Should we cancel our broadband/phone order?
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Should we cancel our broadband/phone order?
14-09-2015 9:01 AM
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This second attempt to connect us is described by Plusnet as 'Question 110603274' (Don't ask me). This included a warning that should we fail to keep the appointment on the 23rd a fee of £49.99 would be payable. I think not unreasonably we replied to (added to?) the Question by asking for £49.99 for Plusnet's missed appt on the 9th. The response can be summed up as "Come again?" and suggested we ring customer services - which we will never do again.
We've been OK with BT for a long time but Plusnet really is so much cheaper. But we're now understandably very nervous about Plusnet. It's clearly dysfunctional, with no case management system, and pretty much no idea at all what good customer service is. So my question is would we be better advised to cancel and look elsewhere? And if so, where?
Thanks
Re: Should we cancel our broadband/phone order?
14-09-2015 6:10 PM
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http://community.plus.net/forum/index.php/topic,141893.0.html
I personally switched to Origin,
a few comparisons after about 5 weeks,
Speed went up from 9.8Mbps to 12.4Mbps, (Origin is LLU), I was getting about 4 cold callers a day with PlusNet, I have had zero with Origin in just over a month. I can get through to customer service within 5 seconds after pressing the options, games play with no lagg, and I am saving a lot of money per year.
I was with free-online/PlusNet since Dec 1998 and really wish I had changed sooner.
Anyway this is my 2c, I was hoping to leave PlusNet in the past but have been forced to return to these forums as my Mum switched from PN last month too, but is still being charged, so with no other means of contacting PN apart from spending hours on the phone, here I am.
Re: Should we cancel our broadband/phone order?
14-09-2015 8:48 PM
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Quote from: PitchBlack Speed went up from 9.8Mbps to 12.4Mbps, (Origin is LLU),
Origin is only LLU in a handful of exchanges. For others they resell PN services...
Quote from: PitchBlack I was getting about 4 cold callers a day with PlusNet, I have had zero with Origin in just over a month.
Nothing to do with your phone provider - Just coincidence if you haven't changed your number.
Re: Should we cancel our broadband/phone order?
15-09-2015 11:03 AM
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Re: Should we cancel our broadband/phone order?
15-09-2015 4:21 PM
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Adam, thanks for the comment on the Ticket. We'll get back to you soon.
Re: Should we cancel our broadband/phone order?
15-09-2015 9:58 PM
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Re: Should we cancel our broadband/phone order?
19-09-2015 8:37 AM
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We do find this all rather odd, and remain unsure about the wisdom of a long-term commitment to a company that behaves like this. As I said, we've been with BT since I think 1985 (?) so we don't exactly like moving our broadband around a lot.
Anyway, I've written back to them ('added to the ticket') saying something like this.
Other views welcome.
Re: Should we cancel our broadband/phone order?
19-09-2015 10:32 AM
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have a read of this for your legal rights http://www.moneysavingexpert.com/shopping/delivery-rights#extra
Re: Should we cancel our broadband/phone order?
21-09-2015 9:04 AM
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Anyway we added to the Ticket suggesting that paying Sebtomato the full amount and us half was strange and got one of those "come gain?" responses. I'm not sure a person is doing the responses on the ticket. This response, after a chunk of text we can't see as relevant, suggests contacting Plusnet's online chat, which is where we started a while back when our installation didn't happen - we contacted them first and Chat said yes we can see it hasn't happened and we don't know why so ring customer services by phone (that was the very long wait etc.). I'm sure chat s fine for some things.
So not sure e where we are now. This company doesn't seems to be effectively organised and we have little confidence that on the 23rd this installation will happen this time either. I also see now that there are concerns about the quality of the router.
BT are of course circling and offering us deal we apparently won't refuse.
Will be talking to Origin this morning and I think we'll decide later today or tomorrow.
Thanks to all.
Re: Should we cancel our broadband/phone order?
06-10-2015 8:37 AM
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Current speeds 13 down and 2.5 up. Is that good I wonder?
The phone line went dead from last Thursday to yesterday - a fault at the exchange apparently. Never had one of those in the 21 years living here. So we're still a bit nervous. The Plusnet consumer line was answered pretty much immediately and gave a date for fixing the problem. She said helpfully that there would be no charge. But will they charge us for the 5 days with no phone we wonder? Not that we need it mind.
No sign of the promised £25 for the missed appointment as yet.
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