cancel
Showing results for 
Search instead for 
Did you mean: 

worst provider

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,541
Fixes: 12
Registered: ‎01-12-2010

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 ?

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 .
13 REPLIES 13
Townman
Superuser
Superuser
Posts: 22,921
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: worst provider

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

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.

Oldjim
Resting Legend
Posts: 38,460
Thanks: 787
Fixes: 63
Registered: ‎15-06-2007

Re: worst provider

ejs
Aspiring Hero
Posts: 5,442
Thanks: 631
Fixes: 25
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.

Townman
Superuser
Superuser
Posts: 22,921
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

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!

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.

Gel
Aspiring Champion
Posts: 2,332
Thanks: 299
Fixes: 29
Registered: ‎02-08-2007

Re: worst provider

chenks76
All Star
Posts: 3,274
Thanks: 338
Fixes: 12
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.
alanf
Aspiring Pro
Posts: 1,931
Thanks: 78
Fixes: 1
Registered: ‎17-10-2007

Re: worst provider

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

Jonpe
Hero
Posts: 3,991
Thanks: 1,831
Fixes: 9
Registered: ‎05-09-2016

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.

chenks76
All Star
Posts: 3,274
Thanks: 338
Fixes: 12
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.......
mgfvvc
Hooked
Posts: 8
Thanks: 1
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?

Gel
Aspiring Champion
Posts: 2,332
Thanks: 299
Fixes: 29
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.

dvorak
Moderator
Moderator
Posts: 29,473
Thanks: 6,623
Fixes: 1,482
Registered: ‎11-01-2008

Re: worst provider

this discussion was about broadband not mobile, that may well be regarded to have brilliant customer service,
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Gel
Aspiring Champion
Posts: 2,332
Thanks: 299
Fixes: 29
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.

Tags (1)