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Welcome to the latest edition of Plus, the
PlusNet newsletter.
If you’ve read any of our previous newsletters, you’ll notice
that we’ve changed the format a little bit. Our new Community
Site now
has all the latest news, so our newsletter will simply provide a summary
and point you there for more details.
This edition contains the latest news from our Customer Support team,
including the introduction of geographical support numbers and progress
with dedicated Business Support. You can also learn about our My Referrals
programme, what you can do to combat spam and more.
Carol Axe
(Customer Support Manager and Plus Editor)
Contents
- Earn free broadband or even make a profit with My Referrals!
- Update on recent Webmail incident
- Business support team - how's it going?
- New geographical support numbers are here
- Focusing on improving the quality of customer support
- Online Support Update
- A message from the PlusNet UserGroup
1. Earn free broadband or even make a profit with My Referrals!
Did you know that you can reduce your monthly subscription by recommending PlusNet to your friends? You can even get free broadband, while some people even make a monthly profit! If you've got friends and family who are unhappy with their broadband provider, or they're still using dial-up, why not tell them about PlusNet?
Learn more about My
Referrals.
Martyn Tanner did just that and got a huge reward. He was the lucky winner
of our £30,000
VW Golf competition - read more and see the photos on the Comms
Team Blog.
Look out for our next ‘My Referrals’ promotion, coming soon!
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2. Update on recent Webmail incident
We've suffered some problems with spam email recently, with a number of customers seeing an increase in the amount of spam they receive. If you've been affected by these problems, we'd like to apologise wholeheartedly and let you know what we’re doing to try and improve the situation.
We’ve already replaced Webmail with a more secure service. See our plans
for further improvements to our email service on our Community
Website.
We’ve also improved our password system, allowing customers to set stronger
passwords.
If you want the full detail on how the spam problem arose and what we’ve done
about it, you can read our in-depth incident
report.
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3. Business support team - how's it going?
In a previous newsletter we told you about our dedicated business support team.
We answer 99% of calls with an average wait time of less than 20 seconds, and 85% of Questions raised online within just 4 hours!"
Learn
about the successes of the team so far
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4. Geographical Support Numbers Now Available!
If you have a phone package with inclusive minutes to 01 and 02 geographic numbers, we've got some good news for you! Whilst other providers are cashing-in on expensive premium-rate support lines, we've introduced 0114 (Sheffield) geographical support numbers to go alongside our existing 0845 numbers. This should cut the cost of calling our support team for many customers as many customers have inclusive minutes bundled with their call plans.
The new numbers are:
| PlusNet Residential Support |
0114 2965198 |
| PlusNet Residential Faults |
0114 2965188 |
| PlusNet Business Support |
0114 2965182 |
Did you know that you can see how busy our Customer Support Centre is on the PlusNet website? See up-to-the minute call statistics (including wait times) at http://csc.plus.net
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5. Focusing on improving the quality of customer support
If you've raised a Question to our support team, you might have noticed that you get the chance to rate their response. Ever wondered what happens next? We regularly review the feedback
that you provide.
Last month, the results of our Customer Feedback Survey indicated that
63.3% of respondents we’re either “Very” or “Extremely Satisfied” with
their service. More results here.
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6. Online Support Update about spam protection
Spam has been a big issue for everyone here at PlusNet in the last
few weeks, not least the Online Support Team. They’ve been really busy
making sure the support pages contain all the info you need to help
reduce the amount of spam in your inbox – find out more by reading this
blog post all about spam
protection.
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7. A message from the PlusNet Usergroup
“After a brief period in the doldrums when several key members 'went over the top' and joined PlusNet as employees, coupled with Mike 'wildmind' resigning as chairman for personal reasons, the PlusNet Usergroup is now back in action.
A public vote for new members was held in March, resulting in five new members
being admitted. The forums are currently very active and the PUGIT database
of 'Issues' raised with PlusNet is becoming a focal point for debate - http://usergroup.plus.net/pugit/
We have also developed a comparison
tool to allow users to compare the new Broadband Your Way products against
the previous range of products. (Note: The page is currently being tested
- comments welcome.)
More updates in the next newsletter. In the meantime, come and join us at http://usergroup.plus.net/ ”
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Want to talk to us about anything in this newsletter? Then visit our Discussion Forums.
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