topic Re: I'm a new customer and I want to leave already #hopelessservice in Plusnet Feedback

I'm a new customer and I want to leave already #hopelessservice

montymarcroft — Mon, 06 Jan 2014 17:28:57 GMT

I decided to leave sky because of poor service, since sending code to join Plusnet, I have had no communication as to when my broadband would change. it eventually moved over just before xmas, but broadband speed 100K eventually got an Openreach engineer out and fixed a line fault. broadband worked for about 7 days.
it is now back to 100k download speed (past 3 days)and I am unable to work from home.
why am I paying for this service?
called plusnet today and it took 51 minutes to get someone on the phone. then was constantly put on hold. was told the line was noisy hence the speed issue. "so send an engineer to fix the issue" oh no cant do that it may cost Plusnet money?
then we need to go through once again disconnecting master plate socket and put a dongle in, however they cannot call you back and disconnecting the faceplate means the call has to be dropped.
now sitting here with the same poor broadband speed, faceplate disconnected and cannot get anyone on the phone again.
tried to find out when the phone line will move over, or indeed if it already has? but no communication.
OMG and I am a new customer, I am something all companies with a product to sell want. they need me to survive. yet this company does seem to want me?
how can I leave Plusnet, really it cant get much worse....?
how did you win a customer satisfaction survey, this must of been conducted in a Lab using guinea pigs..!!

Re: I'm a new customer and I want to leave already #hopelessservice

chandu — Mon, 06 Jan 2014 19:11:46 GMT

Quote from: montymarcroft
how did you win a customer satisfaction survey, this must of been conducted in a Lab using guinea pigs..!!

Sorry about your issues, but the survey is done by independent company and participants are consumers like you and me and others.

Re: I'm a new customer and I want to leave already #hopelessservice

baileymontblank — Mon, 06 Jan 2014 21:57:08 GMT

Leave now, I’m in the same boat you get nowhere with Plusnet. Just cancel they have not fulfilled their side of the contract
[Moderator's note by Jim (Oldjim) All caps changed as per Forum Rule

Re: I'm a new customer and I want to leave already #hopelessservice

adamwalker — Tue, 07 Jan 2014 09:27:36 GMT

@montymarcroft
I'm really sorry to hear about the problems you've had with your service.
Just to address some of the points you raised:

Quote
then was constantly put on hold. was told the line was noisy hence the speed issue. "so send an engineer to fix the issue" oh no cant do that it may cost Plusnet money?

We'd never just send out an engineer without making sure any of the potential causes of a fault within a customers premises have been ruled out, that's because an engineer visit could lead to a £60 charge if the issue is down to your equipment or internal wiring.

Quote
tried to find out when the phone line will move over, or indeed if it already has? but no communication.

I can't honestly see anything on the account to show a request for the line to be moved to us so I can only apologise if you had good reason to expect that. If you can let me know which prone product you do want to move over to I can arrange that for you.
Regarding the slow speeds you're currently experiencing this is happening because your connection has dropping fairly frequently:
<img src="http://community.plus.net/visualradius/generated/image13890864654387.png"/>
Were the disconnections on Sunday and Monday afternoon perhaps your self restarting/powering on & off the router? If not I'd advise heading here to raise a broadband fault: http://faults.plus.net that's assuming the line is no longer noisy, any problems with that would need to be raised with your phone provider.
However if the disconnections were down to you and the line working fine for calls then let us know and we can submit a line reset which should bring the speeds back in line.

Quote
how can I leave Plusnet, really it cant get much worse....?

As I hope I've shown I'm sure we can get this sorted for you but if you have decided you'd like to leave here are the relevant contact details:
http://www.plus.net/support/service/policies/cancellation.shtml
@baileymontblank
Sorry to hear you're having issues too, I'll reply to your thread soon: http://community.plus.net/forum/index.php/topic,122056.msg1057949.html#msg1057949