PlusNet disconnects dissident subscribers
Stirs hornets' nest of aggro
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.®