Should Plusnet suspend all advertising?

[#1]

There is a search function on this page: http://usertools.plus.net/status/archive/
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There's nothing wrong with the provision of broadband capacity.

Quote

We're activating this extra capacity in line with the current budget, customers' usage habits and our projected growth in customer numbers.

If only they'd been as pro-active with forecasting the support requirements - which is the point of this topic/poll!

[#2]

Maybe continue advertising but publish the average  time taken to answer calls and average call queue length for the day previous to their advert broadcast.
If their service is as good as they advertise PN would have nothing to hide? 

[#3]

Went with yes but with oldjim proposal if that was an option.

[#4]

Do PN have any kind of proper weekend support? I must have read half a dozen threads today where people are having issues that clearly need referral to BTw/OpenReach. Yet it seems like nothing gets done until Monday - adding to the already heavy workloads?

[#5]

No not on the forums, Monday to Friday only.
Kind Regards
Mike

[#6]

It does seem rather peculiar that a service with customers that are mostly residential, has a customer service department which is only full operational during normal office hours, precisely when the majority of account owners are themselves at work and not in a position to wait on the phone for an hour or more, and away from their equipment for troubleshooting.

[#7]

What is worrying is that some of the users raising issues on the forum, first notified PN 3-5 days ago and have not had updates to their tickets (or asked for further info which has already been provided). Some of them are clearly faults than need to be raised with BTw - I just don't get why that cannot be done over the weekend.

[#8]

Agree with Oldjim's line.  Two paragraphs from another thread -
I have been with Plusnet for nine and a half years and until the advent of FTTC and the big marketing drive resulting in more queries and complaints than they can handle, I have been happy to recommend them.  Following my experiences of the last five months I would no longer recommend them.
It has been very evident throughout my recent FTTC problems that Plusnet support and complaints staff have been so over-burdened with the recent faults and complaints workload that it is unlikely that the issue has received the necessary amount of sufficiently skilled and committed input from Plusnet.
Plusnet management do appear to have let down a significant proportion of their customers and their support staff.

[#9]

I don't think suspending advertising is the answer - that is just burying your head in the sand. For me the two main points to address are;

•   Really good offers advertised 'to new customers only'
  I have been a customer for several years - it's my money that subsidises these offers, and I'm excluded?

.

•   Response to tickets can easily be addressed by having someone dedicated to provide a first response to a ticket, and allocate the 'tickets' to other customer service operatives.
  It is the slow, primary, response that annoys people.  If you have a problem, merely knowing that someone is taking an interest can take the sting out of the situation.

I haven't voted, if the vote were rephrased then yes I would.  Generally PN are good, with a little extra consideration they could be GREAT.

[#10]

old customers win in some areas, eg. new customrs get a worse voice deal than older customers, no inclusive weekend calls on line rental saver is an example.
also it seems the cashback deals are a lottery, at the mercy of quidco if they decide to be honourable or not.
dick:quote

[#11]

I,like many others I should imagine,only have a landline so I can have internet to the house. I'm nit sur how much,or little, we spend on actual calls each week but it must be pennies.
This is my pet bugbear. I would live the option of having internet without the  phone line rental. I would then upgrade to fibre,but can't justify the extra cost whilst I pay £14 for something I don't use. So the argument that long time subscribers get a better deal on phone lines is rather obsolete.

[#12]

Wrong  place

[#13]

Totally agree. Attracting new customers with promises of better customer support than their competitors when they are aware they cannot deliver is little short of dishonest. Doubt I will migrate to another provider - no point is there? The one is as bad as the other; unfortunately that statement now includes plusnet. Must be a nightmare for their staff.

[#14]

Quote from: I

No not on the forums, Monday to Friday only. Kind Regards Mike

Quote from: purleigh

It does seem rather peculiar that a service with customers that are mostly residential, has a customer service department which is only full operational during normal office hours, precisely when the majority of account owners are themselves at work and not in a position to wait on the phone for an hour or more, and away from their equipment for troubleshooting.

Seems to be that tickets are only answered Mon-Fri also. Not very handy when they take nearly 48 hours to get back to you.

[#15]

I somewhat under the illusion ordered +net fibre and phone with  a new instalation of 29th of jan if this ongoing shitty speeds etc carries on i will be allowed to leave?  if so will i keep my quidco etc?