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Plusnet - Customer service gone downhill turning into bunch of crooks?
Tofu_eater
Posts: 86 Forumite
Has anyone else found that Plusnet has gone down hill?
I was with them twice before with a broadband contract and had a great service and no problems.
Since the beginning of the year I have had another contract and there's been nothing but problems.
I took out a special offer that I heard about here where I paid upfront and there were NO more payments to come out.
First of all when I set up the contract the guy tried to convince me that I couldn't have the offer I was after even though it was still running and he kept trying to manipulate me into having one where a further £1 a month had to be paid by saying 'It's only £1 a month,that's nothing to pay' and making me feel obliged to agree to a £1 direct debit every month (the offer I wanted was actually available on that date and finally they agreed to let me have it)Then they started to direct debit me something like £12 (or similar I can't remember) as though I was still paying for the contract even though I had paid it all up front.
Then I got that sorted and refunded and they started direct debiting me £1 every month.I had to ring up a couple of times then to ask them to stop this and each time they told me it had been sorted and then they kept doing it.Each time a direct debit was taken out I had to wait until they had taken out the money and then wait again for it to be refunded as they couldn't stop the process for the direct debit once it had been started.
Now months later I get sent an email saying they are taking out a £1 direct debit again and in fact they have already taken it and I am now waiting again for it to be refunded.
This time when I rang up however the lady from Plusnet kept saying to me that it was because they had put their charges up and was starting to insist that I would have to pay it.The amount was exactly £1 and it was a direct debit and there had been no email from Plusnet telling me about a price increase.It was so obvious that it was nothing to do with a contract price increase and it was the same fault happening again and my agreement with Plusnet was that I had paid for everything already for my years contract.She said it was due to a price increase for all customers since April 2018 but if that was the case how come I hadn't ever had to pay it before and how come I had already had direct debits refunded several times since April?
After I kept insisting that I was not supposed to pay it she finally checked with a manager and indeed came back and said I didn't need to pay it but she still wanted to win the argument with me and told me 'it was to do with the price increase but we will waver the fee' and then proceeded to make out like they were doing me a favour by not charging me it ,she was going to hang up without even attending to the fact that £1 had already been taken this month and finally begrudgingly told me she would refund it.Also incidentally my broadband isn't so good this time around and often drops out as well (but that might be to me having moved to a different area) I used to have a great service from them but they just seem to be rubbish lately.I was thinking of getting a mobile phone contract with them but I'm reconsidering it now
I was with them twice before with a broadband contract and had a great service and no problems.
Since the beginning of the year I have had another contract and there's been nothing but problems.
I took out a special offer that I heard about here where I paid upfront and there were NO more payments to come out.
First of all when I set up the contract the guy tried to convince me that I couldn't have the offer I was after even though it was still running and he kept trying to manipulate me into having one where a further £1 a month had to be paid by saying 'It's only £1 a month,that's nothing to pay' and making me feel obliged to agree to a £1 direct debit every month (the offer I wanted was actually available on that date and finally they agreed to let me have it)Then they started to direct debit me something like £12 (or similar I can't remember) as though I was still paying for the contract even though I had paid it all up front.
Then I got that sorted and refunded and they started direct debiting me £1 every month.I had to ring up a couple of times then to ask them to stop this and each time they told me it had been sorted and then they kept doing it.Each time a direct debit was taken out I had to wait until they had taken out the money and then wait again for it to be refunded as they couldn't stop the process for the direct debit once it had been started.
Now months later I get sent an email saying they are taking out a £1 direct debit again and in fact they have already taken it and I am now waiting again for it to be refunded.
This time when I rang up however the lady from Plusnet kept saying to me that it was because they had put their charges up and was starting to insist that I would have to pay it.The amount was exactly £1 and it was a direct debit and there had been no email from Plusnet telling me about a price increase.It was so obvious that it was nothing to do with a contract price increase and it was the same fault happening again and my agreement with Plusnet was that I had paid for everything already for my years contract.She said it was due to a price increase for all customers since April 2018 but if that was the case how come I hadn't ever had to pay it before and how come I had already had direct debits refunded several times since April?
After I kept insisting that I was not supposed to pay it she finally checked with a manager and indeed came back and said I didn't need to pay it but she still wanted to win the argument with me and told me 'it was to do with the price increase but we will waver the fee' and then proceeded to make out like they were doing me a favour by not charging me it ,she was going to hang up without even attending to the fact that £1 had already been taken this month and finally begrudgingly told me she would refund it.Also incidentally my broadband isn't so good this time around and often drops out as well (but that might be to me having moved to a different area) I used to have a great service from them but they just seem to be rubbish lately.I was thinking of getting a mobile phone contract with them but I'm reconsidering it now
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Comments
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"Have Plusnet gone downhill" ?
Yes.
And their mobile service is the pits so don't use it.
Remember if things are cheap so is the support.0 -
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1. Mobile service uses a subset of EE frequencies so your reception will not be optimal
2. No support for short codes
3. Full credit check for every application for a SIM and you have to apply one at a time even if you are getting extra SIMs for your family members.
4. Voicemail notifications may not work - Plusnet will always blame your handset.
5. Roaming abroad outside of EU has a high chance of not working. Again Plusnet wont help you.
And the list goes on. That is off the top of my head without checking the Plusnet community forum to give a comprehensive list.
Just do your own research.0 -
1. Mobile service uses a subset of EE frequencies so your reception will not be optimal - Nonsense, EE use an additional one for voice over data which is only supported on a very small number of handsets. So not a subset at all but just EE have an additional service (for which you're paying 2 and 3 times the price)
2. No support for short codes - A good thing IMHO, I've not missed them even once since I switched. (not all carriers do them either)
3. Full credit check for every application for a SIM and you have to apply one at a time even if you are getting extra SIMs for your family members. - So like any mobile contract they do credit checks, awesome.
4. Voicemail notifications may not work - Plusnet will always blame your handset. - Work perfectly on mine, the fact that some handsets may or may not have issues will occur with everybody (welcome to the real world)
5. Roaming abroad outside of EU has a high chance of not working. Again Plusnet wont help you. - Again nonsense, show me actual figures online that back up this fatuous throwaway line. And I don't mean the odd person on their forum.
And the list goes on. That is off the top of my head without checking the Plusnet community forum to give a comprehensive list. - Can I direct you to the EE/Vodafone/O2/3 and the rest of the forums where they're absolutely chock full of people posting problems?
Just do your own research.
No need for research, I know when someones talking nonsense.0 -
1. Plusnet does not have access to the 800mhz frequency, thats the best chance of getting a signal indoors
3. Virgin Mobile do not do a credit check for SIMO, most dont do credit checks for a sim.0 -
To the OP - There was a price rise of £1 pm effective from the first bill after June 5th 2018 -it applied to everyone,even those who had negotiated "free" b/band, found themselves paying £1 pm - you have done better than most if you got that discounted!
To gsminx - yes, PN Mobile offering is basic - but it is also ultra cheap ! What I get for £5 pm is epic!!:j0 -
1. Plusnet does not have access to the 800mhz frequency, thats the best chance of getting a signal indoors
3. Virgin Mobile do not do a credit check for SIMO, most dont do credit checks for a sim.
1. A large proportion of EE customers don't have access to it either, I covered that if you'd bothered reading that far.
2.Don't know about Virgin (Giffgaff don't but that's because it's PAYG, not a contract).
, not true in the slightest. this is Uswitch's non-credit check list of sim only deals:most don't
https://www.uswitch.com/mobiles/compare/no_credit_check_sim_only_deals/0 -
@brewerdave
If you're happy then good for you. If it does what you want at a price then great.
@others
But if persistent complaints on their own community forum isn't evidence of service issues then nothing will dissuade you otherwise. When people get online to the supplier's website to raise issues and the same issues appear all the time then you know there is substance in them. Just saying you disagree isn't necessarily the answer.
Nor is calling names when this is pointed out helpful to anyone.0 -
brewerdave wrote: »To gsminx - yes, PN Mobile offering is basic - but it is also ultra cheap ! What I get for £5 pm is epic!!:j
Yep, I'll take my 1.5GB, 1000 minutes & 1000 texts for £5 a month with a £2 over-spend cap any day of the week over access to shortcodes or a frequency that I'd need to spend a few hundred quid more on an iPhone to use.0 -
@brewerdave
If you're happy then good for you. If it does what you want at a price then great.
@others
But if persistent complaints on their own community forum isn't evidence of service issues then nothing will dissuade you otherwise. When people get online to the supplier's website to raise issues and the same issues appear all the time then you know there is substance in them. Just saying you disagree isn't necessarily the answer.
Nor is calling names when this is pointed out helpful to anyone.
Calling names? Have you got your threads mixed up bud? Perhaps you could point this out?
Are you just going to totally ignore the consistent complaints on ALL other carriers forums or is it inconvenient for your story.
I actually posted my reasoning rather than, say, just post made up nonsense or claim that other forums said so...Just saying you disagree isn't necessarily the answer.
Do you actually have any reasoning or do you just want to make something else up?0
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