Disastrous Experience with PLUSNET = BEWARE!

RandolphR

Sorted - At last had a call from Plusnet - I have cancelled my account and they will investigate.
I 'suspect' that the intense interest shown by some posters is none other than the work of people annoyed at the standards of their work at Plusnet (hammyman)being exposed. Certainly the tone and the ma:T:Tnner fits with my experience and have advised Plusnet that a couple of their cowboys are acting as spokesmen on the MMT pages

kwikbreaks

I think Hammyman runs a PC repair business. He certainly doesn't work for Plusnet.

I am an IT contractor and my broadband supplier is Virgin Media (cable).

Good luck with your new ISP. I, and I'm pretty sure others, sincerely hope you never need to post here again.

Plusnet_company_representative

Hi there,

Hammyman isn't an employee of ours, any company representatives on these forums need to post under the name of a company rep (as we're doing).

I'm glad you were able to get through and glad to hear it's getting sorted.

TinkleToes

I have just called Plusnet to end my service with them 'Home phone & Broadband' they charged me £90.00 exit fees! I've been with them since 2007 & had one house move! I decided it was time to leave when they put their 'off-peak' call charge hours from 6pm to 8pm! I don't make any calls after 8 so was of no use to me. Anyway O2 have some great deals now with great reviews too - over 12 months it actually works out cheaper than Plusnet with the cashback - so long Plusnet - never again!

RandolphR wrote: »

I signed up to Plusnet after seeing it on MMT. What followed was an absolute disaster which resulted in my bills trebling (£25.00 top ups in less than 3 weeks) and speeds of internet back to the stone age.

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. I then paid £50.00 for a router from PC world and got back onto PLUSNET about setting up. The operator guided me through the set up incuding linking me to an unsecured line.
I questioned the repeated top -up bills and was told that it was all down to my usage (which had not changed). Repeated telephone calls and lengthy waits listening to garbage musac - only to be told the same thing.
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.
So after less than a month of a nightmare experience with PLUSNET my internet/phone bill has trebled. It has the slowest speed I can ever recall on using and for the 4 days I have no internet service at all.

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

AdamBrunt

RandolphR wrote: »

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.

Sounds to me like kwikbreaks identified the problem straight away - and it has nothing to do with Plusnet.

From your posts (and mentions of "why is the yellow cable still connected") it sounds exactly like you had the router setup as an unencrypted WiFi access point. No ISP is obliged to tell a customer how to set WiFi up as it is not the 'factory default' so to speak for the router.

As others have said, all your issues sound self-inflicted - 95% of routers work fine with Plus.net's service, it's the user's responsibility to secure their network, etc,etc - and IMHO Plus.net have been more than helpful in their responses.

jack_spratt_2

TinkleToes

Yes o2 have got some good deals on at the moment and I do not blame you for shopping around that is what this website is about but I am slightly confused your comment I've been with them since 2007 & had one house move! sounds like a satisfied customer to me so your remark so long Plusnet - never again! seems strange.

Maybe you had taken a years contract out hence the £90 exit fees were for the remainder of the contract period .

The off peak calls times are unless you have been informed differently and that they are changing

Evening & weekend calls: Means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 made Monday-Friday 19:00 pm -07:00 am and any time Saturday or Sunday.

You seem to be under the impression plusnet off peak times are between 6pm to 8pm which is not the case

maveli

jack_spratt wrote: »

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 .

+1. Very good customer service

RandolphR

Very surprised at the intense interest of some of the posters.
I accept that the person naming themselves as Plusnet rep. responds in good faith and in the proper manner. Thank You.
There used to be a saying 'The customer is always right' but they seem to be in a world of take it or leave it and still pay. Its the old 2nd hand car salesman ethos.

It wouldn't take Einstein to work out the following
Equation
Internet/phone package bill + £45.00 per month
Customer changes provider for better price and services = Customer gets worse deal + and first month contract/charges works out at £150.00. = Disatisfied customer.
Customer makes concerns known 10 + X telephone calls = No proper response = Disatisfied customer X 2
Customer cancels account = 1 x disatisfied customer + 100 people put off giving custom to ISP

jack_spratt_2

RandolphR

Equation

Customer signs up to an ISP without reading the terms and conditions .

Customer decided he did not want to take the free router provided by the ISP.

Customer does not check his usage

Customer does not check his network is a secure one

The result which ever way you wish to dress it up is a unhappy customer caused by his inability to understand the basics of a PC and just to point out you are not buying a 2nd hand car .

Why you consider everyone who disagrees with you works for plusnet I just do not know if you had a complaint that was justified I would be the first to back you up in your complaint

victor2

RandolphR wrote: »

Customer cancels account = 1 x disatisfied customer + 100 people put off giving custom to ISP

I doubt if your rant on here has put 100 people off Plusnet. More likely they are grateful they don't work for their customer service department.