Plusnet - award winning customer service. NOT

[Diamond Hell]

I'm about to change from Zen, who seem unable to function p*ss-up in brewery-wise, so thought I'd try Plusnet.  I looked up my phone number, but it came back not found, or something.  They have an online chat function on their website, so I thought I'd use it.

Here's the transcript. 

You're now chatting to Shaun.
Shaun: Hi, my name is Shaun, I'm here to help you with your Plusnet order today.
Thomas: hello, your checker seems to be struggling to find my home phone line
Shaun: Ok
Thomas: we definitely have a home phone line
Thomas: 01983 XXXXXX
Shaun: Click on address not found and then you can manually enter it in Thomas
Thomas: oh no, it finds the address, but denies the existence of the phone line
Thomas: which is with BT
Shaun: There may be a charge of £49.99 to install a new line or get an existing one reconnected, if there is a fee you will know before you complete your order online now.
Thomas: no, there's an existing phone line already there
Thomas: on the number above
Shaun: It would need activating
Thomas: can you please check it your end to see what you get
Thomas: it's active
Thomas: it's with another ADSL supplier
Shaun: The online form will check this
Thomas: yes
Thomas: it's wrong
Thomas: or not working
Shaun: Please call our Sales Number on 0800 432 0200 or 0345 140 0200, thank you. They're open 7am to 10pm Monday to Friday, and 9am to 9pm Saturday and Sunday.
Thomas: please check it yourself and let me know what response it gets
Thomas: can you do that, or are you an automated responder?
Shaun: Your line activation fee will be just £49.99 one off.
Thomas: you're not real, are you?
Thomas: either that or really not very bright
Shaun: That is what the online form states Thomas
Thomas: correct 'Shaun'
Thomas: but it's wrong
Thomas: I'd like you to have a look at why it's coming up wrong
Shaun: Yes that is correct
Thomas: no it's not correct
Thomas: it is wrong
Shaun: Please call our Sales Number on 0800 432 0200
Thomas: but you're supposed to be a specialist
Thomas: why can't you look into this?
Shaun: As i stated line is not active
Thomas: but it is
Thomas: I know it is, it's my phone line
Shaun: You would need to call and speak to our team
Thomas: but I wanted to use this facility to speak to your team
Thomas: isn't that why it's there?
Shaun: Please call our Sales Number on 0800 432 0200 or 0345 140 0200, thank you. They're open 7am to 10pm Monday to Friday, and 9am to 9pm Saturday and Sunday.
Thomas: but you're there now!
Shaun: No we work on line
Thomas: can you tell me if you're a real person?
Shaun: You would need to call the number
Shaun: Yes
Thomas: it's just I was hoping you'd be able to help me - don't you have access to any more than the online form?
Shaun: Sorry no Thomas
Thomas: oh dear
Thomas: I was hoping for something helpful from a Plusnet specialist
Thomas: can you get someone to give me a call to discuss my order on 0777 xxx xxxx please?
Shaun: Unfortunately not
Thomas: that's not very joined up
Thomas: I thought Plusnet were interested in getting my business
Shaun: I am sorry

Now, does anyone know of an ISP which is able to correctly identify its a*se and its elbow in most situations?

[DubFan]

I've not had problems with Plusnet customer service, but then I made the order online, then had problems when they tried to switch my DSL from another company, but they solved it very well and were excellent on the phone.
Sounds like they've got Siri working their online "chat".

[R32UK]

I can help you with this...




























Please call our Sales Number on 0800 432 0200 or 0345 140 0200, thank you. They're open 7am to 10pm Monday to Friday, and 9am to 9pm Saturday and Sunday.
 

[jamie_pyrite]

Plusnet are awful mate - They make out they've got an amazing UK based support team, but the support is rubbish.

I work for another Sheffield based ISP and we have a lot of guys who have come from Plusnet to work for us and say it's awful. For the price you're paying though, they can't afford to offer a decent level of service

Have you looked at Be broadband? I'd say they have some of the best customer service around. They're a bit expensive though, especially compared to Plusnet

[Guy]

Thomas - the internet has just reached Yorkshire.. and you're expecting them to be able to join it up with having a conversation at the same time?  

I suggest you call their Sales Number on 0800 432 0200 or 0345 140 0200, thank you. They're open 7am to 10pm Monday to Friday, and 9am to 9pm Saturday and Sunday.

[Jay]

Plusnet are awful mate - They make out they've got an amazing UK based support team, but the support is rubbish.

I work for another Sheffield based ISP and we have a lot of guys who have come from Plusnet to work for us and say it's awful. For the price you're paying though, they can't afford to offer a decent level of service

Have you looked at Be broadband? I'd say they have some of the best customer service around. They're a bit expensive though, especially compared to Plusnet

Bollocks. Been with PN for yonks and the two times I've called their CS it's been ace, first time the static IP they assigned to me wasn't setup properly when I first joined them so they gave me another within a few minutes (after being told it's a config issue, then explaining to them I had tried an ADSL modem and a different router and got the same results and that I could access a friends server also on the PN network) and the second time early last year it was a router config issue I had overlooked and in my haste to get it working I called them. and if all their sh!t support are leaving and joining the company you work for, doesn't that mean your support is sh!t?  #justsaying

The working environment, however, may be different story, but the service and CS I've personally received has been a f@ck load better than when I was with BT, FreeServe or Wanadoo.

It's probably 'Shaun' from an outsourced online chat company or work experience kid with scripts to follow and when script runs out "call our sales team" is the next answer, their CS is in Sheffield, but is there anything stating the online chat isn't in Mumbai or Cape Town or the dark room where they shove the work xp kids?

[jamie_pyrite]

Plusnet are awful mate - They make out they've got an amazing UK based support team, but the support is rubbish.

I work for another Sheffield based ISP and we have a lot of guys who have come from Plusnet to work for us and say it's awful. For the price you're paying though, they can't afford to offer a decent level of service

Have you looked at Be broadband? I'd say they have some of the best customer service around. They're a bit expensive though, especially compared to Plusnet

nuts. Been with PN for yonks and the two times I've called their CS it's been ace, first time the static IP they assigned to me wasn't setup properly when I first joined them so they gave me another within a few minutes (after being told it's a config issue, then explaining to them I had tried an ADSL modem and a different router and got the same results and that I could access a friends server also on the PN network) and the second time early last year it was a router config issue I had overlooked and in my haste to get it working I called them. and if all their sh!t support are leaving and joining the company you work for, doesn't that mean your support is sh!t?  #justsaying

The working environment, however, may be different story, but the service and CS I've personally received has been a f@ck load better than when I was with BT, FreeServe or Wanadoo.

It's probably 'Shaun' from an outsourced online chat company or work experience kid with scripts to follow and when script runs out "call our sales team" is the next answer, their CS is in Sheffield, but is there anything stating the online chat isn't in Mumbai or Cape Town or the dark room where they shove the work xp kids?

Ok so I phrased it poorly - Their working environment is very poor and the time restraints/pressure they're put under means they usually aren't given the chance to support things how they may like to. We've had some excellent people come over from them and some rubbish people! We've also lost a few people to them too, as they pay more 

It sounds like you've been lucky with your support! I know BT are pants, unless you can get through to the right department/person, but even that takes some fighting!

[Ben Lessani]

@DH - best place to look to check LLU, indicative line rates etc

http://www.samknows.com/broadband/broadband_checker

[Diamond Hell]

@DH - best place to look to check LLU, indicative line rates etc

http://www.samknows.com/broadband/broadband_checker

Cheers.  Already knew of that.  I also use Think Broadband.

[DubFan]

Be Broadband is now owned by O2, and both have decent reputations, though not dealt with them myself.