cancel
Showing results for 
Search instead for 
Did you mean: 

Big increase in complaints at Plusnet

ITWorks
Superuser
Superuser
Posts: 2,044
Thanks: 704
Fixes: 8
Registered: ‎05-11-2008

Big increase in complaints at Plusnet

As i am sure some will be aware Ofcom have published their Q3 2015 complaints report
As can be seen from the graphs below, PN have the biggest increase of complaints for broadband and landlines  (from Q2 to Q3 2015) of any major ISP .
To many people this will not come as a surprise , certainly does not to me, very sad to see the way thing are with PN at the moment
PN what is been done, to hopefully see a decrease in the next quarter ?

More info here : http://www.ispreview.co.uk/index.php/2015/12/ofcom-name-worst-uk-mobile-tv-broadband-isps-q3-2015.ht...
Kind regards
Mike

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

68 REPLIES 68
npr
Pro
Posts: 1,888
Thanks: 110
Fixes: 8
Registered: ‎21-01-2013

Re: Big increase in complaints at Plusnet

Interesting that BT's graph had a similar upward slop for the last quarter.
It's also disappointing to see TT has been creeping up over the last 3 quarters.
Where to go next? I was debating between those two for when my contract expires.  Undecided Undecided
jockwav
Aspiring Pro
Posts: 687
Thanks: 22
Fixes: 3
Registered: ‎01-08-2011

Re: Big increase in complaints at Plusnet

I don,t think i would ever go with TT,but as you say where to next,i was thinking the same. Smiley Shocked Sad
https://www.flickr.com/photos/james_bingham/
chenks76
All Star
Posts: 3,274
Thanks: 338
Fixes: 12
Registered: ‎24-10-2013

Re: Big increase in complaints at Plusnet

well you do get what you pay for.
so if you want more personal support then you need to go with the more niche ISPs and you pay more for that.
as they say, pay peanuts and you get monkeys.
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Big increase in complaints at Plusnet

It's not surprising complaints are increasing when you see posts like the one I've seen today on Usenet p.s.c-f:
Quote
I'll leave it to the Faults Team as they're in a better position to stay on top of things assuming the fault needs escalating to BT Wholesale.
Looking at the ticket pool in question, the oldest tickets are from the 8th, so you shouldn't be waiting too much longer.
Apologies for the delay, looks like the faults department is pretty busy ATM.
--
|Bob Pullen                   Broadband Solutions for
|Support                            Home & Business @
|Plusnet Plc.                            www.plus.net
+--------------- twitter.com/plusnet ----------------

A week's backlog on looking at the ticket pool for issues that need escalating to BT Wholesale! WTF
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
ITWorks
Superuser
Superuser
Posts: 2,044
Thanks: 704
Fixes: 8
Registered: ‎05-11-2008

Re: Big increase in complaints at Plusnet

I have a ticket in that pool , mine came off hold at 7.06am on the 7th Dec, 8 days in zero update , now that is award winning service NOT!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jockwav
Aspiring Pro
Posts: 687
Thanks: 22
Fixes: 3
Registered: ‎01-08-2011

Re: Big increase in complaints at Plusnet

I think next year PN will possibly lose some customers to their competitors Roll_eyes
https://www.flickr.com/photos/james_bingham/
VileReynard
Hero
Posts: 12,613
Thanks: 630
Fixes: 20
Registered: ‎01-09-2007

Re: Big increase in complaints at Plusnet

Cheapness isn't everything; especially cheap service.

"In The Beginning Was The Word, And The Word Was Aardvark."

npr
Pro
Posts: 1,888
Thanks: 110
Fixes: 8
Registered: ‎21-01-2013

Re: Big increase in complaints at Plusnet

Quote from: jockwav
I don,t think i would ever go with TT,but as you say where to next,i was thinking the same. Smiley Shocked Sad

I used to think I would never use TT.
The fact I'm considering them shows how far PN have fallen in my view.
As for BT --- I once used them for dialup (20 years ago  Shocked  ) --- I said never again.
The fact I'm now considering them says more about the present state of PN.
jockwav
Aspiring Pro
Posts: 687
Thanks: 22
Fixes: 3
Registered: ‎01-08-2011

Re: Big increase in complaints at Plusnet

Well, thinking seriously about next year. Undecided
https://www.flickr.com/photos/james_bingham/
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: Big increase in complaints at Plusnet

I don't see any point in jumping ship as my line seems stable and I have no other problems - YET
deathtrap
Grafter
Posts: 1,064
Thanks: 4
Registered: ‎23-04-2013

Re: Big increase in complaints at Plusnet

It's all down to what you expect from a provider, But if like me you want decent uk support via telephone that is answered within a reasonable time-scale by knowledgeable staff  and faults ect resolved in a timely manner , as well as a host of other things regarding the actual service you get, then none of the 3 named would be my choice, I was bitten once (plusnet) Even switching my line rental away from the thieving BT due to being sick of helping subsidise  their BT sport  and their Free offers of bb with cash-backs and vouchers/prepaid cc , and that is after 10yrs ,so much for looking after loyal customers
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Big increase in complaints at Plusnet

Quote from: Oldjim
I don't see any point in jumping ship as my line seems stable and I have no other problems - YET

It's down to balancing the risk and impact. If you are retired and not having internet for a few days would only be an inconvenience then the savings are worth having. But if not having internet would be a problem, being with a budget ISP is probably not a smart move.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
jockwav
Aspiring Pro
Posts: 687
Thanks: 22
Fixes: 3
Registered: ‎01-08-2011

Re: Big increase in complaints at Plusnet

Being retired or not makes no difference,if you are paying for internet then it is only reasonable you get what you pay for. Smiley
https://www.flickr.com/photos/james_bingham/
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Big increase in complaints at Plusnet

And being cheap means no SLA so there's no commitment or reasonable expectation on fault resolution time.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)