| Quote from: Matt |
I suspect it's just something we're going to have to take note of and inform customers about.
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It cannot be difficult as part of the product change confirmation to add a prominent message informing the customer that the internet firewall has been turned off and will need to be reset. This shouldn't take years and should have been done when the issue was first reported years ago. (I still cannot believe that huge resources are required to fix the actual problem).
Customers are being put at additional risk because they believe that they have a security feature that they do not in fact have. Also turning off the PN firewall is permitting unwanted traffic down the line which counts against any monthly allowance. This is probably less of an issue than it once was because many of us are on Unlimited products , but for those who are not the additional traffic could make the difference between having to make additional paymants for traffic and not. So Plusnet has been profiting by not fixing the problem.
Who makes the decision simply not to do anything about a reported issue? Are the support staff that raise them not informed and given the chance to challenge the decision or report back to customers? As things stand (almost) everyone keeps quiet because they think that something is being done when in fact it is not. This is bad policy as who knows how many other things are quietly forgotten. (I recall in the distant past a promise from Plusnet to implement encrypted emails by a specified time which later became something that there were no plans whatever to implement).
