topic Re: Does Plusnet have ANY happy customers in Plusnet Feedback

Does Plusnet have ANY happy customers

DC1 — Fri, 27 Jan 2017 10:42:50 GMT

I am mystified by the fact that Plusnet regularly beats all competitors in customer service surveys but I have been unable to find a single positive customer review for it anywhere - either on this forum or anywere on the web - but literally hundreds of damningly bad reviews. Can anyone provide a link to a place showing reviews by ANY happy customers? If not, how on earth is Plusnet winning the ratings game?

Re: Does Plusnet have ANY happy customers

dvorak — Fri, 27 Jan 2017 10:51:37 GMT

review sites and forums are generally frequented by unhappy customers who rarely post once their issue is sorted.

That's not to say that all is rosy at PN, but there certainly are satisfied / happy customers.

Re: Does Plusnet have ANY happy customers

Mav — Fri, 27 Jan 2017 10:55:44 GMT

I agree with Dvorak.

People will make the effort to complain but rarely to give praise.

Re: Does Plusnet have ANY happy customers

DC1 — Fri, 27 Jan 2017 10:56:41 GMT

But if you Google reviews for just about any other product or service you will find pages containing a mixture of the good and the bad. My Google searches for Plusnet reviews do not find ANY good; not a single one. Why?

Re: Does Plusnet have ANY happy customers

JohnofYork — Fri, 27 Jan 2017 11:09:11 GMT

well I've been a happy customer for many years.

there are things that I wish were better (more then 15mb downlaods) but that's out of PN control; old BT copper.

I'd like to have Anonymous Call Blocking without having to pay for it.

rarely had any cause to deal with Support, but when I have done, it's on a par with most other firms.

John York UK

Re: Does Plusnet have ANY happy customers

alanf — Fri, 27 Jan 2017 11:17:09 GMT

If you look at TrustPilot it is true to say that the overwhelming majority of reviews are bad but there are a few 5* and 4* reviews.

Re: Does Plusnet have ANY happy customers

DC1 — Fri, 27 Jan 2017 11:39:09 GMT

I know from long experience that bad reviews of products are often because the reviewer has been exceptionally unlucky or is himself at fault in his use of the product or has a big chip on his shoulder; but when that's the case for a product or service that has many happy customers his gripe will usually generate stacks of responses from them defending the supplier. Why is that not happening with Plusnet? I must say that having just signed up for broadband and landline phone calls on the basis of Plusnet's own customer satisfaction survey claims I am beginning to get a bit worried - especially since I've just had a message saying there's a "problem" processing my broadband order but they can't tell me what the problem is. I must say it's making me think long and hard about whether I also want to go ahead transferring my mobile sim card deals to Plusnet too. I'm just looking for reassurance and finding it only in micro not macro.

Re: Does Plusnet have ANY happy customers

Scooterman999 — Fri, 27 Jan 2017 12:13:25 GMT

Right now, and for the past few weeks, the Webmail has slowed to a complete crawl, although it hasn't quite stopped as it did in the run-up to Christmas.

It takes about 30 minutes just to read a few emails. I now religiously delete all but a few emails after reading, so they can't say I'm taking too much space on their server. Often the log-in process times out.

Re: Does Plusnet have ANY happy customers

billnotben — Fri, 27 Jan 2017 13:16:28 GMT

I think plusnet has many happy customers, up to a point.

That point being when something goes wrong. Most of the unhappy customers, on the forum, are where the solution to their problem drags on and on.

Examples are the recent sim data fiasco. Or the many billing problems that just keep happening time and time again. Look how many post with the same "I left months ago but plusnet is still charging me".

Promises of improvements in known problem areas fail to materialise year in year out.

Prices rise regularly with the same hollow justification.

Other than all that plusnet is wonderful.

To me its just become another necessary utility. And is now priced just like one.

Re: Does Plusnet have ANY happy customers

DC1 — Fri, 27 Jan 2017 13:16:44 GMT

UPDATE: I have been searching throught this forum and adding a "Happy customers" tag to any positive feedback I came across. Out of curiosity to see if these tags were being listed I did a search for "Happy customers" and found that it gave me umpteen pages of all posts containing the words "Happy" and "Customer" - a good mixture of positive and negative reviews of the type I had been looking for, so I have sort-of managed to answer my own question, although I'm still baffled as to why Google searches for Plusnet reviews do not provide a similar mix.

Re: Does Plusnet have ANY happy customers

jean2 — Fri, 27 Jan 2017 13:34:04 GMT

I recently signed up to PlusNet and started using it just over a week ago, but on reading some of the reviews and also from my relatively new personal experience of webmail!!! I am beginning to wonder what I have done.

I have come from TalkTalk, who did have a few problems, which is why I switched, but at least their email system was a good one. PlusNet webmail is sooooo slow, seems to take forever loading things...is it just me?

Jean

Re: Does Plusnet have ANY happy customers

DC1 — Fri, 27 Jan 2017 13:45:37 GMT

I don't plan on using Plusnet emails - happy with gmail - so it won't bother me too much if the problems are mainly with its webmail.

Re: Does Plusnet have ANY happy customers

gleneagles — Fri, 27 Jan 2017 16:43:08 GMT

Same here.

I also use gmail but there are several other free mail boxes out there. ie: Zoho but best to look at the reviews first.

I gave up on PN email ages ago, apart from being slow I found it badly designed compared to other free email providers.

That's just a personal opinion other users may have a different view.

Re: Does Plusnet have ANY happy customers

jab1 — Fri, 27 Jan 2017 21:01:12 GMT

Personally, I use an email client (Thunderbird), because (1) I never trust any providers webmail and (2) I prefer to be in complete control of my numerous addresses.- the chance of losing mail trusted to the cloud or anything else I can't configure to my requirements I don't want to rely on. Again - my personal opinion.

Re: Does Plusnet have ANY happy customers

Scooterman999 — Fri, 27 Jan 2017 21:09:41 GMT

Thanks. I'm not terribly computer literate so have so far stuck with the mail service provided by my ISP, but I guess I should force myself now to seek out another free provider..........PlusNet has been driving me nuts but I can't use their appalling webmail service to terminate my contract early without incurring penalties. I wish some of us would start making the true state of affairs known to Ofcom (and Which? - who seem to rate PN so highly)

Re: Does Plusnet have ANY happy customers

Scooterman999 — Fri, 27 Jan 2017 21:11:08 GMT

Thanks...........please see my reply below to jab1. No point in my typing it all out again!

Re: Does Plusnet have ANY happy customers

Scooterman999 — Fri, 27 Jan 2017 21:13:11 GMT

Thanks........please see my reply below to jab1 below.

Re: Does Plusnet have ANY happy customers

Jonpe — Sat, 28 Jan 2017 20:05:25 GMT

@jab1 and @Scooterman999 not using your ISP's email service also makes it easier to migrate; I understand PN 'destroy' (or at least cut access to) your emails as soon as you leave.

Re: Does Plusnet have ANY happy customers

Anoush — Sat, 28 Jan 2017 20:42:02 GMT

@Jonpe wrote:

I understand PN 'destroy' (or at least cut access to) your emails as soon as you leave.

Unless a downgrade to a Mail Only account is requested at the time of cancellation.

Re: Does Plusnet have ANY happy customers

billnotben — Sat, 28 Jan 2017 21:48:26 GMT

Having changed provider several times in the past I've long since kicked any ISP email service into touch.

I can't see any purpose to them other than a tool used by the ISP to lock you / tie you to their service.

That and most I've tried have been shockingly bad.