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Answers and Clarity

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Answers and Clarity

I hope that this will answer your questions and allow us to move forward
======================================================================

Why are you not emailing all customers about new prices and will
customers get refunded for the extra costs we have incurred?


This is not something that we are under any obligation to do, however we
did inform the customers who were directly affected. Those who were
going to have to move to a significantly different package in light of
the retraction of our fair usage policy were emailed to explain the
change paths available to them All the non affected customers are still
being provided with the account that they signed up for.

All the information surrounding our current product offerings is on the
portal, and this is the place where customers go to manage their
accounts. Anything from raising tickets, accessing webmail or
configuring your domain, this is also the place where product updates
and information are provided. None of this information is hidden and if
you had called the CSC or raised a ticket the information would still
have been provided to you.

Every email that is sent also comes with a link to the portal on it and
we do encourage customers to use the portal for information.

Customers have agreed to and paid for the service that they signed up
for and that is not something that has changed the new accounts are of
course open to any customer at any time.

Why are customers not being allowed to leave for free?

Customers chose to pay up-front for hardware and connection or to defer
those payments. If you’d chosen to pay upfront you wouldn’t expect to
receive a refund. The ADSL service and hardware has been provided and we
are offering customers the chance to migrate out with a fully activated
service to another provider. We are waiving any outstanding subscription
and contractual obligations, in line with our terms and conditions.

Who decided originally that all fees would be waived and then who
subsequently made the u-turn decision on this?


There was never any change of policy, there was some initial
miscommunication and this has been explained and reinforced to everyone.
As is explained above the costs outstanding for deferred hardware and
activation for example still have to be met.


Why do PlusNet deny existence of a usage cap ?

There is no hard cap on any of our broadband services. We have always
had an acceptable use policy. Can customers use their connections to
download off peak as much as they like, answer is yes. We however cannot
sustain those customers who are using their connection very heavily on a
persistent basis.

Why have you not learnt from your previous communications errors?

Simple answer is that we have, but we do still have some lessons to
learn. There is a good reason that I have been brought in alongside a
dedicated and hardworking comms team and that is to ensure that lessons
are learnt and reinforced and that issues such as this will not
continue. Internal communications have got a lot better recently,
although as this has highlighted we still have some way to go. I am from
a customer services background and I do understand the feelings and
opinions of our customers, as do we all. I am striving to ensure that we
make the service experience better for all our customers.

What effects will the new idle timeouts actually have on users will it
mean I cannot use VoIP and other services like it?



No, as the VoIP service and the soft phone client that we recommend have
an inbuilt system that means you will never miss a call as long as this
is running. Idle-timeouts will only apply to Broadband Plus and Home
Surf accounts, it will not be implemented on Premier, PAYG, Business or
any other type of account. Idle timeouts will occur if your system is
not being used and clearly if you are waiting for a VoIP call then it is
not idle.

What effect will the traffic shaping have on my account?

The reason that the whole traffic prioritisation has been brought it
means that during peek periods we will prioritise traffic from time
sensitive applications such as VoIP, HTTP and Email over the traffic
which is less time sensitive, so for example p2p will not have the same
priority at peak periods but it will not stop people using it if they
manage their downloads they will still be able to utilise all the
services including p2p fully.

Will the VMU be changed to calendar months rather then billing date?

At the current time we have no plans to do this as the vast majority of
our customers find that the system works as it is.

Will PlusNet listen to their customers and make changes accordingly?

Yes and the first stage of this is to come here and answer your
questions, while we may not be able to do everything that is asked for,
for obvious reasons, we will listen to you and take it on board.

Will someone stick their hands up and admit they have lots of customer
relations issues at present?


I think that I have done that and also let you know that this is
something that we are going to make better, I have stated in many
threads that I will be doing this and that is one of my very first
responsibilities. My main focus is going to be building up the dialogue
with our usergroup and our moderators as well as ensuring that our comms
team is serving our customers as best they can.

Do the Plusnet forums now count as official or unofficial support?

They are unofficial and this has not changed


Which paragraph of your Privacy policy prevents you from sending an
email about restructured Premier products to existing Premier customers?


On the privacy policy there is a link
http://www.plus.net/my.html?action=modifyMailOptions which allows you to
opt out of any non account specific emails. This then means that we
cannot send emails to a number of the customers and as all the
information is on the portal it is a far better and more efficient
method to get the information to people.

Would you say that this is the only topic which has preoccupied the
customers who were contacted - and it was therefore this discussion
which caused their accounts to be terminated.


I won’t talk specifically about individual customers in public. You are
aware that we have given notice to two customers. This has been
discussed at length and was not to do with one post or one comment. It
is the fact that we have seen continual and constant repeat postings and
had to commit a huge support resource to answering the same questions
many many times. We cannot justify commiting this level of support
without it being a detriment to the rest of our customers.
71 REPLIES
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Answers and Clarity

Quote
Why do PlusNet deny existence of a usage cap ?

There is no hard cap on any of our broadband services. We have always
had an acceptable use policy. Can customers use their connections to
download off peak as much as they like, answer is yes. We however cannot
sustain those customers who are using their connection very heavily on a
persistent basis.


Stew, this still doesn't answer anything. How can you say that customers can use their connections to download off peak "as much as they like" and then say "we cannot sustain customers using their connection very heavily on a persistant basis".

What is off peak? What is persistant? What is heavy?

This really ought to be cleared up!

However, thanks for taking a step and trying to understand! Smiley
Ben_Brown
Grafter
Posts: 2,839
Registered: 13-06-2007

Answers and Clarity

If someone is using their connection heavily but only at times when our network isn't being used much, then that doesn't cause any problems.

It someone uses their conneciton heavily when the network is busy, but does not do this very often, that doesn't really cause any problems.

It is only when people consistantly use their connections heavily at times when our network is busy that causes problems to other users, so we will then contact them to discuss their usage.
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Answers and Clarity

1/3 2 to go guys
Rich
Grafter
Posts: 184
Registered: 30-07-2007

Answers and Clarity

Will Home Surf customers lose their Static IP addresses?
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Answers and Clarity

It's a pity that you didn't answer the most important of my questions appended to the AG list, namely:

Do you accept that Carol Axe has given a written undertaking to *all* Premier customers to contact them proactively to explain how the new Premier "up-to" products affect them individually?

Please try answering a straight question with a straight answer.

Simon
Ben_Brown
Grafter
Posts: 2,839
Registered: 13-06-2007

Answers and Clarity

From the email pr100 has linked to previously:
Quote
We are improving contention ratios for all Premier customers from 50:1 to 30:1 – lower numbers mean a better connection for you (for more information about this improvement please view the support page linked below). We will be contacting our residential Broadband Premier customers from today to explain how this improvement applies to them specifically.


This is what Carol has promised, and we have done this. The promise was to contact all customers about the Plusnet contention on their accounts, not to inform them all of the new products.
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Answers and Clarity

:roll: i didnt get no email, read about it on another forum and headed to www.adslguide.org.uk

You would think Plusnet would have some proper official statement somewhere on the website explaining everything :roll: ..... FULLY EXPLAIN

i migrated to plusnet will i incur any charges if I choose to leave because of this change in the T&C'sHuhHuhHuh
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Answers and Clarity

Quote
I hope that this will answer your questions and allow us to move forward

Why do PlusNet deny existence of a usage cap ?

There is no hard cap on any of our broadband services. We have always
had an acceptable use policy. Can customers use their connections to
download off peak as much as they like, answer is yes. We however cannot
sustain those customers who are using their connection very heavily on a
persistent basis.


Stew

As a customer I demand a full answer to this, so in future I know exactly where I stand.

"Can customers use their connections to
download off peak as much as they like, answer is yes"

Please give me the exact times +N consider to be off peak


"We however cannot
sustain those customers who are using their connection very heavily on a
persistent basis."

does that statement not contradict the first, (If I use my conection heavily off peak) when you have just stated I can do so.

please clarify
exactly off peak times and Gb per month (off peak)


Simon
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Answers and Clarity

Simon, If you have any knowledge of the service PN provide you will know that the off peak times vary. Off peak means a time that is not busy, therefore off peak is when the network is not busy.
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Answers and Clarity

Quote

Your username: watty2000

Dear Mr [removed,]

Following our recent announcements about the implementation of the proposed fair usage system, we have taken the decision not to implement fair usage. This decision is in no small part due to the changing broadband market and the requirement to ensure that a minority of customers does not continue to impact the experience for the majority.

Withdrawing the fair usage system is not a decision that has been taken lightly and alternatives have been in consideration for some time. We believe that the way to move forward is by continuing to manage our broadband service through contention.

- What is contention?
When you connect to the Internet using ADSL broadband technology you are in effect sharing the connection infrastructure with other customers. The term 'contention' is simply a ratio used to measure the extent of this sharing. Learn about contention in our Beginner's Guide - http://www.plus.net/support/features/contention_guide.shtml

- What happens to my account?
1. There will be no change to the subscription for your service.
2. We will improve the contention level that you registered for, from 50:1 to 30:1. By managing broadband through contention, we can continue to provide you with an enjoyable Internet experience without introducing fair usage guidelines.

Thank you for taking the time to read this information. If you would like further detail, please visit this support page - http://www.plus.net/support/adsl/fair_usage_update.shtml

With regards,

Carol Axe
Customer Services Manager
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Answers and Clarity

hey simon, they'll probably tell u to look at their bandwidth usage graph, i hav tried at the least busiest times of "4/5am - 8am" BUT i think downloads are still capped at 30KB/Sec. I am on Broadband Plus though

Plus net suck, surely they should just set definite peak and off-peak times
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Answers and Clarity

My point exactly, how is anyone going to no if they have "commited a crime or not" untill well after the event
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Answers and Clarity

But the entire point of off peak is that it is when the network is quiet this could be in the middle of the day or the middle of the night, unlike a service such as the Glasgow District Subway for example; it will be busy:

1) In rush hour when everyone is heading to and from work.
2) When there is a football match or other event on near one of the stations (especially old firm derbys at Ibrox).

Therefore they know roughly when it will be busy and they need less customers as capacity is streched and when it will be quiet and need to fill the trains to make the most out of the system.

BB habits will change with time though if everyoen starts downloading at what was off peak that will then become peak time.
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Answers and Clarity

Again my point exactly

hence my question for clarity from the Admin :roll:

your slow but your getting my point Wink

The sticky is tittled "Answers and Clarity"
I am just asking for the clarity that was ommited from the first post :lol: