I`m curious as to what make router it is, from my experience, you can input a username and password without it having synch.

That's correct, although Plusnet originally told me otherwise.

After my account was changed to a Pay as you go dial-up, following broadband migration, I then input bank sort code/account details to allow referral payments to be made monthly (if under

Footys,

First I apollogise for my rant, I have been with plusnet for around six years. I would not have stayed that long if I had not been satisfied, which for five years I was, very much so! Hence that is why I have never had need nor felt it necessary to appear on one of these forums.

Having said that, I now find that since around March yhings have gone on a downward spiral for me and my customers. Yes, you probably right part greed but also hoping things would improove. Better the devil you do know then the one you don't. I will leave, and no I do not know where to, but cancelling seems for me to be my personal option.

Once again, I take your point nand sorry if your upset by my comments.

I wasnt upset at all, and I thank you for clarfying those points.

It never used to be this way, in fact it only changed in the last couple of months and yes you do get the payment when the balance reaches

Now I understand. There are TWO Plusnets. The one you call Plus pit and the other one that I have had 3 yrs excellent service with.

So which one is the real Plus.net, whill they please stand up? [lol]

Of course there will always be problems with any companies, whether large or small and yes, even the best companies sometimes screw up!

That is excellent news but when is the last time you had to contact them?

If you haven't had the need then you are very fortunate and in fact are receiving a service that most would want but this is where it falls down. I don't "want" to contact my ISP if I can help it because I would much more prefer to have a stable connection but if I do get a technical problem but can't contact them, don't get a response or it never gets fixed then I too would be unhappy.

The point I am trying to make is not about connection issues but rather that an ISP shows it's worth when you have to contact them for a problem and by this standard PN are failing miserably amongst other things and well documented too. Perhaps you could try and call them or raise a ticket and see if you get though? All these people posting here having problems aren't the exception, you are, and it should be the other way around.

With the greatest respect, it is now some time since you were a customer of PlusNet and as a current customer of PlusNet, I can tell you that my tickets raised in the past month have ALL had replies posted within a few hours of posting. Many replies are received within two hours.

I would add two observations:

1) PlusNet agents seem to cherry pick the tickets, replying to the more straightforward questions quickly to keep the number of outstanding questions low. Also, any question requiring referral to another department or the wholesale supplier take longer though the referral is visible to the customer on the ticket.

2) PlusNet agents are human and they do react to bad temper. I would advise anybody communicating with customer service agents (anywhere) to mind their manners and avoid venting their frustration on the person. I have to admit that I would be tempted to drop the priority of action for a abusive customer to the back of the queue!

Remember also that it is only the bad experiences that get aired here. People with good experience rarely ever come here.

R

Edited by deleted (Fri 25-Aug-06 16:50:59)

I have no doubt about what you say and you have first hand knowledge but I would like to pick up on the last point.

1. It is of course true that people generally post here when they have problems but the frequency and amount of complaints combined on here, PUG and PN's own fora clearly demonstrate that these problems are not isolated and if anything are disproportionate for the number of customers that they have. Would you agree?

2. Would you also agree that the tickets that do get answered after being cherry picked still suffer from too much inaccurate information or missing the issues altogether?

3. Are the response times you got on the tickets indicative of the majority or are you in the minority?

PN, like any other ISP will have their fair share of problems but the lack of good CS will cause many more problems. This is the most fundamental issue. If someone experiences a technical issue they would no doubt be patient as long as they could actually get hold of CS and feel that they were being taken care of but this is exactly what is lacking and hence when they don't hear back the customer is starting to get frustrated and angry and why their next response is more than likely an angry one. People don't just pay for a connection, they also expect good customer service and technical support.