PlusNet reps don't know their LLU FAQs

On the subject of migrations back from LLU to IPStream, I'm disturbed to see PlusNet reps still giving incomplete and misleading answers to customers in their portal forum. This post states only that LLU migrants who didn't receive the initial general LLU email are eligible for a free move back to IPStream whereas the FAQ clearly states that customers who didn't receive BOTH the initial general email and the subsequent specific migration notification are entitled to move back to IPStream. The exact wording is that customers can be moved back to IPStream if "You did not receive email notifications before and at the point of migation to LLU."

Why doesn't this PN rep know his FAQs? Is this the new PlusNet?

Simon

Interesting how this is all complete rubbish (not you pr100, what plusnet say)

All my customers have been refused the option to convert back to BT Wholesale connection, even though one LLU convert had no connection for 2 months.

The latest line is that "we place the orders almost 6 weeks in-advance of the conversion taking place, so if you want to opt-out, you need to do it before this time". Yep, nice one, like we know when that is going to be? I ran through all my accounts with opt-outs, and 3-4 weeks later some of them were starting to get LLU provide orders despite some of them even having acknowledgements that they wouldn't be converted to LLU. What was the response I got back? "Oh, well, that response to your opt-out was automated and wouldn't have been seen by the people placing the conversion orders". What??

Poor order management and poor systems, and then of course the poor staff that have to deal with the mess.

Luckily most of my customer's are now elsewhere, have managed to rescue most of them without major problems.

The post says: " ...or those who's accounts show they didn't receive the relevant notification may migrate back now, for free..." so I'm not quite sure how this goes against the FAQ
Mind you, the wording you quote says 'and' not 'or'... I wonder what was actually meant.

The agent gave a quite lengthy explanation (which in itself was an order of magnitude better than the average PlusNet response) but omitted to mention the second email. You choose to interpret the phrase you quoted as being inclusive of the second email but that is stretching a point I feel.

Simon

The PN rep has posted an update today to clarify company policy. Worryingly, the statement, "Company policy does not allow for a reversion to IPStream simply because you weren't notified first." is in stark contrast to the recently updated PlusNet Alternative Network Suppliers FAQ which clearly states that non-arrival of the promised two LLU notification emails does justify a move back to IPStream.

Leopards don't change their spots and PlusNet have no intention of giving customers what they have previously promised. This is just the sort of misinformation that the much vaunted restructuring announced last week was supposed to eradicate.

Hopefully the PUG will ask for a correction to be posted in that thread and also find out why a researched reply by a PlusNet rep is at such odds with the published FAQ.

Simon

This is just a farce of a company. How is it that none of the customers have clicked on the LLU FAQ link to see for themselves and proved that the employee was wrong or given wrong information. I can still post in that forum but I am unwilling to do so as the advise is now here and has been for a long time.

Any PN staff reading my post : can PN get their policy right for once and for all? Changes, retractions, mistakes, corrections, introduction, withdrawal, lack of communication and discretion are making a mockery of your promises of change for the better. Several weeks downtime is acceptable to you as a company for a customer without Internet connection? If I was that customer your company would have been in a heap of trouble.

You can't even agree what your LLU policy is, how can you run a business when one simple aspect is this difficult to get consensus or continuity on?

How is it that none of the customers have clicked on the LLU FAQ link to see for themselves and proved that the employee was wrong or given wrong information.
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That would be because the hyperlink is incomplete and returns a 404.

Just an 'l' missing off the end. Let's be charitable since this employee is at least trying to be helpful and assume that it was too quickly copied and pasted. But it should be corrected - as should his post or, heaven forbid, the FAQ.

Simon

Interesting how this is all complete rubbish
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If PlusNet don't correct it once and for all today, I will alert ZDNet and other media about how this bunch of crooks or total incompetents have taken the "high ground" in their campaign against other ISPs for honesty and transparency.

Simon

Plus.net are hardly going to acknowledge that given the fact that they don't really have an active presence on this forum anymore...

PN also omit the fact that from the end of June to end of July there was no opt-out available nor was a link provided in the FAQ because they purposefully had removed it. What about those people?

In reply to:

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The PlusNet UserGroup Tiscali Opt Out FAQ

PLEASE NOTE: This content is no longer valid - The Tiscali Opt-Out option using this method has now been withdrawn. We have left this content here for reference purposes only.


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With the announcement of the Tiscali Opt Out option, we have compiled a list of FAQs. If there are questions we have missed, or you wish to discuss the Opt Out (or anything else) please visit our forums.

Q) Which users are affected by the LLU Migration Plan?
A) Customers on PlusNet, F9 and Free-Online connections. Metronet customers are not affected by the LLU plans as of yet.

Q) Can users on F9, Free-Online and PlusNet opt out of LLU Migration
A) Yes!

Q) How do I opt-out of being moved to an LLU service
A) To opt out of being moved to the Tiscali LLU service, users can visit http://trials.plus.net or http://trials.f9.co.uk or http://trials.free-online.co.uk and follow the wizard to complete the opt out.

Q) Will I be able to opt back IN for LLU at a later time?
A) No

"One thing that these guys (other ISPs) all have in common is their complete inability in being able to manage a network, which is something that we are totally transparent on and also do totally effectively." Marco Potesta (Director of Marketing, PN) claimed.