My plusnet story - really bad

macman

All ISP's charge the £25 for a cease of service. This is a standard charge levied on them by Openreach for the last 2 or 3 years now.

kwikbreaks

cathysorbo wrote: »

Believe you me, Plusnet have become money grabbing so and so's -

Most ISPs sell ADSL at such a tiny margin that they can't afford to absorb standard BT OpenReach charges and have to pass them on.

Although in theory BT Retail and BT OpenReach are different companies it is more akin to moving money from one pocket to another than into another's greasy palm.

Widelats

Wow, i was going to order plusnet tonight on my internet, i am glad i read this thread - i will go for virgin instead.

macman

Remember that once you are on VM cable there is no way out other than having your BT line reconnected at cost.

Widelats

I don't have a BT line, thats why i'm going to VM, i don't want hidden charges to do with BT from Plusnet like activation and rental and all the rest, i would rather pay extra per month to VM on cable than have potential headaches if i decide to cancel.

macman

Just bear in mind that VM telephony is the most expensive around.

Trinitrotoluene

Obviously you have had some problems with Plusnet but with all due respect you sound absolutely insane.

I don't work for a Broadband Provider but I do work for an IT service provider and I think you are being incredibly unfair on plusnet.

Firstly you had a billing issue and assuming what you had written was true that is a fair enough complaint.

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)

This is where you start to go downhill; how paranoid are you!? There is no way that Plusnet care or are unprofessional enough to actually sabotage your connection speed just to get back at you. The issues your are describing there are synonymous with either

a) A problem with the onsite equipment (Router/Filter/Internal lines) - Do you have anything attached to the ADSL number other than internet? Like a fax for example? Was the router supplied by plusnet? Did you try a new filter? Did you plug into the BT Master Socket?

b) A problem with on your physical copper line to the green cab and subsequently to the exchange

c) A problem with the equipment at the exchange

So a PSTN engineer was dispatched to repair a none existent fault

Obviously there is a fault because you have experienced a rapid decline in speed.

no fault was found (Well not any that would effect my BB service)

The way you have written this suggests that a fault WAS found. What was it?

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

You have stated that is was syncing so it was actually working? (just at a slow speed)

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.

If you pay your line rental to BT and not plusnet and they were moving you to 21cn (ADSL2+) then this is a problem with BT Openreach and not plusnet.

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.

Once again this is a problem with BT Openreach and not Plusnet who (unless they are LLU and have equipment in the exchange) can not just walk into the exchange and fix things. This is down to BT Openreach who maintain the core phone network.

You then rant about the enhanced care option - why? You obviously don't understand what it is. I can only assume your internet connection is not that important to you if you refuse to pay £8.50 additional. The enhanced care gives you elevated service from BT Wholesale (including getting an engineer out on bank holidays). This is an additional cost for any ISP so they need to charge the customer for it.

Your rant then degenerated into, quite frankly a personal attack against individuals and libelous attacks against Plusnet. You are indeed a nightmare customer.

2gorgeousgirls

I've been with plusnet for over 5 years and have never had any problems. Have phoned a few times to ask about changing package, changing to wi-fi etc and have always found them very helpful and efficient.

No company is 100% perfect and there will always be some customers who will have problems. However, if you rant at their CS reps the way you have ranted on here then you are really not doing yourself any favours. Ranting will just put their backs up and they will not want to fo out of their way to resolve your problems

My mother always told me to speak to others as I would wish them to speak to me.

Widelats

macman wrote: »

Just bear in mind that VM telephony is the most expensive around.

Dude hasn't phoned me back, i may try another provider. Someone who does cable.

macman

If 'Dude' is VM, then you're going to be disappointed. No one else does cable-VM are the only provider.