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PlusNet Kicks Users Over Forum Posts

Posted: 25th Aug, 2005 By: MarkJ
ADSLGuide reports that PlusNet has forced two of its customers to migrate away from the ISP or face termination. Unusually the provider took action because the two concerned "required an unsustainable level of attention" on their discussion forum.

In response a further two of PlusNet's customers, whom also act as volunteer moderators for its forum, have resigned from their positions:

"Two customers have been contacted as a result of their disruptive activities over a number of months in our customer support forums. The forums are a community for self support and a way for our customers to give constructive feedback, both positive and negative. These two customers required an unsustainable level of attention which was impacting our ability to address other customer's feedback.

We have repeatedly answered these customer's questions and feel we have not reached a common understanding. Therefore we have offered these customers an opportunity to migrate to an alternative ISP of their choice, at no cost to them. We have no plans to contact any further customers in this manner.
"


Naturally some concern has been raised among PlusNet's subscribers, whom fear that the ISP may be attempting to indirectly intimidate people away from making service criticism.

Typically any ISP over a certain size with its own customer forum has had to deal with similar problems (e.g. NDO, Vispa etc.), although this is the first time we’ve heard of people being openly removed from an ISP for it.
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