Apologies for the delay in replying. Are you getting anywhere near your speed estimate? - http://www.dslchecker.bt.com/adsl/adslchecker.welcome
If not then I'd suggest raising a fault via http://faults.plus.net so we can take a look into that.
Apologies for the wait time, it's not something we like either and we always try to keep these to a minimum. Did you mange to get your query sorted?
Sorry to see that you're unhappy with this. If you were to take Line Rental Saver(pay 12 months upfront) you would save over £35 per year for this.
Have you managed to get a resolution to this?
That's not a good read at all, sorry you've had the missed appointments. Are you still planning to have our services and if so has a date been arranged for you for this?
Plusnet Broadband Reviews
You say "OFCOM has looked into the poor service from Openreach, because, let's face it, they're the ones responsible for problems with installations"..... this is not the case with me.... in one instance, PlusNet booked the install with me, I remained at home all day, at 1600hrs they called and said they had forgotten to enter the install on the system.... BT, on the other hand, made the appointment, kept it and installed....
OFCOM has looked into the poor service from Openreach, because, let's face it, they're the ones responsible for problems with installations (or not turning up). The ISPs are in the middle, getting the flak from customers. One of my clients has an account with Zen and today is the third appointment for Openreach to upgrade them from ADSL to using Fibre (FTTC).
Not Zen (or Plus.Net) that cause ALL the problems, and the T+C on charges etc are in place because if the user isn't there when Openreach visit, Openreach charges the ISP. Understand the frustration over lack of compensation if Openreach doesn't come but again, it's always blamed on the ISP whilst they don't control the appointments of the Openreach engineers.
Luke - if you are on a Market 1 exchange, unfortunately you have few options and choices over ISP. I, too, get annoyed when I see major reductions for new customers, but all ISPs do it.
A friend using FTTC and with the phone line rented from PN was offered a deal by EE which worked out 10 pounds cheaper, and while he could have gone through with switching, PN was willing to drop the cost, so it shows they can price match for existing customers, when they may lose them, but on Market 1 few other deals will be cheaper than Plus.Net, anyway.
PlusNet were so bad on service that I did not even have it installed in the end.... Missed 3 install appointments, you are right about one-sided customer agreements - if I had missed the install appointments, I would have been charged..... they miss them, tough do-dos.... PlusNet Customer service a complete oxymoron, they don't know the meaning of the words - my advice.... stay away. By the way, I have warned 7 friends and colleagues off joining them..... all took but one took my advice.... the one who did not is now terminating his service and getting another provider in....
Well as a loyal customer in business and at home for over 10 years I have been offered a big fat zero incentive to keep the service. My reliability is now so so, I cannot any longer stream video from Amazon even though Netflix is fine.
I ask customer services what do I get for being a loyal customer and it is clearly a big fat zero. I can save a whole £3.60 if I pay my line rental in advance for 12 months. What a joke all I get is you are in market region 1 so that is all we can do. What a load of bulls***t. Yet they will subsidize services for new members.
Plus.net offer a good service but just take their discounts and go elsewhere when they end as they truly do not give a damn once you have signed on the line.
What they have offered me as an existing customer with a deteriorating service is totally disgusting imo!!!
Due to plusnet customer services insisting that they are in the right and that nothing illegal is being done on their part we have had words.
Plusnet have a user agreement that is one sided in terms of adherence. The user has to agree to follow the user agreement while plusnet follows an unwritten and undeclared user agreement that they will force you to follow as well.
The thing I find remarkable but unsurprising as well is that they will use your need to get what they want as leverage. If you dont do as we want we will not fix the phone or find out why your BB speed is slower than what was advertised. You answer completely ridiculous and unneeded questions that dont prove a thing or we dont do anything for you - OK!!
Then there is the tyranny of the "I am only doing my job". Their customer service is passive aggressive as well. I had someone higher up say to me to end the call "dont call us again" but in a pleasant tone. The harshest words are spoken softly. The trouble is they think that if they say everything in a pleasant tone the customer will not realise what is happening.
Charlotte - cannot understand how you came to be cut off. I've been a customer for over 11 years with very few problems in that time (and some down to Openreach phone wire from pole to home). As for delays (and for Jack, too) it does depend on time of day though not an option for everyone to call during the night shift. They are opening another Call Centre in Leeds in the next 6-12 months, I believe, so hopefully those delays will reduce.
Jack - regarding poor speeds, have you seen the thinkbroadband (.com) map of slow spots and 'not' spots? There may be reasons outside the ISPs control (so other than Virgin, most ISPs using the landline you have may be similarly affected). What do the "check your speed" estimates report from other ISPs, out of interest?
Shame that PN didn't serve your needs (though there are tens of thousands of happy users).... but good luck to you both.
How they've won any awards for customer service is completely beyond me! On hold for between 25-50 minutes initially for each call and then cut off. Five times. Lost the will to live after the third. The customer service was so appalling I wouldn't have them as my provider again if the service was free. Good riddance.
I live in central london. My plus net speed at 3am is 1.6 Mbs. I am unable to simply download Amazon in order to buy anything. I cannot watch an instructional video on utube. Plus net phone lines never answer in less than 20 to 30 minutes waiting time. The advertised speed of 16 Mbs is total rubbish. under this comments box they ask for my emotions in writing this, probably so they can dump the comments they don't want. I guess we the public are being totaly ripped off by these ISP companies. It's time to switch to Virgin. And the button below asking for notification does not register when ticked.
After a lifetime (over 30 years) with BT finally made the jump. Driven by BT's appalling excuse for customer service, 3rd world, disinterested customer & technical support and, the straw that broke the camels back, - 3 months to fully reinstate our service after a house move of 2.8 miles.
Full of trepidation we signed up with PlusNet (yes I know they're owned by BT) and although its early days, nothing but praise. Broadband active, phone switch in a fortnight
Everything working as agreed, router delivery etc and
always a friendly English - well, Yorkshire :-) - as a first language at the end of the 'phone.
And when BT cut us off 24 hours earlier than agreed (typical :-( ) PlusNet activated the broadband within 10 mins of my phone call, a day earlier than scheduled. Kids homework saved :-)
Speed seems better (10mb vs 8mb) than BT's even though down the same line.
Only downside seems to be call waiting times 5-10 mins but 0800 so no financial impact
Keep it up Plusnet and you'll have us as customers for a long time to come
Apologies for the wait times, are you able to add your new MAC key via http://plus.net/mac
If not you can submit this at http://contactus.plus.net
We're working tirelessly to improve call wait times and have recently opened a new call centre in Leeds which is showing signs of improvements.
Our call wait times can also be viewed at http://csc/plus.net
Plusnet Digital Care Team
Signedup online, entered the MAC code which was double checked when got off BT and then again before being entered. Got a mail to say that the MAC code was wrong they would contact us.
Tried to contact plusnet could not get through on their helpline long waiting time. Got new MAC code and have been trying to contact plusnet ever since, waiting over 20 mins on their helpline on one occasion. so we're now at stalemate, they took the 1st months payment already. Their broadband may be spot on with good customer service as reported on other sites, but how the hell can you get to speak to them.
> Lynton : "missed appointments are not just an inconvenience, they cost the customer money."
Openreach are the ones (sometimes) to blame for missed appointments. It's a shame the ISPs are always getting the flak, whether they are at fault or it is outside their control.
http://is.gd/OpenreachPerformance is a link to a report about a consultation by OFCOM regarding the (poor) performance of Openreach.
Not sure if any ISP would offer you compensation at the level you want though. Yours is a very significant fee per day - I know the MD of a consultancy firm that probably doesn't charge his clients as much as that (and his firm has over a dozen employees). You don't really need many days work per year to have a very comfortable lifestyle, but then again, that's probably straying a bit too far off telecomms, Openreach and ISPs...
Bob, you say in your reply to me: "If you were still with us then by all means I'd look at providing some sort of recompense but as you took your service elsewhere then I'm sorry to say I'm a bit powerless :( "
Not good enough - one question, if I had not been at home for the two installation dates, would you have charged me? It is time PussNet realized that missed appointments are not just an inconvenience, they cost the customer money.
@Martian - yes, Market 1 does seem to be half the problem - and it exacerbates the difference because unlike every (?) other ISP, Plus.Net actually passes on the reduced cost for Market 2/3 pricing to their customers, so can imagine it is a much greener grass you see than myself (for what it's worth, I started with them in March 2003, 10.5 years ago!)
I see the price reductions and understand your feelings (I have been looking at Fibre, but not made the switch, and when someone from Plus.Net rang me the other day, explained how the discounts that are given to gain "market share" don't go down with loyal customers, myself included!)
I think the big problem is that some ISPs are offering ever cheaper prices for market share (Sky and TalkTalk for example) and Plus.Net feels it must offer these discounts to get fresh customers, so on that score I can understand why they are offering such low prices for new business...
My only suggestion is to consider whether you have other options such as Primus for the phone service (I know it bumps up the broadband cost a little, and Caller Display seems to be cheaper with Plus.Net, but the rental and calls might compare favourably and save a bit on your monthly bill... the other option being to pay the line rental annually and make a saving overall, but it rather locks you in for 12 months).
@Martian, if you've a recent support ticket reference you can provide me with then I'll happily take a look and see if there's anything I can do?
Plusnet Digital Care.
Thanks for the reply Bob but I already discussed it. I was given a whole pound off a month but then switched to a contract. I just feel let down as I have been a customer both in business (3 branches, 3 connections) and home for 7 years and I get a whole £12 off a year. Yet new customers get heavy discounts. Not sure how many people could say they have been with the same ISP for 7 years.
I'm not here to get drawn into an argument, I'm here to help.
Martian's pricing will be akin to other Wholesale providers being in a Market 1 area however as mentioned, we may be able to negotiate a cheaper rate.
The £2.99 is a promotional discount for those in a Market 3 area (the majority).
You're free to contact the ASA, although I doubt it would be worth your time. What the customer's paying in this instance has little to do with our advertising.
Plusnet Digital Care.
@Martian, might be worth a chat with our Customer Options Team if you've been with us a while, they might be able to offer you something.
@Lynton you mentioned a Plusnet-arranged Openreach engineer turned up moments after BT Retail-arranged Openreach engineer? That's where the stepping on toes comes from. They share a common system so that should never really be allowed to happen. It's a waste of Openreach resources.
Just to be clear, the *same* Openreach engineers are used for BT Retail, Plusnet and many other ISP's installs. BT Retail don't have their own pool of engineers.
If we book a visit and an engineer doesn't show then yes it reflects badly on us. It's largely outside of our control though. As for us neglecting to book one in the first place then that's entirely our fault and I'm sorry it happened to you.
If you were still with us then by all means I'd look at providing some sort of recompense but as you took your service elsewhere then I'm sorry to say I'm a bit powerless :(
Regarding the customer service, I'll admit we're not perfect. We fair pretty favourably against others though when it comes to independent analysis.
Anyway, thanks for the feedback and sorry for letting you down again.
@Dave, not sure what Ofcom investigation you're referring to?
20Mbps for a 21CN circuit over copper wires is *not* impossible. In fact maximum throughput is around 21Mbps. The reason we advertise as 'up to 16mbps' (not 14mbps) is due to the ASA guidelines explained here - http://www.thinkbroadband.com/news/4802-asa-publishes-speed-claim-guidelines-for-broadband-adverts.html
Basically we have to be able to prove that 10% of our user base provisioned on the product in question are able to achieve the speeds advertised.
You're right, cable/virgin's an alternative although coverage can be a problem in places and people should be aware of their traffic management restrictions - http://my.virginmedia.com/traffic-management/traffic-management-policy-30Mb-or-higher.html
Plusnet Digital Care.
Ref Bob P
"We do not ignore emails, [YES YOU DO] I've apologised for the call waits [Sorry is a meaningless word] and we do not make a habit of overcharging customers.[ I think you will find you do ask poor Martin another victim]
I would class nearly forty pound a month for 1 phone call and a lame 7mb B/Band a extortion ! Give him a refund and future discount, your advert states £2.99 a month ?.. do I need to contact the advertising standard authority ?
This is a breakdown of my bill.
1 Call charge - 28/10/2013 £0.60
1 Plusnet Unlimited (Contracted) - Market 1 charge 28/10/2013 27/11/2013 £16.99
1 Call Plan charge 28/10/2013 27/11/2013 £4.50
1 Talk Anytime charge 28/10/2013 27/11/2013 £14.99
Problem seems to be I am market region 1.
@Dave - lots of people (around 50% of the UK) cannot get service from Virgin Media - try L20 4EG in their postcode checker. Also, lots of speed estimates / checks are well below 8 Mbps - try the map with broadband speeds from users of ThinkBroadband.com - you will find slow speeds from lots of different ISPs, country wide.
You're lucky to have the choice, but lots don't have the option of Virgin fibre, and yes, phone lines are, in some cases, old and cause lower speeds, but that's going to affect all ISPs, equally.
As for line rental, well, the simple truth is that they don't all charge around 15 quid - my rental is 5.99 with Primus, and many firms offer savings by paying a year in advance, dropping the cost to the equivalent of 10-11 pounds a month. My 5.99 charge is monthly, not based on annual fee.
firstly, they were not 'treading on each other's toes' they just ensured the job was done in double-quick time, please do not try to corrupt the good service I got away from the absolute shower of brown stuff that Plusnet called 'service'. The underlying provision may be the same for all providers, however, it is the efficiency of the overlaying service, the back office organization, which the CUSTOMER experiences, that counts.
When you don't arrive when you say you will, when you book a further appointment and break it because someone forgot to enter it into the system - that is just poor service. A company that gives it's CUSTOMERS poor service does not deserve to be in business.
I have put Customers in capitals because I think Plusnet have forgotten the term. We buy a service, it is a contract, the service should be delivered as contracted..... In my business, if I don't perform, my company is hit with penalties - I strongly believe that when you mess up, as in my case, costing me 2 days off work, you should have to compensate for the lost earnings.... that would soon focus your mind on your service, and the cost to your CUSTOMERS of what is an unfulfilled promise. When you make an appointment, it is a promise. My promise - I will never have Plusnet in my house or my business, my promise, I will go on dissuading anybody I meet, not to go Plusnet. That's my service.....
No idea why the level of service differed so much because ultimately we use the same ordering systems and enlist the same Openreach engineers that BT Retail do. Makes if even more confusing the fact they they seem to have stepped on each others toes!
Anyway, sorry you had such a poor experience.
@RRees, anything I can help with?
Plusnet Digital Care.
@Peter on Merseyside...........What ?
"Unlimited broadband was launched back in December 2012, and is under 15 quid a month". ..(my Virgin 30mbps fibre is £9 a month unlimited)...."If you have phoneline rental on top, that would add a bit"...yes just short of £15 (all providers which is being investigated by OFCOM) ..Oh and you need the landline to get a BT (P/n, or other ISP) All other than Virgin are BT lines old copper wire some over 30 years old that why they are all an average of 7-8mbps they use to advertise UP TO 20mbps (Impossible) now they claim 14mbps maximum but 7-8 is normal anything less you need to dump them ASAP.
An earlier poster had it just right. Plusnet are no better or no worse than many ISP, but if something goes wrong, then boy have you got problems. Their service centre (an oxymoron) is no help
You have read about the total cock-up with my installation of Plusnet...... I still laugh when their advert comes on the TV..... I ask, how is it that BT can make an appointment to install 'phone, broadband and TV all on the same day, not only stick to the time and date for install, but keep me posted to ensure I was confident of their arrival. Not only did one guy turn up, but another engineer arrived because he had finished a job down the road early and wanted to lend a hand..... that's service. Also, what made me laugh, after the BT engineers had left, about an hour later, a Plusnet engineer arrived, not aware that I had cancelled the service from them. The great thing is, three friends were on the verge of signing for a Plusnet service - convinced them that this was not the way to go and they went with alternative providers.... how does the old saying go - a happy customer tells, on average, 3 other people, an unhappy one tells 30....
@Martian - how is it so costly? Unlimited broadband was launched back in December 2012, and is under 15 quid a month. If you have phoneline rental on top, that would add a bit, but unless you make lots of calls or have fibre (or a very old account costing more than recent accounts) I cannot think how it is costing you so much.
@Dave, I'm not fobbing anybody off, I'm offering to help.
We do not ignore emails, I've apologised for the call waits and we do not make a habit of overcharging customers.
Openreach, BT and Plusnet are *not* the same company from an operational perspective. Equivilence means that us and BT Retail have the same relationship with Openreach as do other ISP's who use BT Wholesale to provision broadband. This is something that's been forced by the regulators. I'm pretty sure I've explained this before though so I'll not labour the point.
@John, thanks I've just taken a look at your account. The original phone line activation was scheduled for the 28th October and it was always the case that the broadband would be activated 5-7 days following the installation date. This was explained in an email we sent to you on the 7th October.
As you're only too aware, the original engineer appointment did not happen or was delayed (something we were only notified about on the day itself). We rebooked an appointment for the first available date (4th November) and I the line was subsequently installed. We then placed the broadband order as we always intended to with a 7 day lead time. This is scheduled to complete on Monday.
Unfortunately, as it was never the intention to install both services simultaneously, I can't lay blame with Openreach for the time it's taking to activate the broadband. I've therefore no grounds to request that things are expedited.
Sorry if that's not the answer you were hoping for. To allay some of the hassle you've had, I've discounted the cost of your broadband service for the next 9 months. I'll drop you an email containing the details.
Let me know if you need anything clarifying.
Plusnet Digital Care.
Although I am overall quite happy with Plus.net I am now finding the prices quite crippling. My bills are never below £38 and I only get 7mb. I am beginning to feel it is worth a change as there seems to be little to no incentives to remain a loyal customer.