topic Re: The communications company that doesn't communicate! in Plusnet Feedback

The communications company that doesn't communicate!

jelv — Wed, 07 Sep 2016 15:16:20 GMT

Not only does the communication with customers regarding on-going issues affecting many users often dry up as witnessed in the thread High packet loss and other DNS issues, but it is apparent that these issues are not communicated to front line support staff.

This is demonstrated by the number of times in the linked topic users have been told there are no issues when it is blatantly obvious there is, the latest example being here.

Come on Plusnet, COMMUNICATE!

Make sure all your support staff on the phones, chat and handling faults know about the issue.

Give us regular updates on here and through service status.

(Everyone: please do not discuss the issue here - this is just about Plusnet's failure to communicate - if people start discussing the actual issue here I will ask the moderators to lock the topic)

Re: The communications company that doesn't communicate!

St3 — Wed, 07 Sep 2016 15:54:34 GMT

Seams you aint the only one talking about communications >>> http://www.ispreview.co.uk/index.php/2016/09/performance-woes-hamper-plusnet-users-new-network-takes-blame.html

Re: The communications company that doesn't communicate!

rongtw — Wed, 07 Sep 2016 16:22:33 GMT

Like i said in thread earlier ,, ITS COMMERCIALLY SENSITIVE ,, so they will not say anything

BobPullen did post a few times but has no longer

Re: The communications company that doesn't communicate!

St3 — Wed, 07 Sep 2016 17:09:22 GMT

its not bobs fault its the ones above him that prob told every to shhhhhh

Re: The communications company that doesn't communicate!

rongtw — Thu, 08 Sep 2016 16:35:15 GMT

You are right there STE all PN staff are not posting on that thread , They must have been told to avoid it

Re: The communications company that doesn't communicate!

BrightonRock — Thu, 08 Sep 2016 15:55:50 GMT

Another day, another day of silence from Plusnet on the packet-loss thread.

I take @rongtw's point that there may be something commercially sensitive here. There are also other explanations but I don't think it would be helpful to speculate.

But, whatever is the real position, it isn't an argument for Plusnet saying nothing. There must be someone in the company that has some PR skill and can find a form of words that both protects secrets and involves their customers. The reality is that they have to say something sometime. In a crisis (and that seems a fair word now) any company has to seize and keep control of the narrative or the whole will get out of control. And just look where they are heading now........

Re: The communications company that doesn't communicate!

Oldjim — Thu, 08 Sep 2016 16:01:58 GMT

I wonder if this is part of the same problem as the silence from Plusnet staff is rather obvious https://community.plus.net/t5/Plusnet-Feedback/How-do-Plusnet-now-speed-limit-connections-IP-Profile-Related/m-p/1356414#U1356414

Re: The communications company that doesn't communicate!

rongtw — Thu, 08 Sep 2016 16:37:03 GMT

Possibly is Jim ,But lack of silence from PN leads to a lot of speculation ,, Unfortunately its Very bad for PN

Re: The communications company that doesn't communicate!

BrightonRock — Mon, 12 Sep 2016 10:45:35 GMT

Communication has been restored on the packet loss thread. Both @bobpullen & @dave have made useful posts.

We berated the company for not saying anything about the packet loss so it seems appropriate to welcome the new messages.

Re: The communications company that doesn't communicate!

jelv — Mon, 12 Sep 2016 11:12:09 GMT

Pity that openness is not reflected in a Service Status posting!

Re: The communications company that doesn't communicate!

BrightonRock — Mon, 12 Sep 2016 11:43:40 GMT

@jelv wrote:

Pity that openness is not reflected in a Service Status posting!

To be fair, there was a post on usenet:

This is an update to the earlier posts regarding customers experiencing
problems getting online, packet loss or slower than expected speeds on
Friday.

The issue causing this has now been resolved and having monitored this
over the weekend we're seeing normal levels of usage again.

Apologies for any inconvenience this may have caused.

Of course, that post isn't entirely compatible with the post from @dave on the packet loss thread that they had made changes to Southbank but not Colindale. If there is still a problem with Colindale (it is my access point and I think there remains a problem) then the unkind would point out that the work done last week has cured half, not all, of the packet loss problems on the new network. Still, better than nothing: both communication and action.

Re: The communications company that doesn't communicate!

SpendLessTime — Mon, 12 Sep 2016 11:55:18 GMT

So Plusnet solved the 1 day issue within 48 hours BUT the main thread of DNS/Ping/Packet loss issue has been going on since 2 August without solution. And it took the best part of a month before Plusnet would acknowledge it and even then customer support staff have still been denying it is happening.

Re: The communications company that doesn't communicate!

rongtw — Mon, 12 Sep 2016 11:58:04 GMT

Its the old saying " Silence Speaks Volumes "

Re: The communications company that doesn't communicate!

jelv — Mon, 12 Sep 2016 12:17:02 GMT

@BrightonRock

I suspect the Friday issue was a different problem causing such widespread trouble that they were forced in to a Service Status and nothing to do with the ongoing issues (or it was an attempt to fix the long term issues that went badly wrong).

With the drip feed of tiny snippets of information it's impossible to tell!

Re: The communications company that doesn't communicate!

BrightonRock — Sat, 17 Sep 2016 09:40:57 GMT

It's gone quiet again!

I found the posts from @bobpullen useful (as always) but they seems to have been paused. I don't know whether the problems on Colindale (or, come to that, elsewhere on the new network) are cured or not. It would be nice to hear from PlusNet what they think is the situation.

Re: The communications company that doesn't communicate!

rongtw — Sat, 17 Sep 2016 10:43:03 GMT

Yes but they still say it could be another two weeks before it's sorted.
And still nothing on status page 😕

Re: The communications company that doesn't communicate!

BrightonRock — Sat, 17 Sep 2016 12:23:46 GMT

When I first saw your post, I wondered where you had got that information on timing. I had completely missed @bobpullen's posts in the other thread. Which rather reinforces your point about the need for information on the status page.

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules

Re: The communications company that doesn't communicate!

St3 — Mon, 19 Sep 2016 19:03:48 GMT

Re: The communications company that doesn't communicate!

rongtw — Tue, 20 Sep 2016 06:01:43 GMT

I cannot Belive a support agent told a customer to shut up and wait !!!

https://community.plus.net/t5/Fibre-Broadband/High-packet-loss-and-other-DNS-issues/m-p/1369504/highlight/true#M47164

Re: The communications company that doesn't communicate!

BrightonRock — Tue, 20 Sep 2016 17:08:42 GMT

Back to the sound of silence!