plusnet and poor service

martinthebandit

Anyone got any contact details for plusnet that gets you through to someone who doesn't just read a script from his/her pc screen.

I have a close relation who lives in specialist accommodation and who has broadband and phone provided by plusnet.

She recently moved rooms and my wife (who acts as a deputy) contacted plusnet to get the phone line moved to her new room.


Eventually we got an appointment made for the work to be done and were asked to ensure that their contractors (BT) could gain access, as the accomodation generally has at least 7 staff members there this was not a problem.

The day of the appointment arrived and the contractor rang my wife to ask if he could do the work in the morning, we agreed and assumed the work was being done.

The next day we received a text message to say that the contractor had been unable to gain access and we would have to make, and pay for another appointment.

On contacting the accomodation we found that the engineer had gained access to the residential home but to do the work he needed to gain access to an adjacent property, not under ours or the residential homes control. While a staff member was trying to arrange this the contractor left.

Plusnet are now telling us that we need to arrange for access to this other property ourselves as well as to the residential home and we need to pay another £49.99.

The engineer needs to get onto the other property to access a BT cabinet or telegraph pole (I am not sure which) surely this cabinet is BT's or plusnet property and why should we have to organise access? After all we did not put the bloody thing there.

Thanks for reading and I welcome any advice.

renegade

martinthebandit wrote: »

Anyone got any contact details for plusnet that gets you through to someone who doesn't just read a script from his/her pc screen.

I have a close relation who lives in specialist accommodation and who has broadband and phone provided by plusnet.

She recently moved rooms and my wife (who acts as a deputy) contacted plusnet to get the phone line moved to her new room.


Eventually we got an appointment made for the work to be done and were asked to ensure that their contractors (BT) could gain access, as the accomodation generally has at least 7 staff members there this was not a problem.

The day of the appointment arrived and the contractor rang my wife to ask if he could do the work in the morning, we agreed and assumed the work was being done.

The next day we received a text message to say that the contractor had been unable to gain access and we would have to make, and pay for another appointment.

On contacting the accomodation we found that the engineer had gained access to the residential home but to do the work he needed to gain access to an adjacent property, not under ours or the residential homes control. While a staff member was trying to arrange this the contractor left.

Plusnet are now telling us that we need to arrange for access to this other property ourselves as well as to the residential home and we need to pay another £49.99.

The engineer needs to get onto the other property to access a BT cabinet or telegraph pole (I am not sure which) surely this cabinet is BT's or plusnet property and why should we have to organise access? After all we did not put the bloody thing there.

Thanks for reading and I welcome any advice.

I understand you can contact them on line via their web site.

martinthebandit

renegade wrote: »

I understand you can contact them on line via their web site.

Been there, done that, still waiting for a reply.

The website did say that currently the wait for replies was 8 hours 14 minutes and 44 seconds (I kid you not) unfortunately they didn't say which 8 hours 14 etc as its been 3 days now and still no reply.

Think its time we went elsewhere.

Plusnet_company_representative

Hi martinthebandit,

Really sorry to hear that. Is there any chance you could post the ticket ID so I can take a look into what's happened and see if we can sort it out for you?

Mike_Rushworth

Our company uses Plusnet exclusively for all our ADSL and Hosting services.In the past (just 12 months ago) we couldn’t praise PlusNet enough, the SupportStaff were first rate, helpful and knowledgeable. Unfortunately, as the companygrows the service has become terrible. We are now looking for alternativesuppliers.

The Technical Support Staff clearly follow prompt cards and as a IT Pro, ifyou ask Technical questions, they are obviously out of their depth. Whenever wearrange name server updates, domain transfer, or report ADSL connectionproblems this causes major problems. You cannot get escalated to someone whoknows what they are talking about. There is no senior support staff on over theweekends and bank holidays, which is amazing seeing they advertise BusinessPackages. Hasn’t anyone told them some businesses work 24/7. We have haddiscussions with senior managers as we have about 150 Plusnet accounts and evenwe can’t get anything done, so as a lone user we feel for you. This is such a shame but I’m told this isbecause BT has bought the company or are major shareholders and we all knowwhat that means.

We are trying to arrange a meeting with the management team in a last ditchattempt to sort the problems, but I’m not hopeful we will achieve anything.Will keep you posted.

JohalaReewi

renegade wrote: »

I understand you can contact them on line via their web site.

They have 2 websites for reporting problems!

The one on the main website (a web version of telephone support), and the community forum, where the back room techs hang out.
http://community.plus.net/forum/index.php

If you get nowhere with main support, it's worth asking on the community forum.

artuksa

Appalling company, I used them when they were called force 9, it is the only isp I gladly paid a £50 penalty to leave before my contract ended. Broadband download speeds slower than dial up, no service, even the email response to a query was a pre-printed answer that had nothing to do with the problem. When I finally paid to leave they cut off my broadband the same day even though I had 4 weeks left and refused to reconnect. They did refund the 4 weeks money and 'compensated' me by giving me 'free' dial up until the end of the contract, but I couldn't get another isp for 2 months as they stopped the line from being transferred.

billsavings

artuksa wrote: »

Appalling company, I used them when they were called force 9, it is the only isp I gladly paid a £50 penalty to leave before my contract ended. Broadband download speeds slower than dial up, no service, even the email response to a query was a pre-printed answer that had nothing to do with the problem. When I finally paid to leave they cut off my broadband the same day even though I had 4 weeks left and refused to reconnect. They did refund the 4 weeks money and 'compensated' me by giving me 'free' dial up until the end of the contract, but I couldn't get another isp for 2 months as they stopped the line from being transferred.

Hardly myself and many other,s use them and get excellent service.
Guess you have grudge against them first time poster digging up old threads.

artuksa

Just stating facts, that was my experience and from what I read it hasn't changed much. I have a friend still on force9 and never had a problem. To me what seperates good and bad companies is what happens when things go wrong and that is where they fall down, if you think disconnecting a customer a month early because they have decided to leave you then refusing to reconnect them is good then clearly we have a different idea as to what good service is.

Phones4Chris

When things go wrong, Plusnet always bend over backwards to try and correct matters artuksa, I suspect you didn't manage to contact the right people. Their service is excellent.
And why are you raking up such an old thread? You clearly have a grudge especially as you haven't elaborated on the detail and haven't got a clue what things are currently like.

artuksa

Sorry, I thought the reason we have such forums was to let people know our experience of certain companies to help them make considered decisions.
As I say, I have a friend who has been with them for years and never had a problem.

If you can justify a company taking a £50 cancellation fee from a customer then terminating their service with a month to go and refusing to reconnect them please do so. I fulfilled my contract, I didn't argue about paying as I wanted to break a contract but I do expect a company who took my money to do the same.