That's fine Michael, but some banks are just as difficult to contact as Plusnet's accounts team! Anyway, why should customers have to waste their (and their banks') time sorting out the mess created by Plusnet's new billing system? It's a shame because my PN service is otherwise excellent.

Thankyou all for your comments.

Regards,

Adam

Adam, if you are worried about overcharging -- and many people are often close to overdraft limit -- maybe you should take a look at Plusnet's user forum, and the 16 pages of angry posts since the new billing system was launched about three weeks ago clicky
As I said I'm very happy with PN BB and it's nice to talk with British advisers, when you can get hold of one! In fairness most are tied up with the new system which isn't their fault, must be very frustrating for them. They will sort it out eventually but customers are taking a lot of hassle.

In reply to a post by Malwaremike:

They will sort it out eventually but customers are taking a lot of hassle.

Some time never.

In reply to a post by Malwaremike:

They will sort it out eventually but customers are taking a lot of hassle.

That is what Plusnet have been saying year after year, literally for several years. Anyone remember how the additional Customer Service centre (in Leeds?) was going to solve the never being able to get through on the phone problem?

I've still got a ticket open regarding fouled up referrals. At least they know they've fouled up/ Just got this email about billing. Their billing systems are indeed FUBAR

=========================================================================

Username: xxxxxxxxxxxxx

Hello xxxxxxxxx

We need to let you know that your October bill has been delayed.

We just wanted to drop you an email to reassure you that you won't be charged any more or less money, and your service won't be affected in any way. You'll get your usual email notifications when your bill's ready, and payment will be taken via your current method.

We hope this doesn't cause any problems, but please get in touch if you need to. Call us on 0800 587 2677.

Best wishes,
The Plusnet Team

I've certainly had my troubles with Plusnet, Bob, as you remember from your much appreciated assistance a few years ago. All I'm asking is that we show a little understanding towards the customer advisers who had nothing to do with PN's programming or management decisions yet must take the flak from justifiably angry customers.

I have spoken to several advisers over the past couple of months regarding my bills which have been screwed up. Waiting times have varied from 30 seconds to 30+ minutes, after which I gave up. Some advisers have been transferred from the tech staff to help on the billing side; one was quite upset by hostile customers let alone dealing with genuine hardship cases who were about to be cut off for non-payment. Some would like to change jobs but they too have their rent/groceries to pay. I have found all the advisers apologetic and helpful even if it's only to inform me that my bill overpayments have been refunded but my monthly invoice will be delayed because of glitches in the system.

The responsibility lies much higher up the line but these well-paid folk are keeping their heads down. What I would really like to know is how many customers are affected by this billings fiasco; a customer dissatisfaction rate of only 0.1% would delight most retail businesses, yet with 1.3+ million PN subscribers this equates to at least 1,300 unhappy clients. In many years of self-employment I learned that you can't please everyone and most PN customers seem satisfied with the service itself, as I am.

Posting on this forum or any other seems to be a waste of time. Only two years ago Ofcom fined PN £880,000 for serious failures in customer billing. The Ofcom statement can be viewed here. Aggrieved customers might think about complaining direct to Ofcom. Another fine, this time big enough to impact on the profit line, is the only way to move PN management.

I don't recall my ever criticising the telephone help staff, in the reasonably long time I was with Plusnet . Your post implies I was doing.

As you say, it is entirely the senior management who are to blame. But there is no way I would ever go back to Plusnet.

Not only the ongoing cock-ups, but also AIUI they still can't run IPv6 properly - I was on the trial for a while and with my much greater understanding of it since leaving the system itself was a complete dog's breakfast. Not a proper implementation of IPv6.

I am sorry if I implied you criticised PN customer staff, Bob, as this was certainly not my intention. In recent months I have posted elsewhere on this forum and also on the PN forum asking for some consideration of their predicament. PN fulfils all the broadband needs of simple non-tech folk like myself and our community group, I have neither understanding nor need of IPV6, all we want is reliable supply at reasonable price and PN supplies these requirements.

What we cannot understand is why their billing system appears to be in such a shambles. Our other utility suppliers, eg electricity, bill our metered supplies regularly and efficiently, why should our BB be any different?

I shall not post again as it's a waste of time. Those who feel aggrieved, and some have been double-charged to the extent they have been forced into overdraft, should complain to Ofcom with accurate accounts of what has happened. Two years on from their hefty fine, PN management seems to need another lesson, maybe this time it will be £1 million.
Regards, Mike

Correction:

In reply to a post by RobertoS:

but also AIUI they still can't run IPv6 properly at all - I was on the trial for a while and with my much greater understanding of it since leaving the system itself was a complete dog's breakfast. Not a proper implementation of IPv6.

The trial was totally closed when they replaced the gateways and IPv6 is now not available.

Edited by jelv (Sat 20-Oct-18 17:57:58)