The Problem with PlusNet
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Feedback
- :
- Plusnet Feedback
- :
- The Problem with PlusNet
The Problem with PlusNet
13-07-2015 11:27 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm a business user and pay significantly more than domestic users for what is ostensibly the same copper ADSL as we wait for OpenReach to remove its thumb from its fundament on the rollout of optical fibre. However in terms of service from PlusNet we were generally happy with the support from the Help Desk. We had one bad incident about five years ago with a dumb support technician but that was quickly stomped on by us and PlusNet when we raised the issue. When we moved buildings some 184 miles we paid PN for an enhanced move and it worked like a treat. At the due time we plugged in our old router into the new line and it worked faultlessly first time and continues since then.
However the way PlusNet Management announced the service reductions to domestic users beggars belief. What a mess! Significant reductions in support hours, reductions in line speeds, elimination of VOIP, increased fees above the rate of inflation, under-resourced help desks with unacceptable delays in answering the calls. You removing diagnostic aids in a way which seems to us to are trying to hide problems. We see no clear plan for improvement.
For an organisation which markets itself as a high quality service you are going out of your way to alienate your existing customer base. The lack of genuine senior management response on this forum is symptomatic of the management failure. Rebuilding a reputation is very difficult.
Why aren't you making better use of the User Group?
I've spent a lifetime of sorting out poor IT/Telecoms customer services and infrastructure in very demanding commercial environments and it is sad to see your managers destroying a fine product. Being a constructive person, I challenge them to to pick up the phone and call me. I'll help them Pro-Bono, but they might need a thick skin and there will be some hard work.
Re: The Problem with PlusNet
13-07-2015 11:51 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: The Problem with PlusNet
13-07-2015 12:02 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: The Problem with PlusNet
13-07-2015 1:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Whilst I appreciate that some of the changes may seem negative, they are being implemented with the best intentions to try and improve the service and focus we offer. I'm not sure what diagnostic aids have been removed as the help pages are still there, we've recently added an online phone troubleshooter and the online broadband faults checker is still there, there are now also YouTube videos to get help which we didn't have previously.
I do appreciate the comments you've made and will ensure they are passed on, however the proof will be in the pudding and I sincerely hope that you see that the changes we are making are to try and improve.
Re: The Problem with PlusNet
13-07-2015 2:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Chris ... however the proof will be in the pudding ...
And it could be a humble pie.
Re: The Problem with PlusNet
13-07-2015 8:17 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
dick:quote
Re: The Problem with PlusNet
13-07-2015 8:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Yet the maximum speed i have had is 75mb now my speeds have been capped at 66mb according to the BTW Performance Test not that im getting even that speed so thats an 11mb drop in download speed from last week but because plusnet read that iam in line with the BTW Performance Test ip profile they do nothing about it.
Re: The Problem with PlusNet
14-07-2015 9:51 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Chris I'm not sure what diagnostic aids have been removed ................
Chris, you are joking, surely aren't you?
See my comments here, here and this one
Quote from: Anotherone The other dilemma is the putting up with the removal of information that would help in self diagnosis of problems and reporting the less urgent ones in a convenient and non-time-wasting manner (primarily to the customer but also to Plusnet staff).
Many of us regard all the stuff that's been removed, not only recently but some time ago, as removing ability to help identify or eliminate issues not only with our own connections but those with less technical ability whom we may be trying to assist on this forum or elsewhere. Never mind the ability to conveniently report any issue at our leisure via the ticket system.
The net consequence of this will just mean more phone calls to Plusnet to check or report such things.
I hope all these remarks are being fed back to those that made the decisions to remove helpful information.
It's quite obvious that tech staff and CRT were not even consulted about these things otherwise they would have been told about the decision.
Quote from: Chris Let me ask about this.
Re: The Problem with PlusNet
16-07-2015 8:57 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Chris Hi AlaricAdair,
...
I do appreciate the comments you've made and will ensure they are passed on, ..
Thanks for that. In respect of my challenge, I've had my phone re-checked in the past couple of days and it is accepting calls.... but it hasn't received the call.
Re: The Problem with PlusNet
19-07-2015 6:10 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: AlaricAdair I've spent a lifetime of sorting out poor IT/Telecoms customer services and infrastructure in very demanding commercial environments and it is sad to see your managers destroying a fine product. Being a constructive person, I challenge them to to pick up the phone and call me. I'll help them Pro-Bono, but they might need a thick skin and there will be some hard work.
I'll stand with you on that one... seems my recent email to CEOs of BT plc, BTOR and their COO/MD Service Delivery had had more reach / punch than the same to Andy Baker in respect of abysmal BTOR performance. There are clearly a lot of process issues requiring attention and resolution.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page