topic Re: We need to talk. in Plusnet Feedback

We need to talk.

ChrisBaish — Thu, 15 Sep 2016 20:49:23 GMT

Dear Plusnet,

Following no response or even viewing of my previous ticket in 2 days as far as I can see, and the fact that the queue on online chat is 53 long, combined with a phone waiting time of 50 minutes every night that I have checked recently, I have decided to throw in the towel after about 9 years as your customer. I have tried numerous times over the last few days to get in touch with you, but it seems that, alas, we aren't able to communicate any more.

To think that in the early days I used to sing your praises to others frustrated by rubbish service and lack of available support from their ISP. You used to be brilliant. My connection was always rock solid, and you'd answer the phone within minutes. Now neither is true.

I've met another provider called Origin. Their phone lines were busy last night when I signed up, so I went onto online chat and got connected immediately. I asked if someone could call me back today and, you know what, they did. They are offering the same package as you, but for £17.99 a month instead of £29.99.... and there are real people actually available to talk to! Who'd have thought.

Goodbye Plusnet. Sorry if I have upset your feelings. It's not me, it's you.

P.S You need to change your motto. You haven't 'done me proud'. Not even a teensy little bit. (Well, not unless having shocking customer service stats induces pride, that is)

Re: We need to talk.

Welshdragon — Thu, 15 Sep 2016 22:46:41 GMT

I have taken a gander at Origin, they can also save me money on both my broadband & phone like for like, including the £0.00 cost for the router P&P.....

24/7/365 days support, Referral benefits, no download limits, no fair usage policy, no traffic shaping, and no blocked websites, ASUS wireless modem/router absolutely free of charge, you won't even pay for postage!

Can Plusnet top that, I wonder.....?

Re: We need to talk.

ChrisBaish — Thu, 15 Sep 2016 23:00:58 GMT

So far my experience has been very good. They seem to be everything Plusnet used to be, with all the benefits you've mentioned. When I called them back at 6pm today to provide direct debit details, on their standard customer support line, they answered within 2 minutes. It was a breath of fresh air. Hopefully the experience will continue to be this good.

Re: We need to talk.

Welshdragon — Thu, 15 Sep 2016 23:09:17 GMT

I had a chat with one of their CSA via the online chat, it was an immediate contact, he also answered all my questions, quick & precise, they can even keep my TPS registered phone number, which is a bonus, as all other ISP's claim, they don't know.....lol

Please keep me informed how it goes, because if I have any more problems being able to pay my bill again with Plusnet, I will be moving over.

Oops I didn't ask if they charge, for paying by non direct debit....lol

Re: We need to talk.

ChrisBaish — Thu, 15 Sep 2016 23:16:07 GMT

No worries. I'll update once the service transfer has happened. One thing I'm sure of... they're highly unlikely to be any worse!

Re: We need to talk.

Welshdragon — Thu, 15 Sep 2016 23:42:57 GMT

From what I have just been reading, they have "have invested heavily to build one of the UK's largest modern telecommunications networks", thus it seems they do not use, old outdated systems, trying to keep them going.

I wonder how long it will take for Plusnet to have their promised (New system(s) in place).....?

Re: We need to talk.

chenks76 — Fri, 16 Sep 2016 06:42:59 GMT

Origin are just re-sellers of the Plusnet product.

Re: We need to talk.

ChrisBaish — Fri, 16 Sep 2016 07:34:06 GMT

That doesn't surprise me. However, they are answering their phone, chat and offering a better deal, which already puts them streets ahead. Plusnet almost seem to make it intentionally difficult to get in touch. I can't be doing with spending the best part of an evening trying to get hold of someone when I have a fault or query.

Re: We need to talk.

rongtw — Fri, 16 Sep 2016 09:46:41 GMT

i just tried their chat ,,, no Queue but its another one who dont advertise their upload speed

but was told on chat that their max fibre does not cap any upload speed

Re: We need to talk.

ITWorks — Fri, 16 Sep 2016 10:02:05 GMT

@rongtw wrote:

i just tried their chat ,,, no Queue but its another one who dont advertise their upload speed

@rongtw you must be looking in the wrong place , they clearly advertise (unlike PN) them here https://www.originbroadband.com/packages/broadband-information

Regards
Mike

Re: We need to talk.

rongtw — Fri, 16 Sep 2016 11:41:36 GMT

yes my bad i went to look put my number and post code to see what my offer was and i didnt see upload then

Re: We need to talk.

chenks76 — Fri, 16 Sep 2016 12:29:29 GMT

i considered moving to origin a few months ago.
but after getting them to quote an offer for me migrating to them, i decided against.
i read a few reviews that put me off them.

yes they were reviewed at being quick to response to support requests, but the overall impression i got was that they were a poor ISP, and with being a reseller they really had no control over most things to do with the service.