Plusnet - a cautionary tale

FabFifty

Driving to work today I suddenly realised that today was the day that my new Plusnet service was to start. Excellent - except I hadn't yet received my shiny new Plusnet router.
No problem, I'll just pop onto their website and see what's happening and find out my new set up date.

Oh dear.

I got through to a helpful (but hands tied) representative on Plusnet Chat and was informed that my router hadn't been sent out and that they couldn't stop the set up date (today). "But I have no router, no broadband or phone", said I. "That's OK", they said, "we'll issue a refund."
My old provider has already disconnected their service and my new provider (Plusnet) have started a service that I can't access, AND I've already paid for the privilege as they took my first month's payment when I signed up three weeks ago. :mad:
So, my new provider has managed to mess up their service on the first day of me being a new customer. It doesn't bode well !
Having finished my conversation I searched "Plusnet router not arrived" on the internet and quickly discovered that this is not an uncommon problem with Plusnet.
So the lesson to be learned by MSE-ers is that if you wish to have uninterrupted service, don't choose Plusnet (though I'm not sure there's really much to choose between any of the providers).
(big sigh)

annandale

I've never had a problem with plusnet since I was connected although I also wasn't connected on the day I was supposed to be. Was a phone line fault in my case. Not their fault.

I had far more issues with talk talk

[Deleted User]

Hi,

you might find when you get home that it's working through your old router, it might just be totally messed up.

Becen

I have never had an issue with Plusnet.

Also, in your post you say that they are going to refund you, yet you still complain about being charged?

I understand you are probably annoyed, but it seems they've made a mistake and are trying to rectify it. It's not idea, but at least they are doing something.

brewerdave

Supply your own router then no issue!!!

Becen

brewerdave wrote: »

Supply your own router then no issue!!!

It'll no doubt be better than what we've given by providers, too.

Ian011

Given the right settings, your old router will more than likely work just fine with Plusnet. A quick call to their technical support people could have had you up and running in minutes.

stephenliverpool1

FabFifty wrote: »

Driving to work today I suddenly realised that today was the day that my new Plusnet service was to start. Excellent - except I hadn't yet received my shiny new Plusnet router.
No problem, I'll just pop onto their website and see what's happening and find out my new set up date.

Oh dear.

I got through to a helpful (but hands tied) representative on Plusnet Chat and was informed that my router hadn't been sent out and that they couldn't stop the set up date (today). "But I have no router, no broadband or phone", said I. "That's OK", they said, "we'll issue a refund."
My old provider has already disconnected their service and my new provider (Plusnet) have started a service that I can't access, AND I've already paid for the privilege as they took my first month's payment when I signed up three weeks ago. :mad:
So, my new provider has managed to mess up their service on the first day of me being a new customer. It doesn't bode well !
Having finished my conversation I searched "Plusnet router not arrived" on the internet and quickly discovered that this is not an uncommon problem with Plusnet.
So the lesson to be learned by MSE-ers is that if you wish to have uninterrupted service, don't choose Plusnet (though I'm not sure there's really much to choose between any of the providers).
(big sigh)

I left Plusnet several months ago, when they would not much Sky's offer. If they had matched Sky, I would have stayed.

Anyway, I suggest you complain via sending an em to Plusnet's CEO. You will find his/her em address at ceoemail[DOT]com. I know it works as I sent an em to him/her last year. Worst case, they will give you a GOGW.

I know that people have suggested you try to use your old router. It may work but probably won't.

HTHs.

[Deleted User]

stephenliverpool1 wrote: »

I left Plusnet several months ago, when they would not much Sky's offer. If they had matched Sky, I would have stayed.

Anyway, I suggest you complain via sending an em to Plusnet's CEO. You will find his/her em address at ceoemail[DOT]com. I know it works as I sent an em to him/her last year. Worst case, they will give you a GOGW.

I know that people have suggested you try to use your old router. It may work but probably won't.

HTHs.

His router hasn't arrived yet, why would he bother trying to contact the CEO?

bouicca21

My plusnet router arrived fine - but it came with a warning that I was not to attempt to set it up until I received a text telling me it was ok to do so.

So the old ISP shut down. Router in box. No text. a couple of days later, suffering serious internet withdrawal symptons, I managed to check my email at an internet cafe only to discover that, in the full knowledge that I had no internet service, Plusnet had emailed me to say ok to connect router instead of sending a text. Not impressed.

stephenliverpool1

Colin_Maybe wrote: »

His router hasn't arrived yet, why would he bother trying to contact the CEO?

Er.......To get compensation for their incompetence by escalating!!