Should Plusnet suspend all advertising?
When I started this poll it was just the support that was failing. But now it appears that the network has issues with high loading resulting in major crashes. In the last year customer numbers have grown by around 150,000 - about 25% - it's pretty obvious that they are growing faster than they can manage.
Quote from: jelv Recently the time to answer the phones has consistently been 30 minutes or more. The average response time to tickets is approaching 40 hours (the target is 24 - but the target was increased from 4 to 8 before being raised to 24 a year ago).
We see far more mistakes being reported on these forums (and I'm sure there's a lot more happening that we never hear about).
There's a new support centre opened in Leeds - but we are not seeing the benefits of that yet (and inevitably the new staff will be making more of the mistakes).
While this happens there will be more and more very unhappy users who will leave and tell all their friends about their bad experience.
Plusnet will probably respond that they have to grow to survive. That is rubbish. Any business can survive if their user numbers remain static. They can even improve their profits by getting smarter and reducing the costs of supporting their users. What doesn't make sense is doing business in such a way that there is a large increase in churn as new users take more support resources than long term users. And making more and more very cheap offers to attract users isn't the best long term strategy as the type of customers attracted by those deals will not likely to be loyal and will leave again as soon as they see a better offer.
So should Plusnet suspend the advertising until the support situation has improved?
The response time on tickets is much better (but are we seeing more duff responses as a result?), but what else has changed since January when I started this poll?
We've had a series of major network failures because apparently the bng's can't cope with the load.
We see far more failed installations.
They are getting even more aggressive with the advertising. We also see far better deals being routinely offered to existing customers. Is that because a lot of users are moving on? I bet a graph plotting the churn rate over the last few years would tell one hell of a story!
But incorrectly closed tickets can skew that figure and at the end of the day the customers not getting a good response won't care what that says 
The measure of a business is how well it acts when things go wrong.
So how would people rate the Plusnet response when OpenReach duff it? From what I've seen it can be ages before Plusnet even notice that it has failed.
Quote from: Anotherone How many of the failed installations are totally down to Openreach or bad communication is difficult to say, it appears most are due to Openreach.
So how would people rate the Plusnet response when OpenReach duff it? From what I've seen it can be ages before Plusnet even notice that it has failed.
OK - please post 10 links to recent posts where tickets have been closed incorrectly!
The only ones I can remember seeing recently are where it had been accidentally closed by the user!
The only ones I can remember seeing recently are where it had been accidentally closed by the user!
You said
To skew the numbers to any significant extent would require a large number to be incorrectly closed which I don't believe and you have no justification for assuming.
Quote from: Anotherone But incorrectly closed tickets can skew that figure and at the end of the day the customers not getting a good response won't care what that says