Welcome to the latest edition of Plus, the
PlusNet newsletter.
It’s been another busy few weeks here at PlusNet HQ – as well as
launching a new customer feedback survey and publishing an update on our
Plans for 2007, we have been busy testing the brand new BBC iPlayer to
make sure that you can get the most out of it. Read on to find out the
latest PlusNet news and discover how you could win free broadband for a
year!
Carol Axe
(Customer Support Manager and Plus Editor)
Contents
- Plans for 2007 – Where are we now?
- PlusNet leads the way in affordable technical support
- Are you ready for the BBC iPlayer?
- Email delivery problems – Wednesday 22/08/2007
- PlusNet ready to welcome Force9 and Free-Online customers
- Rate PlusNet and you could win free broadband
- Other news
You might remember that back in January we published our plans for
2007. (If you need a refresher, or you've joined us since then, have
a look at the plan).
We thought that it was about time we updated you with our progress on
these plans. Some of the items are complete, others are well underway, and
there are some that we haven't made as much progress on as we'd have
liked. You can see a full
report on progress over at the Community Site - feel free to add
comments to the article if you want to talk to us about any of the
items.
With broadband support costs under the spotlight recently we are
delighted that uSwitch has recognised our commitment to provide
high-quality low-cost phone support. A report released this month revealed
that UK customers spend a staggering £34m per year phoning technical
support helplines on top of the £2.8billion spent on the broadband service
itself.
Our 0845 and 0114 support numbers allow you to take advantage of free
minutes which may be included in your home phone or mobile package. Our
24/7 Sheffield based support centre allows you to contact us whenever you
need assistance.
Have a look at our full list of geographic support numbers.
For more details on the uSwitch report, including industry wide
statistics and comparisons, take a look at this
article.
Some of you may have seen the BBC iPlayer mentioned recently in a
variety of different news articles and stories. The iPlayer puts you in
charge of the TV schedule and allows you to catch your favourite soaps,
documentaries or comedies at a time that suits you. It is currently in the
final stages of a nationwide test and a number of questions have been
raised regarding its usage consumption and performance over a busy
broadband network.
We have been actively testing the iPlayer on our service for a while
now to ensure that the service is fully compatible with our traffic
management systems. We are happy to report that no problems were seen
using the iPlayer on our network.
Learn
more about the iPlayer and its impact on the broadband network and catch
up on industry debate surrounding the iPlayer
We’d like to take this opportunity to apologise wholeheartedly for any
inconvenience caused by the recent email delivery problems.
On Wednesday 22nd August we experienced a problem with our email
platform which meant that some customers may not have received email sent
to their PlusNet email addresses.
If you want to read about the full details of this incident, have a
look at our incident
report.
We currently operate a number of different websites, including PlusNet,
Force9 and Free-Online. From September 13th Force9 and Free-Online
customers will use the PlusNet website to manage their account. The Force9
and Free-Online websites are virtually identical to the PlusNet site, so
customers of these websites should have no problem settling in to their
new home.
Find out more about Force9 and Free-Online customers using the PlusNet
website by reading our Community
Site blog.
‘Rate My Service’ has now been fully launched and allows you to rate
the service that you are receiving and to feedback on anything that you
want to see improved.
By completing the survey you are automatically entered into a draw to
win a year’s free broadband!
Read
more about the survey and take it now.
The results of our most recent customer satisfaction survey show that
57% of respondents were either ‘very’ or ‘extremely satisfied’ with the
service that they receive. This is a slight increase on last month and we
are confident that this score will continue to increase. For full details
of the customer satisfaction survey, including a break down of all the
areas which contribute to the score, take a look at our recent CSC
blog post.
If you've been happy with the service you've received recently why not vote
for PlusNet as Best ISP in the PC Pro awards?
7. Other news
Here’s a quick overview of other news from PlusNet HQ from the last 4
weeks:
We’re now publishing end of day reports to the community site. Some
longstanding Force9 customers may remember the end of day reports and will
know they are meant to be a light-hearted look at what’s been happening
here on a day to day basis. Take a look at the most
recent EOD.
Over the last 4 weeks we have also fully launched a new Usenet
platform and awarded Paul Jenkins from Leeds Met University with the
“PlusNet
Prize for Outstanding Achievement on an Internet-Based Project as Part of
a Computing Course award”
Did you know that you can keep yourself up to date with all the latest
service affecting issues by visiting the PlusNet
website?
By subscribing to the PlusNet Usergroup Email or RSS
feeds you get updates delivered to you in real-time. This way you'll
be kept up to date with all the service affecting issues in real-time as
soon as they occur.
If you haven't already done so, register
your new Community site username and you can join in with the latest
debates and conversation on the Community site forums.
Want to talk to us about anything in this newsletter? Then visit our Discussion Forums.
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