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Standard User RogN
(fountain of knowledge) Fri 13-Jan-17 23:22:14
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Re: They are a disgrace


[re: Chrysalis] [link to this post]
 
Top management have always been ify. I remember the issues with Dave Tomlinson and Carol Axe. That was way back in about 2004.
Standard User jelv
(knowledge is power) Fri 13-Jan-17 23:48:45
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Re: They are a disgrace


[re: RogN] [link to this post]
 
Later than you thought: https://uk.linkedin.com/in/carolaxe
Customer Support Director
Plusnet
June 2007 March 2009 (1 year 10 months)

She didn't last long!

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016)
Telephone rental: Pulse8
Standard User RogN
(fountain of knowledge) Sat 14-Jan-17 00:57:50
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Re: They are a disgrace


[re: jelv] [link to this post]
 
She was there earlier than that, I received this email and you can see the date
This email is to notify you of the introduction of a fair usage policy for our residential broadband services, which will apply from April 2005. Additional information and an FAQ, where we have answered many questions that may arise have also been provided at the bottom of this email. Further to this, we will shortly make an additional announcement which relates to free connection speed increases being offered to all customers.

Background

Our residential broadband services are sold based on a 50:1 shared (contended) service. Customers who continuously download very large files, especially from sources where no revenue is generated to cover the cost of such high usage, are effectively using their connection as a 1:1 service. If left unchecked, this burden on capacity, plus the higher costs associated with this type of usage, would have meant general price increases or an impact on the speed and quality of our service for all customers. Furthermore, with the imminent connection speed increases most customers can expect to see, the problems caused by the very heaviest of users will only increase if no action is taken.

Fair Usage Policy

After reviewing our recent exercise, which placed the 0.2% of customers who had the highest utilisation onto a reserved platform, shared between themselves, it became clear that this was successful in terms of returning 10% of capacity. It was also apparent however that we needed to be clearer about what our Broadband products are designed to offer. Following feedback from our customers, we committed to introducing a clear fair usage policy, based on current contention levels, so that everyone can understand what fair and sustainable levels of usage are on our Premier broadband products.

We have worked hard to deliver a solution which avoids the need for us to increase prices or introduce monthly data transfer limits, both of which have been recently announced by many of our competitors. Because we understand that our customers wish to continue using a broadband product that is both flexible and sustainable, while offering great value at a low price, the fair usage policy we are adopting addresses these concerns. We believe it is both the clearest and fairest way for us to continue to offer the quality and service we are renowned for, to all of our customers.

The fair usage policy which is being introduced has been designed after taking into account specific customer feedback provided by the PlusNet Usergroup as well as a customer feedback survey, conducted last month. We envisage that the system will only affect around 1% of our customers, and even then, the design means a much smaller proportion than this will ever have their service impacted as a result of our fair usage policy. More information as well as details of how the system will work are provided on our website:

http://www.plus.net/features/usage_guide.shtml

We would also like to highlight that the fair usage levels which have been set are reflective of current wholesale costs for broadband provision, which like every ISP we must absorb. We recognise that usage levels vary for different customers and usage can be higher when people first register for broadband. The introduction of Internet telephony and video-on-demand style services will undoubtedly mean fair usage thresholds are reviewed in the future and because it is likely that provision of such services would include a revenue generating opportunity for ISPs, it means the costs of delivering these services can be accommodated within our product strategy.

The fair usage thresholds we will be implementing significantly exceed those defined by the 50:1 contended nature of our residential broadband products. As such, these changes represent a clarification to our existing terms and conditions (Sections 11.2(b) & 50.1). The introduction of a fair usage policy does not reflect a change to the product we are supplying. We would however encourage any customer who is unclear about any matter in relation to fair usage to contact our support centre where we will be happy to address your individual enquiry. Before doing so however we would ask that customers review all of the additional content provided in the link above.

With Regards,

Carol Axe
PlusNet Customer Support


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Standard User jelv
(knowledge is power) Sat 14-Jan-17 09:46:22
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Re: They are a disgrace


[re: RogN] [link to this post]
 
I hadn't spotted that there was a gap in her experience shown on LinkedIn from 2003 to June 2007.

Obviously she wants to airbrush over a period in her career.

I wonder why that could be?

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016)
Telephone rental: Pulse8
Standard User GeorgeLloyd
(fountain of knowledge) Sat 14-Jan-17 10:14:03
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Re: They are a disgrace


[re: jelv] [link to this post]
 
She didn't last long where ever she worked.

George
plusnet smile
Standard User RogN
(fountain of knowledge) Sat 14-Jan-17 10:47:39
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Re: They are a disgrace


[re: jelv] [link to this post]
 
Yes it was in that era that many of us were in serious conflict with PN. Getting old, I forget the name of the customer who was forcibly removed and threatened with court action. Carol Axe and Dave Tomlinson played a huge part in that confrontation. It was in 2005 that Tomlinson banned many of us from the forums (still have his email saying "This is a neutral action" like hell) and PN stopped doing the forum moderation themselves mainly because they did not know how to sope with the whole situation IMO.

Interesting period! But maybe Axe prefers to forget it!
Standard User RobertoS
(elder) Sat 14-Jan-17 10:48:18
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Re: They are a disgrace


[re: GeorgeLloyd] [link to this post]
 
When I looked yesterday I did see that some of the changes were within the same employer. IIRC particularly the more recent ones.

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 54999/14466Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User 23Prince
(experienced) Sun 15-Jan-17 14:05:13
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Re: They are a disgrace


[re: RogN] [link to this post]
 
In reply to a post by RogN:
Oh feels like a PN staff love-in. I wish any staff were competent, dealt with issues, did not shoot from the hip, listened to customers and wanted to do customers proud. Sadly in my experience they don't.


back in my day they did. In fact it was encouraged.
Standard User 23Prince
(experienced) Sun 15-Jan-17 14:06:51
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Re: They are a disgrace


[re: jelv] [link to this post]
 
In reply to a post by jelv:
Later than you thought: https://uk.linkedin.com/in/carolaxe
Customer Support Director
Plusnet
June 2007 March 2009 (1 year 10 months)

She didn't last long!


I was gonna say! She was there when I was.
Standard User jelv
(knowledge is power) Sun 15-Jan-17 15:20:54
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Re: They are a disgrace


[re: RogN] [link to this post]
 
The bit about the forum moderation is incorrect. When I joined them 15 years ago customers where moderating the forums then and it's been that way ever since.

There was an incident when Ian Wild took it upon himself to do some moderation and there was a hell of a stink.

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016)
Telephone rental: Pulse8
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