It's a real shame...

...that Plusnet is no longer the customer focussed ISP it once was.

Having been with Plusnet for several years through unmetered dialup right through to broadband and the recent troubles, it pains me to say that Plusnet need a serious lesson in customer service.

I'm not a heavy user (less than 4gb per month) and so I've not been subjected to FUP/SUP etc. I cannot therefore objectively say how this would impact me, however the number of revisions made to Ts & Cs over the last 2 years is quite incredible.

Never have I seen a company revise their Ts & Cs so often in order to maintian their own profit margins at the detriment of their paying customers. It's very sad that this has been allowed to happen - apathy from customers like me I suppose.

Well, I've decided (like many, many others) that I can no longer be associated with an ISP who treats their paying customers in such a ridiculous and unfair manner. As of this morning I'm migrating to another ISP and giving my money to an isp that treats their customers fairly while at the same time gives them the freedom to surf the internet freely without imposing ridiculous conditions on their customers.

The ISP I've chosen realise what customers are all about and know how to treat them.

I urge others to do the same.

Edited by alexwaddell (Mon 10-Oct-05 11:31:50)

what bothers me a little bit is that plusnet have always been forward thinking. When they implement a change, other ISPs follow some months later.

I'm staying put for the time being.

If I decide to leave, I'll be taking 4 other accounts with me.

It sounds like you've not actually suffered from any of the changes to the T&Cs?

Your concern for other customers is very noble, but if it's not directing causing you any problems I'm not sure I would go moving.

Rest assured that most of PN's customers have - like you - not experienced any problems with the changes to T&Cs... don't leave on account of a minority of complaining heavy users.

Anyway, if this is the moral stance you're taking you'll find yourself moving ISPs a lot over the next couple of years

What is concerning me is the rate of change by Plusnet - it is not sustainable and I've been around long enough to spot a company that is clutching at straws with a business model that cannot sustain the long term.

I may well change ISP every 12 months, but then that's my choice. I'm not looking out for other customers, just reminding them they have a choice, and that they should make that choice if they do not wish to be associated with an ISP that will not treat ALL their customers fairly.

"Your concern for other customers is very noble, but if it's not directing causing you any problems I'm not sure I would go moving."

He seems to have a problem with the way plusnet are doing business and their practices. I know when I feel the same way about any particular company I stop doing business with them as soon as possible.

"Rest assured that most of PN's customers have - like you - not experienced any problems with the changes to T&Cs... don't leave on account of a minority of complaining heavy users."

Every customer is now on a managed connection. Regardless of whether you use 1gb or 100gb your connection is shaped and managed and plusnet has taken upon itself to determine which services you should be using and which should be slowed to a crawl. For example if you wanted to use VOIP you better use plusnets own service because rivals are given a lower bandwidth priority.

And it's not only heavy users who are leaving. I left and was using less than 4gb a month on my premier account (often less than 1gb a month).

"Anyway, if this is the moral stance you're taking you'll find yourself moving ISPs a lot over the next couple of years"

I'm sorry but not all ISPs will follow plusnets market-leading approach to running a profitable business. But you have to pay for quality otherwise you'll be stuck with another bargain basement ISP like plusnet and suffer the same problems agreed.

With so many changes to the terms & conditions in the last 2 years, who's to say that a new change implemented (from the no doubt equally numerous changes to come in the next 2 years) will not affect him later?

As this is not the first post (by a long long way, even on just this forum) by someone saying they are NOT a heavy user & are leaving I think it's also unfair to say its a "minority of complaining heavy users". Then again, by plus.net's reckoning a "heavy user" is now considerably less heavy than before - what with 30gb peak-time being considered OTT.

What if plus.net decide in another 3 months that 15gb is too much @ peak-time? That's gonna affect a helluva lot more people - and they'll be branded as heavy-users! I know that's just pure speculation on my part, but at least its justified in some small way by how they've behaved in recent times.

Wise choice Alexwaddell! The silent & unpredictable mover is the one with the greatest power & most heard voice when dealing with a company like this. But Beware of the piper's sweet tune of a free extra month etc...

Re: rjsetford: BT_Boredband is right. Many other ISP's would (& undoubtedly WILL) be clever enough to wait on the backburner and watch, more importantly, for PN's financial results following this stormy period to see the effects of their ways. & Take it that not every ISP subscribes to noddy's school of economics...

As for rest of the lovely 'I'm alright jack brigade', well... as it's been reported that PN reps are allegedly offering a free month after you request your MAC, there's absolutely no point in not requesting your MAC now!!! It's a win - win situation for you!! Presumably so many are leaving - they really are that desparate to keep customers! Of course, some of you will be too clueless (or too slow) to realise this, but I'm sure a few of you are reasonably smart despite the obvious... & remember that requesting your mac doesn't oblige you to leave so you've nothing to fear & everything to possibly gain. Good luck!

Meanwhile, I predict that within a few months the Ellacoyas will be given a festive holiday (ahead of newbie recruiting drive) & the forums will once again be (temporarily) full of fanboys praising for PN's service, e.g,:

L@@K 220KBS on NEWSGROUPS AT PEAK NOW W()W!!
NO M()R3 DISCONECTS[sic] on BB+ THANK U +NET
+NET, NOT JUST AN EXC3LLENt ISP AGAIN - YIPPPEEEE
THE BEST ISP AGAIN++++++
YOU WHINERS WERE ALL IDIOTS TO LEAVE, BEST SPEEDTESTS EVER NOW :-)


etc. etc.

Edited by Sum1 (Mon 10-Oct-05 12:31:11)

lol Yep Alexwaddell you're a shining beacon in an otherwise desolate landscape of internet users. Well done.

Sum1 "As for rest of the lovely 'I'm alright jack brigade', well... as it's been reported that PN reps are allegedly offering a free month after you request your MAC, there's absolutely no point in not requesting your MAC now!!! It's a win - win situation for you!! "

The folks your refering too, wouldn't want a smashingly open, honest and upfront isp like plusnet to be done out of a months payment.

(they openly support the mis-information campaign).

I look at it this way e-logic, i've just moved from zen to f2s and if f2s decide to change the definiton of uncapped anytime soon, i'll migrate straight back to zen. Simple as that.

Migrations easy these days, its just a shame so many users are keen to stay put rather than having to mess about with they're puters (daunting task for some).

Edited by buggerlugz (Mon 10-Oct-05 12:35:34)

... if only it were 'true' buggerlugz

Edited by Sum1 (Mon 10-Oct-05 12:55:04)