I left, a fair while ago now, although my broadband was reliable enough not to need to contact Plusnet Help.
The changes that made raising tickets almost impossible and four-year atrocious phone Help-Line wait times culminating in the Plusnet preference for Twitter or online Chat for all queries (along with removal of 24-hour phone help) made me very worried about what would happen if I needed urgent help
from someone with a brain that company policy allowed them to use
. (As in the very obvious down-grading that happened around that time of the brilliant reps on the Community forum - they ceased to be able to make things happen
Every time I pick up on a problem, (and look deeper), I see:-
"Plus ca change plus c'est la meme chose"
Except it isn't
. It continues to get worse. That can only mean it is company policy not to waste money
on customer support.
I think it may be the "chickens coming home to roost" time. When hugely expensive television advertising is not keeping the customer acquisition rate up with the attrition rate (churn has gone negative).
Once the market is saturated, retention becomes cheaper than replacement. I wonder how long it will be before BT Group management realise the brief they gave the Plusnet CEO is no longer appropriate.
Or will they just blame and replace him
My broadband basic info/help site - www.robertos.me.uk.
Domains, site and mail hosting - Tsohost
Connection - AAISP Home::1 80/20. Sync 72213/12265Kbps @ 600m. BQMs - IPv4