Opinions on PlusNet needed

christineweller

I'm assessing internet providers...Which? like PlusNet because they give good customer satifaction. Does anyone have any comments on them?

Stink_Pod

Best customer service I have ever experienced from any IT provider. I've been with them for 2 years and have had 1 or 2 lapses in service - due to BT problems not theirs. They've dealt with enquiries quickly and efficiently. Highly recommended.

If you do go to them you could add my user name as a refer too - I get 50p off when you join up. PM if you don't mind adding it if you sign up :beer:

GreenB_2

I Used them for 2 years and was ok. Their customer was support was good and is not a stupid 09 or 0870 number so is cheap.

Been using Freedomn to surf for last 2 years with no problems at all and no downtime - ever - that I have found..... however just moved house and am going back to plusnet as F2S's prices are way out!

TheChillPill

I recently switched away from them because I found them grossly incompetent. If you follow the plusnet support groups (not sure if they are available to non-subscribers though), you see alot of the support people arguing among themselves about whether they offer certain services, or whether the advice they give is accurate etc.

Over the last 12 months, I received a number of emails from them, followed a few days later by emails along the lines of 'we changed our mind now'.

The service itself isn't too bad, only had a few lapses, as 'Stink Pod' says, those were down to BT. Bare in mind however, there are cheaper providers out there now - and unless you are going for the unlimited package, they work out much more expensive than most others.

Finally, if you sign up for free, you are tied to them for 5 years, which they don't make totally clear.

Again, service is ok, but be wary of them moving the goalposts.

pinkonion

TheChillPill wrote:

Finally, if you sign up for free, you are tied to them for 5 years, which they don't make totally clear.
QUOTE]

Not true! If you sign up for free (free equipment and/or connection) and you leave before the 5th anniversary they'll reclaim some of the cost of the free equipment back from you. It works out at £11.75 or £16.75 depending on whether you had both free for each year till you reach 5 years.

So if you left after 4 years you'd be charged £11.75 or £16.75, after 3 years £23.50 or £33.50 etc etc.

I find plus very good and have been with them for almost 2 years now! :T

TheChillPill

Yes, you are correct - I should have phrased that point better.

Although, it is still a bit of a dodgy tactic in my view - most ISPs tie you in to 12 months without penalty, and still offer free connection/equipment.

Smokey2005

I have been with them for 3 years. In that time my internet has gone down twice for a period of no more than a few hours.. so down time for me was 2 out of maybe a thousand times ive gone on.

There customer service i have always found excellent.

JohalaReewi

Have been with Plusnet Broadband for over 2 years and the speed is great and reliability is great and the extra features are great (webspace, newsgroups, cgi services, webstats, etc.). Customer services is an 0845 number and is 24/7 - or you can use their web system and discussion forums. Although I have found customer service staff to be variable. Depends on who you get. Their recent fair use policy was a bit of a shambles leaving customers confused as to what was going on but overall, I am very happy with Plusnet. They also operate a referrals scheme !!

asot

I would join the various other people in this thread in recommending Plusnet. They offer excellent customer service - better than any other ISP I know of. As far as I know there customer service is all located within the UK so no going through reading scripts with someone in India. They are reasonably cheap but not the cheapest however I strongly believe it is worth spending a little extra for good support and reliable connections.

There has been mention in this thread of them changing their minds on policies, and far from this being a bad thing I would say it was a good thing. It shows that they are prepared to listen rather than just pressing on with a policy which isn't for the best just to save face.

If you want to be nice then get someone to refer you as they will get money off their bill (25/50p per month) and it costs you nothing.

Looking at ISPs more generally try https://www.adslguide.org.uk which benchmarks ISPs on customer service, speed, reliability. Also try https://www.ispreview.co.uk which has reviews on ISPs and discussions in their dedicated forums.

danmanchester

christineweller wrote:

I'm assessing internet providers...Which? like PlusNet because they give good customer satifaction. Does anyone have any comments on them?

I moved to Plusnet from Pipex earlier this month, was expecting a predicted "7 to 10 day delay" in my service being activated - as it turned out my Pipex service terminated on the 10th and Plusnet kicked in on the 12th! :money:
That was probably more down to BT being unbelievably quick flicking the switch so to speak! Anyway so far so good not encountered any problems at all, was kept informed by email every step of the way from line testing to activation and "going live".

empfun

PlusNet have a very good customer support and service. Speed and reliability have been top notch. But their pricing is not very competitive, I would say they're in the middle rank when it comes to pricing. They definitely fall in the category of you get what you pay for.