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PlusNets DSLMax Upgrade Change

Posted: 19th Jun, 2006 By: MarkJ
PlusNet has posted a service update on ADSLGuide's forum, which states that the ISP has temporarily suspended 'automatic' upgrades to BT's newer ‘Max’ (up to 8Mbps) technology. The number of complaints about Max has apparently bogged the process down:

As a number of you are probably aware, the response times for phoning the support desk and responses to questions, especially fault related ones are nowhere near what we would like to be offering. This is to a large part down to a large number of problems that have been raised with the customers that we have upgraded to DSLMax. The main problems being line connectivity stability and fluctuating speeds, especially within the first ten days of activation. This is a causing a considerably higher volume of calls and questions being raised.

Now, I’m certainly not blaming our customers for this at any stage, as it is only natural to contact us when these sort of things occur. These problems are sadly happening across the industry, and we are suffering particularly because we are upgrading our entire userbase for free, and as such, have an extremely large backlog of faults and tickets.

Because of this, we have taken the decision to freeze our automatic upgrade process for at least the next two months. However, if you do still want to gain an upgrade to a DSLMax service, we will still be offering this to people that opt-in via the http://trials.plus.net site. We still will not be able to offer an accurate timescale for when these will be completed, but they should be performed within 3-4 weeks of the request being made. Anyone who has already put in a ‘queue jump’ ticket will be added to the ‘opt-in’ pool and upgraded if they haven’t already been upgraded (most have).

Now, obviously this raises the question as to whether or not this should have been the process that we should have taken initially. Hindsight is clearly a wonderful tool, and at the time that we made the decision to upgrade all of our customers, we felt that this would be a fair direction to follow for everyone, and the feedback that we had seen from the trials that BT ran, was extremely promising and had no indication that the number of issues that our customers are reporting would be seen.

Again, I appreciate that calls waiting times and the times that it is taking for us to respond to questions raised via our website is not acceptable, and we feel that by pursuing this decision, these will be reduced over time, as we are able to reduce the large backlog of faults and tickets we currently have open. I’d also like to apologise for the frustration that these back logs are currently causing, and also thank everyone for their patience during this exceptionally busy period of time.

So, in short, our DSLMax service offering will now be performed on an opt-in basis, and we will be emailing all those who have not yet been upgraded, to let them know.


Much as many readers will recognise, PlusNet is just one of several providers to have openly voiced their concern at the volume of complaints related to MAX. The issues are always the same and we can only imagine how much pressure is now being placed upon BT to resolve them.
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