Haggling with Plusnet, switching to Sky, all absolute rubbish!

minibbb

Plusnet are a shambles- totally messed up my house move with them and I'm on the third date for my Fibre to be live but as they've lied through their teeth already I'm not holding out much hope!

Two weeks after it should have gone live and over a week until the third "activation date". No apologies either- their online help team are blunt and clearly don't care less.

After two dates came and went I asked to cancel but was told as more than 14 days had passed I wasn't able to cancel?! So no service has actually been delivered and I'm paying full whack for nothing.

I urge people to look elsewhere- I'll be dropping the clowns as soon as I'm out of contract.

ChyEbren

Dear Minibbb,
Wow, it sounds like you're having a rotten time with your broadband transfer.
When I first joined Plusnet two years ago, their customer service was great and the phone was always answered within a few rings. Trying to negotiate a new contract with them a couple of weeks ago, I spent over 35 minutes on hold before I spoke with a real person, and then he transferred me to another 10 minute wait. It looks like BT (plusnet's parent company) are doing the same as they did with their own customer service centres and reducing the staffing beyond the mimimum acceptible level.
What a shame, but if all their dissatisfied customers vote by taking our custom elsewhere maybe they'll eventually come to see that they need to treat us fairly.
Good luck with getting your service installed soon. Regards, Sharon

teddysmum

I transferred last week and am quite pleased with the process, but had a question today and found no online chat. After a 15 minute wait on the phone (left on speaker so I carried on with what I was doing) the lady sorted my problem and said that chat gets turned off when they are too busy, concentrating staff onto the phones. (sounds sensible as typing is slower than speaking)

ChyEbren

Hi Teddysmum,
Yes I tried online chat while waiting for a real person to come to the phone but it was turned off then as well. Basically they don't employ enough people to deal with their all customers promptly, just like BT!
Encouraged by your success, I'm going to re-try for a good deal to stay with Plusnet in a weeks' time, about 10 days before the current deal runs out. I'll report back how that goes.
Regards, Sharon

teddysmum

Midweek (ie after Monday) daytime seems to be an easier time to get through. That's when I've got through quite quickly.