Plusnet....Pathetic

TheGame21

I'm having an absolute nightmare with Plusnet driving me insane. We switched from BT and the phone got transferred fine however we are still to have broadband 2 weeks after the confirmed date! I've had four instances of "it will be ready by midnight", still nothing. Massive waiting time to even get through to them and then when you do, the department you need to speak to are closed.

Pathetic, regret switching to them now, appalling service and still another 12 months to run

TheGame21

MoneyMate wrote: »

You can understand what they are saying :beer:

Not if you can't get through. :mad:

Beewise_2

My contract ends.not only did I have to wait up to an hour to get through either by phone and or live chat(on a regular basis)I was offered a deal by one advisor 2weeks ago but now they just ignored that and only offer me a more expensive deal.conveniently they haven't got a record for the original offer.when I said I don't want any broadband after the contract ends....they slapped a 30£ "cessation"fee.Anyone heard of that?oh....its in terms&conditions(no one reads the small print).I asked why I wasn't told of that fee?no need.I never heard of such a blackmail fee....has anyone?what can I do?if I don't want to switch I'm bonded unless I pay for my release .why mse doesn't mention this?&why praise plusnet who have a terrible customs service record?

janehp

4th failed attempt to get through to customer services (different days and different times), last attempt was on hold for 71 minutes and then got cut off. What is the best way to get poor feedback reflected in their customer service rating? MSE has them rated as good. I know I'm not alone in thinking otherwise!

dod929

I am having a similar experience at the moment, left Sky in June after a year of no problems, lost the free broadband deal so moved to the plus net version paying £16.99 a month line rental with 12 months free broadband.
Long story short we don't have a TV licence so just watch netflix and 4oD (not anymore, thanks BBC!) but can't even watch a single episode without the internet dropping out.

Originally was a problem with the settings which they 'repaired'. No change.
They then said it was an issue with the router, sent a replacement, no change.
Told to plug it in a different socket, no change.
Then they sent out a BT engineer who put a new master socket in and changed some settings somewhere, no change.
Rang again when not fixed within a week, said to wait as takes up to 14 days for the line to settle, no change after 14 days.
Have just phoned them again and been told they can not refund line rental paid in advance even if the contract is cancelled due to poor performance.
Have been offered an upgrade to fibre for £10 extra a month (£26.99 total), not sure whether to accept or to cut the losses and leave.

Tragen

today their scheduled maintenance has gone wrong and the service has been terrible all morning. No notification given by email, they just decided to screw with my connection for hours on end.

oldagetraveller

Tragen wrote: »

today their scheduled maintenance has gone wrong and the service has been terrible all morning. No notification given by email, they just decided to screw with my connection for hours on end.

Not just this morning for me. My present fibre d/load is a blistering 0.25mb/s and u/load 1.9mb/s. D/load is usually 37.5mb/s (38/2 package).

A rinse and repeat message they've been posting all day with the time altered to suit.



"09/09/2016 @ 16:05
This is an update to the earlier posts regarding some customers experiencing connection issues.

Apologies that some customers are seeing packet loss and slower than normal speeds, our engineers are working on resolving this issue.

Sorry for any inconvenience this may be causing,

Kind Regards

Plusnet Help"

ado

I ordered a Plusnet package on 30/08 and changed the installation date on 31/08 over the phone with confirmation of the new date. Two days ago I started receiving emails confirming a different date so I called them today to find out what the problem was. I spoke to two people who said that they could see that I wanted the 19/09 with the second person then saying that they couldn't do it on that day so they had arbitrarily and without any explanation changed it to an earlier day. I was told that the contractors they use were full on 19/08 so they had booked the earlier day. If I couldn't do that day then the next installation date would be 30/09!

I was not happy with any of that and said that I would cancel the contract but the Plusnet rep didn't seem too bothered about that although she was apologetic about the change and said that there was nothing she could do.

I am really disappointed with the company as it took half an hour to get through to them with another 20 minutes on hold whilst I got put through to another department, then there was the arbitrary change of date with no accompanying explanation, as well as the lack of reaction when I said I would cancel the contract. I am surprised that they can have a like it or lump it attitude like that.

philip

You lot got me worried. Just changed from Sky to PN. Phone up and running today but no sign of date for BB. Will I have to wait weeks?
Beginning to regret moving from Sky who I had no issue with except price.
BTW I had a magnificent BB speed of 6mbs, which in fairness is adequate for my needs. Looking at the small print PN suggest I may have speeds of 2-3mbs. Frying pan into fire by the look of it for me, and I'm not normally a cheapskate!

Leear

philip wrote: »

You lot got me worried. Just changed from Sky to PN. Phone up and running today but no sign of date for BB. Will I have to wait weeks?
Beginning to regret moving from Sky who I had no issue with except price.
BTW I had a magnificent BB speed of 6mbs, which in fairness is adequate for my needs. Looking at the small print PN suggest I may have speeds of 2-3mbs. Frying pan into fire by the look of it for me, and I'm not normally a cheapskate!

Phillip,
I've also just switched from Sky to PlusNet... so I'm sure we will keep this thread going :rotfl: