topic Re: Ooh bad news, Plusnet. You nearly won an award. in Plusnet Feedback

Ooh bad news, Plusnet. You nearly won an award.

Andrue — Tue, 20 Dec 2016 12:16:53 GMT

http://www.theregister.co.uk/2016/12/20/bt_and_plusnet_most_moaned_about_broadband_providers_again/

Re: Ooh bad news, Plusnet. You nearly won an award.

SpendLessTime — Tue, 20 Dec 2016 12:24:46 GMT

But but but Plusnet say that they have more satisfied customers than Sky.

Yet Sky has only 7 complaints per 100,000 to Plusnet's 30. And last quarter Plusnet was only 23 so in 3 months complaints have increased by 30%.

Shocking reading but I guess most of us who frequent this forum are not in the slightest bit shocked.

Re: Ooh bad news, Plusnet. You nearly won an award.

billnotben — Tue, 20 Dec 2016 13:52:08 GMT

A lot of these so called awards are worthless anyway.

Like the multitudes of celebrity ones where they all pat each other on the back telling everyone what a fine job they're doing.

Re: Ooh bad news, Plusnet. You nearly won an award.

rongtw — Tue, 20 Dec 2016 13:59:01 GMT

Dont Forget Plusnet will do you proud

Re: Ooh bad news, Plusnet. You nearly won an award.

billnotben — Tue, 20 Dec 2016 14:03:57 GMT

@rongtw wrote:

Plusnet will do you ~~proud~~

Re: Ooh bad news, Plusnet. You nearly won an award.

ITWorks — Tue, 20 Dec 2016 14:38:05 GMT

So PN are the most complained about provider for fixed lines and 2nd only to BT for broadband.

What a shambles , PN are you actually doing anything to improve service levels?? as these result are just as bad as last time !!!.

Also more info here

PN instead of telling the world how great you are here , why don't you also publish the Ofcom result there as well, to give a much more balanced view of how you perform?

Re: Ooh bad news, Plusnet. You nearly won an award.

Anonymous — Tue, 20 Dec 2016 14:52:00 GMT

Interestingly, on Plusnet's how great we are page, the source for the data is given as:

"Source: GfK Consumer Attitudes Tracker April 2016 – March 2017."

It would seem their crystal ball works rather better than their billing system...

Re: Ooh bad news, Plusnet. You nearly won an award.

MattyC — Tue, 20 Dec 2016 15:15:24 GMT

We’re disappointed with these results as we want the best for our customers. We’re determined to improve and have been working on a number of changes to make this happen. We’re committed to doing our customers proud.

Matty

Re: Ooh bad news, Plusnet. You nearly won an award.

St3 — Tue, 20 Dec 2016 15:24:49 GMT

cmon matty its christmas not april fools

Re: Ooh bad news, Plusnet. You nearly won an award.

rongtw — Tue, 20 Dec 2016 15:39:00 GMT

@MattyC PN have been promising to GET THERE all the 7 years i have been here

Has Anything changed ? Yes we got a new forum !

Phone call waits ,,,, Still the same

New Billing system ,,,, still waiting

Ticket wait times well they were removed as it was easier than actually fixing it

Employ more staff ? well thats a strange one , we do see a few new names BUT they dont seam to last long and still advertising for more staff

and then did you read Jelvs post ?? https://community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/td-p/1389353

So i have to ask Do any management actually listen to customer feedback ?? I Think NOT

Re: Ooh bad news, Plusnet. You nearly won an award.

ITWorks — Tue, 20 Dec 2016 15:54:15 GMT

We’re disappointed with these results as we want the best for our customers. We’re determined to improve and have been working on a number of changes to make this happen. We’re committed to doing our customers proud.
Matty

@MattyC looking at the Q2 results here which PN was 2nd for most complained for broadband and fixed line

Today's Q3 results are even worse as you have stayed 2nd for broadband and now up to 1st for fixed lines.

So what ever is been done, is currently showing zero positive impact

Re: Ooh bad news, Plusnet. You nearly won an award.

Townman — Tue, 20 Dec 2016 16:17:09 GMT

@MattyC,

I am sure that those of you in the customer service teams are trying hard to make things better ... the problem is whoever is steering the ship keeps steering for the rocks.

I know that you guys have better compasses and know where the rocks are; if given half a chance could also make a massive difference to customer perceptions. The ship needs a new captain ... but we've said that here for a long time. Sad thing is that many of the system guys who knew how to implement improvements have gone ... because no one listened to their "There's rocks over there, don't go in that direction, you'll sink the ship" warnings.

We know, you know what the issues ae, but because of "those right up there" you are not allowed to be honest about matters ... until there is honesty, nothing is going to get fixed. There is no doubt that PlusNet have their own internal issues, but it really does not help that BT Openreach are still pouring alligators into your swamp whilst your own bosses are digging the swamp deeper and wider.

Re: Ooh bad news, Plusnet. You nearly won an award.

rongtw — Tue, 20 Dec 2016 17:03:08 GMT

Top Management and ROSE TINTED GLASSES spring to mind

Re: Ooh bad news, Plusnet. You nearly won an award.

gleneagles — Tue, 20 Dec 2016 17:47:28 GMT

@Townman

But those at the top have a different agenda and that is to make as much profit as possible for the company, how this is done hardly matters providing it's legal.

As I understand it PN have made increasing profits over the years with a increase in customers, providing the increase always exceeds those who leave then no problem.

Re: Ooh bad news, Plusnet. You nearly won an award.

billnotben — Tue, 20 Dec 2016 18:10:11 GMT

@gleneagles wrote:

@Townman

that is to make as much profit as possible for the company, how this is done hardly matters providing it's legal.

That's business for you.

Tell customers what they want to hear = more profits

Actually doing what customers want = less profits

It's a no brainer, in every sense, but don't expect to get any rewards for it.

Not something to teach the kids is it. Whatever you say your going to do just don't bother. Empty promises that's the way to get ahead in life.

Re: Ooh bad news, Plusnet. You nearly won an award.

MauriceC — Tue, 20 Dec 2016 18:15:28 GMT

@gleneagles wrote:

@Townman

As I understand it PN have made increasing profits over the years with a increase in customers, providing the increase always exceeds those who leave then no problem.

So it's a sort of pyramid scheme? Appears to work well for a time but inevitably crashes and burns.

Re: Ooh bad news, Plusnet. You nearly won an award.

gleneagles — Tue, 20 Dec 2016 23:24:07 GMT

New boss arrives and increases profits by reducing staff and service, after a few years he applies for a higher paid job as his cv clearly shows how much profit he made in his time there, next boss arrives and does the same thing but at some stage something gives, we have seen it in the nhs and many private companies so if you happen to be the boss at that time everything is your fault so a smart boss knows when the brown stuff is going to hit the fan and moves on.

Not quite as serious in a government post, failure usually results in promotion.

Re: Ooh bad news, Plusnet. You nearly won an award.

rongtw — Wed, 21 Dec 2016 07:11:16 GMT

Well Andy Baker took over in 2013 , when PN was Good since then it has gone downhill

So he now must be due a move back to BT to leave the sinking ship that is Plusnet .

Re: Ooh bad news, Plusnet. You nearly won an award.

SpendLessTime — Wed, 21 Dec 2016 09:05:49 GMT

Interesting point raised on TBB forums by Andrew which I'll quote here

Oddly the fact that TalkTalk and Sky have such low complaints suggests that maybe Openreach is not the root cause of the big difference that BT and Plusnet have, since its supposed to be equal treatment to all providers, and if anything plenty claim BT Consumer get favourable.

The data certainly suggests that the remedy is less to do with a seperate Openreach and more to do with how big providers differ in how they handle complaints.

http://forums.thinkbroadband.com/general/t/4522031-bteepn-broadbands-top-the-complaints-table-q3-2016.html

Re: Ooh bad news, Plusnet. You nearly won an award.

MauriceC — Wed, 21 Dec 2016 09:42:18 GMT

There is also a potential difference in how robustly they handle OR's many deficiencies. Even smaller ISP's like A&A formally challenge BTOR to justify many of their 'slopy shoulder' type responses whilst Plusnet just seem to accept any response as non negotiable.