Massive disappointment in the service I have so far received since switching to PlusNet.

I contacted Plusnet via website in early January to move from my previous supplier (sky) to PlusNet and selected a switch date of 28th Jan 2015. A few days later I received an email to say my date would be on 4th Feb and I would need to be available in my house for an engineer to visit. I took time off from work to accommodate this.

On 3rd Feb I contacted plusnet to understand why my router had not arrived as my switch was imminent. I was shocked to discover that there was a problem with my order, and plusnet had not kept me informed of this problem. I was told I would not be switching to plusnet on 4th Feb. I had wasted a days holiday due to this lack of communication and was now waiting to hear further.

Later on this day (3rd Feb) I received a text to say my telephone switch would happen on 4th Feb as planned originally and that my router would now be dispatched.

On 4th Feb. my telephone line went dead and I made several calls to understand why. I was told an engineer would again visit my house to resolve the problem; I took more time off work to be available. The engineer visited my property on 9th Feb and found no fault at the property but was able to resolve a problem which was introduced during the switch-over. During this process, however, my broadband line has now stopped working.

Plusnet now admit they cannot provide fibre broadband as contracted and seem unable to maintain control of this situation and keep me informed of the status.

Help desk calls are always long waits (30 mins wait time not unusual) and using the web chat is next to useless.

I'm really disappointed with Plusnet and cannot recommend them.