I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.

Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!

I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.

As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.

I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.

Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.

At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.

Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.

When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).

At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!

I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!

Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!