topic Re: New customer joining Plusnet in Plusnet Feedback

New customer joining Plusnet

caney97 — Thu, 07 Dec 2017 18:57:47 GMT

I am a new customer waiting to change from BT to Plusnet. I am slightly disappointed with all the negative reviews and comments I am reading. I hope it’s a case of people more interested in complaining that I am seeing rather than the people with good experience who don’t take the time to let everyone know the positives. I hope I will not be disappointed as my experience with BT has not been the best. If anyone would like to share the good experience with Plusnet I would be pleased to hear your experience. Regards Brian.

Re: New customer joining Plusnet

rongtw — Thu, 07 Dec 2017 19:05:31 GMT

Hi , welcome i have been here 8 years without any major problems ,they were once one the better ISP,s But i will say that the service has gone downhill

And the worse thing is its 90% the same reoccurring errors that they haven't fixed yet

https://community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/td-p/1389353

Re: New customer joining Plusnet

jab1 — Thu, 07 Dec 2017 19:11:49 GMT

@caney97 Welcome to the forums, Brian.

You will always see more problems than praises on sites like this - if something is working OK, there's little chance of people saying so - people only really post when things aren't right.

You don't have to take my word for it, just have a glance at other support forums - not just broadband ones, but power suppliers, shopping sites &c.

However, if you DO have problems with your PN connection, post in the relevant sub-forum and someone (staff/and or experienced customers) will happily help.

Re: New customer joining Plusnet

caney97 — Thu, 07 Dec 2017 19:12:15 GMT

Thank you for you honest reply.

Re: New customer joining Plusnet

caney97 — Thu, 07 Dec 2017 19:14:17 GMT

Thanks John, that is my thought and I can only hope I have a positive experience with pn

Re: New customer joining Plusnet

Gandalf — Fri, 08 Dec 2017 00:17:58 GMT

Hi Brian and welcome aboard.

We're here for you so let us know if you need any help at all. -Anoush

Re: New customer joining Plusnet

Townman — Fri, 08 Dec 2017 08:19:02 GMT

Hi Brian,

A warm welcome to the forums. I’ve been with PlusNET around 16 years. Others have already made the key points...

The majority use the forums as a place to complain about things
The technical and business processes required to deliver service are complex and inevitably things do go wrong
Many people have little understanding of the under their control which can impact service performance and have unreasonable expectations on the supplier (whoever it is) to be responsible for fixing all issues
Connectivity issues are largely not in the hands of any ISP to directly resolve
The interfaces to BT's business systems which every ISP use appears to be flaky and error prone leading to frequent human error
There is room for improvement in a number of areas... especially call answering times ... though if BT made fewer errors, there would be fewer calls - from experience any activity involving BT has required a minimum of 3 support calls - the vast bulk of the necessity to contact support arises out of a BT failure
When the phone is answered invariably the person answering can fix the issue there and then
If they can’t recourse to these forums usually brings about a resolution - with from staff or a customer