topic Re: Migration out - MAC Process in Plusnet Feedback

Migration out - MAC Process

Wheel_nut — Mon, 21 Feb 2011 00:32:43 GMT

This Forum solicits customer opinion on what PlusNet does well and what it does badly.

PlusNet will take any communication from a customer by Phone or by Ticket (or even by posting to this Forum) GOOD

EXCEPT a Communication from a customer wanting a MAC to migrate to another provider. BAD
You insist on either:
- a Phone Call to a specific Number which has a permanent wait of >20 minutes and works only 09:00 - 17:30 Weekdays BAD
- or Snail Mail - Incomprehensible for a e-service company BAD

Once you agree to provide a MAC, you raise a Ticket and put it on Hold until the Fifth Working day following. (The limit allowed by OFCOM) - Incomprehensible unless its purpose is to extend revenue by 5 days. BAD

On the Fifth day, you press the button and update the Ticket with the MAC. BAD

So, PlusNet, What are you going to do about this? - WHAT?

Re: Migration out - MAC Process

pierre_pierre — Mon, 21 Feb 2011 07:31:41 GMT

they will get a bunch of newcommers to take part in the ISPA 2011 trial

Re: Migration out - MAC Process

Mand — Mon, 21 Feb 2011 09:26:45 GMT

Hi there,
Just to clarify one point, we don't put the ticket on hold and then manually press a button to add the MAC, this is an automated process, and requests the MAC on the 4th day if we haven't been able to offer the customer a reason to stay with us.
The method for requesting cancellation/migration has been discussed extensively on this forum over the last few months, I don't think there's anything new I can add to that.

Re: Migration out - MAC Process

ITWorks — Mon, 21 Feb 2011 10:10:46 GMT

Apart from PN make it difficult for people who work normal hours, by only having the CO available at that time when most people are unable to ring.
Or you can use the post which is this country is slow and unreliable.
Suggestion, why not extend the opening hours of CO, so people are able to call when they get in from work, even if it is just one night a week.
Is it free to call CO, if ringing from a PN home phone?
Regards
Mike

Re: Migration out - MAC Process

pierre_pierre — Mon, 21 Feb 2011 10:43:57 GMT

I believe it is, I am on a legacy 240 mins free 24/7 and only get 0870, not 0845, but my 0845 to PN are free and dont come out of the 240

Re: Migration out - MAC Process

Wheel_nut — Mon, 21 Feb 2011 18:32:32 GMT

Quote from: Mand
......
Just to clarify one point, we don't put the ticket on hold and then manually press a button to add the MAC, this is an automated process, and requests the MAC on the 4th day if we haven't been able to offer the customer a reason to stay with us.

Hi Mand,
me shouts "Oh Yes You Do" and runs away and hides!
See my highlights in Blue. I make that 6 days that it was put on hold. It matters little to this customer whether it was implemented manually or blamed on the big bad system.
Question #39938389 - Your Feedback
< Back
Bxx Dxxxxxx - Sales & COT Analyst
5:06pm, Wednesday 16 Feb 2011
Your Help Assistant Question is now being placed on hold. The next action on your Question will be 22-02-2011.
Regards,
Customer Support
Bxx Dxxxxxx - Sales & COT Analyst
5:06pm, Wednesday 16 Feb 2011
Your offer details are below:
Customer didn't want a deal at this time
Bxx Dxxxxxx - Sales & COT Analyst
5:06pm, Wednesday 16 Feb 2011
Dear Mr Xxxxx XXxxxx,
I am now forwarding this ticket to the correct department so that the order for you MAC key can be placed.
You will recieve your MAC key within 5 working days and it will be attached to this ticket, please don't hesitate to contact us again if you have any questions regarding your account
Script User - Automated Script Pool
1:16am, Monday 21 Feb 2011
The Question 39938389 has been released from hold and sent back to Cancellation - Mac
Dear Xxxxx XXxxxx,
Here is your MAC Key that you can use to migrate your broadband from Plusnet to another provider if you wish:

Quote
The method for requesting cancellation/migration has been discussed extensively on this forum over the last few months, I don't think there's anything new I can add to that.

It may have been discussed ad-nauseum but we have never been given a plausible reason for PlusNet's behaviour. Under these circumstances, it is quite reasonable for me to contimue to speculate.

Re: Migration out - MAC Process

jelv — Mon, 21 Feb 2011 21:19:51 GMT

Quote from: Mand
Just to clarify one point, we don't put the ticket on hold and then manually press a button to add the MAC, this is an automated process, and requests the MAC on the 4th day if we haven't been able to offer the customer a reason to stay with us.

If on day 1 it is absolutely clear that there is nothing whatsoever that Plusnet can do the dissuade the user from leaving why you you leave it until the 4th day to request the MAC?

Re: Migration out - MAC Process

backtogeek — Sat, 26 Feb 2011 13:58:10 GMT

This just is not what I wanted to read....... sigh
Well after finding that everything else with plusnet is like brushing your teeth with steel wool (Mainly BT's Fault) now I find that I am going to have a nighmare getting my MAC code too.... joy!
I am very interested to see the reponce to Jelv's question.
And please also clarify is the "automated proccess" and internal plusnet one? if so then it can be taken out of the "computer says wait" queue at any time and the "automated" element to the arugment is null and under the vale of proccess when its actual root is in delay.

Re: Migration out - MAC Process

shutter — Sat, 26 Feb 2011 15:25:09 GMT

Quote from: Mand
Hi there,
Just to clarify one point, we don't put the ticket on hold and then manually press a button to add the MAC, this is an automated process, and requests the MAC on the 4th day if we haven't been able to offer the customer a reason to stay with us.
The method for requesting cancellation/migration has been discussed extensively on this forum over the last few months, I don't think there's anything new I can add to that.

Mand......
Surely, when a customer asks to leave, you should deal with it IMMEDIATELY, not let them stew for four days, while you try and con vince them they will be better off staying with the company they are so disatisfied with that they have asked for a MAC ....
I suspect most people who have asked for their MAC, have already had enough of the poor customer service, delays on tickets, and unbelievable "we are getting there, just give us a bit more time" excuses...
I find it rather disgusting that you should actually admit on the forum that a request for a MAC is put on an automated system and has to wait four days, before issuing the MAC..... whatever happened to all the new Customer Service Agents, (or whatever fancy name they have now).
If you have an automated system to put MAC requests into, that delivers it after four days,..... then it stands to reason that it is easy to program that automated system to release the MAC as soon as it is requested....
on the other side of the coin...... if customers are so disatisfied with PlusNet.... do you really want to hang on to them any longer than necessary? Let them go, and they can moan and complain to their new ISP, thus reducing the number of complaints on this forum, and probably the number of tickets and phone calls too...
in summary..... of the last para.... if the customer want there MAC,... issue it immediately.... plusnet will be on a win - win situation....

Re: Migration out - MAC Process

mitchell20 — Sat, 26 Feb 2011 16:19:28 GMT

PN are not good at handling MAC requests, especially after my recent experience.
I was on a monthly contract and as already mentioned when I first rang to request my MAC, there's was absolutely no need to make me wait several days for it. I was migrating to Sky who can now offer me upto 20Mb (I am actually now syncing with SKY LLU at 23065 down here ) with completely unlimited monthly usage for £7.50 less a month than I was paying PN for only upto 8mb download speeds with a 20Gb monthly usage.
There was nothing PN could offer me to match this (speed wise or price wise), so why make me (and others) wait? I actually had to call again to finally get my MAC which was issues instantly there and then the second time round proving this could have been done the same way when I called the first time.
Simple question; why did you make me wait those extra days?

Re: Migration out - MAC Process

Strat — Sat, 26 Feb 2011 19:55:52 GMT

Simple answer is in the hope that you'll reconsider in the light of help from PN staff, help from the forum, a financial incentive etc

Re: Migration out - MAC Process

shutter — Sat, 26 Feb 2011 21:21:02 GMT

Sounds like "desperation" to me.... are PlusNet "that" desperate for customers?

Re: Migration out - MAC Process

Wheel_nut — Sat, 26 Feb 2011 21:56:53 GMT

Without wanting to cross Mand but in the interest of pushing the Suits at PlusNet to re-consider this ridiculous policy, I want to say that there has been endless discussion of this topic but we have NEVER received a coherent answer to any of these questions:
1) Why doesn't PlusNet accept MAC Requests by raising a Question (Ticket)?
2) Why does PlusNet delay the issue of a MAC for a FURTHER 4 days after the Telephone discussion with the cancellations team?
3) PlusNet state that they are able to retain "many" of the customers requesting MACs by making financial incentives over a 12 month period. I have also been told that a call from me at the end of the 12 month period will extend the discount for a further 12 months.Hpwever, my constant plea for a Low usage Unthrottled service falls on deaf ears. Why do PlusNet believe that the only issue is PRICE? ADSL is a SERVICE and it doesn't matter how cheap it is if the SERVICE is carp. Is anybody listening?
I don't intend to participate an ant further FUTILE discussion unless somebody at PlusNet with the authority to influence this Policy is willing to participate.
R

Re: Migration out - MAC Process

mitchell20 — Sun, 27 Feb 2011 21:39:04 GMT

Quote from: Strat
Simple answer is in the hope that you'll reconsider in the light of help from PN staff, help from the forum, a financial incentive etc

None of which where offered, or I actually wanted for that matter anyway so once again I ask why I was made to wait?
Why would making me or anyone else wait 4 extra days for a MAC change minds to stay with PN? I just don't get the point been used that this time is to change your mind. You have the full 28 days to change your mind once the MAC has been issued anyway so why wait to issue it in the first place? After all you don't have to use your MAC key if you don't want. to.
I just wonder if this is down to churn rate/MAC issued figures having to be recorded/reported by ISPs somewhere. The ISP's keeping these figures down to the absolute minimum by only offering MAC's when absolutely necessary.

Re: Migration out - MAC Process

backtogeek — Sun, 27 Feb 2011 23:03:52 GMT

Well I have tried and failed to get my MAC.
I raised a ticket and was told I could not have one unless I first contacted the Customer Options team by phone.
The question raised in this thread 39938389 would suggest this is not true and just gives me more reason to leave.
To top it all off I was informed I have to give 10 days notice anyway.... where did that come from?
I will speak to them tomorrow and see how far I get but as far as I am concerned the 4 days started on friday.

Re: Migration out - MAC Process

Peter_Vaughan — Mon, 28 Feb 2011 00:35:08 GMT

It's in your T&C for broadband... http://www.plus.net/info2/legal/index.html item 19

Re: Migration out - MAC Process

backtogeek — Mon, 28 Feb 2011 01:05:42 GMT

The 10 days does not apply to the Plusnet Broadband Family service terms in that link.
As I do not intend to cancle my phone line and am using the recognised migration proccess I am not bound by the 10 day notice policy.

Re: Migration out - MAC Process

Wheel_nut — Mon, 28 Feb 2011 01:29:32 GMT

AFAIK, The PlusNet T's & C's require you to give 10 ELAPSED days notice of the termination of your service with PlusNet. I believe that this applies to both BB and Telephony services
The 10 day period commences when you either post your letter to PlusNet's designated address (Postmark Date) or speak to the PlusNet "Cancellations" aka Options Team and request you MAC.
Quite separately, PlusNet are obliged to provide you with a MAC within 5 WORKING Days of your request.
Once you give the MAC to your new provider, it takes 5 WORKING Days to complete the migration. (to quote BT) You may delay the migration for up to 90 days once you have given your MAC to the new provider.
If you do not use your MAC, your service continues with PlusNet as usual.
Your old supplier (PlusNet) is obliged to refund you any payment you have made in advance for service after the 10th Elapsed day after your request ...OR ... the day of migration out, whichever is the later. Equally, they can charge you for any services such as Calls which you have used on their service. You should however advise PlusNet of the date that migration takes place because the BT process for doing this is unreliable.
Other than the nuisance of not accepting MAC requests by icket and delaying the provision of your MAC bu 4 days, I have no complaint with PlusNet's behaviour in this process.

Re: Migration out - MAC Process

Steve — Mon, 28 Feb 2011 01:42:54 GMT

Quote from: Mand
Just to clarify one point, we don't put the ticket on hold and then manually press a button to add the MAC, this is an automated process, and requests the MAC on the 4th day if we haven't been able to offer the customer a reason to stay with us.

Oh what has happened to good honest broadband from Yorkshire? Because I can tell you when I requested a MAC Once from PN and asked for It before the 5 working days was up I was told by a chap over the phone that BT has to Issue them, And then we get them from PN and that's why the 5 day wait and that unfortunately there was nothing I could do but to wait the 5 working days.You bad Plusnet tut.tut.

Re: Migration out - MAC Process

julesandsand — Mon, 28 Feb 2011 08:44:02 GMT

As I've said previously, Ofcom should introduce a regulation that states that if a customer can order a service online they should be able to terminate it in the same manner.
Then if the organisation involved want to persuade the customer to stay they can call at their expense to attempt to do so
I've had 3 ISPs since broadband was introduced and PN are the only one who don't allow online MAC requests.
Wheel_nut - make sure you cancel your Direct Debit if you paid that way as when I left PN still tried to collect payment for a service that had ceased and sent payment reminders by email, text message and post afterwards.