It might have gone unnoticed but I have switched 3 accounts to Plusnet in one go and I must say the level of unprofessionalism that I have experienced with this provider was unprecedented. My phone line & broadband accounts are business, in 3 different parts of London, connecting to each other with the server installed on one of them requiring constant access.
On account 1 the engineer switched the phone line over but forgot to install the bt openreach modem without which the plusnet router does not work... fixing this took speaking to 3 different agents who would all give me completely different answers and loads of stress because other members could not access the server all day. The modem was installed next morning by another bt openreach engineer. This however was just the beginning of our problems... Plusnet issued a new phone line number on account 1, they have not bothered to cancel this account with the previous provider and we were billed for another month by both. Neither takes the responsibility.
I tried preventing potential modem installation problem on account 2 that was scheduled next day after account 1. I have explained to yet another agent what happened with account 1 and they have assured me that the engineer will have the bt openreach modem with themselves when dealing with account 2. Guess what, the engineer did not turn up at all. Fixing this took 48 hours, loads of time on the phone with plusnet and loads of nerves.
Account 3 was the simplest to switch because it was the same 17mb speed as before and it only required to overtake the phone line by the provider. Trying to prevent any unforeseen disaster, I specifically asked the agent to do the switch on a Thursday, when this account was not in use. Plusnet decided to do it on a Friday instead. So, on the day, the phone line went dead for a whole day. Plusnet senior shift agent told me there was nothing they could do and that our phone line would be active by midnight. Well, it was Tuesday next week before the phone line was working. Again this took loads of time on the phone with a few different agents, a lot of stress and the whole switch over did not feel like a welcome experience.
It has been 1 month since we are with Plusnet... we have frequent dropouts on all of 3 accounts that keep paralysing our work. The speed on one of the accounts is 38mb while 78mb was promised and despite 2 separate engineers have confirmed that the speed up to the phone socket at the premises was 80mb. there is a problem with the interface of routers on all 3 accounts: it takes some 30 seconds to open any configuration page on it even if connected by the cable.
I do not feel like trying to sort any of the existing problems with Plusnet. I only regret that I signed up with them and I will simply change the provider by the end of contract.