Plusnet W@nkers!

According to my Plusnet account, I am billed from the 10th July to the 9th
August on my £14.99 account. On the 11th July I logged in to my account to
check my bandwidth only to find that I was at nearly 3GB 24 hours into my
new billing period.

I rang Plusnet to ask how this was and was told by an operator that it may
reset when the Direct Debit is taken on the 13th July.

Well it's the 17th today and according to my account I have used nearly 4GB
in 7days!!! - Just rang Plusnet again and operator stumbling for words as
usual said "It's more that likely a mistake" - Give the lad medal!! - So I
ask him what is going on and if I am gonna be charged for this. He replies
"No, but if we do you can call us back for a refund"

These people are pure cowboys!! You don't say that to a customer. You get an
technical person on this case ASAP and tell the customer it will be sorted
as soon as poss.

He put me on hold to speak to his "Supervisor" at which point I was calling
them cowboys which they are and he comes on the phone like a snotty little
twit and says "We can hear you" and then puts the phone down.

Well had nothing but problems since I signed up with these idiots...time to
get a new ISP.

Anyone know if Bulldog is any good?

On Sat, 17 Jul 2004 20:51:05 +0100, "Gareth :-\) voom"
<(E-Mail Removed)> wrote:

>According to my Plusnet account, I am billed from the 10th July to the 9th
>August on my £14.99 account. On the 11th July I logged in to my account to
>check my bandwidth only to find that I was at nearly 3GB 24 hours into my
>new billing period.
>
>I rang Plusnet to ask how this was and was told by an operator that it may
>reset when the Direct Debit is taken on the 13th July.
>
>Well it's the 17th today and according to my account I have used nearly 4GB
>in 7days!!! - Just rang Plusnet again and operator stumbling for words as
>usual said "It's more that likely a mistake" - Give the lad medal!! - So I
>ask him what is going on and if I am gonna be charged for this. He replies
>"No, but if we do you can call us back for a refund"
>
>These people are pure cowboys!! You don't say that to a customer. You get an
>technical person on this case ASAP and tell the customer it will be sorted
>as soon as poss.
>
>He put me on hold to speak to his "Supervisor" at which point I was calling
>them cowboys which they are and he comes on the phone like a snotty little
>twit and says "We can hear you" and then puts the phone down.
>
>Well had nothing but problems since I signed up with these idiots...time to
>get a new ISP.
>
>Anyone know if Bulldog is any good?
>
>

Hi there,

Unfortunately we have an open problem regarding the VMU not being
reset.

I am surprised that the agent you spoke to was not aware of this.

If you can supply me with your username I'll gladly investigate this
matter further for you.

kind regards

Luke
--
| Luke Horwath Broadband Solutions
| Comms team for Home & Business
| PlusNet Plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----+

"PlusNet Support" <(E-Mail Removed)> wrote in message

> On Sat, 17 Jul 2004 20:51:05 +0100, "Gareth :-\) voom"
> <(E-Mail Removed)> wrote:
>
> >According to my Plusnet account, I am billed from the 10th July to the
9th
> >August on my £14.99 account. On the 11th July I logged in to my account
to
> >check my bandwidth only to find that I was at nearly 3GB 24 hours into my
> >new billing period.
> >
> >I rang Plusnet to ask how this was and was told by an operator that it
may
> >reset when the Direct Debit is taken on the 13th July.
> >
> >Well it's the 17th today and according to my account I have used nearly
4GB
> >in 7days!!! - Just rang Plusnet again and operator stumbling for words as
> >usual said "It's more that likely a mistake" - Give the lad medal!! - So
I
> >ask him what is going on and if I am gonna be charged for this. He
replies
> >"No, but if we do you can call us back for a refund"
> >
> >These people are pure cowboys!! You don't say that to a customer. You get
an
> >technical person on this case ASAP and tell the customer it will be
sorted
> >as soon as poss.
> >
> >He put me on hold to speak to his "Supervisor" at which point I was
calling
> >them cowboys which they are and he comes on the phone like a snotty
little
> >twit and says "We can hear you" and then puts the phone down.
> >
> >Well had nothing but problems since I signed up with these idiots...time
to
> >get a new ISP.
> >
> >Anyone know if Bulldog is any good?
> >
> >
>
> Hi there,
>
> Unfortunately we have an open problem regarding the VMU not being
> reset.
>
> I am surprised that the agent you spoke to was not aware of this.
>
> If you can supply me with your username I'll gladly investigate this
> matter further for you.
>
> kind regards
>
> Luke

Luke how come you know so much yet when I call the support line, they don't
seem to know what day it is? Are you trained in a different way or is it
just some of the agents are lazy sods!

On Sat, 17 Jul 2004 22:39:12 GMT, "Kráftéé"
<kraftee@spam_off_&_die_ntlworld.com> wrote:
> This applies to any company & not just Plusnet. You
>should try dealing with an ISP who advertises 24 support & yet closes their
>offices at weekends & after 18:00..
Good advice I was told by my Father fifty years ago to never talk to
the oily rag but to talk with the engineer.
Bob.

"Gareth :-\) voom" <(E-Mail Removed)> wrote in
news:(E-Mail Removed):

> Luke how come you know so much yet when I call the support line, they
> don't seem to know what day it is? Are you trained in a different way
> or is it just some of the agents are lazy sods!

Sounds like you spoke to a newbie agent there, plus I do have to say that
going off on a rant, regardless of how things should be is not going to
get you much help from the person you are speaking to regardless of who
the company is.



--
Colin
*Drop DEAD from the email address to reply*

cw <(E-Mail Removed)> wrote:

> "Gareth :-\) voom" <(E-Mail Removed)> wrote in
> news:(E-Mail Removed):
>
> > Luke how come you know so much yet when I call the support line, they
> > don't seem to know what day it is? Are you trained in a different way
> > or is it just some of the agents are lazy sods!
>
> Sounds like you spoke to a newbie agent there, plus I do have to say that
> going off on a rant, regardless of how things should be is not going to
> get you much help from the person you are speaking to regardless of who
> the company is.

Working in a customer facing job myself, I have to agree. There are
times when mistakes happen, there always will be when you deal with high
volumes of customers (can't please all of the people, and all that).

If a customer starts laying into me with loads of verbal, I too can be
equally lazy/stupid. I will certainly try to resolve the issue, but I'll
do it in order of my own priorties. Should we screw up and the customer
remains calm and pleasant, then you'll generally find we will bend over
backwards to help.

Regardless of whether you are in the right or not, doesn't give you the
right to treat another person like shit. Good manners go a long way IME.
Insults and bad language will get you nothing other than more grief.
Hell I've even told customers not to come back if they can't be
civilised, and have been backed up by my manager.

If you came into my reception and called me a wanker, I'd be happy to
tell you to take your business elsewhere.

For sure PlusNet's service has perhaps suffered of late, it's certainly
not what it was last year. However, it still knocks spots off the
service I got from NTL, and BT. Even the fabled UkOnline has been worse
over the last year or so.

One thing I do have to commend though, is the response PlusNet has to
any problems, and the information they offer. That is second to none.

--
Andy Hewitt ** FAF#1, (Ex-OSOS#5) - FJ1200 ABS
Honda Concerto 16v: Windows free zone (Mac G5 Dual Processor)
http://www.thehewitts.plus.com - now online

Gareth :-) voom wrote:
> "PlusNet Support" <(E-Mail Removed)> wrote in message
>
>> On Sat, 17 Jul 2004 20:51:05 +0100, "Gareth :-\) voom"
>> <(E-Mail Removed)> wrote:
>>
>>> According to my Plusnet account, I am billed from the 10th July
>>> to the 9th August on my £14.99 account. On the 11th July I logged
>>> in to my account to check my bandwidth only to find that I was at
>>> nearly 3GB 24 hours into my new billing period.
>>>
>>> I rang Plusnet to ask how this was and was told by an operator
>>> that it may reset when the Direct Debit is taken on the 13th July.
>>>
>>> Well it's the 17th today and according to my account I have used
>>> nearly 4GB in 7days!!! - Just rang Plusnet again and operator
>>> stumbling for words as usual said "It's more that likely a
>>> mistake" - Give the lad medal!! - So I ask him what is going on
>>> and if I am gonna be charged for this. He replies "No, but if we
>>> do you can call us back for a refund"
>>>
>>> These people are pure cowboys!! You don't say that to a customer.
>>> You get an technical person on this case ASAP and tell the
>>> customer it will be sorted as soon as poss.
>>>
>>> He put me on hold to speak to his "Supervisor" at which point I
>>> was calling them cowboys which they are and he comes on the phone
>>> like a snotty little twit and says "We can hear you" and then
>>> puts the phone down.
>>>
>>> Well had nothing but problems since I signed up with these
>>> idiots...time to get a new ISP.
>>>
>>> Anyone know if Bulldog is any good?
>>>
>>>
>>
>> Hi there,
>>
>> Unfortunately we have an open problem regarding the VMU not being
>> reset.
>>
>> I am surprised that the agent you spoke to was not aware of this.
>>
>> If you can supply me with your username I'll gladly investigate
>> this matter further for you.
>>
>> kind regards
>>
>> Luke
>
> Luke how come you know so much yet when I call the support line,
> they don't seem to know what day it is? Are you trained in a
> different way or is it just some of the agents are lazy sods!

Gareth haven't you discovered that most front desk personel aren't worth a
jot, the task/problem/trick is to get past them to the people who actually
do know something. This applies to any company & not just Plusnet. You
should try dealing with an ISP who advertises 24 support & yet closes their
offices at weekends & after 18:00..

On Sat, 17 Jul 2004 21:50:31 GMT, Robert Dunderdale <(E-Mail Removed)>
wrote:

>On Sat, 17 Jul 2004 22:39:12 GMT, "Kráftéé"
><kraftee@spam_off_&_die_ntlworld.com> wrote:
>> This applies to any company & not just Plusnet. You
>>should try dealing with an ISP who advertises 24 support & yet closes their
>>offices at weekends & after 18:00..
>Good advice I was told by my Father fifty years ago to never talk to
>the oily rag but to talk with the engineer.
>Bob.


With all due respect, that is nonsense. The least a company can do is
supply a first port of call for paying customers that is pleasant and
has at least a working knowledge of the product and it's related
service issues.

This would then keep the "engineers" free to deal with more serious
issues.

Maybe Plusnet needs to look at it's young telephone answering staff,
as in my experience, at least some of them do appear to have a poor
attitude, and this certainly was not the case this time last year.

Something has changed at Plusnet. Time for a policy review lads?

>The least a company can do is
>supply a first port of call for paying customers that is pleasant and
>has at least a working knowledge of the product and it's related
>service issues.

I completely agree and as I company that is what we expect our
customer support staff to deliver.

>
>Maybe Plusnet needs to look at it's young telephone answering staff,
>as in my experience, at least some of them do appear to have a poor
>attitude, and this certainly was not the case this time last year.

>Something has changed at Plusnet. Time for a policy review lads?

Part of my job (and Dave's, Josh's and to some extent Ian's) is to
actively monitor Agents responses (both those by phone and by the
ticketing system). These are of course random and we cannot feasibly
monitor every call/ticket but every agent has some calls and tickets
monitored weekly. If there is a particular area that an agent needs to
work on, this will get picked, but in all honesty it might be a couple
of weeks before a specific issue is highlighted, simply because of the
random nature of the monitoring.

If anyone has a specific instance they would like to highlight please
contact one of us and we will investigate if further for you.

kind regards

Luke
--
| Luke Horwath Broadband Solutions
| Comms team for Home & Business
| PlusNet Plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----+

On Sat, 17 Jul 2004 21:32:54 +0100, "Gareth :-\) voom"
<(E-Mail Removed)> wrote:

>Luke how come you know so much yet when I call the support line, they don't
>seem to know what day it is? Are you trained in a different way or is it
>just some of the agents are lazy sods!

Nope they are not lazy at all.

However, you have hit on one of PlusNet's major failings. The
education and training of it's support staff. It seems to be non
existent.

This was the reason why I left PlusNet for a 'more informed' ISP. They
gave me totally incorrect information about ISDN to ADSL conversion
and despite all the eleventh hour apologies and reassurances I still
decided to leave. When I left they told me that they were taking on
board all the lessons learned from giving customers bad advice and
were implementing a new training plan.

Looks like not much has changed over the months.

Pity really because technically as an ISP they are quite good.