Plusnet

Phoenix_seven

I've been trying to contact PlusNet since Thursday.
The phones are always engaged with 20 to 30 minutes waiting.
I've tried email but not received a reply.
Does anyone know of any reason for this.
They are supposed to have award winning customer service.
I don't feel as if I'm being "done proud".

[Deleted User]

Well the reason Plusnet will not reply to your emails is that they refuse to support anyone via email. They have never had nor intend to offer support via email.

As for why the phone queues are long currently, well they introduced a new billing system on the 1st September and have really messed things up. All staff are trying to help scores of angry customers who have been mismanaged by the new system. (MSE wrote a news article on this last week).

BTW several years ago the queues on the phones could be measure in several hours so they have got better, just nowhere near enough to be called "award winning". I would look at who gives those awards and then avoid those companies.

Futuristic

Live chat is pretty quick, especially when its during the day before evening/night. Have you tried it?

https://www.plus.net/home-broadband/contact/residential/customer-services/

Robisere

If you were in my position with Plusnet and BT OR, in common with most of my village, you would really believe you were suffering!


I have had a 3-cornered dispute with Plusnet and BT OR since July 21st and it is no nearer to conclusion. To begin: OR opened a new FTTC cabinet around the corner from my street, the old cabinet being almost a KM away. As of May 2018 I had a respectable download of around 11Mbps. It fell overnight to 6 and I informed Plusnet, who started testing. Then on July 20th it dropped to around 4 Mbps. Yesterday it was 2Mbps.


BT are attempting to reconnect the village from the old cabinet to the new one, but they have just made things worse. The whole village has suffered crossed lines (me included) and a cataclysmic drop in speeds: some residents cannot receive broadband at all and others have phone dropouts as well. Plusnet are trying to get BT to rectify this for me, but almost attempted to shift the problem to OFCOM*, who simply tell us that the ISP is responsible for fixing faults. I have lost count of the number of engineers who have visited both cabinets: every time there is a visit, the service just gets worse.


*What is the point of OFCOM anyway? All they do is pass the buck. Taxpayer's money wasted on another useless, powerless Quango!

[Deleted User]

They respond quite quickly if you put a question on Twitter, and the staff sometimes answer if you post a question on their forum, too.

brewerdave

Robisere wrote: »

I have had a 3-cornered dispute with Plusnet and BT OR since July 21st and it is no nearer to conclusion. To begin: OR opened a new FTTC cabinet around the corner from my street, the old cabinet being almost a KM away. As of May 2018 I had a respectable download of around 11Mbps. It fell overnight to 6 and I informed Plusnet, who started testing. Then on July 20th it dropped to around 4 Mbps. Yesterday it was 2Mbps.


BT are attempting to reconnect the village from the old cabinet to the new one, but they have just made things worse. The whole village has suffered crossed lines (me included) and a cataclysmic drop in speeds: some residents cannot receive broadband at all and others have phone dropouts as well. Plusnet are trying to get BT to rectify this for me, but almost attempted to shift the problem to OFCOM*, who simply tell us that the ISP is responsible for fixing faults. I have lost count of the number of engineers who have visited both cabinets: every time there is a visit, the service just gets worse.

I feel your pain - when the new FTTC cab was being installed for our service we had a catastrophic drop in speed - but fortunately the disruption only lasted a few weeks not months, and the speed for our ADSL2 service wound back up quite quickly.
However, the part of your situation that I can't understand concerns the distances - normally an FTTC cab is sited within a few yards of the old POTS cab - are you saying that this new FTTC cab is stand alone? Surely they aren't connecting it back to an old cab??

Rob_Wills

Plusnet waiting times on telephone are very bad, usually at least 30 minutes.

Plusnet internet disconnections are daily events, so telephone is the ONLY way to contact them.

A BT engineer said that most disconnections are caused by Plusnet cutting the quality / speed / power of connections to save money.

Plusnet basic speed is just above 2Mb/s so pretty pathetic.

I have yet to discover any "watchdog" that does anything about the awful service of ISPs.

The blame for all of this lies with the Government who allow business to behave any way they like...which means quality of product / service is not necessary as ALL businesses are the same.

Everyone needs to complain more in social media, as jack_pott says they HATE BAD publicity.