Super Complaint against ISPs

Rob_Wills

I have had supply from most of the "leading" ISPs and they are all "at it" in various ways.

@MSE_Martin @MSE_Chris need to look into the complaints over the years and put together a long list of how the ISPs try and mostly succeed at #ripoff of the consumer.

As an example: 
I was wrongly disconnected by Shell energy broadband in March and have been overcharged but offered just £25 as compensation.  They have the cheek to try and bill me for service in June / July that they are not supplying, I left them in June 2021.  Pathetic attempt at fraud.

I switched to Plusnet in June through an MSE deal and now THEY are trying to overcharge monthly line rental and broadband despite taking my first payment at the correct amount.  Their advertised download speed is a "con" as they supply 3.6 Mbps NOT 10 as advertised.

The regulators / ombudsman services are a waste of space as they are financed by the industry, mainly BT. 

Neil_Jones

Rob_Wills said:

I have had supply from most of the "leading" ISPs and they are all "at it" in various ways.

@MSE_Martin @MSE_Chris need to look into the complaints over the years and put together a long list of how the ISPs try and mostly succeed at #ripoff of the consumer.

As an example: 
I was wrongly disconnected by Shell energy broadband in March and have been overcharged but offered just £25 as compensation.  They have the cheek to try and bill me for service in June / July that they are not supplying, I left them in June 2021.  Pathetic attempt at fraud.

I switched to Plusnet in June through an MSE deal and now THEY are trying to overcharge monthly line rental and broadband despite taking my first payment at the correct amount.  Their advertised download speed is a "con" as they supply 3.6 Mbps NOT 10 as advertised.

The regulators / ombudsman services are a waste of space as they are financed by the industry, mainly BT. 

First of all Martin Lewis these days has nothing to do with the site's day to day or the forum, as it was sold back in 2012:

https://www.bbc.co.uk/news/business-18295587

Second of all the payment thing usually occurs because you always pay in advance so if you left in June but your billing period ran into July, that's often why that happens.

Billing issues aren't uncommon at Plusnet so if your deal was applied by phone it'll almost certainly forget about it so badger them to correct it.  The download speeds for all providers are "up to" speeds, doesn't mean you'll get 10Mbps, depends on the quality of the line.

Re: the ombudsman, Ofcom is funded by everybody they regulate, not just BT with occasional input from government for certain projects.  The Ombudsman Service is funded by the industry, yes, but otherwise it would have to be funded out of general taxation

wongataa

Rob_Wills said:

Their advertised download speed is a "con" as they supply 3.6 Mbps NOT 10 as advertised.

The regulators / ombudsman services are a waste of space as they are financed by the industry, mainly BT. 

The speed that you get is different for every user as it depends on the line length and quality.  You may not get as fast as the advertised speeds or you may get a faster speed.  All it is is an indication.

The speed that matters is the minimum speed you get from the ISP when you sign up as that is the minimum speed you should get from your connection.  If your speed is below that then complain.  Note that the speed needs to be measured at the router/via a computer plugged into the router via a network cable.  Speeds vis Wi-Fi will not be guaranteed as there are man things outside of the ISP's control that can affect Wi-Fi connections.

Rob_Wills

My connection with ISPs other than Plusnet, through a home phone line, has been 35+ Mbps download and 7+ upload, using both network cable and wifi, so there is no question that my connection cannot handle Plusnet's speeds. 

For individual use 10 Mbps and 3+ upload is more than adequate but 3.6  and 0.3 upload are too low and cause problems.

I have been informed by Plusnet that they don't have to adhere to any terms and conditions re speeds and they can increase prices when they want to.  This makes a mockery of contracts, hence the need for a "Super Complaint".

The Purecard thing also has problems and cannot be activated,  Plusnet are not interested in helping.

AVOID PLUSNET.

[Deleted User]

Rob_Wills said:

My connection with ISPs other than Plusnet, through a home phone line, has been 35+ Mbps download and 7+ upload, using both network cable and wifi, so there is no question that my connection cannot handle Plusnet's speeds. 

For individual use 10 Mbps and 3+ upload is more than adequate but 3.6  and 0.3 upload are too low and cause problems.

I have been informed by Plusnet that they don't have to adhere to any terms and conditions re speeds and they can increase prices when they want to.  This makes a mockery of contracts, hence the need for a "Super Complaint".

The Purecard thing also has problems and cannot be activated,  Plusnet are not interested in helping.

AVOID PLUSNET.

Which ISPs do you intend to include in your super complaint? I ask because I have over the past 10 years been very happy with both Zen and AAISP. Their contracts have always been very clear; speeds have been in line with the predictions for my line, and their billing and support excellent. Perhaps it is a case of you get what you pay for.

Rob_Wills

That is for MSE to decide.  I would base it on the amount of complaints in this forum. 
I don't have personal experience of the two mentioned by Dolar.

Rob_Wills

 WARNING  

"Cheapest broadband & line in 18mths + GOOD service. Apply via this Plusnet link and you pay £18.95/mth over the 12mth contract. You're also AUTOMATICALLY sent a £75 prepaid Mastercard (almost as good as cash) within 45 days - factor that in, and the equivalent cost is £12.70/mth"

This latest "deal" misrepresents the true costs:

1.  The prices are subject to increases immediately on signing up - CPI + 3.9% and again in March 2022 - a clear breach of advertised costs.

2. The customer MUST have a mobile telephone to access the credit card website to obtain a pin number.

3. Customer service is very bad as Plusnet rely on the knowledge that very few people have the resources to take legal action against them and the Ombudsman is financed mainly by BT so usually finds, ignoring the facts, in favour of Plusnet.

Neil_Jones

1) Where does it say anywhere on the Plusnet page about an immediate 3.9% increase?  The March 2022 one is mentioned.

2) Where does it say anywhere on the Plusnet card T&Cs about mobile telephones accessing websites?  It mentions an app, yes, but also says you can go to the website.  There is no mention of anything that says this website has to be done on a mobile phone.

3) Customer service is not always "very bad".  Only in your experience.  Obviously your want to issue a "super complaint" clearly doesn't have anybody else's interest.

Rob_Wills

Clearly you work for BT / Plusnet.

neilmcl

Rob_Wills said:

Clearly you work for BT / Plusnet.

How expected 🤣

cajef

I have been with Plusnet since 2006 and have never had any major problems with them, a couple of minor problems in the past which were sorted out without any major delays by their staff, I was lucky enough to get onto their FTTP trial in 2014 and have had FTTP ever since as when the trial finished people that were on it were allows to stay on FTTP, since being on it I have had a rock solid faultless 80/20 connection.

Sorry to disappoint the OP but like all ISP's some people have problems with them others do not and I am in the last category, of course this post must makes me an obvious employee of Plusnet.