Long story, but I have hand enough of the crap customer service at Pipex.
Really loved their broadband, but in my experience (3 connections, 3.5 years) their phone based customer service is not as good as it could be. Helpful people working within a hopeless infrastructure.
All I wanted to do in Sep/Oct was move house. Simple enough. Same building, but different floor (rented flat). Simple enough. Keep the same telephone number. This is where the problems begin.
Seems easy to me - cancel at the first address, and reorder on the same number at the second address. With me? Easy? HELL NO! It's the END OF THE WORLD!
Yesterday was the 5th time in three weeks (yes 5th time) that I have had to call Pipex, because their online system will not accept an order from me, because they have not completely cutoff the account at the previous address.
Yet again I was told, that it would be ok "this time" and that I am free to re-order. I explained the fact that I had been screwed around and that my patience was running out. I was trying to be one of their customers, and they were making extremely difficult for me!
To add insult to injury, every time I re-ordered on the same number their system would tell me "hey thanks for your order, we'll update you soon on the progress of your valued order, blah, blah". Never happened. As it turns out - their system will accept an order from just about anyone but will NOT tell them if the order has failed for the reasons that affected me.
I have a load of accepted orders, and nothing more. GRR!
Anyway - long story short. I took a look around the PlusNet site and spoke with them on the phone a few times to see what they were like. Called their tech support number and they answered very quickly. Website looked good, including their mountain of free member services.
Ordered a 2MB service from them, and have had loads of useful emails from them updating me on the status, etc. Looks like it may have been a reasonable decision.
Anyone else with Plusnet? Anyone else unhappy with the customer service of their provider?
Really loved their broadband, but in my experience (3 connections, 3.5 years) their phone based customer service is not as good as it could be. Helpful people working within a hopeless infrastructure.
All I wanted to do in Sep/Oct was move house. Simple enough. Same building, but different floor (rented flat). Simple enough. Keep the same telephone number. This is where the problems begin.
Seems easy to me - cancel at the first address, and reorder on the same number at the second address. With me? Easy? HELL NO! It's the END OF THE WORLD!
Yesterday was the 5th time in three weeks (yes 5th time) that I have had to call Pipex, because their online system will not accept an order from me, because they have not completely cutoff the account at the previous address.
Yet again I was told, that it would be ok "this time" and that I am free to re-order. I explained the fact that I had been screwed around and that my patience was running out. I was trying to be one of their customers, and they were making extremely difficult for me!
To add insult to injury, every time I re-ordered on the same number their system would tell me "hey thanks for your order, we'll update you soon on the progress of your valued order, blah, blah". Never happened. As it turns out - their system will accept an order from just about anyone but will NOT tell them if the order has failed for the reasons that affected me.
I have a load of accepted orders, and nothing more. GRR!
Anyway - long story short. I took a look around the PlusNet site and spoke with them on the phone a few times to see what they were like. Called their tech support number and they answered very quickly. Website looked good, including their mountain of free member services.
Ordered a 2MB service from them, and have had loads of useful emails from them updating me on the status, etc. Looks like it may have been a reasonable decision.
Anyone else with Plusnet? Anyone else unhappy with the customer service of their provider?