When logging onto my computer this evening I had a worrying e-mail that said that Plus Net Assist would be ending from 01/10/16. The message says that you can still speak to the tech department (with a link to do so) and there are useful videos on You Tube, but this is no good when you have problems with your broadband as I did for the first 5 weeks of service (from early March of this year), as these rely on an internet connection! Every week for the first 5 weeks the broadband, wi-fi or both stopped working. By having the assist tool, this was able to dignose and suggest ways of restoring service, that worked 100% of the time. It also meant I did not have to call the already stretched support services on the phone (incidentally, I was very nearly put off taking a contract with Plus net due to the amount of negative feedback relating to technical customer service on review sites, but one customer did suggest using the assist tool to avoid this problem). My broadband dropped out again a few weeks ago, again the assist tool solved the issue. I am worried that when this service ends, who knows how long problems will take to fix, or whether I should adopt the good old ICT mantra of switch off, wait 30 seconds and switch back on... Considering I was with BT before and Plus net are owned by BT, I don't see why my service should drop out as regularly as it did as I did not have the same amount of problems with BT and I was with them for 5 years.
But seriously, why remove a service that actually stops people calling you in the first instance, only to get frustrated because Plus net cannot be reached due to high call volumes taking advantage of the latest deal? I know that this platform certainly needs upgrading as it needed IE9 to work (had to remove a later version and re-install IE9) but surely it would be worth it customer satisfaction wise and to avoid getting more (irrate) phone calls.
