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My plusnet story - really bad
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landman11
Posts: 11 Forumite
Hello all,
I really hate Plusnet, i have been with them for 21 months now and up until March of this year all seamed ok (a bit Slow) but ok i suppose. Then end of march came and plusnet billed me more than what they should of done. So, ok but here is the issue i had with them. It took them almost 4 weeks bar a few days for them to refund me. Then to make it worse for me they did it once again the next month, even after saying all was ok and my billing structure had been adjusted to the correct amount. Then they did it a 3rd time. This time their excuse was "Ahh, your in a market 2 area so the prices on our website would be a little higher, as the exchange is a little more rural." Nowhere on the website (that I was told about) did it say anything about market 1,2 and 3. Nore was I told during the upgrade call. But i told them that i was not told about any price hike due to exchange type or location. I even asked what the price would be and they confirmed it would be set at £25 plus VAT. But there excuse was "Ahh well that’s the price like it or lump it" nice customer service huh.....NOT!
Then to top it all off they cut my speeds down from a healthy 6.5 meg down and 844kbps up to 1.5 meg (at its best) and 512Kbps down (How strangely close to a dispute). So i phoned in with a fault and they started to blame me, my hardware and then BT. So a PSTN engineer was dispatched to repair a none existent fault, no fault was found (Well not any that would effect my BB service). So i phoned very angry that plusnet are failing to help me and get my BB working again, as after all i use it to run my business. So an order (on my advice to them, which plusnet thought was a good idea) was placed to have an upgrade from ADSL Max to ADSL2+ for a week later. We are now on the 21st of April 2011 and the engineer is at the exchange changing me over onto ADSL2+. That very same morning my phone service and broadband went at 11.30am (Peak time for my business) so no inbound or outbound calls could be made. Also my BB was cut off as well, but plusnet said “You wouldn’t notice the change.” Anyway we are now on the morning of the 22nd of April 2011, baring in mind Easter bank holiday is looming over us, and I still have no BB connection. So I phoned in to plusnet support and they told me, “An engineer had identified a faulty peace of hardware at the exchange, which needed to be replaced in order for service to be restored!.” I was also told in the same phone call “That we would not be able to send an engineer out, until after the bank holiday. But if you pay an extra £9.99 per month enhanced care plan (min 12 month contract – another money spinner for them) we could get one out to you today with 2 to 4 hours” I of caurse said “no I wouldn’t pay you any more money as your not helping me now let alone me paying more.”. You would think as this has now been in action for 3 weeks, and that i have a business line, the least they could of done was offered me this package free for 6 months. But no Plusnet said “Im afraid BT don’t work during bank holidays for normal end users, so you will have to wait”. They wouldn’t even offer me a backup like a 3G dongle, so I could at the very least do some work.
Im not at all happy with Plusnet or their customer services for that matter I intend to release a video review on plusnet on youtube.com which I understand is one of their major advertising partners. I think plusnet are technically dumb, customer care stupid and PR obsessed. An example of the monkeys at work can be found here asa.org.uk/ASA-action/Adjudications/2011/1/PlusNet-plc/TF_ADJ_49655.aspx
If you are looking for a good old rant, or if you’re thinking of joining plusnet and want to read more at what they are truly like. Then forget the ads you hear on the TV and radio. Come and see what these horrendously bad monkey tapping animals at plusnet are really like for us paying customers. Please visit ihateplusnet.blog.co.uk
I currently pay between £70 to £90, for these crap call centre monkeys!
Do you expect usernames like “sunkmonkey” to be associated with Plusnet, well I can tell you they are. Check this out youtube.com/watch?v=_Y3RSEh3bTs titled “Plusnet Team B Karting” – there driving is as bad and slow as their services too.
Maybe all Plusnets CSC and Faults team agents / systems are all Ganger / Scunk smoking monkeys!. Well everyone is willing to take on your business and your cash!. But post services and customer service leads much to be desired.
Hope you enjoyed this read as much as I enjoyed posting this honest review of this horrendous ISP (Plusnet)
Warmest Regards
Landman! :mad:
I really hate Plusnet, i have been with them for 21 months now and up until March of this year all seamed ok (a bit Slow) but ok i suppose. Then end of march came and plusnet billed me more than what they should of done. So, ok but here is the issue i had with them. It took them almost 4 weeks bar a few days for them to refund me. Then to make it worse for me they did it once again the next month, even after saying all was ok and my billing structure had been adjusted to the correct amount. Then they did it a 3rd time. This time their excuse was "Ahh, your in a market 2 area so the prices on our website would be a little higher, as the exchange is a little more rural." Nowhere on the website (that I was told about) did it say anything about market 1,2 and 3. Nore was I told during the upgrade call. But i told them that i was not told about any price hike due to exchange type or location. I even asked what the price would be and they confirmed it would be set at £25 plus VAT. But there excuse was "Ahh well that’s the price like it or lump it" nice customer service huh.....NOT!
Then to top it all off they cut my speeds down from a healthy 6.5 meg down and 844kbps up to 1.5 meg (at its best) and 512Kbps down (How strangely close to a dispute). So i phoned in with a fault and they started to blame me, my hardware and then BT. So a PSTN engineer was dispatched to repair a none existent fault, no fault was found (Well not any that would effect my BB service). So i phoned very angry that plusnet are failing to help me and get my BB working again, as after all i use it to run my business. So an order (on my advice to them, which plusnet thought was a good idea) was placed to have an upgrade from ADSL Max to ADSL2+ for a week later. We are now on the 21st of April 2011 and the engineer is at the exchange changing me over onto ADSL2+. That very same morning my phone service and broadband went at 11.30am (Peak time for my business) so no inbound or outbound calls could be made. Also my BB was cut off as well, but plusnet said “You wouldn’t notice the change.” Anyway we are now on the morning of the 22nd of April 2011, baring in mind Easter bank holiday is looming over us, and I still have no BB connection. So I phoned in to plusnet support and they told me, “An engineer had identified a faulty peace of hardware at the exchange, which needed to be replaced in order for service to be restored!.” I was also told in the same phone call “That we would not be able to send an engineer out, until after the bank holiday. But if you pay an extra £9.99 per month enhanced care plan (min 12 month contract – another money spinner for them) we could get one out to you today with 2 to 4 hours” I of caurse said “no I wouldn’t pay you any more money as your not helping me now let alone me paying more.”. You would think as this has now been in action for 3 weeks, and that i have a business line, the least they could of done was offered me this package free for 6 months. But no Plusnet said “Im afraid BT don’t work during bank holidays for normal end users, so you will have to wait”. They wouldn’t even offer me a backup like a 3G dongle, so I could at the very least do some work.
Im not at all happy with Plusnet or their customer services for that matter I intend to release a video review on plusnet on youtube.com which I understand is one of their major advertising partners. I think plusnet are technically dumb, customer care stupid and PR obsessed. An example of the monkeys at work can be found here asa.org.uk/ASA-action/Adjudications/2011/1/PlusNet-plc/TF_ADJ_49655.aspx
If you are looking for a good old rant, or if you’re thinking of joining plusnet and want to read more at what they are truly like. Then forget the ads you hear on the TV and radio. Come and see what these horrendously bad monkey tapping animals at plusnet are really like for us paying customers. Please visit ihateplusnet.blog.co.uk
I currently pay between £70 to £90, for these crap call centre monkeys!
Do you expect usernames like “sunkmonkey” to be associated with Plusnet, well I can tell you they are. Check this out youtube.com/watch?v=_Y3RSEh3bTs titled “Plusnet Team B Karting” – there driving is as bad and slow as their services too.
Maybe all Plusnets CSC and Faults team agents / systems are all Ganger / Scunk smoking monkeys!. Well everyone is willing to take on your business and your cash!. But post services and customer service leads much to be desired.
Hope you enjoyed this read as much as I enjoyed posting this honest review of this horrendous ISP (Plusnet)
Warmest Regards
Landman! :mad:
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Comments
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These bits were especially childish rants I thought and never really helps anyone , I hope your video or blog is better its not been the best first advertisement if thats its point
Why not just go to their forum from your online account panel if you really have issues ? . Ive found its fastest way of sorting any issues and pretty fastcrap call centre monkeys! I intend to release a video review on plusnet on youtube
I think plusnet are technically dumb, customer care stupid
An example of the monkeys at work can be found here *****
Come and see what these horrendously bad monkey tapping animals at plusnet
Check this out youtube “Plusnet Team B Karting” – there driving is as bad and slow as their services too.
Maybe all Plusnets CSC and Faults team agents / systems are all Ganger / Scunk smoking monkeys!.
So lets break it down a little you were with them for 21 months without problem until a few weeks ago , are now really really upset and are now angry with these "skunk smoking stupid idiot monkeys" because they wont work bank holidays .:rotfl:
Its very confusing as to what has gone on over a few weeks after 21 months of happy service to really help you , use their forum via the account control panel , its free.
But if its that bad maybe you should leave , Im unsure how happy you would be elsewhere though if things get you so angry that you join to write that much ranting in a first post .
Other than that plusnet online help forum is open 24/7 including bank holidays , otherwise good luck with your plan to destroy an ISP with your spectacular youtube video :eek: please post a link when its done
Maybe you should smoke some of the drugs you reckon the call handlers are smoking , it may calm you down , you do know that some companies take many weeks or even months to sort problems out without English call centres . or online staff in the forum , never mind working bank holidays
Plusnet do have probs same as everyone else but far far from the worst so your new blog enterprise may be extremely slow
If its not an ad for your blog then its best you either calm down or leave plusnet if it makes you that unhappy although you may come up against worse troubles in the future , there are much worse some you have no other way of contact but long long expensive phone calls that get nowhere , at least plusnet have a free help forum and issues are dealt with openly , more than you could say for most , imho
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Join HORRANGE if you really want to experience Customer Disservice at its very best!!!!0
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Hi Landman11,
As we've posted on several of your blogs before, we'd be more than happy to look into your problems if you'll advise of a username or ticket ID?
However I'm not sure what the personal youtube accounts of ex-staff members has to do with the service at all.“Official Company Representative
I am the official company representative of Plusnet. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
"I currently pay between £70 to £90, for these crap call centre monkeys! "
I think your the only person on this planet to pay £90 a month for broadband. You know you can get it cheaper elsewhere, right?We’ve had to remove your signature. Please check the Forum Rules if you’re unsure why it’s been removed and, if still unsure, email forumteam@moneysavingexpert.com0 -
Plusnet_company_representative wrote: »Hi Landman11,
As we've posted on several of your blogs before, we'd be more than happy to look into your problems if you'll advise of a username or ticket ID?
However I'm not sure what the personal youtube accounts of ex-staff members has to do with the service at all.
Sounds like you're better off without him as a customer. The whole Youtube thing is bordering on stalking.
Customer from hell? I think so.We’ve had to remove your signature. Please check the Forum Rules if you’re unsure why it’s been removed and, if still unsure, email forumteam@moneysavingexpert.com0 -
I've been a Plusnet customer for 7 years - no problems.0
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These are issues/problems that have garn on for weeks. Its pritty mindless to say im childish i went on for weeks with promise after promise with this company. Its ok for you all to love them, that opionion is your human right :beer: But i will say this, i don't like them and i don't want to be a part of a company that is technically dumb, customer care stupid and PR obsessed. Its quite clear from this company has varied history that my review of this company fits in quite nicely with its chequered history. You only have to visit all the review websites for conformation. On a good note for Plusnet they were a very good little company before all the PR and TV and Radio ads started (Dare i say it). So it goes without saying, you get what you pay for buy cheap buy again. That's a mistake i made, and wont be making again with my next ISP. Which im sure you all and Plusnet will be please to know i will be moving.
So to all those who think im a looser fair enough that's your point of view i carnt shoot you all down for that. Also to all those of you who think i have not tried everything i could to help resolve the issue you are all very wrong. I did everything i could do on the phone, in the support portal. Infact i have spent hours, days and weeks trying to sort this with them. And all we keep doing is going around and around in the circles as know one at Plusnet is willing to admit to me that they don't actually know what is wrong. Its nowt to admit you don't know, but to lie,bluff or tell white lies is quite something else. But yes if you all want to see my video review it will be on youtube.com among other places. So once its live i will link you all up.
In the meantime happy days, Hope you all had a nice Easter weekend. :j0 -
You wont be able to help at your level, no offence but its garn past CSC now. Its now at a management level, so if they carnt help then i don't know, Maybe its move time.Plusnet_company_representative wrote: »Hi Landman11,
As we've posted on several of your blogs before, we'd be more than happy to look into your problems if you'll advise of a username or ticket ID?
However I'm not sure what the personal youtube accounts of ex-staff members has to do with the service at all.
As for your commentPlusnet_company_representative wrote: »However I'm not sure what the personal youtube accounts of ex-staff members has to do with the service at all.
Well anything that relates to illegal class b drugs would concern me as a customer. I have very sensitive personal information held in these companies databases. So i think its very reinvent indeed to question things like this.:eek:. Lastly how are your customers to know who does and doesn't work for Plusnet?0 -
johnnyblount wrote: »These bits were especially childish rants I thought and never really helps anyone , I hope your video or blog is better its not been the best first advertisement if thats its point
Why not just go to their forum from your online account panel if you really have issues ? . Ive found its fastest way of sorting any issues and pretty fast
Thats great if it resolved your issues im glad about that. But it wouldn't help with mine. But thanks for the advice all the same.johnnyblount wrote: »So lets break it down a little you were with them for 21 months without problem until a few weeks ago , are now really really upset and are now angry with these "skunk smoking stupid idiot monkeys" because they wont work bank holidays .:rotfl:
Its very confusing as to what has gone on over a few weeks after 21 months of happy service to really help you , use their forum via the account control panel , its free.
But if its that bad maybe you should leave , Im unsure how happy you would be elsewhere though if things get you so angry that you join to write that much ranting in a first post .
I don't expect them to work bank holidays, but wouldn't you be cheesed off if you was a business and to be told you have no internet for 4 days?. Thats not all for them Plusnet to try and rope me in to a 12 month enhanced care package and that an engineer could be sent out within 2 to 4 hours. If that was possible after 3 weeks of the same fault you would of thought they would of placed that plan on my account for 1 month to help get the issue resolved.johnnyblount wrote: »Other than that plusnet online help forum is open 24/7 including bank holidays , otherwise good luck with your plan to destroy an ISP with your spectacular youtube video :eek: please post a link when its done
This is an issue that can not be dealt with by forum users. Plusnet have already said this is now at its highest faults team. So carnt really see how a bunch of forums users could help?
Maybe you should smoke some of the drugs you reckon the call handlers are smoking , it may calm you down , you do know that some companies take many weeks or even months to sort problems out without English call centres . or online staff in the forum , never mind working bank holidays [/QUOTE]
They may work bank holidays and 24/7, But that doesn't always mean they actually help.
Maybe your trying to get to it from a Plusnet connection:rotfl:johnnyblount wrote: »Plusnet do have probs same as everyone else but far far from the worst so your new blog enterprise may be extremely slow0 -
I am not saying if i am or if i am not with Plusnet, If you don't believe my story that is your opinion. Like said in past posts. I haven't refused their help at all. I know that this rep carnt help due to the severity of the issue. And to clear this up, how do you know what type of connection i have? as it happand's i have a registered bt phone line and a business broadband package. Like i said you opinions are biased on your own experiences and mine wasn't good, and i was/am one of many unhappy customers.0
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