topic PlusNet customer supprt getting worse?? in Plusnet Feedback

PlusNet customer supprt getting worse??

RobS2 — Thu, 03 Sep 2015 09:37:54 GMT

Having been with PlusNet for many years, I think the service is getting much worse. I appreciate that PlusNet are reliant on other to provide their service, but the there appears to be too many promises that are never met.
I keep reading that:
"We're a Yorkshire-based provider selling broadband and phone services to homes and businesses throughout the UK. Winner of the ISPA 2010 'Best Consumer Customer Service ISP' Award, we're proud to offer the UK's best value standalone broadband."
Does anyone know won the award in 2011, 2012, 2013 and 2014. I think that is where my money will be going in the future......

Re: PlusNet customer supprt getting worse??

Gel — Thu, 03 Sep 2015 10:32:08 GMT

PN were listed in 2014, but didn't win.

http://www.ispa.org.uk/ispa-awards/enter-and-award-categories/best-consumer-fixed-broadband-isp/

Won in 2013
http://www.ispa.org.uk/ispa-awards/previous-winners/2013-winners/
2012
PN won award
http://www.thinkbroadband.com/news/5319-ispa-awards-2012-winners.html

Re: PlusNet customer supprt getting worse??

RobS2 — Thu, 03 Sep 2015 11:05:17 GMT

Didn't win in 2015 either - confirms the trend downwards. Not sure if it is cost cutting or just that their support numbers haven't kept up with increased customers. However in my experience it has gone from good to very poor.

Re: PlusNet customer supprt getting worse??

BruceMcTavish — Thu, 03 Sep 2015 14:34:14 GMT

Never even heard of this years winner !

Re: PlusNet customer supprt getting worse??

RobS2 — Thu, 03 Sep 2015 16:48:17 GMT

Neither have I, but does this just really indicate that no-one really cares about the award?

Re: PlusNet customer supprt getting worse??

Luzern — Sat, 05 Sep 2015 18:38:08 GMT

Quote from: RobS2
Didn't win in 2015 either - confirms the trend downwards. Not sure if it is cost cutting or just that their support numbers haven't kept up with increased customers. However in my experience it has gone from good to very poor.

I presume the awards are not given on the basis of TBB's surveys. Unless they are, there is no obvious or necessary relationship between the scores on the doors of either survey or award. Moreover there is no commonality of the populations making awards, or users reporting opinions.
The lack of awards could as much arise from other ISPs' improvement and other factors noted by industry insiders as from any ISP's falling back