Plusnet Hell

tomt

Just thought I'd share a lesson I've learned about ISPs - try to contact them by phone as if you have a problem with your account BEFORE you actually sign up. If you can't get through, then don't bother signing up. I wish I did before joining Plus.net:

After a botched cancellation by plusnet (due to a miscommunication and poor CS follow-up) when I originally moved house, I finally got a cancellation organised (with immediate effect) with only a cancellation fee to be taken from my card, which was promptly done. It took forever to get to the right person on the phone at plusnet, after many dead ends on their phone service and being on hold for periods of up to an hour. I could no longer log-in to the 'Account' section of plusnet as my account ahd been closed. A few weeks later I get an email informing me that my direct debit payment will be taken in a few days' time. Without being able to log-in and double check whether a final payment was due (I didn't think there was) I cancelled my DD to be on the safe side so I can always arrange payment after the original payment date if they were indeed right.

Now I get an email to say the payment wasn't processed, telling me to call them up, or log-on to my account at plus.net. A few calls later, including the dead-end of 'Account Management' which tells you to 'log-on at plus.net to manage your account<hang up>', I finally get through by pressing 1,1,1,1,1,1,1 to report a telephone service fault with plus.net, and the guy at the other end says my account 'wasn't fully cancelled' which he has now remedied, and that the charges were not due at all.

I normally find automated telephone services ok, as you normally end up in the right department, but plusnet's is a nightmare. There wasn't even a 'Payment' option so I could indeed pay if a sum was legitimately due. You'd think they'd make it easy to give them money.


Now I'll be trying to contact my next ISP as if I had a problem and see how quickly/easily I get through.


I'd avoid plusnet like the plague if you're thinking of switching ISP for broadband.

kosial

Hi there, I agree to every your word. I am now looking to go to another ISP from Plusnet, as they have limited all P2P so you can't even download outside the pick hours. I am not a heavy user, do not download 24h but would like to have that option available. It's a Nightmare now!!! where did you go? happy with new ISP? BTW - has anyone tried do challenge them to avoid the charge for leaving them? Any tips? Thanks!

devizes18193

Have a look at primus there is a thread on here .I let plusnet for them &hav not regretted it

kosial

thanks will check,