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Standard User sneekyhen
(newbie) Sat 26-Aug-17 07:50:37
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plusnet


[link to this post]
 
Looks like Plusnet have taken away live Chat , which for some disabled customers is the best way to communicate frown
forum

they said it was stopped to allow more staff to answer phones ? and they didnt even tell customers it was removed , with no date or if it will be reinstated
Standard User Oldjim
(knowledge is power) Sat 26-Aug-17 10:05:51
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Re: plusnet


[re: sneekyhen] [link to this post]
 
I am not sure that Plusnet said that although a number of posters on their forum suggested it
Either way it is not a good idea as it is a major restriction even for us non disabled who don't want to hang on the phone for ages
Standard User 23Prince
(fountain of knowledge) Sat 26-Aug-17 10:26:41
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Re: plusnet


[re: Oldjim] [link to this post]
 
In reply to a post by Oldjim:
I am not sure that Plusnet said that although a number of posters on their forum suggested it
Either way it is not a good idea as it is a major restriction even for us non disabled who don't want to hang on the phone for ages


Some of us have Telephonophobia, so that's PN ruled out for good for me personally.


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Standard User Apprentice
(knowledge is power) Tue 29-Aug-17 18:13:22
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Re: plusnet


[re: sneekyhen] [link to this post]
 
http://www.plus.net/supportpages.html?a=2&%3fhelphea...

Click on the Announcements tab and you will see this:-

Live Chat reduced opening hours

29/08/2017 @ 17:34

As youll be aware, our Live Chat facility has been unavailable for a number of days. Were really pleased to confirm well be switching this back on but for reduced opening hours. Chat will be available 12-4 Wed/Thu/Fri this week but with no availability on weekends. Well be reviewing performance to make a decision on Thursday and will communicate that decision later this week.


We apologise for the continued degraded service and assure you were working incredibly hard to get this back up & running ASAP.


For customers who struggle to use the phone, we have Next Generation Text Relay services available please visit https://www.plus.net/help/legal/support-for-customer... for more information.

Kind Regards,

Plusnet Support


plusnet user
Standard User RobertoS
(elder) Tue 29-Aug-17 21:54:27
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Re: plusnet


[re: Apprentice] [link to this post]
 
I left, a fair while ago now, although my broadband was reliable enough not to need to contact Plusnet Help.

My reasons?

The changes that made raising tickets almost impossible and four-year atrocious phone Help-Line wait times culminating in the Plusnet preference for Twitter or online Chat for all queries (along with removal of 24-hour phone help) made me very worried about what would happen if I needed urgent help from someone with a brain that company policy allowed them to use. (As in the very obvious down-grading that happened around that time of the brilliant reps on the Community forum - they ceased to be able to make things happen).

Every time I pick up on a problem, (and look deeper), I see:-

"Plus ca change plus c'est la meme chose".

Except it isn't frown. It continues to get worse. That can only mean it is company policy not to waste money on customer support.

I think it may be the "chickens coming home to roost" time. When hugely expensive television advertising is not keeping the customer acquisition rate up with the attrition rate (churn has gone negative).

Once the market is saturated, retention becomes cheaper than replacement. I wonder how long it will be before BT Group management realise the brief they gave the Plusnet CEO is no longer appropriate.

Or will they just blame and replace him frown.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 72213/12265Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User Apprentice
(knowledge is power) Wed 30-Aug-17 10:36:52
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Re: plusnet


[re: RobertoS] [link to this post]
 
I assume that like those CEOs before him he will decide to leave Plusnet to pursue other opportunities within the BT Group in the not too distant future tongue


(Edit:- typo)

plusnet user

Edited by Apprentice (Wed 30-Aug-17 13:50:15)

Standard User 23Prince
(fountain of knowledge) Wed 30-Aug-17 22:03:15
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Re: plusnet


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
I left, a fair while ago now, although my broadband was reliable enough not to need to contact Plusnet Help.

My reasons?

The changes that made raising tickets almost impossible and four-year atrocious phone Help-Line wait times culminating in the Plusnet preference for Twitter or online Chat for all queries (along with removal of 24-hour phone help) made me very worried about what would happen if I needed urgent help from someone with a brain that company policy allowed them to use. (As in the very obvious down-grading that happened around that time of the brilliant reps on the Community forum - they ceased to be able to make things happen).

Every time I pick up on a problem, (and look deeper), I see:-

"Plus ca change plus c'est la meme chose".

Except it isn't frown. It continues to get worse. That can only mean it is company policy not to waste money on customer support.

I think it may be the "chickens coming home to roost" time. When hugely expensive television advertising is not keeping the customer acquisition rate up with the attrition rate (churn has gone negative).

Once the market is saturated, retention becomes cheaper than replacement. I wonder how long it will be before BT Group management realise the brief they gave the Plusnet CEO is no longer appropriate.

Or will they just blame and replace him frown.


Aye - not what it was - in my time it was a place to be proud to work for - When BT took over, that was game over.
Standard User Oldjim
(knowledge is power) Thu 31-Aug-17 07:40:11
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Re: plusnet


[re: 23Prince] [link to this post]
 
You have a selective memory
Just before BT took over Plusnet went totally down thee pan due to no investment in order to maximise profits
I remember very clearly the many complaints at that time
Standard User 23Prince
(fountain of knowledge) Thu 31-Aug-17 18:19:15
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Re: plusnet


[re: Oldjim] [link to this post]
 
In reply to a post by Oldjim:
You have a selective memory
Just before BT took over Plusnet went totally down thee pan due to no investment in order to maximise profits
I remember very clearly the many complaints at that time


I was not aware of that - all I can remember is nothing seemed to be wrong at the coal face, mind you it was not our place to know.
Standard User Chrysalis
(legend) Thu 31-Aug-17 19:56:23
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Re: plusnet


[re: Apprentice] [link to this post]
 
In reply to a post by Apprentice:
http://www.plus.net/supportpages.html?a=2&%3fhelphea...

Click on the Announcements tab and you will see this:-

Live Chat reduced opening hours

29/08/2017 @ 17:34

As youll be aware, our Live Chat facility has been unavailable for a number of days. Were really pleased to confirm well be switching this back on but for reduced opening hours. Chat will be available 12-4 Wed/Thu/Fri this week but with no availability on weekends. Well be reviewing performance to make a decision on Thursday and will communicate that decision later this week.


We apologise for the continued degraded service and assure you were working incredibly hard to get this back up & running ASAP.


For customers who struggle to use the phone, we have Next Generation Text Relay services available please visit https://www.plus.net/help/legal/support-for-customer... for more information.

Kind Regards,

Plusnet Support


Really baffles me they ditched the ticket system, the ticket system had no requirement for them to have it manned 24/7 but still allowed users to submit them around the clock. Good for both parties.

Standard User Apprentice
(knowledge is power) Fri 01-Sep-17 09:40:55
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Re: plusnet


[re: Chrysalis] [link to this post]
 
I last used the PN online ticket/question system towards the end of April with regard to the 29th June 2017 price increases and got a reply the same afternoon 2 hours and 18 minutes later ooo smile

plusnet user
Standard User Chrysalis
(legend) Fri 01-Sep-17 19:20:31
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Re: plusnet


[re: RobertoS] [link to this post]
 
said it very well.

Standard User 69bertie
(member) Sat 02-Sep-17 09:04:39
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Re: plusnet


[re: Apprentice] [link to this post]
 
I too didn't have any issues with the ticketing system when I had a fault end of May (speed dropped below min handback). Kept informed by phone and email, even emailed a copy of the test results, both current and end of fix.

Complaints? None from me. The process was fairly quick and did the job.

Only thing I would say is that some people don't always help themselves. Even today on Plusnet's forum there is someone having problems and he/she quite openly admits to carrying out only a part of the asked for tests; go figure. Why bother asking for help!

Standard User zyborg47
(eat-sleep-adslguide) Thu 28-Sep-17 11:03:46
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Re: plusnet


[re: Oldjim] [link to this post]
 
In reply to a post by Oldjim:
You have a selective memory
Just before BT took over Plusnet went totally down thee pan due to no investment in order to maximise profits
I remember very clearly the many complaints at that time


I was with Metronet at the time and i had an email to say plusnet was buying Metronet, there was no way I wanted to go with Plusnet because all of the problems it had and their traffic management was awful, so I changed to AOL.

I was not with them for long as they could only provide me with 500Kb/s, so I went to ADSL24, then left them after a couple of years for a local Wireless provider, which started off well and then went downhill and since FTTC was available here i decided to go with Plusnet who by that time had been taken over by BT and I knew a couple of people who was with them and their service was ok.


As for reducing the chat hours if it means reducing the wait times when phoning them then so be it, as waiting for 30 mins or more is not fun. Saying that it is only in the last month or so that I had to contact them for a fault apart from when I first went with them and both of the faults was a BT OR network problem and not a problem with Plusnet.

While things was a bit slow to start with getting BTOR to have a look, it is now kind of sorted, I am back online, but the problem is still there, but not affecting me now that I have a different router.

Adrian

Desktop machine now powered by windows 10 pro, reluctantly, laptop by Linux

Plusnet FTTC
Standard User 23Prince
(fountain of knowledge) Sat 30-Sep-17 21:59:25
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Re: plusnet


[re: Oldjim] [link to this post]
 
In reply to a post by Oldjim:
You have a selective memory
Just before BT took over Plusnet went totally down thee pan due to no investment in order to maximise profits
I remember very clearly the many complaints at that time


Well, As someone who sat there during the briefing, I disagree
Standard User broadband66
(fountain of knowledge) Sun 01-Oct-17 08:47:15
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Re: plusnet


[re: 23Prince] [link to this post]
 
Took you a long time to come up with that answer!

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User 23Prince
(fountain of knowledge) Sun 01-Oct-17 12:25:57
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Re: plusnet


[re: broadband66] [link to this post]
 
In reply to a post by broadband66:
Took you a long time to come up with that answer!


Yes - because I haven't been here for ages, sorry about that!
Standard User bccowell
(newbie) Wed 11-Oct-17 21:49:29
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Re: plusnet


[re: zyborg47] [link to this post]
 
Ive been with PlusNet for 15 years. I was looking for an ISP that could match the Call options or come close. In the end I rang them up to say I was leaving unless they had an offer. Told them I wanted FTP, they told me it wasnt possible (I'm in the sticks) and offered an upgrade to Fibre Extra and knocked a few quid off the deal.
The problem is when I compare their overall package to say Zens offer its 1/3 less (£20). So I agreed, got talked into 24 months. On reflection I decided 12 months, took me close on 45 minutes of fruitless call waiting to fix it. The CRM is just so bad, but they dont care. Next September I will go through this again, but I use my own fast Modem/router and I know my way round it all plus Im installing a USB SIM card as winter is coming: NB You get what you pay for. Told them that they will lose a lot of biz to Big Brother aka BT as it offers the Hot Spots which Im ****** if Im paying for. Hear their support is worse. BC
Standard User 23Prince
(fountain of knowledge) Sun 15-Oct-17 20:31:53
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Re: plusnet


[re: bccowell] [link to this post]
 
I migrated to them a few days ago - It's the same performance I had with BT inifnity so far. £29,99 can't be bad for 80/20
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