ISP Reviews by minusnet

Here is a copy of recent exchanges I have had with Tony Thompson who works directly for the CEO of PlusNet, Andy Baker:

Tony, Thanks for speaking to me and documenting our discussion. I would make two points:

1. I was promised three years ago that you were taking steps to improve call waiting time. Nothing has changed except the
fact that you have removed information from your real-time call stats. The fact you do not have a target says it all.

2. PlusNet have no excuse for not using intelligent call handling software which is readily available, to manage and inform
your customers.

It would be nice to have a personal assurance from Andy Baker that he will resolve these issues within the next six months. I fancy that the Consumer Association have no idea how bad things are with regards to call handling. Their questionnaire does not cover the specific question of call waiting time, perhaps they can be persuaded to include this very relevant factor when assessing your overall rating.

Regards, Mike


Tony Thompson - Complaints Advisor

12:34pm, Wednesday 23 Sep 2015
Dear Mr Davies,

Thank you for coming back to me.

I appreciate you've been told the information three years ago. I did in fact give this information to customers at that time. During this time I have seen an improvement too. Maybe this wasn't as much as I'd liked, but I do believe we got better. Of late though, things have gone slightly downhill. As explained, we've started again to look at other aspects and continue to work to the ultimate goal.

Our stats are still available, but different telephone software is being used so it wasn't possible to provide the same information as previously. Our targets are there, it's just not necessarily the are the same as you believed.

The suggestions you've made have previously been passed on for you. I'd hope we could provide our customers with as much information as possible. Ideally though, we'd like to sort problems so this isn't as urgent.

Andy is aware of the problems, and I am sure he is doing everything possible to resolve matters. I wouldn't like to say that he can have it fixed in any particular time frame though.

Should I be able to assist further though, please let me know.



Kind regards,

Tony Thompson

The last paragraph demonstrates that the CEO does not consider reducing call waiting time to an acceptable level (2 minutes) as being a priority. He does not even have a target date which is disgraceful for a service company with several million subscribers. As for "We'll do you proud" I think that this statement contravenes ASA rules. (Advertising Standards authority).