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Deteriorating service

joneshome
Newbie
Posts: 6
Registered: 11-07-2009

Deteriorating service

Dear Sirs
PlusNet claims the following:
“Plusnet knows broadband and doesn’t specialise in anything else. With us you get a superior service, superior customer support and honest pricing from a company that has a real passion for what it does.”
I have been a customer of PlusNet for many years at one time they lived up to this claim, but are fast becoming an "also ran".
Both in my experience and those of acquaintances PlusNet no longer delivers a "Superior Service"
Is not "honest" in its pricing, particularly in respect to it existing customers.
And does not have "a passion" for solving customer problems.
G
26 REPLIES
Superuser
Superuser
Posts: 3,188
Thanks: 1,619
Fixes: 11
Registered: 10-04-2007

Re: Deteriorating service

Hearsay?  or do you have some objective evidence to support your claims?
joneshome
Newbie
Posts: 6
Registered: 11-07-2009

Re: Deteriorating service

"heresay" of course I do I wouldnt have written it otherwise
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: 07-04-2007

Re: Deteriorating service

"Hearsay" still waiting for the evidence.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Deteriorating service

Hi there,
Can I ask why you feel that the level of service has deteriorated?
From what I can see, you have contacted us twice recently, asking us how to increase your speed in an area that is a considerable distance away from the exchange and secondly asking us to drop our prices.
I'm not sure how either of those relate to a deteriorating level of service.
ctech500
Grafter
Posts: 255
Registered: 06-08-2007

Re: Deteriorating service

Quote from: Jameseh

From what I can see, you have contacted us twice recently, asking us how to increase your speed in an area that is a considerable distance away from the exchange and secondly asking us to drop our prices.

Hmm,
As a long time customer  of 7 years I'm more than happy to stick with my premier package it offers "extras" that value and unlimited do not. As for speed there nothing that can be done short of moving closer to your exchange, getting Cable or waiting for FTTC.


pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Deteriorating service

as an even longer term customer who has just changed to Value (Market 3) I am worried about my noise margin it is 12.5 dB and my connection speed is only 8128 kbps but my profile is stuck at 7150  Roll eyes Roll eyes
Moderator
Moderator
Posts: 18,252
Thanks: 2,718
Fixes: 215
Registered: 06-04-2007

Re: Deteriorating service

Quote from: ctech500
As a long time customer  of 7 years I'm more than happy to stick with my premier package it offers "extras" that value and unlimited do not. As for speed there nothing that can be done short of moving closer to your exchange, getting Cable or waiting for FTTC.

I'm just wondering what "extras" you are talking about. If it's web-space, Fax2email, etc then you can keep them if you move - like I did.
If you're talking about the shaping during 12pm to 2am then I agree, it's quite a loss from the Premier package I was on till last month. I moved to Unlimited on a month's trial but have now decided to stay on it. I do think the heavy traffic shaping is a pain but at least I can just leave downloads to continue without worrying about using up any peak allowance.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

ctech500
Grafter
Posts: 255
Registered: 06-08-2007

Re: Deteriorating service

There was an issue about "Legacy customers" keeping their "extras"  has that been sorted out now?
It's certainly food for thought if it has.
I'm not sure about loosing the 16 Hours of "unmetered" usage though
scootie
Grafter
Posts: 4,799
Registered: 03-11-2007

Re: Deteriorating service

Quote
If you're talking about the shaping during 12pm to 2am

mav thought was 12-24. granted the packet drop on p2p is pretty high till about 1am but you still see good speeds on p2p in that hour
Moderator
Moderator
Posts: 18,252
Thanks: 2,718
Fixes: 215
Registered: 06-04-2007

Re: Deteriorating service

Sorry ASBO, you're right, of course Smiley
The 12pm to 2am was mentioned in another thread (can't now remember which) and it stuck in my head  Embarrassed

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

avollmer
Grafter
Posts: 28
Registered: 07-04-2009

Re: Deteriorating service

Hi - I am keen to hear more specifics so we can consider making any changes (either to actual products, or to how we communicate the new products to existing customers). The new value range has been widely publicised on our website and in the member centre, but we are looking to make some more changes to our product set and I'd welcome your input.
We are investing across the business at the moment - our intention is definitely to lead in the broadband market, not be an also ran.
Anthony
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Deteriorating service

Good Morning Anthony, one of the problems seems to be that people have switched of the notifications in their profile and then moan years later, Why did you not tell me
iashton
Grafter
Posts: 62
Registered: 30-07-2007

Re: Deteriorating service

Hi Anthony, you asked for specifics
I moved to Unlimited from Premier Plus in June 09. All went OK. Kept my domain, email and webspace - which is good.
I was billed correctly in June 09. £11.99. I'm expecting to pay this for two more months and then move to £15.99 per month.
So all OK? Wrong.
Today I received a notification from Accounts of an upcoming invoice for £31.98 for June (again??) and July/August.
Why? If you find out why you can fix it and stop it happening to another customer.
Here's another. I rang at 09:04 and was told you are experiencing high call volumes. Really? At 09:04?
I submitted a ticket and was told the expected response time was over 7hrs. Really? Nearly a full working day?
They're my specifics:
Billing/ service upgrade processes not joined up
Phone lines very busy resulting in long waits.
Response to tickets unacceptably long. IMHO.
Dan_the_Van
Rising Star
Posts: 308
Thanks: 3
Fixes: 1
Registered: 25-06-2007

Re: Deteriorating service

I would tend to agree with the OP, after my recent dealings with PN support that is not as good as I would have hoped.
When I phoned the other day asking when I would see some movement on getting my problem resolved, I was basically told to wait my turn as calls are looked at in order. I was told this could  be up to 48 hours.
Also, from what I can see, no one person 'owns' the call, the CS staff would only look at your last update and make no reference to the original fault.
I am happy to speak to any memeber of PN staff on my recent encounters.
We shouldn't need to use this forum as a method of chasing calls, I haven't got time to phone you.
Dan.