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PlusNet recent experience ... beware

Any similar experiences with Plusnet


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Hi folks, I have been with PlusNet since 2003 on their value deal only broadband with 10 day notice to quit, no extras. Some months ago I notified them that they were behind the competition in price and was fed up paying £17.99 for limited downloads. They took no notice and told me my deal was the cheapest. I then recently changed to another ISP paying £6.50 for unlimited broadband. That was the start of my troubles with PlusNet. Both PlusNet and the new ISP agreed on the "transparent" switch-over date, so all well and good. Suddenly, 11 days before switch-over I got several emails from PlusNet telling me my email address and alias had been deleted !. I could not believe this shoddy customer service, a unilateral action without warning that cost me dearly, I also could not login to complain as my logon details had been taken off. Worst was to come. 7 days before switch-over my internet connection disappeared. That took the biscuit ! All this caused interruptions to my work and comms and prompted many wasteful calls including testing my equipment, involving BT to test the line, all was found to be ok. The service was then restored after many calls back and forth and tests proving positive but with a dynamic IP address, I had lost my fixed IP address and my Plusnet email address could not be restored, I had to tell my contacts that I had not disappeared or been run over by a bus, it was my ISP that had an attack of shoddy customer service and tantrum. Up to switch-over date, the service was connected and disconnected at random prompting additional calls and hassle for me. The last 4 days before switch-over date I was left high and dry with no service at all. I complained to the MD by letter explaining the damage they had caused as I work for myself and had to communicate with other means that cost me money. In response, I received a lone cheque in the post for £1.73 without any explanation, I assume for the days I was without service, NO APOLOGY whatsoever. I thought I should publish this shoddy customer service, and I am glad I voted with my feet when I did, good riddance. This is now history, but if I treated my customers with this indifference I would not be in business too long, it was not a glitch, human error or faulty line, etc. It was done purposely. For me and for all my contacts PlusNet has now become PlusNOT !. I will not waste my time approaching the regulator about the expected "transparent" switch-over and possible remedies, as OFCOM is a toothless tiger on these issues. I'd be interested to know if someone else had a similar experience with this shoddy company when walking away from them. Any comments welcomed.
 
Ouch that sounds like quite a screw-up, although downtime and problems like that can sometimes occur when switching ISP. If you feel as if PlusNet still owe you a bigger refund then it's best to follow the official procedures that, if unresolved, can eventually follow through to an ADR complaints scheme.

http://www.ispreview.co.uk/new/complain/official_isp_complaints_handlers.php

PS - You can place a slimmed down review and rating of PlusNet here.

http://www.ispreview.co.uk/review/products/244.html
 
Hi there,

Really sorry you were caused such inconvenience.

Having said that, I'm confident we wouldn't have purposely made your life difficult. We'd have nothing whatsoever to gain from doing so. It costs us money as well each time you call to speak to us and we'd much rather we didn't give you unnecessary cause to do that, whether you're about to leave or not.

I'm a tad miffed that you were told we cannot offer a service cheaper than £17.99pcm. We offer Unlimited ADSL packages from £9.99 (even cheaper where new customer promotions are concerned) :confused:

I can only assume you're not in one of our low cost areas and don't have your phone service with us? Even so, we should still have been able to offer something.

Regarding the disruption during the switchover, I can't really comment without knowing all the details. If you fancy messaging me with your old account username then I'll happily take a look and see if I can do anything to minimise the potential for this sort of thing to happen in future. I'd also like to see what happened with the complaint you say you made.

Anyway, sorry to have let you down and all the best with your new ISP.

Best regards,
 
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Joined Plusnet Late March purchasing unlimited download. Asked for speedcheck and was told 4 -6Mbps, average 5Mbps. Within 3 days received message from Plusnet saying Line had settled and my speed was 6.2Mbps. Two days later, reading my email pages seemed very slow loading. Ran a speed check and found speed was down to 1Mbps. Informed Plusnet and was told I had a line fault and engineer would be sent to check, engineer came and checked finding no fault. Back to Plusnet who advised to change from my wireless setup to cable connection, still same. Changed modem, no change. Line speeds could vary, in one hour I had speeds varying between 634Kbps to 5.0Kbps. After nearly two months, eight line engineers (all pronounced my line had no fault) two attempts to cancel without charges, I approached Trading standards who advised me to give fourteen days notice in writing and stop payments. I stopped all payments and within three days was contacted by Plusnet who allowed me to leave with no penalties. Since had emails from Plusnet saying if I decide not to leave they will try to fix problem.
 
@oldun, that certainly doesn't sound like your average fault :(
I'd be interested in taking a quick look if you're able to provide me some method of identifying your account, username or recent support ticket reference?

Best regards,
 
Hi there,

Really sorry you were caused such inconvenience.

Having said that, I'm confident we wouldn't have purposely made your life difficult. We'd have nothing whatsoever to gain from doing so. It costs us money as well each time you call to speak to us and we'd much rather we didn't give you unnecessary cause to do that, whether you're about to leave or not.

I'm a tad miffed that you were told we cannot offer a service cheaper than £17.99pcm. We offer Unlimited ADSL packages from £9.99 (even cheaper where new customer promotions are concerned) :confused:

I can only assume you're not in one of our low cost areas and don't have your phone service with us? Even so, we should still have been able to offer something.

Regarding the disruption during the switchover, I can't really comment without knowing all the details. If you fancy messaging me with your old account username then I'll happily take a look and see if I can do anything to minimise the potential for this sort of thing to happen in future. I'd also like to see what happened with the complaint you say you made.

Anyway, sorry to have let you down and all the best with your new ISP.

Best regards,

Hi Bob
The old account username was transnet@plusdsl.net
In clarification, the monthly based cost was 9.99 but with the meagre allowance and the extra payable GBs it frequently reached 14.99 or 17.99, and that just for an internet connection, nothing extra.
My letter of protest to your MD about the debacle I was subjected to was dated 14th May, it was received but totally ignored and followed by a cheque for £1.73 without any explanation as to what this was for, this cheque will now feature in my rogue's gallery. The service was ok for years until curiously PlusNet received my notice to quit, the last two weeks of PlusNet internet service until the go-live date 13th May with my new ISP were a complete shambles and costly nightmare. Would this happen to British Gas or other large businesses? Like hell it would ! I rest my case. If I knew I was going to be treated in this shoddy way I'd had voted with my feet long ago. I repeat the problems were NOT technical faults of any sort, someone took to pulling the plug on me a number of times capriciously. Please let me know here what you have been able to do to stop someone pulling the plug on unsuspecting paying customers. Good luck.
 
@oldun, that certainly doesn't sound like your average fault :(
I'd be interested in taking a quick look if you're able to provide me some method of identifying your account, username or recent support ticket reference?

Best regards,

username mickmarsh. funny but since cancelling and refusing last engineer visit my speeds have settled and have received promised speeds, pity this could,nt have happened before.
 
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@PLUSNOT ! I've just checked over your account, thanks very much for passing on the username. I can see that the letter you sent in was dealt with separately from the refund (which is why you received the cheque before any sort of explanation) and am sorry for how that looks, however the letter has now been picked up by our complaints team and I believe you should have had a postal reply? Please advise if not or if there's anything that hasn't been addressed in there and we'll do our best.

@oldun, I'm not sure what happened as regards the speeds coming back up but it could be something to do with the work being done to move your line to your new provider? I'm nontheless sorry we couldn't resolve this to your satisfaction.

Regards,

Matt Taylor
Customer Support
 
Orbrey, you could try to stop making excuses and get into the real situation. The move to a new ISP is fairly automated these days from main hub to exchange and onward to the target number, and requires a minimum of paperwork between ISPs, thus it is pure fantasy to pretend that this work can generate speed glitches and the destruction of my emailbox plus random disconnections for 11 days before switch-over. How would you like to receive a sudden unexpected email from your ISP arbitrarily telling you that "you have successfully deleted your email address" followed by another email telling you that "you have successfully deleted your alias", followed by arbitrary destruction of a fixed IP address substituted by a dynamic IP address, followed by random long service disconnections and short-lived reconnections for days on end until the agreed switch-over date? With all the consequences of interruptions for your work and comms ? The disconnections I had were not related to speeds coming back up or going down, there simply was NO service at all whether fast or slow, the username and password were being rejected for all the time a disconnection lasted which makes your talk about speeds rather an academic red herring. At the first of the multiple arbitrary disconnections from 2nd May we tried to troubleshoot everything possible here in case the problem was a glitch in our equipment, we changed the router=ok, we changed filters=ok, we changed computers=ok, we made an Ethernet connection=ok, we finally tested the line to the exchange with BT=ok, everything tested ok including the line to the exchange and to the main hub, but the disconnections kept happening and your people kept telling us there was nothing they could do as "everything was ok". Like hell it was ! It is a matter of routine for an ISP to verify if a customer is being sent and receiving an internet node with live service, and at the time of our many calls we were NOT. The only thing the phone operators did well was to say that a visit would cost £60 if any fault lay in our premises and that neither the fixed IP address nor our email could be restored.

As regards the complaint letter to the PlusNet MD, it is clear nobody had any intention of taking the matter on board, it is nearly four weeks since it was received in Sheffield. You are telling me that my query has not been replied because it was dealt with separately, when there was no intention to do anything. Again, how long does it take to entrust someone for an hour to look at the registered data in your archives regarding these blunders, investigate the problems, make notes and submit the results for a response? Not a great challenge since all the comms and incidents are logged.
 
Small / unrelated suggestion. PLUSNOT your posts would be a lot more readable if you spaced the paragraphs out a bit as my eyes lose track a few lines in when it's all bunched together in one big mass of text. Try to keep it to 4-5 lines for a paragraph. So much easier to read.
 
Orbrey, you could try to stop making excuses and get into the real situation. The move to a new ISP is fairly automated these days from main hub to exchange and onward to the target number, and requires a minimum of paperwork between ISPs, thus it is pure fantasy to pretend that this work can generate speed glitches and the destruction of my emailbox plus random disconnections for 11 days before switch-over.

That may be the case, however the broadband signal is generated on the equipment in your exchange and ends at your router - there's nothing we can do to disrupt that.

With regard to the email address, this was cancelled when your account was cancelled - I believe this was the 15th, which is actually after the move to the LLU supplier took place? As you didn't advise you were cancelling and also didn't let us know that you'd like to keep your email address I'm not sure what else we could have done. I can see you talked to a couple of our agents on the 12th, however there's nothing showing on the notes there regarding keeping any part of the account open. Nontheless sorry about the inconvenience there.


How would you like to receive a sudden unexpected email from your ISP arbitrarily telling you that "you have successfully deleted your email address" followed by another email telling you that "you have successfully deleted your alias", followed by arbitrary destruction of a fixed IP address substituted by a dynamic IP address, followed by random long service disconnections and short-lived reconnections for days on end until the agreed switch-over date? With all the consequences of interruptions for your work and comms ?

Our notes are showing that the migration took place on the 13th May (with a ticket following a conversation between one of our agents and yourself on the 12th that confirms this), and the email address and static IP were removed on the 15th - after the migration had taken place. Please advise if this is not the case?


The disconnections I had were not related to speeds coming back up or going down, there simply was NO service at all whether fast or slow, the username and password were being rejected for all the time a disconnection lasted which makes your talk about speeds rather an academic red herring. At the first of the multiple arbitrary disconnections from 2nd May we tried to troubleshoot everything possible here in case the problem was a glitch in our equipment, we changed the router=ok, we changed filters=ok, we changed computers=ok, we made an Ethernet connection=ok, we finally tested the line to the exchange with BT=ok, everything tested ok including the line to the exchange and to the main hub, but the disconnections kept happening and your people kept telling us there was nothing they could do as "everything was ok". Like hell it was ! It is a matter of routine for an ISP to verify if a customer is being sent and receiving an internet node with live service, and at the time of our many calls we were NOT. The only thing the phone operators did well was to say that a visit would cost £60 if any fault lay in our premises and that neither the fixed IP address nor our email could be restored.

In which case chances are it was a dropping connection fault, as I said above there's nothing we can do in any way to cause this - it's between the exchange and your own premises. The username being rejected is because of this dropping connection issue - the connection dropped part way through the authentication process leading to the rejection.

I can see the warning regarding the charge, this was sat awaiting confirmation from yourself that you were happy to go ahead with the fault investigation from a week or so before the migration took place, but it wasn't replied to (nor did you call in and let us know you wanted to go ahead with the investigation)?

As regards the complaint letter to the PlusNet MD, it is clear nobody had any intention of taking the matter on board, it is nearly four weeks since it was received in Sheffield. You are telling me that my query has not been replied because it was dealt with separately, when there was no intention to do anything. Again, how long does it take to entrust someone for an hour to look at the registered data in your archives regarding these blunders, investigate the problems, make notes and submit the results for a response? Not a great challenge since all the comms and incidents are logged.

As I said, the letter has now been addressed and responded to as of the 6th June (prior to this conversation), please advise if you've not received anything regarding this?
 
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Small / unrelated suggestion. PLUSNOT your posts would be a lot more readable if you spaced the paragraphs out a bit as my eyes lose track a few lines in when it's all bunched together in one big mass of text. Try to keep it to 4-5 lines for a paragraph. So much easier to read.

OK, point taken. Thank you.
 
That may be the case, however the broadband signal is generated on the equipment in your exchange and ends at your router - there's nothing we can do to disrupt that.

With regard to the email address, this was cancelled when your account was cancelled - I believe this was the 15th, which is actually after the move to the LLU supplier took place? As you didn't advise you were cancelling and also didn't let us know that you'd like to keep your email address I'm not sure what else we could have done. I can see you talked to a couple of our agents on the 12th, however there's nothing showing on the notes there regarding keeping any part of the account open. Nontheless sorry about the inconvenience there.




Our notes are showing that the migration took place on the 13th May (with a ticket following a conversation between one of our agents and yourself on the 12th that confirms this), and the email address and static IP were removed on the 15th - after the migration had taken place. Please advise if this is not the case?




In which case chances are it was a dropping connection fault, as I said above there's nothing we can do in any way to cause this - it's between the exchange and your own premises. The username being rejected is because of this dropping connection issue - the connection dropped part way through the authentication process leading to the rejection.

I can see the warning regarding the charge, this was sat awaiting confirmation from yourself that you were happy to go ahead with the fault investigation from a week or so before the migration took place, but it wasn't replied to (nor did you call in and let us know you wanted to go ahead with the investigation)?



As I said, the letter has now been addressed and responded to as of the 6th June (prior to this conversation), please advise if you've not received anything regarding this?

orbrey, you are being misled and bent on defending the indefensible nature of my awful experience with PlusNet prior to leaving on 13th May with multiple random disconnections and reconnections. The arguments you put forward are meaningless given the overwhelming evidence I am about to post here at the end of this thread message, these are clear email messages sent to me by support@plus.net upon receiving my notice to quit. To be clear, your arguments are these:
1. There is nothing PlusNet can do to disrupt the signal generated from the exchange to my router during dropping connection faults. This is false and a red herring in this case.
2. My email address was cancelled when my account was cancelled on 15th May. False, I have mail client logs with multiple mail failures from 2nd May onwards.
3. I did not advise PlusNet that I wanted to keep my email address. False.
4. Your notes state migration took place on 13th May and the email address and the static IP were removed on 15th May. False
5. I did not call to ask for the investigation to go ahead. True. As my internal equipment and line to the exchange had already all been tested positive, there was no need to investigate further a possible fault or dropping signal as there was none, it would have been futile.
6. My letter to the PlusNet MD dated 14th May was responded 6th June prior to starting this thread. False so far up to this moment.

A customer's email address is used up to the migration time, and in the absence of any information one way or the other, it is unreasonable for the outgoing ISP to assume that it can be destroyed arbitrarily 11 days prior to migration.

I am now reproducing below the 5 decisive emails that clarify the problem beyond doubt, all received in succession the same day 2nd May 2013. These are very embarrassing for PlusNet, who deserves to have its head buried in the muck very deep. I hear you thinking "... we now have to eat humble pie and tell this customer that this is an unfortunate human error ...". Indeed PlusNet have a lot of humble pie to eat, but if it was just a case of human error without time and expense consequences perhaps we could grin and bear it ..... BUT IT IS NOT, LOOK AT THE FINAL EMAIL NUMBER FIVE. It is a joke in bad taste to pull the plug on me and tell me to use the Help Assistant for further help when my username and password have disappeared from the PlusNet system.

ONE

Your username: transnet

Dear Mr Enrique Bonail,

We're emailing you to let you know that as your cancellation request has
now been placed. Your cancellation will take place on 10/05/2013.


Need help?
----------
If you've got any questions about your service use the Help Assistant -
http://portal.plus.net/wizard/

This email has been sent as it contains important information about your
service from Plusnet. Please do not reply to this email, as this is an
unmonitored address.

Kind regards,

Customer Support
http://portal.plus.net


PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
VAT registration number: 842254440


Email ref: E0306


-----------------------------------------------------------------

TWO


Dear Enrique Bonail,

You've successfully deleted your mailbox.

Account username: transnet

Mailbox name: mejora1

Need help?
---------
For more information about mailboxes, aliases and re-directs visit:
http://www.plus.net/support/email/mailboxes/mailboxes.shtml

Kind regards,

Plusnet Customer Support
http://portal.plus.net

Email ref: E0328
--
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013

----------------------------------------------------------------

THREE

Dear Enrique Bonail,

You've successfully deleted your alias.

Account username: transnet

Alias name: postmaster

Need help?
---------
For more information about mailboxes, aliases and re-directs visit:
http://www.plus.net/support/email/mailboxes/mailboxes.shtml

Kind regards,

Plusnet Customer Support
http://portal.plus.net

Email ref: E0324
--
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013


----------------------------------------


FOUR

Dear Enrique Bonail,

You've successfully deleted your mailbox.

Account username: transnet

Mailbox name: transnet

Need help?
---------
For more information about mailboxes, aliases and re-directs visit:
http://www.plus.net/support/email/mailboxes/mailboxes.shtml

Kind regards,

Plusnet Customer Support
http://portal.plus.net

Email ref: E0328
--
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013

---------------------------------------------------------------

FIVE

Username transnet

We are pleased to be able to inform you that a member of our Customer Support
Centre has now escalated your Question [number 69007584 ]
for further investigation.

The following comment was added to the Question
Dear Mr Bonail,
Thank you for taking the time to contact us, I'm sorry if you were unable to get through on the telephone, our call volumes have been higher than expected.

I have arranged for your account to be cancelled as I can see that your broadband service has already migrated away, there are no final fees to pay.
Please do not hesitate to get back in touch by phone on 0800 432 0200 or 0345 1400 200 if we can be of further assistance.

Kind regards,

Lisa Omar-Stinchcombe

Read or respond to your Question -
http://portal.plus.net/my.html?action=questions

IMPORTANT: Do not reply to this email, our Support Team can only deal with inquiries through the Help Assistant


Regards,
Customer Support

--
http://portal.plus.net


PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
VAT registration number: 842254440

----------------------------------------------------------
 
Hi there,

I'm sure Matt's intention is not to argue, however I agree he seems to have misinterpreted some of the notes associated with your account. Sorry.

1. There is nothing PlusNet can do to disrupt the signal generated from the exchange to my router during dropping connection faults. This is false and a red herring in this case.

This is not false. Whether you could authenticate or not, the actual broadband signal itself is completely outside of our control. Your router handshakes with the equipment at your exchange, a transaction that takes place outside of our network. Having said this, on the occasions when your account was closed prematurely, you will have been unable to get online whether the broadband link between you and the exchange was up or down.

2. My email address was cancelled when my account was cancelled on 15th May. False, I have mail client logs with multiple mail failures from 2nd May onwards.

I can see these emails as well, I'm not sure why Matt overlooked them. Bottom line is, your account was closed early on a couple of occasions. This was not intentional or vindictive and was quite simply the result of human error/process failures. Entirely our doing so you've a right to be dissatisfied but causing you inconvenience was certainly not our intention.

3. I did not advise PlusNet that I wanted to keep my email address. False.

I'm assuming you don't need the email address now as there's no active mailbox component associated with your account at the moment?

4. Your notes state migration took place on 13th May and the email address and the static IP were removed on 15th May. False

These will have been removed when the account was cancelled in error earlier in the month (but of course you know this).

5. I did not call to ask for the investigation to go ahead. True. As my internal equipment and line to the exchange had already all been tested positive, there was no need to investigate further a possible fault or dropping signal as there was none, it would have been futile.

The intermittent connectivity following the re-activation of your account is very likely to have been caused by a line fault/interference or similar. As long as your account remained active our side then there's nothing we could have done to intermittently interrupt your broadband signal (neither would we want to). I'm of the opinion that the ropey connection leading up to the migration was a very unfortunate coincidence and unrelated to the problems with your account being prematurely closed.

6. My letter to the PlusNet MD dated 14th May was responded 6th June prior to starting this thread. False so far up to this moment.

Our complaints department can take some time to reply to formal complaints. In your case it's a tad longer than I'd normally expect but I know they've were pretty busy last month.

A customer's email address is used up to the migration time, and in the absence of any information one way or the other, it is unreasonable for the outgoing ISP to assume that it can be destroyed arbitrarily 11 days prior to migration.

Agreed but as I've said, it was not our intention to destroy it early and leave you inconvenienced.

It is a joke in bad taste to pull the plug on me and tell me to use the Help Assistant for further help when my username and password have disappeared from the PlusNet system.

That bit's added by the ticketing system rather than typed out by the person responding to your support request. In this instance I agree it seems a bit daft.

I can only reiterate the apologies from earlier replies. I understand that your complaint has since been referred to our adjudicator whom you're free to raise a dispute with as per the advice from our complaints department.

Sorry again to have let you down :(

Best regards,
 
I have been with plusnet for almost four years and was generally very satisfied with their service. When I moved home they offered a free installation at my new home providing I signed a contract for another year, which I did.
At my new home the service has not been reliable and I've found myself without internet on several occasions. The technical team were not helpful citing my laptop as being the cause of the fault, they also advised me they would not be able to provide any further support until I tested the phone line, this meant me having to go out and buy a phone.

After two months of no service and little help from plusnet I cancelled my direct debit to them.
I received a final reminder for the missing months payment (£19.98) and was advised that my service had been cancelled due to missing payment. I called Plusnet and explained that I wasn't receiving service which is why I hadn't paid. I was advised that my account would be frozen until the issue was resolved and that the payments I had made while I wasn't receiving service would be refunded.

I then received a letter from a debt recovery company asking for £130. I called plusnet and was advised that I would have to make a payment and they would then endeavour to fix my service problems. By this time I had missed two payments of £19.98. I was told that I would need to pay them £110 which were the cancellation charges incurred from me not paying the bills. I was advised that even if the technical fault was plusnets this amount would not be refunded to me.

I decided to pay the cancellation charges and look for service elsewhere. I have seen a huge change in the quality of the service that plusnet provide. I was given different information by different members of staff and received no communication from them.
I think it is worth paying more for a more reliable service.
 
I have been with plusnet for almost four years and was generally very satisfied with their service. When I moved home they offered a free installation at my new home providing I signed a contract for another year, which I did.
At my new home the service has not been reliable and I've found myself without internet on several occasions. The technical team were not helpful citing my laptop as being the cause of the fault, they also advised me they would not be able to provide any further support until I tested the phone line, this meant me having to go out and buy a phone.

After two months of no service and little help from plusnet I cancelled my direct debit to them.
I received a final reminder for the missing months payment (£19.98) and was advised that my service had been cancelled due to missing payment. I called Plusnet and explained that I wasn't receiving service which is why I hadn't paid. I was advised that my account would be frozen until the issue was resolved and that the payments I had made while I wasn't receiving service would be refunded.

I then received a letter from a debt recovery company asking for £130. I called plusnet and was advised that I would have to make a payment and they would then endeavour to fix my service problems. By this time I had missed two payments of £19.98. I was told that I would need to pay them £110 which were the cancellation charges incurred from me not paying the bills. I was advised that even if the technical fault was plusnets this amount would not be refunded to me.

I decided to pay the cancellation charges and look for service elsewhere. I have seen a huge change in the quality of the service that plusnet provide. I was given different information by different members of staff and received no communication from them.
I think it is worth paying more for a more reliable service.

Hi I would just like to inform everyone here that I took my complaint about PlusNet´s shoddy customer service to CISAS the regulator. I have just received their decisión dated 27th August in my favour awarding me compensation. PlusNet fiercely defended their position tooth and nail even being economic with the truth in their defence submission to the regulator in respect of graphs purporting service when there was none or weak and erratic. It is clear that the regulator is biased towards ISPs in their decisions. It is the ISPs who finance CISAS with subscriptions, and therefore CISAS may wrongly believe their allegiance and bias is to the ISP, though those subscriptions are made with customer´s money, our money. PlusNet are lucky that after all this hassle and paperwork I do not feel inclined to take them to court, with all the time and resources this would involve, though I am advised such a claim would succeed in a county court. All was well with my service for many years until their faulty admin got involved shutting me down prematurely causing failure after failure and treating me like a pariah simply because I was a residential and not a business customer. All those of you who are PlusNet customers will now know what you may be up against if you have problems. I take this opportunity to thank everyone who provided support and clarifications in this thread which I regard now closed (moderator please note).
 
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Hi there,

Only just spotted the updates to this thread :(

After two months of no service and little help from plusnet I cancelled my direct debit to them.

Which I would always advise against. If you're planning on cancelling your account and moving elsewhere then it's in your best interests to let us know. As you discovered, there may well be early termination fees you're not aware of

I called Plusnet and explained that I wasn't receiving service which is why I hadn't paid. I was advised that my account would be frozen until the issue was resolved and that the payments I had made while I wasn't receiving service would be refunded.

I have absolutely no idea why you were advised this because it's simply not true. I don't suppose you can provide me with your old account username so that I can look into it? It's highly unusual for us to invest time and money into fixing a line fault where the customer's withholding payment.

I decided to pay the cancellation charges and look for service elsewhere. I have seen a huge change in the quality of the service that plusnet provide. I was given different information by different members of staff and received no communication from them.
I think it is worth paying more for a more reliable service.

Sorry to have let you down and all the best with your new ISP.

@PLUSNOT !, I'm glad things were brought to a conclusion in the end.

Best regards,
 
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