topic Re: Plusnet 2nd most complained about ISP after TalkTalk in Plusnet Feedback

Plusnet 2nd most complained about ISP after TalkTalk

jelv — Fri, 19 Jan 2018 19:31:21 GMT

http://www.bbc.co.uk/news/technology-42746776

The industry average for complaints about broadband was 18 per 100,000 people, Ofcom said.

TalkTalk had 30

Plusnet 27

BT 25

Virgin Media 14

EE 10

Sky 7

With TalkTalk saying they are making radical improvements

In response, TalkTalk said closure of customer service centres in India had been partially to blame.

"That move, and a radical shift to self serve, is already delivering a material improvement in customer satisfaction and we expect complaint data for 2018 to reduce significantly," the firm said in a statement, adding that it was "disappointed" by the figures.

will Plusnet be "winning" another award when the next report comes out?

Re: Plusnet 2nd most complained about ISP after TalkTalk

shutter — Fri, 19 Jan 2018 19:48:02 GMT

@jelv wrote:

http://www.bbc.co.uk/news/technology-42746776

The industry average for complaints about broadband was 18 per 100,000 people, Ofcom said.

TalkTalk had 30

Plusnet 27

will Plusnet be "winning" another award when the next report comes out?

Looks like it`s in the running ..... 2nd place at present... and they only want to improve on things....don`t they ?

Give them time...... and they`ll get there.... !

Re: Plusnet 2nd most complained about ISP after TalkTalk

rongtw — Fri, 19 Jan 2018 22:33:57 GMT

No response from plusnet ?

Re: Plusnet 2nd most complained about ISP after TalkTalk

cwaite — Fri, 19 Jan 2018 22:49:25 GMT

It was in the bag really, things have been going down hill since the ex-CEO of Dixon's Group (Currys / PC World) took over as CEO of plusnet. Dixon's Group customer service was dire under him and he's dragging Plusnet's CS down in the same way!

The days of when we (the customer) could be proud of Plusnet are long behind us unfortunately.

Re: Plusnet 2nd most complained about ISP after TalkTalk

shutter — Fri, 19 Jan 2018 22:54:52 GMT

@rongtw wrote:

No response from plusnet ?

It`s Friday night.....

Give `em time... ! ! ! ! ..

Re: Plusnet 2nd most complained about ISP after TalkTalk

rongtw — Sat, 20 Jan 2018 08:08:39 GMT

@shutter sorry ,, i forgot i will have to wait till Monday for a reply

Re: Plusnet 2nd most complained about ISP after TalkTalk

billnotben — Sat, 20 Jan 2018 10:29:38 GMT

Give them a chance.

They're in the middle of a big staff recruitment drive and just about to update the billing system.

Re: Plusnet 2nd most complained about ISP after TalkTalk

rongtw — Sat, 20 Jan 2018 11:57:35 GMT

😇 another 8 years then

Re: Plusnet 2nd most complained about ISP after TalkTalk

mssystems — Sat, 20 Jan 2018 13:48:05 GMT

The industry average for complaints about broadband was 18 per 100,000 people, Ofcom said.

TalkTalk had 30

Plusnet 27

BT 25

Virgin Media 14

EE 10

Sky 7

Worth pointing out that 2 of the top 3 are owned by BT ?

From the same article

The watchdog received nearly 250 complaints a day about communications services from July to September 2017.

The regulator is handling one call every 30 seconds. We can guess who ends up paying for that.

Re: Plusnet 2nd most complained about ISP after TalkTalk

ejs — Sat, 20 Jan 2018 16:34:45 GMT

The actual Ofcom PDF states:

On average, we receive nearly 250 consumer contacts a day, by
telephone call, email and letter. Many of these contacts result in complaints, and some
contain more than one complaint.

250 a day does not equal 1 per 30 seconds.

250 in 24*60*60 seconds, 86400/250 = 345.6, so 1 every 5 minutes and 45 seconds.

Think about it. 1 every 30 seconds would be 2 per minute, which would be 120 per hour.

Re: Plusnet 2nd most complained about ISP after TalkTalk

mssystems — Sat, 20 Jan 2018 18:15:22 GMT

250 in 24*60*60 seconds, 86400/250 = 345.6, so 1 every 5 minutes and 45 seconds.

Think about it. 1 every 30 seconds would be 2 per minute, which would be 120 per hour.

I did think about it. I checked the opening hours first.

Business hours only. 250 / 8 = 31 / hr

We are both wrong.

That'll teach me to do maths when I am outraged, with a hangover

Re: Plusnet 2nd most complained about ISP after TalkTalk

jelv — Sat, 20 Jan 2018 18:55:13 GMT

The chances of them responding to this are about the same as the chances of them responding to my post detailing why I left.

https://community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/m-p/1389353

Posted over a year ago, 83 likes/thanks from other users and no response from Plusnet.

I actually think things have got worse since I made that post.

Re: Plusnet 2nd most complained about ISP after TalkTalk

Jonpe — Sat, 20 Jan 2018 23:25:33 GMT

cwaite wrote:

The days of when we (the customer) could be proud of Plusnet are long behind us unfortunately.

That line got me thinking: Would it be possible to set up an ISP as a cooperative, i.e. the customers owned the company? Or would the capital required be prohibitive?

Re: Plusnet 2nd most complained about ISP after TalkTalk

Browni — Sun, 21 Jan 2018 01:20:37 GMT

Hmmm

Re: Plusnet 2nd most complained about ISP after TalkTalk

rongtw — Sun, 21 Jan 2018 07:35:57 GMT

Plusnet will not reply at all its commercially sensitive , But what is most worrying is the fact they are not taking any steps to improve

And still advertise on TV and Radio as a award winning ISP , it has been said in several posts that PN are just following TalkTalk

well they have done a good job there