Disastrous Experience with PLUSNET = BEWARE!

RandolphR

Jack Spratt - This is exactly waht I mean about self congratulation - and also trying to make out that the customer is an imbecilr.


1. Customer often phone the ISP to discuss the product/services - which is what I did is and signed up.

2. I was told that the Plusnet router msut be purchased.£4.99pm

3. I do not use the internet overnight.

4. Call up service? - You try it - waits of 12 mins, 32, 14, 24, etc...

4. World Support Customer Service??? Thats exactly the same as that 'The Apprentice' candidates are the 'best of british'


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 .

• Tell your friends about us - we'll pay you every month for each one that stays a customer.

Indeed I will!

jack_spratt_2

I think the headline of your post was a bit over the top Disastrous Experience with PLUSNET = BEWARE! I am sure plusnet have many happy customers and feature in the Isp awards on a regular basis .If you are not happy you can move isps but I feel your problems were self inflicted maybe through not having a secured network which is the customer's responsibility and not understanding that the router was included .

Hope you will find an ISP who meets your requirements soon but suggest you research them fully so you know what you are getting for your monthly payment !

Hammyman

RandolphR wrote: »

2. I was told that the Plusnet router msut be purchased.£4.99pm

No you weren't. You were told you needed one compatible with Plusnet as you said earlier. That does not mean you need to buy the Plusnet one.

3. I do not use the internet overnight.

If you leave your wifi unsecured, anyone can use it and the ISP has no way of telling who is.

4. Call up service? - You try it - waits of 12 mins, 32, 14, 24, etc...

I have. I was with Plusnet for 4 years. I have had a long wait but when there's been a major problem and they've been very busy.

Regarding the router it states very clearly on the website this is included!

No, get it right. You have the OPTION of either taking the Plusnet router or not and you only get offered it if you sign up for 12 months. You do not HAVE to take it. From the FAQ linked from their front page:

2. Can I use the modem/router I already have?
Standard broadband
We strongly advise taking one of the routers we supply, unless you're an experienced Internet user.
When you signup for Plusnet broadband you can choose a 1-port wired or 4-port wireless router if you want to. (P&P £4.99 - see our contract options for full details.)
If you've already got a modem or router from another broadband service then this might work with Plusnet broadband - but check first. Some broadband providers lock their routers so you can't use them with another provider's service. If you're unsure about your own hardware you should check with your current broadband provider.

mickflynn39

I've just switched to Plusnet on 22nd July from TalkTalk. I had one or two teething problems setting things up but found their customer services to be very helpful and friendly. I think if you do your research properly and check exactly what you want with what they are offering you should have a problem free relationship with the company. One big bonus with the company is that their staff are all based under one roof in a call centre in Sheffield. Nothing against workers in Indian call centres but I find it much easier to deal with people whose native language is English. Even better for me as a fellow Yorkshire man I find communications could not be better.

RandolphR

Hammyman - yours generally typifies the attitude I have encountered when requesting help from plusnet. I 'll pass your email on to them and ask if this is how they do businessand if if it is the geneneral attitude of their employees

Quote:
Originally Posted by RandolphR
2. I was told that the Plusnet router msut be purchased.£4.99pm

No you weren't. You were told you needed one compatible with Plusnet as you said earlier. That does not mean you need to buy the Plusnet one.

Quote:
How do you know I wasn't - you weren't party to the telephone conversation
3. I do not use the internet overnight.
If you leave your wifi unsecured, anyone can use it and the ISP has no way of telling who is.

Quote:

The router was set up on the direction of Plusnet over the telephone after listening to advice and following and telling them what message I was getting. Within a few days
4. Call up service? - You try it - waits of 12 mins, 32, 14, 24, etc...
I have. I was with Plusnet for 4 years. I have had a long wait but when there's been a major problem and they've been very busy.


I have been with them less than a month (have cancelled contract now) There has been nothing but problems- as a customer I expect a standard of service and product at least somewhere what it say on the brochures - As a customer I am dismayed as well as disappointed.
Quote:
Regarding the router it states very clearly on the website this is included!
No, get it right. You have the OPTION of either taking the Plusnet router or not and you only get offered it if you sign up for 12 months. You do not HAVE to take it. From the FAQ linked from their front page:

You get it right The product was sold to me with assurance on product standards and levels of service. I accepted the assurance and signed - when I found that it was causing me concern I contacted Plusnet and it was dismissed

2. Can I use the modem/router I already have?
Standard broadband
We strongly advise taking one of the routers we supply, unless you're an experienced Internet user.
When you signup for Plusnet broadband you can choose a 1-port wired or 4-port wireless router if you want to. (P&P £4.99 - see our contract options for full details.)
If you've already got a modem or router from another broadband service then this might work with Plusnet broadband - but check first. Some broadband providers lock their routers so you can't use them with another provider's service. If you're unsure about your own hardware you should check with your current broadband provider.
I signed up by telephone and the product was described - I was only asked if I had a router -- after the 5th top -up call was this further investigated by the plusnet operator and identified as the problem.

Prior to that the responses that I had were the manner of hammyman -



Hammyman.

jack_spratt_2

Being a computer user you have to take some responsibility yourself for what happens on your PC . Did you ever think to check if your network was secure or what your usage was (I still do it after 3 years of router set up as updates can throw setting out but that is Microsoft's fault of course not mine according to your logic) . If you get an email asking you to click on on link do you just do it and then get a virus then blame your email provider for not putting in the spam box or maybe you do not check your Virus database has been updated and then blame your virus software company for not updating it for you when the computer was turned off .

With anything in life if it effects you it is your responsibility .

I just hope you do not own a Sat nav

kwikbreaks

The problem here as I see it is that you appear to have learned nothing from this experience.

I suggested right back in the first reply that you had left the WiFi unsecured and you said I was wrong. At no point have you actually said that this was indeed the problem so I get the impression that you are still unclear what it was. You seem to think that it is the job of the ISP to teach you how to use your computer and the internet (or at least you are complaining because they didn't).

I'd advise that your first learning task should be how to restore your computer to a working state after the inevitable virus problem. You should also steer well clear of any financial transactions on the internet and not store any personal data either on your machine or online.

As you have already found the world is full of people only too willing to exploit the unwary - that's the friendly neighbour who ran you up a big bill downloading undoubtedly dodgy material on your connection not the ISP.

You need to learn rather than blame others for your mistakes. There is no shame in ignorance. Had you asked for advice rather than posting a rant blaming one of the better ISPs for your own error you'd have received a far different set of responses.

RandolphR

kwikbreaks
The problem is as I see it is that you are sitting like a vulture on a post trying to feed off others misfortune.

You have no knowledge of the actual facts but are ready to pounce with your judgements.
You have no value to this discussion which now has been reolved.

cajef

You posted on this forum complaining and blaming an ISP for the problems you have had, reading through this thread it appears that anyone that has tried to help and explain that it is possible that you may have not helped yourself is abused.

This is an open forum anyone can post what they like within reason, just because it is not what you want to hear does not give you the right to start abusing and ranting at people that were initially trying to help, as others have stated Plusnet have a reasonable reputation which can be confirmed by a simple search of these forums, there will always be the occasional dissatisfied customer but that is life and if you cannot accept that then that is your problem.

espresso

I'm sure that most readers of this thread will actually feel full sympathy for any ISP who has to deal with such a pathetic ignoramus.
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