topic Re: Phone support and their computers in Plusnet Feedback

Phone support and their computers

Shutty666 — Thu, 17 Dec 2015 10:21:02 GMT

Well that was an interesting experience. I just got through to someone at plusnet in record time. Less then 5 minutes in fact. Problem was they couldn't help me at all.
All I want to do is get my bill down and take advantage of one of the lovely new offers. However I was told that the computers are not working and they couldn't do anything right now and that I was to call back in a couple of hours. I was then told that I 'might' be able to have my broadband provided for £10.99 per month for 24 months but that depended on whether I was in Market 2 or Market 3. What the hell does that mean? I can accept that computers go wrong but surely you can call me back not the other way around? What does this Market 2/3 thing actually mean? Are you really only offering deals to particular areas?
I have only ever had good customer service from plusnet in the past but having looked around on this forum in the last few minutes it would appear that I'm now in for a rough ride. Can anyone out there give me enough good reasons to stay with plusnet? Some of the deals elsewhere are starting to look tempting....

Re: Phone support and their computers

Chris — Thu, 17 Dec 2015 10:27:03 GMT

Hi there,
Sorry you weren't able to get the answer you were looking for on the phone this morning. This page should give you the information about market areas: http://www.plus.net/support/broadband/products/uk-area-cost-guide.shtml

Re: Phone support and their computers

Shutty666 — Thu, 17 Dec 2015 10:34:53 GMT

Thanks for that Chris. However that still doesn't answer any of my other queries and it also doesn't actually answer whether I'm in Market 2/3 or not.
To say I'm feeling like plusnet has gone down the pan after reading some of the things on here this morning is an understatement. Can someone (not from plusnet) give me any kind of reassurance that I'm going to do the right thing here by staying?

Re: Phone support and their computers

w23 — Thu, 17 Dec 2015 10:38:52 GMT

You should be able to confirm your exchange classification be entering details here: https://www.samknows.com/broadband/exchange_search once you identify the exchange it should give the Ofcom Classifiction on the bottom right of the exchange information page.
[Edit] Oldjim's suggestion below is simpler and more direct.

Re: Phone support and their computers

Oldjim — Thu, 17 Dec 2015 10:39:11 GMT

Put your phone number in http://usertools.plus.net/exchanges/ and if you are in Market B or Market 2/3 then you will get the cheaper deals

Re: Phone support and their computers

Gel — Thu, 17 Dec 2015 10:40:37 GMT

Simples; put your number in here and see Market Classification
http://usertools.plus.net/exchanges/
If there's competition in your exchange (ie LLU providers) they'll offer better deal.

Re: Phone support and their computers

Shutty666 — Thu, 17 Dec 2015 10:42:28 GMT

Thanks to all 3 of you for posting those links. I am in a cheaper BB area. At least there's that....

Re: Phone support and their computers

SpendLessTime — Thu, 17 Dec 2015 13:43:02 GMT

Nice to know that after EIGHTEEN MONTHS,. Plusnet staff still do not know that there is no such thing as Markets 1/2/3
"Ofcom’s recent review of the UK’s Wholesale Broadband Access (WBA) markets (final statement) took account of this and other changes to produce a new definition, which the regulator told us came into effect during late June 2014.
Without getting too technical, under the new definition Market 2 and 3 effectively became known as Market B (accounting for 89.7% of UK premises) and the more expensive and tightly regulated Market 1 became known as Market A"
source http://www.ispreview.co.uk/index.php/2015/02/uk-isp-plusnet-tackle-broadband-price-confusion-low-cost-areas.html

Re: Phone support and their computers

Chris — Thu, 17 Dec 2015 13:56:50 GMT

Quote
Nice to know that after EIGHTEEN MONTHS,. Plusnet staff still do not know that there is no such thing as Markets 1/2/3

I'm not sure where that assertion has come from? I'm more than aware of the market split now being called A/B. However as our systems still refer to 1/2/3 that's how we would generally talk about it.

Re: Phone support and their computers

SpendLessTime — Thu, 17 Dec 2015 14:10:56 GMT

OP said Plusnet staff talked about market 1/2/3 today 17th December 2015, OFCOM said changed in June 2014 as per ispreview article, hence 18 months.
Sorry Chris but it does read that way to me.
But I'm not really wanting to be in a name calling exercise , my issue is that Plusnet staff need to use the correct market terms to customers so that customers can understand what is being said. What terms are used internally doesn't matter, it is the published terms that do matter.

Re: Phone support and their computers

w23 — Thu, 17 Dec 2015 14:23:57 GMT

FWIW Samknows (supposedly a 'partner' of OFCOM) are still using the 'old' market 1/2/3 classification, e.g. my local exchange is listed as 'Market 3': https://www.samknows.com/broadband/exchange/EMWESTO

Re: Phone support and their computers

jelv — Thu, 17 Dec 2015 15:13:46 GMT

What it does demonstrate is that Plusnet are absolutely dire at getting updates to their systems in a timely manner. That the change from Market 1/2/3 to Market A/B was coming was known a lot longer than 18 months ago.

Re: Phone support and their computers

Mav — Thu, 17 Dec 2015 18:07:19 GMT

It can get very confusing;
My exchange, Minster, still shows as Market 1 although TT and Sky have been there at least a couple of years as far as I can remember.
Also, when I re contracted around a year or so ago I was offered a better discount as the COT agent said that his system showed that my exchange was due to be changed to Market 2 (B).

Re: Phone support and their computers

tonycollinet — Thu, 17 Dec 2015 22:18:39 GMT

Is plusnet the only ISP that charges more for market A?

Re: Phone support and their computers

Townman — Fri, 18 Dec 2015 08:44:00 GMT

Quote from: tonyAtplus
Is plusnet the only ISP that charges ~~more~~ less for market A B ?

That said, of recent times they have been paying users to take broadband... 12 months free plus £75 Cashback tied only for 12 months.

Re: Phone support and their computers

jockwav — Fri, 18 Dec 2015 09:00:52 GMT

Well maybe worth looking at any deals like that from other ISP,s,i think i will be having a look around next year.