PlusNet Community Website

Each year, we publish what we plan to do over the course of the year. You can see what we set out to do last year in our Plans for 2007 post and what we actually did in our update. We might have bitten off more than we could chew…

Here is a quick review of last year and a view of our plans for the next 12 months. So read on to find out what’s coming up More…

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A few weeks ago Ashley Highfield, former Director of Future Media & Technology at the BBC, posted an article called the “Hidden Costs” of Watching TV Online. It makes for an interesting read and is a good starting point for having a debate on this topic. Ashley raised 19 potential ‘actions’ although stressed that these weren’t necessarily his opinion. More…

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Good news today came in the form of a BBC news article covering the results from the recent customer satisfaction survey carried out by consumer comparison site Broadband Choices.

The survey of 4,000 broadband households, conducted by independent research and consulting agency YouGov, asked consumers to rate their ISP against various criteria including quality and reliability, download time, clarity of billing and pricing, after sales support, value for money and speed of service activation.

PlusNet topped the table with a massive *79%* of PlusNet customers that were surveyed saying they were satisfied with their broadband service across *all six categories*.

More…

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Back in November I published an article about a new and improved VoIP service PlusNet were offering in conjunction with the well respected Internet solution provider Gradwell.

Since then, take up has been healthy and we now have almost 600 customers on the new beta platform. Over recent months we’ve been working to enhance the functionality we’re able to provide to our trialists and the first of these enhancements comes in the flavour of fring™
More…

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Browsing ThinkBroadband the other day we noticed this particular article about business broadband, which highlights the reliance on broadband for businesses and the potential pitfalls of choosing a provider because it’s cheap. Picking a cheap business broadband provider often means you forfeit something, whether that’s the product itself or the support offered when things go wrong.

Of course, if price is not important many businesses will go for a leased line (with a guaranteed uptime) and numerous back up solutions. However for most businesses this is way above the price threshold, and should not be required for most with a little preparation and a good business broadband solution.

Here at PlusNet we have been working on our business broadband products for a while now, to make sure we offer the best value for all our business customers. We’re not the cheapest business broadband provider, but we feel we offer an excellent all round product at a reasonable price.

We have a dedicated Business Support Team setup to deal with all queries from business customers, including faults and account management as well as technical support. Calls are typically answered within 30 seconds, and tickets are prioritised across departments to ensure that any issues affecting business customers are resolved as soon as possible.

A major concern for many customers is faults, and this is one area in which we aim to out-perform other providers. We perform rigorous diagnostic checks when customers raise faults, often reducing the time taken to resolve as we can often diagnose issues which would have been raised to BT Wholesale otherwise. In addition all our customers get free dial up access whenever a fault is raised, which whilst not being as fast as broadband at least means imperative online tasks can be dealt with.

We are looking to offer enhanced care to business customers within the next few weeks, which will halve the BT Wholesale response times for customers who choose this option.

There are other things planned to further improve service for business customers over the coming months including centralised billing (through our Partner programme), a business product refresh, further faults enhancements, and business Phone services.

Keep visiting the Community site, or our Business User forums for more information on upcoming improvements.

Regards,
Mand

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