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100% dissatisfied with PlusNet – cheating at its best

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100% dissatisfied with PlusNet – cheating at its best

Since 1st October 2006, my PlusNet broadband connection has ceased. Since then, I have learned about PlusNet hidden rules and shocking cheating.

If PlusNet does not provide a service, payments must be maintained. PlusNet terms & conditions specify a payment of one month in advance. However, the customer must keep paying and it doesn’t reimburse money when it fails to provide a service. PlusNet cheats all customers with its terms & conditions.

PlusNet does not deal with customers’ broadband failure. By default, all technical issues are left unattended for 5 days at the outset; they are left unresolved and a new 5-day cycle is restarted for other unspecified failures. It blames vividly the LLU broadband network supplier for all technical faults, but it cannot confirm when it contacts the LLU supplier and for which purpose. PlusNet cheats customers by blaming third-parties and by staying fully inactive.

PlusNet claims that its testing shows that the broadband line is working when it is constantly dead. It cannot substantiate the source of failure of its own testing unit: corrupted testing software and hardware, unqualified personnel, non-performed testing. PlusNet cheats customers by not testing the fault line and not having adequate testing system.

PlusNet has several units for customer service requests. All units are manned by a single person dealing with everything from technical faults to billing, including abuse. Customer service is operated by few technicians, who do not address customers’ needs. PlusNet cheats customers by a complete lack of adequate staff, support and actions.

PlusNet claims a 92% satisfied customers. Just another lie, as it does not publicize about customers that it abuses.

That message is to be available on PlusNet forums and to other external forums. PlusNet can remove the message from its own forums, as an obvious evidence of its complete lack of customer care.
2 REPLIES
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Re: 100% dissatisfied with PlusNet – cheating at its best

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PlusNet claims a 92% satisfied customers. Just another lie, as it does not publicize about customers that it abuses.


PlusNet states that Uswitch claims a 92% result. PlusNet doesn't actually have a clue of such a figure about satisfaction.

Also the Uswitch survey in question was from well over six months ago, so I'd suggest it has little meaning based on the current satisfaction and service.

PlusNet have been unable to provide any figure which shows the current satisfaction level, and apparently they only know how dis-satisfied people are when they finally leave.
ceridwen
Grafter
Posts: 937
Registered: 14-10-2007

Re: 100% dissatisfied with PlusNet – cheating at i

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If PlusNet does not provide a service, payments must be maintained. PlusNet terms & conditions specify a payment of one month in advance. However, the customer must keep paying and it doesn’t reimburse money when it fails to provide a service.


It should be noted that the T&Cs do include the clause
"Nothing in these Conditions affects your statutory rights as a consumer"

It is against your statutory rights for PN to take payment for a service which is not provided.

The lack of an SLA protects PN from unreasonable compensation demands due to problems in the service - e.g.

you couldn't claim additional damages (loss of earnings etc.) due to a blip in the service

if the service was down for an hour, the amount that you might be reimbursed for that downtime would be £21.99 / (30 days x 24 hours) or 3p. The cost to PN to reimburse that amount would be disproportionate to the actually money reimbursed, and in general seeking this sort of reimbursement would be unreasonable.

However, for longer downtime, a reimbursement is due (under pressure PN will probably backdown claiming the reimbursement is a "gesture of goodwill" - a common tactic across the merchandising industry to make you feel that they are going above the call of duty when if fact they are just giving you the minimum required by law!).

So the bottom line is that if you do suffer downtime due to a fault of PN or lack of due diligence by PN, you are entitled to a reasonable level of reimbursement.

Matthew