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RIP Metronet, Plusnet's done it again

With download speeds at 1/4 what I pay for, random disconnections, rubbish support etc etc that bunch of half wits at Plusnet have effectively destroyed another previously great ISP. Anyone suggest a good 1mb alternative?
 
I know the feeling mate :(

Come and join NDO, well know best rock and solid ADSL and great services with local call rate UK call centre. You won't be regret. :)
 
pistolpete said:
With download speeds at 1/4 what I pay for, random disconnections, rubbish support etc etc that bunch of half wits at Plusnet have effectively destroyed another previously great ISP. Anyone suggest a good 1mb alternative?

Hi there,

Sorry to hear you're having problems. If you genuinely want to try and sort them out then perhaps you could elaborate on your issues and why you feel the level of support you have received so far is lacking to that you would have received prior to the acquisition? We have a group of highly experienced agents and some original Metronet staff manning the phones for you guys at the moment so I'm very surprised to hear this.

On the other hand if you're here for the rant then I'll leave you to it ;)

Kind Regards,
 
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bpullen said:
Hi there,

Sorry to hear you're having problems. If you genuinely want to try and sort them out then perhaps you could elaborate on your issues and why you feel the level of support you have received so far is lacking to that you would have received prior to the acquisition? We have a group of highly experienced agents and some original Metronet staff manning the phones for you guys at the moment so I'm very surprised to hear this.

On the other hand if you're here for the rant then I'll leave you to it ;)

Kind Regards,

Same here, I have experienced a magnitude of disconnection with Metronet. Basically if I leave my broadband connecction on for, say for 10hrs, I get at least 5 times being disconnected for as long as 10 minutes each time.

I am not impressed with the service. Is there anymore people suffer from disconnection with Metronet??? Now its time to let the Service Provider knows our frustration. I hope they will get it improve soon.
 
Hi,

It's not something I've personally noticed to be common-place and we're not receiving an increase in reports of this nature to the support centre AFAIK. I haven't access to the Metronet systems from home unfortunately so can't check your Radius logs at the moment.

Are you actually losing sync during these outage periods (ie does the 'ADSL' light on your equipment go off or start to flash)?

Kind Regards,
 
Don't waste your time of issue any ticket at Plusnet of your Metronet problems. I already know there is many Metronet customers feel left out and frustrated from poor services. Plusnet do know their problem at the end but doesn't care about Metronet customers as they only do something for Plusnet customers (the main important to them). If you are experience problems lately and Plusnet won't solve the problems out then the only way is get a mac code and leave !!! I am not surprise if Plusnet do ask you to check your line, filter, router, modem, anti-virus, firewall, and so on as they know their own fault at the end but will never admit it. They just don't care !

Bob Pullen, why can't Plusnet listen to customers for a change ! It not at their own fault or problem because you won't admit it that your isp had a problems lately.
 
bulldog said:
I am not surprise if Plusnet do ask you to check your line, filter, router, modem, anti-virus, firewall, and so on as they know their own fault at the end but will never admit it. They just don't care !

Bob Pullen, why can't Plusnet listen to customers for a change ! It not at their own fault or problem because you won't admit it that your isp had a problems lately.

Bulldog they have to go through a series of checks to see if they can locate the fault. I can assure you its not just plusnet who do this but all ISPs when a customer has problems even NTL do this with their cable customers when we can see the modem is dead. Lighten up not all ISPs are bad some have problems others don't some sort them others take a little longer because some customers with the problems complain on forums first and tell the ISP afterwards.
IMPO I would be worried if the ISP didnt go through some checks as they are the ones failing the customer it may seem silly and time consuming but it can pinpoint the problem and save teh person a charge from BT sending out an engineer.
 
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Hey Plusnet rep,
I was with you guys before I switched to Metronet, imagine my disappointment when you then took over the best ISP I had found in ages! But... I gave you another chance, you failed, you don't get a third.
You should check out the reviews section and see the multitude of disappointed Metronet customers who all say the same thing about Metronet since you took over.
What's easiest for me? Spend endless time exchanging emails with you to resolve problems that I don't want to deal with, or request a migration code??? Doh!
Bye bye.
 
pistolpete said:
Hey Plusnet rep,
I was with you guys before I switched to Metronet, imagine my disappointment when you then took over the best ISP I had found in ages! But... I gave you another chance, you failed, you don't get a third.
You should check out the reviews section and see the multitude of disappointed Metronet customers who all say the same thing about Metronet since you took over.
What's easiest for me? Spend endless time exchanging emails with you to resolve problems that I don't want to deal with, or request a migration code??? Doh!
Bye bye.

Hi,

I have checked the reviews section and can see only a handful of posts about customers reporting slow speeds. I'm not denying that these customers may have underlying technical problems. But I can't say whether or not that's down to a problem here without further information. It could be due to a multitude of things.

What I will say though is 15 or so customers out of a good 20,000 isn't entirely representative, and a good portion of those reviewing have marked speed and cost highly but support and service at the bottom end of the scale. TBH it is that that concerns me more than the speed complaints. It would be interesting to know how many of these posters are disgruntled ex-Plusnet customers and how many actually do rate the levels of support so low?

When relocating an operation from one end of the country to another and changing support staff there is always going to be a transitional period so I can understand a few mishaps here and there whilst the newer additions to the Metronet support team find their footing. All in all though the guys are doing a fantastic job and I'm concerned that some reviewers have marked this aspect of the service at such a low level.

@pistolpete, you say you gave us another chance? How? What did you do and what did we do wrong? @bulldog as far as raising a fault is concerned, BTW will reject it if we haven't specific answers to some of the questions that you quoted. We do listen aswell but I'm not sure what I can listen to here. It's all good being quick to criticise but without suggestions as to what we could do better or indeed the individual circumstances that lead people to post in the fashion you have, I fail to see how we can react and make changes?

Kind Regards,
 
Well that`s a real eye opener. There you have a rep saying that 15 of the customers dont really matter as long as the other 20,000 are OK . Fine if you are not one of the 15
 
What I will say though is 15 or so customers out of a good 20,000 isn't entirely representative

I'd be interested to know exactly where I said these customers did not matter??!

On the contrary, I'm trying my hardest to find out more about the circumstances leading to their problems but it seems to be proving rather difficult...

Regards,
 
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That's not entireley fair, Mr Pullen didn't say they "didn't matter". He said that statistically it's "not representative" of what I'm guessing is overall customer satisfaction.

I can appreciate that some customers (of any ISP) will have technical troubles, but a fair portion of the time it's a BT issue and not the ISP's. To counter this, every fault that gets raised through the technical support team has to go through a predefined fault-finding process (this is repeating what a Kits has said), but then BT Wholesale are notoriously difficult to deal with as the ADSL team in any ISP will tell you. Unless you perform each and every task that the ISP ask of you - relevant or not - BT Wholesale will spit the fault back and mark it as clear.

Now, I can almost hear you guys sharpening your knives ready to nail me, because then there's always the problem that BT reject the fault, and you have to start all over again. This is indeed incredibly annoying, and it may benefit ISP's to implement some sort of "rapid fault resubmission" system to avoid covering old ground.

The main problem with the BT side of the problem is that BT Wholesale isn't a customer-facing organisation. I'm sure that if customers were given more tools to sort the problem out, then the more experienced/advanced ADSL users may be able to sort the problem out anyway. However, it sort of defeats the whole point of BT Wholesale being a dedicated organisation.
 
miffie said:
Well that`s a real eye opener. There you have a rep saying that 15 of the customers dont really matter as long as the other 20,000 are OK . Fine if you are not one of the 15


You must be reading a different thread to the rest of us Miffie. :shrug:


At least there is a Rep here on the forum, who appears to be trying to help.

Be fair and factually correct before casting aspersions.
 
Inactive said:
You must be reading a different thread to the rest of us Miffie. :shrug:


To me the implication is there
 
So be it. I withdraw my previous statement
 
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bpullen said:
pistolpete, you say you gave us another chance? How?
QUOTE]

I let you supply my service for a second time after having been disappointed the first, then watched the quality slide from Metronet dooown to Plusnet.

Why should I spend time helping you get it right, you'll pay me? No, I didn't think so. I'll just go to someone who gives me what I pay for with no hassle.
 
pistolpete said:
I'll just go to someone who gives me what I pay for with no hassle.

Where would that be? I am always looking for a better ISP for my needs, aint found one yet.

PS, I aint a leacher.. :rolleyes: like some that fled from Plusnet.:hrmph:
 
Hi Pistolpete

Its not just metronet customers that experience slow speeds. I have lost count of the number of times my 2Mb service slows down to below 200kbps even as low as 90kbps.

This morning at 10.47a.m. the BT speed test site registered it at 193Kbps (not unusual)

Just because these speeds are not registered between the hours of 12 midnight and six in the morning, Plusnet say it is a contention issue and do not want to sort the problem.

I think that Bpullen shows a certain amount of arogance when he wrote:
((On the other hand if you're here for the rant then I'll leave you to it))

Of course you are raving because the service is not what you should expect.

When I started using Plusnet there speed was always good and reliable. Sadly that is not the case now. I don't get a lot of time to search out for a better ISP but when I do get it, I will be on the move. I also have had enough. Oh! and by the way Bpullen, I am not ranting and raving :rolleyes:
 
Maybe all metronet customers should look into this as I had found one that very similiar to Metronet PAYG check it out:
http://www.ukfsn.org/adsl/maxallowance.html

Home MAX give you a huge 330 GB in a month but 30 GB for peak time and 300 GB for off peak time but I never heard of this company but had no ideas if this service is good or poor. Maybe the customers who are with ukfsn broadband will comment in here of what the service are like.

As for me, I would stick to my isp NDO for the foresome future to come along.

Don't blame me if this service is poor. Only just try to help others. :)
 
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