Are they desperate?

I requested my Mac key and about an hour later they generated one (this was at 1am)

But they offered me a month free if I stayed... and the tone of the email had a slight air of desperation that makes me feel almost guilty to leave

i wasn't aware plusnet where in on the whole retentions thing. Be have just enabled my exchange so I am going to try them - although I may be returning

They have been doing retentions calling for quite a while now. When I left in May they asked what they could do to make me stay but when I said process my MaxDSL upgrade quickly I was told tough I had to wait. I know of others who have stayed after getting a month or so free.

TBH this is standard practice in the service business. It is far cheaper to keep a customer than it is to get a new one. Also many of the things that make us think of leaving a company are easily solved. In many cases it is a win win situation for all.

Edited by ScaryMonkey (Sat 14-Oct-06 18:00:26)

I requested a mac key and they wouldnt give me one.
They said I had to tell them who I was going to before they would generate one.

I dont want a free month, decent speeds would be good, no dns problems, email service, no disappearing email, and customer service would be good.

Though the last is only half true, if i have a problem lineone techies on the forum have been more helpful than open calls in the member centre. a week can go by and no one at lineone shows any intrest.

Edited by jedmonston (Sat 14-Oct-06 18:14:09)

In reply to:

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I requested a mac key and they wouldnt give me one.
They said I had to tell them who I was going to before they would generate one.

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That's a change (return to old?) in policy isn't it?

And whilst it's good to know why and where customers are leaving for research purposes, to be honest it's none of PlusNet's business where you're off to.

Are there any terms and conditions tied in with the "free month"? Whilst almost all ISP's wouldn't pull such a dirty trick, I can't help but doubt PlusNet with every move they make lately...

Certainly 1 month free wouldn't make me feel any better about the service, or lack of.

To be fair to PN I think they only do this when the leaving customer is on LLU. The reason for asking is to ensure the new ISP accepts LLU MAC codes before they and Tiscali put in the work to manually generate one and not to waste their time or yours waiting for one only for both of you to find out after it has been generated that it can't be used.

Edited by rsharma (Sat 14-Oct-06 19:35:29)

In reply to:

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To be fair to PN I think they only do this when the leaving customer is on LLU

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You are probably right. I terminated my home account a couple of months back and was not offered an inducement to stay. It was a BT connection.

Still have a business connection, but I'll wait for the rolling contract issue to settle before thinking of moving.

Hi

I was given 2 mth free service for both my accounts , but i turned them down as the 1 account was still within the 48 day thingy , so by accepting it i would have been tied into the 12 mths contract .
And i was told by 1 rep when i pointed this out to to him, his reply was ( you dont realy think you get somthing for nothing do you ).
Theres Allways A Method In Plusnets Madness

Same here. Might take the free month then leave

Just tell them your off to Metronet

Or BT, that should really annoy them

Or even Sky citing that they are "Free" with any Sky TV package, I'm sure that Plus.net won't be offering a years worth of free broadband in order to prevent the subscriber from moving away..

I would have to say that the Sky MAX package is quite tempting even though it's on LLU.

<Quote>

SKY BROADBAND PRODUCTS

Download speed Monthly Usage Cap Activation fee Monthly fee
Base Up to 2Mb 2GB

I've been keeping an eye on Sky (my exchange is due to get LLU'd middle of next year), but I'm very suspicious of "free" anything.... they're usually worth what you pay for 'em

Pipex offered me 3 months free if I stayed with them when I left a couple of years ago. I asked "whats stopping me from leaving after the 3 months?" to be told "the fact you'll be signed up for another 12 months."

So I told em where to stick they're 3 months free. I suspect with Plusnet its gonna tie you into a 50 year contract where it costs you

In reply to:

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many of the things that make us think of leaving a company are easily solved

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What? like considering migrating from Plusnet to BT ?

lol

It'll be a "take the free month and we'll sign you into a new 50 year "you stay, we pay, deal" , in the small print it'll state something like....

.....in the event of a company take over the amount of funds held against you due to the contract is transfered to a loan company who charge 24% APR over the course of the 50 year period. This amount is payable in full to Plusnet's estates owners at the completion of the 50 year period.

Edited by buggerlugz (Sun 15-Oct-06 00:33:07)

That kind of reminds me of how some shops having signs offering credit only to persons over the age of 100 and being accompanied by both parents..

this is just the kick in the goolies that PN did not need, they were improving in my eyes and now all that work, if BT are going to buy them out is wasted

I believe that these offers are made on an individual basis considering many factors such as length of service, reason for requesting MAC, whether the reason for wanting to leave can be fixed in the near future etc..

I can only tell you of the case that I know and in that case, the offer was made without conditions of any kind and in the belief that the customer's concerns can be sorted in the near future.

I can prove what I have said. Can those that are alleging otherwise provide some evidence to back up the allegations. If not, please cease this FUD.

In reply to:

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If not, please cease this FUD.

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That something similar to FUP?

Fair Usage Denial?

/I'll get me coat

http://en.wikipedia.org/wiki/FUD

Whilst some f the comments are perhaps becoming somewhat speculative on the point, I read them as being more "buyer beware" i.e. check under what terms any "free" month is being offered, rather than any attempt to spread FUD.

I'd have thought if anyones proficient at FUD its plusnets own marketting department bringing it upon themselves?

"I'd have thought if anyones proficient at FUD its plusnets own marketting department"

You mean like:

"Dwat that wascawwy scwewy wabbit. I'm vewy vewy angwy becwause der wabbit has Wimewire. Any wast wequests before I send you to Awcatwaz, Mr Wabbit?"

I'll get me coat...

TT

I want some of whatever your smoking [/puts tongue back in cheek]

In reply to:

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this is just the kick in the goolies that PN did not need, they were improving in my eyes and now all that work, if BT are going to buy them out is wasted

---

Maybe they have been getting their act together to make themselves more attractive to a potential purchaser.

This is odd. Plusnet constantly deny that I am on an LLU.
yet rather oddly every time they have problems with the LLU, lo and behold, I have problems.

Ive logged calls with them and they have denied everything, saying I dont have a problem, ignoring screendumps of netmonitoring, pingtimes etc.

I look on the status, and guess what - LLU problems.

Is there any way at all I can find out if Im on an LLU?
I can still use the BT speedtester at the exchange, is that an indicator either way?

Edited by jedmonston (Sun 15-Oct-06 21:42:44)

Do you mean that you can remove your plus.net account settings and correctly log in using the BT Speedtest login account settings?

i.e.

Configuring your ADSL modem / router

Before we can access the BT speed test server, you must first change the login details you have set in your ADSL modem/router. This will usually be something like [email protected] or @plus.net. If you are not familiar with this info I suggest you make a written note of the login username and password you currently have set so you can re-enter it after the test is completed.

Access your ADSL modem/routers set-up or configuration page containing the ISP login details and replace your current login with speedtest@speedtest_domain and leave the password field blank (BT require no password for the connection). If your modem/router does not allow you to leave the password blank, you should use 'testing' for the password. Next restart or power cycle your router so it reconnects using the BT speedtest login. From this point on you will have no access to normal websites or email as the BT speedtest login can only be used to perform the speed test.

Taken from http://usertools.plus.net/tutorials/id/27

If you can log onto the BT speedtester (using their details and not your Plusnet ones) then AFAIK you are still on a BT connection and not LLU.