plusnet

northernstar007

hi all looking for some advice
i am thinking of changing from EE fibre max -76mb to plusnet
i was with plusnet 18 mths ago on the same fibre and had no probs for 2 yrs. i just changed for a better deal with ee
now my contract is about up and offered again a better deal back with plusnet that ee cant match, my question is have plusnet went down hill since i left 
i know both co use the same bt network so nothing should change imo, but reading the reviews online everyone is saying stay away, can anyone shine some light on 1st had experience on this, oh and this maybe a warning, i did  order it online lastnight set for a changeover on the 23rd and a email came back this morning saying i am all set for the 12th hmmmm im still in contract till the 23rd, shall i cancel or what

cheers for any advice

Neil_Jones

All BT line providers use the same network.  The only difference is the price you pay and who you pay it to, no different really to energy.

If your contract ends on the 23rd (presume you mean October) and your switch is going to happen on the 12th, you will be charged 2 weeks worth of exit fees from EE as per your terms and conditions, there is no "switching window" like you see in energy.  But that's only going to be two weeks worth of fees, and if you're saving more than the cost of that then it may be worth swallowing.

Plusnet is owned by BT but run at arms length.  They can and quite often do undercut their parent company price wise.  No problems from my end, no problems from my parents end and no problems AFAIK from a relative also with the provider.  You should always take online reviews with a pinch of salt as more often than not you will read bad reviews than good.

northernstar007

thanks for that neil, good read 
i have been with them for a cpl of years and no probs, i`m going to see if they can push the date back, as you said i will be staying on the same network at the greenbox in the street etc, will let you know what they say

teddysmum

I had no problems this term, until I received my bill for the next month, which spans the end of my current offer. They split the bill just like power providers split when a price changes, but they really messed up on the current offer left to run, as for 19 days they charged more than the cost of a whole month. I'm in the process of sorting, as the last person I spoke to didn't understand and my call was cut.

northernstar007

ive called plusnet (after waiting over 30mins in a que) and they have put the date back to the date requested
will let you all know how the my changeover goes, everything "should" remain the same as in u/dl speeds

chubsta

I can certainly recommend them, I have found their customer service to be excellent - came back from holiday on a Friday to find my fibre had low speeds and lots of disconnects, left it a night to see if it got better, which it didn't so raised a support ticket on the Saturday morning. Received a call to my mobile at Saturday lunchtime saying they had run some tests and it would need an open reach engineer to visit, they were able to book this in for the Monday morning. Monday morning the OR guy arrives, did some tests, found a fault on the line and discovered rusty terminals at the base of a pole, so replaced them. My connection was then fine for a week until it started happening again any which point the Plusnet support contacted me again as they had been monitoring the fault and have booked me an OR engineer visit again, this time for next Wednesday but I could have had it within two days if I had been available.

In these days where every attempt to contact a company seems to result in being told that they have no-one to take the call because of Covid I have been incredibly impressed with Plusnet, not just because they respond quickly, but as with the second fault thy actually identified it themselves - great stuff!

teddysmum

Service is poor now. My bill is a mess  and the person I spoke to had the call ended, while he was 'looking at it' and he didn't call back, (My calling would have linked to another person). Usually helpful staff have been on the forums, but not answered mine or a number of other messages and retentions have a message saying they cannot connect you.

Neil_Jones

Hmm, I managed to speak to retentions no problem on Friday (had to wait, but was able to speak to them), and also straight through the previous Sunday...