Having received my MAC code from Plusnet, I then called them to pay the outstanding cancellation charges. I had to speak to the cancellations team again and the representative allegedly tried to keep me as a customer (even though I had already cancelled and was in possession of a MAC Code). At this point in the conversation I made it clear in no uncertain terms that I was leaving Plusnet and moving to a new BB supplier.
Anyway as well as taking the cancellation fee, the operator took another £25.00 to cease the line (I don’t know what that means). This operator then decided to send a request to cease the line, which basically ensures that my broadband service gets disconnected and ultimately means that me being connected to broadband takes much longer.
I have called Plusnet today and spoke to the representative who ceased my line and claims that is what I wanted. Why the hell would I want to cease the line and make it even more difficult to get access to broadband by not using the MAC code? I asked to speak to the representative’s manager and I then phoned again and spoke to someone else and quite frankly Plusnet do not care. The guy covered his colleague saying “oh very sorry there appears to have been confusion blah blah…”.
After having another pointless conversation with Plusnet, I have contacted Ofcom and explained the situation who are going to lean on someone senior at Plusnet. Either way though, I am still without broadband and I believe that the customer representative at Plusnet may have done this out of spite.
I have also explained again to Plusnet that I have mobility issues and work from home and require a stable broadband connection. So essentially, as I see it, one of their customer representatives has viciously ensured that I will be unable to access broadband even longer than necessary because I made it very clear I wasn’t going to remain a customer and wanted to move suppliers (all of which I had one five days before anyway), the guy just didn’t check my file… allegedly!
Don’t use Plusnet they are a disgusting company and treat their customers terribly.
I KNOW I HAVE SAID THIS PREVIOUSLY, BUT SERIOUSLY DON’T USE THEM – THE COMPANY IS TRULY AWFUL.
Initially subscribed using ADSL 1 and setup and broadband connection was working very well. Upgraded to ADSL 2 due to being a heavy user and have experienced nothing but problems, it took them a week to get me back online. Once re-connected all worked fine for exactly 7 days and then I lost my connection again, with helpdesk claiming it would take another 48 hours to get an idea, not necessarily a fix and wouldn’t send out an engineer.
I work from home and am partially disabled so having to find an alternative source of connection is a nightmare for me. They still charged me £80.00 cancellation fee, even though their service is inadequate.
A couple of weeks ago I informed plusnet that my mum had passed away and asked them to give me a few days to get
things sorted out on her plusnet account. They have done nothing but harassed me… phone calls, emails, letters –
all over a £20 payment.
Today they phoned up asking to speak to my mum? I told them again that she had passed away and asked for a manager
to call me. I was not happy. They sent a further email today:
email :
“Dear Mrs X
We emailed you recently to let you know that payment for your account was due on 11/05/2010.
Because this payment has not yet been made, an administration fee of £5.76 will be charged on your next
subscription payment.
Also, any non-emergency calls you make will now be transferred through to Customer Services, who will be able to
help you.
Your incoming calls will not be affected.”
I have now emailed them asking for the customer service director to give me a call.
They are behaving like a bunch of mindless, heartless, disrespectful morons…
awful and disappointing service. in the last 6 months every couple of weeks i had drops in speed or was completely disconnected for days (!). speed is a joke. tech support is friendly but not helpful – in all the previous faults it dragged on for days until the fault was ‘escalated’ enough to be seriously investigated, by which time the connection came back on on its own. 2-3 weeks, and the same story happens again. now it has been escalated enough for them to do further checks; its been a few days, i am still waiting.
avoid avoid avoid
I have been using Plusnet for nearly two years with very little problem, speed is generally very good and connection rarely drops, i would say i am a medium user.
There was one issue i had with speed suddenly dropping and after a few calls as they were not too good at answering emails i had it reset and speed was back to normal.
A freind has just started up with them and i will keep in touch to see how his connection is.
I migrated over to PlusNet from BT in January and have to say that their communication is excellent. I had one small issue that I have noticed seems common in that the routers are slow being delivered and I was left for a while with no internet.
PlusNet defered my start date and gave a rebate on my first bill which helped to take away the frustration. The interesting this is after investigating fully into the lack of delivery, I found out that BT supply and deliver the routers. Being an ex BT customer I expected nothing better as they are the worst for customer care and customer service.
I transfered Broadband and phone / land line and my overall bill has dropped from £110 with BT to only £36 with PlusNet and whats more, I can log into their website 24/7 and see what activity is taking place on both phone and net. Also, WOW a UK call centre!!!!!
Having received my MAC code from Plusnet, I then called them to pay the outstanding cancellation charges. I had to speak to the cancellations team again and the representative allegedly tried to keep me as a customer (even though I had already cancelled and was in possession of a MAC Code). At this point in the conversation I made it clear in no uncertain terms that I was leaving Plusnet and moving to a new BB supplier.
Anyway as well as taking the cancellation fee, the operator took another £25.00 to cease the line (I don’t know what that means). This operator then decided to send a request to cease the line, which basically ensures that my broadband service gets disconnected and ultimately means that me being connected to broadband takes much longer.
I have called Plusnet today and spoke to the representative who ceased my line and claims that is what I wanted. Why the hell would I want to cease the line and make it even more difficult to get access to broadband by not using the MAC code? I asked to speak to the representative’s manager and I then phoned again and spoke to someone else and quite frankly Plusnet do not care. The guy covered his colleague saying “oh very sorry there appears to have been confusion blah blah…”.
After having another pointless conversation with Plusnet, I have contacted Ofcom and explained the situation who are going to lean on someone senior at Plusnet. Either way though, I am still without broadband and I believe that the customer representative at Plusnet may have done this out of spite.
I have also explained again to Plusnet that I have mobility issues and work from home and require a stable broadband connection. So essentially, as I see it, one of their customer representatives has viciously ensured that I will be unable to access broadband even longer than necessary because I made it very clear I wasn’t going to remain a customer and wanted to move suppliers (all of which I had one five days before anyway), the guy just didn’t check my file… allegedly!
Don’t use Plusnet they are a disgusting company and treat their customers terribly.
I KNOW I HAVE SAID THIS PREVIOUSLY, BUT SERIOUSLY DON’T USE THEM – THE COMPANY IS TRULY AWFUL.
Initially subscribed using ADSL 1 and setup and broadband connection was working very well. Upgraded to ADSL 2 due to being a heavy user and have experienced nothing but problems, it took them a week to get me back online. Once re-connected all worked fine for exactly 7 days and then I lost my connection again, with helpdesk claiming it would take another 48 hours to get an idea, not necessarily a fix and wouldn’t send out an engineer.
I work from home and am partially disabled so having to find an alternative source of connection is a nightmare for me. They still charged me £80.00 cancellation fee, even though their service is inadequate.
A couple of weeks ago I informed plusnet that my mum had passed away and asked them to give me a few days to get
things sorted out on her plusnet account. They have done nothing but harassed me… phone calls, emails, letters –
all over a £20 payment.
Today they phoned up asking to speak to my mum? I told them again that she had passed away and asked for a manager
to call me. I was not happy. They sent a further email today:
email :
“Dear Mrs X
We emailed you recently to let you know that payment for your account was due on 11/05/2010.
Because this payment has not yet been made, an administration fee of £5.76 will be charged on your next
subscription payment.
Also, any non-emergency calls you make will now be transferred through to Customer Services, who will be able to
help you.
Your incoming calls will not be affected.”
I have now emailed them asking for the customer service director to give me a call.
They are behaving like a bunch of mindless, heartless, disrespectful morons…
awful and disappointing service. in the last 6 months every couple of weeks i had drops in speed or was completely disconnected for days (!). speed is a joke. tech support is friendly but not helpful – in all the previous faults it dragged on for days until the fault was ‘escalated’ enough to be seriously investigated, by which time the connection came back on on its own. 2-3 weeks, and the same story happens again. now it has been escalated enough for them to do further checks; its been a few days, i am still waiting.
avoid avoid avoid
I have been using Plusnet for nearly two years with very little problem, speed is generally very good and connection rarely drops, i would say i am a medium user.
There was one issue i had with speed suddenly dropping and after a few calls as they were not too good at answering emails i had it reset and speed was back to normal.
A freind has just started up with them and i will keep in touch to see how his connection is.
I’ve been with PlusNet for over 4 years, with very few problems during that time (and most problems were beyond their control)
I migrated over to PlusNet from BT in January and have to say that their communication is excellent. I had one small issue that I have noticed seems common in that the routers are slow being delivered and I was left for a while with no internet.
PlusNet defered my start date and gave a rebate on my first bill which helped to take away the frustration. The interesting this is after investigating fully into the lack of delivery, I found out that BT supply and deliver the routers. Being an ex BT customer I expected nothing better as they are the worst for customer care and customer service.
I transfered Broadband and phone / land line and my overall bill has dropped from £110 with BT to only £36 with PlusNet and whats more, I can log into their website 24/7 and see what activity is taking place on both phone and net. Also, WOW a UK call centre!!!!!
BRILLIANT