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Quality not quantity

Community Veteran
Posts: 7,914
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Registered: 02-08-2007

Quality not quantity

If you look at the combined comments under the various topics on the forum there is a clear impression that a number of customers who have been with Plusnet are considering a move to another ISP.
The main points mentioned under the heading of alternative ISP's was cost but this just seems to be one factor in a fairly long list of things that members are concerned about but despite the various posts which detail their concerns no one in a senior management at PN seems to be bothered about this.
Reducing services and charging more is not the way forward, Plusnet was a top provider with a good reputation but if that is lost it can be hard to get back.
Personally I have had a good service with PN but  I would not want to see the loss of long term customers of these forums as I have found them to be a helpful and interesting group.
14 REPLIES
Community Veteran
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Registered: 06-11-2007

Re: Quality not quantity

Like you, I have had good quality service with PlusNet... and have no intentions of moving to save a £5 note over 12 months...
I am happy with my BB connection, and speed,...
My only "gripe" with being a long term customer, is that we get no Loyalty reward, we just get forgotten....  New customers are "lured" in, by unbelievable price offers, providing they sign up for 1 or 2 years. in effect, getting rewarded for 1 or 2 years comitment... not "loyalty"...   
a TAD unfair, methinks....  Cry
Steve
Seasoned Pro
Posts: 6,683
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Registered: 13-07-2009

Re: Quality not quantity

@shutter it is a tad unfair that. TalkTalk always give me great deals when my contracts up in return for a new contract and well I have never had any bother with them so I am happy to continue. Just like my other half is happy to continue her service with Plusnet although I have been encouraging her to call up and get a discount ( your fiver saver every little helps in the current climate ) or tell them you are leaving but maybe her apron strings are not tied tight enough yet....I wonder why Wink
Community Veteran
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Registered: 27-05-2011

Re: Quality not quantity

unfortunately we are seeing the morphing of a niche market entity, where growth was by word of mouth recommendation, to a mass market entity. The latter don't want to stand out from the crowd but want to be within a few percentage points of the competition, copying everyone else's strategy and all offering indistinguishable products and services.
In this environment all the middle managers have studied the same theory (marketing, HR, call centres, mass market provision, specialist law etc.) they can't be criticised for doing exactly the same as the competition and they probably have been poached from there anyway.
Very sad I was hoping that BT would have left PN satisfying its own home grown client base but I'm sorry that corporate think has gained the day.  Cry Angry Sad
edit/ and they are copying the high street banks presenting themselves as the company they once were in their advertising  Angry then I saw this http://www.prweek.com/article/1354811/plusnet-replaces-kazoo-kaper seem to be link:censored merchants if my senses don't deceive me  Cheesy
adie:red removed avoidance of swear filter]
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Community Veteran
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Registered: 06-11-2007

Re: Quality not quantity

@M Steve.....
I`m not on a yearly contract with PN..... it is monthly.... so I could quite easily flee, if needed.... the only time I am on contract with them is when the router fails, and I phone up for a new one... and they say.. ok... free as long as you stay with us for a year..... can`t remember the last time I phoned up... must be at least 3 years ago...possibly longer...
A "christmas Loyalty bonus" ,  of ,  ( say ) one month non-collection of the D.D.  at the end of January, would be nice... ( that would equate to saving very nearly 2 X £5.00 notes per 12 month ).. ! !! ... and stop me  (and other faithful followers) thinking about moving
Community Veteran
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Registered: 01-08-2007

Re: Quality not quantity

Interesting that some of the long term PN staff have gone too. James (formerly James_H) has gone and I never thought that would happen.
To be quite frank, I don't actually recognise any of the PN staff around here now. I think Chris and Bob are still about but thats about it.
I don't feel like i know this ISP anymore.
As for service, i was very disappointed moons ago but frankly, I can't really complain anymore and have become pretty happy with the service. Not really sure what we'll do when we move though. Last time we had to commit to a long contract for PN to pay the BT charges but we might just go with a new ISP when we move - depends what the missus wants to do. Either way i'll continue posting here - i'd miss you lot too much lol.
@shutter.. i find it easier to buy my own router.. all that contract gibberish does nothing for me..
I need a new signature... i'm bored of the old one!
Steve
Seasoned Pro
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Registered: 13-07-2009

Re: Quality not quantity

Quote from: shutter
  New customers are "lured" in, by unbelievable price offers, providing they sign up for 1 or 2 years. in effect, getting rewarded for 1 or 2 years comitment... not "loyalty"...   
a TAD unfair, methinks....   Cry
I missed that bit, i don't get any loyalty from TalkTalk either in that case but I do get price reductions if I call up when I am out of contract. Providing the service is still good then a new contract shouldn't be a problem? new customers have to sign up to them. Call the loyalty department and haggle a deal lol.
Community Veteran
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Re: Quality not quantity

Customer loyalty?? Come on, it's the 21st century, we the people who pay their wages are just sheep in a pen to big business, as long as we've got the money that they want, they won't turn us into dog food, fail to pay, it's off to the slaughter house... Shocked
Just be glad you have a choice of service providers (even if the big BT spider owns the web that delivers it), if it was still the GPO it'd be them or nothing... Grin
Community Veteran
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Registered: 01-08-2007

Re: Quality not quantity

Quote from: twocvbloke
(even if the big BT spider owns the web that delivers it)

Actually the last i heard (and this was about 12 years ago) BTs network had been sold to Trillium Land Securities who then lease it back to them.
Raising short term cash at a long term cost..  Crazy
I need a new signature... i'm bored of the old one!
Community Veteran
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Registered: 06-11-2014

Re: Quality not quantity

Sounds just like what thatcher did, sell off the family silver for a quick buck, then find there's not enough money to keep leasing it back... Grin
Community Veteran
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Re: Quality not quantity

Trillium did a lease-back for the BT property portfolio, not their network.  Trillium did a similar deal for DVLA.
Edit add linky
Now Zen, but a +Net residue.
Moderator
Moderator
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Re: Quality not quantity

From AA's link.
Quote
Telereal Trillium.....began life after Pears bought a portfolio of British Telecom exchanges for £2.3bn.

Like you do Cheesy
Customer and Forum Moderator.
Product of the Tyrell Corporation
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Registered: 20-10-2012

Re: Quality not quantity

If you want a reduction in your BB costs all you have to do is sign up for another fixed term, just like the newbies!
Quite why all this bitching and moaning about new customers goes on is beyond me. Although you won't get the same deal as a new customer you will get a reduction!
[dons tin hat]
Geoff,
York.
Community Veteran
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Registered: 21-03-2011

Re: Quality not quantity

[Starts tin hat denting machine]
Cos us loyal ones don't churn so often as the flighty newbies consequently are lower cost to service.
Now Zen, but a +Net residue.
Community Veteran
Posts: 16,834
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Registered: 06-11-2007

Re: Quality not quantity

I joined PN... because it was.... YOKSHU based... (and I`m a Yorkie, by birth).. so I could understand the language of the guy on the phone quite easily ! !! ... nah..!.. because my previous,excellent ISP, originally known as V21.... got taken over by a company called "BISCUIT".... and boy,... they were so crumbly, and crummy, they collapsed within a couple of months, leaving a lot of V21 customers very disgruntled, as they then had no BB and no support.... Fortunately, I decided to look, before they collapsed, and PN also offered a FREE website hosting... which was very tempting, so I set up my photo website, and its still there... so I don`t want to move to another ISP and lose it... I`m not sure if I would be able to retain it, if I tried to be a "newbie" every couple of years....