topic Re: worst provider in Plusnet Feedback

worst provider

rongtw — Thu, 13 Apr 2017 14:07:56 GMT

I saw a post on the forum and followed it to this page dated 29 MAR 2017 http://www.mirror.co.uk/money/most-complained-broadband-providers-britain-10121732 .

Plusnet and BT have been named and shamed as the worst broadband providers in Britain for customer service - for the second time running.

would Plusnet care to reply ?

Re: worst provider

Townman — Thu, 13 Apr 2017 15:43:14 GMT

If its published by the Mirror, surely you don't believe its true?

Re: worst provider

Oldjim — Thu, 13 Apr 2017 15:48:56 GMT

why not - because it is true https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/telecoms-pay-tv-complaints-march-17

Re: worst provider

ejs — Thu, 13 Apr 2017 15:53:28 GMT

Ofcom release the data at regular intervals:

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/latest-telecoms-and-pay-tv-complaints-revealed

This was released yesterday and may be more interesting:

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/service-quality-telecoms-providers

Plusnet’s landline and broadband customers waited longest to have their call answered (7 minutes, 27 seconds on average), with more than one in five of its customers (21%) hanging up before getting through.

Re: worst provider

Townman — Thu, 13 Apr 2017 16:41:13 GMT

@Oldjim wrote:

why not - because it is true https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/telecoms-pay-tv-complaints-march-17

@Oldjim - Jim I was being ironic!

Re: worst provider

Gel — Thu, 13 Apr 2017 17:48:36 GMT

SHAMEFUL.

Re: worst provider

chenks76 — Fri, 14 Apr 2017 06:52:13 GMT

i think everyone here would be happy if it actually was an average of 7 minutes.
when in reality most will know it much much longer than that.

Re: worst provider

alanf — Fri, 14 Apr 2017 10:54:39 GMT

Perhaps the PR people will regret featuring wooden spoons in the Plusnet adverts.

Re: worst provider

Jonpe — Fri, 14 Apr 2017 11:37:26 GMT

It's not always helpful to deal in averages. If you are the first few callers of the day you'll get straight through, other callers won't be counted because they hung up (in most cases after an unacceptably long wait), by definition most people will call at the most popular times, when the waiting time is the longest. The average may well be seven minutes but if you are only able to call at a time when most other people are able to do so, the seven minutes is meaningless. The number of calls in the queue isn't a good guide either; some people need a long time to explain their problem and get it dealt with while others only want a straight forward answer to a query.

Re: worst provider

chenks76 — Fri, 14 Apr 2017 12:13:47 GMT

if only they had an alternate method of raising issue without having to call, something like an online ticket system.
oh wait.......

Re: worst provider

mgfvvc — Sat, 22 Apr 2017 13:28:20 GMT

It seems to depend on what you are measuring.

Apparently Talk Talk is the worst, followed by BT, with PlusNet somewhere near the middle, if you believe these results?

Re: worst provider

Gel — Sat, 22 Apr 2017 15:35:48 GMT

I saw a PN Mobile ad today quoting our "Brilliant Cust. Service"; how can this be claimed.

In my view as a Marketing professional I am firmly of the belief this breaches the ASA Code of Practice.

Re: worst provider

dvorak — Sat, 22 Apr 2017 16:32:33 GMT

this discussion was about broadband not mobile, that may well be regarded to have brilliant customer service,

Re: worst provider

Gel — Sat, 22 Apr 2017 17:00:08 GMT

Don't monitor the mobile thread, but had assumed Mobile used same PN Cus Service resource.

Even if not, the press ad. is under PLUS NET brand and refers to "Our brilliant etc..." and so

ad readers will assign claim to PLUS NET as a whole.