Plusnet profits increase

http://www.thestar.co.uk/business/plusnet-downloads-...

Looks like continually being short of staff to man the phones and chat is benefiting their profits!

And it shows the CS problem in reality rather than the platitudinous piffle given to people on the forums both here and on the Community site.

Turnover grew 18 per cent in the same period

That's the year to 31 March. The turnover increase due to increased customer numbers and an increasing proportion on FTTC so paying more than they were on ADSLx.

... while customer numbers were up 13 per cent, although the total is deemed too commercially sensitive to reveal.

Employee numbers grew eight per cent to 1,200, with 1,000 in Sheffield, based in the Balance office block on Trippet Lane, and 200 in Leeds.

So 13% more customers and 8% more staff. Many of whom will not be on CS.

Seeing as for years they have been claiming to be recruiting to catch up with fast customer growth, but CS access and response has deteriorated every year for a long time, the truth is out. They are losing ground rapidly. To cope with an increase in customer numbers of 13% and actually improve the CS service, I doubt if a 20% increase in CS staffing alone would be sufficient.

Pah! Humbug!

Restricting upload speed has made a bob or two I expect - An old PN favourite grab.

They are not so generous as they used to be with their retention deals for existing customers either, as that well known supermarket says "every little helps"

I suggest they do need more CS staff.

Waited 20 minutes (not the announced 15!) to get through this week and after the preliminary chat was told I needed to be transferred to someone else. Waited a further 15 minutes (the muzak was rather loud) and eventually the call dropped out. By this time I was losing the will to live so decided to give up.

At least the CS posted the query on the website so I could follow it up.

The 'Will to live' factor, saves ISPs so much actual work, it's about all that makes some viable these days !

I would die for 15 minute wait times. Have you ever been a BT customer? 1 hour is not unusual once you are transferred.

In reply to a post by ukhardy07:

I would die for 15 minute wait times. Have you ever been a BT customer? 1 hour is not unusual once you are transferred.

as the saying goes you gets what you pays for, cheap always means that some part of what they offer is going to be lacking in some way or other , Plusnot is what they should rebrand to, as for BT consumer, stay clear

In reply to a post by tommy45:

In reply to a post by ukhardy07:

I would die for 15 minute wait times. Have you ever been a BT customer? 1 hour is not unusual once you are transferred.

as the saying goes you gets what you pays for, cheap always means that some part of what they offer is going to be lacking in some way or other , Plusnot is what they should rebrand to, as for BT consumer, stay clear

But BT is not cheap, so waiting a hour is a disgrace, saying that so is waiting 15 minutes.
These ISPs should remember who it is that allows them to make these high profits.

It only takes me a minute to get through to BT support in the UK using one of their 0800 numbers