topic Re: So long and thanks for all the fish... in Plusnet Feedback

So long and thanks for all the fish...

pwatson — Tue, 07 Jul 2015 09:57:12 GMT

I've done it - I've jumped (well I've ordered my leap!)
The changes in support arrangements, the decline in PN involvement in these forums, the reports of orders not progressing due to PN mistakes, the incorrect advice given by poorly trained staff on the phone and announcement of phone price hikes (especially LRS) has convince me that Plusnet are no longer the ISP for me. The service has worked well but I no longer have any faith, should there be a fault, that it would be dealt with in a timely fashion.
It's clear that Plusnet are going after quantity rather than quality and, as such, are presumably happy to accept the resultant churn that this model creates. Offering huge cashback deals and discounts de-vaiues the brand and the product.
I'm perhaps unusual (often said!) in that I'm happy to pay for good service and product so I will actually be paying more with my new ISP, but Internet access is important to me so I feel it will be worthwhile. Fingers crossed that I'm right

Re: So long and thanks for all the fish...

MattyC — Tue, 07 Jul 2015 10:13:26 GMT

That is a shame, I've really enjoyed your presence and feedback on these forums. Wishing you all the best moving forward.
Matty

Re: So long and thanks for all the fish...

Strat — Tue, 07 Jul 2015 10:15:57 GMT

We're losing good people

Re: So long and thanks for all the fish...

AlaricAdair — Tue, 07 Jul 2015 10:33:39 GMT

I'm in the process of ordering a second line to enable 'resilience' at Adair Towers. It won't be supplied by Plusnet, but will give me the option to leap ship at no risk in the future. As with the OP price is not an issue, but perceived service levels are a deciding factor.

Re: So long and thanks for all the fish...

mlmclaren — Tue, 07 Jul 2015 10:40:06 GMT

I'm also taking my 2 connections away from this... though I know I won't be missed!

Re: So long and thanks for all the fish...

Townman — Tue, 07 Jul 2015 10:43:46 GMT

@pwatson,
Such a shame it should come to this. Hope all goes well with your new provider ... hope you'll keep contributing here.

@CRT,
Is the message sinking in yet? It's not a matter of price, rather quality and service which counts. Is the management team listening?
Kevin

Re: So long and thanks for all the fish...

catelliott — Tue, 07 Jul 2015 10:45:11 GMT

Of course you'll be missed, The Mighty Cornholio. Your forum username never fails to bring a smile to my face I'm sorry that you're leaving us, and of course, wish you all the best for the future

Re: So long and thanks for all the fish...

mlmclaren — Tue, 07 Jul 2015 10:50:52 GMT

@catelliott - I appreciate your words and also the very quick response to my post, but why now that I'm leaving...
I don't believe I've ever had the pleasure of discussing any issues with yourself, but I'm very annoyed that you can get back to me in a few minutes when I'm leaving and potentially need to be fought for but then currently I have 2 open tickets, 2 posts on this forum being ignored and also was told by COT that they couldn't close my account due to it being taken hostage by Matty Cassel and promised a call or email back from him and neither have happened...
So you'll have to excuse my rant's on these forums, One can only bang there head against a wall for so long.

Re: So long and thanks for all the fish...

Chris — Tue, 07 Jul 2015 10:59:10 GMT

Have you seen my response to your complaint ticket on Friday?

Re: So long and thanks for all the fish...

mlmclaren — Tue, 07 Jul 2015 11:04:20 GMT

Just responded, a call would be appreciated!

Re: So long and thanks for all the fish...

h_milsom — Tue, 07 Jul 2015 11:05:36 GMT

Guys - I THINK I want to go ... where? is another question though ...
So, can I call PN and register my wish to go but stay whilst I find another ISP. If I fail to find something good can I simply stay?
Kind Regards
Hugh

Re: So long and thanks for all the fish...

catelliott — Tue, 07 Jul 2015 11:09:14 GMT

Hi Hugh,
You could either wait to give your notice until you've found a new ISP (so long as it's within the 30 day window from when you got your email) or give fourteen days' notice and cancel the cancellation if you wish to stay. Obviously, we hope you choose to stay with us

Re: So long and thanks for all the fish...

gleneagles — Tue, 07 Jul 2015 11:40:11 GMT

Quote from: Strat
We're losing good people

Agree.
Looking as some of the recent comments on these forums along with the price hike it's likely more will also be leaving.
As stated by others it's Quality and not quantity that matters, short term profits might increase due to more people joining based on the past and usually good performance by Plusnet but this is short term thinking and once your reputation goes it's hard to get it back.

Re: So long and thanks for all the fish...

HairyMcbiker — Tue, 07 Jul 2015 11:41:57 GMT

Cat some confusion here wrt your last statement.
According the the email we have to give notice that we are going to move in the next 30 days, OK
But what if we are in a current LRS and have no intention of moving NOW, but want the option to move when out LRS expires?
E.g. mine expires in Sept, but I have only till mid Aug to give notice, so if I phone now and say "I am planning on moving WHEN my LRS expires" does that count?
If not then it is detrimental to us on current LRS's.
I have no intention of LOOSING money by moving my phone before the LRS ends. But am unhappy with the price increases and WILL be moving then.

Re: So long and thanks for all the fish...

npr — Tue, 07 Jul 2015 11:48:36 GMT

@ pwatson,
Good luck with your jump, please let us all know how it goes.
After the appalling responses I've had to a recent support ticket I'm determined to jump when my contract ends in 6 months time.
I hope those in charge of making these changes at the New Plusnet listen to what existing customers are saying, but somehow I doubt it will make a difference.

Re: So long and thanks for all the fish...

catelliott — Tue, 07 Jul 2015 12:13:36 GMT

@Hairy McBiker I'm just getting clarification regarding this, please bear with me
@npr I've responded to your ticket online (104872374), and I do hope that you reconsider your decision to leave Plusnet, we'd be sad to see you go

Re: So long and thanks for all the fish...

MisterW — Tue, 07 Jul 2015 12:16:41 GMT

Quote
@pwatson,
Such a shame it should come to this. Hope all goes well with your new provider ... hope you'll keep contributing here.

I'll second that!. You've provided useful advice on these forums and your presence will be missed.

Re: So long and thanks for all the fish...

dvorak — Tue, 07 Jul 2015 13:02:16 GMT

he doesn't have to stop frequenting the forums

Re: So long and thanks for all the fish...

hapless — Tue, 07 Jul 2015 14:43:02 GMT

I think the inference is that as they no longer have a vested interest here, why should they frequent these boards?
Understandable really as they'll probably be busy wherever they go, looking at the stats posted on tbb's blog today!

Re: So long and thanks for all the fish...

pwatson — Tue, 07 Jul 2015 20:36:34 GMT

Thanks for the replies indicating that my time here has been useful
My migration is set for July 21st but I'm happy to stick around after that if I'm allowed. It'll be good to see how things pan out over the next 12 months and you never know I may be back eating humble pie and claiming poverty