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An angry message from the PlusNet Marketing Director.

I agree with TRIaXOR - I was one of their bigest defenders on ISPr when I was using them, because the service I recieved was genuinely high quality.

Now it looks like they are slipping again (I'm glad I got out when I did) and blaming everyone but themselves. I don't have a great deal of sympathy. I certainly wouldn't look at them agin, not until they get their sh1t together and start providing a good service again.
 
Quote : I use the service and get as frustrated as customers do.

If the MD of the company cant even get a decent service, what chance does a customer have?

Thats just a joke tbh <---- +1 ancronym for Jarman ROFL (2) :D
 
No, it should be said seriously. I wonder how many emails he lost the other day when an engineer seemed to pull the wrong plug? Wonder if was to tell customers about the LLU lashup?
 
Just received this latest e mail

Message from Alistair Wyse, Technical Director
-----------------------------------------------------------

At the end of May we announced that we were making extensive changes across our Customer Support Centre. These changes were aimed at ensuring we could continue to offer the quality of service and support that we know you expect, and which at times recently we haven't been delivering. We've been discussing our progress in the news section of our website at: http://www.plus.net/features/csc_news - This page will continue to be updated with the details of what we are doing to fix the underlying causes of the high demand we have seen in our support centre.

Although the BT 8Mb MaxDSL upgrade programme has been the principal reason for much of our extra workload, this has been exacerbated by additional work stemming from problems with our business processes, support staff skill levels and the recent programme of transfers to LLU. This had resulted in levels of over 5,000 outstanding questions (aka tickets) and 1200+ BT Broadband faults awaiting diagnosis. We normally expect there to be less than 300 open questions and about 100 potential BT faults awaiting diagnosis at any time. The effect of this was that our resources became swamped, ticket turn-around times became unacceptably long, and telephone support answer rates were also significantly affected. In addition, we were receiving lots more follow-up telephone calls because of the delays, and this just added to the difficulties our customers had getting in touch with us.

The priority for our support team has been to clear the backlogs of outstanding questions, ensuring that we were making quality responses. At the same time we have been increasing the average skill levels of our support staff. It's taken a huge effort from everyone, but we are pleased to report that at 9.00AM this morning there were just 79 Customer Support questions and 171 fault diagnosis requests outstanding. This represents volumes of work close to business-as-usual levels. Clearing what was by far the largest backlog of customer service issues we have ever experienced has been entirely down to the mammoth efforts of our support staff, supported by our development and operational resources, which are made up of people who not only have a passion for the business, but also for Broadband itself. Many of our staff gave their personal time in order to achieve this.

This is good news for us, and for customers. Over the coming weeks we will continue to focus on the quality of our responses and on continuing to improve our business processes, as well as the tools available to you via our website. Service disruption has always been there, but not in the same frequency as the last two or three months. As regards the experience that some customers have had in that period, we are truly sorry. We are determined that we will not allow this collection of circumstances to be recreated in the future.

----

In order to give you visibility of the performance of our broadband service, we have published details on our website which show exactly how our network management is working at any point in time. Although many other ISPs are now implementing network management of some description, we believe our solution is the only one that is providing the advertised product in a quality way, and therefore we are prepared to be transparent about how, why and what we do to ensure the quality of your broadband experience.

See http://www.plus.net/support/broadband/network/broadband_bandwidth_usage.shtml for more details.

With Regards,

Alistair Wyse
Technical Director


:hrmph::confused:
 
All this news about upgraded caps etc. I cant find it on the plusnet website. It stills says unlimited on a number of their packages.

And the information above in that link is more or less meaningless.
 
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Old dude said:
All this news about upgraded caps etc. I cant find it on the plusnet website. It stills says unlimited on a number of their packages.

And the information above in that link is more or less meaningless.

Agreed Old dude...That is the way Plusnet seems to ( mal)function these days.

It seems to me as if they are in desperation mode, we keep getting different snippets of info from different individuals, not heard any more from Mr. Protesta lately.. ;)

No sign of any Plusnet reps in here either....:hrmph:
 
Well, I found them, actually Mark J did, but they are rather deeply buried. So much for being upfront with caps etc.

Plusnet, if your reading being upfront about it would be putting it clearly on the page where you advertise all the details about a package.
 
Plus Net

Well will he be there next week, or down at the dole ?
If were his boss I would sack him, this is just a rant of a guy who blames the punters who pay his wages , but are not getting the service they thought they would get from Plus Net,:p
 
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I suggest you look at my last post Bob.

And if it doesnt say unlimited now, it certainly did! Course, it might have changed as it was a while before you replied to my post.
 
How many customers are happy ?? Long Post Sorry

Well guys the facts always speak for themselves and the columns of the PN forums states Topics in Magenta and Posts in Orange.

And going through them its hard to find someone who is actually happy.

As a former F9 customer who had been with then since they started and is now totally convinced that the service and support that force9 now gives is totally unacceptable to say the least, on leaving a service after so many years and as a result of leaving early due to constant non connections and no e-mails i had to pay over £290.00 on one account opend 2 months previous and a large sum on the second account that should had no charges applied, when i argued with them i said with all the problems i have had and lack of services and support you expect me to pay you for it as well, as previously mentioned i had to pay it.

Since transferring to BT they still have not changed the dns records and BT cannot get all my mail to me without having to log into my old F9 account, its been a month now and they will not answer my tickets.

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Also due to the fact that F9 cannot be bothered with changing of my DNS records etc from their servers has left me no alternative to invoice them on a daily basis, they were informed by the ticket system that this would start from the first monday after the w/e 24th Sept 06. Weekend ending as my business starts monday to sunday (strange i know). as of yet they have not bothered to answer the tickets assigned to them on the 18th to 24th and then onto today.
 
Well, I found them, actually Mark J did, but they are rather deeply buried. So much for being upfront with caps etc.

Plusnet, if your reading being upfront about it would be putting it clearly on the page where you advertise all the details about a package.

Where do we state 'unlimited' ?
 
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Thats a rather old post you replied too. You DID say unlimited, but obviously not now.

I see by all your trawling of this forum your trying to help, or bring plusnets name out the mud, or both, but keep it in context.
 
I was merely replying to one of your posts.

I can't recall ever seeing us advertise as unlimited in the last 12 months.
 
I'm not calling you a liar :)

I'm merely stating that I cannot recall seeing anything on our site stating unlimited as we haven't advertised our services as such for a considerably long period of time, and we only advertised it as such for a brief period of time.
 
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