topic Re: Last straw after 15 years? in Plusnet Feedback

Last straw after 15 years?

Uncle_Tupelo — Fri, 14 Aug 2020 10:24:10 GMT

I posted on another thread last night in support of another customer finding accessing customer service impossible. I thought it better to start my own query to see if anyone can convince me not to cancel my contract renewal in October after 15 years as a Plusnet customer.

I suspected that our Plusnet modem failed three nights ago. There appeared to be a blue flash in the corner of the room where the modem sits and when we checked, the light was orange and the BB light flashing red. Tried all the guidance but lights remained the same. Changed cables and microfilter, still no joy. We have a dialling tone, so I was fairly sure it was the modem, but not certain.

Tried to contact customer service via chat (not available), by phone (not taking calls) and messaged on both Twitter and Facebook. I explained I was a key worker, working from home and reliant on internet. It's now three days later and zero response. I've spent the last two days using up most of my month's data allowance on my mobile tethering for work and have now managed to borrow a modem from a colleague which has got me back up and running. But I am seriously unimpressed by this customer service experience. So much so that after over 15 (!) years with Plusnet, this is likely to be my last.

Last night, I managed to raise a ticket - we'll see how long that takes to get any response.

Re: Last straw after 15 years?

Longliner — Fri, 14 Aug 2020 11:22:34 GMT

Wouldn't hold your breath if I were you. BT HH6 readily available on Gumtree or eBay for £10 to £25, fire it up using Baldrick's excellent guide on this forum, and off you go with 20% better wifi as well. In fairness to PN like all call centres they have Covid problems -- last rep I spoke to was working from home, a one-bedroom apartment, and wishes he was back in the office to be with his friends again.

Re: Last straw after 15 years?

Alex — Fri, 14 Aug 2020 11:56:36 GMT

Similar thing that happened to my niece @Longliner

She's 6 now and when I asked my sister how she was the response was "Bored, she is missing her friends from school".

Her school got called back in just before the summer holidays which we have now.

I really feel for all the people who have been affected, if I were studying my A Levels now, as opposed to when I did (some years ago) it would definitely affect me.

Re: Last straw after 15 years?

pint — Fri, 14 Aug 2020 13:29:50 GMT

two questions:
what router model is it?
and does it smell of burning/tcp disinfectant?

Re: Last straw after 15 years?

Uncle_Tupelo — Fri, 14 Aug 2020 14:13:54 GMT

Hi pint - it's the Plunet Hub One. No smell of burning and it still powers up, but cannot connect to broadband (light stays orange and BB light flashes red). I've replaced it temporarily with a TP-Link VDSL modem/router borrowed from a friend, so that works which confirms that the Plusnet Hub is faulty.

Re: Last straw after 15 years?

Alex — Fri, 14 Aug 2020 15:35:57 GMT

Sounds like you've done what you can @Uncle_Tupelo

How old is your Hub One? Just wondering if PlusNet can replace it under warranty.

Oherwise I would get another cheapo Hub One or BT HH.

Re: Last straw after 15 years?

pint — Fri, 14 Aug 2020 20:09:56 GMT

I've been with plusnet for a while, one of the things ive learnt over the years is that plusnet are a basics/budget provider.

The routers they send out are not exactly cutting edge ( the hub one is based on the long obsolete BT home hub 5a)

They are designed to be cheap to send out, and cheap and easy to support, if you want to get the best out of your connection, you are better off supplying your own router, and leaving the plus net supplied router in its box

Re: Last straw after 15 years?

philipinleeds — Sat, 15 Aug 2020 21:39:23 GMT

I'm also finding it impossible to get through to customer service. Tried lots of times at different times.

Re: Last straw after 15 years?

Alex — Sat, 15 Aug 2020 22:46:29 GMT

As frustrating as I can understand it is, give them a chance as I can understand it will be a very busy time for them at the moment.

My sister is working from home, given the fun and games that's going on at the moment. That's on the PlusNet connection.

I am the IT person in the house, although I don't live there. I run the IT in the house (that's my job). Miraclely my sister hasn't complained about the internet there once. That is pretty unprecedented (my sister not complaing to me about anything I mean), and thanks PlusNet for giving me a quiet life so far.

My sister doesn't even know the username and password (as I do). Not that it is a secret (and all that), she has never asked me.

Re: Last straw after 15 years?

Uncle_Tupelo — Sun, 16 Aug 2020 09:32:16 GMT

With respect Alex, it doesn't sound like your sister has needed to contact support. I've been WFH since lockdown started and it's been fine as long as I haven't required support. (That's probably more credit to Openreach than Plusnet in fairness).
But I think I've given them more than a fair chance. Over 4 days with zero response after trying to get help via phone, chat, Facebook, Twitter and a ticket is simply unacceptable. There is no excuse.

Re: Last straw after 15 years?

Alex — Sun, 16 Aug 2020 11:08:43 GMT

Pretty much right @Uncle_Tupelo

We've been lucky that I have only ever needed support twice, and I've been a customer for a long time.

I'll be getting lots of complaints from my sister if there were any problems. Hmmm - don't tempt fate there Alex. I might regret saying that 😁

I've never really used Twitter, though I have an account. Facebook I use - I just moan about stuff and swear far too much.

Re: Last straw after 15 years?

Baldrick1 — Sun, 16 Aug 2020 13:34:27 GMT

@Uncle_Tupelo

I agree that the current lack of suport from Plusnet is not good and will cause many to be considering moving on. However what is it that you are expecting from Plusnet?

As I understand it Plusnet will give you a free Hub One if it is less than 12 months old or if you take out a new contract. If your contract is up for renewal in October anyway then this might be an option. Try ringing Plusnet and select the 'I'm thinking of leaving' option and see if you can do a deal. Else they charge an outrageous £100 for one.

Alternatively as @Longliner says earlier you can pick up a BT Smarthub 6 from an auction site for very little money and get improved performance. Setting instructions are here https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/m-p/1587673#M8557

Re: Last straw after 15 years?

Uncle_Tupelo — Sun, 16 Aug 2020 17:23:02 GMT

Frankly, I'm not expecting anything from Plusnet now. It's hard to see what they could do to convince me to stay. The requests for help stated that I was a key worker, working from home and had no internet connection. I suspected the modem but wasn't certain. I needed help.
I subsequently borrowed a modem which confirmed that was the issue but (a) by then, they were already woefully late to have not responded and more worryingly (b) had it been a line fault rather than a modem fault, I'd now have been the best part of a week with no internet, no contact, no support and no work. That's unacceptable.
What was I looking for originally? Confirmation that my line wasn't faulty and possibly a free replacement modem. But the former was the important thing. Knowing support is there when I need it. I guess I'll need to look elsewhere.

Re: Last straw after 15 years?

pint — Mon, 17 Aug 2020 07:40:17 GMT

you may need to pay a little more for your broadband and phone, one of the ISPs I've heard good stuff about re support is andrews and arnold, however their pricing is more than plusnet etc.
Another thing worth looking at is if you are relying on your connection for work would be a business level contract.

Re: Last straw after 15 years?

Baldrick1 — Mon, 17 Aug 2020 09:55:58 GMT

@Uncle_Tupelo

I agree that support is currently very thin on the ground. I would have expected Plusnet to be more proactive in improving this. one solution would be to have re-established the ticket system. if they could do a deal with their employees maybe a night shift could have been introduced to address these tickets and hence keep numbers in the office at any time to a minimum.

However we are where we are. This means that self help, possibly with advice from this forum, is the best way forward if possible. Trying a different hub was obviously the quickest way to find out if it was your hub that had failed. I accept that not everyone has a spare but there is plenty of advice here on how to proceed if one can be borrowed and help is required to set it up.

Moving on is always an option, The risk of course is that the new ISP will be struggling during this pandemic and is no better.

At the end of the day Plusnet is a budget provider and as such provides a budget hub and budget support which is currently degraded further by a considerable margin. As @pint points out A&A have a very good reputation. I would however disagree that their price is only a 'little more'. You pays your money and make your choice.

Re: Last straw after 15 years?

Longliner — Mon, 17 Aug 2020 11:34:08 GMT

"you may need to pay a little more for your broadband and phone, one of the ISPs I've heard good stuff about re support is andrews and arnold," -- says pint

Just looked up A&A to find they want almost double my monthly BB bill for Plusnet. PN offers a basic router, basic service and basic backup at basic prices which fulfils all of my requirements and I would think a million other customers.You have been told how the BT HH6 can give you a worthwhile improvement for £10 and 15 minutes' setup.

I think the increasing numbers of home workers must now accept that if their BB is critical they need a business package at business prices. Then you are entitled to expect top-class equipment and instant service which you shouldn't need anyway. I think that PN offers excellent value for money but you get what you pay for.

Put another way, my in-laws are genuinely annoyed because their shiny new Dacia (peace upon it) is not as quiet and smooth as my old Mercedes-Benz 🙄

Re: Last straw after 15 years?

Uncle_Tupelo — Mon, 17 Aug 2020 16:07:31 GMT

Sorry, but I think you're missing the point Longliner. Having been a customer of Plusnet for over 15 years, I know that (until recently) they offered a basic service with a basic router and basic back up. I'd be happy with that. At no time have I said I want instant service or top notch equipment - not sure where that came from. But no backup at all is not basic service or basic support. Five and a half days with zero response? That's diabolical.

Re: Last straw after 15 years?

pint — Mon, 17 Aug 2020 18:06:41 GMT

5 days with no comeback is poo even by plusnets scatty standards, unfortunately its not uncommon both now as you have found out, and in the past.

Have you tried prodding them a little? Plusnet make a great deal over their Yorkshire heritage/base and running on that base sometimes it can take a little badgering before Yorkshire folk pick up -a few old phrases spring to mind such as :

you can always tell a yorkshire man, but you cant tell him much

and Yorkshire born, and yorkshire bread, strong in the arm and ....

All you can really do is poke them a bit to try and get a response.

another issue is that your using a residential product with a residential service level ( ie not upto that much) for something that requires a business level support - not sure what the situation is with plusnets t's and Cs but some ISPs have a clause stating you cant use a home product for commercial such as homeworking purposes

Re: Last straw after 15 years?

Uncle_Tupelo — Mon, 17 Aug 2020 19:05:43 GMT

This thread (https://community.plus.net/t5/My-Account-Billing/Business-use-of-residential-broadband/td-p/1009711) suggests that WFH should not be a problem. I'd think that any company who penalised people temporarily WFH in the middle of an international health crisis, at a time when the government is telling people to WFH if they can, would attract a shedload of very negative publicity.

Re: Last straw after 15 years?

Uncle_Tupelo — Mon, 17 Aug 2020 20:42:16 GMT

There doesn't appear to be any way to contact the mod, but I don't understand why this thread has been moved? I'm not looking for help with my router. The issue is customer service (or rather, the complete lack of it).