Should I switch from TalkTalk to Plusnet?

thriftymanc

I'm undecided so opinions please!

I'm with TalkTalk. I pay £19.29 per month for landline, free evening and weekend UK calls, and 40GB/month broadband.

I joined Tiscali because they were the cheapest and they were fine, but after merging TalkTalk just over a year ago my service is unreliable and their customer services are useless. Whenever I phone they tell me that there's no fault on my line when there clearly is, or that they can't help me because I use a Macbook!

After a lot of research, the second cheapest option that meets my needs appears to be Plusnet. (I can't go below 40GB/month on the broadband.) That's £23.48 per month for landline, free evening & weekend calls including 0845/0870, and 60GB/month broadband.

It's more than I'm paying now - but I'm trying to work out if it's worth it in the long run. The free 0845/0870 calls would save a little money as I do phone them every now and then and have to pay on TalkTalk. Their support number is also free unlike TalkTalk. I like that their support is based in the UK rather than abroad as without meaning any offence I have trouble understanding TalkTalk's helpline and they never understand me either so we go round in circles. If I go through Topcashback or Quidco I can get around £38 cashback which evens it out a little more.

Do I switch? I'm undecided for these reasons:

- a feeling keeps telling me not to because something cheaper might come up. But really, are broadband prices likely to drop? I was paying £14.99 for my package just over a year ago when it was Tiscali - so it's already gone up a fiver and is still the cheapest! Or are they? Are there any other options available that are less expensive than Plusnet?

- would I be jumping from the frying pan to the fire? As mentioned a lot of my problem with TalkTalk is that their support is so bad, are Plusnet any better? Is their service more reliable? From what I've heard they'd be better, but I just don't know. I suppose I could always change back after 12 months is up if I'm still unhappy?

I'm so fed up of not being able to make a decision!

spannerzone

Well Plusnet have a call centre in the UK so that might help if problems occur... I've been with them for 15 months and no problems and when I did think there was an issue their tech support answered quickly and turned out to be a local BT exchange problem.

Of course it's possible that if you have intermittent problems there could be an issue with your line (either inside the house, outside or at the exchange) so switching ISP may or may not solve problems if they're physically between you and the phone exchange.

I chose Plusnet because they seemed to offer fair prices (but not the cheapest) and had UK support which in my mind is well worth having. No disrespect to non UK call centres but I just find them harder to deal with and terrible call quality these overseas centres all seem to have.

Plusnet are owned by BT but seem to operate totally seperately to BT in every respect as far as I can see.

Would I recommend Plusnet based on my experiences? yes I would- but if you search online you'll find every ISP has terrible reviews generally speaking because only the disgruntled seem to write reviews!!

macman

If you are already on a TT LLU service, then you can only take your line rental back to BT on a 'return to donor', you can't transfer everything direct to Plusnet. This is free, but requires you to take a 12m line rental contract with BT. Once back on the BT network, you can then take your broadband with your preferred supplier-so you will have a gap in service.

macman

Do an exchange search on https://www.samknows.com, look for the listed LLU providers. If your number is not on the BTnetwork, Plusnet should have refused you at sign up.
The only alternative is TT for life...

macman

No, search using your actual phone number. The LLU providers are listed bottom right on the results page.
Yes, TT can use whatever network they like, they don't need your permission to LLU the line.
This isn't unique to TT, the same issue arises with any LLU provider-it's the penalty you pay for cheap broadband.
It would certainly be worth checking with Plusnet now you have actually signed up.

deklan99

You can migrate both voice and broadband direct to Plusnet from full LLU. There's even a guide on their website http://www.plus.net/support/phone/home_phone/phone_faq.shtml#noBTLine . Ask for a simultaneous provide and both voice and broadband will be activated at the same time, if they get it right.

Link to Plusnet Support comment "We can certainly transfer lines from full LLU providers like TalkTalk......." http://forums.thinkbroadband.com/which_isp/3876969-talktalk-to-plusnet.html?fpart=2#Post3877422

terribleape

I've had nothing but problems since switching to them. Line speed has dropped by more than 1/2 (now on an usable 0.8mbps), customer services will not pass you over to management (they seem to be in a 24/7 meeting), and constant price rises including a new £1.50 credit card charge.

Talktalk are deplorable, and I was glad to see the back of them, plusnet (for me anyways) was a very bad move.

Tony_

I've been with Plusnet for coming up to 3 years.

There are occasional bumps (and I had a 0.75 Mbps {sometimes topping 1Mbps} connection for alot of that time) but on the whole I have found their customer service to be fine.

I've currently got Fibre with them giving me 30Mbps download, and i've gotta give nothing but thumbs up since they installed it.

Every ISP has bumps in it's service, however Plusnet (I reckon) are on the better side - Miles better than Orange were to me anyway

macman

So what did the LLU results show you?

skea56

Hi there
I've been with PlusNet for broadband only for almost 3 years now. I have to say their customer service was great - thankfully I have only had to phone 2 or 3 times, and on each occasion, they have solved the problem, and on the last call upgraded me to a wireless router at no additional charge. I have recommended them to friends, as they seem so be the cheapest for line rental, and actually got me a faster speed than my previous provider, who constantly blamed the inferior broadband network in Northern Ireland for the slow speeds.

Hope this helps.

Barry51

thriftymanc wrote: »

I joined Tiscali because they were the cheapest and they were fine, but after merging TalkTalk just over a year ago my service is unreliable and their customer services are useless. Whenever I phone they tell me that there's no fault on my line when there clearly is, or that they can't help me because I use a Macbook!

We were in the same position and switched to Plusnet 6 months ago. Plusnet have worked out around the same in terms of price but in terms of customer service they are a million miles apart. I would never ever consider going back to Talk Talk. Anyone who has spent hours trying to speak to Talk Talk's Bombay Call Centre will tell you the same.