Makes me glad I left Metronet just before Plusnet sucked them completely in, other wise it may have been a long process to move ISP.

R.I.P Metronet

It would be a shame to close it before someone illustrates how to find PlusNet's MBG details web page using nothing more than a mouse

Can you try something for me? Google for ADSL without using your keyboard or your RMB.

In reply to a post by camieabz:

Can you try something for me? Google for ADSL without using your keyboard or your RMB.

Easy, highlight the word and drag it to the search box with the LMB in firefox.

In reply to a post by BatBoy:

Easy, highlight the word and drag it to the search box with the LMB in firefox.

Ok Same way, copy the "90 day guarantee" from here to the firefox search box, open the plusnet home page and then do the same and drag it from the FF search box to the plusnet search box on the home page

And what do you get?
(Click on the 2nd item)

Not allowed. Rules state you must start at PlusNet's Home page.

Simon

In reply to a post by kenr:

open the plusnet home page

Isn't that WHAT I Said?

In reply to a post by kenr:

Isn't that WHAT I Said?

No, you just proved it's an orphan page only accessible if you know what to search for.

In reply to a post by BatBoy:

No, you just proved it's an orphan page only accessible if you know what to search for.

However, anybody wanting details of the 90 day guarantee de facto knows what to search for.

The failure to re-introduce a link for the benefit of customers still within its terms though seems as deliberate as failing to tell customers upgrading from a legacy package to a new one that the 18 month contract can be (why not IS) reduced to 12 months if you raise a ticket (that shouldn't be necessary).

A strict reading of the terms of the 90 day guarantee actually mean that it should be carried over as well when people move to a new package. Yet another dodgy practice that someone involved in it should challenge, as it was denied in another thread.

The failure to re-introduce a link for the benefit of customers still within its terms though seems as deliberate as failing to tell customers upgrading from a legacy package to a new one that the 18 month contract can be (why not IS) reduced to 12 months if you raise a ticket (that shouldn't be necessary).

I think that this is the fundamental point at the core of this issue.

Why an "opt in" for both a 90 day guarantee and a reduction to a 12 month contract when I see no reason, unless I've missed something, for not wanting this option.

There is no doubt both these issues have caused confusion and aggravation to both customers and front line staff. A system to automatically opt you in unless some juicy carrot was provided to not want what seems a desirable cost free option would have saved all this confusion.

My guess is that the 90 day guarantee was marketing led without being thought thought and a proper system in place to monitor it, same a the changing products issue, that arrangement seems very ad hoc. Mess up rather than conspiracy in my view...but that does not make the ISP any less culpable as both these customer benefits should be bestowed automatically IMO.

If it was the intention of management to hope people would not take up these options,...... then I reckon they have shot themselves in the foot.

Spot on bar two very similar points, and to me a coincidence too many.

If it was not senior management's intention to hope people failed to opt in to the 90 day guarantee why was it made an opt-in? That required more work than an automatic guarantee. Its existence was a major feature of the web site.

Second why has the link to the terms not been reinstated, why was it initially denied that it still applied on changing between the old BBYW packages contrary to the previous position, and why has it now been stated after referral upwards by Metronet_James that it ceases to apply if a customer moves to one of the new packages? (As I read the wording of the terms the company cannot withdraw the 90 day period from any customer who joined and opted in under them - see also O2's policy that the very similar £50 buyout applies to customers who signed up under it even if they change to one of the new packages).