Plusnet get a new CEO - Andy Baker

[#1]

Quote from: Kelly

It was his first day yesterday. What do you guys see as his top 5 items?  I'll take them to him!

IPv6
Accountability for BTw/BTOR's problems
Pressure on BTw/BTOR when needed
IPv6
Updating the billing system so DD dates can be changed.

[#2]

I would like to see the realisation that keeping existing customers is as important as chasing new ones. I've recently had a difficult time trying to get a new retention offer and even now it is nowhere near as good as the offer for new customers.
Judging by the comments on different sections of the forum BTw or BTOR seem unaccountable to anyone and pressure on them is needed. This seems to be the major cause of problems for PN.
Hopefully the waiting time to answer calls will be brought down by the new centre in Leeds opening but if it doesn't then a rethink is called for.
An update of the billing system would be useful. Having just changed banks PN took 2 weeks longer than any other company to set up a new DD.

[#3]

I think the two biggest issues I would like to see addressed are
1 - call centre wait times/ticket wait times (which is being addressed)
2 - Supplier problems BTw/BTOR - both seem unaccountable for their mistakes and uncountable by the end user but PN staff seem slightly unwilling/hesitant to take issues further with them.

[#4]

I'd like to see him get involved with the forums - maybe a once a month time where he pops on and we can have a chat on a thread with him (like BE used to do).

[#5]

I like picbits idea or something along the lines where we can post questions and he will respond or provide responses to the questions.
Involvement from a CEO (whilst isn't necessary) in my experience is always good as it shows that he isn't above getting down & dirty with the customers so to say.
Obviously it doesn't mean open his door to every customer (he's clearly far to busy for that) but some kind of presence from him would make a big difference.

[#6]

I would like to PN getting to grips with BTOR, missed appointments etc. It pains me to read there customer service gets hammered because of something out of their control but realistically will any CEO make waves if he has ambitions to go back to BT in a few years?

[#7]

@kelly only one thing:Time he thinks of the existing customers rather than new ones who are paying more for the same service, who fund the adverts and monthly reductions for new customers.  So time that those of us that have been with you for years got the benefit of our repeat custom.

[#8]

Quote from: Kelly

It was his first day yesterday. What do you guys see as his top 5 items?  I'll take them to him!

I have just raised a ticket re dramatic drop in speed - response time 33 hours
Rung support and the wait time is 30 minutes.
I know that recruitment is in progress but suggest that these 2 should be top priority.

[#9]

Ticket response times have been awful for a long time and often have to look twice in amazement. Current ticket showed 44 hours response time! People will see this and then phone increasing load on customer service agents and wasting their own time searching and posting a ticket. Having an online chat facility option for ticketing would be a good idea which would stop the 'ticket-tag' you can get with a delayed messaging system which I have seen here and elsewhere.
On the Phone side, more advances in features to include Caller ID with line rental and dialled number barring for specific premium numbers for instance.
He will probably come and try to freshen the image of Plusnet which I feel is a little stale. Getting rid of the 'Yorkshire' advertising would be a start - cheesy and wouldn't entice me to join.

[#10]

What I would like to see is the infrastructure in place to handle the present customer base and new customers BEFORE running recruitment campaigns. Time and time again PlusNet falls behind in customer service because of the lack of forward thinking.
 

[#11]

I've got a meeting with him next week, that point of infrastructure is something I was going to bring up with him actually glloyd.
Kelly can go for mentioning everything else to him :D.

[#12]

I know I am new however, this what I encountered, and think it should be raised and can be prioritised as reasonably deemed fit
Please see What would cause TG582n to not connect with time server(s) (SOLVED) for in-depth info for at least 1 of the issues.
I originally phoned support and spoke to [mremoved] last night over the above issue, and he said he will send a new router

Quote

[removed] - CSC Analyst 7:43pm, Friday 13 Dec 2013 Dear , Thank you for your time on the phone to us today. As discussed, you called about the time on the router not being correct. I have arranged for a replacement router to be sent out as you require the time to be correct for the disconnection logs. We hope that this helps.

Thanks to the members helping, I discovered that it is a recognised issue with the Web Firewall being set to High
Can I propose that
1, Support staff are brought up to date and to ask if the Web Firewall has been set to high (save costs in sending routers, as not router at fault)
1a, Can you ask him to ask the firmware coders, if they will please set the time server to work via the High Firewall setting (as it makes it easier to locate issues in the logs)
My 2nd proposal as I always prefer to use OpenDnS servers
2 Can you ask him to ask the firmware coders, Will they please keep the default Thompson routers settings to allow end users to choose their preferred DNS Server(s) rather than having to telnet to make the changes
[Moderator's note by Jim (Oldjim): CSA name removed as per the forum rules.]

[#13]

@TORPC I don't think thats one for the CEO
If the captain's down in the engine room who's steering the ship 

[#14]

Quote from: TORPC

1a, Can you ask him to ask the firmware coders, if they will please set the time server to work via the High Firewall setting (as it makes it easier to locate issues in the logs)

Quite some time ago (years) an attempt was made to change the "High" setting Broadband Firefall rules to allow time-server responses through; however it did not work. A highlighted note (quoted below) was added to the Broadband Firewall Guide to cover this along with mentioning other applications the High setting is not compatible with.
[quote=http://www.plus.net/support/security/firewalls/broadbandfirewall.shtml#basic]Note: The 'High' setting will prevent the use of VPN software, Active FTP sessions and software which lets you to synchronise your computer's time using an external source. If you want to use these applications, switch to the 'Low' setting.

[#15]

Seeing the number of complaints here about the problem of reporting a phone fault - where the phone doesn't work
Introduce the ability to send a text which will trigger a rapid call back on the mobile - a number of us have PAYG phones and a long wait isn't possible
A little more complicated - create a special response system where a phone fault is reported so that the fault can be screened to identify the ones where there isn't a working phone line. These would then be moved to a dedicated pool for immediate action