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First (and perhaps last) posting. T&Cs superceded.

N/A

First (and perhaps last) posting. T&Cs superceded.

Below (my emphasis added) is a small saga on a running ticket.

I received a 20gig email warning and had never been notified about any possibility of such an action or restriction being imposed upon my account. I have heard of no changes since the email from PlusNet last September. As the more patient of you will see below, all I wanted was
1) to be told explicitly what the policy was and not to be directed to changeable webpages.
2) to know why I wasn't informed of these changes 14 days before they were to be enacted as listed in the T&Cs.

Question 1 took some time because of the combination of a lack of explicitness on the part of PlusNet, and naive thick headedness on my part. I understand the policy and can live with it, though I could have done so better with advance warning rather than retroactive punishment.

Question 2 was the disturbing bit once it was explained to me. That this change 'was brought in to protect our network and as such is NOT a change in the terms and conditions'. So PlusNet could decide to cancel all p2p usage in the interests of protecting their network and not tell me? That seems rather, um, wrong.

So my question to the forum is this: Because the only way to find out changes or limitations are being placed on accounts is to come to this forum, could a prefix to subject headers be made saying that the message addresses some change of service? Perhaps a separate forum for such things? Having finally looked through this forum, I don't want to have to wade through countless complaints (yes, like my own) in order to get a real explanation of changes of service and their impact on a real account.

Communatively frustrating Customer Support and myself,
JP

Raised: 2006-01-12 12:48:48 by: You
2006-01-12
12:48:48
You
Open : [Support Wizard Journey]
[Customer has agreed to lower usage and is aware restrictions will be applied following a failure to do this]
[Additional Information]
Please lift the restrictions from my account, and forward the following statement to the appropriate party.

This is a complaint not about the Usage Policy, upon which I apparently do not yet understand well enough to comment, but its implementation. I can understand the need for capping, even if that isn't the popular word for it for marketing purposes, and have been monitoring my usage accordingly. According to your Usage Guide (http://www.plus.net/support/broadband/network/sustainable_usage_guide.shtml) peak time is 4pm-12am, during which I have used over 11 gig. Daytime downloads add up to 11 gig, with a total of all three time slots of over 35gig. Thus I am well below the 30gig allowed for peak time as well as well below the 100gig total use.
If, as would seem to be the case, there has been a change to the terms and conditions referred to in your last email to customers that took effect last September, let me know the policy and apply it to me next month. I thought I was being sharp by following your Sustainable Usage Guide (which I found by following a link to your contention information page mentioned in your email regarding new Terms and Conditions last September), and then following a related link. These T&C talk about the implementation of your Usage Policy about packages other than my own Premier account and so technically the limitations suddenly imposed on Premiere accounts in your Usage Guide shouldn't apply without further notification from you. After all, those terms and Conditions include:

'24. How this Agreement can be changed
We may change this Agreement, including our Charges, at any time. We will give you at least 14 days notice of any changes before they take effect.'

Having received no notice, but understanding the spirit of the situation I modified my usage according to your guide even though I hadn't been notified, which I thought was quite cooperative of me, considering how that limitation involved me actually _reading_ the T&C and following two links to find this information. PlusNet has never brought my attention to any change to the Usage Policy as outlined in September's T&C, I was just being nice. Now I get an email that tells me that I am in excess of a limitation about which I was never informed, and a link to a page I have never seen. As a loyal customer I have to say that, if I understand this correctly (and PlusNet has made no effort toward helping me do so), this implementation of what may be a sensible policy is Wrong and Bad and in violation of your T&C. Please don't do this as it makes aggravation all around and reflects poorly on what has otherwise been an excellent service.
Largely a moot point for me anyhow, as my external hard drive died on me yesterday.
Respectfully, JP

2006-01-12
17:28:36
Link:CUAremoved
IE - Network Support & Problems Assigned : [ INTERNAL NOTE ]

This account is not being managed via the Sustainable Usage Policy.

Please also note that the Vision for 2006 management currently defines peak time as 8am to 12 midnight.

Regards,
Link:CUAremoved

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-01-12
20:23:53
You
Assigned : I am glad that my usage is unlimited, thanks for clearing that up.
Presumably the peak times are irrelevent to me thanks. Please
do notify me 14 days in advance before any change in this
arrangement, or if something in your internal 2006 Vision will be
applying to me in any relevant way. As I said, I am a loyal
supporter of PlusNet so I'm glad I misunderstood (not
suprisingly, to be fair) what looked to be a poor implementation
of policy and I'm also glad you are making good on your
commitments.
Thanks again,
JP

2006-01-13
07:29:35
Link:CUAremoved
Customer Support Centre Actioned : Dear Mr Pendragon,
Your account is not being managed by the Sustainable Usaage Policy, however there is also a traffic management policy which you may not be aware of. For full details of this, please see: http://portal.plus.net/support/member_features/vision.shtml .

Regards,
Link:CUAremoved

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-01-17
09:48:23
You
Assigned : Alright then, here's the bit where I make sure that I understand
this correctly based upon your helpful responses. Reading
through the link supplied, it would seem that your traffic
management policy governs all traffic by account type, and your
sustainable usage policy manages traffic by individual account
with a policy that is also separated by account type. That is, your
TMP applies to everyone in a particular way (gold, silver, and
bronze prioritisation) if they are have a Premiere account and
does not change based upon the actions of the individual, while
the SUP applies does 'react' to the actions of an individual
account holder.
So far, I have seen no page that says that I, as a Premiere
customer (and one who has been told that SUP does not apply),
should have been sent an email. I presume that, as confusing as
the setup seems to be, that it was sent to me in error and that the
cap has been lifted. Sorry for torturously walking you through
that. There is no need for any action to be taken if I have the gist
of it correctly.
I am delighted to have grasped the wrong end of the stick on
this. It briefly looked to me that PlusNet was changing our
agreed Terms and Conditions without the required notification
(and obviously posting it on some page is not notification). To be
fair to myself, I did receive an email out of nowhere talking about
things about which I had never been informed with the result of a
constraint put on my service, so I should be forgiven for that. I'm
just glad PlusNet is keeping true the good things I've said about
it.
JP
2006-01-17
09:56:36
You
Assigned : PS (sorry), I forgot to mention that we agree that the initial bit that
showed up in your response:
[Customer has agreed to lower usage and is aware restrictions
will be applied following a failure to do this]
was news to me and does not apply to me after all, that I have
not agreed to lower usage (though I will anyhow due to my dead
external hard drive), and that no reply I have yet received has yet
made me aware that restrictions will be applied following a
failure to do this. Just being clear. As it does seem that a cap is
still in use on my account, I would appreciate that redressed at
your earliest convenience.
Thanks again, JP

2006-01-17
10:08:35
Link:CUAremoved
Customer Support Centre Actioned : The email you were sent does refer to traffic management which applies to all premier customers.

The following link gives more information including levels of usage and action taken:
http://portal.plus.net/support/broadband/network/traffic_management.shtml

This policy does not form part of our terms and conditions in the same way that the Sustainable Usage Policy does but is covered in the respect that we can make any changes to traffic prioritisation which we feel would benefit our customers and our network.

I apologise if this has caused confusion.

Regards,
Link:CUAremoved

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-01-17
10:28:40
You
Assigned : Thanks for your very quick response.
I understand that traffic management applies to all Premiere
customers, and that traffic management refers to PlusNet's
prioritisation of dataflow into several bands which apply to all
customers. An sound argument could be made that this is part of
our agreed T&Cs because otherwise PlusNet would be in the
position to radically alter the service (such as denying any
bandwidth to P2P) without notification, which would be as silly
as me changing my direct debit details by closing my bank
account and posting new direct debit information on my website
without actually telling PlusNet that is what I'd done.

Question: on that link in the section on SUP there is a table
regarding Usenet P2P usage by the individual. As this appears
to be part of your SUP and I have not been notified of this I
presume it is not yet supposed to be applied to my account.
Many thanks for clearing up my misunderstandings, JP

2006-01-18
21:17:55
Link:CUAremoved
Customer Support Centre Actioned : Dear Mr Pendragon,
Just to clarify, the Premier account isn't unlimited. It us governed by the Sustainable Usage Policy which monitors all traffic types and is a measured amount of your total bandwidth allowance. Sustainable Usage Policy peaktime is applied 4pm until midnight at which you can use upto 30GB during this timeframe across the month, or upto 100GB of traffic at anytime over the course of the month.

The traffic management is as a seperate tool that we use in conjunction with the Sustainable Usage Policy to ensure that bandwidth intensive applications don't completely swamp thee platform and cause detriment to the userbase as a whole. Traffic management peak-time is measured between 8am and midnight, and governs P2P, Usenet and FTP traffic.

We have just introduced automation to the process of traffic management to try and keep our customers informed as to what level of management they are at, if they have gone over one tier into another. The Sustainable Usage Policy has been in place since September, the Traffic Management came in October. We are continually updating our website with information to clarify our stance but are also trying to keep customers upto date via other mediums such as the Plusnet newsletter via email.

Regards,
Link:CUAremoved

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-01-19
19:52:08
You
Assigned : Thank you for not merely referring me to a webpage. I have been
fighting a rearguard action here trying to find the best
interpretation for PlusNets actions, so help me out. Any change
to the terms of service I receive which is based upon individual
usage is clearly part of the Terms and Conditions. PlusNet is
bound by the terms and conditions which include your SUP as
outlined last October. If either party entering into that
arrangement wish to change it, we must give the other 14 days
notice. Neither party can say that that, for example, while the
price of 21.99 for Premiere service remains constant as specified
in the T & Cs, the currency is changing without notification.
Having adhered to the SUP (and having been subsequently and
incorrectly(?) told that the SUP doesn't apply to my account in
this very exchange), I have now received a second email while I
am still in compliance with the SUP. It appears that PlusNet has
superceded the SUP with a policy of Traffic Management. I say
superceded because the peak times are more restricting to me
in your TM than your SUP, the limitations are more restricting in
your TM than your SUP, and I am told that your TM trumps your
SUP. Thus my service is more restricted than that to which both
parties agreed. In all the above correspondence, no one has
actually written to me directly about _specifically_ how the TM
affects me, and what the limitations will be once implemented.

I have not had any notification about the TM, indeed had not
even heard anything relevant until receiving an email telling me I
was in violation. You may not change a term within our T & C's,
nor can you redefine something out of them. Please tell me I am
misunderstanding this.

With my utmost cooperation in mind, please do the following:
Remove the cap on my account.
Send me an email detailing not the changeable webpages, but
the exact policy that will apply to my account 14 days after my
receipt of that email, which I will then have the choice of
honouring or leaving PlusNet after years, which I am loate to do.

Tell me tell me I am misconstruing PlusNet here, or just make
good on PlusNet's commitment by doing the above and I'll be
content.

In earnest,
JP

2006-01-19
20:27:03
Link:CUAremoved
Customer Support Centre Actioned : Dear Mr Pendragon,
To quote you to make my point completely clear, you stated:
"Having adhered to the SUP (and having been subsequently and incorrectly(?) told that the SUP doesn't apply to my account in this very exchange)" - This was your interpretation of the exchange. As I informed you last night, the Sustainable Usage Policy does govern this account, however because you had not breached it then we made internal note and informed you that you are not currently being 'restricted' by the Sustainable Usage Policy because you had not breached the guidelines, hence we were not employing additional management techniques to the account to slow your usage further.

We have not changed the Terms and Conditions since September 2005. Based upon this, the article regarding Acceptable Usage Policy has always been a part of the Terms and Conditions and contains information pertaining to the matter that we employ traffic management techniques. The Sustainable Usage Policy has not been superceeded with the policy of Traffic Management, these two items work in conjunction with eachother.

I could have posted exactly how the two policies are affecting you at present, but I did not want it to sound like a "standard answer" - The full details are on the website of how the policy affects all residential Broadband accounts, you have had the page posted as previous.

We can't remove the profiling on your account, as has been stated before it is an automated process hence something which we can not remove.

It is not our place to discuss the points of our Terms and Conditions via support tickets if you are contesting them as it is points of legal matter.

Regards,
Link:CUAremoved

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-01-20
01:41:08
You
Assigned : Thanks agin for further insight.
Regarding your first paragraph, thank you very much for clearing
up my misunderstanding of what had been expressed to me. I
now understand that you 'were not employing additional
management techniques to the account to slow [my] usage
further'. So no caps have been applied to my account, and the
emails I have recieved are in error. Yes?

Regarding the second paragraph, Andrew Etheridge said that
'the Sustainable Usage Policy has been in place since
September [referred to in the batch email], the Traffic
Management came in October [which was _not_ told to the
customer, but was made available for the customer to discover].
This is not in keeping with September's T&Cs and 14 day notice
of change. Again, I would honour this in good spirit as I
understand the sensible premise, my objection is with the unfair
implementation of this policy which seems completely
inconsistent with our shared agreement and PlusNet's excellent
service prior to this. Simply inform me of this policy and apply it
after 14 days after I have been informed directly. I'd have thought
that not so difficult, really.

Regarding the third paragraph (I'm sorry to be doing it this way
but it saves on space for both parties) I am not asking for a
'standard answer' I am simply asking that if PlusNet is going to
shift things from what they were last September PlusNet should
tell me exactly what they will be. It's very basic, really, as I am a
2mb Premier customer. What are the peak times for different
kinds of downloading? What are the overall limits? Tell me these
things and I will take them as bespoke and not a 'standard
answer'. I have now looked at the webpages and have a good
idea of what you mean. This is largely a point of principle: I have
yet to be informed of this system by email, so email me, _then_
implement it. Cut and paste by all means. Succinctly (for a
change, I grant): please post 'exactly how the two policies are
affecting [me] at present' and then, as this is a change from
September's T&C, enact it 14 days later as is consistent with our
T&C's.

Regarding the fourth paragraph, I wouldn't it wanted it spread
around that PlusNet puts in an automatic system it can't
compensate for in times of error, nor can they credit an account
when needed. I give PlusNet alot of credit, therefore I regard the
comment in that paragraph with incredulity.

Regarding the fifth paragraph, very well. Read this
correspondence through. I am not contacting my attorney
directly, I was and am simply baffled that what has always been
an excellent ISP looked like it was turning ugly. I gave and give
PlusNet the benefit of the doubt again and again and am trying
to find a way for their actions to be fair. Again, I do not argue with
the policy, only how it mutates and is implemented in what I think
is a most unfair manner. If a customer has a question regarding
your T&Cs and related policies and how they are being
implemented, isn't it consistent with PlusNet's practice to simply
address them and make redress if appropriate?

Finally: Tell me specifically what the downloading terms are for
my account by email using no website links, ask me if I want it,
and I'll give you a yea or nay. If no response from me, count it as
a yea and apply those terms 14 days after sending them to me.

Thanks again, JP

2006-01-20
12:16:44
Link:CUAremoved
Customer Support Centre Actioned : Dear Mr Pendragon,
What does this mean to me?
The Sustainable Usage Policy allows each Broadband Premier customer to use up to 100GB each month at any time OR up to 30GB during peak hours (16:00-00:00 when the network is at its busiest). This is more than enough for most customers as the current average for all customers on Broadband Premier is 11GB a month.

Find out what happens if you exceed either of these amounts by reading the Sustainable Usage Guide.

Remember, you can keep track of your usage with View My Broadband Usage.
Usenet, Peer-2-Peer and FTP Usage
Applications such as peer-to-peer file-sharing, Usenet and FTP, can take up significant capacity on our network when used for long periods and in peak hours. For this reason we manage the usage of these applications and recommend that you schedule any large downloads for off-peak hours (00:00-08:00).

To reward light and moderate usage of these applications, each Broadband Premier up to 2Mb customer gets up to 20GB of clean peer-to-peer, USENET and FTP usage each month before any management is applied.

Traffic management levels at peak-times, per user Speed Premier up to 2Mb
Clean allowance Up to line speed* 0 - 20GB
Level 1 Up to 512Kbps 20 - 25GB
Level 2 Up to 256Kbps 25 - 30GB
Level 3 Up to 128Kbps 30 - 35GB
Level 4 Up to 64Kbps 35GB+

This is the management on your account. You can see your usage on our portal. It has been explained before that this was brought in to protect our network and as such is NOT a change in the terms and conditions. This is why you were not emailed.

We have answered all of your questions regarding this and given you all of the relivant links so you can look at the information for yourself. Please don't pass the ticket back to us by asking the same questions as this not productive. If you have any new questions or issues reagrding this then please let us know.

Regards,
Link:CUAremoved

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
2006-01-20
12:52:05
You
Assigned : Thank for your thorough and helpful email. If you're sick of my
tortured prose, just skip down to the part where it says 'Action
Request'. Your response was the first to be explicit and
comprehensive, and I now have what I feel to be a clear
understanding of the matter. It was a lack of such a response that
necessitated my repetitive questions. Simply, what I had hoped
was not true has turned out to be the case: a sensible change in
service that is applied individually account by account by policy
unfortunately has been put in place without any notification. For
the convenience of PlusNet, these changes have been termed
by themselves as outside the T&Cs. This is a dishonest shortcut
that was wholly unnecessary and disappointing and I have been
fighting against drawing this conclusion throughout this
exchange. It leaves me with the feeling that any change to the
T&C will be 'brought in to protect [your] network' to disingenously
exempt PlusNet from their responsibility. Drat, I say.

Action Request:
One friendly and very small clarification remains: Because it is
only usenet and p2p traffic that gets counted toward my 20 gig
p2p limit, is there a way I can view p2p usage specifically?

As ever, JP

[Moderator's note by Mark (pcsni): CSA names removed. Please do not post these details as per the forum rules]
20 REPLIES
Ben_Brown
Grafter
Posts: 2,839
Registered: 13-06-2007

First (and perhaps last) posting. T&Cs superceded.

Hi there,

I can see how to you it can look like the terms and conditions have been changed in the last few weeks, however this is not the case.

We did change the T&C's at the end of August and notified all our customers of these changes giving them all the required 14 days notice to cancel their accounts.

These newer T&C's have clear provision for managing usage, and the 20GB clean allowance is part of this management.

Recently we have started to email customers when these levels are reached to inform them of what is happening to thier connection and the sort of levels to stay below to stop this management from affecting the speed of their connection.

I must admit that we could have communicated this better however we are now making people aware of this and providing them with detailed information on how their connections are managed.
N/A

First (and perhaps last) posting. T&Cs superceded.

Hi there, thanks for slogging through that. [Apologies for leaving names in, Moderator, mea maxima stupida.]

If by 'newer' T & Cs you mean the one sent out in August which took effect in September, the 20gig p2p limit wasn't posted at the time but seems to have been implemented subsequently. Non?

I just thought that, after a careful reading of the T&C's and related documents last September that there shouldn't be any avoidable surprises in service.
JonathanW
Grafter
Posts: 2,648
Registered: 02-10-2007

First (and perhaps last) posting. T&Cs superceded.

This is because the Clean To traffic management is a clarification of the existing AUP, which states that we can tek steps to manage the network in ways that we see fit.

We first introduced this at the start of November, with the introduction of the 15gb of clean usenet traffic for all Premier customers. This was then refined further at the start of December to provide people with clean p2p traffic as well, with the first level being set at 20gb because this would allow most customers to download what they want, when they want, and have it all come down at high speed.

This does only affect the three traffic types and only during the peak hours. Moving forwards, we're hoping to eb able to reduce the time it affects to 4pm - midnight, once the automation is in place to make that possible.
N/A

First (and perhaps last) posting. T&Cs superceded.

PlusNet, do you have any comment on the fact that when you notified users of the change in Terms and Conditions last year, the following was said:

"Reinforcement of our commitment to giving you 'reasonable notice' of any changes, upgrades or alterations to the service."

Do you also have any comment on why this hasn't happened on several occasions since the new T&C's came in to effect, and what's being done about it so as the commitment is reinforced and actually happens in the future?
N/A

First (and perhaps last) posting. T&Cs superceded.

Plusnet how did you expect people to manage their downloading to your new limits when you don't tell them. If you had mentioned about the changes then I for one wouldn't have run up my 8am to 4pm allowance. You would have saved yourselves a lot of grief, there again maybe its part of some devious plan to rid yourselves of the dreaded 1% again, lets upset the so called heavy uses then maybe they will go away...
N/A

First (and perhaps last) posting. T&Cs superceded.

Hi there, me again.

The problem I have is very simple, actually. I read and accepted the T&Cs in Aug/Sept. and thought I was buying an allotment of so many gig and certain contention rates. That's what I bought and have committed to buy every month until I give PlusNet 14 days notice to change. That I should discover that what I have been paying for has become more limited by receiving an email telling me I have exceeded those limits is Bad. Compounding the issue by disingenuously (unless there is a startling level of groupthink that really believes in this) stating that the reduction of product I am receiving is outwith the T&Cs is BAD. I understand that rooster-ups (I am new to this and was surprised to see my original rooster word censored) happen and that, for legal reasons, admission of such folly needs to be replaced with such spin but no effort was made to mitigate my frustration with this error. If anyone had simply said to me 'we understand your frustration but our actions are entirely consistent with keeping up the high standards of PlusNet's service to all its customers. As a gesture of good will we will reset your usage count to zero now [and I maintain should be reset again 14 days hence], but be aware these restrictions will subsequently be in place'. I would have found such an effort comparatively less irritating and felt some ameliorating effort was being made.

I would still welcome this effort, in case anyone is listening. :?
glloyd
Rising Star
Posts: 1,652
Thanks: 20
Fixes: 1
Registered: 06-04-2007

First (and perhaps last) posting. T&Cs superceded.

Will it never sink in that all these different peak/offpeak, AUP, SUP, levels of management, caps, 30 gig, 30 Gig etc. are far to complicated for a lot of people to follow. Blimey at this rate customers will need to employ lawyers and accountants to work it all out. It's all getting realy very silly!

Quote
This is because the Clean To traffic management is a clarification of the existing AUP, which states that we can tek steps to manage the network in ways that we see fit.

We first introduced this at the start of November, with the introduction of the 15gb of clean usenet traffic for all Premier customers. This was then refined further at the start of December to provide people with clean p2p traffic as well, with the first level being set at 20gb because this would allow most customers to download what they want, when they want, and have it all come down at high speed.

This does only affect the three traffic types and only during the peak hours. Moving forwards, we're hoping to eb able to reduce the time it affects to 4pm - midnight, once the automation is in place to make that possible.
N/A

First (and perhaps last) posting. T&Cs superceded.

Do I have to assume that the fact PlusNet have made no comment to my questions about their "reinforcement of our commitment" as promised in the T&C change email last year, that they actually have ZERO commitment to their customers in this area?

I hope that's not the case...
N/A

First (and perhaps last) posting. T&Cs superceded.

Save yourself some gray hairs and move to a different ISP Smiley
Walrus
Grafter
Posts: 394
Registered: 30-07-2007

First (and perhaps last) posting. T&Cs superceded.

I fully agree with the original poster's sentiment, for all intensive purposes the T&Cs have been changed. I too have been a supporter of PlusNet for some time. As it happens the changes don't affect me too much, bandwidth restrictions on P2P are fairly irrelevant, as most of the time I'm lucky to get more than a 'trickle' anyway. I think the main problem for myself is volume over time, as upload rate is fairly consistent.

I think the main gripe here and in the many other posts on the topic, is the way the whole fiasco has been handled. My first indication that anything was amiss was the dreaded 'Level 1 Management' email - not a pleasant introduction to a new policy.

On further inspection, the new management will only affect the very heaviest of users to any great degree. If I'm mistaken (as the damn thing is so complex) I'll simply move ISPs when I feel the performance of my connection is not up to scratch, as that is the only true indicator I have.

Im certainly not going to loose any sleep over the new policy, though I'd hate to be in PlusNet's shoes, people will blame the new management for any connection issues and may leave as a result.
N/A

First (and perhaps last) posting. T&Cs superceded.

It's an absolute joke to say that the T&C's have not been changed. The speed and limits of a broadband connection are its absolute essence. If you change the speed, you've changed your broadband. Customers should have been notified of such a drastic change well before hand, giving them the chance to leave.

PlusNet should consider that the vast majority of users simply cannot be bothered monitoring their usage and having their speeds throttled, and they're going to lose (and already have lost) many customers because of this.Like someone said previousely, PlusNet users will have to hire accountants to work out how much they can actually do before being stopped or limited.

Needless to say my migration to Zen Broadband (www.zenbroadband.com) is imminent. Shame, really, because PlusNet were an excellent ISP.

Ever wonder why AOL is the most popular ISP? Theyre so simple. Just pay the money and receive ADSL. If PlusNet choose to go down the "rocket science" route, so be it, but that route also leads to another place: down the bog.

*flush*
willhome
Grafter
Posts: 272
Registered: 06-08-2007

First (and perhaps last) posting. T&Cs superceded.

AOL most popular? not BT are most popular. And reason AOL are big are becuase they spend shit loads on adverts.


if you compare companies that advertise on tv to the ratings in www.adslguide.org you will find probly only one ISP with good rating (pipex who just started advertising on tv)
N/A

First (and perhaps last) posting. T&Cs superceded.

AOL is the worldwide leading ISP. I didn't mean just within the UK.

I do not believe AOL's success is due soley to their advertising. Their software is produced for people who are nowhere near being technically minded and their 24 hour freephone support backs up this claim. Families who have children benefit from all their easy to use extra features, but personally I find it far too dumbed down and for that reason, much like Apple computers, I hate them.

The ISPs who advertise on TV are usually not worth their salt. Pipex have usage limits and they are not as highly rated as Zen internet (see here).

Zen are consitently the highest rated ISP in terms of quality, speed and service and so I'll stick with them despite the higher costs.
N/A

First (and perhaps last) posting. T&Cs superceded.

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Hi there,
I must admit that we could have communicated this better however we are now making people aware of this and providing them with detailed information on how their connections are managed.


Considering I have spent the past week trying and failing to get a list of levels for my account from your CS staff, I have to say that this does not fit with the reality of events at the sharp end of this fiasco.