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  • neutral

    by Bob Mathewson at 15:30 on 19 Dec 2012 Report abuse

    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

  • Bob Pullen

    by Bob Pullen at 15:18 on 19 Dec 2012 Report abuse

    @Clare33, drop an email to [email protected] 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.

  • neutral

    by bob mathewson at 15:16 on 19 Dec 2012 Report abuse

    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

  • unhappy

    by Clare33 at 12:37 on 19 Dec 2012 Report abuse

    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.

  • Bob Pullen

    by Bob Pullen at 15:57 on 17 Dec 2012 Report abuse

    @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

  • neutral

    by Bob Mathewson at 15:43 on 17 Dec 2012 Report abuse

    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

  • unhappy

    by bob mathewson at 12:44 on 17 Dec 2012 Report abuse

    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.

  • Bob Pullen

    by Bob Pullen at 12:00 on 17 Dec 2012 Report abuse

    @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.

  • unhappy

    by Pissedoffnet at 11:22 on 17 Dec 2012 Report abuse

    When will you guys learn...like I said, just leave Plusnet. In the meantime, I'm unsubscribing...

  • neutral

    by Bob Mathewson at 10:15 on 17 Dec 2012 Report abuse

    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.

  • Bob Pullen

    by Bob Pullen at 9:56 on 17 Dec 2012 Report abuse

    @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.

  • neutral

    by bob at 8:55 on 17 Dec 2012 Report abuse

    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

  • unhappy

    by bob mathewson at 8:51 on 17 Dec 2012 Report abuse

    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.

  • Bob Pullen

    by Bob Pullen at 12:49 on 12 Dec 2012 Report abuse

    @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.

  • unhappy

    by Pissedoffnet at 12:17 on 12 Dec 2012 Report abuse

    @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!

  • neutral

    by bob at 17:43 on 11 Dec 2012 Report abuse

    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.

  • Bob Pullen

    by Bob Pullen at 16:34 on 11 Dec 2012 Report abuse

    @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.

  • neutral

    by bob mathewson at 17:43 on 10 Dec 2012 Report abuse

    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.

  • unhappy

    by bob at 14:33 on 10 Dec 2012 Report abuse

    re martian, you would certainly think so but most of the problems that I had during my Plusnet days was caused by Open Reach who replaced a line into my house so that its impossible to get wireless connections , anytime i wanted internet I had to take my pc into the cupboard ( yes thats right) thats where they put in the main box its either that or I have a 10 metre ethernet cable running through my hall to my sitting room, is that really acceptable I dont think so, plusnet were told this but it made no difference , Openreach could easily have taken the wire into my hall where it was before they messed it up or alternatively into my kitchen but that needs thought, instead the put it where it shouldnt have been put and if i was present when they did it they would have been told to sort it out

  • neutral

    by Martian at 11:10 on 10 Dec 2012 Report abuse

    You would think that if Plus.net is owned by BT they would know how to get BT to fix the problems.

  • neutral

    by R Rees at 17:17 on 7 Dec 2012 Report abuse

    Bob Pullen , BT still own plusnet, which was the point I made, but I know not the one you answered.

  • Bob Pullen

    by Bob Pullen at 17:00 on 7 Dec 2012 Report abuse

    @R Rees, Bt Openreach, BT Wholesale and BT Retail are completely separate entities. Due to regulation BT Wholesale/Openreach have exactly the same relationship with Plusnet/BT Retail as they do any other ISP.

    @Pissedoffnet, sorry to see you go :-(

  • neutral

    by R Rees at 16:12 on 7 Dec 2012 Report abuse

    Pissedoffnet, although my experience wasn't that extreme, as I said before, I believe plusnet let themselves down. Not aure how they constituted their helpline/telephone system but it does seem they seem to have a book of excuses and all of them want to blame your computer or system. It's a pity because when push comes to very hard shove they will eventually do a lot to solve problems.One other thing. I wish they han't spoke about Outreach as if they were separate company. BT own plusnet. But I reiterate. The whole industry of ISP is pretty low on service and not sure if plusnet are much worse than the rest

  • neutral

    by Pissedoffnet at 10:33 on 7 Dec 2012 Report abuse

    Keep away! I'm sure there are some people who don't experience problems. However, what others say about this company is true. They make you feel at fault for internet problems. They messed up my house move, and entered the wrong address. BT Openreach told me that they didn't activate the line properly. That visit cost me half a day. I've been wrongly charged by Plusnet on more than one occasions. When the line was activated, but I still couldn't connect, they told me that I probably need a new hub. However, they wanted to charge me another 50 quid for this. I said, being a customer for more than 2 yrs, I should get a free upgrade. Their response was "we can't just keep giving things out for free". WTF.

    Be careful though, they try to keep you by proposing excessive cancellation charges. My advice is that while it is unjust, just pay it. I moved over to Sky. It was as simple as plugging it in and I had internet. Really not worth months of emotional trauma. DON'T SIGN UP TO PLUSNET.

  • neutral

    by bob mathewson at 8:17 on 6 Dec 2012 Report abuse

    Bob Pullen, cant believe a word he says, he is not replying to any of my posts (his words) yet keeps replying, states that he has not put any of my ticket information on the posts and then contradicts himself by referring to an earlier post that he admits that he posted .
    he is a true Plusnet employee who has lost my respect which he previously had, you dont really need a shovel to dig a hole do you.

  • Bob Pullen

    by Bob Pullen at 0:14 on 6 Dec 2012 Report abuse

    @R Rees, anything I can help with? It sounds like you may have a line/connection fault rather than the particular 'problem' Bob is dissatisfied about.

    @Azi, my offer of help still stands if there's anything you'd like me to look into for you?

    By the way, for the benefit of others/anyboy interested, I haven't discussed information contained in Bob Mathewson's private tickets with any other customers whatsoever. The information Peter on Merseyside has referred to is contained in one of my earlier posts to this thread/on this website.

    Best regards,

    Bob Pullen
    Plusnet Digital Care.

  • happy

    by bob mathewson at 18:26 on 5 Dec 2012 Report abuse

    No matter how Plusnet try to dress things up the fact remains they are a useless company who will resort to any variation of the truth just to inflate their egos ,they must have internal competitions to see who can tell the biggest and most outragous fibs, they are without doubt the worst of the worst , and couldnt care less about you the customer, they do not listen to or believe a word that you will tell them, they basically make you feel to blame for any fault or overcharge that they are responsible for and on top of that they put private ticket conversations on a public forum in order to belittle your complaints. Quite despicable really. In view of the above I have today issued my mac code to a new supplier Plusnet you are history and I am absolutely overjoyed that I am getting rid of a leech.I really hope that the info I have given on this forum steers you away from Plusnet who really shoud be re-named MINUSnet. or USELESSnet

  • neutral

    by R Rees at 15:36 on 5 Dec 2012 Report abuse

    bob mathewson, what I found with plusnet seems to back up your experience. At first their reasons seems semi-plausible, but as the discussions go on you get the impression they say anything that might imply the problem is with you - outside interference, CIA bugging your line etc etc. I was left with a feeling that their online and phone service is predicated on a policy to try every avenue to get the customer to go away. One thing in their favour. I've been with other IPS and by some standards plusnet are at least honest an will, push hard enough to something. Maybe the devil you know?

  • neutral

    by bob mathewson at 14:27 on 5 Dec 2012 Report abuse

    Azi how right you are, they tell me that my usage is correct then today I get an email to say that it was incorrect, that I was using my internet when I was in spain on holiday and that some-one may have entered my house and switched on my router or plugged in another router and used my broadband or some-one may have logged in wirlessly from outside my house, I cant get wireless in my house so what chance has anyone outwith my house got in getting a wireless connection, they really are the pits, they make up things as they go along they are always very economical with the truth, they seem to have a wish to get rid of customers, they discuss private tickets in public against the data protection acts and they actually think its you thats the problem, lets face it Plusnet sucks.

  • unhappy

    by Azi at 14:17 on 5 Dec 2012 Report abuse

    Oh, there is a happy ending to my story with Plusnet that I wanted to share with you.. I am delighted to say that they completely incompetently and mistakenly decided that I have been with them for more than a year, so apparently I can get out of my contract with them whenever I want, no problem! Abysmal disorganisation that is clearly not just hurting Plusnet's customers, but Plusnet itself as well!
    Fantastic stuff really... So I am changing my suggestion here: If a supplier that doesn't know whether they are coming or going, who can't organise a piss-up in a brewery and who isn't able to get their accounts in order is right for you, then look no further!

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