I have two motives.
The starter was sheer shock at the direction the BT poodle CEO has taken with the recent changes. The huge early-warning sign was the destruction (there is no other word) of the superb Digital Care Team
. No doubt there have been many other changes behind the scenes that we don't see.
Then his complete failure to solve the Customer Support phone and ticket services problems despite the huge investment entered into in the Leeds call centre before his arrival(?) to add to the Sheffield one. That has singularly failed and has to be his sole responsibility.
He's been in post over eighteen months.
Now he panics, closes down all easy and from the customer point of view effective methods of contacting support, and even further emasculates the already hog-tied "Customer Relations Team".
I actually have huge sympathy for the poor souls employed in that. The infrequency of their appearance here, and the little they can offer when they do turn up, is as nothing to the scripted platitudes they have obviously been instructed to trot out on the Community Forums
. They used to be able to bite through the system and fix obvious wrongs PDQ, but now we get useless replies. (I was looking just now for a particular one but it may take me a while).
They are reduced to being untrained PR people. Their training is in customer support, and damn good nearly all of them were. Some of the new intake to it are clearly newbies to Plusnet, and de facto
highly unsuitable to the role we associate with these people.
I don't really want to be a customer of a company that behaves like this to its customers, and to me almost more importantly to its staff. We can walk in a few days. They have it much harder, and must be enduring considerable anguish because of how they are having to respond to us.
That's motive 1. However, so far as I can tell my service since I completely ditched my IPv6 trial login, even though for many weeks it has only given me an IPv4 address, has suddenly gone from unpredictable performance swings to rock-solid. Leaving me in a quandary.
Motive 2 arises from the above, as it caused me to look around. Including the Home::1 package from AAISP. For 78/19.5 that is very expensive, so I looked at their phone prices. Not actually realising how high my BT rental had become.
Lo and behold, AAISP actually have a line-only rental at £10pm!! To which can if desired be added VOIP. Currently investigating now cheaper WLR3 suppliers as the VOIP doesn't really work for my low usage and increases the price, and I'm unsure about having no incoming line if I don't take it.
As a result I now have a couple of FTTC suppliers under consideration as well, but neither requires line rental with them. I may end up with a pick'n'mix.
Or! I may stay with PN on price grounds while my service is good. But what if I get a problem? Will they be any use at all? I have my doubts. Line rental is definitely moving from BT. That's the beauty of not having a bundle/LRS.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk.
Domains, site and mail hosting - Tsohost
Connection - Plusnet
UnLim Fibre (FTTC). Sync 58162/14182kbps @ 600m. - BQM