Plusnet worst customer service ever

tata24

Been with Plusnet using standard broadband for the last years. Never had any problems
Then switched to Fibre with Plusnet and the saga began.
First it took 3 engineer visits to set Fibre up. Eventually I was receiving Fibre put had speeds drops of down to 0.5 Mbs at peak times.
Spend hours on the phone to their customer service (waiting loop usually between 30 and 45 minutes).
Plusnet saying they can find anything wrong. BT engineer coming out cannot find anything wrong with the line saying is a Plusnet contention problem, then back to Plusnet again. This is going on now for 2 months.
The funny thing is that when I negotiated with Plusnet whether I should stay with them for the Fibre instead moving to Sky, which had the better offer at the time, they were promoting their "great" customer service.
That must have been a long time ago!
Anybody had similar problems with Plusnet and contention (congestion at peak times) issues?

JJ_Egan

How are you measuring the speed via Wifi??
Or ethernet cable direct from the master socket .

TheGame21

We have been with Plusnet just over 2 months and they have been dreadful, We have also noticed a lag during the evenings.

macman

'Evening lag' sounds like a contention issue-usually at about 4pm when the kids get home and start hitting the X-Boxes or whatever. Since PN runs on the BT network, there's not a lot that PN can do about that.

peaceful1

I was impressed with Plusnet but they no longer provide customer service and making a complaint is very difficult. Looking for a new provider. Shame as I was impressed initially. We have constant lags and lose broadband altogether. Call centre have given conflicting explanations, with responses which contradict each other. Only repeated emails and calls achieved broadband stability and resolved connection issues. Unfortunately, we are again having problems and can't face dealing with them.

katecat

Interesting reading as I too fell for the Plusnet 'best customer service provider' sell.

We have been with Plusnet for phone line & broadband for 4 months and they messed up our order from the beginning, which delayed our internet access by 2 weeks after we had just moved house and needed it most! Not only that but their 'best customer services' said there was nothing they could do to speed this up despite it being their mistake.

Fast forward to today where we received notification from BT that BT Infinity was now available in our area if we wanted to upgrade. As Plusnet are part of BT I assumed they would be able to offer a similar service, so I called their 'award winning customer services' line.

I waited on hold to be connected for 30 mins. When I got through to someone I was told that it would cost an additional £15 to upgrade to fibre and I would need to start a new 18 month contract, we are currently on a 12 month contract.

Not liking contracts for more than 12 months I asked what sort of redemption penalties would be charged if we broke our contract early and they confirmed £125. So I asked if they were willing to be flexible with the length of contract? We would pay the extra per month but we didn't want to get locked into an 18 month deal.

Basically Plusnet were unhelpful with no flexibility on any level, so I wanted to do some research before committing with them further.

I called BT. I got through immediately. They confirmed the costs for the same package as Plusnet for £2 less per month for a 12 month contract. I mentioned to the advisor that I would happily go with them but the saving wasn't enough to cancel out the £125 redemption charge from Plusnet to which I found out something very interesting and useful if you are having problems with Plusnet....

BT will credit any redemption charges from other providers, up to the sum of £150 if you move to them.

Not only that but you don't even need to contact your old provider because BT will do all of that for you.

You need to be prepared to pay the redemption charges up front which BT will credit your account with once set-up. You will also get charged an activation fee of £35 and £6.99 delivery charge for the hub but that is pretty much covered by the saving I'll make paying Plusnet £2 extra per month for 18 months.

When speaking to Plusnet earlier they were quick to tell me I would not get it cheaper with BT and that BT will charge the £35 activation fee that Plusnet do not. They don't of course mention anything about them covering the redemption costs to switch.

BT have received a lot of negative critisism in the past but I have to say my experience dealing with them today was first class. I have also saved £12 per month on our households 2 mobile phones because BT offer a 50% discount on mobile deals if you have your broadband and landline rental with them.

If you are having problems with Plusnet, I urge you to shop around and give BT a chance! As others here have mentioned Plusnet cannot be relied upon to deliver award winning customer service!

joe134

but everyone says Talk Talk is worst?:cool:
Tomorrow it will be ????????;)

brewerdave

katecat wrote: »

BT will credit any redemption charges from other providers, up to the sum of £150 if you move to them.

Not only that but you don't even need to contact your old provider because BT will do all of that for you.

You need to be prepared to pay the redemption charges up front which BT will credit your account with once set-up.

...I sincerely hope that you have got that in writing -BT are very good at offering all sorts...then conveniently forgetting about it when you have moved........:(

JJ_Egan

(BT will credit any redemption charges from other providers, up to the sum of £150 if you move to them.)

Refused point blank when i asked .