Advice on leaving outside of contract (Plusnet)

jem16

jenniewb wrote: »

Sadly no; I was warned at the line rental a while back (possibly May or June?) I think they may have emailed me and I clicked through to say I'd agreed though didn't extend my contract at the time, hence it running out in a few months rather than a year or 18 months away.

The emails regarding the price rises from September 2nd didn't start coming out till July.

Are you sure you're not thinking about renewing your Line rental saver?

Swipe

Good luck with BT support. You must have a penchant for frustration.

jenniewb

Swipe wrote: »

Good luck with BT support. You must have a penchant for frustration.

It can't be worse than Talktalk. Nothing known to man can be that frustrating!

JJ_Egan

This need to get it fixed reads as the internet is required for business use .

I would in the OPs case want to know where this fault area is before doing anything further and moving from the same service to the same service with different branding .

jenniewb

cajef wrote: »

Well I am sorry to have to say it but if you have line problems I doubt that you will get any better service from any other ISP especially ones with foreign service advisors plus I am not sure how many will have 24/7 hours anyway.

They do sometimes manage to fix the fault via the technical support via a few tweaks, or just tell me what else is going on (eg ongoing maintenance work) but more than that they can place a request for BT to deal with the line rather than not being available and me having to call them another day to get someone to visit or deal with the issue. Normally during term time I'm not able to call or wait on hold and not at home for failures which happens so frequently.


From what I understand the problems I experience with the line are not going away any time soon. I had even contemplating paying for the upgraded Fiber connection but they've put that off over and over again so I doubt that will happen any time soon. I can't be the only one experiencing the connection failures as an issue so it's confusing to me that they don't seem to have any plans to correct the problems.


The issue I have though isn't so much with the connection failures to be once and for all resolved (chance would be a fine thing!) it's to be able to report and get ongoing problems resolved as and when they arise. I've given up on the many complaints (even to the Ombudsman) to get the line repaired, I doubt it will be replaced within the near future so the next best thing I've got is to get help with tweaking what I do have available as and when. And so far that does seem to be working, it's annoying and frustrating having to call to get things sorted out so often but it's better than nothing at all.


(And in case anyone was thinking of suggesting using a service from Virgin...they are the biggest joke I've experienced- wasting my time was just the start of the issues I'd experienced trying to sign up with them!)

jenniewb

jem16 wrote: »

Perhaps it's not the 24 hour support but more needing support after 10:30pm.

I could do that, but the number of failures I have crossed with the wait on hold and getting the "we just need to test your line..."etc waiting time, I just can't give up that much time waiting around. If the faults were once in a blue moon fine, but the issues occur too frequently.

JJ_Egan

As their are only two line sources BT and VM maybe you should consider the other sources of internet .
Mobile dongle etc .

MoneyMate

jenniewb wrote: »

I had signed up with PlusNet because it offered 24/7 technical support. If I had just £1 for every technical failure I've had with my line over the years, I'd be paying the lowest ISP bill known to man.


PlusNet had excellent support as far as I was concerned- not only 24/7 but not with a heavily accented fast speaking overseas staff but an English accent and someone aware of how important internet is to many of us here.


They've cut that support ! It's now only until 10:30pm which is pretty useless to me.
I wasn't warned about this and as far as I see this is a change in the contract although PlusNet say it isn't.


My contract wont end for another few months. I still want to leave. I'll probably be moving to BT.
PlusNet have warned me I've got a £30 early termination fee coming my way. I am trying to find a way out of this- I don't really want to leave PlusNet, they are otherwise great in my books. But I can't do the no technical support thing.


Has anyone any ideas on a way out of the fee? Am I right in finding fault with their changes affecting me mid-contract? I'd not be leaving if they hadn't cut the 24/7 support.

Just got a reduction on my package because of this 30 day to leave without penalties within 18 Month contract.

jenniewb

JJ_Egan wrote: »

As their are only two line sources BT and VM maybe you should consider the other sources of internet .
Mobile dongle etc .

Tried that. Can't get a mobile signal within a 5 minute walk of where I live. I have a mobile phone mast on the roof of my block of flats...I don't understand either...

valeriej43

jenniewb, i have just left plusnet because my signal was forever dropping i ws able to do it because of the increase in charges, but it wasnt the reason i left,i have had problems with signal dropping since i changed to plusnet in April,i didnt know you could do that without paying an exit fee,until i read it on here, i was with talktalk, and didnt have many problems with them even though the base was in India, so going back yo them, mainly becausetheothers BT, SKY etc are too expensive for me,so do try they wont tell you that you dont have to pay the exit fee, but lerthem know you know
I have now got a good deal again with tt as a newcustomer
Also might not be connected but since being with plusnet i have been getting between 8-10 nuisance calls a day,
The reason i left tt in the first place was because i was told my bill was going up to £35 a month including youview TV which i didnt want as i tried it before and it didnt work well here, the operater was very rude, after i had signed up with plusnet tt rang me again and offered a £20 a month deal but it was underway to change to plusnet so too late to go back i thought,but wished i had taken it in the end,as i had been a tt customer for a long time