Feedback to PN re changes lets fill the thread. PN Mangaement this is for you!

[#1]

Quote from: rongtw

90% of PN reply's are by Mathew Wheeler , so where have all the new staff gone ??

All busy responding to complaint tickets - leaving no one to fix the causes for complaint.

[#2]

The service has deteriorated as follows...
1) Horrendous wait times when calling customer service.
2) Peak time slowdowns.
3) PN Staff presence on forum is greatly diminished.
4) Ticket system changes resulting in poorer support.
5) Reduction in telephone support hours.
6) PN errors and Openreach errors making for horrendous installation problems and delays.
All 6 for me and I have been a proud Plus net supporter for years.  So much so in fact that through my referrals Plus Net pay me each month.  i didn't refer people for the money, I genuinely referred people because they are my friends and I wanted them to get the best service there was out there.  Its not like that anymore and I would struggle to recommend it to my old PE teacher (don't like him lol).

[#3]

Quote from: Mayfly

I think it's telling there has been no thread started in 'Announcements' seeing as have done so other years when bringing in price hikes.

I could be wrong but I think I remember such announcements being made 'a bit late in the day' on previous occasions (usually whenever there's a 'well above inflation' increase involved).

[#4]

well i have just received the Email from PN but am a bit confused with the first statements
Hello Ronald,
We're really proud our customers are so happy with Plusnet that we lead the market when it comes to customer satisfaction* - and we want to make sure that you keep on getting this award-winning service. We're continuing to invest in our services and we now have even more people, all based in the UK, to provide support online or on the phone.
market lead of customer satisfaction
Invest in our services ,,,, what !! they cut support hours 
Even More People to provide support ??  no they just move them from nights to days
it also says we've continued to invest in our network and this year alone have doubled our capacity.  no they doubled the customers via silly cash back offers  or free BB and had to increase their network .
also if you read posts here the network is sort of congested and full of problems , especially on the BNG,s 

[#5]

Quote from: Hairy

People who have been LOYAL customers for many years are now looking at leaving, churn is something NO business wants.

They do not want it, but it is a factor they have to accept and so build this into their business model.

[#6]

Quote from: Townman

Where PlusNet is heading is pure speculation, what we can be sure about are the negative changes in perceived service delivery, which have been widely commented on around here but not accepted as being issues. Adding to the initial 3...

I think you've just about nailed it Townman. It's turning cheap and nasty.  As the tagline goes in an old TV Show, "Never mind the quality. Feel the width."

[#7]

I'm getting the same uneasy feeling as I did just before BE were sold to Sky.

[#8]

churn is not the best outcome for a business, but they will accept it if there is enough inbound business to replace whats been lost.
Effectively marketing that works well then allows quality control expenditure to drop as new customers are on long term contracts and will replace any older customers leaving.
Of course with plusnet's business model of throwing money at new customers, its debatable of the long term merit of the plan but they seem happy to do this.

[#9]

Can I add that they are the only ISP in the UK who subsidize their market 2 & 3 customers by ripping off their market 1 customers.

[#10]

Quote from: DomS

I'm getting the same uneasy feeling as I did just before BE were sold to Sky.

This looks good for me, in a yucky sort of way.
I've got a BT phoneline - no Plusnet rubbish.
I've also got some BT shares - I wonder what the value of the Plusnet brand is?
Could mean some cash. 

[#11]

Quote from: wisty

Can I add that they are the only ISP in the UK who subsidize their market 2 & 3 customers by ripping off their market 1 customers.

you do realise any isp that charges the same for all 3 markets (most isps) actually are subsidising market 1 customers right?  The reason there is a market 1 is the cost to bring those customers online is way higher than market 3.

[#12]

Openreach lists FTTC prices that are the same for all areas. The BTWholesale WBC price spreadsheet for 21CN ADSL2+ and FTTC is also pretty much the same prices for all areas. It seems to be only the 20CN wholesale prices that are higher outside of the low cost areas. I think it's only Plusnet that have higher FTTC prices outside of the low cost areas, probably Plusnet can get away with it because they think their customers are used to it, and in those areas the FTTC rollout has probably been subsidised by the taxpayer.

[#13]

Quote from: vilefoxdemonofdoom

This looks good for me, in a yucky sort of way. I've got a BT phoneline - no Plusnet rubbish. I've also got some BT shares - I wonder what the value of the Plusnet brand is? Could mean some cash.

Not that you are likely to see any of that value, all the shares being in the hands of BT Group, that is unless Plusnet is hived off with a public offer of shares. Dream on though, as they could use a placing.
As to worth, at latest balance sheet date, just under £41 million.
[Moderator's note by Dick (Strat) Quote tags and URL fixed.