Leaving TalkTalk to join Plusnet, good move?

trinidadone

I have carried out a search on moneysavingexpert, and notice the cheapest broadband for me is:
Plusnet with unlimited broadband for £10.24 a month.

TalkTalk best offer is £16.00 a month, along with the bad customer service.

I notice from the reviews on Plusnet, that they too are not good relating to customer service, any suggestions????

elsien

I moved from talktalk to plusnet a few years ago and haven't regretted it. The customer service can take a very long time to get through to on the phone but when you do get through I've found them helpful. And they understand what you're saying. With talktalk I found that if you deviated from their script things tended to go a bit pear-shaped.
I think plusnet customer service has gone downhill due to the levels of demand. No real complaints though other than being on hold for a lot longer than you might expect at times.

trinidadone

ok, thats really helpful to know elsien, can i ask:

1) what made you switch from TT to plusnet?
2) how was it, leaving TT (I am really dreading this)
3) do you negotiate new fixed terms, when they run out with plusnet, and how is it to deal with?
4) Is plusnet CS in the uk, or overseas?

elsien

1. Sibling was saying good things about plusnet, cheaper deal and I wanted UK based customer service.
2.Leaving TT was fine, no issues and it all went smoothly. It was the first time I'd changed broadband provider so was fretting slightly but needn't have worried.
3. telephone retention department although you have to match the exact deals ref timescale etc and they're less helpful than they used to be. Last year when I quoted a John Lewis deal to them they just said "go to JL then." Didn't bother in the end because it wasn't enough of a saving to make it worthwhile. The other thing to look out for is if the line rental saver and BB get out of sync - LR is 12 months and BB is 18 months because that then ties you in.
4) UK call centre.

I did notice a drop in speed when I moved but as I do very little streaming etc it didn't matter to me. Not techie enough to know if there is a reason for that, or just coincidence and higher usage from neighbours.

trinidadone

This is what i am currently looking at:

Results
55 Results sorted by
90194
Unlimited Broadband
12 month contract
Equiv £10.24/mth if you pay £197.88 upfront for 1yr's line
New customers only
B'band customer service: 7.1/10 (Good)
Broadband Phone line rental
Broadband
Average 10Mb Broadband
Truly Unlimited Downloads
Usage details
Phone line rental
Pay as you go calls
Call costs
'£12.74'
Effective monthly cost
Even cheaper if you opt to pay line rental upfront
This effective monthly cost is made up of:
Costs added up:
'Free' broadband
£18.99/mth line (or £197.88 upfront for 1 yr)
Rewards taken off:
£75.00 one-off reward to claim from Plusnet
With the total then spread over the contract

Important! Annoyingly Plusnet makes you claim your £75 cheque. You'll get an email within 10 days of activation explaining how, and you must do it within two months. It should then arrive within 30 days.

PeterGr

I switched to PN with this deal in September and all the savings including the cashback have been as promised. But track the switch process carefully - something delayed mine, and it took 7 - 8 weeks to finish it.


Learnt that to contact PN provisioning team it was best to call exactly at 9:00am when they started, and there was no wait time. Later in the day a 30 - 40 minutes wait was normal. Also to use social media account to raise issues with PN, which they answer through your online account.


I also had a bit of a battle with TT over my final bill. Just follow their complaints process up to writing to the CEO's office, and everything was sorted out.

TalkTalk

Hi Trinidadone

I am really sorry if you're thinking of leaving us. We would advise speaking to our loyalty team to see if there is anything we can do in regards to your current package.

Our contact details can be found on our website.

Vicky - TalkTalk Social Team.

trinidadone

Hello Vicky, thankyou for your response.

I have already contacted the loyalty team, by telephone and live chat. I have also posted on TalkTalks forum, and raise a complaint which was escalated to the CEO office. Unfortunantly, although i have spent a number of hours, the results have resulted the same.

I have signed up to Plus Net, and really excited to joining, especially as they are 50% cheaper than TalkTalk, i should be saving roughly £120.00 over the 12 months. I will miss talktalk as I have been a customer since 2007, and never missed a single payment. unfortunately TalkTalk are simply not competitive any more for me. I dont need international calling no more - whatsapp can offer this for free. I dont need inclusive minutes any more, because I have unlimited minutes from my Smarty sim (I use to have a TalkTalk sim, but again not competitive at renewal). so it all boils down to monthly line rental.

I feel talktalk needs to rethink its pricing structure, especially for existing customers.