Plusnet actively lied to me

triade

(I'm not really asking for any help, just relaying my expererience. wondering if others have had similar experience and any other opinions or views. )

plusnet just actively lied to me on the phone.
I asked them about renewing my contract with the same price as advertised on their website.
He told me I couldn't have it. that it would cost a £50 engineer charge and they'd have to come to my home and rewire everything., even though I already have that service albeit at a higher price.
I told him what I was reading on the plusnet site. I asked him if he thought it was fair that new customers are getting treated better than loyal customers. He maintained his lie.
I hung up and I renewed the same service through the website at the advertised price with no issues.

I don't expect this from Plusnet. this is really upsetting. I joined them because of their advertised good customer service. this was anything but.

Even on service providers with a worse reputation, I would expect to not be offered the best service/prices up front without me asking, I expect a bit of evasiveness, but I would never expect to be blatantly lied to.

Chino

Seems odd that, despite complaining about poor customer service from Plusnet, you still want to continue using it as your ISP.

triade

Well honestly, it hasn't stopped me having a better price and it doesn't change the general quality of the service itself. 

Also, I can't think of any ISP that has a better reputation, I've had much worse experiences with other isps and this may just be an isolated case. this is why I wanted to share and see what other people think .

brewerdave

To be honest, I think you got hold of a totally incompetent person who  doesn't understand broadband rather than a liar! You presumably have fibre - it sounds like he thinks you have ADSL currently and need to upgrade.
I've been with PN for 12 years - I've had a couple of conversations with their CS people which were surreal in their lack of knowledge of their own products. 

triade

you could be right there.  The speed with which i got through was impressive so I guess they have been employing a lot of new staff that aren't necessarily trained to the highest standards.

J_B

We have a business PN a/c - someone signed up to PN and used us as a referral, but we didn't get the credit.

I phoned and was told it would be sorted, but it wasn't

Phoned again and was told the same again.

I raised a complaint and the rep found the call recording and agreed that the C/S bod had lied to me!