plusnet value broadband

edda

macman wrote: »

Plusnet don't have 'engineers'. Your migration is handled by BT Openreach, if the migration was scheduled for Monday then that is when OR would reconnect you.
If you used a MAC to migrate then this should not arise-sounds like an error by your existing ISP, as the downtime should be no more than a couple of hours-but always on a weekday.

I'm new to Plusnet - I used the 'engineers' term because that is what they told me. As we were cut off on 25th, don't think the migration was planned for 29th (Monday).

I don't know when it is/was planned for - I haven't heard from them for 12 days now. Last communication was an email saying 'thank you for your order'. Their stated aim was to migrate me in 5-7 working days. Nothing since - no broadband since I last posted.

Existing supplier = BT
Plusnet = BT
Who I blame = BT

(Not much choice in our area -no cable etc)

macman

Plusnet is owned by BT, but run entirely independently.
It is Openreach's engineers who do the actual migration, not BT Retail or Plusnet.
Did you use a MAC to migrate? If so, the migration should have completed on the same day seamlessly with no more than a couple of hours downtime. If it didn't then speak to Plusnet.
Have you received your hardware yet?-you will normally get this a day or two before the migration date.
If OTOH BT have cut you off before your migration date, you need to speak to them.
If you didn't use a MAC, then there will be some days downtime between services.

edda

Yes - a MAC was passed on to Plusnet.

Phoned them again (twice) - no one knows what the problem is. No one seems interested - its all 'just wait until later today/tomorrow' and has been since Saturday. All we want is broadband back.

Anyone know how to complain to Plusnet? :mad:

macman

Have they confirmed when your actual migration date should be/should have been? They always give you a scheduled date which is emailed or texted. What does it say on your online account?
Have you received your hardware? If not, you can't be due to migrate yet.
If BT have cut you off before your scheduled date, it's them you need to contact.

edda

I was told the scheduled date was Friday - and that they only contact me with a date when the order is completed.

As we were leaving BT, i didn't think it was worth complaining to them now - Plusnet told me the connection was scheduled for midnight Friday. The order was placed 11 working days ago (and they promised to fulfil it within 5-7 days).

No one knows what the problem is and they keep saying that it should be on by now. (No new equipment was needed as the existing router is fairly new and compatible - this was checked).

So OP - the Plusnet service is appalling AFAIK

Fire_Fox

PlusNet website is good, very easy to see how much you have used of your download limit - the 10GB is daytime, you get unlimited overnight (midnight to 8am). I have had to speak to PlusNet several times in the last couple of weeks, overall I am happy with the customer service.

edda

Our order has finally been serviced today.

I'll leave you to decide if this is good sevice or not.

macman

I think you will find that Plusnet is generally good value for money, especially on the £5.99 tariff. The initial problem you have had is down to Openreach not Plusnet, as it appears that they disconnected your BT broadband service but dd not connect Plusnet at the same time.
This does sometimes happen, regardless of which ISP you are moving to.

edda

macman wrote: »

I think you will find that Plusnet is generally good value for money, especially on the £5.99 tariff. The initial problem you have had is down to Openreach not Plusnet, as it appears that they disconnected your BT broadband service but dd not connect Plusnet at the same time.
This does sometimes happen, regardless of which ISP you are moving to.

No - Plusnet admitted it was their fault when I spoke to someone yesterday. However, I'm still no wiser as to what the actual problem was.

Whilst not doubting that they are cheap, like a lot of organisations, perhaps their service is only good until there is a problem.

I'm reserving judgement and will see what happens during the period of our contract with them.