I have been on plusnet broad band and phone for several years and have been very happy. I wanted to upgrade to fibre and saw a special offer for new customers, so I rang customer service and was given the offer too. The Router arrived in a couple of days, the BT engineer came on the day advised. It took a few days for the speeds to settle down, and now am consistent,y getting 70+mbps download and around 18mbps upload.
I used plusnet as my phone and broadband provider for over a decade; what a complete fool I've been standing for the utter bullshit and outright lies this company spin to their customers. My download speed was 2-3 mb/s but often under 2; at times I could not log on at all it was so slow. I was given every excuse under the sun for the bad service and yet I was paying around £40 a month. When I asked to switch onto one of their special offers I was told I was in a high price area. I switch last month to Primus Saver; what a difference everything sent to me including new router seamless changeover speed up to 10 - 11mb/s and paying £13.50 a month for broadband and anytime calls (this includes paying line rental a year in advance £10 a month) Yes £3.50 for broadband and anytime calls!!! and proper broadband. Don't put up with plusnet walk away from them they may have been ok once upon a time but not anymore
It's been 9 weeks since I paid up front to connect to Plusnet's broadband service. I still have NO INTERNET. They sent the router the week before last, and all seemed well, only to be told since that it will take until January to sort out due to "capacity issues at your local exchange" - basically passing the buck to BT. I've asked for a refund several times only to be told that I have to do this over the phone, or by snail mail. Phoning is pretty much pointless - it takes easily an hour on hold each time to get through to a human being. Emailing them via their "ask a question" section in the help pages is also fairly pointless, it takes them about a week to reply each time, and nothing is ever addressed.
My provider was "acquired" by Plusnet. Having had a fantastic, trouble free service Plusnet took over two lines on 1st November. It has been a disaster. One line had no broadband until last week. An engineer was sent to check the "fault" on the line - there wasn't one. Plusnet just hadn't switched it on. Now they have barred all outgoing calls. On the second line they have ceased the number, and changed it without a bye or leave, and have not informed me. An engineer was sent today to check for the "fault" on that line - funnily enough there isn't one. He told me to go back to Plusnet as the whole thing is their fault.
I have spent hours and hours on the phone trying to get some sense - I am passed from pillar to post and speak to people who clearly have no idea what they are doing or talking about. I have tried the on line action centre, which is equally as shambolick.
My bill was going to be the same, if not a little cheaper - Ha - they've doubled it. I stopped the Direct Debits. I've written to the Chief Executive and I've complained to the Ombudsman.
I still however, have no Broadband - truly a dreadful dreadful company.
Had a bad experience changing broadband a few years ago so was a bit worried changing. Moving was very straight forward and never went without broadband even a day. Did ask BT if they would match my deal given by plusnet but they would not. B.T. was too expensive saved £85 a year moving my phone and broadband to plus net. speed so far is actually faster than before. I would recommend especially if money is tight.
Signup etc went very good. I booked for a BT engineer to come on a Monday. Then the engineer turned up 3 days earlier on a Friday. After checking the emails etc, I realized they shifted the visit but wasn't very clear.
The BT Openreach engineer installed the new faceplate but there was no joy with signal. He went top the roadside cabinet a few times and swapped the faceplate and the NTE (modem) box but still no signal. When he was off to the cabinet the third time I tried plugging in to the telephone socket and voila, immediate sync. Turns out both the faceplates were faulty with a break in the PCB. The third time lucky, everything worked fine. I was promised 57Mbps down and 10Mbps up.
Did the speed test and am consistently getting 61.5Mbps/18.5Mbps, excellent!!!
The systems are usually optimized for the speed tests but I am also consistently hitting 50Mbps when do downloads from the internet. I have had the service for over three weeks now and everything is perfect.
On the voice side, I am not as satisfied. The service cutover was smooth and I didn't even realized it had happened but a few days later the phone line just went dead. I reported the issue and it was resolved in less than 24 hours, so, so far so good.
The only reason I am not giving the 5 stars is that I had asked for the CLI delivery (£1/month option) and this still hasn't been turned on, so I can't see the caller numbers.
Ok.. over the years i have tried them all, Telewest, Cable, Virginmedia, Tiscali, BT, TalkTalk, Sky.. but this company beats them all! Although it does bring me back in time, back in the days of dial up where upload a photo would take 5 minutes, the connection kept dropping, web pages (includng their web site) takes forever to open. Did i mention the red light on the modem going on every 30 mins? This is a bloody joke! but they do manage to send their payments remainder (80gbp this month) sorry guys i shall not pay for this. Noway! Tried to call but sorry after the frustatration and 1 hour and 10 minutes on hold... i hanged up.
All in all STAY AWAY from this ridiculously slow and over priced junk.
Really the internet of your mobile phone will work better and faster. Thank god i have giffgaff! Looking to move asap. Come and ask for money now.
I simply had enough! online gameplay?? what forget it! facebook? not a chance! upload a photo? If you prepared to wait 5 minutes for a 3mb photo to upload on gumtree... Even Jesus Christ would loose his patience!
Steven McGill found this review useful
Very poor, ended up cancelling within a few days. Hardware never arrived. When queried I was accused of lying by staff. They were trying to say I had received router. Spent next few months receiving bill letters from them despite never having any internet with them at all! A joke!!!
Steven McGill found this review useful
Joined Plusnet about a year ago after being messed about by Sky. Router and other kit arrived and engineer eventually turned up after quite a wait (they were busy apparently) and fumbled on in my spare room for 15 minutes or so, he emerged and said everything was sorted, the distant, confused look he had made me doubt it was... My doubts weren't unfounded however , upon trying to connect to the net I was met with the same Plusnet log on screen, no matter what you did it would not log on so I rang customer services. After a 40 minute wait I eventually got through to a decent sounding guy who tried everything to get me online, he failed however, for two very good reasons:- one, he had all the cables plugged into the wrong sockets, and two he hadn't activated the service at the exchange properly. I wasn't too impressed , so decided to complain, the complaints department acknowledged the errors of the installer but never offered an apology or even pretend to be sorry, they were very matter of fact and rushed me off the phone saying that it was sorted now so no need to worry! 7 months down the line and my service is so slow and unstable it's borderline unusable, customer services are almost unreachable (wait times of 40 mins plus)... Not a good experience....
Been signed up for 2 weeks now and regretting every min. Was promised speeds I'm not getting. Tried every thing possible to fix it, but still crappy. Tried calling several times and after waiting for over 30-45 mins I give up. One time I was disconnected after 30mins waiting. SO FRUSTRATING!
I'm getting upload speeds of .1 and .2 Mbps!!! it takes me 3-4 mins to upload a basic photo which is a few Mb. Some websites are timing out when I try to upload after waitng forever to upload... renders some sites unusable. Brings me back to Dial-up speeds.... And I live on the border of zone 1 in central London.
I had wanted to switch from sky to plusnet because they had a slightly cheaper deal on with phone and fibre optic broadband, but from the first experience of plusnet as a company ive decided to stay with sky. I was suppost to have an engineer turn up and got told two days before he wasnt coming as had a problem with the fiber failing?? So got told itwouldbe another week before an engineer would come to sort internet and what a suprise never turned up and was never informed. So rang plusnet again which involved another 30min wait for an advisor!! After thati didnt give them a chance to mess me around again. I rang both sky and plusnet at same time, one off mobile and one house phone. I got through to sky within 4min and i sorted the whole process of going back to sky whilst still on hold to plusnet before anyone answered the call. The same happened to two of my friends who moved to plusnet with the same excuses they fed me about engineers and broadband fibre failing whatever that means. So im glad to say im back with sky and upgraded to the fibre broadband with them. I would avoid plusnet altho im paying a little extra in costs for phone and internet i now dont have to wait 30/40 min to getan advisor and im with a company that comes on the agreed date and dont get messed around....the grass was not greener on the other side as they say!
Been with plusnet for 2 years and found them great on price but customer service is horrendous. 30-60 min wait to get through on the phone to them and then further waiting whilst being transferred to other departments. I have moved house twice whilst I have been with them and they managed to mess it up both times. I was left waiting 10 days to be connected last time and am now on day 7 and have just cancelled my contract after being told it will be next week before they can get an engineer to me. I have been told twice this week that an engineer would call on Thursday and then when he didn't show I was told one wasn't even booked! After saying I wanted to cancel I was told I would have charges to pay as it is now more than 48 hrs after my move date and that if I don't pay they will send debt collectors. So that's sign up for new contract- don't receive the service but receive promises that an engineer will call, taking me over the 48hr cool off period and then discover they hadn't even booked the engineer and will charge me for a service I never received plus a cancellation fee. The worst customer services experience ever!
Our service used to be good.. Nce people who could solve problems but they seem to expanded and now it takes around an hour to speak to someone who can't help you.
At least, if you complain that you can't upload stuff.it creaks along.. You are told to do the usual thing of moving the router etc. we've been trying to solve this slow problem for days. My poor OH has had to unplug and plug and monitor and unplug every time!
The last time they said we'd gave to have BT out as we kept having outages...that was us unplugging the router.
Bt says nothing wrong by the way. And next door..on Sky..is working well.
So what do we do?
No one at plusnet will..or can help, or even has an idea, other than passing the buck to BT.
Been with plusnet for 3 days now and already had a couple of issues.
The First issue is with the 'smooth' transition. The transition was not smooth we were left without internet for a day.
After we received the email confirming the switch had been completed the set up was easy, however PlusNets technicolour router is just as bad as the one Sky give, it barely reaches upstairs and I wouldn't recommend the router to anyone, you're better off buying a Netgear as the technicolour is just awful.
After using the internet for a few hours I keep getting a message 'Gateway not found' and it prompts me to log in. I've had to log in about 5 times within the hour!! Appalling it's not to do with the wireless single being lost as I had an Ethernet cable connected. The problem is from plusnets side. Tried calling the technical help however there is a 30 min wait time which is fine. Until you get disconnected twice after waiting 20 mins.
Overall the experience hasn't been good, here's hoping they fix these problems quickly. I'll keep you guys updated on the results.
My previous (excellent & economic) phone provider was purchased by PLUS.NET
In all the hype before transfer I was promised..Calls/Bills the same as or less than your current provider.
First bill is ~33% MORE (maybe this is 'less' in Yorkshire, but isn't where I live!
I agree with other correspondents, you CAN@T contact them via their web page, I've trying for the second time, maybe with the help of this I MIGHT get a response.
No email to contact, again Yourcalls.net HAD a contact email, but there again there was never any need to complain so they didn't have to hide away.
I'd thought of moving to PLUS.NET for Broadband as well when my current contract expires, but based on experiences to date I'd consider BT (heaven forbid) as a better prospect
Whilst writing this I note I've had an automated response from PLUS.NET this time to the enquiry, will keep you informed
Been using plusnet DSL for awhile now (6+ months) and although i'm very happy with the download speeds (around 6-8Mbs) the upload is terrible. 448kbs they say "its the limit" but you can pay an extra £5 per month to almost double it.. the problem is they advertise my area as a ADSL2+ area (G.992.5) but unfortunately I'm only on an ADSL line (G.992.1) according to my router (which is terrible) and in theory I'm capable of up to 1.2Mbs upload.
There are loads of threads online complaining about the poor 448kbs which is only useful for 1 person using a heavy upload based application (my partner uses VPN's for work) and i feel the only let down of this service is the poor upload speed.
my "beef" is paying to upgrade "my traffic" when there is no need to cap upload rates in the day and age.
Roll on fiber!
I had to change my bank account and organised a switch including the direct debits. PlusNet were informed.
I got an email telling me that they needed my bank account details and then telling me that if they were not provided there would be restrictions to my service.
I tried to ring plusnet repeatedly hanging on for the lengths of time that they told me and there was never an answer. Literally hours hanging on to the phone, I was offered callback service which did not work. The email address provided on the site would not allow enough letters to explain the position properly.
When I finally got through at 0730 I was told that there was no question of my service being restricted. When I asked why threaten it. I was told that it was an automated email. When I pointed out that someone had written the email and that someone needed to take responsibility for the aggravation that an empty threat had caused me, there was clearly no explanation.
Apologies were offered but I am afraid I am not interested in an apology that does not carry with it some degree of compensation. SORREE is NOT a magic word!
it is actual too much hassle to change phone companies at the moment. As the phione and the internet actually work OK
I must admit as a Yorkshireman myself I find this push on the Yorkshire accent as a selling tool a little irritating and in a strange way condescending but either way I don't think I would get involved with Plusnet if I was starting from scratch again. I have got better things to do than hang on the phone for hours trying to sort out something that wasn't wrong in the first place and cannot be explained fully on the limited number of characters allowed in the email contact section.
This is the 1st time I am writing a review about a company but after what I am experiencing with plus net I think I have to
I paid for a 1 month rolling contract with a 1st one off payment of over 100 pounds to get the installation done and the internet box. I book an appointment for the technician to come 2 weeks later (which is the earliest you can get !) and I had to book my last half day of holidays to wait for the guy
They had quite a large time slot to show up between 8am and 1pm (5 hours!) Nobody came. No phone calls, emails or text messages from Plus Net
After I wasted my remaining holiday for the year the guy called me at 3pm to say he just rang and I was not in my flat.
It's the second time this has happened to me with plus net. They debit you right away but then no news. 45 mins to get someone on the phone who tells you he will get his manager to call your back to discuss a refund and a compensation.
The manager did call me to offer a deal which I accepted but I asked for written proof or an email and I am still waiting to get a new appointment and a written confirmation
No doubt I will have to call them again and hold the line another 45 min
This is the worst service I have experienced so far. I am still waiting for my compensation (because the 1st failed appointment cost me my last vacation day and the 2nd appoitnment will be deducted from my salary)
People have jobs so when you give them a 5 hour time slot the leastyou can do is show up, even at the last minute, but not 3 hours later without warning the client !!!!
Internet providers offer a really bad service on average believe me I have tried many, but still Plus net managed to be much worse than the others, which is a feat really
I might change my review if I get a new appointment quickly, and if I get my internet installed properly with a refund for the installation cost as compensation for the waste of time and money.
If that happens I will come back to say that they at least showed good faith after delivering poor service
But I doubt they will so in the meantime, please avoid this company as it will only make you mad
I have had plus net internet since 2002 without any problems, but when we moved house they persuaded me to have phone as well.
Connection was no problem, but we didnt have phone or broadband for 4 weeks in September as there was a fault on the line and I telephoned constantly to get it sorted out. All replies were 'We know about the fault and we will look into it again next week'!!!
Eventually it was sorted out but last Tuesday our phone was cut off. I called and they have set the unlimited call tariff up incorrectly and have billed me for ALL calls, so apparently, I am over my credit limit!!! I pay by direct debit and should get all landline calls included.
They connected me again on Wednesday, but kept telling me by email that I was over my limit and I tried to make a call on Friday, only to find that I had been cut off again.
I have telephoned them constantly and they say they are looking into it for me, but it is Monday evening and I still have no home phone.
Am totally fed up with Plus Net and would not recommend them to anyone.
A difficult "birth", but a happy ending
After reading many negative reviews here, I wanted to share my experience with Plusnet.
The following I wrote on 22nd October
I signed up with them on the 10th of October, with a connection date of 18th of October, I booked this day off work, as they could not fully explain if an engineer was required. I got a letter from them a few days later, which had an incorrect e-mail address for me; so I phoned them to correct this. During this phone call, I was advised that my order had not been put through and a new later connection date would have to be allocated. I was not happy, but things like this happen. I got a text allocating the 23rd of October for connection, which I booked off work. I had by this time tried (unsuccessfully) to firm-up the requirement for an engineer visit, as I already had fibre and I was sceptical about needing an engineer visit my home. The following day, I got a text from Plusnet, the connection date had now fallen back to the 24th of October without explanation. I did push really hard for an explanation and after a few e-mails, I got an explanation (in some detail) to the original change of date (18th-23rd, but no explanation for the 24th). In the evening on the 22nd of October, I got a text from Plusnet advising that my connection date had now fallen back to the 30th October, no explanation was offered. I phoned Plusnet and advised them that I cannot trust something as important as my phone & internet to a company that has let me down on 3 separate occasions and all of this prior to becoming a customer. I advised that I wished to cancel prior to connection (their terms & conditions point 13.1 & Distance Selling Regulations 2000).
Because I had conducted some research of online reviews of Plusnet whilst on hold for the 20 minutes it took to speak with their customer services, I read some examples of unhappy customers documented on review sites (not least on this site); so I was expecting a battle. There was no battle, no defensiveness, no excuses, just an acceptance they had got it wrong and I was released from my contract. Then I was told the £131 I had paid for 1 year's line-rental was non-refundable after 10 days and I was 2 days beyond this. However, because of the trouble I had, they agreed to refund everything I had paid, putting this in writing in a couple of minutes. I asked about returning the router, they said please keep it as a spare because of all the trouble - they indicated it was not worth the postage.
In summary, you can only allow a company to let you down a certain number of times before very large alarm bells begin ringing in your ears, telling you to pull out. In my case, they let me down on 3 separate occasions and who knows; they could have let me down on more occasions had I let them continue along the same route. The customer service was far better than the physical service, which in my case; after 3 attempts, never materialised (see the update below).
Later that evening, I contacted other ISP's and the advice I was given was consistent, I did not need an engineer, I did not need to take the day off and transition could be arranged with 2-3 working days, as I have FTTC and I was asking for a FTTC service.
I planned to look for a new ISP or re-contract to BT on 23rd of October, which I had booked the day off work.
Update on 23rd October
After Plusnet provided a full refund and accepted they had got things wrong, they took over my broadband in the early hours of 23rd of October without acting on my contract termination agreed the day before and was effectively without my permission - albeit a mistake (despite them saying connection was delayed to the 30th October) and placed it with them, but without a service. I had a simple choice, re-sign with Plusnet for 18 months or wait for 7-10 days for BT to re-connect me, but have the pain of two teenage daughters complaining that they cannot do their home-work during that period. This left me with very little option other than to do 18 months with Plusnet, which was somewhat against my better judgement at that point!
To sort out this issue I spoke to a guy at Plusnet at about 6am, who treated me reasonably well, he gave me as much time as I needed to make the decision of re-joining with Plusnet, or seeking a new supplier. He also agreed to give me a month free as a good will gesture. I felt I had little choice other than to re-sign to Plusnet and this guy had built my confidence in them a bit more.
Oh dear - what a very serious mistake I appear to have made!
The connection arrived 45 minutes later, which was great. BT previously provided 70-75mb/s and 15-17mb/s upload, which was also great and is about what I expected Plusnet to provide - they forecast 60mb/s. Plusnet managed 7.5mb/s download and 18.5mb/sec upload. This is a tenth of what BT previously supplied, which I guessed would be dreadful for the next 18 months, especially as I know that my connection can (and did as recently as yesterday) support the full speed of 75mb/s. My mood improved no end when I got an e-mail from the guy at Plusnet I had spoken to earlier, he had very quickly enabled a limited service, in case my kids needed to do any homework before going to school. That was very thoughtful.
I made a few phone calls to Plusnet and my speed was improved to 84mb/s download and 17mb/s upload.
Webpages are significantly more responsive and the annoying buffering on Lovefilm (via Sony Blu-ray player) has gone.
I hope that my account will illustrate that there can be issues, they do listen to you and they do try their best to sort them out and finally; their speeds are good in comparison to competitors. I am now pleased I joined, especially as they are costing me £13 less each month (this is on top of the £7 discount I get for the first 9 months).
I'm not the type who write review in general but for this one I make an exception.
4 days ago the internet was down and when I called I was told that there was a cable cut in the area. I was also told that I was one of the lucky ones because it's only the internet that's not working but my phone was still working. So I was promised 2 hours to 1 day and my internet would be up and running. I was also told that those who had both phone and internet not working would have to wait for 3 days.
Now 4 days later, my internet is still not working and my phone is dead. I had to call them using my mobile and waited for almost half hour.
The customer service person was not the best in explaining what I needed to do to test my phone line. I had to say I don't understand what he's asking me to do over and over. As if I would know where my main phone line is and understand what he meant by alternate line. When I finally got it and opened my phone socket to test the alternate line and the phone line is still not working, he asked if I used a spare phone. When I said no, I heard him sighing. As if I have extra money to buy a spare phone just in case I need it to test a phone line. It's ridiculous.
So now I need to wait until the phone is checked and I was told that if engineer comes to check the line, that I may be charged. I'm sorry but I got irritated immediately when he mentioned the word 'charged'. It doesn't make sense that I would be charged for any of this especially when I was initially told 4 days ago that there was a cable cut problem in my area.
And furthermore, the internet is still down, which means even if my phone is working now I still don't have internet. And he said "we are still working on it" but he doesn't know when it's going to be resolved. No timeline! Are they expecting us to wait forever?
They maybe cheap but this is not acceptable. Avoid while you haven't connected with them. I'd rather pay a bit more without this hassle. I'm currently looking for other alternative.
Simon Phillips found this review useful
8 weeks and still no service, but they still keep taking money out of my account. Did not notify my old company so still paying them as well, Only moved to save a few quid but honestly the hassle is just not worth it. I've tried to cancel but was threatened with charges. I am chronically ill and am spending a lot of time in hospital, have told them this, and therefore do not need the hassle, but still not resolved. so wish I hadn't listened to the adverts, Dreadful company and dreadful customer service. My advice is to stay well away.
Simon Phillips found this review useful
Where do i start.....
Well we chose plusnet because they were the cheapest for the speed and amount we wanted in our area.
They then quoted 2 weeks for the internet to be installed. After 3 weeks internet was installed in the wrong flat (like how does that happen). Then quoted 4 days to change to right flat (took 9 days). Then called up again and apparently the copper wiring was broken quoted 3 days to fix. 8 days later ''Support Team will investigate your issue as soon as possible.'' So they haven't even sent anyone to fix it.
They quote best customer service and to be honest yes they are nice people but as for the service, the days quoted, and internet still not here. I wouldn't bother going through this hassle just to save a few quid.
Simon Phillips found this review useful
1st their was a fault on the line.
Then they blamed BT while I could get through to the BT servers and site.
Then they said I had to deal with BT even though they chose to provide their service over BT lines (what am I paying them for)
Gave up and moved to cable
Then they attempt to charge a 30 pound cancellation fee (I refused, they backed down).
Even when it worked, after a the throttling kicked in, what was meant to have been a reasonable 1/4mb download speed actually became an unworkable 28kb speed.
Simon Phillips found this review useful
I changed my down load allowance after 1 month,I was on half price for 6 months,when i upped my allowance I was told half price was still ongoing.I was lied to.lesson learned,get everything in writing.Ive changed supplier now,plusnet called me to claim £38 outstanding.I asked for breakdown in writing instead I got demand threatening debt recovery company.also dont pay in advance for line rental,no refund is given if you leave within 1 year(who reads small print anyway)
This whole industry needs investigated and thier stranglehold over customers should be relaxed.please dont go with this company,TV ads are misleading
I have been with them for five years and it was great when I was on a rolling monthly contract.
Now they got me with a 18 month contract .They have changed from friendly staff to utter useless idiots without a care for CS.
Can wait till finish this contract ,I hate plusnet with a passion
I originally signed up with Plusnet several years ago on a friend's recommendation (I think he's still with their sister company, Force9). Never a moment's trouble. Lucky enough to have a decent line to the exchange, so am now getting 19Mbits/sec on ADSL2+. Fast and reliable, although their default choice of ADSL router leaves a lot to be desired as the Thomson TG582n has the most diabolical wireless range I have ever encountered, not even achieving top speed when stood in front of the router! This is the only reason they're dropping a star here.
About two years ago I switched my phone service to Plusnet as well (kicking BT into touch after they charged me extra for not making enough calls) and not had any problems with that, either.
Highly recommended, far better than those charlatans at Tiscali (or whatever they call themselves these days, TalkTalk isn't it?) who ignored my cancellation email because it was "not a written form of communication" and got very "troublesome" when I cancelled the direct debit before they could grab the money.
I am writing this review via 3G. Why? Because my broadband is down again, from the snail pace it was before. Apparently, it's probably my fault, and IF it is, they will bill me £144. These spivs have a bad attitude ingrained in their whole company philosophy, their contract terms are extortionate and downright dishonest. Please quote unfair terms in the consumer contracts act 1999- Get out now before you get conned, like me
Went onto Plusnet website and did live chat with advisor. The transcript proves that she assured me that there would be no installation charges. On this premise, I signed up. After they'd taken my money, PlusNet then told me that I needed to pay an extra £50 for installation. Hours hanging on phone lines and listening to pre-recorded music ensued! Still waiting for the return of monies that PlusNet took from my account. Nightmare company. AVOID AT ALL COSTS!!
After being with TalkTalk I had become accustomed to a poor connection, poor service and even worse communications. Within 12hrs of being set up on Plusnet they managed to fix an issue that TalkTalk floundered on for 8 months! The customer service advisor that I spoke to at Plusnet personally monitored and fixed the aforementioned issue (no dial tone on the landline) within a day, beats my old experiences of being fobbed off and call records mysteriously going missing hands down.
Plusnet FTTC Speeds (Day 2 of 14 for line attenuation)
66 Mbps Download
17 Mbps Upload
TalkTalk FTTC Speeds (Month 8 of my 18 month sentence, which I cut short.)
24 Mbps Download
6-8 Mbps Upload
That and the pricing on the Unlimited packages differs between the two companies I've had experience with. Plusnet £30.11p/m and TalkTalk £45.60p/m, so I'm paying less for a better service ...magic!
Another bonus is that they have UK call centres vs the Indian based ones i'm used to. (can't understand most of them to save my life, no offence)
My previous ISP was banished, without issue or a MAC code, by Plusnet.
I'm starting to see why they've won so many awards! RECOMMENDED!!!!
Initially promised 4mbps with a range of 2.5mbps-7mbps.
I got 0.8mbs max - consistently. That is ONE THIRD of the LOWEST promised speed and too slow to even stream low res Youtube videos.
You cannot get through on the phone unless you have no value for your own time whatsoever. You cannot email anybody directly at all.
To try and get further help you need to raise a ticket by following a tick box troubleshooting process which is quite frustrating an leads you to a funnel where you are forced to agree to pay a large sum for an engineer's visit IF no fault on the line is found. Please people do not agree to pay this. Call or write but do not click to agree to this no matter how frustrated you are. The agreement is clear and concise and could leave you out of pocket and in a troublesome situation in terms of proving where the fault lies. You are entering into a contract to pay a lot of money if no fault is found. The idea is to ensure you do not frivolously book an engineer without troubleshooting first but if you don't have a spare router it kind of leaves you in a predicament.
Eventually my complaint was picked up by Plusnet support via their ticketing system and after some discourse an engineer arranged. I think I got lucky with the Openreach engineer who was outstanding and did several hours of work to locate a line fault and fix it.The speed has now been improved to within the lower end of the promised range, although the upload speed is quite low at 0.3-0.4 mbps.
Once I finally got a decent human at Plusnet to pick the complaint up the patience and professional tone of their communication has been outstanding. This far surpasses any other telecomms company I have had to deal with. The unprompted updates are excellent. For me the phone waiting time is still too poor. I feel for the guys in the call centre. The one I did speak with (Simon) was polite, professional and knowledgeable. Plusnet - don't burn them out!
For the price I will be happy to stay with Plusnet providing the speed remains at the current level. This has cost me several hours of time and half a day off work but at least it appears to have not been in vain.
Note that there is legislation including the Unfair Terms In Consumer Contracts Act 1999 which provides consumers with protection over any tricks in small print which seek to evade a clear statement or promise that is made to induce you to enter into a contract in the first place.
As with all complaints I urge you to record ALL phone calls, letters etc incoming and outgoing or at least make notes of peoples FULL names, dates, times and the contents of what was said.
For the commenter:
The line speed was checked by Plusnet at the beginning of the sign up process and was confirmed as 4.5 mbps as per above. This is obviously not based on pinpoint information relating specifically to your address although it gives the impression they are actually testing your individual line when you sign up.
It is still the responsibility of the supplier if they give false information when you sign up regardless of whether it is a mistake or not.
Moved house for the second time in two years, and all went well apart from, yet again, problems created by Plusnet when I wanted to move my phone & broadband. It takes AGES to speak to anyone (anywhere from 12 minutes to 28 minutes), and then they give you 'duff' advice, so you have to phone back again and wait in the queue. It wouldn't be so bad if you knew how long you might have to wait, but you don't. I phoned at several times of the day, but had the same problems. I was told that it's house moving season (July) but I had the same problem when I moved last time in October! I literally spent HOURS on the phone, and despite giving Plusnet two weeks notice of my move, I did not get an Internet connection until 10 days after moving. I was offered a reduction in my monthly payments, which will take me to the end of my contract, but I will not be staying with them after that!! You can look on their website to see how long the current call waiting time is .... I did this after 10 minutes of waiting for the phone to be answered; their website said that the waiting time was just over a minute. It was a further 15 minutes before I was spoken to!
Moved to plusnet from Tiscale/Talk Talk, which frankly was a joke. It was the first time I had realised that you didn't have to make a cup of tea whilst waiting for a small video to download! My download speeds are great, the phone service transfer from BT was smooth and it was the first time my phone had worked for over a month. After the combo of BT and Talk Talk messing up at the exchange (which it took them a month and 4 visits from an engineer to identify several times, despite them first identifying it within 2 days). Tiscali was good before Talk Talk took it over, now it takes about £50 of calls just to identify that they have a problem, all of which at your expense and with no broadband.
I noticed I was starting to pay £60 a month for my broadband and phone (normaly 24.99) although not on unlimited this is ridiculous, download speeds so slow, thats why we are on so long trying to download even a small clip from you-tube. Complete rip off and customer service bloke so demeaning with couldn't care less attitude. I'm looking elsewhere as customer service means a lot to me and I'm happy to pay more for that.
Any one convinced that the customer service team at Plusnet are a capable and understanding department are very much mistaken. I spoke to a grand total of 9 people about one question, only the final one was even remotely helpful and he sounded like his supervisor was holding a gun to his head.
2 issues: lack of any emotion or understanding and lack of knowledge and expertise,
I first rang after joining as I was told that an engineer would be at my property on a particular date me and my partner were free as we both work shifts, only to be told that the engineer was actually booked a week later as the earlier date was a 'rough guideline', 7 days in my eyes is not rough, its miles out. The 'woman' the other end of the phone read the FAQ Answers for employees and was clearly at the end of her shift and needed a cigarette as there was no sorry, compassion nothing.
So anyway I let the previous conversation slide as there was nothing I could do, however the bigger problem came when I made the mistake of beleiving them when they said on joining that the property I was moving into did not have a phone line and therefore need one installed. On arrival at the property it had an Open Reach port and after plugging a phone in and ringing 17070 was told the number attached, great news you may think, im now £49.99 better off as no engineer visit is needed and instead of waiting 3 weeks my internet could be up and runing after 5 days. I rang them up and told them this however they insisted I needed an engineer to install a new line and something in the exchange, I am lucky because I know how the exchange works aswel as how phonelines are owned and operated by Open Reach so I know that no engineer was needed and the 'ghost line' just needed to be activated. However it took 2 weeks, many phone calls and emails, and only on the day before the engineer visit was scheduled did they let me know that I was correct and all the phoneline needed was reactivating. Got a refund of money, but I had to fight long and hard for it, and it was all because the customer service dept did not know how their product and suppliers worked!
Got to play it by ear now the internet has finally arrived.
Had Virgin and Sky previously but have to say Plusnet have already after one week shown me maybe Virgin customer service wasn't so bad and that maybe Sky were worth paying more for.
Internet is painfully slow and frequently stops working - although getting through to customer services is even slower - a total of 2.5 hour BEFORE talking to someone is unacceptable. Then I was told "Sorry but now you are with us you have to pay to cancel your contract as we are providing you with a service even if you aren't happy with it; it's tough"
Was with Sky a year and had constant reliable service and on couple of occasions I had to ring them they answered in minutes and had the most basic of things; manners and courtesy. I would rather pay more and get a functioning service.
I am going back to Sky as soon as I can get fibre in my area (September 2013) and however much these Sheffield cowboys charge me they can have it and shove their rubbish service where sun doesn't shine.
I cant even get through to anyone to cancel my contract with PLUSNET. They keep putting me through to the wrong department and then cutting me off. Also this only seems to happen when I call on 0800 freephone number. When I have called on the 0345 (a hefty charge per minute) low and behold i get through to someone who chats away at my expense then says they will put me through to another wrong department, the moving home department. Oh and expect to have to explain your story EVERY SINGLE TIME. Exasparating!!! I dont want the moving home department, I JUST WANT YOU TO CANCEL MY CONTRACT. I called up with the 14 days cooling off perdio but it has now been three weeks and they still haven't cancelled my contract and have also taken money from my account for a service in a house that I do not use as I DON'T LIVE THERE. URGHHH. Have written to them today with a stinky letter and also told them that they might have won awards for their customer service skills in the past but when you want to cancel with PLUSNET then GOOD LUCK to you all. IT IS QUITE POSSIBLY, THE MOST DIFFICULT THING I HAVE TRIED TO DO IN A LONG TIME.
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