topic Re: Very poor service from Plusnet in Broadband

Very poor service from Plusnet

Fergin — Fri, 09 Feb 2024 17:31:11 GMT

I recently noticed my speeds were getting considerably lower than the minimum guaranteed speeds, this was not a speed test and was taken directly from router, I’m using a draytek router and can see line stats

this has not been to much of an issue as the Plusnet line I use is for a fall over internet as backup, I raised a ticket to report a fault and was told the line had high resistance and a fault was logged, I was contacted and asked to pick a suitable date in the week , due to work I can only do week ends, I was told that weekend appointments could only be arranged on a Friday so I got a call today whilst at work the gentleman that rang I was struggling to understand and he was getting very short with me and then told me he would send a text, after hanging up I got no text but 2 emails 1 asking for me to arrange a date between Monday and Friday and another saying there was nothing wrong with my service and my speeds are fine

I know this is a community forum and not sure if anyone from Plusnet looks in here but what a complete shambles this has been if this was my only internet supply then I’d be pretty upset with this level of service, luckily for me my other provider is and has been faultless

Re: Very poor service from Plusnet

MatthewWheeler — Sat, 10 Feb 2024 12:10:42 GMT

Hi @Fergin

I'm sorry to hear this has happened and the impact it's having.

Unfortunately, weekend slots can be quite rare depending on Openreach's resources in the area and at present there are none in your area for the next four weeks.

If you want us to continue to investigate this we'd either need you or somebody over the age of 18 to wait in the property on your behalf

Re: Very poor service from Plusnet

Fergin — Sat, 10 Feb 2024 12:52:23 GMT

As I’ve said I can’t be there in the weekdays, so it’s weekends only, Plusnet found the fault of high resistance I’d happily wait but just wanted a date at a week end

Re: Very poor service from Plusnet

mechanic123 — Sun, 11 Feb 2024 11:31:10 GMT

@Fergin wrote:

I know this is a community forum and not sure if anyone from Plusnet looks in here but what a complete shambles this has been if this was my only internet supply then I’d be pretty upset with this level of service, luckily for me my other provider is and has been faultless...

Kindly name this faultless provider?

Re: Very poor service from Plusnet

ClaudiaG23 — Sun, 11 Feb 2024 13:37:18 GMT

@Fergin We'll check again at the end of this week (Friday 16th) to see if we have any weekend appointments available.

Re: Very poor service from Plusnet

Fergin — Sun, 11 Feb 2024 14:21:33 GMT

Mechanic 123 Why?

if you must know it’s a local company to me called western peak that provides air broadband to the local community, they give me free internet as I have a micro pop of there’s on my house, I only have a land line to keep my home phone and use the Plusnet broadband as failover

Re: Very poor service from Plusnet

ClaudiaG23 — Fri, 16 Feb 2024 13:59:00 GMT

@Fergin I have managed to get you an appointment for tomorrow, Saturday 17th February between 8am and 1pm.

Re: Very poor service from Plusnet

Fergin — Fri, 16 Feb 2024 18:09:53 GMT

Thankyou

Re: Very poor service from Plusnet

Fergin — Sat, 17 Feb 2024 13:04:09 GMT

What a suprise no one turned up, you really are not bothered about your customers, please do not bother re arrange ing I’m not wasting anymore time on this

Re: Very poor service from Plusnet

jab1 — Sat, 17 Feb 2024 13:15:10 GMT

@Fergin - blame OpenReach - it was their engineer that didn't turn up - not Plusnet's.

Re: Very poor service from Plusnet

Fergin — Sat, 17 Feb 2024 13:28:58 GMT

Really, my contracts with Plusnet, as far as I see it I should not be chasing another company, but thanks for your useful post

Re: Very poor service from Plusnet

jab1 — Sat, 17 Feb 2024 13:35:34 GMT

Yes, your contract is with Pn, and they have one with OR, but it still isn't PN's fault an OR engineer didn't turn up.

Re: Very poor service from Plusnet

willcutforth — Sat, 17 Feb 2024 15:26:54 GMT

I am so sorry to hear this @Fergin do you still want me to investigate it and find out why they never showed up?

Re: Very poor service from Plusnet

Fergin — Sat, 17 Feb 2024 16:02:35 GMT

It would be nice to know and maybe someone from openreach could explain why they have wasted my time, I have a fault on my broadband service which Plusnet diagnosed, it’s been a pain trying to get a weekend appointment and so I’m still paying for a product which is faulty, so yes please find out. But I do not want calling about rearranging an appointment to have my time wasting again

Re: Very poor service from Plusnet

mechanic123 — Sun, 18 Feb 2024 10:07:34 GMT

@willcutforth wrote:

I am so sorry to hear this @Fergin do you still want me to investigate it and find out why they never showed up?

Someone in PN should own this problem and be aware OR didn't complete their task. The customer should be in the loop and be kept aware of progress or the lack of it. I wonder if the clients of Zen or A&A have such poor customer service. Now that we all have high speed broadband connections, it's things like customer service that differentiate providers. Some have a lot to learn including not relying on public forums as a level of support.

Re: Very poor service from Plusnet

jab1 — Sun, 18 Feb 2024 10:15:15 GMT

@mechanic123 FYI - I am with Zen, who do not have a forum - they did up to about 6 months ago, but it was never used. However, if they arrange an OR visit, they do not track them, and you still have to ring in if the engineer doesn't show up - I doubt A&A track them either.

Re: Very poor service from Plusnet

Baldrick1 — Sun, 18 Feb 2024 10:42:34 GMT

@mechanic123 wrote:
.... it's things like customer service that differentiate providers.,,,

Or you could say, the monthly price paid for the service, regardless of whether you need the extra support.

Re: Very poor service from Plusnet

Fergin — Sun, 18 Feb 2024 12:33:11 GMT

I wasn’t going to post back to this as there appears to be an underlying theme from some that I should not have the right to be frustrated with Plusnets customer service

well after Plusnet raising a fault stating high resistance on the line, no engineer visit from openreach, I get a call today stating it’s an issue with the router and instructions to reset, why on earth would an engineer be arranged if it was this, I’ve followed the instructions send but as suspected it’s the same slower speed that as originally promised

This is the last post or comms I will have with Plusnet and will just look to cancel as I feel they are not a company I want to be involved with

fergin

Re: Very poor service from Plusnet

Baldrick1 — Sun, 18 Feb 2024 15:12:10 GMT

@Fergin

You have every right to complain that you have problems with yout broadband connection. From reading this thread, the Plusnet Help Team have been pro-active in trying to get Openreach to address this promptly for you, including getting an engineer appointment at the week end.

Not only you but also Plusnet were let down by Openreach not turning up as promised. There is always the risk of this happening due to a myriad of reasons, over which Plusnet have absolutely no control.

If you leave Plusnet you will likely find that you will be presented with a bill for early termination charges and unless you go to a full fibre or cable service your new ISP will simply be back to square one getting Openreach to fix the fault.

Re: Very poor service from Plusnet

corringham — Mon, 19 Feb 2024 16:40:24 GMT

@jab1 wrote:

f they arrange an OR visit, they do not track them, and you still have to ring in if the engineer doesn't show up - I doubt A&A track them either.

The big difference is that A&A take ownership of problems - and they will get it fixed as quickly as possible. They do cost more per month, but you get a completely different level of support.