Plusnet broadband top pick, we want your feedback

jem16

Trickyann wrote: »

Although we were with BT the router was our own a Belkin one I think (not in view of it atm)

PlusNet will allow you to use your own router so I'm surprised that you can't use your Belkin one.

Have you tried posting on their Community Forums as there are many people there who can help if it is possible to use your current router.

http://community.plus.net/forum/index.php?board=3.0

glider3560

For all those having problems with Plusnet, take a look at https://www.plus.net/wizard and go through the close tickets. You can actually see all the internal notes on your account, which makes it much easier to tell them what the problem is (not that you should need to do this, but....)

JenniferK

Plusnet is gaining a lousy reputation for customer service. One only has to look at their own support forum or some site like trustpilot. Someone should report them to Advertising Standards for false advertising.

buglawton

I am beginning to think that the whole broadband market is busted. No matter which supplier, switching is a nightmare and that gives your current supplier the confidence to offer lousy service.

Mobile broadband:
1. Buy 3/4g WiFI router
2. Buy SIM card and top it up for data
3. Insert SIM card, switch on, job done!

Sooo simple, why can't the ADSL/Fibre to Cabinet market be so simple?
Because the providers thrive on multiple standards, big fat 'line disconnection' and 'line reconnection' fees and love to bamboozle with special offer inertia selling deals. And they can and do blame all problems on Openreach.

BT is the biggest beneficiary of this mess as they are perceived as being a 'safe pair of hands' not least because they own Openreach.

Dugarry

Hi

I switched from Plusnet to Sky earlier this year via a Martin Lewis discount offer (great deal). I have been contacted by Plusnet stating that i owe them for the rest of the years contract. The breakdown for this, 310 days left on the contract equating to approx £88. Is this right??. Can they do this? I would also like to add that on my initial call to Plusnet questioning this matter, i was told that in fact i was owed monies and to cancel my direct debit. I am confused and concerned by this, any help on this matter will be greatly appreciated.

buglawton

Plusnet normally have an early termination fee pro rata depending on number of months you left early. It's documented clearly enough in your agreement. I'd bone up on that first then call Plusnet with very specific questions.

JimU

Dugarry wrote: »

Hi

I switched from Plusnet to Sky earlier this year via a Martin Lewis discount offer (great deal). I have been contacted by Plusnet stating that i owe them for the rest of the years contract. The breakdown for this, 310 days left on the contract equating to approx £88. Is this right??. Can they do this? I would also like to add that on my initial call to Plusnet questioning this matter, i was told that in fact i was owed monies and to cancel my direct debit. I am confused and concerned by this, any help on this matter will be greatly appreciated.

310 days left on your contract suggests you were only with them for a short period of time, when did you join and leave them?

jagdish1

Can anybody please advise if there are charges for moving from Plusnet.
As can be seen from all the posts no single person has a positive word about their appalling service. I saw a comments about reporting them to ASA, I think it would also be useful to report them to Ofcom.
I have once again tried to get in touch with "customer service" ??? !!! a joke as online 23 customers ahead of me and when it got to 16 customers they disconnected me.
Tried the phone and after 48 minutes I gave up.
Unfortunately paid upfront but there is no service.
Wondering if I could go through small claims as within the first three weeks I have wasted approaching three hours in trying to speak to them.
Unless this problem is highlighted on a much bigger scale more and more people will fall victims. MSE would have a moral duty after so many negative comments NOT to promote Plusnet.
Exasperated!!

jem16

jagdish1 wrote: »

Can anybody please advise if there are charges for moving from Plusnet.

Yes there are cancellation charges if you move within your minimum term. This would generally be the cost for BB and LR for that 12/18 months you signed up for.

Have you tried posting on the Plusnet Community Forums about your problem?

Potato_Jacket

A recent transfer from Sky here, due to an unreasonable increase in their line rental, broadband and call fees compared with their favourably discounted first two years.

I decided to change to PN with a simultaneous transition from ADSL (normal broadband) to FTTC (fibre).

All good in the end but it was quite a journey due to an apparent fault with my allocated pairs in the street cabinet.

Fault report phone queue times: 45 mins, 65 mins, 15 mins. And each time an up-to 72-hour response time from Openreach.

Engineer 1 didn't make it as scheduled for the modem set up so we slipped a day. He did keep me informed on that. When leaving my set up with no phone service he said the fault would clear itself "soon". Of course it didn't.

Second round: "the engineer definitely won't need to visit your home". Well, engineer 2 said he definitely did need to visit and I wasn't in when he phoned me from outside my house without having made an appointment. From the cabinet he did manage to restore my phone service but lost my fibre connection. So we had to do another 72-hour round. That's 72 hours plus the weekend.

The last of three Openreach engineers spotted the problem and solved it with ease at the cabinet.

Other issues: automated text messages from Plusnet didn't tell me which report status they were updating. That sounds trivial but in the middle of the three rounds of problems it's irritating and unnecessary.

So who was at fault? Or was it just one of those things? Three of those things in this case. Well it seems a pity about engineer 1 and 2. But I don't know exactly what issues they were facing.

It's certainly a pain to have a 72-hour-plus-weekend wait in limbo. And that 65-minute phone queue: phoning PN is best done at 9am, only 15 minutes' wait.

When making an appointment with Openreach, I suggest go for a morning visit to reduce the risk of a day's slippage.

At surface level everyone was pleasant to talk to. The PN router arrived on time. The initial phone service switch took place on time and with minimal down time. It's just a pity it all went wrong from there.

Technical note 1: I presume the Openreach fault response and repair issues would have been the same regardless of service supplier.

Technical note 2: I seem to be one of the last to be supplied with a separate Openreach modem and Plusnet router. I'm told I should get a combined replacement in due course.