Been a member for 5 mins
It's not Plusnet that's the problem it's OpenReach and no matter which ISP you choose you'll still be dependent on them. In fact things have got so bad that they've had to introduce a special scheme to give faster installations for business. Have a read of http://www.thinkbroadband.com/news/5481-business-customers-may-be-able-to-jump-openreach-queue.html for an independent report.
PS If you re-read the original email you replied to you'll see at the bottom it says you can't reply by email!
Quote This situation arises from the delays Openreach has suffered due to weather over the summer and possible we suspect due to lots of staff working to try and keep the superfast broadband roll-out programme moving. The situation is such that many new telephone lines and broadband services are taking five weeks or more to install.
PS If you re-read the original email you replied to you'll see at the bottom it says you can't reply by email!
1. Plusnet have absolutely no control whatsoever of the spam detection or anti virus you run on your PC so they cannot rely on the emails being delivered.
2. People often set their senders email address to something other than their Plusnet email address. How are Plusnet supposed to associate an email with an account if that happens?
3. You just cannot rely on all 500,000 users putting the necessary quote or account reference - I'd bet at least a third would be problematic. The overheads of trying to track the correct account (or even just replying to ask for the information) would both put up costs and slow response times for everyone.
4. They have a perfectly good ticket system which provides full tracking of issues. In over 10 years I can't think of a single report where tickets got 'lost'. They may get overlooked or left untouched for a long time (but that could equally happen with an email) and with a ticket the proof is there that it was submitted.
5. People don't log in to the members centre every day which is why they send out emails. But to back that up in case it gets lost they also place copies of the emails in closed tickets.
2. People often set their senders email address to something other than their Plusnet email address. How are Plusnet supposed to associate an email with an account if that happens?
3. You just cannot rely on all 500,000 users putting the necessary quote or account reference - I'd bet at least a third would be problematic. The overheads of trying to track the correct account (or even just replying to ask for the information) would both put up costs and slow response times for everyone.
4. They have a perfectly good ticket system which provides full tracking of issues. In over 10 years I can't think of a single report where tickets got 'lost'. They may get overlooked or left untouched for a long time (but that could equally happen with an email) and with a ticket the proof is there that it was submitted.
5. People don't log in to the members centre every day which is why they send out emails. But to back that up in case it gets lost they also place copies of the emails in closed tickets.
Quote from: jelv 1. Plusnet have absolutely no control whatsoever of the spam detection or anti virus you run on your PC so they cannot rely on the emails being delivered.
"Any notice given by [...] email shall be deemed to be served on the day of transmission." - PN's Terms & Conditions.
"[...] emails can easily be lost, misdirected or even deleted [...]" - PN's automated message.
EDIT: As to support via e-mail, although I don't agree with all you say, which I think as overstated as my 'trivial', I think you may be right that there could be problems.
