Plusnet broadband top pick, we want your feedback

trickys77

trickys77 wrote: »

Takes forever to get through to someone. I have never had to wait less than 30 mins.

Often when I get through I get put on hold or transferred to another department and have to wait additional time (10-20mins) to get to the new person.

Very poor customer service and I plan to vote with my feet upon renewal.


Adding a link for the plusnet hold times...see for yourself how bad they are:

http://portal.plus.net/supportpages.html?a=212

Just to add to this I finally got through tonight. I was calling plusnet as I have been charged the standard monthly broadband fee of £15.99 per month, when I should had been charged a promotional rate of £3. The CSA told me that Plusnet have just implemented a new billing system and that most customers with discounts on their account have been incorrectly billed (the new billing system deleted the discount.) He said that plusnet cannot fix the issue as a whole, so they are having to wait for customers to phone in and tell them and then they are fixing it account by account. Anyone with plusnet on a discounted tariff should check their bill carefully! Surely this can't be true?!...Anyone?

PeterGr

I applied for Phone and Broadband package from a MSE offer link on 27 September. Initial signs were good as I got letters, texts and emails from loosing suppliers within 1-3 days. Also had a date of 10 October.

First sign of the process going wrong was an email from Plusnet giving a switch date of 17 October. I replied asking why earlier date had changed but have never had a reply. Nothing happened on 17th. On 19th found Online chat unavailable, Telephone response reported to be 40-50 minues, so used Twitter to raise a query. Typically 4 to 6 hours to get a reply, which in this case was to call them. 40 minutes later told their order had cancelled on 3rd, and they'd have to put a new order in. Told I would be advised through their ticket system (which they seem to use for any query, but is only one way)

So another order and a new date of 31 October, which they said would be closely monitored. A day later I had an email giving the date of 1 November, but was told that was a mistake. 30 October started getting texts from Openreach of an engineer calling the next day. That happened between 1pm and 1:30pm, but the engineer advised me that my original number hadn't switched. He said it was quite common. Heard nothing from Plusnet about Broadband, so joined the queue at 4:30pm, and shortly after my call was answered my broadband activated and Plusnet sent an email.

Had to call back the following day to follow up on the order, and was advised that a call at 9:00am would be answered immediately (which it was). But I then had to call BT to cease my line. I was told to reply to the ticket but again that seemed to be ignored. So another 9:00am call on 2 November, and order was placed and told to wait "2 working days". On 5th November telephone number switched but without any notice from Plusnet. The following day I had a call to say it had been done, and the next day I had texts to say my Broadband had been activated.
7 weeks after making switch I'm still having to get phone call features activated and the final bills from previous suppliers have needed calls to sort out. None of my previous accounts closed when the switch to Plusnet occurred.

I had thought of suggesting my Dad follows suit to save on his BT package, but after my experience I would advise against it unless you are prepared for the aggro to chase things repeatedly. Plusnet seem to use telephone, Twitter and their community forum to get customer issues, but only respond by their ticket system. That immediately adds a delay and the simplest things seem to take a minimum of 2 days. Sometimes they email, sometimes they text and occasionally they call but not consistently.

2 days after I made the original application BT wrote to me with a much cheaper offer. Now I think I should have gone with that. Hoping for 12 months of trouble free service.

burleywhag

Found Plusnet broadband and phone fine during the 12 months I was with them. When it came to renewing, the person I spoke to refused to lower the much higher renewal price at all, even when I told him what the Post Office were charging for the same services. He even seemed to encourage me to go ahead and transfer, which I have done!

molerat

burleywhag wrote: »

Found Plusnet broadband and phone fine during the 12 months I was with them. When it came to renewing, the person I spoke to refused to lower the much higher renewal price at all, even when I told him what the Post Office were charging for the same services. He even seemed to encourage me to go ahead and transfer, which I have done!

I am now just ending my 4th year and every year, including this one, they have matched a competitor without argument.

rollingmoon

molerat wrote: »

...every year, including this one, they have matched a competitor without argument.

Yes, likewise. This time I changed to fibre @ £22pm for 18 months (they matched a Vodafone deal). However the first bill that came was £29.98! It was rectified easily enough via chat (I never ring them if I can possibly avoid it - the wait times are horrendous) though. Always check your bills!

The changeover itself was pretty easy and the new service works well, with the speeds achieved being as claimed.

Kate_M

I'm having a terrible time trying to move from Talk Talk to PlusNet. I paid £203.38 up front on 15 October to switch. I'm still waiting. Communication me to them is solely via a help line staffed inadequately 9 - 5 Monday - Friday. average time on hold is 40 minutes using a mobile phone because I've been without a landline or broadband since 29 October. I can't log in to their website They email me with conflicting and untrue info but I can't reply because it's one way. Have resorted to sending a letter of complaint via registered post Accessing this site today using a friend's wi-fi. I'm retired so no access at work. My husband is 85 in poor health and can't get emails on his PC.

JJ_Egan

Who did you pay this to ??
< I paid £203.38 up front on 15 October to switch>


Confused.

No emails/ one way >> do you mean you have no email service or email settup is wrong .


GMail etc do not need an ISP email .

Catherine32

I would advise total avoidance!!!
After seeing good reviews I tried to switch from a different supplier. On the switch date I was disconnected from previous supplier but not connected to plusnet. I was promised this would get sorted on 2 further occasions. It didn't, so I went to leave however they didn't remove the order from the line which meant another company couldn't take over. It took many lengthy conversations to do this, being transfered constantly and going round in circles (usually waiting about 30 minutes to speak to anyone). This left me without any service at all for 3 weeks. No one seemed to know what was going on and incapable of delivering on promises. Also took them 8 weeks to refund me for the sevice they never provided. Customer service very poor.

[Deleted User]

@JJ
I read that as she cannot reply to the Plusnet emails as Plusnet support do not let the customer email them back. (Which they don't - all support must be by either phone/twitter/facebook/online chat/website)
Hence the amount of time on the phone to support to try and sort things out.

bye_bye_band_G

Why are MSE still promoting Plusnet's cheap broadband offer when it's clear Plusnet's billing department are completely out of their depth?
I changed in September due to the advert on MSE and since then, I won't bore you with the details but every single thing it's possible to get wrong, they have. I have had to phone them many many times and am so completely depressed about the 30 minute wait time, every time. Then you finally get through, they agree they've messed up again and what needs to be done to put it right.
And then it doesn't happen.
This morning they actually cut off my broadband, due they said, to an unpaid bill. I didn't owe them anything, this had already been agreed in a previous call. So, another long wait, discussion about this, yes we agree you're correct, I will reconnect your broadband now. End of call.
No big surprise, no broadband reconnection.
Second call of the day, I bypassed the endless call to billing by speaking to technical support who confirmed the reconnection hadnt been done.
I think he's done it now.
But this is just a typical day fighting with them, I'm so tired if it.
PLEASE MSE, stop promoting these clowns special offers.
I think all the customers who find them OK are renewals rather than new customers.
I'm counting down the days to when my contract ends next September, they won't see me for dust.