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PlusNet Issues Customer Service Update

Posted: 01st Nov, 2006 By: MarkJ
PlusNet has issued a new service update for its customers, explaining the current situation and how they are working to improve things. The move follows a steady stream of user grumbles surrounding the ISP's support quality and broadband speeds:

Comparing the position two months ago with today, you can see that we are close to the complete clearance of our ticket backlogs, and the levels of system and network problems still outstanding is lower now than it has been in over 12 months. It was these backlogs and problems which caused delays in answering customer tickets and calls, and the rushed communications which many of our customers rightly felt let down by.

We still have a way to go, but we hope the insight here shows the commitment that everyone at Team PlusNet has made to put right the wrongs and get us back to the award winning position we held not so long ago.

The lengthy update, which can be read in full HERE, then goes on to isolate several specific problem areas:

DSL Max Upgrade Programme
On Friday we will place the final outstanding Max Upto 8Mb requests and will be in a position where any request to upgrade to a Max is handled quickly and for free. The fault rate on Max is now down to the same levels as we experienced before the start of the Max upgrades, and we are now happy with the way BT are handling any faults that occur.

Tiscali LLU
We believe the Tiscali disconnections issue is now fixed and our reporting is showing a stable and reliable platform. We have installed a second resilient link to the Tiscali network, and have put in place much more robust monitoring to ensure that we are aware of any changes or problems that occur immediately.

Connection Speeds
Some customers have reported that connection speeds are currently not meeting their expectations during peak times. We've discussed details of this in service status messages posted already and a full update will be made available shortly. There are a number of factors involved, including balancing of our Broadband platform, contention within the BT network and a number of DNS issues that may all be impacting customers.

Email platform Stability and Spam
We are very conscious that our email platform problems over recent months have been a major concern for customers, and we have a plan for a major overhaul and development of a next generation mail platform which has already begun, and a detailed announcement about this is currently being prepared. Our new spam solution will help with the increase in spam mails we have seen being sent to our customers, details of this are available here: http://usertools.plus.net/status/archive/1161861817.htm

The update affords a welcome and honest appraisal of the provider’s problems, although users still suffering from the issues raised will no doubt be hoping for an improvement to match the ISP’s commitment above.
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