Plusnet and me (PlusNet)

Member Name: Jakkals

Product:	PlusNet
Date:	03/11/09 (84 review reads)
Rating:

Advantages: Entertainment

Disadvantages: Frustration!!

Welcome to our Live Chat service. A member of our sales team will be with you shortly.
You're now chatting to Katie.
Katie: Hi, my name is Katie, I'm here to help you with your Plusnet order.
You: I didn't get very far with the previous session in which the session was closed while I was in the middle of asking a further question. Here is a transcripe of that session for you to review and, I hope, to provide answers -
"Welcome to our Live Chat service. A member of our sales team will be with you shortly. You're now chatting to Jessie. Jessie: Hi, my name is Jessie, I'm here to help you with your Plusnet order. Jessie: Can I please have your telephone number and postcode to check broadband availability?
You: Hi. Moving soon to a flat that I think has a BT landline and would like to get a Plusnet Value plan set up asap after I move. How long after I place the order will it take to have the system operating?[Postcode] -- I already checked. Don't have a landline number at the new address.
Jessie: To get a new line set up for your home you will need to call us on 0845 1400 200, as I don't have access to phone line facilities. Jessie: Thank you
You: Bad start to the interaction when I have to pay (on 0845) to become a customer. The exchange involved is [London ares], my current home number is XXX XXXX XXXX, but that won't be the line at the new flat.
Jessie: That why I said you to call the above number , you need bt line to get plus net broadband
You: If I have a BT line but no phone, what do the people at your 0845 number need to know that I can't tell you online? And how long after placing the order will it take to have the phone and broadband internet access working?
Jessie: You need phone number to place the order for the broadband Jessie: If you order this now you will get in 7 to 10 working days
You: Does that mean the phone number of the previous tenant at the falt I'm moving to?
Jessie: Do you know the number of that address , where you want to take the connection
You: No, but if that's what I need I'll try to find out. I assume that I won't have the same number as the previous tenant when I sign up for broadband and phone service -- is that right?
Jessie: Yes that right , You: Can I order if I get the number even if the number is no longer in service? The previous tenant has returned to live in Belgium.
Jessie: Yes you can order with that , plus net will give the call to confirm the order and set every thing for you
You: They can't call the previous tenant's number if it's no longer in service, so I assume you mean that they'll call me on my current number. Correct? And (again) how long will it take
Jessie: Yes they will call you on your mobile number Jessie: If you order this with me now you will get in 7 to 10 working days
You: Ouch! I'd hoped it would be quicker. I would order now if I could, but I'll have to e-mail the estate agent to see if I can get the previous tenant's phone number for you. What happens if no one has the number?
Jessie: Then call the above number
You: !!! And what will they need to know? You: Hello? Still there?
Jessie: Call the above number You: Why? This is not very helpful.
Jessie: If you have phone number then I can help you to place the order Jessie: If you want our service then you need bt phone number is that ok now for you
Your Chat session has been closed.
[Contacted them again]
Katie: How may I assist you?
You: Please answer the questions I asked earlier: particularly,what info do I need on the new flat if I don't know the phone number that the previous tenant had, and why can't I provide it online rather than paying for a call to your 0845 number?
Katie: Basically you need an active phone line first
Katie: If you don't know the number etc then you can either contact BT or Plusnet
Katie: If you contact us, it will be cheaper
Katie: There may be a charge of up to £50 to £70 pounds to install a new line or get an existing one reconnected, if there is this charge we will call you back to let you know before adding it to your order.
Katie: To get a new line set up for your home you will need to call us on 0845 1400 200, as I don't have access to phone line facilities.
You: I need a phone line to get a phone line? I have one at present, but not at the address I want service.(XXX XXXX XXXX). What info will they need at your 0845 number? And why can't I supply it online?
Katie: This cannot be done online as there is no online service to do it on
Katie: If you would like to get broadband, you need an active phone line
Katie: Again, either contact BT or Plusnet
Katie: There may be a charge of up to £50 to £70 pounds
Katie: If you wish to contact Plusnet, call 0845 1400 200
Katie: You'll need your home's details and bank details for payment
You: There is a line at the flat and I want to get Plusnet PHONE SERVICE as well as broadband. I understand the line is BT's but I want phone service from Plusnet. Help!!!!
Katie: Great
Katie: So to do that please call 0845 1400 200
Katie: There is no other way I can explain this to you, if you wish to get our phone service, call the above number please and thank you
You: Aaaah!
Katie: Is there anything else I can help you with today?
You: Yes, mental health counseling.
Katie: Unfortunately I'm not qualified sorry. I know it's not the best route, but there is no way to organise this online. If there was I would most certainty help you
You: Well, thanks anyway,
Katie: Thank you for chatting with me today. We value your feedback. Please click the "Close" button at the top right to answer a few questions about your experience with us today.

Summary: Help offend customers even before they sign up