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.
Plusnet Broadband Reviews
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.
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....
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).