Plusnet Gaming Week 2014
Agreed,
I used to be on here way too much when my account was Staff.It got me into trouble a few times but I didn't care. I wanted to help customers. On many an occasion I would set up a router for customers to come and collect from me. I once went to an elderly couples house and fitted their router for them in my lunch break (ofcourse PN knew of this)
some of us went the extra mile but as you say there are now well over 900 more staff now that we had and it's just got worse. okay the customer numbers have gone up and that's true but I can remember figures of 240,000 and this was before South Africa came into the mix.
So we had (based on my unsure figure of 150 people in the building and that very un accurate EU figure) a ratio of 1600 customers to 1 staff member. but we still did good
It would be a very stressful place to work now if they still had the same 100 issues a day target. It was back then!
I used to be on here way too much when my account was Staff.It got me into trouble a few times but I didn't care. I wanted to help customers. On many an occasion I would set up a router for customers to come and collect from me. I once went to an elderly couples house and fitted their router for them in my lunch break (ofcourse PN knew of this)
some of us went the extra mile but as you say there are now well over 900 more staff now that we had and it's just got worse. okay the customer numbers have gone up and that's true but I can remember figures of 240,000 and this was before South Africa came into the mix.
So we had (based on my unsure figure of 150 people in the building and that very un accurate EU figure) a ratio of 1600 customers to 1 staff member. but we still did good
It would be a very stressful place to work now if they still had the same 100 issues a day target. It was back then!
Quote from: AndyH
Quote from: TORPC Not the only one, as there are quite a few references (if you care to look)
Quite a few? I could only see this one.
If it was a major system's issue, don't you think the forums would be inundated with unhappy customers being billed twice?
Quote from: TORPC I think what he means is the more effort would of been best put into fixing the areas that have gone downhill, that need urgent fixing
Since when does the gaming week mean less effort is being put into fixing areas? Do you expect all issues to be resolved within a week?
I take it you're also unhappy with their charity work when they could be putting 'more effort' into fixing the areas that have gone downhill?
You haven't looked very far then Try searching for "billed twice" & "been billed twice for line rental"
Here is a reply from Plusnet staff to the one I supplied earlier, which have admitted that a new system is comming soon
Quote from: MattyC Our billing system has been around longer than BT's ownership has!
That's why a new system will be coming in shortly to eradicate anomalies such as this
Matty
Knowing Plusnet (when will soon actually be, is anybody's guess), is it not ?
Oh!!! I forgot Plusnet can not & never does any wrong in your eyes
I have never once dished on their charity work, so please do not insinuate that I ever have or would
Quite the opposite as I think charity work is beneficial all round & also boosts staff moral, aswell as the moral for the charity they help @ any one time
You seem to have taken it all out of proportion & context
Therefore please provide reference & evidence to where the Gaming week is for charity & not recreational
Quote from: TORPC
Here is a reply from Plusnet staff to the one I supplied earlier, which have admitted that a new system is comming soon
Quote from: MattyC Our billing system has been around longer than BT's ownership has!
That's why a new system will be coming in shortly to eradicate anomalies such as this
Matty
Have things changed regarding time scales ? I have been repeatedly told that the new system was delayed from summer 2014 to summer 2015.
PN is this still the case?
Regards
Mike
The term 'shortly' is a wee bit open ended 
As Chris has mentioned, which I think clarifies very clearly that Gaming Week won't impact Support or the development of any projects/problems that are being worked on.
With regards to timesclaes, I'm not sure how much information we can give on these to be honest, you can be open and honest about a lot of things but when it comes to project work, that kind of information can sometimes be commercially sensitive which is often the reason we aren't likely to offer out dates/times of when projects are expected to completed or when a milestone has been hit. We're not in a position where we have to give timescales either, it's completely at our discretion, something that is important to remember. some might argue that spending time on the forums providing such updates could be time better spent working on the project/problem
The very nature of projects, in general, is that such, they don't always go to plan, this can sometimes cause delays for example. You'll be hard pushed to find many companies that publicly publish ETA's on projects they are working on, especially those that are within an industry that we are where margins can be tight, change isn't always a small thing.
I'm in agreement that our Support isn't where it should be, we all agree on that and work is continuing to improve this. I'm aware that you keep hearing that 'work is ongoing' but that's as much information as I can really give. Changes that we make could be internal process changes, staffing levels, shift patterns for our Support Team and many, many more, so changes that we make to try and improve service is something that is 'ongoing' - we'll try and remain as transparent as possible with things like this, but please appreciate, it's not always possible.
Feedback is always well received here by all Staff and comments that are made are recorded and fed back through to the relevant Teams/Departments, so although it may look as though we're not doing anything to improve the service or fix the problems you report to us, we do really work hard behind the scenes to try and make Plusnet an ISP you want it to be!
With regards to timesclaes, I'm not sure how much information we can give on these to be honest, you can be open and honest about a lot of things but when it comes to project work, that kind of information can sometimes be commercially sensitive which is often the reason we aren't likely to offer out dates/times of when projects are expected to completed or when a milestone has been hit. We're not in a position where we have to give timescales either, it's completely at our discretion, something that is important to remember. some might argue that spending time on the forums providing such updates could be time better spent working on the project/problem
The very nature of projects, in general, is that such, they don't always go to plan, this can sometimes cause delays for example. You'll be hard pushed to find many companies that publicly publish ETA's on projects they are working on, especially those that are within an industry that we are where margins can be tight, change isn't always a small thing.
I'm in agreement that our Support isn't where it should be, we all agree on that and work is continuing to improve this. I'm aware that you keep hearing that 'work is ongoing' but that's as much information as I can really give. Changes that we make could be internal process changes, staffing levels, shift patterns for our Support Team and many, many more, so changes that we make to try and improve service is something that is 'ongoing' - we'll try and remain as transparent as possible with things like this, but please appreciate, it's not always possible.
Feedback is always well received here by all Staff and comments that are made are recorded and fed back through to the relevant Teams/Departments, so although it may look as though we're not doing anything to improve the service or fix the problems you report to us, we do really work hard behind the scenes to try and make Plusnet an ISP you want it to be!