Plusnet beats Talk Talk for complaints

[#1]

Looking Back with the help of Mr Google it appears the first mention of a new Billing system being needed was over 8 years ago ,,  so if it took 8 years to implement a new one it dont look good for the present one

[#2]

A number of customers wanted the ability to change the date of their Direct Debit, which wasn't possible under the old system.  I wonder how many of them would now rather have kept the old-fashioned but reliable/accurate billing system without the ability to change DD dates rather than suffer the ongoing problems that have persisted since last September.

[#3]

Of course I have no idea what the problems are with their billing system apart from that it isn't working.

But several of us have commented on, why haven't they gotten on top of refunds for the various overpayments. That surely doesn't need a brain surgeon / software genius to sort out. As said many times back in the day a secretary would have sat at her desk and plodded through it writing out the necessary cheques. Unless they are overwhelmed and have completely lost track of the mess they are in.

If that's the case they are just heading for a wall with "big fine" written on it picking up speed every day for the inevitable crash.

It would be nice to have a few more details and a proper service status post, but reading some of billing problems here I think plusnet are embarrassed and ashamed enough as it is. If they aren't they should be.

[#4]

We keep being told that Plusnet is working hard to resolve the issue.

Does this mean that the massed might of BT's IT specialists have been drafted in to sort it out or is it Fred, sitting on his own in a corner in front of his computer, flogging away for 60 hours a week trying to work out what has gone wrong?

If it was the former you would have thought that this had gone on long enough for a completely new and competent billing system to be introduced, suggesting that the latter is nearer the truth.  This could be the reason for the reluctance of Plusnet to give any detail as it could be commercially sensitive

[#5]

It’s likely to be neither and we would be foolish presuming that we know (can guess) where the issues are located or indeed that they are entirely related to the new software. Whatever our speculation does not lead to solutions.

Not sure that “BT’s massed might” would be helpful. I’ve worked with BT computer services and a hole in the head might have been more useful.

[#6]

Of course that is true but what most are concerned with is what plusnet are doing to minimise the effect of their errors and mistakes on their customers.

If that is taken care of then they can spin out of control all they want.

[#7]

With best will in the world PN will never divulge the number of customers affected , nor will they ever admit publicly there is a Problem

But withholding any information or updates they are shooting themselves in the foot

Even a Non IT person would easily realized by now they are unable or incapable of fixing it  , or they farmed out the billing to a out source , in which case they have no control just like the forum

[#8]

Well, I've been having billing issues for over 2 years now... I can't set up my debit card payment, and when I try to do so, I get "you can only update your details once every 48 hours" or something...

Now, even if I chose to forgive a technical issue of over 2 years duration:

1. Why, when the bill becomes overdue, do Plusnet choose to cut access to their website as a first step?
2. Given the widespread billing issues, why isn't Plusnet putting steps in place to mitigate the inconvenience?
3. 2 years? Seriously?

[#9]

Thanks for your post, @TMelly.

I've replied in more detail to your other post but thought it best to answer your questions below:

Why, when the bill becomes overdue, do Plusnet choose to cut access to their website as a first step?

       We don't - it's an ongoing issue related to http/https that we're currently working to resolve

Given the widespread billing issues, why isn't Plusnet putting steps in place to mitigate the inconvenience?

        As mentioned in my other response (which I realise you probably haven't seen yet) - I don't believe that your account issues are related to the ongoing issues as it started a year before we updated the billing engine.

2 years? Seriously?

       With any luck, now that it's been established that it's not a part of the ongoing issues you've read about, we should have this issue resolved for you ASAP

Please let me know if you need anything else at all.