topic Re: Plusnet Gaming Week 2014 in Plusnet Feedback

Plusnet Gaming Week 2014

jelv — Sun, 28 Sep 2014 11:05:04 GMT

http://community.plus.net/blog/2014/09/27/plusnet-gaming-week-2014/
Am I the only one who thinks the effort put in to this would have been far better spent sorting out the multitude of issues facing Plusnet such as getting more tickets or phones answered to reduce the waiting time?

Re: Plusnet Gaming Week 2014

glloyd — Sun, 28 Sep 2014 11:07:19 GMT

Shows their priorities.

Re: Plusnet Gaming Week 2014

ITWorks — Sun, 28 Sep 2014 11:34:49 GMT

Quote from: jelv
http://community.plus.net/blog/2014/09/27/plusnet-gaming-week-2014/
Am I the only one who thinks the effort put in to this would have been far better spent sorting out the multitude of issues facing Plusnet such as getting more tickets or phones answered to reduce the waiting time?

Nope, it just go's to show that PN feel it is very important to spend time and resources continually marketing themselves, this time to gamers on twitter by running a PS4 competition.
You would think after the recent problems with the gateways etc.., this would be the last thing they are concerned about, obliviously not.
Regards
Mike

Re: Plusnet Gaming Week 2014

Townman — Sun, 28 Sep 2014 11:36:20 GMT

Jelv,
Could not agree more - gaming is a complete waste of time and distracts resources from addressing real issues. There is far too much time spent around here worrying about a few extra micro seconds of ping latency whilst others have no internet service whatsoever. Some people need to find better things to worry about.
@Chris Parr,
Can we have some blogs on what PlusNET are doing within the BT group to address the appalling poor level of service delivery from BTOR / BTw which is driving PlusNet's support / problem levels through the roof?

Re: Plusnet Gaming Week 2014

rongtw — Sun, 28 Sep 2014 12:57:55 GMT

I agree that there are more important issues than a Gaming week , But despite popular belief Gaming on the net is widespread .
and after last years success i think its a great idea
its surprising how the needs of gamers will make ISP improve their networks , i for one consistently complain when there are problems with my game , but would not stop playing because of some Problems PN have

Re: Plusnet Gaming Week 2014

rogadodge — Sun, 28 Sep 2014 23:10:54 GMT

Sorry guys,I have to disagree here, why shouldn't gamers get some attention -we pay our rental too?
Maybe we should say that bloggers aren't important..Who wants to know what someone had four breakfast?
Truth be told all users are important, and if Plusnet held a Twitter day our Facebook day our any sort of day aimee a specific user of the internet, no one would be entitled to nay-say it.
Sometimes these problems are not solved by throwing money at then, so if they spend money on this they obviously feel it will not impact adversely on their service.

Re: Plusnet Gaming Week 2014

TORPC — Mon, 29 Sep 2014 00:07:29 GMT

Sorry doris
I think that the effort & focus, should have been, nipping in the bud the
1. Call waiting times
2a. BTOpenreach
2b. BTw
3. Line Rental Saver
4. Ticket system
& all other areas that has been reported a multitude of times (that has had no formal action to permanently fix) Which keep cropping up
Whilst I agree that Gamers should get a look in & have their day, there are far more pressing issue(s) that need urgent attention in the 1^st instance

Re: Plusnet Gaming Week 2014

rongtw — Mon, 29 Sep 2014 06:03:29 GMT

TORPC , while i agree with your sentiments you have already said you wont hold your breath untill you see a Fix for these problems .
Suspending all other community events will Not make the fixes come earlier .
PN need to come forward and say OK we agree we have problems and this is our timescale for a Fix , Instead of just saying we looking at it or we escalated it

Re: Plusnet Gaming Week 2014

AndyH — Mon, 29 Sep 2014 06:34:06 GMT

I think this is something that some of the staff do in their own time no?
I see no issue with it. Plusnet has a decent sized gamer's community, so this is something for them.

Quote from: TORPC
I think that the effort & focus, should have been, nipping in the bud the
2a. BTOpenreach
2b. BTw
3. Line Rental Saver

What are the issues with LRS?
Plusnet have very little direct control over BTW/Openreach. They can and do give feedback (as many ISPs do), but they cannot force change.

Re: Plusnet Gaming Week 2014

dvorak — Mon, 29 Sep 2014 06:49:20 GMT

Quote from: jelv
Am I the only one who thinks the effort put in to this would have been far better spent sorting out the multitude of issues facing Plusnet such as getting more tickets or phones answered to reduce the waiting time?

so you expect all areas of a company to down tools while another area gets its act together? you know that doesn't happen, haven't seen tesco shut all its shops just so the bean counters can sort themselves out.

Re: Plusnet Gaming Week 2014

TORPC — Mon, 29 Sep 2014 06:53:41 GMT

Not the only one, as there are quite a few references (if you care to look)

Quote from: quelquod
I've had Line Rental Saver for the past year. I renewed it a few days ago before it had expired. Payment taken from my card immediately.
Today my bill for this month includes, you've guessed it, a charge for line rental.
Must have installed BT's billing system - take the cash first and argue later!

@rongtw
I disagree,
As if the time & effort was transferred into fixing the known (keep cropping up issue(s) that have been around for a long time), then they would / could of potentially be fixed
However I agree,
That Plusnet need " to come forward and say OK we agree we have problems and this is our timescale for a Fix , Instead of just saying we looking at it or we escalated it"
Yes I did state I'll not hold my breath & that still stands
@Dvorak
I don't think jelv meant it that way tbh
I think what he means is the more effort would of been best put into fixing the areas that have gone downhill, that need urgent fixing
However I could be wrong & jelv will no doubt clarify later on

Re: Plusnet Gaming Week 2014

AndyH — Mon, 29 Sep 2014 07:11:11 GMT

Quote from: TORPC
Not the only one, as there are quite a few references (if you care to look)

Quite a few? I could only see this one.
If it was a major system's issue, don't you think the forums would be inundated with unhappy customers being billed twice?

Quote from: TORPC
I think what he means is the more effort would of been best put into fixing the areas that have gone downhill, that need urgent fixing

Since when does the gaming week mean less effort is being put into fixing areas? Do you expect all issues to be resolved within a week?
I take it you're also unhappy with their charity work when they could be putting 'more effort' into fixing the areas that have gone downhill?

Re: Plusnet Gaming Week 2014

Chris — Mon, 29 Sep 2014 07:59:58 GMT

Hi all,
Gaming Week is a follow up to last year, the content and organisation of what's happening this week is being performed by people who wouldn't be involved in many of the things mentioned in this thread even if Gaming Week wasn't taking place. So whilst I understand the points made, Gaming Week isn't a bad thing!

Re: Plusnet Gaming Week 2014

petecov44 — Mon, 29 Sep 2014 08:15:51 GMT

Quote from: doris
Maybe we should say that bloggers aren't important..Who wants to know what someone had four breakfast?

To me they aren't - and this is why I stay away from social media as it's full of people showing off their breakfast,kids or tits!

Re: Plusnet Gaming Week 2014

petecov44 — Mon, 29 Sep 2014 08:22:47 GMT

Quote from: AndyH
I think this is something that some of the staff do in their own time no?

Indeed, back in the day when PN was on it's own I was proud to say I worked for them. Infact I used to log in from home on my days off just to help with tickets. Not sure if people still do this but they do all work hard, mind you staffing was lower i'd guess around 150 at the time (2007)

Re: Plusnet Gaming Week 2014

Townman — Mon, 29 Sep 2014 08:50:55 GMT

Pete,
There are some excellent people around here. Though CP3 have collectively moved on, it is not uncommon to find one of them lurking around here late at night or through the weekends. They make a difference and are clearly passionate about what they do. The shame of it all is that it should be unnecessary.
Kevin

Re: Plusnet Gaming Week 2014

petecov44 — Mon, 29 Sep 2014 10:11:12 GMT

Agreed,
I used to be on here way too much when my account was Staff.It got me into trouble a few times but I didn't care. I wanted to help customers. On many an occasion I would set up a router for customers to come and collect from me. I once went to an elderly couples house and fitted their router for them in my lunch break (ofcourse PN knew of this)
some of us went the extra mile but as you say there are now well over 900 more staff now that we had and it's just got worse. okay the customer numbers have gone up and that's true but I can remember figures of 240,000 and this was before South Africa came into the mix.
So we had (based on my unsure figure of 150 people in the building and that very un accurate EU figure) a ratio of 1600 customers to 1 staff member. but we still did good
It would be a very stressful place to work now if they still had the same 100 issues a day target. It was back then!

Re: Plusnet Gaming Week 2014

Townman — Mon, 29 Sep 2014 10:17:54 GMT

Silly target - management by numbers at that level just don't work. If you worked a solid 10 hours (no pee or coffee breaks), that is only 6 minutes an issue.
Was that target to resolve or just touch and pass on?

Re: Plusnet Gaming Week 2014

petecov44 — Mon, 29 Sep 2014 10:29:24 GMT

It was for everything basically. I had no problem smashing it every day as most people didn't. Me and another lad had the highest calls in the call centre at one point we used to race and we would hit 100 a day - but we also had Quality of Service scores of 98% so wasen't a compromise. I forget the target on that
Not sure if the guy is still there (for any staff I refer to the one and the only Jase)

Re: Plusnet Gaming Week 2014

TORPC — Mon, 29 Sep 2014 11:33:57 GMT

Quote from: AndyH
Quote from: TORPC
Not the only one, as there are quite a few references (if you care to look)

Quite a few? I could only see this one.
If it was a major system's issue, don't you think the forums would be inundated with unhappy customers being billed twice?
Quote from: TORPC
I think what he means is the more effort would of been best put into fixing the areas that have gone downhill, that need urgent fixing

Since when does the gaming week mean less effort is being put into fixing areas? Do you expect all issues to be resolved within a week?
I take it you're also unhappy with their charity work when they could be putting 'more effort' into fixing the areas that have gone downhill?

You haven't looked very far then Try searching for "billed twice" & "been billed twice for line rental"
Here is a reply from Plusnet staff to the one I supplied earlier, which have admitted that a new system is comming soon

Quote from: MattyC
Our billing system has been around longer than BT's ownership has!
That's why a new system will be coming in shortly to eradicate anomalies such as this
Matty

Knowing Plusnet (when will soon actually be, is anybody's guess), is it not ?
Oh!!! I forgot Plusnet can not & never does any wrong in your eyes
I have never once dished on their charity work, so please do not insinuate that I ever have or would
Quite the opposite as I think charity work is beneficial all round & also boosts staff moral, aswell as the moral for the charity they help @ any one time
You seem to have taken it all out of proportion & context
Therefore please provide reference & evidence to where the Gaming week is for charity & not recreational