topic Re: Deteriorating service in Plusnet Feedback

Deteriorating service

joneshome — Sat, 11 Jul 2009 11:30:41 GMT

Dear Sirs
PlusNet claims the following:
“Plusnet knows broadband and doesn’t specialise in anything else. With us you get a superior service, superior customer support and honest pricing from a company that has a real passion for what it does.”
I have been a customer of PlusNet for many years at one time they lived up to this claim, but are fast becoming an "also ran".
Both in my experience and those of acquaintances PlusNet no longer delivers a "Superior Service"
Is not "honest" in its pricing, particularly in respect to it existing customers.
And does not have "a passion" for solving customer problems.
G

Re: Deteriorating service

MauriceC — Sat, 11 Jul 2009 16:19:57 GMT

Hearsay? or do you have some objective evidence to support your claims?

Re: Deteriorating service

joneshome — Mon, 13 Jul 2009 11:03:05 GMT

"heresay" of course I do I wouldnt have written it otherwise

Re: Deteriorating service

itsme — Mon, 13 Jul 2009 12:19:28 GMT

"Hearsay" still waiting for the evidence.

Re: Deteriorating service

James — Mon, 13 Jul 2009 12:24:40 GMT

Hi there,
Can I ask why you feel that the level of service has deteriorated?
From what I can see, you have contacted us twice recently, asking us how to increase your speed in an area that is a considerable distance away from the exchange and secondly asking us to drop our prices.
I'm not sure how either of those relate to a deteriorating level of service.

Re: Deteriorating service

ctech500 — Mon, 13 Jul 2009 16:30:25 GMT

Quote from: Jameseh

From what I can see, you have contacted us twice recently, asking us how to increase your speed in an area that is a considerable distance away from the exchange and secondly asking us to drop our prices.

Hmm,
As a long time customer of 7 years I'm more than happy to stick with my premier package it offers "extras" that value and unlimited do not. As for speed there nothing that can be done short of moving closer to your exchange, getting Cable or waiting for FTTC.

Re: Deteriorating service

pierre_pierre — Mon, 13 Jul 2009 16:36:20 GMT

as an even longer term customer who has just changed to Value (Market 3) I am worried about my noise margin it is 12.5 dB and my connection speed is only 8128 kbps but my profile is stuck at 7150

Re: Deteriorating service

Mav — Mon, 13 Jul 2009 18:58:15 GMT

Quote from: ctech500
As a long time customer of 7 years I'm more than happy to stick with my premier package it offers "extras" that value and unlimited do not. As for speed there nothing that can be done short of moving closer to your exchange, getting Cable or waiting for FTTC.

I'm just wondering what "extras" you are talking about. If it's web-space, Fax2email, etc then you can keep them if you move - like I did.
If you're talking about the shaping during 12pm to 2am then I agree, it's quite a loss from the Premier package I was on till last month. I moved to Unlimited on a month's trial but have now decided to stay on it. I do think the heavy traffic shaping is a pain but at least I can just leave downloads to continue without worrying about using up any peak allowance.

Re: Deteriorating service

ctech500 — Mon, 13 Jul 2009 20:08:21 GMT

There was an issue about "Legacy customers" keeping their "extras" has that been sorted out now?
It's certainly food for thought if it has.
I'm not sure about loosing the 16 Hours of "unmetered" usage though

Re: Deteriorating service

scootie — Mon, 13 Jul 2009 20:20:40 GMT

Quote
If you're talking about the shaping during 12pm to 2am

mav thought was 12-24. granted the packet drop on p2p is pretty high till about 1am but you still see good speeds on p2p in that hour

Re: Deteriorating service

Mav — Mon, 13 Jul 2009 20:34:36 GMT

Sorry ASBO, you're right, of course
The 12pm to 2am was mentioned in another thread (can't now remember which) and it stuck in my head

Re: Deteriorating service

avollmer — Tue, 14 Jul 2009 07:03:11 GMT

Hi - I am keen to hear more specifics so we can consider making any changes (either to actual products, or to how we communicate the new products to existing customers). The new value range has been widely publicised on our website and in the member centre, but we are looking to make some more changes to our product set and I'd welcome your input.
We are investing across the business at the moment - our intention is definitely to lead in the broadband market, not be an also ran.
Anthony

Re: Deteriorating service

pierre_pierre — Tue, 14 Jul 2009 07:09:37 GMT

Good Morning Anthony, one of the problems seems to be that people have switched of the notifications in their profile and then moan years later, Why did you not tell me

Re: Deteriorating service

iashton — Tue, 14 Jul 2009 09:48:55 GMT

Hi Anthony, you asked for specifics
I moved to Unlimited from Premier Plus in June 09. All went OK. Kept my domain, email and webspace - which is good.
I was billed correctly in June 09. £11.99. I'm expecting to pay this for two more months and then move to £15.99 per month.
So all OK? Wrong.
Today I received a notification from Accounts of an upcoming invoice for £31.98 for June (again??) and July/August.
Why? If you find out why you can fix it and stop it happening to another customer.
Here's another. I rang at 09:04 and was told you are experiencing high call volumes. Really? At 09:04?
I submitted a ticket and was told the expected response time was over 7hrs. Really? Nearly a full working day?
They're my specifics:
Billing/ service upgrade processes not joined up
Phone lines very busy resulting in long waits.
Response to tickets unacceptably long. IMHO.

Re: Deteriorating service

Dan_the_Van — Wed, 15 Jul 2009 11:10:24 GMT

I would tend to agree with the OP, after my recent dealings with PN support that is not as good as I would have hoped.
When I phoned the other day asking when I would see some movement on getting my problem resolved, I was basically told to wait my turn as calls are looked at in order. I was told this could be up to 48 hours.
Also, from what I can see, no one person 'owns' the call, the CS staff would only look at your last update and make no reference to the original fault.
I am happy to speak to any memeber of PN staff on my recent encounters.
We shouldn't need to use this forum as a method of chasing calls, I haven't got time to phone you.
Dan.

Re: Deteriorating service

avollmer — Tue, 21 Jul 2009 09:33:09 GMT

Thanks for your comments - disappointing that this is what you are experiencing. We are doing a lot of work to improve our service operation at the moment, especially resolving customer questions and issues at first contact and improving our turnaround time on queries. I will highlight this thread to Steve Woods who is our new General Manager of Customer Service. Pls be assured this is a big priority for us.
Anthony

Re: Deteriorating service

HairyMcbiker — Tue, 21 Jul 2009 09:40:40 GMT

I also have experienced what Dan was talking about, you have an open Q and have answered the NEW questions asked in the ticked EARLIER on in the same ticket. About half a page up, if the people in CS would read the full ticket instead of just the LAST entry.
I know what being in CS is like, I used to be a member of a Wintel Server Team, working with Assist, and even there when we passed the call back to the "Help Desk" they only read the last comment, they claimed they didn't have time to read the whole thing, BUT this just makes the whole thing take longer.

Re: Deteriorating service

James — Tue, 21 Jul 2009 09:54:13 GMT

Morning chaps,
Just to reiterate wehat Anthony's said today - improving customer satisfaction and reducing customer dissatisfaction (you may have seen the results of the customer satisfaction surveys that we run) remain one of our biggest priorities of the year.
I'm sorry that you've both had poor experiences and I do hope that you see improvements in the not too distant future.

Re: Deteriorating service

Santiago — Tue, 21 Jul 2009 09:56:57 GMT

Quote from: Anthony
I will highlight this thread to Steve Woods who is our new General Manager of Customer Service.

Maybe Steve should be following the forum himself rather than having you point out items that should interest him

Re: Deteriorating service

HairyMcbiker — Tue, 21 Jul 2009 10:04:10 GMT

Quote from: Jameseh
I'm sorry that you've both had poor experiences and I do hope that you see improvements in the not too distant future.

Morning James, I have virtually given up raising tickets, it is usually QUICKER and clearer to air the problem here, then either You or Bob would pick it up, I know this is bypassing the problem, but having spent 10 years having to fix rather than cure problems I do the quickest route now.