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Plusnet ratings slipping significantly

Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Plusnet ratings slipping significantly

Jan 2015Jun 2015
Overall Satisfaction
79%
74%
Reliability
80%
76%
Customer Service
80%
76%

Source: http://www.thinkbroadband.com/isp/compare.html?isp_77=1&commit=Compare
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)
33 REPLIES
Luzern
Seasoned Pro
Posts: 3,417
Thanks: 359
Fixes: 3
Registered: ‎31-07-2007

Re: Plusnet ratings slipping significantly

Have you access to monthly figures for the complete year  to June?
No one has to agree with my opinion, but in the time I have left a miracle would be nice.
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,532
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Registered: ‎01-12-2010

Re: Plusnet ratings slipping significantly

TBH am not surprised  Lips are sealed
Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
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TownTwins
Dabbler
Posts: 19
Thanks: 1
Registered: ‎08-07-2015

Re: Plusnet ratings slipping significantly

Me neither
dick:quote
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet ratings slipping significantly

The slide continues!
Jan 2015Jun 2015July 2015Aug 2015
Overall Satisfaction
79%
74%
75%
73%
Reliability
80%
76%
77%
75%
Customer Service
80%
76%
76%
74%

Source: http://www.thinkbroadband.com/isp/compare.html?isp_77=1&commit=Compare
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)
Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: ‎21-01-2013

Re: Plusnet ratings slipping significantly

That's a big slide in a few months.
Can't say I'm surprised though, my recent dealings with support has been very disappointing.
And then there's this ongoing peak time slowdown -- has that been happening for 8 months now.  Undecided
anniesboy
Grafter
Posts: 385
Thanks: 2
Registered: ‎06-01-2011

Re: Plusnet ratings slipping significantly

Are they worried?  http://community.plus.net/forum/index.php/topic,143332.0.html
It will depend how others are doing, all that matters in business is the botton line in accounts.
No point in being good in all departments if you are losing money
RobS2
Grafter
Posts: 49
Registered: ‎20-03-2009

Re: Plusnet ratings slipping significantly

I am leaving as soon as I can.  The amount you saved is offset by the poor service.
Estragon
Rising Star
Posts: 811
Thanks: 10
Registered: ‎07-02-2012

Re: Plusnet ratings slipping significantly

They still look good against the main competition though.
Comparison from the same source.
Community Veteran
Posts: 6,319
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Registered: ‎08-01-2008

Re: Plusnet ratings slipping significantly

I suspect that PlusNet's results remain high due to historically good ratings and customers, such as me, who haven't had ant problems since the apparent slide in customer support, maintaining UK call centre probably also helps with these ratings.
adie:green removed excessive whitespace. ]
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
RobS2
Grafter
Posts: 49
Registered: ‎20-03-2009

Re: Plusnet ratings slipping significantly

Ultimately it is the people with the issues that shout about the poor service because in most cases there is little reason to contact an ISP when ever something isn't right.  From my experience when I first joined you would never have to wait in excess of 15minutes to be answered.  Now it can take in excess of 30 minutes.  There is no pint having a UK call centre if the person who answers the call just relays it to someone else via email.
The source omits the better providers which may be more expensive, actually deal with issues more efficiently.  If you look at the customer stats fo business users they are certainly answered in less than 10 minutes.  So PlusNet can do better, they just choose not to.
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet ratings slipping significantly

You can compare other providers on that site.
A while ago Plusnet's ratings were around the same level as Zen.
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)
Luzern
Seasoned Pro
Posts: 3,417
Thanks: 359
Fixes: 3
Registered: ‎31-07-2007

Re: Plusnet ratings slipping significantly

How are the average scores come by? I'll guess it's the 5.4.3.2.1 method by the numbers of opinions at the particular levels, aggregated and divided by total responses. Thus averages can cover a lot of variation in their constituents.
I am not a statistician, but instinct says that an average of 75 made of (76+74)/2 shows more consistency than if made of (100+50)/2. Likewise across the elements scored.
Perhaps there is someone qualified to agree or not. that consistency is superior to erratic in making averages. In other words do averages tell the truth he whole truth and nothing but, in the form they are so often presented?
No one has to agree with my opinion, but in the time I have left a miracle would be nice.
Community Veteran
Posts: 1,841
Thanks: 103
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Registered: ‎21-01-2013

Re: Plusnet ratings slipping significantly

Quote from: lucerne
In other words do averages tell the truth he whole truth and nothing but, in the form they are so often presented?

"Lies, damned lies, and statistics"  Cheesy
In this case I'm inclined to believe the statistics, if only because they support how I feel about plusnet at the moment.
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,532
Fixes: 12
Registered: ‎01-12-2010

Re: Plusnet ratings slipping significantly

How long Before they get lower than  Lips are sealed Lips are sealed Lips are sealed Lips are sealed Lips are sealed Talk Talk  Lips are sealed Lips are sealed Lips are sealed Lips are sealed
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 .