Plusnet no line rental broadband top pick, we want your feedback

hoyteam

Ordered a phoneline and fibre broadband after reading about plusnet on this site and have been extremely dissapointed.

When I spoke to plusnet I was told it would take just over 2 weeks to have everything installed. I took the day off work to let the engineer in but he never showed up. I phoned plusnet and apparently he didnt need to come in to complete the phone line. The router arrived the day after he had been (and not the few days before I was told). I called plusnet again because something was missing from the router set-up and it was then that I, and they, realised a second engineer hadn't and needed to be booked to complete the broadband installation.

I'm still waiting now. It will have been over one month since my order and i still do not have the internet. Furthermore, they do not have engineers available on a saturday meaning more loss of work time.

I am considering cancelling but there is a cancellation charge and, or course, it is now out of the 2 week cooling off period since i initially placed the order:mad:

Robisere

chanz4 wrote: »

you do know that plus net staff are actually bt

Actually, Plusnet are based in Yorkshire, BT is the parent group of Plusnet, which bought up madasafish some time ago and was then swallowed by BT. However, Plusnet staff work from Sheffield.

Which brings me to my own PN complaint. I am a long term customer and have had only a couple of relatively small problems until last Monday (24/08/2015). That's when my landline phone died. I have had repeated assurances that this is going to be fixed by BT Openreach - "1 - 3 working days, action to be taken on the 28th, blah blah, blah."

I posted this in a previous Thread, but it appears that, as it is a genuine complaint, the PN representative posting on this Thread, did not feel it warranted his/her input. However, when faced with waht seems to be a misguided comment regarding hacking, the rep feels aggrieved enough to comment.

Ain't that funny? The current TV ad gets a hollow laugh from me every time I see it.

chanz4

Robisere wrote: »

Actually, Plusnet are based in Yorkshire, BT is the parent group of Plusnet, which bought up madasafish some time ago and was then swallowed by BT. However, Plusnet staff work from Sheffield.

Which brings me to my own PN complaint. I am a long term customer and have had only a couple of relatively small problems until last Monday (24/08/2015). That's when my landline phone died. I have had repeated assurances that this is going to be fixed by BT Openreach - "1 - 3 working days, action to be taken on the 28th, blah blah, blah."

I posted this in a previous Thread, but it appears that, as it is a genuine complaint, the PN representative posting on this Thread, did not feel it warranted his/her input. However, when faced with waht seems to be a misguided comment regarding hacking, the rep feels aggrieved enough to comment.

Ain't that funny? The current TV ad gets a hollow laugh from me every time I see it.

actually they are not, and wife used to work there until not long ago

field-mill

I want to warn people to beware of Plus.net.

I joined at one price, but less than two months later they increased their charges. I asked to leave and was told I could do so "without penalty", but when I asked them to refund the rest of my pre-paid line rental they refused.

The long and short of it is that Plus.net can change certain contract terms when it suits them, and yet demand the rigid enforcement of others (again when it suits them). As a result of this situation, I could not afford to squander 10 months' line rental and so am stuck with them for the foreseeable future.

The company draws you in with its flashy ads spouting all sorts of claims about customer service, but I spoke to several people on chat and over the phone, and they were without question the rudest, most intransigent and confrontational people I have ever had the misfortune to encounter.

I will never use Plus.net again once my contract is up, and I have told everyone I know not to go with them because of their abysmal behaviour.

joe134

field-mill wrote: »

I want to warn people to beware of Plus.net.

I joined at one price, but less than two months later they increased their charges. I asked to leave and was told I could do so "without penalty", but when I asked them to refund the rest of my pre-paid line rental they refused.

The long and short of it is that Plus.net can change certain contract terms when it suits them, and yet demand the rigid enforcement of others (again when it suits them). As a result of this situation, I could not afford to squander 10 months' line rental and so am stuck with them for the foreseeable future.

The company draws you in with its flashy ads spouting all sorts of claims about customer service, but I spoke to several people on chat and over the phone, and they were without question the rudest, most intransigent and confrontational people I have ever had the misfortune to encounter.

I will never use Plus.net again once my contract is up, and I have told everyone I know not to go with them because of their abysmal behaviour.

looks like staying with TT, even if the price is going up. better the devil you know.:eek:

Plusnet_company_representative

@field-mill

Sorry that you were affected by the price increases, however as these were mainly line rental increases (with call packages increasing too) you shouldn't have ended up paying much (if any) more as the line rental saver meant you paid at the lower price in advance for 12 months.

Sorry that you felt trapped by this and I hope that you're happy with the service you're receiving from us.

Chris

ctal

My last words to Plusnet

I wish to maintain this complaint and still require a MANAGER to ring me ASAP this complaint will not disappear by an email hoping I will not reply. When I opened my account with the original operator I was given the option of either normal broadband or fibre optic, I asked for the normal service to see if the speeds would be sufficient. I asked and paid for a 12 month contract (£2.50) per month, with the strict understanding I could opt for the fibre should the promised speeds of Plusnet not be attained due to my location. The second (when I asked for the Fibre option) operator a Mr Pickup denied me this, and said the contract would have to be extended to a 2 year contract then changed this to an 18 month contract after I explained to original deal. I left BT because of an advert you placed in the media (Money Savings Expert) that promised "we would be happy" with your service, well I am not and will tell the world of my service from you up to date. This service to date consists of being promised Plusnet on the 1st of September, I rang (waited for 20 mins to get through, I was told by the Provision Team there was a problem so the equipment would not be delivered till the 3rd. The 3rd day came without any delivery, I rang again, waited 40 mins to get an operator, I was told a manager Laura would ring me back, she did not, I rang again and got cut off, Nick from the technical team rang me to say Laura would not speak to me, so a Manager called Rob would ring later within 2 to 4 hours. Rob rang and was as disgusted as I was with the service of Plusnet; he gave me 3 months free Phone and broadband to make up for the disgust I feel, which was not sufficient, but I really needed to get on line. I received the equipment on the 4th September and fitted it up as the book describes, it did not work. I again phoned with a 23 minute long wait and eventually spoke to technical who said the line was not switched on "sorry" he switched it on and we had broadband in 10 hours, this is a 5 day waiting time. I will contact BT to go back to them within the 28 day window, but need to carry on with this official complaint to Plusnet to ensure I explain to all who read the Martin Lewis web (where I first heard of Plusnet) to ensure you all do not fall for the Plusnet false promises and terrible service by adding this to the review page. I again asked (with this email on their portal) to Please, Please get a Manager to ring me, and please ask him to read the above before he does.

violentvinyl

I had planned to jump ship from TalkTalk when they raised their prices (not because of the rise in price mind you, but because I had a bad experience with them where they charged me for an engineer callout and I had to fight with them for hours to get it refunded).

I signed up with Plusnet online, and on the day of the install, I had the foresight to call on the morning of to confirm they were coming. Turns out they had never booked the engineer to come out (apparently they have to do this manually on some orders?). So I rescheduled the engineer, and requested compensation for my lost time. I was originally given a £20 credit, then realized Plusnet would have charged me £50 if I had missed the appointment, so I called back up to ask for the full £50 credit. They offered £30, but wouldn't go any higher, so I just cancelled the new install out right. For some reason, Plusnet thinks they should be able to charge you £50 if you miss an appointment, but they only felt they needed to compensate me to the tune of £30 when they missed the appointment.

brewerdave

violentvinyl wrote: »

I had planned to jump ship from TalkTalk when they raised their prices (not because of the rise in price mind you, but because I had a bad experience with them where they charged me for an engineer callout and I had to fight with them for hours to get it refunded).

I signed up with Plusnet online, and on the day of the install, I had the foresight to call on the morning of to confirm they were coming. Turns out they had never booked the engineer to come out (apparently they have to do this manually on some orders?). So I rescheduled the engineer, and requested compensation for my lost time. I was originally given a £20 credit, then realized Plusnet would have charged me £50 if I had missed the appointment, so I called back up to ask for the full £50 credit. They offered £30, but wouldn't go any higher, so I just cancelled the new install out right. For some reason, Plusnet thinks they should be able to charge you £50 if you miss an appointment, but they only felt they needed to compensate me to the tune of £30 when they missed the appointment.

...this isn't unique to Plusnet - a) virtually all ISPs reserve the right to charge the customer for a missed engineers appointment -and some charge a LOT more than £50 !
AND b) getting ANY compensation for an engineer's failure to attend is impossible with some - try getting anything from HORRANGE/EE for example:)

leedsdigital

I'm stumped how Plusnet could be top pick in any poll unless it's for dismally bad customer support. Here's a summary of my experience with them: subscribe, wait 2 weeks for engineer visit, no engineer on the day, wait 38 minutes on Plusnet call support, Plusnet blames BT (who by the way owns Plusnet so who's blaming who), another engineer date given, no engineer turns up, Plusnet gets orders all muddled up, engineer visit given for 3 weeks away, I tell them I work in digital consulting from home office and need broadband urgently, they flap around like headless chickens, I cancel after having waited in vain for 7 weeks for any sort of resolution, I order Virgin Media which is installed and working within 3 days of order, Plusnet tells me to cancel in writing with 30 days notice to avoid fees, I cancel in writing and also demand my subscription fee refunded since absolutely no service was provided or even started, they respond by arrogantly stating that I owe them not only an invoice balance of £13 but also £103 in termination fees. Both the management and the staff have no idea what they are doing and the only form of apology I got was constant blaming of the supplier BT Openreach. Very naughty of them considering Plusnet and BT are one and the same. Not only that, Plusnet is just down the road from me, sort of, in Sheffield.

How is such awful broadband service possible in a modern country? Second world countries have broadband cabled, routed and working within 48 hours of subscription. Neither is line rental a forced purchase. It's time Britain woke up and realised, you don't need line rental (for a phone you can't even use all the time despite paying £17 quid a month for it) to have broadband in your home and you certainly shouldn't be waiting more than 5 working days for broadband to be installed. If lesser countries can do it, then so can rip-off Britain. Let's just all wake up and do something. Line rental is one huge massive con.

It's appalling that a company can try and come out on top and ask anything of a consumer it has obviously wronged instead of trying to get good marks with good customer support.