What amuses me is she agrees PN have made cockups, but thinks only customers should tell them so

well i was a customer and i have said it before and i will say it again, they have had more than

In reply to:

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Hopefully, with a more discerning customer base, having shed the ones who chase the maximum bandwidth for the minimum cost, it will get back to what it once was, the best ISP around.

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Why would Plusnet be more attractive to discerning consumers going forward?

It seems to me that the most obvious feature of Plusnet, is that their primary residential packages- Broadband Plus and Premier- are amongst the cheapest against broadly comparable offerings from other providers, and are likely to attract a good number of customers who are swayed more by price than discerning service.

In my opinion, the Plusnet model, of being amongst the cheapest regardless of package choice, has proven unable to sustain the level of network reliability and high quality customer support, that would be attractive to the most discerning consumers.

Plusnet are primarily a budget provider, in my view, and their service more closely reflects that, than the consistently high quality of service of some other providers, who primarily attract discerning consumers who are willing to pay a little more for that quality.

edwards256 wrote..
Have you every tried talking to someone at PlusNet, I have and so far with 3 weeks of trying have never managed it.

Anna replied
Interesting that you mention that one, because I raised a ticket to Billing a couple of days ago and had a satisfactory response within 2 hours.

The question was. Have you every tried TALKING to someone at PlusNet
Did you speak to someone in billing?

Oh, Betty!

"Yes Plusnet, have made mistakes, and yes they are trying to put things right again"

INHO they are more trying to convince us that they are trying to put things right and that's a bit different from doing it. Would not one of the first things be to use their own forums again? They are just blessed with IW using the word "excited, exciting over and over again. Me thinks he is trying to convince himslef that he is excited as much as the customers.

Hi Rogn

i cant agree more, i know IW has plans for the PUG forums, however what i dont understand, for now, why not use their own forums and sort the peeps out on there first. At the end of the day the customer has gone to their forums to

1) Praise them

2) Slate them

3) Ask a question as to why their connection is poor etc.

Surely it would make sense to box everyone off on there and then rollout a larger forum exercise. I know they have plans, but imho i would start at home frst

At great risk of bringing the disbelievers out of the woodwork I posted this on the Plusnet forums on 17 Aug 2006

the original of which can be found tagged onto some other comments at http://portal.plus.net/central/forums/viewtopic.php?t=47004&postdays=0&postorder=asc&start=0

interesting sideline:at approx 0830 my wife who shares my connection phoned me at work to tell me the connection was down I got home at 1315hrs to find the connection was still down so phoned support to find out what was going on....... made myself comfortable for a long wait and was answered with an explaination of this mornings problem within 5 minutes which was a suprise.Well done Plusnet in this instance.

edwards256, I haven't needed to talk to anyone at PlusNet for at least 18 months, Back then you were answered within a minute or two, and got good support on all questions and problems, even the technical ones.

If you have a fault, the SMS service is now operating, and somebody should test you if you leave a message. The phone system is due to be changed very soon, prompted by customer feedback.

If I can use the portal I will do rather than the phone, but it's only in the last few months that I've used it. Before that the last time was in 2004.

If you want to find out what is going on, use the portal pages, the internal forums, and especially the PUG.

Ptrobably another bit of smoke and mirrors
1. Will make PUG members feel better and be more pliable.
2. Is not used as much as their own forums so that if they offer refunds etc then fewer customers will know about it.
3. I would have thought PUG might have plans, not IW, just shows that they are in PN's pocket for me.