In answer to the original question "Was it a mistake to join PlusNet" I suggest that the mistake was made years ago by Ofcom when they allowed a single corporate organisation to have all of Retail sales (BT Retail selling to their own customers), Wholesale (BTW selling capacity to their competitors) and Infrastruture provison from BTOR. No matter what the rules, I do not believe that BTOR and BTw are playing a 'level playing field' game with their wholesale customers (ISPs and resellers). As noted by Anotherone, there are numerous reports herein of BT retail customers getting service provision ahead of PN customers who placed their orders first, yet get their sevice last.
As for PN's "blame" for BTw/BTOR, no matter how distatseful that might seem, without shrinking from the fact that it is PN's responsibility to manage, it is I suggest still the truth that BTOR / BTw are not delivering to PN and PN's hands are tied. I have a now long on-going issue for which BTOR have been on site at least 8 times... PN have been great in trying to manage the problem, but are not getting the information they need from BTw. The experience 'at the other end of my problem' is that BTw do not return phone calls, do not reply to emails or for that matter know what they are going to do next or when. If you think PN's customer service is poor, just be grateful that you do not need to deal directly with BTw... or for that matter BT Retail whose customer service is in India. At least PN's staff all have English as their
first language.
The bottom line here which is wrong is BTOR are not compeletely independent of the BT group. There is no independence, objectivity or non-bias in respect of BT Retail. Whilst they remain under a unified company, there will be bias towards the BT brands / delivery channels - it is inevitable, it would not be human nature to do otherwise - if it were our own company, we'd all make sure that our direct customers got the best slices of the cake before those of our thrid party resellers. Though PN are within the BT family, one does not discern any preference being given to PN above other ISPs. Indeed it is even possible that the reverse is true; in an attempt to avoid any suggestion that that PN are being dis-favoured.
One point to consider here - if a given sub-contractor (where you have no alternative choice) is letting you down, whilst at the same time your market share is increasing, it is going to be apparent that you have more delivery issues than your competitors. That (of its self) does not make you worse than the others... it just means that you are more exposed to the failings of the monopoly supplier.
If you do not like this and really want to make a difference, then lobby Ofcom for the splitting up of the BT group. Write to your MP - remember Government has spent vast sums of your tax money on BTOR infrastructure... which THEY are not managing effectively!. BTw/BTOR need a rocket up their trunk cables!
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.
