Disastrous Experience with PLUSNET = BEWARE!

Hammyman

RandolphR wrote: »

When I signed up I was asked if I had a router ( but not the specific router needed) which resulted in 30 hour loss of internet on changeover date from previous provider. Eventually told that I must have PLUSNET router.

You do not need a Plusnet router however you do need one where you can enter login details so a Sky one, a BT Homehub , Orangebox or any other of the locked down ones are no good.

5 Days ago finally the PLUSNET operator discovered the line was unsecured and that 'I' would have to pay the cost as it was my equipment.

What they actually meant is that you'd not put a password on your wifi so someone else has been using it. And if you used WEP instead of WPA or WPA2, you might as well not have bothered as WEP can be cracked in 30 seconds. Unfortunately, that is YOUR responsibility and you are responsible for the cost.

Phone calls to PLUSNET result " We have a 15- 25 minute waiting response to calls..." which adds further to my escalation bill.
I have got through to cancel today and was told I must pay for the absolute shambolic product and even worse services.

BEWARE PLUSNET

Sorry but TBH virtually everything you've suffered has been self inflicted.

beachie

kwikbreaks wrote: »

Maybe it was on dialup???? That would tie in with the bit about the phone line being connected to the PC and the slow speeds.

I think he is talking about a WIRED connection as opposed to a wireless connection.

When you get the router you have to connect via a wired connection because normally the wireless is not enabled or setup securely or it is easier to configure the wireless.

It is not an issue having the yellow cable attached the computer - before wireless this is how all computers connected and I still use it on my laptop as it is quite a bit quicker and I sit near the router at my desk.

I think everything the original poster has said could have been avoided if he had read the instructions carefully.

beachie

Also, when he says he couldn't access the Internet on changeover day did you realise you would need to login to the router to change the settings on your router from the old ISP connection settings to the new one?

From you comments it looks like you just expected it to work, but the reason it did not is because your router was probably trying to login to your old ISP!

RandolphR

1. I was asked if I had a router (I said Yes) it was from my previous ISP and was a Siemens router less than 2 year old.

2. After being unable to connect on the date - I phoned PLusnet and was advised that I must have a compatible Plusnet router.

3. After buying the router I phoned up and asked for technical help to guide me through set up and connections.

4. I followed the Plusnet tech support instructions which led to connection being (unsecured).


One might think from reading replies that it is too much to expect that if a new customer phones up after a week to express concerns about the internet performance and also the £5 top-up they are swiftly dismissed with 'its down to your usage' - Perhaps this attitude may occur once - but after 4 top ups and numerous telephone calls - to be told the same thing.
A decent service provider may well have looked deeper into the customer concerns about the charges at an earlier stage - and investigated the issue - especially after they had made the complaints known and reached the root cause of the problem and resolved it.

Plusnet_company_representative

Hi RandolphR,

With regard to point 2, were you advised that you had to have a Plusnet router or was it that we were unable to support setup for a router that we hadn't supplied? If the latter then that's incorrect (as you found when you called up to get the new router configured).

I'd be very grateful if you could advise of a ticket ID - I'd ask for a username but unfortunately company reps can't receive PMs and it's best not posted in a publicly viewable forum. I'm not sure why you weren't advised regarding the wireless connection (though the yellow cable you mention is most likely for the ethernet connection between the router and the PC) but I'm sure if I was able to access your account I'd be able to shed some light on what happened there.

Unfortunately though as others have stated on here it's the owner's responsibility to secure the network as any use of their connection is likewise their responsibility. I'm sorry in this case that it led to extra charges.

I'd also be happy to investigate the final fee you mention and ensure that that is all justified and correct, as you state that you didn't order a router from us the final fee would usually be the £25 cessation charge (assuming you're not migrating to a different provider), the £20 connection charge if this wasn't paid when you ordered the connection and the fees for the 30 day notice period.

Would you be willing to advise of some means whereby I can identify your account, please?

jack_spratt_2

I have been with Plusnet for about 3 years now and they are probably the best ISP I have had which includes Newnet and F2S when they were a good company .
They offer a fair product at a fair price .

RandolphR

Thank you for your reply -Plusnet representative
I can well do without the exchanges with other flippant commentators

1. When I signed up I was simply asked "Do you have a router"
to which I answered "Yes" assuming 'a' router - I have no knowledge of specific requirements.I was not asked the specific question beyond that.

2. I was told they could send me a router which I would be charged for but as it was Saturday - I decided to go out to PC world and buy one.

3. On my return I phone Plusnet and told that I had the new router and its type etc (Belkin) - I was guided through the process following the instructions from the Plusnet operator till I gained internet access.

4. After reaching the 'final straw' total of £25.00 in tops ups (notified by email) I telephoned yet again to voice my frustration and was basically told that to leave at that moment the charges would amount to £80.00.


The point of my complaint is that the concern should have been recognised at the early stage instead of being told 'it's your usage'. the amount of usage was extraordinary - so that should have raised a question as a customer I had said that I was not making any extra usage from normal. (Perhaps a tech operator should have been directed to check the line and find out what was causing theses charges).

The other point is I signed up for a product/service to which I found I was totally disatisfied and therefore entitled to cancel (I shall check with a consumer rights group) and therefore had no desire to continue.

The frustration of
(a)Not being able to access the service I had purchased
(b) Getting connected and finding the new product/service was of inferior performance to that of my previour provider
(c) Seeing the expense of this new service exceeding whatever I could have expected
(d) Spending hours (yes hours) on multiple telephone calls only to be told that its down to your own usage -

doesn't make for a satisfied customer.

victor2

Plusnet_company_representative wrote: »

Would you be willing to advise of some means whereby I can identify your account, please?

Sounds like an offer to help to me.

jack_spratt_2

Regarding the router it states very clearly on the website this is included! I think your problem is which I understand as people live very busy lives was your lack of research into the the plus net offer .
I do not think they can make it much clearer on there website and fully explain there traffic management policy and have a helpful forum of members who will help out if they can .

• See what's included with your package
• Unlimited overnight usage
  
  Do as much as you like between midnight and 8am without eating into your monthly allowance.
• Wireless router included
  
  We'll supply an easy setup wireless router worth £40 (P&P £4.99) when you sign up for 12 months.
• Yorkshire call centre 24/7
  
  Call our award-winning support team anytime of the day or night, we're always here to help.
• Monthly discounts
  
  Tell your friends about us - we'll pay you every month for each one that stays a customer.

Hammyman

RandolphR wrote: »

4. I followed the Plusnet tech support instructions which led to connection being (unsecured).

If you do not secure your wifi connection and others use it, you are liable for the cost. Doesn't matter who your ISP is. The ISP has no way of knowing who has used the data other than it has been transferred via a specific router connected to a specific phone line linked to a specific account.