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worst provider

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Seasoned Hero
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worst provider

I saw a post on the forum and followed it to this page  dated 29 MAR 2017  http://www.mirror.co.uk/money/most-complained-broadband-providers-britain-10121732 .

Plusnet and BT have been named and shamed as the worst broadband providers in Britain for customer service - for the second time running.

would Plusnet care to reply ?

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Superuser
Superuser
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Registered: ‎22-08-2007

Re: worst provider

If its published by the Mirror, surely you don't believe its true? Funny Lips_are_sealed

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Community Veteran
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Re: worst provider

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Community Veteran
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Registered: ‎10-06-2010

Re: worst provider

Ofcom release the data at regular intervals:

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/latest-telecoms-and-pay-tv-com...

This was released yesterday and may be more interesting:

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/service-quality-telecoms-provi...

Plusnet’s landline and broadband customers waited longest to have their call answered (7 minutes, 27 seconds on average), with more than one in five of its customers (21%) hanging up before getting through.

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Superuser
Superuser
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Re: worst provider


@Oldjim wrote:

why not - because it is true https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/telecoms-pay-tv-complaints-march-17


@Oldjim - Jim I was being ironic!

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All Star
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Community Veteran
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Registered: ‎24-10-2013

Re: worst provider

i think everyone here would be happy if it actually was an average of 7 minutes.
when in reality most will know it much much longer than that.
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Aspiring Pro
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Registered: ‎17-10-2007

Re: worst provider

Perhaps the PR people will regret featuring wooden spoons in the Plusnet adverts.

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Hero
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Re: worst provider

It's not always helpful to deal in averages.  If you are the first few callers of the day you'll get straight through, other callers won't be counted because they hung up (in most cases after an unacceptably long wait), by definition most people will call at the most popular times, when the waiting time is the longest.  The average may well be seven minutes but if you are only able to call at a time when most other people are able to do so, the seven minutes is meaningless.  The number of calls in the queue isn't a good guide either; some people need a long time to explain their problem and get it dealt with while others only want a straight forward answer to a query.

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Community Veteran
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Registered: ‎24-10-2013

Re: worst provider

if only they had an alternate method of raising issue without having to call, something like an online ticket system.
oh wait.......
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Hooked
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Registered: ‎20-03-2017

Re: worst provider

It seems to depend on what you are measuring.

Apparently Talk Talk is the worst, followed by BT, with PlusNet somewhere near the middle, if you believe these results?

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All Star
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Registered: ‎02-08-2007

Re: worst provider

I saw a PN Mobile ad today quoting our "Brilliant Cust. Service"; how can this be claimed.

In my view as a Marketing professional I am firmly of the belief this breaches the ASA Code of Practice.

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Moderator
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Re: worst provider

this discussion was about broadband not mobile, that may well be regarded to have brilliant customer service,
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All Star
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Registered: ‎02-08-2007

Re: worst provider

Don't monitor the mobile thread, but had assumed Mobile used same PN Cus Service resource.

Even if not, the  press ad. is under PLUS NET brand and refers to "Our brilliant etc..." and so

ad readers will assign claim to PLUS NET as a whole.

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