topic Re: Plusnet's Status Page. in Plusnet Feedback

Plusnet's Status Page.

nozzer — Thu, 26 Oct 2017 12:20:18 GMT

Over the past three months there have been quite a few problems with the email server(s) one way or another, and there is another one today. Back in August I vented my spleen about the lack of any Status Notifications over this, and other problems. The Status page has now become the BT routine maintenance page. Back in 2002 when I joined PN, they were proud of the fact that they were "open and honest" about problems, so that customers could keep up to date and not flood the helpdesk with the same questions. That to me is pure logic!

Now it's just died! Surely it makes sense to publish a problem list via some sort of status page doesn't it? We are all paying customers who have a right to be kept informed about the service we get. Any less than this is just plain ignorance and professional incompetence!

Could someone please let us know why we can't have the status page kept up to date with information that actually affects us, not just BT routines.

Re: Plusnet's Status Page.

Harold1066 — Thu, 26 Oct 2017 14:15:19 GMT

I too have been experiencing email problems today. My problems are with the POP server - I am getting a 0x800CCC90 error. The email client says 'connected' and then after a while I get this error. I can access my emails via webmail which is not my preferred method.

There is nothing on the status page - email has an 'amber' status but all the comments relate to webmail.

I reported this via a 'chat' and was told it was a known issue and would be corrected 'shortly'. There was an implication that the online pages would be updated.

It would save us all a lot of time if there was accurate information on the status page.

I suppose I should be grateful because the last time I rang the call centre I was told that it was an error with the way my emailclient was configured. Odd since I hadn't touched it. I work in IT and know how to configure an email client! I expect the call centre agent has to meet targets and if the end user can be blamed then the call can be cleared quickly.

So please update the status page with accurate information!

Re: Plusnet's Status Page.

Harold1066 — Thu, 26 Oct 2017 14:23:19 GMT

POP server has just leap back into life! I wonder how long for!

Re: Plusnet's Status Page.

rongtw — Thu, 26 Oct 2017 14:27:58 GMT

Another thing is that when there is a problem its always " We're currently aware of an issue affecting a small number of customers "

Re: Plusnet's Status Page.

rongtw — Thu, 26 Oct 2017 14:48:30 GMT

two minutes after my post Hey presto

https://community.plus.net/t5/Service-Status/Email-Problems/m-p/1486825/highlight/true#M237

Re: Plusnet's Status Page.

nozzer — Thu, 26 Oct 2017 15:44:56 GMT

@plusnet.... all you have to do now is make sure that someone is allocated to keep the status page updated properly. Just think of the hassle you could save yourselves!

Re: Plusnet's Status Page.

rongtw — Thu, 26 Oct 2017 16:05:19 GMT

Unfortunately Plusnet spend more time on Twitface support ,, they must think its more important than the forum

Re: Plusnet's Status Page.

jelv — Thu, 26 Oct 2017 16:14:23 GMT

We know some customers are experiencing problems when trying to use a client to pick up their mail i.e. Outlook or Thunderbird

@HarryB

This always annoys me. It would be good if you learnt the difference between "i.e." and "e.g" - or are you saying that the issue specifically affected users of those two mail clients only and that anyone using a different email client would be unaffected?

linky

Re: Plusnet's Status Page.

nozzer — Fri, 27 Oct 2017 08:44:51 GMT

Another thought... am I correct in assuming that there is actually a Customer Services Manager? If there is, does (s)he look at the forum pages, particularly this Feedback page, or is there a system in place to ensure that comments like these are referred to him/her? If not, then I would regard it as a matter of priority to make sure that there is.

There have been many critical posts in these pages. If they are just being ignored then what's the point of having a feedback page? Many of the older generation who use PN are, or have been, in management positions (some very senior), and can see where the shortcomings are in the way Customer Service is managed. The manager responsible for CS should be practicing "management by walking about", or simply put, visit the coal-face more often! Have a look at the kind of feedback being posted and learn from it. Otherwise the kind of comments posted here will remain mostly critical and openly visible to anyone who wants to see them. Not really a way to attract customers!

Right, rant over!

And a lift from the Plusnet Careers page... hmmmmmm.

About The Customer Service Centre

If you have a passion for delivering excellent customer service in a performance driven environment – welcome!

The Plusnet Customer Service Centre operates in Sheffield and Leeds and is responsible for delivering the award-winning customer service that Plusnet’s known for.

Our advisors don’t use scripts. We want you to work on your own initiative, have amazing conversations with our customers and use your skills to deal with requests as quickly and efficiently as possible.

The Plusnet Customer Service Centre is made up of a number of teams with people from a wide range of backgrounds. All of them share the common goal of delivering outstanding customer service.

Re: Plusnet's Status Page.

Harold1066 — Fri, 27 Oct 2017 09:04:42 GMT

I agree with nozzer's comments.

I am also unclear how Plusnet become aware of issues. For some problems it would be obvious very quickly! But for others, such as the problem with POP servers it may take longer. I suspect that a great many customers use webmail. Certainly speaking to my friends that is the case - they seem to be unaware that you can set up an email client and store your emails on your own machine!

It doesn't help not being able to raise tickets. It also doesn't help when the call centre doesn't accept that there is an issue at their end but assumes that you [the end user] is in error.

If services are not being monitored then the only way that they are going to be aware is if someone tells them!

Without an appropriate service status message then they will get a lot more calls than they need get which takes staff away from fixing the problem.

In this case the service status message was logged at 15:29 with the resolution message at 16:31. The problem had first occurred at around midday - I had a live chat with the service centre at 13:39 [although the transcript is times at 08:39 EST - odd when we are in the3 UK].

Could do better.

Re: Plusnet's Status Page.

Oldjim — Fri, 27 Oct 2017 09:45:48 GMT

The problem had first occurred at around midday

actually I noticed it and posted at 10.00am

Re: Plusnet's Status Page.

rongtw — Fri, 27 Oct 2017 09:51:39 GMT

The Main problem with plusnet is they are believing their previous awards , and they dont need to improve

Its like every time there is a major problem all plusnet says is give us time we will get there

It has been said that many time now no one believes them

I don't think any managers visit here because they are afraid of the truth about how bad support is getting , its about time they stopped concentrating on increasing customers with free offers and get support fixed to the level it was a few years ago .

at the moment they are just fighting with Talk Talk to get to the bottom of the pile

Re: Plusnet's Status Page.

Oldjim — Fri, 27 Oct 2017 10:05:09 GMT

like the new accounting system - was that a pig I saw flying past the window

Re: Plusnet's Status Page.

nozzer — Fri, 27 Oct 2017 10:50:54 GMT

Anyone fancy applying for this job which is currently on Plusnet's vacancies page...

https://careers.plus.net/customer-insight-analyst/

You will investigate behaviours and demographics, becoming an expert in our Customers. You will be a part of developing market-leading strategies, presenting and engaging with a wide variety of audiences including Senior Leadership.

Your data analysis skills will be put to work building Propensity Models using the internal customer database. This will help to identify Retention, Acquisition and Cross-Sell opportunities to guide our customer contact strategy. You will look at the ways in which we communicate with our existing and new customers, including email & outbound calls.

Re: Plusnet's Status Page.

rongtw — Fri, 27 Oct 2017 11:05:12 GMT

@nozzer this is a better one

https://careers.plus.net/customer-advocate-leeds/

In this role you will have the ability to identify root cause of complaints and or dissatisfaction, understand common themes driving complaints and dissatisfaction from our customers and give feedback that will enable us to improve the customer experience.

The role requires you to reduce risk and driving the 'prevention' as well as the cure. You will also analyse trends in customers’ complaints and dissatisfaction that will enable us to hold areas accountable for change and or improvement. You are also responsible for driving the adherence to compliance metrics across the operation

Identifying customer issues, raising problems, resolving them, and driving a better customer experience every time.

Re: Plusnet's Status Page.

Townman — Sat, 28 Oct 2017 17:17:53 GMT

Effectiveness (or otherwise) of the service status pages / forum posts is a matter the SUs have raised. Each time that we note a failure to notify a service issue via the service page, we do flag it up. These features have to be part of mitigating support call volumes.

The reality is that often the focus is on resolving the issue and "publicising" the issue takes a lower priority. In some ways this is sensible, in others its complete madness ... its not until a problem has been looked at can one know if it is going to be an extended issue ... of fixed in a short time frame ... possibly quicker than it takes to profile, describer and agree a public briefing statement.

For example I complained this week about there being no service status notice on the POP/IMAP access failure ... by the time the service status got published ... the problem was resolved.

Re: Plusnet's Status Page.

nozzer — Sat, 28 Oct 2017 16:57:47 GMT

And in the mean time dozens of people had invaded the support phone line, most to be told that there isn't a problem! That's another way a working status page would help, by releasing up to date information to the support desk.

Re: Plusnet's Status Page.

rongtw — Sat, 28 Oct 2017 19:12:48 GMT

Plusnet dont look like they want to report a problem , on the status page unless they get pushed

Re: Plusnet's Status Page.

nozzer — Thu, 16 Nov 2017 06:22:49 GMT

Once again, the email servers are playing up (see Email forum) and once again no status announcements. Roll on the Revolution!

Re: Plusnet's Status Page.

nozzer — Thu, 16 Nov 2017 08:59:08 GMT

It's one thing for Plusnet to advertise jobs for people to analyse customer service complaints, that no doubt pay quite a few tens of thousands of ££ (see the jobs page), but why not keep an eye on what the customer is actually saying now? That just ain't happening. It's not right that the paying PN user should be left to diagnose PN problems by themselves. What do we pay PN technical staff for?

This really has got right up my nose now! Right up!!!!!!!!!