Feeds

PlusNet disconnects dissident subscribers

Stirs hornets' nest of aggro

  • alert
  • submit to reddit

Combat fraud and increase customer satisfaction

PlusNet has cut-off two disgruntled subscribers after accusing them of waging an “aggressive” campaign of emails and forum postings complaining about the broadband provider.

The postings covered a range of alleged failings by PlusNet, but initially centred on demands the firm inform all its customers about the launch of a cut-price broadband offerings.

Neil Armstrong, head of marketing at PlusNet, said, “They had a reasonable ‘question’ four months ago.” However, he claimed, the forum postings and emails to its support centre had increased in volume and stridency and were sucking up too much of its support staff’s time.

Armstrong said that two had obviously not been happy, and PlusNet had offered them the chance to change suppliers. When this offer was not taken up, he said, the firm had decided to terminate their contracts with 30 days notice.

One of the two cut-off subscribers, Leeds-based Wade Womersley, disputed Armstrong’s claims, saying he had only sent one email to PlusNet’s support team. “I stuck to the forums.”

Wormersly also said that as far as he was concerned, PlusNet's "offer" consisted of simply shutting up or moving ISPs: "There was no offer."

And forums on adslguide showed that while PlusNet may have relieved the pressure on its support operation it had generated plenty of ill-feeling amongst other bulletin board users, some of whom are now threatening to desert the provider.

Armstrong said that Sheffield-based PlusNet and other ISPs had in the past been forced to take action against customers who were abusive to staff over the phone. While ISPs are understood to share details of customers accused of abusing staff over the phone, Armstrong said PlusNet had no intention of passing on details of the two customers cut off this week.®

Combat fraud and increase customer satisfaction

More from The Register

next story
Virgin Media so, so SORRY for turning spam fire-hose on its punters
Hundreds of emails flood inboxes thanks to gaffe
A black box for your SUITCASE: Now your lost luggage can phone home – quite literally
Breakfast in London, lunch in NYC, and your clothes in Peru
AT&T threatens to pull out of FCC wireless auctions over purchase limits
Company wants ability to buy more spectrum space in auction
Turnbull leaves Australia's broadband blackspots in the dark
New Statement of Expectations to NBN Co offers get-out clauses for blackspot builds
Facebook claims 100 MEEELLION active users in India
Who needs China when you've got the next billion in your sights?
Facebook splats in-app chat, whacks brats into crack yakety-yak app
Jibber-jabbering addicts turfed out just as Zuck warned
Google looks to LTE and Wi-Fi to help it lube YouTube tubes
Bandwidth hogger needs tube embiggenment if it's to succeed
prev story

Whitepapers

Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.