I haven't closed my PlusNet account(s), but I have just signed up with another ISP for a leased line in my office and also an additional FastBroadband (FTTC) in my home. The underlying reason for the decision not to use PN for this expansion is the Customer Service Issue. While the existing ADSL service has been fairly reliable I am unhappy with the perceived reduction in quality of Customer Services. Having to wait on a phone while PN gets around to picking up the phone is just not acceptable. The message is that PN continues to believe that customers wasting their lives is acceptable. The handling of the DNS outage was the final straw, sure technicians have to be given time to fix the problems, but management support and appropriate crisis escalation should be apparent to the customers. Cutting domestic support availability, eliminating online fault reporting etc etc says to me that BT are just sweating their assets.
Note the ISP I've chosen doesn't have special offers to hook new business. No half price deal, just the full price from day one. However I'm confident with the new ISP that if mistakes occur the customer support will answer the phone promptly and know what they are doing.
Now Zen, but a +Net residue.
