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Worried!!

Devonian
Grafter
Posts: 1,854
Registered: ‎01-05-2011

Worried!!

I am leaving BT to move to PlusNet because BT are quite frankly the WORST company I have ever dealt with.
They cant even spell my name correctly, let alone provide broadband that works.
After signing up, I found out BT own PlusNet... obviously that annoyed me a little, as I would rather stab myself in the eye than give BT custom... however PlusNet do have a good reputation, so I have decided to give them a bash.
Now, I have just got home from work, to find my PlusNet router waitiong for me... great... except plastered accross the front was a BT sticker, with my details printed on it, which tells me that PlusNet is a lot closer to BT than they would like to admit.
Can any body clarify exactly how close BT/PlusNet operate?
23 REPLIES
phil4
Grafter
Posts: 244
Registered: ‎13-12-2007

Re: Worried!!

I can't tell you exactly... but personally I'd say at arms length.  Is say that because it's clear to me that at the very least support is seperate.
I think this seperation goes further, things that suggest that:
1) BT FTTC is offered with "Unlimited" as an option, whereas PN have always stuck to usage limits.
2) BT FTTC will not be available with a static IP, yet Plusnet will.
I know these are small differences, but they show me that when the packages are designed, it's not the same people, nor a set of group rules that decide them.
On the router front, one possible explanation is that BT own Dabs, and it's quite possible BT and BT group companies use that to fulfil hardware orders, such as your router.
Something to also bear in mind, is that with the exception of Virgin pretty much every ISP uses BT's services to provide broadband (economically I don't think they have a lot of choice).  And of the problems I've read round here, it seems to be that disconnect that causes problems.  PN can't control BT as they might their own teams, and BT as you're aware seem to be good at getting things wrong.    What I'm saying by this, is that you may run into similar problems with most other ISPs too.  Oh, and from personal experience I'd recommend not going to Virgin.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Worried!!

From memory the router is despatched from a central BT owned warehouse - I have seen posts about this when they screw up and either send the wrong one or don't deliver at all.
That is about the closest Plusnet get to BT retail and I am not even sure who runs the warehouse - Dabs is a good thought since BT bought them
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: Worried!!

another big difference is the call centre PN is now completely in Sheffield, I think BT Broadband is in the far east -India?
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: Worried!!

Yes peter BT support Is In the far east unless of course your a business customer.
If life gives you lemons, make lemonade.
Devonian
Grafter
Posts: 1,854
Registered: ‎01-05-2011

Re: Worried!!

Yup, BT are using slave labour in India... unless you wish to cancel your service, then you get to be put on hold for an hour until the 1 member of staff in the UK answers the phone!!
I guess Im looking to be reasured that Im not just signing up to BT in a different pair of trousers!
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: Worried!!

hehe at least that one person answers It, Try talk-talk, You ring them for cancellations and your told to call back later because of a fire drill!!
If life gives you lemons, make lemonade.
198kHz
Aspiring Champion
Posts: 3,502
Thanks: 430
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Registered: ‎30-07-2008

Re: Worried!!

[quote=BT Annual Report 2010]Following the conclusion ofthe Office of Communications (Ofcom) narrowband market review in 2010 we are able to benefit from our new regulatory freedom to launch bundled services targeted at different customer groups. We will also use the Plusnet brand to offer lower-priced services for more price-conscious customers.
Remember you are unique - just like everyone else
Devonian
Grafter
Posts: 1,854
Registered: ‎01-05-2011

Re: Worried!!

If this is true, then I think I should cancel the order before its completed.
I did concider BE llu, I think thats the way I might have to go.
Steve
Seasoned Pro
Posts: 6,818
Thanks: 315
Registered: ‎13-07-2009

Re: Worried!!

I hear good things about BE but I cant get them where I am, But I can assure you Plusnet handle things fairly well, I rarely have a complaint, The complaint I would mostly have Is Adam walkers bad taste for music. Grabs coat!
If life gives you lemons, make lemonade.
198kHz
Aspiring Champion
Posts: 3,502
Thanks: 430
Fixes: 13
Registered: ‎30-07-2008

Re: Worried!!

Quote from: Devonian
If this is true, then I think I should cancel the order before its completed.

Maybe you won't be so worried if you read this thread.
Remember you are unique - just like everyone else
Devonian
Grafter
Posts: 1,854
Registered: ‎01-05-2011

Re: Worried!!

I just spoke to a chap at PlusNet about this.  He said that yes things like hardware, and product packages are controlled by BT but he also said the day to day running, and customer service is completely down to PlusNet.  I'm not happy that I will still be lining BTs pockets with cash, but I will give PlusNet a fair crack of the whip!
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Worried!!

That isn't entirely correct.
Hardware is stored and delivered by the greater BT when ordered by Plusnet but as far as I know the product packages are not controlled by BT as this is fully under Plusnet control
Devonian
Grafter
Posts: 1,854
Registered: ‎01-05-2011

Re: Worried!!

God this is getting confusing!
As long as the product works, and I'm treated respectfully by PlusNet, then I will be happy.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Worried!!

Hi there,
We are owned by BT Retail, and obviously they have high-level input into our long term plans (the Fibre proposition for example).
However they do not design our products, or control the day-to-day running of the business (we have our own chairman and management team that do this).
The hardware is sent from a BT Warehouse, but it was even before BT Retail bought us (they don't just provide hardware for BT companies).