@Lorenzo, sorry to hear of your troubles. Sounds like you've since left but if there's anything I can help you with then do shout up. The £25 is a cessation fee that we pass on from BT Wholesale (it actually costs us a little more than £25). It's absorbed if you stay with us at the new property and isn't charged when migrating to another provider at the same property. There's more info here - http://www.plus.net/support/customer_service/billing/cessation_charges.shtml
I can't really comment on what happened without knowing the detail but it's disappointing to read that you were inconvenienced so much :(
Best regards,
Bob Pullen
Plusnet Digital Care.
Plusnet Broadband Reviews | Page 3
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Report abusere Lorenzo Lodi, Plusnet can be summed up in 1 word 'diabolical' they seem to have a habit of kicking people in the teeth, I have now left Plusnet good riddance but l wait with baited breath to see what they will cook up for me leaving . if they try any additional charges I'll see them in court and thats a promise. I let then off with a refund thats all they are getting from me obviously they kept my 5 months advance payment but hey it was worth every penny to get rid of them.
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Report abusePAINFUL house move and contract cancellation.
I asked to move my phone+broadband and what they did was to disconnect my old property and leave me disconnected for 10 days.
After rescheduling the the engineer visit 3 times for various internal/organizational reasons (apparently they just had no clue what was going on) during the last visit the engineer did not even show up after I took half day off to wait for him.
If you plan to move home PLEASE AVOID plusnet, their management of this issue was appalling.
Last but not least they charge £25 to cancel the contract!!
Instead of incouraging your fidelity with incentives, they discourage your cancellation with extra fees! -
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@Samantha, sorry about that. Easily sorted though. If you can provide me with your username or a recent support ticket reference from your account then I'll credit your next bill with £5 to cover the usage and make sure a limit is applied to prevent it happening again (instead the service would be restricted to 256kbps).
@Ant, your speed should be akin to the estimate provided here - http://www.dslchecker.bt.com/adsl/adslchecker.welcome
If it's not then head on over to faults.plus.net, complete the troubleshooter there and we'll look into it for you. Some of our accounts have rate limits applied (which we advertise) whilst others don't e.g. the new Unlimited products.
Best regards,
Bob Pullen
Plusnet Digital Care. -
Report abusere Samantha, yes thats what Plusnet do, its an easy way of getting more money out of their customers, I have chosen to leave Plusnet as my broadband was being used WHEN IT WAS SWITCHED OFF according to Plusnet, I even got free upgrade to 60 gb and free broadband and still decided to leave as I felt they were just trying to charge extra money for usage that I know was not used. happy to shortly be an x customer
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plusnot speeds are not what they seem as im convinced BT cap them because they say value for money but they conn you when you first sign up with the speeds you suppose to get you never see but thats BT and using there Pathetic gear in there exchange. I wish i never bothered if there speeds was what it stated then fair enought but im not paying money for a service which is capped and there traffic management makes it even run slower
i think the comments of happy customers must either work for bt or something because i find it frustating when you know for certain they ripping you off when you know your line goes faster than they say but they have lost another customer . -
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Our internet only began to actually work a week ago as plusnet failed to give us the correct details.
Today I get an email to say that we have exceeded our usage and they have added on extra for £5.00. I was asked when we transferred to plusnet if we would like further usage adding on if ever needed (although advisor said we would not exceed this amount 10gb) and I clearly said to them that no I did not want them to add it on automatically and I would contact them if I did.
To my surprise the email tells me that they have added another 5gb to the account and charged me £5.00. Not to worry though, if we do go over again after the 5gb has been added they will just add more!
To say I am disgruntled is putting it midly. -
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Our internet only began to actually work a week ago as plusnet failed to give us the correct details.
Today I get an email to say that we have exceeded our usage and they have added on extra for £5.00. I was asked when we transferred to plusnet if we would like further usage adding on if ever needed (although advisor said we would not exceed this amount 10gb) and I clearly said to them that no I did not want them to add it on automatically and I would contact them if I did.
To my surprise the email tells me that they have added another 5gb to the account and charged me £5.00. Not to worry though, if we do go over again after the 5gb has been added they will just add more!
To say I am disgruntled is putting it midly.
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Re Peter merseyside. you seem to know too much about matters relating to Plusnet and Bob Pullen more that a layman would be expected to know and I also recall that you have a vested interest in Plusnet by passing on new customers and getting paid in some form from Plusnet according to your earlier posts so why would you say anything wrong about Plusnet when you have your hand in their pocket, are as far as I am aware Plusnet are investigating my usage at least thats what the tickets say. re ipads, people entering my house and using my router etc etc etc I have heard every excuse under the sun from Plusnet and also outragous suggestions from you and who are you to try and explain my usage to me ?. I received an admission that the usage problem is not a new thing to Plusnet and it does happen Plusnets words not mine, that is why I have been upgraded to 60g for free by Plusnet maybe that has something to do with my Mac code being used recently ( but my mac code had not been used at the time Bob Pullen falsly claimed on this site that I had cancelled my account and migrated as I am currently still with Plusnet until 8th Jan ) not that the usage upgrade resolves the problem of usage recorded perhaps the investigation will provide a factual answer which may bring an end to stupid fairytales from Plusnet and you, perhaps if Plusnet would give their customers a little bit of help rather than excuses hey would probably be a great isp but not in my book after all the rubbish I have been told Plusnet are not for me my only regret is that I joined them in the first place.
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Just looking in, some weeks on from Bob Mathewson's post of 08:33 on 05/12/12.
No Bob, I don't work for PlusNet, just a customer (for close on 10 years). Yes, it was pure speculation about whether someone else used your router that Saturday, but it seemed a very odd coincidence that while you were watching the football, there was significant traffic around the same time, suggesting someone might have used iPlayer to view it too... I just guessed you might be in Scotland, because there wasn't that match on BBC in England or Wales. Bob Pullen didn't 'discuss your account' with me, I went from a posting earlier in the thread on this site, so please don't assume I know any more than your name, and on that Saturday, the amount of data [as it was shown in the post on this site].
Anyway, although it seems a few customers / ex-customers have not had a great experience with PlusNet, I've just requested a change to my account to one of their 'unlimited' accounts at 9.99 (but the change won't take place until my next billing date).
Obviously the majority of posts are made when things go wrong, but getting a cost reduction with an unlimited broadband service is a big plus as far as I am concerned. The unlimited nature means I will be able to do more online without worrying I might exceed the monthly allowance.
I will be tied into a further 12 months with PlusNet, which is fine by me, as I am confident the service from PlusNet will serve me well, and I am hoping to switch to Fibre when that's available (due in March 2013, originally meant to have been September 2012).
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The router arrived hip hip hooray, third time lucky, pity it took until plusnet got notice from my new suppliers, but at least some-one did try to help allbeit far too late.
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I have written many times about Plusnet, three days ago my router started to overheat, I was told to switch it off and another would be sent ( reading my previous post you will see that I had already supposed to have been sent two routers which I never got ) yes I think you have guessed this router never appeared either. in between Bob Pullen made some untrue comments on this forum claiming that I had cancelled my account and migrated so because of these comments I contacted another isp and signed up, I received my welcome pack this morning including a new router etc, Plusnet are completely incapable of sending out a router yet the new company manages to get it right first time, I dont blame royal mail or any other delivery method that Plusnet use its Plusnet thats the problem, you have to question as to why a company rated very highly by broadband genie can dish out such deplorable service to customers. as far as I am concerned the move cannot come quickly enough and as for paying a year line rental to Plusnet they can keep whats left it because I would much rather ditch Plusnet and lose some money rather than stay with this totally despicable company for another 5 months.dont get me wrong some Plusnet people try to help but at the end of the day their agreements and offers simply dont get applied. If you want to join Plusnet then good luck to you, you will certainly need it, your experience may be completely different from the one that I have endured these past months.
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Bob Pullen just so that this forum gets the truth,
PLEASE JUST EXPLAIN AS TO WHEN I 'CHOSE TO CLOSE MY ACCOUNT AND MIGRATE AWAY ' since i have NOT closed any Plusnet account and have NOT Migrated AWAY. I have asked for a mac code there is a difference and you should get your fact right prior to making such misleading and incorrect statements that you are placing on this forum. you get some stick and now claim its bordering on trolling how sick is that. If you cant take it dont dish it out -
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@Clare33, drop an email to reception@plus.net explaining the situation and I'll sort it out for you. It's not normally a monitored address but I've access to the mailbox so should be able to pick up your email.
Best regards,
Bob Pullen
Plusnet Digital Care. -
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Bob Pullen , after contacting customer services re Bob Pullens comments I was told that Bob Pullen was wrong and that I was entitled to 2 months broadband refund and 4 months free broadband or I could accept 6 months free broadband deal done or so I though however Bob Pullen crawled back out of the woodwork and refused to honour what customer services offered me ( he didnt put that on here hdid he ) on receptt of his ticketl I again contacted customer services re Bob Pullen and my usage , customer services agreed to upgrade my broadband to the next level and give me free broadband for 6 months confirmed in a ticket, so we will just have to see if this Bob Pullen again refuses to allow what the customer services agreed, its really sad to see Bob Pullen acting like a spoilt child on behalf of Plusnet
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PLUS NET - NOT AN AWARD WINNING SERVICE AS FAR AS I AM CONCERNED.
I had unfortunately signed up to Plus Net, paid my £29.00 to sign up and then when I went back to my previous company 02 told plus net the same day I was not taking up there broadband service. Handed over my money and was told that the refund would take 7-10 working days. Signed up on 27 November 2012 no refund sent so rang on 19th December 2012. I could not find my user name and password so the girl said she could not EVEN PUT ME THROUGH without it or help me any further. Award Winning Service MY ARSE!! I have to send them by post a bank statement when surely they should know whether they have sent my refund or not. DO NOT USE THEM YOU HAVE BEEN WARNED. -
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@bob mathewson,
You're not due a refund and I've spoken to the individual who fielded your enquiry earlier this afternoon to explain the situation.
If you would like any assistance then feel free to respond to the support ticket I've just sent your way.
I *did* offer you 6 months free broadband, I *did* apply it to your account, you then chose to cancel the account and migrate away so I removed the discount. I explained this to you in full via our ticketing system.
You *haven't* been charged for your broadband subscription. Please look at your bill, it's available once logged into our website. It shows exactly what this month's charges are for.
You've misinterpreted a lot of what I've written in reply to you (both here and via your support tickets). If the explanation I've just emailed to you is still not clear then I'll happily give you a call at some point this week to sort this out because quite frankly it's getting ridiculous and your posts are borderline trolling.
Best regards,
Bob Pullen
Plusnet Digital Care -
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further to Bob Pullen, spoke about this broadband charge with accounts dept 12/11/12 it was supposed to be actioned on 13/11/12, will now be actioned today after another call to accounts.
You will no doubt recall that you claimed on this forum yesterday that I had not been charged for broadband which was obviously complete fabrication on your part.
Just to make you aware I am to receive two months refund for these broadband charges which should not have been charged and will also receive the next four months broadband free of charge. perhaps you should contact accounts and get your facts correct before you make unsubstantiated comments on this forum -
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Bob Pullen, now that you know Plusnet have charged me despite your comment you now wish to close this down and revert to not answering me on this forum like you did the last time I asked an ackward question yet you continued to make comments towards myself, if you cant take it dont give it, You and no-one else offered me 6 months free broadband probably to shut me up on this forum but then you didnt keep your word and I call a spade a spade if you dont like the truth then just bury your head in the sand in the same way that your colleagues do when you cant answerr a simple question . you claim that I have not been charged for broadband yet when I give you the details you take the huff, people are not stupid they can read what you have said about free broadband, and they will also now that you dont keep your word, and hey I've already contacted Plusnet regarding this and its been ignored. Plusnet history just keeps repeating iitself. you would rather cause an arguement rather than admit that Plusnet charged me forthe promised free broadband despite what you say , I have the bills to prove it.
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@Bob Mathewson,
If you would like to discuss your account then please contact us via the normal support channels.
I'm not going to discuss your account in a public forum due to the reaction it elicited from you last time.
I can answer/explain all of your questions but I'm not prepared to do so here any longer. Most of it is met with accusations that I'm lying or being dishonest which couldn't be further from the truth when I'm trying to help people.
Best regards,
Bob Pullen
Plusnet Digital Care. -
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When will you guys learn...like I said, just leave Plusnet. In the meantime, I'm unsubscribing...
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Bob Pullen, I take it that the charge of £6.49 is the charge for broadband which I have been charged .
and while we are at it can you explain why my usage has suddenly increased for no apparent reason even this month its higher than it should be is this perhaps because I increased my limit by £5 because it appears that there is usage recorded on my account when I am not in fact using broadband, oh but I forgot Plusnet told me that some-one may be entering my house without my knowledge or permission and plugging a router into my tel line, how stupid of me not to think of that was'nt it. but I did say that you would respond with some claptrap which you did you work with Plusnet but dont have any clue as to what is going on in accounts. I would advise anyone not to increase your broadband limit from zero because your usage will be increased like mine, has anyone else found this to be true please post if you have. -
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@bob mathewson, please check your billing history via our website to see what you have been charged for. You have not been charged your broadband subscription. I have already explained the situation with the 6 month discount I offered to you in correspondance with our support team.
Considering how vocal you've been about your account being discussed here I'm surprised you continue to question aspects of the account in public?
@bob, does that include your phone service? I can't promise anything but if it does and you're able to provide me with a support ticket reference from your account then I'll see if there's any way we can relocate the socket without it costing an arm and a leg.
Best regards,
Bob Pullen
Plusnet Digital Care. -
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B Pullen yes i am with Plusnet at the moment but trying to get an ISP who will re-instate my tel line to where it was, I dont think Open Reach had any business shortening my line without approval
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Re cant believe Bob Pullen ,he offered me 6 months free broadband to stay with Plusnet but that wasnt passed on so I asked for my Mac key, He ,then stated on this forum that he had arranged for a months broadband rental free until I changed my supplier , he obviously didnt pass that on either as i have been charged for the FREE broadband.
just makes you wonder what sort of claptrap he will come out with this time if he answers this post, as stated previously they tell you one thing and then kick you in the teeth again.
you just cant believe anything that employees of Plusnet write on this forum or the Pusnet tickets, my tickets show that I have been told a pack of lies. -
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@bob, I think you can do that but like I mentioned they tend to charge for it (your landline provider would typically arrange it). I am right in my understanding that you're not with us any more aren't I?
@Pissedoffnet, that surprises me because we've written quite a few help articles about wireless compatibility/troubleshooting, and there's been plenty of active discussion/participation over on our discussion forums over the years. We're even known to make router config changes remotely on occasion to help fix customers' problems. Having said that, I don't really know your circumstances and I suppose the router may have been faulty in which case only a replacement would have helped. Sorry we let you down.
Best regards,
Bob Pullen
Plusnet Digital Care. -
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@bob I also had to use an ethernet for about a week. When I rung up to complain about lack of wireless connectivity, the customer services representative said that considering I have connection via ethernet, this is sufficient grounds for Plusnet to charge me full amounts. Basically, they don't care that you have to sit next to your router with a cable. It's justified...fruitcakes!
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B Pullen, open reach actually removed the box from my hall and put it beside a window at the rear of my property reducing the line by 7 metres. I see what you say about the power line adapters but I found that Plusnet blames them for faults so you cant win really, I have used powerline adalpters and they work fine until the connection drops but then thats the connection not the power adaptors. perhaps I should ask openreach to come back and put my box back where it should be then perhaps I would get a wireless signal as before.
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@bob, if you had been present then I'm sure the engineer would have been accomodating as long as the relocation work wasn't extensive (they've always been that way when I've attended visits). Internal wiring work once they've left tends to foot you with fairly hefty charges though (unless damage has been caused). It's the same for any Openreach customer whether it's us, BT Retail or another ISP. I personally use powerline adapters to help network parts of my house that my wi-fi signal struggles to reach. You can pick a pair up pretty cheap these days (although that perhaps may not have been the case during your Plusnet days).
Best regards,
Bob Pullen
Plusnet Digital Care. -
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re pissedoffnet, Plusnet also told me twice that they would send me a new router, and they never turned up because they never sent them, so I suppose there is some truth that they cant keep sending out routers but if they dont send them out in the first place then that arguement does'nt hold water, but when they offered to actually send out a third router it was obvious that they were partaking urine so I declined their offer.
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