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Plusnet - no plusses here!

I started to swap to plusnet in April (23rd).

1. First off there was a delay in getting by line sorted - fair enough everyone has problems. 2.Then I wasn't contacted for ages about any appointments despite giving them options 3. The engineer couldn't complete and needed an extra appointment - that was missed (by the engineer) and then another made which customer services insisted was the afternoon but which the broadband provisioning dept said was the morning. 4. The line eventually went in (7th June) but the old providers said they had a different date to plusnet as to when they were going to hand the number over - this was a small diversion -I got the line and number. Right so that took 6 weeks from April, but I had a line and now I had no broadband...having given my old provider notice. ( I did plan an overlap time - i.e. waited 2 weeks before giving notice so I wasn't without broadband but that wasn't enough) 5. I now knew I had to wait 2 weeks until I got broadband and went away. I came back on 27th June set up my new router got and adsl light and went ahead - my broadband connection lasted a day. I phone plusnet they said my broadband wasn't on yet I must have connected to someone else .I'm an IT professional I know where I'm connected but anything for a quiet life .. they said they'd switch it on. 7. Another call - it still didn't work. The engineer said 'oh dear looking at the log - it's been connecting and dropping since 27th. 8.He raised a ticket I did all the checks 9. BT did the checks 10. Guess what - the problem must be mine they say. - so I've replaced the router and plusnet are threatening that if they come out and there is a hardware problem there will be a £140 charge. I think there's a small step to 'no problem on our line' becoming 'it must be your hardware'. I reckon I'll just have to cancel and go back to Virgin or on to BT - so that my line and service come from one place. A pity really they sounded like a good deal.........
 
It sounds like another classic example of "pass-the-buck" for responsibility between an ISP and BT Openreach. Ironically PlusNet are themselves owned by BT and use the BT platform, although they are managed separately from the incumbent. I suspect that most of the problem relates to BT's side of the equation though.
 
I have heard some horror stories coming out about Openreach at present would seem the cull on engineers is now showing up in the standard of work they do.
 
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Hi there,

Really sorry to hear you've been having problems! It's certainly disappointing to read the series of events you've chronicled :(

I started to swap to plusnet in April (23rd).
1. First off there was a delay in getting by line sorted - fair enough everyone has problems.

2.Then I wasn't contacted for ages about any appointments despite giving them options

3. The engineer couldn't complete and needed an extra appointment - that was missed (by the engineer) and then another made which customer services insisted was the afternoon but which the broadband provisioning dept said was the morning.

4. The line eventually went in (7th June) but the old providers said they had a different date to plusnet as to when they were going to hand the number over - this was a small diversion -I got the line and number. Right so that took 6 weeks from April, but I had a line and now I had no broadband...having given my old provider notice. ( I did plan an overlap time - i.e. waited 2 weeks before giving notice so I wasn't without broadband but that wasn't enough)

5. I now knew I had to wait 2 weeks until I got broadband and went away. I came back on 27th June set up my new router got and adsl light and went ahead - my broadband connection lasted a day. I phone plusnet they said my broadband wasn't on yet I must have connected to someone else .I'm an IT professional I know where I'm connected but anything for a quiet life .. they said they'd switch it on.

I'm sorry for the troubles you experienced getting things (partially) up and running. Whilst there isn't a great deal I can do about this now I'd be happy to look at offering something in the way of recompense for all of the hassle?

7. Another call - it still didn't work. The engineer said 'oh dear looking at the log - it's been connecting and dropping since 27th.

8.He raised a ticket I did all the checks

9. BT did the checks

10. Guess what - the problem must be mine they say. - so I've replaced the router and plusnet are threatening that if they come out and there is a hardware problem there will be a £140 charge.

By the sound of things, the remote testing both us and BT Wholesale are capable of carrying out hasn't identified an obvious fault with your physical broadband circuit. That's not to say there isn't one though. I'm sorry if you get the impression you're being threatened but we do have to make *everybody* aware of the abortive engineer fees before dispatching somebody to your premises.

I think there's a small step to 'no problem on our line' becoming 'it must be your hardware'.

It's the next logical step in a lot of cases. If we can't identify a problem, BT Wholesale can't identify a problem, and after completing the initial diagnostic and cabling/filtering checks you can't identify a problem, then it makes sense to rule out hardware as the next potential cause. It also helps eliminate the potential for those nasty engineer charges!

I reckon I'll just have to cancel and go back to Virgin or on to BT - so that my line and service come from one place. A pity really they sounded like a good deal.........

Virgin use cable so that would probably fix your problem. BT though use the same broadband technology as us though so the fault would probably follow you.

If you're able to provide me with your username or a recent support ticket reference then would you be willing to give me an opportunity to help? Hopefully it's not too late for us to get things fixed for you once and for all.

I could also look at seeing if there's any recompense I can provide for the problems getting you set up in the first place.

Best regards,
 
Hi Bob - sent you some details - the BT engineer phoned me a little while ago. Yesterday Plusnet told me to have someone at home in the afternoon. The engineer was told it was a morning slot. I hope he goes back as my mother rushes across town to try and catch him...............
 
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