Thanks.

A shame they messed up.

sadly since the new CEO has took over, plusnet have critically under invested in support staff.

I suspect with their staff stressed with the loads they having to deal with the quality of support has dropped also, as they rush when dealing with queries, this I find is clearly evident on tickets.

A new live chat system where you have to wait in a queue as well.

They could pay for more staff by sacking the CEO (whats he there for?, doesnt reply to emails, and his leadership is clearly bad with the changes made), scrapping marketing budgets and spending the savings on support staff.

Of course someone will tell me in a minute a company is dead unless its aggressively gaming for new customers.

What saves plusnet is the support forum, at least there can get reasonable support.

Well its a shame for them I guess... it was just a hassle for me.

I am hoping that even though it will be more expensive going the business route that the service level may be better (assuming I need the "service" bit. I really expect all ISP's to be doing a good level of basic service in terms of monitoring capacity etc.. but its when things break that having fast access to support matters the most).

I wonder how much proactive support goes on these days..
I'd love an ISP to be able to text users (just one way) if they are experiencing issues in one area for example. Then the users know they are working on it and could save a bunch of support calls.

When things go wrong today its the users that have to do the leg work it seems to find out whats going on.

When things go wrong today its the users that have to do the leg work it seems to find out whats going on.

It's the same with a lot of things in life nowadays.

In reply to a post by Chrysalis:

They could pay for more staff by sacking the CEO (whats he there for?, doesnt reply to emails, and his leadership is clearly bad with the changes made), scrapping marketing budgets and spending the savings on support staff.

+1

In reply to a post by Chrysalis:

sadly since the new CEO has took over, plusnet have critically under invested in support staff.

Its not been the same since Jamie 'took the money and ran' when BT came knocking with their big fat cheque book.

Each successive BT appointed CEO has made things worse, not better, as evidenced by the number of experienced staff who left IMHO at least.

Plusnet is now just an arm of BT that is used to keep up with the 'budget' end of the market where BT cannot directly compete with the likes of SKy and TalkTalk...

Totally wrong
Plusnet was in the rubbish heap and getting worse until BT took over as Jamie was trying to maximise profit to get the best price

In reply to a post by azrael316:

Its not been the same since Jamie 'took the money and ran' when BT came knocking with their big fat cheque book.

As someone who was with Plusnet in 2005 just before BT took over I can categorically say it was awful. Some of their products were sold as "unlimited", but they applied crippling traffic management (literally ISDN speeds) at usage thresholds which were never defined.

Never said it was worse for the customer.

Staff morale was in the toilet when I left for greener pastures.

+1