Plusnet is the worst provider. stay clear

nassime1

Wow, what an ISP, I have never seen such craziness.

I'm unfortunatly a plusnet customer. Upon registering with them a few months ago, realising we may leave our current house, I personally called them and asked outright what are the consequences of us stopping the service. They happily said that we would be fined £72 , crazy cancellation policy, but ok, I guess the state of ADSL in the UK is just this bad, and we weren't thinking of moving.

Due to several circumstances beyond our control, we needed to move out, we call plusnet, tell them we're going to cancel, simple, customer support says we need to pay the £72, alright, trying to be good ISP citizens, we agree to that.

Until the empire strikes back, they phone back a few hours later at 11 PM (yes, 11 PM, how bad, unorganised and rushing would you be to call your home client at 11 pm? ), they say they changed their minds, and now they want us to pay for the rest of the year (!), and that is over £200.
Right, trying to rip off your clients? do they honestly feel that we will come back to them whis these practices? do they think I will recomand my friends to them? and most of all, do they think we will bend over and accept their unprofessional practices?

They blaim us for not understanding our contract, while they, themselves are confused by it as they keep spouting different decisions.

I feel that we have been scammed, tricked, lied to, and even close to the point of being blackmailed (threatening). So much for the transparency Plusnet, so much for sincerity and client satisfaction you claim.
We're not going to stay silent with this, we'll take every means possible to protect us: Forums, friends, authorities, Fair Trading Office, whatever it takes.

Unhappy plusnet client (nassime1)?

djohn2002uk

I think you are stuck with it. Surely you know what is meant by "12 months contract". You agree to pay them for 12 months in monthly payments.

lofty_2

thats why you always take the safe option with these risks (take the 1 month contract) I think they were offering the 1 month one for about £12 when i got mine (i got it free because i migrated) Ive not had any problems compaired to fast24 whom i had before after cpbb closed down. Fair enough their support team dont know dns from apple pie but the service has been very good for the price. £5 saving a month and better service

bettyr

djohn2002uk wrote:

I think you are stuck with it. Surely you know what is meant by "12 months contract". You agree to pay them for 12 months in monthly payments.

But they could have come to some sort of compromise with the poster instead of DEMANDING money. It's not as if they said that they were switching providers!
Poor customer relations.

lofty_2

bettyr wrote:

But they could have come to some sort of compromise with the poster instead of DEMANDING money. It's not as if they said that they were switching providers!
Poor customer relations.

Most contracts ask for the remainder of the contract as a cancelation fee anyway. I wanted to leave my mobile provider (orange) for several reasons including when they removed their free calling of 0800 numbers. I couldnt do much about it and am still with them even though i dont want to be. I can now leave for about £100 but its a financial thing, I cant afford £100 atm. I hoped the removal of 0800 would be a clause to get me out but i was wrong

Sorry for going a bit off topic

Quinny_2

Well,for those of you that have read my thoughts on Tosscali's appalling service,this is another reason why I have gone with F2S.

A monthly contract,which means I can tell them to stick it,if things get nasty,or I move house,or anything else for that matter.

The market is such now,that a lot more ISP's will probably go down this route in order to keep customers,in my opinion,however,I have to say that majority of the ISP's on the market still tie you to 12 months,and while not ideal,it looks like your stuck with it,or pay them off.

Just a thought though......

Is it not possible to move them onto your next property,or are you fleeing the country,Ronnie Biggs style?

redux

It sounds at least possible that the £70 might have been a reconnection fee for moving to another site, but on cancellation instead the full annual rental was payable.

lofty_2

That sounds possible although im sure i read somewhere that plusnet let you move your broadband to a new house for free (or maybe a tenner or so) not £70!!!!

nassime1

well i am leaving the country. I told them i am happy to pay the £70, they did not accept. so they are getting nothing then. I think they passed it to a debt recovery. that s why i don t want it to happen to others, stay clear!!!!!!!

eagleeye

One must read the t&c before signing up any contract. I’m with plus.net since last 6 months and never ever have faced the trouble. They offer two types of contracts one is 12 month & another one is one month(you have to pay extra 10 or 20gbp).see here for more information http://www.plus.net/residential/broadband/broadband_home_features.shtml?link=resbb_viewfulllink

if you are opted for the 1 month contract option then you have to pay only the cancellation cost .But if you have opted for the yearly contract then you have to pay the remaining period line rental plus the cancellation cost.

One can move the plus.net to new address on BT line by paying about 5.99 gbp which is comparatively cheaper to Tiscali & UK online ( both charges 50gbp).Only AOl doesn’t charge for moving bb to new address.
Also read the content on this click
http://www.plus.net/residential/broadband/bbpayg_freesetup.shtml
every year you stay with PlusNet we’ll guarantee that the cancellation cost decreases. What does this mean? If you cancel within the first year, then you will pay £47 for the activation. For every year you stay we’ll reduce this by £9.40. If you also choose to take a modem as part of the offer there will be an additional cancellation fee of £25 in the first year and this will reduce by £5 for each year that you stay.
You can choose an annual or monthly contract when you choose broadband. If you choose the monthly contract option in conjunction with this offer there is a one-off charge of £11.75.

JohalaReewi

The PlusNet signup can be complicated for new broadband users with references to free (which really means deferred payment), the choice of annual or monthly signup, with or without included activation, and hardware choices. The default of course is the annual contract which means if you bail out before the 12 months, you get hit for the unpaid subs. PlusNet should really have mentioned this if you asked them about leaving early. However, the signup is online and it is just you making the selections (no guidance from PlusNet staff) and if you get the wrong one...

If anybody is thinking of signing up with PlusNet and are likely to want to leave PlusNet within 12 months, pay the £11.75 one off premium for a monthly contract.

However, The PlusNet ADSL service is reliable and fast so unless you leaving the country, or discover P2P, you are not likely to leave PlusNet within 12 months.