ISP Reviews by djs596

I moved to Plusnet from my previous LLU ISP with the aim of savin money as Plusnet offers lucrative deals like 3 months free to attract new customers.
I signed up after getting a MAC from my previous supplier and was connected a few days later.

However, we had forgotten to enter the 3 month offer code when ordering, so phoned up to get that put onto the account. We were told that it had been added and was fine.

Turns out it hadn't and so had to phone them up again.

Now, a few "benchmarks" from the previous ISP for comparison:
~15.6mbps download, ~19ms ping

With Plusnet, throughout the 10 day training period, and quite a while afterwards too, the connection mysteriously dropped virtually everyday, despite achieveing weeks of solid uptime from the previous ISP.

After waiting for the 10 day training period I tested on speedtest.net and got ~12mbps and ~35ms ping. Phoning was almost no help- although the Plusnet staff are fairly pleasant, they insisted that the telephone line was at fault and assured that the line wouldn't be able to exceed about 12mbps, despite attempting to tell them about the LLU. They couldn't really explain the cause of the dropped connections either.

After a few weeks of dropped connections and slower speeds I decided to just request a MAC code and move back to the old provider- you obviously do get what you pay for.

After waiting 20 minutes on the phone and requesting a MAC we were told that we would have to wait up to 5 days. What do you know, exactly 5 days later (the maximum allowed) we received the MAC and moved off Plusnet and back to the old ISP.

Would have thought the troubles would end there, but no, it is never that easy!

Started receiving automated emails saying that next monthly payment could not be taken and to enter valid payment details or risk service suspension (I had removed the direct debit as this issue has happened before with other ISPs). So, phoned up again only to be told to phone up a non- free billing number to fix their error! Eventually managed to get through and they apologised and stopped the service.

To their credit the support staff you phone up were normally polite and efficient, however they are let down by the service as a whole which really leaves something to be desired.