Plusnet - Warning

Red29

kwikbreaks wrote: »

I've been with them about 3 years now. They screwed up on install as they hadn't setup my account on their system. As I was moving from VM I still had decent internet and got it sorted online somehow (i think by raising my own ticket) Getting it fixed took an hour or two.

I had a line fault and thought it would take an age to get fixed judging by my past experience with ISPs. Luckily the line was bad enough to result in the BTw checker recognising there was a fault and they sent an Openreach engineer who arrived within a few days and fixed it. That was by raising my own ticket too.

I don't think I've ever phoned them but do know that their lead times are appauling. I have no idea how competent their front end support are either - if they are like the ISPs I've been with in the past I wouldn't have high hopes on them fixing anything that wasn't a typical user error. I hope ypur fault really is the router or you will be even less of a happy bunny when it arrives - can't you use the one from your old ISP?

I'm not really convinced the fault is with the router either

Can't use one from previous ISP as it's the sky hub which I understand doesn't work with anything else. I'm really regretting leaving sky now.

Line sounds ok but I'm going to do a line check - thanks for advice

Red29

username wrote: »

They've not stopped it, just made it a bit more harder to find! But go here https://www.plus.net/wizard/index.html and you will get access to the ticket system. I find it's better as there is a written paper trail, and also better than hanging on the telephone. Plus if it is a complex or unique issue you can detail it in writing.

On the occasion when I have had to phone them, there always has been a queue but the problem has eventually been fixed. The people manning the phones tend to be relatively competent, but the wait time is quite a while. I remember phoning them at work on lunch once, and someone picked up as soon as lunch came to an end!

Just of interest what's everyone phoning for, that can't be done via web chat or the ticket system?

Thank you very much for this - if new router doesn't resolve the issue I will use this.

J_B

username wrote: »

They've not stopped it, just made it a bit more harder to find! But go here https://www.plus.net/wizard/index.html and you will get access to the ticket system?

So ... once there where do I ask a 'speed issue' problem, when these are the options?

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forgotmyname

I thought the same only 15 minutes... Vodafone seems to be over 40 minutes minimum.

I was shocked when i switched my phone to LIFE and they answer the phone very very quickly. 2 or 3 minutes is the longest ive had to wait to actually speak to a person.

Switched to Vodafone BB and wishing i had stuck with Plusnet.

flashg67

At least they seem to resolve issues when you do get through, unlike my last supplier, TalkTalk.

I purchased a cheap plusnet branded router on ebay for a fiver or so as a back up/spare. Also useful to trouble shoot yourself before calling them

teddysmum

I'm still very unhappy with PlusNet,whom I thought had a good reputation. As has been said phone waiting is terrible and even leaving on speaker drives you mad because of the two repetitive 'tunes' they inflict on us.


As I've mentioned above, my wifi speed started at 5.3 and I expected an improvement as Sky gave me a fairly consistent 6 to 6.4 , even with two laptops connected.


I called the other day and the lady checked the line saying my incoming was 5.7 and I explained that I knew wifi would lower the speed to the laptops, but I had more than this 5.7 even over wifi. She said she detected a fault with wifi ('our fault' ) and sent instruction s on how to alter the wifi from the box. However, I preferred my IT trained son to do the messing about , but he came in over Teamviwer, looked at the stats and said what they suggested wouldn't work as the speed to the house wasn't enough.


I used chat this afternoon (as even catchup tv was buffering) and the lady said she had altered something at their end, to reset and my speed would increase. I did this (forgetting that I would cut her off on internet) but the speed did go up to 5.25, then dropped to 5.12 going below 5 at 5pm.


Tonight (9pm)I was using trying to use catchup on tv, but there was no connection and husband said he could get nothing on his laptop; same with mine.


The laptop said there was no service to connect to , so I called and was fed up with hearing the awful 'music' for over 25 minutes (wait announced as 30), so gave up.


I have just managed to reset and get a signal at 1.30am, when one would expect usage to be low. (I wonder if there is a wider problem, as the tech line was busy for ages).


I am on day 11 (well 12, as it's early morning) and don't feel very hopeful. The phone service is good, but the broadband terrible, considering the service I have previously had.


'We'll do you proud' seems to be a meaningless promise, especially as no rep has responded to this thread.

minibbb

PlusNet took 3.5 weeks to sort my house move out and get my fibre working. It worked on the third "go live" date yesterday and in total I've been billed £65 and no sign of a refund for the down time and no apology for their appalling service.

I've had to constantly chase for updates and information as to why the service wasn't going live as promised however have been lied to and fobbed off by their online staff. I will be leaving as soon as my contract is up.

Red29

Hi Folks I thought I'd pop back and update.

We are now on day 8 without any broadband - I cannot even be bothered to list the ways in which this has been a massive inconvenience for work and home , the extra time eaten up by going to my parents to use their broadband, and let's not forget the time on hold with plus net. This morning's call was a record at 1 hour 21 mins!!!!!!!

We should have a competition to see who can do the most random things whilst on hold. So far I've cooked and ate a Sunday dinner!! Yesterday I had a shower whilst on hold!!! :rotfl:

The replacement router never arrived, so on Monday I went and bought one myself - so all the moneysaving to Plusnet has been wiped out

Not unsurprisingly the new router didn't work either - so not a router issue. I've realised the guy who said it might be a faulty router didn't have a clue what he was talking about. He did no tests at all. He has delayed the whole process by 4 days.

On Monday: one of Plusnets guys did a series of tests and diagnosed a fault on the line. Tuesday: the Open reach guy came and fixed the fault. Did the broadband work after this? Did it heck!!

Tuesday evening: the Plusnet guy did more tests, as everything looked correct at their end, in the end he thought it was a tag issue, so raised another fault with Openreach.

Wednesday (today) - I thought I better check he's raised the fault as I haven't had any texts or emails to confirm the fault has been raised, which I did have with the first referral to Openreach. Speak to a guy after being on hold for 40 mins - nothing on the system!!! So we go through it all again. He doesn't understand what a tag on the line would be. Another referral to Openreach - engineer coming tomorrow.

I suspect after all this I will get charged 2 lots of £65 - the repair done yesterday has been there for years but didn't interfere with calls or broadband - so wasn't needed!! The loss of broadband occurred at switch over - so something went wrong in the process.

At this point I don't care what they charge me, even if they say it's my fault, I just want it sorted. I will endure the year with them and then move, though if there is a problem, they are all probably MERDE!! !!

Anthorn

Red29, why don't you just use your right to cancel and go somewhere else? You get 14 days from the day your service is activated and you will have to return the equipment and pay for what you've used.

Red29

Anthorn wrote: »

Red29, why don't you just use your right to cancel and go somewhere else? You get 14 days from the day your service is activated and you will have to return the equipment and pay for what you've used.

I didn't know I could cancel now. I thought it was 14 days from sign up.

Thank you so much for this. If it is correct, and there is no fix today, then I will cancel as activation was last Wednesday. :j