Just switched to Plusnet and want to switch back!

Melancholie

We switched to Plusnet 3 weeks ago and have had nothing but problems since. The line is unstable and the tools my partner needs to work (he works from home) are not usable - he's getting complaints from customers about his VoIP call quality, for example, and had to abandon support of one customer today as it was so bad. We paid the year line rental up front. Does anyone know if we can cancel and get that money back? We never had any issues with Sky and wish we'd never switched!

Thanks in advance

brewerdave

Have you reported the faults to Plusnet? If you are on a standard home users contract and are carrying out business activities then there is an element of risk as there aren't any SLAs with domestic phone/broadband contracts.
Finally, no ,don't think you'll get any of your advance line rental returned unless the fault cannot be cured.

Melancholie

Yes, we've had 3 support tickets raised in the 3 weeks and Plusnet now want to send an engineer out. Waste of time as there were no issues until the minute it switched from Sky to PN.

He doesn't run a business. He works from home. I told them this before we signed up as I needed to know there would be no interruption to service. They promised we wouldn't even notice the switch. What actually happened was the broadband and phone line were both down for over 10 hours and when they finally turned it on, using the phone killed the internet connection. Now we're seeing slow, unreliable service and massive packet loss. This service is not fit for purpose - it's no good even for just browsing, even if partner's job wasn't the major issue.

JJ_Egan

Likewise for me Open reach turn up reset line at exchange . One hour later speed gone west .
Since then two Open reach appointments no show . |Ticket not replied to after five days .
I am about to award Plus Net the Talk Talk CS award for poor service .


jje

macman

If you won't agree to an OR engineer visit to solve the issue then you won't be allowed to leave without paying the full ETC due. You have to allow them the opportunity to fix the problem, which is what they're trying to do.
But I'm baffled as to why you would switch Sky unlimited LLU to a resold BT Wholeale service)?

brewerdave

If you were formerly with Sky LLU then a certain amount of work has been carried out in the exchange by Open Retch to change you over to PN.Sounds like the BTO "engineer" cocked something up on the changeovers.

duchy

Melancholie wrote: »

Yes, we've had 3 support tickets raised in the 3 weeks and Plusnet now want to send an engineer out. Waste of time as there were no issues until the minute it switched from Sky to PN.

He doesn't run a business. He works from home. I told them this before we signed up as I needed to know there would be no interruption to service. They promised we wouldn't even notice the switch. What actually happened was the broadband and phone line were both down for over 10 hours and when they finally turned it on, using the phone killed the internet connection. Now we're seeing slow, unreliable service and massive packet loss. This service is not fit for purpose - it's no good even for just browsing, even if partner's job wasn't the major issue.

If you are refusing an engineer you are just plain daft and won't have a leg to stand on if you want to cancel. You need to allow them to attempt to fix it first -if they can't then you can cancel. If your partner works from home -it's not like you have to take holiday for an engineer appointment anyway - so why the refusual ?

Your assumption that because it worked on Sky but not on Plusnet means it isn't an OR engineer issue is mistaken - changes are made when you move provider -it's isn't "the same line" in the sense you are assuming.

Let them book you an LL14 engineer and get on with it. (an LL14 engineer is an OR Broadband engineer not a standard OR line engineer btw)

As a matter of interest if Sky were so good......why did you move in the first place ? Like Macman -I can't see any reason to do so.

mattyprice4004

So it's broken, and you won't let them fix it? Of course they'll let you cancel! Not.

Just let them fix the damn thing.

Plusnet_company_representative

Hi Melancholie,

I'm sorry you're not happy with the request for the engineer, but it'll be a much slower business handling the fault without it.

I'll keep this brief as it'd be easier for us to continue the investigation on our community forums if that's alright, rather than on here or thinkbroadband.

Regards,

Matt Taylor
Customer Support

buglawton

Just received the price rise Email. This is on my mother's very low usage broadband that is used mainly by visitors as she does not used computers.

Was: £6
Will be: £8.50
a 25% price increase!

Needless to say, there are loads of bait deals with x months at half price, all bundled with line rental now on offer on the Plusnet home page. But not to existing Plusnet users.

Problem is, she has a good unlimited calls deal with BT, has paid upfront for BT rental.
Is this the end of that good'n'cheap'n'simple Plusnet we used to know?

Can anyone recommend who I should move her to? Is there ANY ISP out there that does not do ridiculous price hikes once it's got its user base signed up?

macman

If she's out of minimum term, call them up, ask for your MAC and then cut a retention deal. No one needs to pay the rack rate these days.