| Quote from: jmdlp |
| Incidentally I feel that this should be able to be done by email/ticket without having to phone. |
You are thinking of the 'old' Plusnet, where the staff were able to give the customer 'what they wanted' assuming it made sense.
These days it has to fit a set routine/path and not deviate from that path in order for the product to meet the margins required.
That service is of course still available from some ISPs, but it is not cheap (One in particular that I'm thinking of would charge you £17.95 a month minimum, with quite a modest usage cap.)
If you think back, PN used to be a bit like that - you had to pay a little more than average, and on paper it seemed you got a little less. The difference was made up in service.
In order for the business to scale and grow though, it needs to attract more customers, and to do so it has to play by the 'mass market' rules.
PN isn't quite the mass-market player if you compare to the real big-boys, PN operate at a level that my/our industry would describe as 'masstige' - an term we use for something between a prestige and a mass market product.
Logically you might have the OLD PN as a prestige product (at least they aimed for that a lot of the time)
BT are definitely mass-market.
The new PN is somewhere between the two.
This isn't supposed to be a case of damning by feint praise, just where I see the business as being positioned.
