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    • My perfect cousin
    • By My perfect cousin 29th Dec 17, 5:41 PM
    • 29Posts
    • 1Thanks
    My perfect cousin
    Plusnet broadband swizz - advice welcomed
    • #1
    • 29th Dec 17, 5:41 PM
    Plusnet broadband swizz - advice welcomed 29th Dec 17 at 5:41 PM
    We have had plusnet broadband for several years. Due to the long distance from the box to our house, our bb speed via copper wires is only approx 1MB!

    A couple of months ago plusnet installed fibre along our road. We were told that this would reduce the copper wire run and improve our speeds. It would also give us the option of having fibre (which previously wasn't available to us).

    Our bb speeds havent changed. Plusnet tell us that the only way that we can get better speeds is to buy a fibre connection. They say that we will then get up to 5MB.

    Any advice would be welcomed. I have asked plusnet if they have a policy of requiring all of their loyal customers to pay for their engineering works (in effect). They don't seem particularly interested in keeping us.

    They have also told me that there will be a charge of £50 if we leave (at any time!) I wasn't made aware of this by plusnet when I (foolishly) believed that we would get faster broadband and sorted out an 18 month contract for plusnet bb in the summer of this year.
    Last edited by My perfect cousin; 29-12-2017 at 5:44 PM.
Page 2
    • littleboo
    • By littleboo 1st Jan 18, 5:48 PM
    • 565 Posts
    • 253 Thanks
    littleboo
    Just because nowhere does is say X does not mean one can ASSUME whatever.

    Look it is really simple, infrastructure costs should be averaged out across the nation as they are with other utilities.


    Even if it is not, Plusnet vs consumer, who can afford it most? Who benefits most from happy customer?

    I learnt many years ago for my own company that the culture comes from the top, it is clear what the culture of this company is.

    Reputation is defined by expectation; if you regularly exceed a customer’s expectation you win! Better than trying to FORCE them into contracts that do not work or else pay a fee when it is you that are providing a crap service, then you cannot be surprised when that customer thinks you are crap and tells the world you are crap.

    Consider that Plusnet say on the their ads "well do you proud" or mention”UK call centres” but then make you wait 35 minutes on an 0845 number, then a further 45 minutes only rip you off by not honouring the OFCOM right to quit. This happened to my mother in law, it took 3 long calls and a lot of false promises; they even put in hands of a collection agency for over £900. Finally after MONTHS it was finally credited, but not before causing a huge amount of stress for a lady who has never had a red bill in her life.

    "UK Call Centre" - Expectation, good experience, reality poor and expensive experience, result poor reputation.

    "well do you proud" - Expectation, to be treated honestly and fairly, reality terrible experience, result terrible reputation.

    To be honest I will not deal with a company that still uses 0845, it is effectively a premium rate number compared to 0345.

    Just another example of the "don't give a crap" attitude of Plusnet.

    If they took a more "service opportunity" approach to customer care, that might be a start and might balance all the screw ups, but wait, customercare, that seems to be oxymoronic at Plusnet.

    What got me was how the Plusnet guy told me they had been with them for 6 years and yet pretended he did not know about the OFCOM right to exit a contract when they put the price up, I was there when he told this poor lady that she could not terminate, this despite the fact that we had the email from them and were within the time limit. Each time a stressful call, ages waiting, being tramsferred to wrong team and promises not honoured so further letters and calls.

    So if this person who has been there SIX YEARS is telling people they can't quit you have to wonder, is it a bad training issue or a deliberate ploy by the company to mislead customers. Whichever it is, it is not good for Plusnet.
    Originally posted by Pescur
    So in your world, the OP would have been paying more for all the years they were on ADSL, to subsidise those who were able to get premium products such as FTTC and FTTP. It's not a bad idea, particularly if you're one of the people getting the premium products at a subsidised price. I somehow think though that that people like the OP, or those who are perfectly happy with ADSL speeds, might object to the concept.
    Broadband is a low margin, mass market product, a result of the great British public expecting a service for a few pounds per month. Broadband is not like other utilities, there is only one grade of gas, electricity and water, on the whole they are metered products and the providers are merely providing you a billing service, there is no infrastructure change involved.
    • Robisere
    • By Robisere 1st Jan 18, 5:48 PM
    • 2,279 Posts
    • 3,084 Thanks
    Robisere
    I have the entirely opposite experience of Plusnet. I have FTTC and live in rural Lincolnshire, at the end of a copper line and about 1 Km from the "Superfast" cabinet. I left Sky for more than one reason and went back to Plusnet because I remembered their excellent customer service and English accents on the phone. Plusnet checked and tested my line and promised me a Guaranteed Minimum Linespeed of 13.1 Mbps. When they could not achieve anymore than 10 Mbps, they carried out lengthy tests, all available on the Member Centre of their website. Then they ordered 2x Openreach engineer visits. When this could not fix the problem, Plusnet offered me a choice: -

    *Cancel my 18 month contract (1 month in) Without Penalty.
    *Carry on with the contract and receive a very good reduction in monthly payments.

    After considering the facts that no other ISP would be able to give me more than 10 Mbps, and that I would perhaps be saddled with worse customer service, I took the offer and was pleasantly surprised to find that my download speed had increased to its current stable 11.3 Mbps. Plusnet kept me informed of all the steps they took to try to meet the MGL they promised, all through the process. I think they were very fair in their dealings with me and I have no intention of leaving them.

    I think that there are two posters here who have indulged in Rants, when they should have thought about trying to approach Plusnet with a level head and compromise in mind.
    I think this job really needs
    a much bigger hammer.
    • Colin_Maybe
    • By Colin_Maybe 1st Jan 18, 6:08 PM
    • 2,213 Posts
    • 1,023 Thanks
    Colin_Maybe
    However, this is NOT about the terrible UK infrastucture, this is about Plusnet providing a crap service and being prepared to do a deal to give a customer a better service albeit half of what one can reasonably expect.
    Originally posted by Pescur
    Did Craig Murray run over your puppy? You really need to move on.

    BTW you do realise that the OP has never mentioned whether Plusnet offered a decent deal or not on fibre (in my experience they're always very helpful).

    And what also seems to keep escaping your notice (no doubt due to your frothing at the mouth) is that Plusnet are probably supplying the best service they can over ADSL considering where the OP lives, do you really believe anyone else will give a better speed?
    • iniltous
    • By iniltous 1st Jan 18, 7:04 PM
    • 1,600 Posts
    • 612 Thanks
    iniltous
    Did Craig Murray run over your puppy? You really need to move on.

    BTW you do realise that the OP has never mentioned whether Plusnet offered a decent deal or not on fibre (in my experience they're always very helpful).

    And what also seems to keep escaping your notice (no doubt due to your frothing at the mouth) is that Plusnet are probably supplying the best service they can over ADSL considering where the OP lives, do you really believe anyone else will give a better speed?
    Originally posted by Colin_Maybe
    TBH , it's difficult to know exactly what Pescur's issue is, as they don't accept that line length is relevant ( and presumably believes regardless of if you are 100 metres from the exchange or 6500 metres from the exchange , you should get the same speed from ADSL2+ ) and if you don't get what he or she deems as a 'not crap' speed , or if an improvement can be obtained by being moved from ADSL to VDSL (FTTC) then that upgrade should be offered for no extra cost as a gesture of good will.
    It's difficult to have a reasoned discussion with someone who won't accept basic facts
    Last edited by iniltous; 01-01-2018 at 7:08 PM.
    • Ian011
    • By Ian011 5th Jan 18, 4:53 PM
    • 2,014 Posts
    • 1,177 Thanks
    Ian011
    Consider that Plusnet say on the their ads "we'll do you proud" or mention”UK call centres” but then make you wait 35 minutes on an 0845 number, ...
    Originally posted by Pescur
    Regulations introduced by BIS on 13 June 2014 have banned the use of premium rate 084, 087 or 09 numbers for after-sales customer service lines. The regulations also require such illegal call charges to be refunded.

    To be honest I will not deal with a company that still uses 0845, it is effectively a premium rate number compared to 0345. Just another example of the "don't give a crap" attitude of Plusnet.
    Originally posted by Pescur
    All 084, 087, 09 and 118 numbers are premium rate. The premium is the additional Service Charge. If Plusnet fails to refund the call charges you can complain to the Citizen's Advice national Consumer Helpline on 0345 404 0506.
    • Colin_Maybe
    • By Colin_Maybe 6th Jan 18, 10:15 AM
    • 2,213 Posts
    • 1,023 Thanks
    Colin_Maybe
    Regulations introduced by BIS on 13 June 2014 have banned the use of premium rate 084, 087 or 09 numbers for after-sales customer service lines. The regulations also require such illegal call charges to be refunded.


    All 084, 087, 09 and 118 numbers are premium rate. The premium is the additional Service Charge. If Plusnet fails to refund the call charges you can complain to the Citizen's Advice national Consumer Helpline on 0345 404 0506.
    Originally posted by Ian011
    Plusnets helpline number for broadband is an 0800 number (0800 432 0200). Or at least it is now.

    @Pescur I suspect is just making it up as he goes.

    Edit: I just had a quick Google (ooh err matron) and Plusnet introduced their 0800 number in Aug 2011 to replace the 0845 one. Talk subscribers at the time could call the 0845 one for free previously (lo-call number for all others). They also added a 0345 number in Oct 2011 for mobile users as not all suppliers counted them as free at the time, this gave people another option if their landline was out or they were out of the house entirely.

    https://community.plus.net/t5/Plusnet-Blogs/Plusnet-launches-freephone-support-number/ba-p/1319460

    https://community.plus.net/t5/Plusnet-Blogs/Plusnet-launches-0345-support-number/ba-p/1319607
    Last edited by Colin_Maybe; 06-01-2018 at 10:27 AM.
    • kwikbreaks
    • By kwikbreaks 6th Jan 18, 10:47 AM
    • 8,887 Posts
    • 4,443 Thanks
    kwikbreaks
    I think the OP should be taking this scandal up with the estate agent who sold them this house. They have far more control over broadband speeds than ISPs do and should be roundly castigated for offering this substandard property.
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