Plusnet broadband top pick, we want your feedback

molerat

£50 Amazon voucher e-mail came today, one week after start of new contract

fluffyowl

I was with plusnet for a year and they hiked my fees so I agreed to pay for a year upfront. I was happy with the internet speed as I only really use it for basic things. Since then I have had virtually no internet speed. When I try to do a speed test...I can't because it's not fast enough to connect! I regularly have to send emails and check my bank via the 3G on my phone. Just about to sit in a 45 min call waiting queue for their 'top'?! customer service for the 6th time to try and get my money back before moving to another company, probably BT (who own plusnet and my line?!).

molerat

fluffyowl wrote: »

I was with plusnet for a year and they hiked my fees so I agreed to pay for a year upfront. I was happy with the internet speed as I only really use it for basic things. Since then I have had virtually no internet speed. When I try to do a speed test...I can't because it's not fast enough to connect! I regularly have to send emails and check my bank via the 3G on my phone. Just about to sit in a 45 min call waiting queue for their 'top'?! customer service for the 6th time to try and get my money back before moving to another company, probably BT (who own plusnet and my line?!).

How will moving improve your speed unless you move up to fibre ?

Mister_G

fluffyowl wrote: »

I was with plusnet for a year and they hiked my fees so I agreed to pay for a year upfront. I was happy with the internet speed as I only really use it for basic things. Since then I have had virtually no internet speed. When I try to do a speed test...I can't because it's not fast enough to connect! I regularly have to send emails and check my bank via the 3G on my phone. Just about to sit in a 45 min call waiting queue for their 'top'?! customer service for the 6th time to try and get my money back before moving to another company, probably BT (who own plusnet and my line?!).

Hi Fluffyowl.

Let me try to be a little more helpful. Your problem indicates that you either have a fault on your modem or on the line itself. There is no reason why your service would have been affected by just taking up the LRS.

You will need to persevere and contact Plusnet in the first instance. If it is a line fault, then moving provider will not make any difference. I am assuming that you have tested the connection speed by a hard wired ethernet cable, rather than wifi, as wifi connections can suffer from local interference.

You can try checking the line by dialling 17070 and carrying out the 'quiet line test'. The line should be free of crackles and noises .

The_stingemeister

Shockingly bad. Leaves you on hold forever if a problem with phone. No email comeback. Used to be ok...

Good bye......all the adverts: "we'll do you proud"..!!!!!! :mad:

mxo

I would NOT use Plusnet under any circumstances. I've been with several different ISPs (TalkTalk, Sky, BT) and Plusnet has to be the worst ISP I've ever had the misfortune to deal with.

I've had major issues with the speed on my line since joining Plusnet. I had no issues with previous ISPs. Plusnet have refused to acknowledge the problem, instead claiming that they don't have to offer me the estimated speed they originally stated when I joined (despite their terms suggesting otherwise). At times my line speed has even dropped to below 1Mb/s. They've refused to investigate the problem.

The router they sent me was also faulty, meaning even slower speeds - a different router (actually, my old TalkTalk router) gave faster speeds than the Plusnet one - but Plusnet again refused to acknowledge that their router was faulty and claimed they didn't have to provide faster speeds. Eventually they grudgingly sent me a new router. Speeds are still slow, and they regularly drop my line.

Their customer services has been a nightmare, particularly over email. They don't read your message, provide template answers and seem to struggle to understand English.

Plusnet are a nightmare ISP. I regret signing up with them and advise anyone to avoid them with a barge pole.

sghughes42

I've been with Plusnet over 3 years now and was very happy with them until about 6 months ago. All of a sudden the broadband became very unreliable - streaming would stutter and be unusable, web pages would need reloading several times.

I tried changing modem, filter and so on but the problem persisted. As we were due to move it didn't seem worth getting the engineer out as we were told there was a 2-3 week wait and it was only a month to our move. Unfortunately, the problem followed us....

Doing a bit of reading up, it appears Plusnet are moving from a shared network to their own network and it has been a complete failure from the outset but they are still migrating customers over. Things have improved but they refuse to admit this is the problem, insisting we must have faulty equipment and their tests can't see any issues.

If we could leave I would but unfortunately I was conned in to signing up for a 24 month contract when we moved. (Long story but basically their customer service will say one thing then conveniently forget it and be unable to find any record when you need it). Apparently this poor service isn't enough to allow us to cancel without penalty - that only kicks in if speeds drop considerably below the offered rate. Speeds are fine, the problem is we just can't get anything at busy times.

It's getting better and will hopefully be fixed in a few months but the sheer refusal to acknowledge the problem is theirs and offer any meaningful solution has put me off Plusnet and as soon as we can move I will.

teddysmum

I've been with them since October and am not at all satisfied.


My speeds are 1mbps slower than with Sky (a lot when you are in single figures, anyway) and from the start there were constant dropouts.


A number of complaints resulted in a new modem and there was a slight improvement , but still at least one dropout per day (be it just a few seconds, but enough to lose a link in a survey).


Two weeks ago, regular drops and useless speeds (too low to even load the speed test page) and a complaint resulted in admission that there was a fault and that they could see lots of drops. They tried something, then emailed to say there had been no problems for 14 hours, so they thought the problem was fixed....but, then we had further useless speeds two days ago, so I have sent details to the ticket, with no further response.


On top of this waiting times online an by phone , are ridiculous (30-45 minutes) and the 'music, consisting of two 'tunes' is terrible.


I complained about waiting times on a claiming to be brilliant customer service, suggesting they needed more staff. The young lady, told me that they were recruiting and that she was a new recruit....so much for experienced techs (just regular call centre staff), which, at least, you can access on Sky.

[Deleted User]

teddysmum wrote: »

I've been with them since October and am not at all satisfied.


My speeds are 1mbps slower than with Sky (a lot when you are in single figures, anyway) and from the start there were constant dropouts.


A number of complaints resulted in a new modem and there was a slight improvement , but still at least one dropout per day (be it just a few seconds, but enough to lose a link in a survey).


Two weeks ago, regular drops and useless speeds (too low to even load the speed test page) and a complaint resulted in admission that there was a fault and that they could see lots of drops. They tried something, then emailed to say there had been no problems for 14 hours, so they thought the problem was fixed....but, then we had further useless speeds two days ago, so I have sent details to the ticket, with no further response.


On top of this waiting times online an by phone , are ridiculous (30-45 minutes) and the 'music, consisting of two 'tunes' is terrible.


I complained about waiting times on a claiming to be brilliant customer service, suggesting they needed more staff. The young lady, told me that they were recruiting and that she was a new recruit....so much for experienced techs (just regular call centre staff), which, at least, you can access on Sky.

I suspect that Plusnet may have moved some of their staff over to the mobile side of things which would explain longer waits.

ABTG

Switched to Plusnet because Sky was lots more expensive. We lost phone and broadband for nearly a week because someone executed the order to switch the providers too early - an engineer suggested it was lack of work for openreach engineers in the area that probably caused someone to jump the gun. No one could do anything about it, Plusnet simply denied any reponnsibilty because they weren't yet due to take over the line. Eventually we got broadband back and it's been fine so far.

However, it took another 4 days for the phone line to be returned. Since then we can call out, but no one can call us

Call wait times to Plusnet have never been less than 30 minutes. If I try to use online chat instead I'm number 23 in the queue. Assistants are less than helpful and give contradictory information. I'll be switching to someone else when our contract is up unless they seriously improve.