Telephone support hours changing at Plusnet

[#1]

If Plusnet are mis-selling online orders, this is illegal (The Consumer Protection from Unfair Trading Regulations 2008) and comes under Ofcom's regulatory powers. It is far more serious than misleading advertising or anything the ASA could do. I think an internet service provider would be expected to know how to edit a webpage within minutes.
You can report knowledge of mis-selling to Ofcom.
contact@ofcom.org.uk
0300 123 3000 or 020 7981 3000

[#2]

Quote from: Mayfly

I would have thought regardless of the intention to change something advertising 24/7 support until it isn't 24/7 any longer is not a crime it may be immoral but not illegal.

As stated above, it's a lot more than immoral, it's mis-selling.
As this ridiculous situation could be readily resolved as previously suggested -

Quote from: Anotherone

............Business Support is there 24/7 now, and as Plusnet's "case" for this reduction in hours for Residential customers is no doubt that so few people call, why can't the Business Support handle any Residential customers but in a lower priority queue?

Plusnet remaining stupidly silent about this is nothing short of contemptuous.

[#3]

Quote from: g1000

If Plusnet are mis-selling online orders, this is illegal (The Consumer Protection from Unfair Trading Regulations 2008) and comes under Ofcom's regulatory powers. It is far more serious than misleading advertising or anything the ASA could do. I think an internet service provider would be expected to know how to edit a webpage within minutes. You can report knowledge of mis-selling to Ofcom. contact@ofcom.org.uk 0300 123 3000 or 020 7981 3000

good advice.

[#4]

ok got some bad and good news here reference ofcom.
The initial advice stands, if you unhappy, log a complaint with ofcom.
Ofcom cannot count this as a material detriment as they have now admitted they left that loophole in place.
However it has been escalated and plusnet are been contacted, I have been told if plusnet do not voluntarily contact customers and offer an opt out then ofcom will seek to draw up changes to the detrimental contract including non financial changes, however I respect this isnt great news as that would be a long process and do nothing to help anyone with these changes.
The avenues recommended by others e.g. to report to CISAS which will cost plusnet money.  Also the changes plusnet are doing are of course foul of current ASA rules and consumer laws, but with the latter there is no quick way to make a case against plusnet which they will be well aware off.
There is also these guys. http://www.ombudsman-services.org/what-can-we-deal-with-communications.html
Ofcom have clearly been somewhat naive to think they only needed to cover financial losses in their contract change legislation.  I raised the point with ofcom what if someone is suffering financial loss due to having to ring at a peak time, or change provider and write off LRS as a result of these changes, and they tried to refuse to answer the question but eventually admitted it would count.
Just remember if something isnt covered by ofcom it doesnt mean its legal.

[#5]

If Ofcom were a fig leaf, it would not cover a small set of genitals! 
Completely ineffectual at doing what they are supposed to do.  But as I've said before what else might one expect of an organisation responsible for (in effect) engineering processes run by a fast tracked PC bean counter?

[#6]

@chrcoluk
Ombudsman Services are irrelevant. They aren't an "Ombudsman" in the expected meaning. They are Otello renamed a few years ago. Just the alternative ADR to CICAS. Plusnet are signed up to CICAS.

[#7]

Quote

Otello (Italian pronunciation: [oˈtɛllo]) is an opera in four acts by Giuseppe Verdi.

[#8]

Ofcom (English pronunciation: [off-com]) is a joke in many acts by Sharon White. 

[#9]

@vilefox
Very true! The Cunning Little Vixen however is by Leoš Janáček.
I couldn't remember the exact misspelling they used, so plumped for that. I'm fairly sure it wasn't Othello, but it may have been. It's certainly a variation on that. Can you remember it?
My point was still valid of course. They are simply the other of the two approved broadband ADR providers. (Though they aren't limited to broadband).

[#10]

Playing devils advocate here, there is no stipulation (as far as I can see) that the 24/7 support has to be offered by telephone, they only have to offer support in some matter, 24/7.  If they can still offer that (maybe by, I dunno, some sort of ticketing system) then there would be no material alteration.
Obviously, with this and the phone price rise (will be shopping around for a new phone provider tomorrow, pretty glad it's split from my Fibre, or maybe I'll go pure VOIP) then PN's reputation with it's current, older client base is taking a hammering, too many changes which are to the detriment of the people who pay PN's bills.  Anyone recommend a good VOIP service? (I'm on FTTP so don't actually need a phone line).

[#11]

OK - Suppose I have a problem at midnight & I phone the business support number will Plusnet provide me with the 24/7 support they are still advertising?
Or will they say we are closed, phone back later?

[#12]

Quote from: w23

Ofcom (English pronunciation: [off-com]) is a joke in many acts by Sharon White.

To be fair she has only been there a few months, I still feel a lot of how weak the current regulation is, is more to do with the previous CEO.

[#13]

No, it is the entire Ofcom management team.  Look at their completely irrelevant experience.  Finance  not engineering.  They simply have no comprehension of what they have governance over.

[#14]

Aside from Peter Culham (who is an economist for OFCOM), I don't think any of the board come from finance based backgrounds.

[#15]

Do they come from Telecoms backgrounds?