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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » How do Plusnet get away with such poor service and lies ?????
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Author Topic: How do Plusnet get away with such poor service and lies ?????  (Read 9579 times)
middevon4x42

Posts: 6

« on: July 20, 2012, 02:19:51 pm »

I must admit I was taken in with " Good old fashioned service " ads with Plusnet but what a folly, these guys simply lie without a second thought, they will say what ever is needed to keep you happy and have no intension of delivering, the latest fiasco is their upload speeds, since changing to Plusnet it has dropped from a poor 0.50 with BT to just 0.04 with plusnet, it took 15 minutes to upload a 70meg photo to eBay this morning, Plusnets response was " pay another 7.50 a month and we will increase it " !! How about providing a basic service for the money i'm already paying Plusnet...  Huh needless to say i've had enough and i've asked for MAC code this morning.  If your thinking of moving to plusnet you need to think long and hard,  I've been with them for 6 months both at home and with my business and it's been a strain to get an honest answer from ANY department,  do you need the hassle Huh
MauriceB
Administrator

Posts: 4356

« Reply #1 on: July 20, 2012, 07:38:13 pm »

Not a particularly informative rant police

No substantiation of what your escalation was with Plusnet staff and over what period.  A clue as to which package you currently have would be particularly helpful to anyone trying to help you to check whether you have a local BT fault; an ISP problem or just on the wrong package to match your expectations.  Ranting and setting up a poll to garner support gets little sympathy!

If you want some help just ask - if you just want a soapbox  shoot

Maurice
middevon4x42

Posts: 6

« Reply #2 on: July 24, 2012, 08:44:01 am »

Why not have a rant here, there is little point in doing it with plusnet, I switched to plusnet in January this year, they said they would take over the telephone line so there was no break in my service ( Business Line ) but in fact it took 8 days from BT switching off the phone from the previous tenant to my new business, thats eight days with no business line, we had a glossy launch of the new business, radio ads, local newspaper ads, eBay motor pro Adverts and no ruddy telephone line and Plusnet could not be less bothered.  They told me it takes 6 working days to restart a line which is fine but the time to tell me that was at the beginning when i made the order and why tell me it was seamless, Huh   From there it went down hill quickly, you would not mind but it was simply all shameless lies, they would say what ever i needed to hear to get me off the line.  I check my internet speeds once a week as the business is in a rural area and not too hot and all the way through from January and previously with BT ( I spoke to old tenant )  the upload speed has been around 0.5 not too good but you can work with it, then in the last month it has dropped to 0.04, ( thats just about 10% of original speed ) I spoke to Plusnet at least 5 times about it and you get the same thing from them, we will raise a " Ticket " what ever that is and I never hear anything again, on the last call they said they can raise the speed back up to 0.5 but it will cost another 7.50 a month, come on, wouldn't you be angry, from a business point of view Plusnet has been a disaster and I have no problems whatsoever from shouting it from wherever I can.   Plusnet offered me a reduced package after I wrote to Steve Woods at plusnet head office, this package was 25.48 a month for unlimited phone line and broadband but my next bill was about 60, I called again to be told there was no record of an offer of 25.48, after dealing with Plusnet for several months I had starting recording all the calls on the iPhone, as soon as I told them about this they " Suddenly " found the the notes and confirmed the offer, come on !!!!
Phil Richardson

Posts: 992

Products Specialist

« Reply #3 on: July 24, 2012, 07:33:17 pm »

Hi Middevon4x42,

I can assure you we take this type of thing seriously. What you describe clearly sounds wrong and would like to review that in more detail.

Some points do not add up, but that is simply because I a trying to put your puzzle together quite blind. Can you give a ticket ID from the account, so that we can put the rest together and respond accordingly?

Phil Richardson
Plusnet Products Specialist
middevon4x42

Posts: 6

« Reply #4 on: July 25, 2012, 09:10:46 am »

This has been going on since January, who keeps a record of ticket numbers??   When ever I phone they seem to be reading notes on a computer, do you not have access to the same notes?Huh  you want to hear the latest Huh  we also dumped Plusnet from our home phone and switched to Sky, gave Sky the MAC code and told about two weeks, that was up last week, Now I have a message from Plusnet telling me that service is being restricted as I have not paid the bill !! I checked with Sky who tell me that Plusnet blocked the change over, I thought with a MAC code this could not happen,???   it turns out that I am possibly paying Sky and Plusnet for the same line, I complained to Plusnet who said they had  " no idea what was going on " and turned the line back on,  Plusnet recorded the telephone conversation so go check it out yourself. !!!! 
Colin
Usergroup Member

Posts: 6339


WWW
« Reply #5 on: July 25, 2012, 10:58:16 am »

A ticket number would enable Phil to be able to find your account so he can investigate it...

Without providing either your username or a ticket number, then he is not going to be able to help you or even investigate it.

Why can the agents review your history when you phone? Probably because you give them your username or it's recognised off your CLI (I can't remember what happens).

If you don't keep a record of your ticket numbers, then you can find them in the Help Assistant.

It would be far more productive if you gave useful information, which would then enable the likes of Phil or other members of staff the chance to take a look at your account - if you don't, then you just appear to be ranting for the sake of ranting.

Colin

Colin Ogilvie
Plusnet Usergroup Member
Using: Plusnet Extra
middevon4x42

Posts: 6

« Reply #6 on: July 25, 2012, 11:12:57 am »

I can admit to not being 100% computer literate and to be honest I have no idea what a "ticket" is or a CLI or an ISP that people are talking about, perhaps this is part of the problem, Plusnet assume I know all these things?
This Forum is posted under my user name i thought that was enough ( MIDDEVON4X42 )  what more will he need?
Colin
Usergroup Member

Posts: 6339


WWW
« Reply #7 on: July 25, 2012, 11:27:26 am »

A username will be enough - but not everyone's username on this forum corresponds to their Plusnet username. Now you've confirmed that, I'm sure Phil or someone else will take a look.

ISP = Internet Service Provider (Plusnet, Sky, BT, Talktalk, etc.)
CLI = Your phone number (Caller Line Identification)

Colin Ogilvie
Plusnet Usergroup Member
Using: Plusnet Extra
middevon4x42

Posts: 6

« Reply #8 on: July 29, 2012, 11:26:49 am »

A deafening silence from PLusnet !!!!
Midnight Caller

Posts: 60


WWW
« Reply #9 on: July 29, 2012, 12:43:03 pm »

It's the weekend, you will need to wait until monday for PlusNet to get back to you on here!


Force9
Force9 Since 3 July 1998
           
PlusNet
PlusNet Since 6 Febuary 2001
mjtaylor

Posts: 143


« Reply #10 on: July 30, 2012, 09:29:31 am »

Hi there,

Really sorry to hear about the problems you've had, I hope I can help explain them and do what we can to make things better.

Regarding the upload of 0.04, it sounds like this was caused by a fault on the line, probably a burst of noise that has since sorted itself out - please let us know if this isn't the case but it looks like it's now returned to normal.

As you have a 20CN connection at the moment the standard upstream speed is 448kb/s. I'm afraid the only way to increase this is to add a product called Max Premium to the line, which costs 7.50 a month - I'm sorry you were told this when trying to report a fault with the upload speeds, this will be addressed with the agent concerned, however as far as increasing the upload on a 20CN connection goes he was correct.

As for the provisioning, I'm sorry for the downtime there. It sounds like you were advised we'd be able to take over a working line at your work's premises there which would have been a straight swap without any drop in connection, however this wasn't the case unfortunately as the line had been disconnected and needed to be reprovided. I'll try and listen to the call to see what happened there, but as with the above this will be addressed with the agent concerned internally.

Finally, the reduced subscription offer. I can see this detailed on two tickets on the account, one at the start of May and then another on the 11th June - however it seems from checking your invoices that it was applied to your invoice on the 7th May? Please let me know if I'm incorrect there as we'll need to look into that.

I hope that helps explain, please let us know if there is anything further we can do for you.

Regards,

Matt Taylor
Customer Support

Regards,

Matt Taylor
Plusnet Support
middevon4x42

Posts: 6

« Reply #11 on: August 02, 2012, 11:25:41 am »

I have just done a speed test via Speedtest.net and upload speed is now 0.21 about half of what it was, I can see why he has offered the higher speed at an increased rate but not to resolve my problem and get the speeds back to where it should be,


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