In the escalation, of Anoyed / Upset customers, what proposals would you ask PN

[#1]

Another here generally happy with PN - No problems for ~ 2 years (and that was a BT Openretch cck up) - only queueing for ~ 2 minutes yesterday when ringing re negotiating a new deal to compete with Sky's latest offer.
We shouldn't underestimate how good this forum is, both in terms of how helpful/knowledgeable most posters are,and how valuable it is,having the DC team input.

[#2]

Well, lets keep this constructive.
How about making a poll or something similar of the things you'd either like to see or things you'd like to see improving/fixing?

[#3]

Excellent idea Chris - well volunteered
Seriously though, I don't think a pill would work too well, as problems tend to be specific rather than generic..and fitting a problem into a box would create more questions and angst. I may be wrong, but on a look through the feedback  there are many similar problems, but different variations. And to lump all billing problems under "billing" would be nigh impossible.
My personal gripe is the fact that new customers get better deals than the loyal ones do when it comes to renewals. This means it pays to continually jump ship. Each time you go back  creating more work and getting a new router, and overloading the system further.
My contract was up a couple of months ago, I just haven't bothered doing anything yet- but I will.

[#4]

Oops...re my previous post : perhaps a pill would work! There's an idea..PN supply free "chill-pills" for forum members 
I left it in rather than edit, just for the hell of it! 🙂

[#5]

Quote from: doris

My personal gripe is the fact that new customers get better deals than the loyal ones do when it comes to renewals. This means it pays to continually jump ship. Each time you go back  creating more work and getting a new router, and overloading the system further.

I've been a customer since June 2011, when I moved house last year - I got 9 months unlimited broadband for £4.99 (I don't believe they had an offer running at the time either for new customers).
I've also secured a very good deal on my Fibre upgrade which I'd say is better than the offer they give to new customers! I called them last week and selected the wrong option and ended up in the support queue and only waited about 90 seconds and got through to someone who was polite and transferred me to customer options.
I run a support department myself, I know all too well that unhappy customers are the most vocal! for every unhappy customer that posts here or on social media there is probably 3 or 4 who find the service is excellent.

[#6]

Ahh the good old chill pill - what a great idea!
Okay, well fair deals aside, is there anything else?

[#7]

Quote from: doris

My personal gripe is the fact that new customers get better deals than the loyal ones do when it comes to renewals. This means it pays to continually jump ship. Each time you go back  creating more work and getting a new router, and overloading the system further. My contract was up a couple of months ago, I just haven't bothered doing anything yet- but I will.

When i contacted COT, i got a much much better deal! than what a new customers can get ( and I am in market 1) , in return for a 24 month contract, which i was happy with.

Quote from: Chris

Well, lets keep this constructive. How about making a poll or something similar of the things you'd either like to see or things you'd like to see improving/fixing?

Wait times, billing and referrals 
Kind Regards
Mike

[#8]

Likewise, I held off contacting COT as I knew Fibre was just around the corner for me,  As soon as the BT Wholesale checker said I could get fibre I called in, armed with the latest "new customers" deal (which was very good), but I got offered an even better deal, with me not needing to negotiate or threaten to leave.
Phil

[#9]

Just my musings .....
I'd like to see an automatic loyalty discount applied to my account every year - maybe 5% discount after the first year, 10% second, 15% for third etc and capped at 25% for example.
I'd also like to see some kind of callback scheme so you "book" a callback online at a certain time (i.e. between 2pm and 3pm) - that way, people who have to call from work can ask for a callback when they are on lunch or break etc. It could also get around the problems of customers who can't call because their line is down but can get online to book the callback on their mobile.
Better ticket response times and also where a member of staff takes an issue on personally, a second member of staff should also be assigned the task as a backup - if the first member of staff is off for a few days, the customer shouldn't be left wondering what is happening.
An online Q&A with the MD every 3 or 6 months on the forum  - this happened on BE and was quite successful.
More visibility of the 0114 numbers for support for the customers who don't know about them and could call them from their mobiles with their inclusive minutes.
The option of better routers than the 582n  for new customers.
Generally though I'm more than happy with the service I get from Plusnet and have no plans to leave anytime soon

[#10]

isn't the 03 number included in the mobile included minutes

[#11]

http://www.area-codes.org.uk/03.php

Quote

All '03 numbers' work in the same way and calls to them are charged at the same rate as calls to regular landline numbers starting '01' or '02'. The following features apply to all numbers starting with 03:     * By law, must be charged at the same rate as normal '01' or '02' landlines     * Included in calling packages on the same terms as normal landlines ...

Also note, some mobile operators actually provide free calls to 0800

[#12]

I'd ask (this seems a very appropriate place - not so much proposals but feedback from Plusnet would be useful), how's the staffing and training at the new call centre (Leeds):
* Is this still ongoing?
* Are more staff still being recruited and trained?
* Will call waiting and ticket response times be (further) reduced (and what's the target compared to current average)?

[#13]

I will tell you one way for the ticket/call times to be reduced
Get BT Openreach sorted properly

[#14]

Quote

I'd like to see an automatic loyalty discount applied to my account every year - maybe 5% discount after the first year, 10% second,

Oh no, that means that I now owe Plusnet money as I received more than that only 3 weeks ago!
I wish I could find something that I want changing but from my own experience I really have received a perfect service, whether by telephone, internet or this invaluable forum. More importantly, so has my mother in law!!

[#15]

Quote from: Chris

How about making a poll or something similar of the things you'd either like to see or things you'd like to see improving/fixing?

Chris,
I do not want to sound like a negative voice, but we've been here before and seen no output from the process.  Some now many months ago we were asked what we thought should be the new CEO's (Andy's) top five priorities for improving the service.  Lots of relevant ideas were submitted.  There have been various reports of planned meetings / submissions to him, but no outputs.
When asked for updates, we've been told that DCT members have been too busy to progress matters.
When asked if Andy will come and respond to forum members, the reply was (in effect) that interacting with users is beneath him, that's DCT's role (one which I think they do exceedingly well).
Many of the issues raised / known are expected to be fixed by strategic developments such as the new provisioning system and the new user portal.  The provisioning system is at least 3 months passed its due date.  No apparent action has been taken on tactical solutions (proactive inspection and action lists) to address reoccurring issues - for example non-progress of orders, no-show engineers, manual order errors (uncapped US).
Frankly until such time as the CEO makes clear that he is going to deliver improvement, wherever it is needed, regardless of it impacting his BT masters, contributing further to polls or lists is I feel futile.  Frankly from what has (not) been seen (heard) of him, it is difficult to know if he really is here help DCT deliver the business or is he just biding his time in another BT division as a step up his BT corporate career?  He is "Mr Invisible", it is a truly scary thought that someone has suggested he should be replaced by the CEO of talk talk.  Any member of the DCT would do a better job.
PN is far from being all bad as some around here would have us all believe, but there is much room for improvement on a number of already identified reoccurring issues.  We know what they are, DCT knows what they are and I hope by now Andy knows what they are.  The only thing none of us know is what is he doing, not planning to do but actually doing NOW, to make the day to day experience of his customers better, whilst avoiding the necessity for the small DCT group to be working silly hours AND delving into these forums on their days off to assist users.
Thanks to the DCT the PlusNET ship is not sinking, but due to an invisible captain it appears directionless, being tossed and turned on the turbulent BTOR sea made worse by the BTw storms.  Until planned strategic projects actually deliver results, there needs to be a radical tactical plan - a bigger DCT operating 365 days a year - proactive hot-spot monitoring / remedial action - and more visible leadership.  In the meantime, the DCT remains the thin blue line between success and failure.
Kevin