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Plusnet 2nd most complained about ISP after TalkTalk

Community Veteran
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Registered: ‎10-04-2007

Plusnet 2nd most complained about ISP after TalkTalk

http://www.bbc.co.uk/news/technology-42746776

The industry average for complaints about broadband was 18 per 100,000 people, Ofcom said.

  • TalkTalk had 30
  • Plusnet 27
  • BT 25
  • Virgin Media 14
  • EE 10
  • Sky 7

With TalkTalk saying they are making radical improvements

In response, TalkTalk said closure of customer service centres in India had been partially to blame.

"That move, and a radical shift to self serve, is already delivering a material improvement in customer satisfaction and we expect complaint data for 2018 to reduce significantly," the firm said in a statement, adding that it was "disappointed" by the figures.

will Plusnet be "winning" another award when the next report comes out?

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 (£13/month)
Mobile: iD mobile (£4/month)
14 REPLIES
Community Veteran
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Registered: ‎06-11-2007

Re: Plusnet 2nd most complained about ISP after TalkTalk


jelv wrote:

http://www.bbc.co.uk/news/technology-42746776

The industry average for complaints about broadband was 18 per 100,000 people, Ofcom said.

  • TalkTalk had 30
  • Plusnet 27

will Plusnet be "winning" another award when the next report comes out?


 

 

Looks like it`s in the running ..... 2nd place at present... and they only want to improve on things....don`t they  ?  

 

Give them time...... and they`ll get there.... ! 

rongtw
Seasoned Hero
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Re: Plusnet 2nd most complained about ISP after TalkTalk

No response from plusnet ?

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cwaite
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Re: Plusnet 2nd most complained about ISP after TalkTalk

It was in the bag really, things have been going down hill since the ex-CEO of Dixon's Group (Currys / PC World) took over as CEO of plusnet. Dixon's Group customer service was dire under him and he's dragging Plusnet's CS down in the same way! 

 

The days of when we (the customer) could be proud of Plusnet are long behind us unfortunately. 

Community Veteran
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Re: Plusnet 2nd most complained about ISP after TalkTalk


rongtw wrote:

No response from plusnet ?


 

 

It`s Friday night.....

 

Give `em time... ! ! ! ! ..  Roll eyes

rongtw
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Re: Plusnet 2nd most complained about ISP after TalkTalk

@shutter  sorry ,, i forgot i will have to wait till Monday for a reply

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Community Veteran
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Re: Plusnet 2nd most complained about ISP after TalkTalk

Give them a chance.

They're in the middle of a big staff recruitment drive and just about to update the billing system.Smiley

rongtw
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Re: Plusnet 2nd most complained about ISP after TalkTalk

😇 another 8 years then
Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
mssystems
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Re: Plusnet 2nd most complained about ISP after TalkTalk

The industry average for complaints about broadband was 18 per 100,000 people, Ofcom said.

  • TalkTalk had 30
  • Plusnet 27
  • BT 25
  • Virgin Media 14
  • EE 10
  • Sky 7

Worth pointing out that 2 of the top 3 are owned by BT ? 

From the same article

The watchdog received nearly 250 complaints a day about communications services from July to September 2017.

The regulator is handling one call every 30 seconds.  We can guess who ends up paying for that.

 

Community Veteran
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Re: Plusnet 2nd most complained about ISP after TalkTalk

The actual Ofcom PDF states:

On average, we receive nearly 250 consumer contacts a day, by
telephone call, email and letter. Many of these contacts result in complaints, and some
contain more than one complaint.

250 a day does not equal 1 per 30 seconds.

250 in 24*60*60 seconds, 86400/250 = 345.6, so 1 every 5 minutes and 45 seconds.

Think about it. 1 every 30 seconds would be 2 per minute, which would be 120 per hour.

mssystems
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Re: Plusnet 2nd most complained about ISP after TalkTalk



250 in 24*60*60 seconds, 86400/250 = 345.6, so 1 every 5 minutes and 45 seconds.

Think about it. 1 every 30 seconds would be 2 per minute, which would be 120 per hour.

 


I did think about it.  I checked the opening hours first. 

Business hours only.  250 / 8 = 31 / hr

We are both wrong.

That'll teach me to do maths when I am outraged, with a hangover Wink

Community Veteran
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Re: Plusnet 2nd most complained about ISP after TalkTalk

The chances of them responding to this are about the same as the chances of them responding to my post detailing why I left.

https://community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/m-p/1389353

Posted over a year ago, 83 likes/thanks from other users and no response from Plusnet.

I actually think things have got worse since I made that post.

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 (£13/month)
Mobile: iD mobile (£4/month)
Jonpe
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Re: Plusnet 2nd most complained about ISP after TalkTalk


cwaite wrote:

The days of when we (the customer) could be proud of Plusnet are long behind us unfortunately.

That line got me thinking:  Would it be possible to set up an ISP as a cooperative, i.e. the customers owned the company?  Or would the capital required be prohibitive?


 

Browni
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Re: Plusnet 2nd most complained about ISP after TalkTalk

Hmmm

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
rongtw
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Re: Plusnet 2nd most complained about ISP after TalkTalk

Plusnet will not reply at all Sad its commercially sensitive , But what is most worrying is the fact they are not taking any steps to improve Shocked

And still advertise on TV and Radio as a award winning ISP , it has been said in several posts that PN are just following TalkTalk

well they have done a good job there Angry

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .