Plusnet not working and my tenants aren't happy!

JennyP

I provide my tenants with broadband as part of their rent and wish to continue doing that.



It's with Plusnet. It's not worked for over a week. I contacted Plusnet as soon as the tenants made me aware. They said it was an Openreach problem that would be fixed by yesterday. It wasn't. There was no record of an Openreach problem on the website and when I asked around locally, no-one else had an issue. So not sure I believe Plusnet about that. Especially as when my tenant rang them, he got a different story.



I want to switch them to someone more reliable but two problems there....


1. They all get fairly poor reviews!

2. My Plusnet contract is not up till 18th October. But if I am not getting a service, can I just leave earlier?

JJ_Egan

3 they all use the Open reach network.


You need to go through the relevant Plusnet procedures to terminate .
A week is not long enough .
Alternative pay your contract off .


Is this a Plusnet business contract ?? as that would have service level agreements .

JennyP

JJ_Egan wrote: »

3 they all use the Open reach network.


You need to go through the relevant Plusnet procedures to terminate .
A week is not long enough .
Alternative pay your contract off .


Is this a Plusnet business contract ?? as that would have service level agreements .

Thanks.

Maybe a business contract is the way to go

Just found out that the flat above mine has had no internet for weeks . it seems they are all a bit rubbish presumably cos they all use the same infrastructure.

AndyPK

Don't move. No point.

Just ring plusnet and get them to fix it.

Open reach fix all cable issues

JennyP

Would fibre be more reliable?

Wondering if I paid for a faster speed, would it be more reliable in future?

Contract is up soon anyway so I will need to move or pay more.

AndyPK

I guess there is a small chance fibre would fix it. (if the problem was nearer the exchange).

probably best to get plusnet to fix it, They will have more clout with BT/OR than cheaper providers that aren't owned by BT.

lee111s

AndyPK wrote: »

I guess there is a small chance fibre would fix it. (if the problem was nearer the exchange).

probably best to get plusnet to fix it, They will have more clout with BT/OR than cheaper providers that aren't owned by BT.

Not true.

All providers are treat equally by Openreach.

annandale

No, they will still charge you but you can complain about them. I was with plusnet five years, 3 and a half were great and then it went very downhill.

I left and they tried to charge me a cancellation fee (having been told that I was out of contract and then they said I wasn't).

I had no internet for almost 6 weeks earlier this year. They gave me a 40 pound refund for poor service.

Im now with first utility and have had no problems at all since I changed over and they are also cheaper.

Futuristic

You should claim compensation by complaining for loss of service, Plusnet are usually good.

No point trusting reviews online as these providers don't regularly ask customers to review them so its just people with bad experiences posting.

macman

Fibre is only fibre to the cabinet (FTTC), so if the fault is between there and the property, it will make no difference.
There is no SLA on a residential contract, so all you will get is a credit for the downtime, if you ask.

brewerdave

Futuristic wrote: »

You should claim compensation by complaining for loss of service, Plusnet are usually good.

Not compensation -they will just make a "goodwill" gesture equivalent to the fee paid during the downtime -so if you have a discounted home deal (like most!) then it will be peanuts!!!