I can categorically say that they are not.

The retentions team are existing CSC agents, who have volunteered/been requested to work one of the retentions workflows.

Hi there,

As Mark said last week we have addressed the particular issue raised and this should not be happening going forwards.

If anyone has any examples since then of our agents giving out wrong information I'd like to ask them to forward myself or any one of the Comms team the details so that we can pick them up, however I'm confident that this issue has now been dealt with.

Cheers Mand for the quick reply.

As in my post to the OP this happened before the staff were "reminded" hopefully this has stopped now,
and there won't be anymore threads like this in the future

Agreed. I'm confident it was just a misunderstanding and should all now be sorted.

All this fuss over an unsubstantiated claim is unbelievable. Some of the claims by Sky's sales people when cold calling leaves what the PlusNet rep was supposed have said way down the list. Same can be said with power and insurance companies who claim to be able to save you hundreds of pounds.

You know this forum remninds me of the back of a butchers shop - As soon as a bit of meat is dropped the rats flock out to grab it.

In reply to:

---

....if anyone can produce hard evidence (in the form of a PN written response or recorded telephone conversation) that PlusNet are still telling lies to frighten customers into not migrating, I would think that the national media would help to broadcast these underhand practices to a wider audience....

---

A fair bit OTT I feel Simon insomuch as it is speculative and I reckon would not be worth the possible fallout if it were a policy driven thing. No doubt if the given role of a retentions operative they will no doubt endeavour to paint a rosy a picture of themselves and not so good a one of the rival, it does not necessarily mean lying and I guess those doing the job would be upset by the implications of your post.

Not sure if you think that working for Plusnet makes you automatically lose any personal morality but of the two recent instances on this BBS one who made a similar allegation on a different BBS actually registered on here to apologise for I think the phrase was

That would be "still" as in the other similar problem they admitted to in this forum last week - and promised to eradicate.

Simon

Not "still" Simon!

As stated previously in this thread, this incident occurred around the same time as the previous incident. That incident, as I have already acknowledged, has been dealt with and the analysts expectations set accordingly.

Had this happened after I had spoken to the team, then you would be correct in your allegation or speculation. But you are incorrect.

As one who craves and demands accuracy from others, perhaps you could extend the same courtesy or would that not fit in with the objectives

If staff are found to deliberately give out inaccurate information during a retentions call, this forum has my assurance that it will be dealt with.

I would not expect that to continue now that the team have been educated.

You haven't read my post/s carefully enough. I have seen that the two incidents reported here pre-date your investigation and reported fix. I have made no allegations - but merely invited anyone who should still be getting a false steer from CS to post their evidence. *If* that should happen, ie if PN were *still* misleading departing customers about their new ISP, then plenty of media people, and possibly Ofcom, would be interested to hear about it.

This was a response to a post claiming that Ofcom would not be interested in such a matter -- it wasn't a reply to someone complaining about new PlusNet transgressions.

Now, what "objectives" are you referring to exactly?

Simon

Hi All

Thank you for the constructive comments.

It wasn't my intention when making the post yesterday to cause such a heated debate. Although it didn't make sense that an ADSL2 provider would make for a slower connection I thought I'd put it to the board to get other peoples views/experiences.

My reasons for changing provider are not due to dissatisfaction with Plusnet, as I have always had a good service from them. It is due to Be* unbundling my local exchange and offering an ADSL2 service, which doesn't have a peak/off-peak usage restriction that makes it attractive.

Cheers

Andi.