Plusnet - Dishonest Yorkshire broadband?

TDVF10

Plusnet are not on my Christmas card list!

I also paid 12 months upfront for Linerental. 2 missed Openreach visits, countless phone calls! I wouldn't mind to much but its always me showing the initiative, complained asked for compo nope! just patronising false empathy.

NonGeographicalMan

Plusnet company rep types posting here won't support for me saying it (they always toe the official company line) but I reckon the original poster was not quick enough to escalate this kind of complaint to the Plusnet, CEO, Jamie Ford as listed at www ceo dot email dot com

A customer like the OP is capable of doing an ISP a significant amount of collateral damage by posting negatively on the ISP's own forums or other forums (eg thinkbroadband) about such unhappy experiences. And as long as a customer remains captive against their will with an ISP (and/or related phone provider) at a price they are not happy to pay they are going to continue to be motivated to make such negative comments.

If an ISP waives the existing contractual restriction and lets them leave to go elsewhere straight away if they have become this unhapy it is generally far better for all concerned.

You might not think this is the case but Be Unlimited made me as mad as hell and motivated to post in internet forums etc as long as they made it so hard to work out how to get a MAC and go elsewhere (since they are unfortunately committed to only providing snail speed fixed line broadband and not offering fibre products thanks to Spanish parent Telefonica treating the UK as an unimportant fixed landline backwater). As soon as their CEO intervened and got the MAC provided straight away and waived all the nonsense with Express Cancellation Charges for using your MAC before it has expired (since in effect Be Unlimited has an outward migration process designed to land you with penalty termination charges if you behave the way most customers will once they have a MAC code by using it ASAP) I lost the motivation to start making those negative posts about the company in online web discussion forums.

I am sure that Plusnet would be well advised to let the OP leave them without penalty for the same reasons.

Fortyfoot

When I joined Plusnet I had my own router and was told that there would be no charges if I left!

WRONG!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Charged me £60 and placed recovery with a debt recovery firm.

I will not use or recommend them to any one.

The service was good at first, then all I got was an intermittent service which they could not sort out, so I left.

What was very clear was that their staff did not know what their colleagues had said to me before. Give me a call center in India any time!

I am with TalkTalk now, they supplied me with a new router last week when mine failed.

That's good service.

Fortyfoot

msd.

Yeah they're terrible. I wouldn't be as annoyed as there's little suprise when big companies provide bad service these days...but I think it's just their misuse of the Yorkshire people's reputation that annoys me!

Sorry for the lack of updates, thought this had died a death. No they hadn't overcharged (or charged twice) me for line rental.
What had happened was my original agreement was £11.49 with a usage cap, when I noticed no opther provider had caps I asked for it to be removed they said no problem "the cap has now been removed from your account"
I continued to pay £11.49 a month for my broadband package for a further 11months until I got stung with the bigger bill.

Behind the scenes it turned out the advisor I spoke to who 'removed the cap' from my account actually transferred me to their 'unlimited package' which was priced at £24ish at the time but discounted it down to £11.49 so I never noticed the change...but that discount expired after a year and made my bill soar to twenty something pounds (which I'd never paid or agreed to - and none of this was done up front or with clarity).

msd.

Not impressed with their gormless teenager customer service advisors either; lots of over use of "therefore" and "yourself" (when "you" would have sufficed/been grammatically correct) to appear more intelligent/professional. It's extremely patronising when someone says "discounts expire after 12 months and 12 months has passed therefore your discount has expired therefore we will not be refunding yourself any money".

The constant response to my complaint was "ah, it's just a simple case of your discount expiring" and they wouldn't accept that's not an acceptable defence when they never told the customer they'd switched them to an overpriced package without telling them and then 'discounted' it to the same rate they signed up to.
I even demonstrated it by getting them to look at the price I paid when I joined (for a year) then the price I paid for the 11months prior to price hike (same price) and then price hike.

msd.

/photo/a/12846919/640/12846919.png

if you put picturepush.com infront of the above and put it into your address bar you'll see an annoying view of the plusnet account management page!

Basil1234

so if that upset for mis selling take them to small claims court then actually do something! moaning so far has got you no where! did you bother raising a ticket then given it to plusnet rep here on post 9 as asked because coming back and just repeating same carp which you did 8 weeks ago! seems to me some one who has not bothered to anything and really isn't that fussed after all.
yes it happens but deal with it you asked someone to remove the limit they took you at your word and did a sly one putting you on a new package and discounted you so you wouldn't notice but i can honestly say i do not know of one provider who can remove a broadband limit on a limited package to start with to think this can happen at best is naive!
the question you need to ask yourself do you need unlimited?
i would suggest you start talking with the rep that posted on here and go from there, yes how it has been done is very poor practice perhaps he can help but as it seems at the moment you haven't spoke with him reading this thread.
then when you have an issue with his result getting no where then its small claims court time and tell everyone his/companies lack of resolve then you would receive more notice and sympathy from other forum users!
basil :beer:

Robisere

I have had a problem with PN, but it was courteously and completely explained to me and I was able to accept that. I raised a Ticket in the Member Centre and used the procedure the website has in place, to investigate the problem and request a solution.

I had taken out a 12 month Line rental, making a considerable saving by doing so. You, OP, do not mention that. I pay for my BB and phone by DD, you do not say how you pay, but if you just pay monthly by another means, that costs more. I also take my bills paperless via Email and print them out myself, which saves more.

If you accepted an Unlimited service, did it not occur to you that this would be more expensive? - No, because by your own admission, you did not read the T&C's when initially signing up . If you had read through them, or at your first sight of the website, had looked at and digested the information about the different deals available, you would have all the information necessary to make an informed decision. Instead, you continue to post half-baked opinions about your perceived treatment on this forum, over and over again.

Did you accept the invitation to contact Matt Taylor, the PN company rep here? Of course not, but off you go with your uninformed diatribe. I wonder what you have to complain about, when you eventually leave Plusnet and take another ISP?

And exactly WHAT is annoying about the account management page? I think you should change your avatar to Mr Angry.

msd.

Basil thanks, pming them this evening.


Robisere - admittedly I only skimmed your post as it looked critical for the sake and unhelpful, apologies if that's incorrect I'm ridiculously busy at the mo!
If you read my posts I was never told I was being transferred to an unlimited package, I was told my existing package would have its limit removed to compete with other products on the market at that time (sky, talktalk etc.) as I was paying over the odds.

eljmayes

TDVF10 wrote: »

Plusnet are not on my Christmas card list!

I also paid 12 months upfront for Linerental. 2 missed Openreach visits, countless phone calls! I wouldn't mind to much but its always me showing the initiative, complained asked for compo nope! just patronising false empathy.

Have to agree with this- had an issue with my broadband for nine days earlier this year that could have been easily resolved by resetting the line but Plusnet refused to do this until the BT engineer had been.

No compensation and little sympathy from the company who seem to be more bothered about their customer service trophies than actually providing customer service.

That said, their broadband is cheap typically.