Very much reflecting the fears for the future that made me leave in August 2015. I feared greatly when Andy Baker was appointed CEO in December 2013, and was not mistaken.
In my time with Plusnet the promises of more and better support kept being made, and not just broken by failure but made worse by deliberate structural changes. The most important of which was the effective removal of the ticket system, which although it needed major reform ,(adding info to it automatically sent it to the back of the queue), did at least let non-emergency problems sit on the back burner at the customer end while they got on with their life waiting for a reply.
The progressive hiding of useful information such as the Current line speed
, (I assume it is still available using the direct link which is no longer published in the help pages), and the gateway loadings. I also found the reorganisation of the help pages appalling, with their emphasis on making you end up with the robot-chat which was worse then the previous maze built up over many years.
I couldn't even accept the removal of information of the gateway and node page, which incidentally gave approximate customer numbers and may have been the justification for the removal of the page. All the big ISPs publish them at least annually, so why not be better as before? The main information on loadings often gave clues for the customer as to what to do about performance issues. For example, simply try gateway hopping, or raise a ticket.
The effective muzzling and neutering of the extremely able and helpful online Care Team around the end of 2014 to early 2015, I forget the actual time, really struck me, with some of the best being moved to other jobs. Whether as promotion or sideways to get them out of the way I don't know. I see one at least still does post occasionally. If for promotion, I do not begrudge them that! They hugely deserved a reward. If sideways, hmmmm.
But they were not replaced by people with the same clout within the organisation. They were replaced by perfectly helpful, decent and competent people who did well, but seemed not to have anything like the power to actually get things fixed
on a customer's account compared to earlier. Wasn't the team just absorbed into the main CS function as well?
Alongside that happening to them on the Community forums, they were clearly banned from significant contribution here.
I came across some telling stuff a link
in the Tut! Tut!
thread and posted an extract there. I am moving it to here as more directly relevant to jelv's catalogue. (Green = success/done; red = fail/withdrawn):-
So, without further ado, what does 2007 hold for PlusNet?
Please see the detail below these points for more information, but in summary, these are our plans for 2007:
•ongoing improvement of customer support including the expansion of our Business Support Team.
•incremental broadband central capacity and continued improvements to our network management systems.
•a next-generation email platform with new features, enhanced Webmail, and vastly improved service performance and resilience.
•replacement of the “You Stay We Pay” payment scheme
•introduction of new ‘converged’ products, such as ‘ BT Home Hub’, ‘BT Fusion’ and ‘BT Vision’, and an improved Voice over IP (PlusTalk) offering.
•new hosting and domain solutions.
•more transparency of our business policies, network performance, and a new community support website.
Current promises don't look much different, and are no different from the repeated almost identical ones year after year
. From the outside I now see the online chat developing into farce and the phone help system not worth trying - or at least no point in hanging on longer than 15 minutes. People have things to do! Sitting with a phone on loudspeaker is rarely an option.
Add to that the sheer management incompetence over the installation of non-IPv6 kit (the bng ones) to replace the older stuff that handled it fine as far as I could tell when on the trial, and the withdrawal of 24-hour support, and long ago I stopped recommending them. I'd be ashamed to do so.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk.
Domains, site and mail hosting - Tsohost
Connection - AAISP Home::1 80/20. Sync 60000/15329kbps @ 600m. - BQM
Edited by RobertoS (Tue 29-Nov-16 13:38:54)