[Paul K]

Saw this on another forum and thought I would bring it to everyones attention here:

UK ISP, Plusnet, have terminated the service of two of their Broadband Users for asking too many questions and taking up too much Customer Support time on their portal Discussion Forums.

Early last year, Plusnet, an ISP with nearly 200,000 subscribers, decided to cut its prices for all of it's Broadband Products, but it decided not to inform it's existing customers of the move. An implication which has meant thousands of customers are now paying almost twice as much for the same service.

Within the last month they have begun packet shaping P2P transfers for users of it's 'Premier' service. A service sold and described as a 'clean' connection. They also recently introduced severe throttling of customers using more than 150Gb/month. Throttling which gives users on a 2Mb service, just 70kbps, and a throttle that is permenant.

As a result of this, Plusnet have recently been receiving a large number of Customer complaints, both privately, and through their publically accessible member discussion forums.

Wade Woverly,20 from Leeds (and known as Wadev159), recently stared a thread in the Plusnet Member Discussion Forums challenging Plusnet on a number of Customer Service Issues - one of which was this fact that countless customers were paying a premium for the same connection. In the thread he mentioned he was assisting Trading Standards with an investigation into the legality of Plusnet's Terms and Conditions and the recent changes they have imposed on the service.

Yesterday afternoon he received a telephone call from Plusnet stating that if he didn't stop posting comments about Plusnet in their forums, they would terminate his entire ADSL connection and not just his forum access. The reason they gave was that he was using up too many Customer Services resources.

Neil Armstrong, Head of Marketing at Plusnet commented "Our comms team is there to serve all our customers, not to be drained by one unreasonably demanding customer."

More info in a thread here that I found on google:
Linky
Wonder if NTL have ever thought of using that excuse