topic Re: Worried!! in Plusnet Feedback

Worried!!

Devonian — Fri, 06 May 2011 20:38:09 GMT

I am leaving BT to move to PlusNet because BT are quite frankly the WORST company I have ever dealt with.
They cant even spell my name correctly, let alone provide broadband that works.
After signing up, I found out BT own PlusNet... obviously that annoyed me a little, as I would rather stab myself in the eye than give BT custom... however PlusNet do have a good reputation, so I have decided to give them a bash.
Now, I have just got home from work, to find my PlusNet router waitiong for me... great... except plastered accross the front was a BT sticker, with my details printed on it, which tells me that PlusNet is a lot closer to BT than they would like to admit.
Can any body clarify exactly how close BT/PlusNet operate?

Re: Worried!!

phil4 — Fri, 06 May 2011 20:52:22 GMT

I can't tell you exactly... but personally I'd say at arms length. Is say that because it's clear to me that at the very least support is seperate.
I think this seperation goes further, things that suggest that:
1) BT FTTC is offered with "Unlimited" as an option, whereas PN have always stuck to usage limits.
2) BT FTTC will not be available with a static IP, yet Plusnet will.
I know these are small differences, but they show me that when the packages are designed, it's not the same people, nor a set of group rules that decide them.
On the router front, one possible explanation is that BT own Dabs, and it's quite possible BT and BT group companies use that to fulfil hardware orders, such as your router.
Something to also bear in mind, is that with the exception of Virgin pretty much every ISP uses BT's services to provide broadband (economically I don't think they have a lot of choice). And of the problems I've read round here, it seems to be that disconnect that causes problems. PN can't control BT as they might their own teams, and BT as you're aware seem to be good at getting things wrong. What I'm saying by this, is that you may run into similar problems with most other ISPs too. Oh, and from personal experience I'd recommend not going to Virgin.

Re: Worried!!

Oldjim — Fri, 06 May 2011 21:01:53 GMT

From memory the router is despatched from a central BT owned warehouse - I have seen posts about this when they screw up and either send the wrong one or don't deliver at all.
That is about the closest Plusnet get to BT retail and I am not even sure who runs the warehouse - Dabs is a good thought since BT bought them

Re: Worried!!

pierre_pierre — Fri, 06 May 2011 21:10:06 GMT

another big difference is the call centre PN is now completely in Sheffield, I think BT Broadband is in the far east -India?

Re: Worried!!

Steve — Fri, 06 May 2011 21:11:56 GMT

Yes peter BT support Is In the far east unless of course your a business customer.

Re: Worried!!

Devonian — Fri, 06 May 2011 21:26:36 GMT

Yup, BT are using slave labour in India... unless you wish to cancel your service, then you get to be put on hold for an hour until the 1 member of staff in the UK answers the phone!!
I guess Im looking to be reasured that Im not just signing up to BT in a different pair of trousers!

Re: Worried!!

Steve — Fri, 06 May 2011 21:30:12 GMT

hehe at least that one person answers It, Try talk-talk, You ring them for cancellations and your told to call back later because of a fire drill!!

Re: Worried!!

198kHz — Fri, 06 May 2011 21:52:18 GMT

[quote=BT Annual Report 2010]Following the conclusion ofthe Ofﬁce of Communications (Ofcom) narrowband market review in 2010 we are able to beneﬁt from our new regulatory freedom to launch bundled services targeted at different customer groups. We will also use the Plusnet brand to offer lower-priced services for more price-conscious customers.

Re: Worried!!

Devonian — Fri, 06 May 2011 22:01:43 GMT

If this is true, then I think I should cancel the order before its completed.
I did concider BE llu, I think thats the way I might have to go.

Re: Worried!!

Steve — Fri, 06 May 2011 22:06:26 GMT

I hear good things about BE but I cant get them where I am, But I can assure you Plusnet handle things fairly well, I rarely have a complaint, The complaint I would mostly have Is Adam walkers bad taste for music. Grabs coat!

Re: Worried!!

198kHz — Fri, 06 May 2011 22:23:00 GMT

Quote from: Devonian
If this is true, then I think I should cancel the order before its completed.

Maybe you won't be so worried if you read this thread.

Re: Worried!!

Devonian — Sat, 07 May 2011 10:01:40 GMT

I just spoke to a chap at PlusNet about this. He said that yes things like hardware, and product packages are controlled by BT but he also said the day to day running, and customer service is completely down to PlusNet. I'm not happy that I will still be lining BTs pockets with cash, but I will give PlusNet a fair crack of the whip!

Re: Worried!!

Oldjim — Sat, 07 May 2011 10:21:56 GMT

That isn't entirely correct.
Hardware is stored and delivered by the greater BT when ordered by Plusnet but as far as I know the product packages are not controlled by BT as this is fully under Plusnet control

Re: Worried!!

Devonian — Sat, 07 May 2011 16:53:22 GMT

God this is getting confusing!
As long as the product works, and I'm treated respectfully by PlusNet, then I will be happy.

Re: Worried!!

Mand — Sun, 08 May 2011 09:12:11 GMT

Hi there,
We are owned by BT Retail, and obviously they have high-level input into our long term plans (the Fibre proposition for example).
However they do not design our products, or control the day-to-day running of the business (we have our own chairman and management team that do this).
The hardware is sent from a BT Warehouse, but it was even before BT Retail bought us (they don't just provide hardware for BT companies).

Re: Worried!!

pierre_pierre — Sun, 08 May 2011 09:23:02 GMT

And the BT group have some weird projects, this one is currently (punny) upsetting the ancient town of Clare just is Suffolk http://www.btplc.com/Responsiblebusiness/Protectingourenvironment/Windforchangeproject/Windfarmlocations/Clare/index.htm

Re: Worried!!

Devonian — Sun, 08 May 2011 11:40:37 GMT

Thank you for clarifying that Mand, it certainly puts my mind at rest.
Pierre... what a strange thing for BT to be doing...

Re: Worried!!

pierre_pierre — Sun, 08 May 2011 11:50:57 GMT

this comment is of the front page of that section

Quote
BT is one of the UK’s biggest consumers of electricity - approximately 0.7% of the UK’s total consumption - and is currently one of country’s largest purchasers of green electricity.
In 2007 we announced plans to develop our own wind-farms. BT Wind for Change is the UK’s biggest corporate wind power project outside the energy sector. We intend to produce 250 Megawatts (MW) of renewable electricity by 2016 (equivalent to around 25% of our current needs). We have identified more than 20 prospective sites with a variety of generation capacities.
BT Wind for Change is an important, high profile initiative within the wider work of BT’s Energy and Carbon Unit.

Re: Worried!!

Devonian — Sun, 08 May 2011 11:56:24 GMT

So not only do BT happily annoy customers with poor service and the worst customer service offered by any company, they are also looking to upset non-customers also by spoiling the landscape with massive turbines, so they can make even more profit!!!

Re: Worried!!

TicnTac — Mon, 09 May 2011 19:30:47 GMT

Quote
Adam walkers bad taste for music. Grabs coat!

..........I'm telling!
I thought BT had a 70 something percent stake hold in Plusnet, and hence Plusnet is left to govern and manage itself (albeit with an iron rod being waved at it from BT ) ?? Or have things changed? Has BT been swallowed by the bigger fish?
I'll have to admit as a new customers, we too were worried about the BT influence over PN, apart from CEO's and poor infrastructure, it's pretty much the same as any other ISP, apart from Plusnet has managed to put the most bizarre team of friendly, helpful, knowledgeable yet colourful characters on here to help You don't get that with BT or anywhere else!
I think folks on here have to admit, any short comings can quickly be forgiven (even if they last over a year ) due to the team, staff, and the forum folk?