Plusnet are appalling.

busted_2

I really do think that this site needs to be made aware of the awful behaviour of Plusnet. I have tried to get in touch with them over and over again but they simply won't let you contact them other than by telephone. I am autistic and I don't like telephones. They are aware of this, it is in my notes. Yet they still won't allow you to email them or raise a ticket. Well I had enough and moved to John Lewis, but guess what! John Lewis broadband is Plusnet! Today I tried to complain after Plusnet kept badgering me for a payment, despite me no longer being with them. I had to ask someone to ring for me. This alone was humiliating. Anyway, I raised a complaint, only to find out online that they closed the complaint a minute after it was raised, and I could do or say nothing about it. I have tried to summarise the dreadful 18 months I was with Plusnet, but I am sure it hasn't done the episode justice.

HonestJohn

I am with Plusnet and have had no problems. They have a very helpful forum.

elsien

You can direct message them via Twitter if you’re not able to use the phone. 

MILLIEMOGS

Hardly makes them appalling, there are other ways to contact them. Not sure why you think you can't email as their website provides an email address, which I used only last week, the option for raising a ticket online is there too.

As a previous poster has said their forum is really helpful. I have been with both Plusnet and John Lewis Broadband on and off for years. I too have difficulty using the phone, but found their staff to be some of the nicest. However, I generally use the forum and get my issues sorted that way. 

The only issues I have with Plusnet is that anything relating to billing issues can take time to sort but always gets sorted in the end.

I don't understand why people are surprised that Plusnet and John Lewis Broadband are the same company as the first thing the John Lewis page says is John Lewis Broadband is operated by Plusnet.

Langtang

Been with Plusnet since 2004, brilliant. Online tickets are simple and responded too quickly. 

FinancialIdiot

MILLIEMOGS said:

Hardly makes them appalling, there are other ways to contact them. Not sure why you think you can't email as their website provides an email address, which I used only last week, the option for raising a ticket online is there too.

Could you share the email address as I must admit I'm struggling to find it on their Website (and I want to email them)? Thanks.

elsien

The email seems to be just for mobile customers, as far as I can see. 

gsmh

I joined Plusnet in April but there was a problem where my previous supplier, EE, had left a pending order outstanding on the Openreach system. EE couldn't see it but Plusnet were told by Openreach that a new order could not be placed. Plusnet gave me the Openreach reference which I passed on the EE who were now able to see the spurious order. To cut a long story short, Plusnet agreed to push the order forward by ordering a new line and waiving the extra charge. At every stage it was a real pleasure to be able to talk directly to knowledgeable people at Plusnet. When the day came for the new line installation, the Openreach engineer had a quick look at the master socket in my house and agreed with my request to simply switch the new line to the existing cables. Within a couple of hours I was up and running. Plusnet gave me compensation for the problems I had had - even though it was absolutely not their fault.

To be able to call and get through within a couple of minutes to friendly people who know what they're doing (they are based in Sheffield!) and who take ownership of your issue is simply fantastic. I couldn't praise Plusnet more highly.

I have also moved to Plusnet Mobile and have had the same excellent service.

brewerdave

Just finished renegotiating my broadband and line rental with Plusnet. Got straight thru to Retentions, spent ~ 15 minutes on the call and ended up with a deal for FTTC/Line rental for 18 months ,which comes out slightly cheaper than the  price I was paying for "standard" ADSL plus annual line rental for the past two years.
The Customer services agent was polite and pleasant throughout and made an effort to ensure I understood all the wrinkles of the new arrangement. Even added on "free" Weekend and Evening calls when I pointed out that I had them with annual line rental previously. The new Hub One router has already arrived the day after the call !!
On this experience looks like PN have upped their game following a couple of years of poor Customer Services.

The_Hawk

I've recently left Plusnet and I was not impressed with their (lack of) customer service and issues with their lack of email.

After the loss of some of their TV channels, I decided to move my broadband, home phone and TV package elsewhere at the earliest opportunity. The opportunity came a bit earlier than expected when I received an email from them which, amongst various new offers, included the line that, if I chose to leave them, I could terminate my existing contract without incurring any early termination fees. So I did.

Of course, they then charged me early termination fees. When I queried this, they first said they had no record of the email waiving the early tremination fees. When I offered to forward the said email  back to them, they told me I wasn't allowed to email them. When I eventually persuaded them that their original email existed, they then said it didn't count as it was a "marketing email" and they had the right to ignore it.

Eventually, they finally agreed that I was owed a refund. Several weeks later, with no refund in sight, I got back in touch with them. They claimed to have no record of a vaild reason for the refund promise, so it had been stopped, so I had go through the whole process again. And again and again. It was only on the 4th occasion, as they wanted to start the whole process yet again, that I said stop, forget it, I'll go to the Ombudsman. That did the trick and a few days later the refund cheque arrived.

Oh, and my broadband speed has increased significantly with my new provider, so they weren't much good with that either.

One thing's for certain, I won't be going back to Plusnet (or John Lewis, whilst they use Plusnet).

Yorkshire_Pud

The_Hawk said:

I've recently left Plusnet and I was not impressed with their (lack of) customer service and issues with their lack of email.

After the loss of some of their TV channels, I decided to move my broadband, home phone and TV package elsewhere at the earliest opportunity. The opportunity came a bit earlier than expected when I received an email from them which, amongst various new offers, included the line that, if I chose to leave them, I could terminate my existing contract without incurring any early termination fees. So I did.

Of course, they then charged me early termination fees. When I queried this, they first said they had no record of the email waiving the early tremination fees. When I offered to forward the said email  back to them, they told me I wasn't allowed to email them. When I eventually persuaded them that their original email existed, they then said it didn't count as it was a "marketing email" and they had the right to ignore it.

Eventually, they finally agreed that I was owed a refund. Several weeks later, with no refund in sight, I got back in touch with them. They claimed to have no record of a vaild reason for the refund promise, so it had been stopped, so I had go through the whole process again. And again and again. It was only on the 4th occasion, as they wanted to start the whole process yet again, that I said stop, forget it, I'll go to the Ombudsman. That did the trick and a few days later the refund cheque arrived.

Oh, and my broadband speed has increased significantly with my new provider, so they weren't much good with that either.

One thing's for certain, I won't be going back to Plusnet (or John Lewis, whilst they use Plusnet).

I’ve just received that email stating I can leave before the end of my contract in two months time WITHOUT EARLY TERMINATION FEES (my capitals). This is not in the contract terms and your experience shows that surprise they do levy ETC! So what to do/believe?
ADDENDUM I now read this as you can leave your plusnet fixed contract early without ETC as long as you CONTINUE TO BE A PLUSNET CUSTOMER. Yes that’s it tricky so and so’s.

Since my contract began I’ve had numerous interruptions of service and for the last six months have become resigned to broadband dropping several times a day. I just gave up and no longer bother to phone them.

My device seems to find the neighbours talk talk broadband preferable as it shows a stronger signal lol. Password protected but shows more bar strength. 

Perhaps my device is seeking out the best WiFi signal and it’s not the one I’m contracted for. Or it’s just a crap router. Or crap adsl line. One of their solutions on several occasions, sell sell sell, was for me to upgrade to fibre at increased cost rather than them try to give me a better and technically achievable service that works on the contract I signed up for. That would also have meant a new 18month contract complete with the cpi plus 3.9% price rises built in, yet another way to make you pay more within contract for nothing back.

It always took a long time to get through to their technical department. I will say they were always helpful and did their best to get my service working but it all seems to no avail. They can only provide what they have and it’s not good enough.

As above if you make a complaint and get a reference number the complaint then disappears and you never hear another thing.
Its been ten months of easily the worst broadband I’ve had from about five providers and this is the only one with daily dropouts of service. In fact all the others were OK.

So I don’t intend to renew with plusnet. Why would I!?