Migrating away from plusnet

mincepies_2 · 1 October 2009 at 10:36AM

I finish my year's contract with them at the end of November but have had no end of problems with them. My recent ones have meant I haven't been able to use my internet since the middle of September. I've been on the phone to them numerous times and did test after test with them. One person tells me there is no fault, then the next says there was but it was fixed, then no fault, oh there might be a fault with the router, oh no fault again. I asked to be sent out a new router which they won't do.

I want to move away but if I go before the end of my contract they are looking to charge me about £100 in fees. I would be happy enough to pay my monthly payment until my contract is up but then I am left waiting around with no broadband from them.

Can I join a new ISP and have them both running at once to avoid the cancellation charges? Can I get them to provide a mac code yet or is it too early (when I asked on the phone they said I would be charged for it which I'm pretty sure they cna't do...)

Any help gratefully received

ComplexP · 1 October 2009 at 1:15PM

mincepies wrote: »

I finish my year's contract with them at the end of November but have had no end of problems with them. My recent ones have meant I haven't been able to use my internet since the middle of September. I've been on the phone to them numerous times and did test after test with them. One person tells me there is no fault, then the next says there was but it was fixed, then no fault, oh there might be a fault with the router, oh no fault again. I asked to be sent out a new router which they won't do.

I want to move away but if I go before the end of my contract they are looking to charge me about £100 in fees. I would be happy enough to pay my monthly payment until my contract is up but then I am left waiting around with no broadband from them.

Can I join a new ISP and have them both running at once to avoid the cancellation charges? Can I get them to provide a mac code yet or is it too early (when I asked on the phone they said I would be charged for it which I'm pretty sure they cna't do...)

Any help gratefully received

First off, as long as you are not under contract you can ask for your MAC code and they are obliged to give it to you without charge. I would wait until the end of November before asking for it.

I'm afraid you cant have two services running together because they would 'clash' on your phone line. This is why the MAC code exists, kind of. So it looks like you're stuck with Plusnet until then.

I would use that time to try to get to the root cause of your problems. If you have a dodgy phone line or a faulty piece of equipment changing ISP will have little effect.

What sort of problems have you been having? You say you haven't been able to use the internet for some time now, why? Is it that you simply cannot connect? If so, do you ever hear crackling noises on your phone line?

Do you recieve some sort of error message when trying to connect?

It's strange because I've been with Plusnet for a few years and always found their UK call centres to be quite good. They mostly know what they're talking about as opposed to reading from a script like some other companies I could name. #cough# tiscali #cough#

mincepies_2 · 1 October 2009 at 3:58PM

Thank you, they say it isn't a fault with them sometimes then others say there was a fault but they have fixed it but it still doesn't seem to work. I asked for a new router to be sent out as the internet light wasn't coming on but the broadband light was (suggesting it was the router one of them told me) but they refused.

I'm at the end of my tether with them tbh :mad:

ComplexP · 1 October 2009 at 7:07PM

mincepies wrote: »

Thank you, they say it isn't a fault with them sometimes then others say there was a fault but they have fixed it but it still doesn't seem to work. I asked for a new router to be sent out as the internet light wasn't coming on but the broadband light was (suggesting it was the router one of them told me) but they refused.

I'm at the end of my tether with them tbh :mad:

I would post details of exactly what the problems are into the techie forum section. Include everything you can think of that may give clues as to what is causing these problems.

I know it's tempting to blame the ISP but normally these things are caused by other factors.

mincepies_2 · 2 October 2009 at 12:58PM

Thanks ComplexP. The last I heard they said it looked like my computer's fault as when were tried to reset the router and set it up again on the computer, it was falling at the last hurdle of recognising the plusnet login and/password. I tried it again though on another computer and it was doing the same...