Plusnet service a joke. Once they are asked to correct anything, then they go into their default mode - inactivity
Plusnet Broadband Reviews
Afer 12 years of being a Plusnet customer I decided to transfer to a cable ISP to be able to get their TV service. I thought that this would be a simple matter but how wrong I was!!
I telephoned Plusnet cancellation department on the 20th November. I spoke with Sarah, cancelled my account and paid all outstanding bills in full by debit card. Sarah confirmed that my account was closed and that there would be no further contact from Plusnet. A day or so later I cancelled my Direct Debit at my bank.
Sarah's comment was far from correct. Within a few days a received notification from Plusnet that they were to take my monthly payment by Direct Debit. I posted a comment in the Support area of the Plusnet and in a telephone call was told that the matter would be corrected.
Wrong !! I then received a barrage of texts and emails complaining that they hadn't received my monthly payment. Each time, I posted on the Support pages and telephoned, pointing out that my account was cancelled and I owed no money. Obviously, no one at Plusnet read these comments or took any action to deal with what was happening.
The final straw was when I received a further email threatening me with the news that Plusnet would involve a Debt Collection Agency if my bill was not paid immediately.
So, I telephoned Plusnet again and after hanging on the phone for 32 minutes my call was eventually answered and I was put though to Sam in 'cancellations'. Sam was totally laid back about the situation; descibing it as 'a bit of confusion in Plusnet'. He also totally dismissed my suggestion that Plusnet should pay me any compensation in recompense for all the trouble I had had.
He agreed that he would confirm in an email that my account was closed , that no money was outstanding and that there would be no further contact from Plusnet. Not, surprisingly, I have not received an email which includes these points.
So, there's my tale of my service experience from Plusnet - as far as I am concerned, I am very pleased to have discontinued my custom of a business that treats its customers in such a shabby way.
@Sonia - so what have they charged you for, and what account do you have? I think users had to opt in to their Unlimited accounts (I remember I did so after the launch of unlimited in December 2012). Before that, they had limits of 120 GB (Premium) 80 GB (Premium before June 2012), and the Extra account had a limit of 60 GB during peak hours (0800-2400), but if you had switched to unlimited they would not charge any extra.
Or are you discussing phone calls rather than broadband data usage ? Maybe you could explain the 'special terms and conditions' if you think they are unfair or misleading. Thanks.
Been with PN for over 6 years. Prices have been creeping up, customer service creeping down. Didn't even tell me when fibre became available in my area despite the fact that I went from 2.5mb to 40mb when I switched (could get up to 72mb with other fibre providers, but plusnet want even more money for the 'full speed' fibre). I was misled over the fibre installation and timing of discounts that would be available to me - I was told I could get a discount on fibre after installation, yet once it was installed they said they couldn't give me anything! Now I'm in an 18 month contract and faced with almost £300 in exit fees if I switch providers. I am now taking legal advice on this one, what a headache. Goodbye Plusnet.
My experience with PlusNet has been abysmal. Extremely long wait times to talk to customer services - more than 20 minutes on hold and still cannot get through. They make it very difficult for you to cancel - to get a MAC code you either have to ring (spend forever on hold) or post using recorded delivery. A major IT company insisting on snailmail is unbelievable. I will never use them again.
just changing from the crap plus net good honest broadband
they disclosed that there box is not good and that in a stonebiult house it wont work well at all well the surprise ive had crap broadband for 1 year tried all sorts to sort changing channels moving box going to bed early so as not to bother using the broadband as it just cuts out around 9 30 then does come back till 11 etc . back to bt hopefully better box . if your rural your stuffed in my opinion but thell take your money anyway . if your not electronicaly savvy you just pay and complain and get now where id never had to change the channels before but seems bt box does this all on its own plusnet doesnt and god knows whatever else your not told . when you sign up for there crap broadband and it gets slower not faster as you use it its like oh dear there actually gwetting broadband and using it so well reduce the speeds and times and dont have two people using it in the house thats impossible you fight over the bandwidth and get both crap and cut outs . technology s fine for those with money and in the city everybody needs to go get a degree in telephony electronics before signing up so you can understand why your getting ripped of
Plusnet believe that they can use words like 'Unlimited' and 'Anytime' in their marketing and then apply special terms and conditions to these words which - if you're not aware and not careful - lead to unexpected charges.
Can`t even fix a fault with their own equipment
i have had to take many days off work, and still the fault with thier equpment is not fixed. they continue to take money for a service they are not providing, and as i have lost so much money sitting at home waiting for an engineer to visit if they actually turn up, they claim they have a photograph of my front door to proove they visited, this is contrary to 6 hrs of cctv footage. i may be forced to take them to court, as apparently a payment for a service that they can`t provide is non refundable.
After the 3rd and final BT visit my connection speed is less than when i started to complain about it dropping out. and plusnet`s responce is its fixed. i think not.
I have plusnet at my office and has been ok, they used to be really good over the phone at customer service but I have noticed them slip a lot.
I opted for their fibre service when I moved home, unfortunately could not get virgin fibre optic which I would have back without thinking twice, virgin was installed at my previous house and ok at times there was the odd outage but virgin connection speeds and stability were spot on.
Having fibre installed from September 2014 has been a complete nightmare from installing, 10 days for the line to become stable is a joke and it has never become fully stable at all, I've had drops outs, rebooting the modem and router at various points to no connection at when I have woke up in the mornings, rebooted modem / router and ok for a time.
I've had 2 engineer visits from BT Openreach, 1st engineer replaced the flaky cheap looking white fibre modem which BT has had previous problems with, apparently these have been resolved by using another provider for the modems but I am hugely suspicious of them.
Both the BT engineers have not had any good words to say about the modems and they are BT Openreach engineers using their modems for plusnet, to also add the engineers say plusnet are the only ISP to use the modems from them? says it all.
The second BT engineer tested everything for 5 minutes and said he can't find a fault, 5 minutes out of 24 hours is not conclusive in my opinion, plusnet have already flagged various drop-outs and stability issues and this is why the 2nd engineer was arranged.
I have also tried a brand new £90 router for fibre connections and still had connection issues, stability and internet speeds that are all over the place, most homes use wireless devices for streaming and as long as you are in good range and have a decent wireless n router or dual band you should not lose much speed through wireless, also depends on devices and their wireless technology.
I am not a novice internet user, plusnet and BT Openreach are clearly playing cat and mouse here with customers, I'm now in a position where I'm not getting the intended service with repeated drop-outs or no connection at points unless I reboot the modem supplied.
Plusnet initially said I could cancel on a support ticket but when I called up I get told there is no problem now and I can't cancel, the last BT engineer has done nothing at my property to change anything or equipment but the problem has now gone away according to plusnet!?
I am now in the situation to go down the deadlock letter route and require (ADR) Alternative Dispute Resolution, if you have a problem look at the ofcom website.
I have a broadband and phone connection at my office with plusnet which is out of contract, after the problems and lack of customer service on my residential service I will be cancelling my business services with plusnet ASAP and going elsewhere, let's see if plusnet decide to change the goal posts and tell me I can't cancel as I know 100% I'm out of contract.
To sum up, plusnet early days were good with my business connection but overtime are not so good and my recent problems with my residential installation shows that they have lost that hunger for good service and wanting to grow their customer base, a good apple gone bad I'm sorry to say!
It is mentioned that Plusnet have a set answer. Tend to agree. They act more like some council jobsworth thana private company
Do not order with Plusnet - so far we've spent over £40 on phone calls chasing them and taken three days holiday from work to wait at home for installation and we still haven't got things properly installed. I never really bother to post reviews like this, but the service has been so bad with Plusnet - and I'm so infuriated - that I'm posting this. What follows is boringly detailed, but I'm putting it here for the record:
Ordered fiber broadband on the 23rd August with installation date set for the 16th September. When the engineer came, we were told it was only to install the phone line and someone else would have to come to install the broadband - Plusnet did not explain this when we ordered.
I had already taken one day off work, and had to take another off on the 23rd September for the second visit. During the first visit, the engineer pointed out that our phone socket was not near a power outlet, but that would be fine as the engineer installing the broadband would be able to run a wire through and install a socket near a power point.
When the engineers arrived for the second visit, they said Plusnet had not ordered a "full installation" (Plusnet use BT engineers), so they did not have permission to move the phone socket and could only set up the broadband through the existing socket (which doesn't work as both the modem and wireless router need a power socket). Between all of this, we've had to make several calls to Plusnet, which has cost well over £40 (we couldn't use our land line as there is also a fault on that which Plusnet also haven't sorted out yet - and Plusnet don't do call backs, even though they're the ones who have messed up), with all the time waiting to get through to people.
Plusnet said they would expedite the order to ensure a BT engineer came to do the full installation, but the visit was then not arranged until today (14th October). This time, my girlfriend has had to take the day off (third day of annual leave taken from work just for installation of internet). The BT engineer has just arrived and told her that he doesn't have permission to move the phone socket as Plusnet have not ordered a "full installation" - which was the whole point of this visit happening. This has been a complete waste of our time and money, not to mention all of the holiday days we've had to use up just to stay at home for a job to not be done as promised on three occasions.
BT have blamed Plusnet and Plusnet have blamed BT. I don't care; we're Plusnet's customers and they should be sorting it out, regardless of where the blame lies. I have no idea what Plusnet plan to do next, but I'll be expecting a refund and more for all the money lost on phone calls and time taken off work on account of their incompetence and the inability of Plusnet and BT to work together - and if it's not sorted out very soon, I'll be cancelling altogether (the only thing stopping that - only just for now - is the pain it will be to have to start the whole process again with someone else).
I caught off guard one of their call center team, by asking at the start of the call who do you put first. The caller or yourself. The reply was myself and my job. For the rest of the thirty plus minute call when this reply was brought up he was in denial about what he said.
Plusnet have a standard response for any question. That is we need to log you in before we can answer that. Not only that but it is appled to every question. Why is my towel wet? we need to log you in before we can answer that. Why is grass green? We need to log you in before we can answer that. Why is there is limit on how fast an object can move? We need to log you in before we can answer that. Yes they are that ridicuolous.
But the perverse thing about needing to log one in before they will answer anything is that they know who they are talking to. "We dont know who we are talking with unless you answer/pass the DPA questions - david smith!!!". I had yesterday an floor manager asking what my name was while telling me what my name is. ie is that david smith I am talking with?
Also, despite them saying they dont know who they are talking with, it remarakable how their staff are able to locate the right record to write notes on.
But even worse, is the intellectual capacity in terms of memory and retentivness of memory their call centre staff have. You explain the situation. They then ask you at least once to explain the situation again as they have forgotten what was said. You are their memory.
Then their is manipulation tactics when they dont want to answer your questions about why the service they are proving is so crap. "Moving on" is one such phrase I had yesterday. Or when they are trying to manipulate you to put the phone down so they dont have to. "I have done this and that for you" when of course they have at best done only ten per cent of what is required. Then repeat that phrase until the caller gets the message (without the call centre staff having to say it off couse) that they should go away now.
And this obsseivness about needing confirmation for anything. "is it OK if I put you on hold?" I have no control over the situation. What are they asking me for? Then there is the sneaky "I need to speak with a manager?" Which is really , I want to put the phone down on you because i do not want to answer your questions, and I do not seem to be able to manipulate you to go away. So I am getting permission from my manager to put the phone down".
They are crap. I was laughing with another ISP about their tactics. The bloke openly burst out laughing at much of what I told him.
Sighnup with plusnet. Dont do it unless you are stupid.
Jim - there can be a number of reasons for poor speeds, and while I know you see Plus.Net as the problem, they (and all the others) are likely to have Openreach engineers involved with the work - so it's outside the ISP's control to a big degree.
When I first had broadband after moving from one place in N Wales to another, the broadband was at 160 kBps (0.16 Mbps) and if it rained, I lost all broadband (and voice calls) for up to 5 days.
Every time I checked with the BT "line test" service (using a 3G dongle on the Three mobile network - nothing plugged into the Master Socket), the report was that there was a fault in the house phone wiring. Well, there wasn't, as nothing inside the house was plugged in. After 6-7 months of this, a young Merseyside engineer came on a Saturday morning at 9am. He knocked the door, but before I even had the house door (and then the porch door) open, he was up a ladder sharpish, as he'd seen the insulation was perished on the dropwire (from the gutter down side of house into the hall).
Not only did he fit new wire, but a new Master Socket, in my 'computer room' (a bedroom upstairs) so there was a really short piece of wire) and my speed went up to 2.5 Mbps (OK, slow compared with bigger towns and someone closer to the exchange, but not bad when you are 6-7 km from the exchange in a small village).
I've been with Plus.Net for 11.5 years and would not have stayed with them if I had been unhappy with their service. Staff are friendly, and while no ISP is perfect all the time, I've seen better and better deals coming from them nearly every year.
One minor thing which annoys is that new customers seem to get much better deals (such as an offer at start of 2013 when there was 90 quid cashback and 6 months half price on their unlimited fibre deal), but sadly that's probably true with all the ISPs and many other services/ businesses.
Can only say that of the number of people who post, it is bound to be mainly those with a problem who want to air their views, while the majority, whose service has been going strong for years, are not routinely on any websites saying they are happy.
Don't get me wrong, I don't work for them, and if they do something that makes me unhappy, I'll make it known as far and wide as possible, but I have always tried to use services before recommending them (I've been an IT support person for 20++ years) and I've tried quite a few ISPs but would not recommend others.
Plusnet are crafty, they give a discount for 12 months only to rip you off for another 12 months as soon as my contract is up its byebye plusnet
Terrible service. My broadband speed with plus net is 0.2MBps and I live in the middle of a large town. I cancelled and was charged an extra £48.00. All my neighbors have fast speeds.
I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.
Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!
I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.
As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.
I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.
Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.
At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.
Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.
When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).
At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!
I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!
Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!
My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
This all took place on 6/09/14 .10 days before change over date.
On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
Was it a mistake or was it payback for cancelling you decide.
They didn't do me proud
We changed over to Plusnet from Sky which went very smoothly. We have been with them over a year now and not really any problems. Always get someone from customer service at least speaks english. I was thinking of switching somewhere cheaper but seeing the reviews especially EE I will give it a miss. If it works fine.........
Never use them! They might be slightly cheaper than other providers but to cancel the account with them (I had to do it as I moved out) they charged me a £30 hidden fee (oh yes, of course it was in the Ts&Cs and kept me waiting a total of 28 minutes on the phone. Which of course is not for free.
Thanks a lot, enjoy my hard earned money.
We were drawn to PlusNet initially due to their low advertised prices for broadband and phone packages. We liked the idea that you can pre-pay your phone line rental for a year at a lower rate. The charge for broadband on top of this (unlimited) was very low. I like a good deal!
PlusNet installed our service quickly after our order. I had a few questions about the engineer who installed our BT phone line however. He was "outsourced" (i.e. not from PlusNet and not from BT). He had no accreditation/ID, his van had no company name etc. Bit of a cowboy. Not sure who to blame for this though, BT or PlusNet? He did however install the phone line (some of the wiring I had to fix however... and so the extra costs start!)
Our service worked just fine for a while. We were told our download speeds would be in the region of 4mb/s, fair enough, we only use the internet occasionally and this is sufficient for on demand TV services. We soon got an email stating that in actually fact our download speeds were consistently faster (in the region of 6mb/s), very much a "well done to us" email. After testing this over a few days and at different times (including night times), I found that we were consistently getting 3mb/s. Not so "well done" PlusNet...
About 7 months into our contract our speed slowed down to 0.2mb/s (yes, that's right!) I contacted PN a few days later (to check it wasn't a "one off"). I attempted to open an e-ticket on their support website. I went through all the self help questions (many of them stating "try installing a new x or y... I purchased a new filter, more costs, but they actually asked me to test with another router! And if I continued without doing this, there might be a charge for an engineer?!?!?)
I finally got my e-ticket posted on their site (after many days of slow internet... remember I had to purchase all this new equipment to test my line with!)... No response! Fine I'll call!
I have never felt like such an idiot in my life... they clearly forgot that I am NOT a phone engineer. The asked me to start unscrewing phone sockets, unplugging wires etc. When I explained that I don't have a clue what they wanted me to do, they said "you have to, otherwise we cant help you". So I tried. Learnt a few things along the way too! Nothing again for a few days as they "tested" the line. Nothing. Nothing... So I called again (from my mobile phone as my landline didn't work... more costs!)
Finally, they said an engineer might be required! Hoorah! They did say that if the fault was in our property I'll be charged £60 however... This message came via the online ticketing system. Only that an engineer would be coming out and that if no one is in I would be charged. They didn't tell me when he was coming though... seriously?
Anyway, luckily I was home. He came. They fault was at the BT exchange. Long story short, internet working again (at the 3mb/s realistic speed, not their dreamed up 6mb/s speed).
Verdict: things is fine as long as they work. If they stop working, you are as important as a piece of dirt on ones shoe. They take their time, make you feel stupid, and do the bare minimum to help you. I will not be renewing my contract (unless you offer me something really good)
A number of ISPs are hardly top of the service list, but reading the comments about Plusnet on here and certain other experiences, I'd suggest be careful. There slogan "We'll do you proud," should perhaps loose the last word!
Be wary when joining if you ever plan to switch away. I was with Plusnet for many years, decided to switch away, then got 5 emails and a text demanding money after the switch date when I was no longer a customer! Plusnet said they weren't notified of the switch (even though it's automated), so I had to pay for 2 weeks after the switch date and then another 2 weeks after that to cover "notice" which they already should have had from the automated switch-over, then pay £30 fee because the new provider "wasn't on their network". None of this is clear or fair, but it's all buried in the T&Cs so you're stuffed. All that money and years of being a Plusnet customer and then they screw you for a few pounds if you try and leave. I've put in a complaint and another to Ofcom. Shameful.
@Harveyabo - I would threaten them back with OK you do that but I will take you to the small claims court to get that money back. Believe me, look at the user agreement, there is plenty that plusnet is making you do that is not in the user agreement. For instance making you answer questions before they will deign to do anything for you. They will - and are - trying to hold you to the user agreement - hold them accountable as well. In this way they backed away from me and have agreed to allow me to leave - with no cost.
As written on talktalk, I have noticed a trend where isps are charging an extra traunch of money at the beginning. Like talktalk, plusnet is charging 5.00 for a service that is forced upon you (this case a call package). You have to have it at the beginning although you can cancel it in the first month. Why do you have to have it but are able to cancel - of course to get a little bit more money from you - what else. So beware of the tactics.
I have just cancelled my phone and broadband with PlusNet. Apparently because I am moving to Virgin and do not need a MAC code I will be charged £30 as in the contract. I only cancelled on Saturday yet I am already received veiled threats of Debt Collectors if I haven't paid the £30 by 4th August. I think this is sour grapes!!!!
how dare you leave us!!! They have blown any chance of my returning to them in the future. The email I received is below.
Kirsty Anderson - Sales & COT Analyst
**:**, Saturday 19 Jul 2014
Dear Mr ************,
Thanks for your time on the phone today. As discussed, I have scheduled your cancellation for 04/08/2014. I have not taken the cancellation fees therefore they remain outstanding. The fees are as follows:
Cessation Fee: £30.00
You can find reference to the cessation fee in the terms and conditions under Plusnet Broadband Family service terms - Ending your agreement:
19: If you choose to end your agreement for the service and you do not request and use a migration access code (MAC), or do not use another recognised migration process you will be subject to the broadband cease charge as shown in the price guide. You will not have to pay this charge if you are moving home and we are unable to provide the service at the new UK address.
To avoid this fee being sent to a debt recovery agency, they would need to be paid prior to cancellation.
Please feel free to contact us on 0800 432 0200.
If fees not taken by 05/08/2014, please send to DR
About 4 years ago i posted a crappy review for plusnet when really the speeds i was getting were due to location and not plusnet. My villiage has finally been upgraded to fibre after 10 years on 2Mb. Plusnet have done me proud so far, on time for the instal, clean and proffesional, although 78Mb im only pulling nearly 60Mb wireless. Yet to test hard wired.
So to be honest Plusnet actually are a damn good ISP. I have never really had a problem with their service and i recommend them to anyone.
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?
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....