we've never had any issues and have even been impressed with the staff on the support forum.

I guess what others in general have to remember is that they are a budget ISP. If you want to get a better telephone service then you have to find a "better" ISP. But if you are happy with paying a MUCH smaller price then you can get a good deal, but you are most likely going to have to use the Forum for support.

I hope this helps, and please do let us know the outcome.

edited for spelling

Edited by CJT (Sun 21-Apr-13 20:16:01)