A question for PlusNet Staff

When you say, as you did in your recent email that

"Apologies are not enough"

for the pain you've caused your customers, what exactly did you have in mind?

I've answered this here : http://community.plus.net/forum/index.php?topic=120.msg949#msg949

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I think Mark is referring to the fact that we absolutely need to actually perform. Simply apologising is not enough to rebuild customer confidence. To do that we need delivery, a quality product-set, a stable platform, demonstration that we're not going to break again.

Above that we need to ensure that the referral community are listened to - and that their feedback is taken onboard, and we also need to review the benefits that our referrers receive.

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Yes. And then you banned me for asking the question! How is that listening to the referral community?

Are the mods on PN shooting from the hip again?

What comes around goes around

If you are banned from the Portal Discussion Forums, this will include the Community Discussion Forums also. Soon, we will be removing the Portal Forums and moving solely over to Community.

These Bans are outside our control, as the forums are moderated by independent customers of PlusNet and NOT PlusNet staff. That said, their actions are for the benefit of the wider community to ensure that everybody has a chance to take part in reasoned debate and discussion without continual disruption.

It's a shame you take that attitude, Liam. I thought your first answer was quite reasoned In fact, if you thought my question was so unreasonable, why did you answer it?

Are all the customers who have an axe to grind all stuck in 5 year contracts ? If not why not just get shot of this ISP, I really so no reason to hang around here moaning and groaning as nothing has changed in all my time perusing these boards ? Unless of course its all the referrals keeping you here in which case, i`m sure you have had your fill of free internet !

Don't worry, I am getting shot of them! My MAC code is processing.

Unfortunately, due to their careless attitude to my data (or in PluSpeak "webmail incident"), I'll never be fully shot of them.

Nobody said that the question was unreasonable. But people don't generally get banned from forums on a single post, and are almost always issued with warnings etc... first.

I'd suggest you contact the Moderator's in the first instance if you have any issues.

Back on topic.

Liam, Liam, Liam.

If you read your official support tickets, you'd find I'd been asking how to do that. What was the official Plusnet response?

"The Plusnet Forums are nothign to do with us. If you keep asking this question, we'll bar you from the support channel".

But this forum is much better. The response times are much quicker. Almost instantaneous in some cases. That's probably why ThinkBroadband got informed about the "Webmail incident" before the affected users, right?

Edited by podster (Wed 13-Jun-07 10:42:22)

We have requested that the Forum Moderator's get back in touch with you in relation to your ban.

With regards to your OT comment about TB being informed about the Webmail Incident before the affected customers - we did keep Service Status fully up to date throughout the incident and emailed all our customer base as soon as the full extent was visible. The initial Service Status post was made before Think Broadband and other news sites picked up on it.

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We have requested that the Forum Moderator's get back in touch with you in relation to your ban.

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QED !

Where was you banned from?

I got banned from the Plusnet referrers forum, as referred to by the Mark Kelly spam, as a place for "so please do pop in if you have any questions, comments or feedback.". I asked the above question, and was banned for trolling. I said nothing else.

Unfortunately for Plusnet, it seems that I am not trapped only in a plusnet world. Their staff seem to be particulary enjoying my blog. They haven't been brave enough to comment yet, but I live in hope.

If you were banned from our portal forums, ie PlusNet portal forums then this ban would also extend to the community site. I can assure you that you were not banned merely for asking a question (which Liam has answered twice anyway)

Edited by chrisparr (Wed 13-Jun-07 11:38:55)

Warnings, if they do now things have changed.

Since when have staff not interfered, was that since Mr Wild removed posts from even the User Group Boards?

Be careful brother remember what happened to pr100, when he was told he was taking up too much staff time.

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These Bans are outside our control, as the forums are moderated by independent customers of PlusNet and NOT PlusNet staff.

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That's just semantics. The "independent" customers who become moderators invariably end up becoming Plusnet staff - Phil Richardson, Colin Ogilvie, Mark Kelly, you etc. and then there's Plusnet employees who become moderators......like Chris Rugen.

So it's certainly not outside your control.

I'm sorry its absolutely not semantics.

The forums are completely outside of our control. Whatever job an ex moderator decides to do has no bearing whatsoever on the current moderation of the forums.

There are many moderators, past and present, who have absolutely no desire to work for us, so I am not sure how your point holds true.

The forum community elect the moderators, not Plusnet and we have no say nor influence in that process.

i am sure that if we started dictating the pace to the forum moderators the community would be quick to learn of it and it wouldnt be too long before we had no moderators.

TBH we dont have time to moderate the forums or force the mods to do anything and we certainly wouldnt want to.

However I have no doubt that certain people on this forum will believe whatever suits them and then spin it as gospel truth.

Deny it all you like, Mark. But the moderators act for you, stifling discussion, dissent and any criticism of Plusnet. They act like youngsters given their first sniff of power, using their powers in an inequitable way dependent on whether the so-called offender conforms with their views or not, and they never respond to challenges to their actions. (much like Plusnet themselves in that regard)

Such a shame you can't operate such a censorious regime over the rest of the internet, isn't it?

Edited by podster (Wed 13-Jun-07 21:35:02)

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The forums are completely outside of our control.

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The forums appear on a website owned by Plusnet and it was Ian Wild's idea to have customer moderators, a concept which he and Plusnet could just as easily reverse.

So don't kid yourself that they are completely outside of Plusnet's control.

Edited by lodge (Wed 13-Jun-07 22:06:41)

Wonders if anyone has been banned for being too pro Plusnet?

I think the correct term is "sectioned"

lol

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i am sure that if we started dictating the pace to the forum moderators the community would be quick to learn of it and it wouldnt be too long before we had no moderators.

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Funny that. I see there's another election for moderators that's just been kicked off. Before long, agreeing to stand as moderator is going to be part of the sign-up process.

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Plusnet referrers forum, as referred to by the Mark Kelly spam

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Interesting, it refused to even let me in, in the first place!!

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Interesting, it refused to even let me in, in the first place!!

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Really? That's strange. Unless it was between 3-4 yesterday afternoon (when it was under maintenance), what problem do you get?

Can you get to http://community.plus.net/forum/ ?

I tried from the link within M Kelly's email, at the time that I received the email!!

Just tells me that I don't exist!! Ditto for the Forum link!!

Is that when you're trying to login? This is seperate from your PlusNet username / password, so you do need to register if you wish to post anything.

You're not missing much. Obviously anything other than fulsome plusnet praise is akin to blasphemy. There's probably a feedback form on there somewhere saying "How satisfied are you with our service? Extremely, Very or Quite"

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This is seperate from your PlusNet username / password

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Neither Mike Kell's email, NOR the actual site makes that clear!!

Perhaps it would help if it these had been clearer!!

However, I'm really NOT interested in having yet another set of Username/Passwords simply to operate/manage (and/or obtain information on) my account!!

Edited by deleted (Thu 14-Jun-07 10:28:56)

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Perhaps it would help if it these had been clearer!!

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That's useful feedback for us. I'll pass it on.

Many Thanks.

Hello,

I've now uploaded a change to the template for the Login Page, so that it displays a message.

If there are any suggestions to the text etc. please make them here / on the Community Site and Liam will feed them back to me.

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That's useful feedback for us

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It's basic communication skills, which still seem to be lacking in PN

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It's basic communication skills, which still seem to be lacking in PN

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If Kelly and his gang send out another spam, it'll be your fault.

Please note that you will need to register seperately for this site, it does not use your Portal Login.


I would put that in more simpler terms, not all people will know what portal means.

Please note that you will need to register seperately to access this site, it does not use your existing Plusnet Username or Password.

As I said
http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=plusnet&Number=3030395

damm I thought mine was a great idea, but you beat me to it.