topic Re: Going back to BT and will never ever do Plusnet again at any price in Plusnet Feedback

Going back to BT and will never ever do Plusnet again at any price

Gaz — Tue, 21 May 2013 21:44:13 GMT

I left BT after 5 years this January and joined Plusnet ( cheaper cash wise but not in grief ). Repeated dns server problems and left to my own devices and now very slow speeds, temporarily fixed by technical support tonight ( for 2 hours ), then back down to 493kbps. They suggest move eveything to master socket to try and prove if house wiring is at fault. Just how did the speed test go up from 470kbps to 7362kbps whilst I was talking to "support" and just what is "free interleaving" that will sort my drop in speed out. My second call just conjured up a smoke and mirrors response. So will have MAC code by 09:05 Wednesday 22nd May 2013, pay the early termination fee and kiss Plusnet goodbye for ever. How they "win" awards for "customer service" is beyond me. This is what I should have done back in February when they proved unhelpful with the dns server problems.

Re: Going back to BT and will never ever do Plusnet again at any price

jelv — Tue, 21 May 2013 22:18:23 GMT

You forgot the last bit:
... and take your intermittent dire speeds with you and have to deal with an unintelligible support person in an Indian call centre instead of dealing with a English call centre.
The advice about trying the test socket inside the master socket is good - that should always be an early check. Before that however, what is the quality of your phone line like - is there any background noise or crackles?

Re: Going back to BT and will never ever do Plusnet again at any price

slooowwwlllyyy — Tue, 21 May 2013 22:53:53 GMT

just to inform you that plusnet is part of BT so does it really make a differance that you go back to bt
I have the same problem with speed connection problems.
Only trouble is im self employed and require the internet to secure jobs at short notice, so far losses are at £700 but i am determined to follow this through and if necessary go all the way to court to recoup losses incurred through plusnets incapability to supply me the speeds that were promised when i joined.
im going through the processes as they requested to rectify the problem.
best to do it there way then no comebacks

Re: Going back to BT and will never ever do Plusnet again at any price

PeterLoftus — Wed, 22 May 2013 05:32:23 GMT

@slooowwwlllyyy
Are you a domestic or business customer?
by your posts domestic I think
To run a business using a residential service and then attempt to get more than your fair share of attention by cross posting and generally being aggressive puts our charges up.
Plusnet do run a business service with matching support given here http://www.plus.net/business/support/ Perhaps you should have a proper business contract.

Re: Going back to BT and will never ever do Plusnet again at any price

x47c — Wed, 22 May 2013 07:41:03 GMT

@slooowwwlllyyy
Domestic broadband should not be used for business purposes....and is probably against the T&C's.
No domestic ISP or BTOR etc make any guarantees about service level or repair times for domestic broadband, never have and never will.
If you want a some form of guaranteed service and priority on fault repairs you should be buying a business/commercial grade solution from either Plusnet or BT themselves or indeed from a business only specialist supplier of telephone/data solutions.
Expect to pay a lot of money for this increased level of service.
You should also be making provision in the event of a major problem outside BTOR's control such as cable theft. That will put out your phone lines for 10 days on average so if the internet is essential for your business you need to be looking at fall back reserve access methods such as 3G which you can swap to in an instant.

Re: Going back to BT and will never ever do Plusnet again at any price

jelv — Wed, 22 May 2013 08:12:05 GMT

Quote from: x47c
Domestic broadband should not be used for business purposes....~~and is probably against the T&C's~~.

[quote=http://www.plus.net/info2/legal/index.html]Plusnet Residential Standard Terms
What we provide
[list type=decimal]

We provide you with your chosen services, including Telephony, Broadband, and, any other consumer services and any equipment we provide.

These terms apply to the service described in the relevant service terms (telephony and broadband) that you may have with Plusnet, the Price guide and any Special Offer Terms.

The services and equipment we provide to you under these terms must not be used for business purposes.

@slooowwwlllyyy
Absolutely guaranteed that if you take Plusnet to court to claim business losses you will lose and have legal cost awarded against you because you are contravening the T&Cs that you agreed to when you joined.

Re: Going back to BT and will never ever do Plusnet again at any price

orbrey — Wed, 22 May 2013 08:47:01 GMT

@Gaz,
Sorry to hear that, though we'd be grateful if you'd raise a fault and give us a chance to look into it and get the issue fixed for you before moving the service? It's your call on that one but I can't see any faults raised on your account at all.
Please also bear in mind that the £60 charge mentioned will only be issued if an engineer attends and finds the fault is being caused by either your internal wiring or equipment. That's why we ask you to test the connection with the router plugged into the master (or even better, the test) socket as this rules that out as a cause of the fault.