Plusnet broadband top pick, we want your feedback

Tenax

Well I got my 'hacked' £5 back!

avidresearcher

BEWARE of a sting in the tail if you want to leave, and APPALLING customer service.
I joined Plusnet in 2007 and last year (2014) after having very poor wifi and only 1MB/s service, I was advised to have a router upgrade as the router I had, had a WPS button but no WPS to allow me to add WiFi amplifiers!!! I took the new router, but as the service remained poor decided to move to EE in November 2014 (similar "great deal").
I received a bill for £102 to leave PlusNet despite having been with them for 7 years. I had "started" a new contract when I accepted the router and so had to pay for the year plus an extra £30 fee just for leaving.
I rang up to query this, and was given an email address to send my complaint to as "accounts" could not deal with the matter. I sent the email stating my concerns, and the next letter I got was from a Debt Recovery Service for the amount plus their fee! I wrote to Plusnet head office, and eventually received a reply stating that the email address I had used (been given by their staff) was not an "official" way to submit a complaint and so tough cookie, I would have to pay the Debt Agency. The letter was bordering on rude.
I rang head office and eventually someone offered to let me pay the £102 over the phone, but not after much trouble.
Although no mention of £30 to leave is to be found on their website, they can levy it by saying there are "technical issues" when you leave to go to some suppliers (but not others....BT?)
All in all, a very stressful and terrible way to treat a customer of 7 years who had always paid on time by DD.
They may be cheap, but their customer service has always been very poor in my opinion.

BrendanF

hi, Just wanted to warn any users who signed upto the Plusnet Line only + broadband line rental upfront offer & opt for the £3 a month for 100 mobile minutes.

Apparently there is a known issue (at Plusnet) where the 100 minutes are not credited, even though the £3 is debited.

See reply i got to my complaint (meant for internal use only!):

**Internal**

'Once pending DD clears on the account issue a refund of £29.55.

The account is affected by a known issue with the mobile call package on line only accounts and will need the mobile calls refunding each month until the problem is resolved.

This Question is now on hold until Friday 15th May at 7:00am.

Kind regards,'

xxxxxx

new Plusnet customers beware & check your bill if you've paid for mobile minutes.

Brendan!

Robster1

I didn't receive my cashback by the date I was given and had to chase PlusNet many times, via phone & online. I eventually got my money when I said they had left me no option but to take the matter up with the Telecommunications Ombudsman. Very disappointed with them.

andyfromotley

£100 cheque arrived in the post today, all good.

gkcowboy

andyfromotley wrote: »

£100 cheque arrived in the post today, all good.

Likewise for me, 58 days after all went live. A very simple trouble free switch with no noticeable difference in service from Sky apart from its a third of the cost!

OohAahCantona

I tried to sign up for the 12 month deal as shown on mse but was only shown an 18 month contract as an option.
back to shopping around for another provider that doesn't tie me in to long complicated contract.

charlesbradley

I "was" a brand new customer who had signed up after seeing this deal after being with a bad provider who liked to chatchat. I paid for my broadband in a one off sum with 49.99 installation fee and selected my slot which was subsequently confirmed by email for the 10th of July. So I waited and waited some more, then contacted them asking why no one had turned up? First person I dealt with had no knowledge of my booking despite me telling her of my confirmation email. So onto the next call handler, who finally had details of my booking. However according to them selecting a vacant slot for installation and it then being confirmed is not actually confirmation at all as its just an automated response and means nothing. The handler dodged apologising for a pointless system which lost me a days work (I'm a tradesman) and said good news I already have a line in my house so actually no one now needs to visit. Great so regardless of whether or not I got broadband today I didn't need to stay at home (thanks again to their system telling me I need a new line). So I asked if i could be refunded my installation charge and was told no
as they still need to transfer me over to Plusnet at the exchange (tho apparently they do this to all new customers) so why are some charged with a installation fee and others not!!?? Then onto cancellation department who asked why I wanted cancel and obviously didn't care so just cancelled me anyways.

Main point being that if I paying for a years service in advance and they cant get over the first hurdle why would I want to stay with them, especially as they made no attempt at making up for all the inconvenience caused but just wanted to book me in for another installation date over two weeks away!!!!

Thanks but no thanks I just take my money and run

Eborexile

I joined Plusnet due to the customer ratings and of course "good" deals.
The £100 cheque cashback arrived within 6 weeks however...
Despite being told I would keep my old number they actually gave me a new number and I had to chase to get my old one back.
Then despite paying line rental one year in advance they started to charge me , a monthly fee.
The last straw is that they have now charged nearly 10p per minute for using a 1p per minute line for overseas calls.
Something I'm sure which wasn't visible when I was checking contract terms. I'm pretty certain I didn't miss the small print but maybe I did. I could have understood a connection charge but not a levy on every minute.
Apart from the odd free weekend call our landline is almost exclusively used for the international call so I'm now well out of pocket. Unless I can find a way round the charge. (Which wasn't levied by Fuel Broadband/Primus)
Not a happy chappy and I wonder how they get such a good rating(?)
Certainly I'm not expecting to renew when the contract expires.

phillw

avidresearcher wrote: »

Although no mention of £30 to leave is to be found on their website, they can levy it by saying there are "technical issues" when you leave to go to some suppliers (but not others....BT?)

A little late with the reply but...

I phoned EE because I was switching to plusnet and asked about what I needed to do to avoid any early cancellation fees and they said there was a £30 disconnection fee. After five minutes of arguing that I'd never been made aware of it and I decided I was going to leave no matter what it cost I then asked for the MAC code. At which point he said, "oh if you are asking for a MAC code then there is no £30 disconnection fee".

For switches where you can't use a MAC code then you probably can't avoid the fee (ADSL to virgin for example) but otherwise ALWAYS request a MAC code. It appears they don't offer you one, even though it would save you money.

I think this explains your £30 charge, if you could have used a MAC code but they didn't offer you one then I'd complain and ask for a refund. If they don't refund it then escalate it. They are the experts not the customer, I doubt Ofcom would side with them withholding information like this.