Plusnet broadband top pick, we want your feedback

buglawton

Eborexile wrote: »

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.

Was that an 084 access number? There are changes in the pipeline about these that will affect all landline customers.

skintpaul

Personal experience of Plusnet is very poor.

Just trying to get through to a human was bad enough, let alone someone who knew what they were doing!

So glad I never signed up with them.

Oujohime_Sakura

OK is this a scam? So I registered through the MSE link as directed- I opted for the upfront line rental and I got the router which totaled £161.87, with the package that said £50 cashback. However when it came to payment there was no further mention of the cashback or when I would get it after the first page?

In addition after entering all my details I had no confirmation email for my order or any indication of what was going on- the page that opened said input payment details and it also said thank you for your payment!

I called plusnet who told me they couldn't help me with the cash back as it has nothing to do with them its MSE who are offering the £50 cashback and to contact them! (how exactly) They aslo said they could set up my account again but that would mean i would now have two debts from my account to plusnet!

This is the worst experience I have had with a broadband company before even fully joining them! Spoke to 3 customer service personal and they all sounded disinterested and as if my call was an inconvenience to them! The only reason I switched was because of poor customer service from EE and to be fair they were really good to me for over 2 years it was just the last 6 months that let them down.

Anyway, am hoping I can get some advise from anyone here as to what to do now.

Thank you

:mad::mad:

Eborexile

buglawton wrote: »

Was that an 084 access number? There are changes in the pipeline about these that will affect all landline customers.

Hello buglawton - thank you for your reply.
Yes it was an 0844 access number. It now appears that tucked away at the bottom of a mail about direct debits was a comment about revised charges. I only became aware when my second bill was notified and the cost was higher than expected and now trawling through it seems I may have been "notified".
Not in a clear and transparent way in my view.
A charge of 10p per minute seems rather excessive and not exactly in line with their much touted mission statement.
I'm now trying to find a cheaper way to call Japan/Germany/France as I don't want to limit my wife's calls to friends and family which can sometimes last over an hour.

junkmail42

Yes, I think it might be a bit. I've been a PlusNet customer before, and they were fine once signed up IIRC, but I do recall some problems initially.

I've tried to sign up to the latest offer, now on the confirmation e-mail, they've signed me up to the wrong one, showing £9.99 a month on top of the £155.88 I've already paid, and trying to blame MSE! I filled the form in myself & double checked all the options. I'm sure I picked the correct one.

I said I'll cancel it then, but conveniently the accounts office is now closed. Have to ring back tomorrow, when they may honour it, but the offer is now closed & prices gone up. I wonder how many people will just say, "okay, I'll pay it then". I won't. I was going to sign my mum up tonight as well, but they can go spin.

bobfromlondon

I opted for the MSE bargain. Somewhere in the process it all got lost and I was charged monthly line rental. Trying to get through to customer services or tech support was so looooooong. Average - about twenty minutes. Longest 55 minutes on hold! When I did I was told somehow the deal had been sleected and then unselected.

The speed is a little slower than Sky but noticable.

I googled 'Plusnet Customer services' (which I should have done first time. If I had done that I would have avoided them.

Anyway since the sent me a cheque for £75 and the leaving penalty was £74 I'm off.

batemansxxxb

Signed up through MSE link last week,got the weekly email from Think broadband this morning & now Plusnet are offering free unltd broadband to everyone,so the deal isn't so sweet after all,only £75 cashback,wish i'd waited now

jagdish1

Extremely dissatisfied. I was without telephone and broadband for almost two days, no apologies from Plusnet. Furthermore I spent one hour on the phone trying to get through to customer services yesterday and did not get through. I called again today to speak to customer service and was advised of half an hour wait. This ended up being 56 minutes and the excuse I got was something to do with their automation system, highly unsatisfactory
Even your online chat is so unsatisfactory that there were 27 customers ahead of me. This went on for well over 35 minutes went down to 17 and then 1 and stayed there for 53 minutes after which I gave up

bobfromlondon

I got really fed up with the wait at Plusnet. Their staff are great if you get through. But I decided to ditch them after two months. I went to Sky, who I had just left and they offered a years free BB, (line rental = 17.50), a new router plus extender and £100 Tesco vouchers (could have had a Galaxy Tab or M&S vouchers). Since we are Tesco shoppers that is just over £9 a month. And I got through to customer services in four mins.

batemansxxxb

Well it's now up & running,speedtest on thinkbroadband.com shows similar speeds to what i got with TalkTalk, but the ip address shows as sky broadband?

Edit From 5.30pm onwards i've only been getting 1.5mbps, if this continues i'm ditching them