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Want out of plusnet's disgraceful service - going back to Sky

paulplus7
Newbie
Posts: 3
Thanks: 2
Registered: ‎29-09-2016

Want out of plusnet's disgraceful service - going back to Sky

first month was september with Plusnet and i have had enough.

 

- average time to get through on live support = 1hr +

- made an official complaint over 2 weeks ago = no answer

- cannot watch streaming tv = says check your router

- first 2 weeks with plusnet = £83.00 bill! for phone and unlimited broadband

 

Cannot devote hours waiting to get through to support! Last time it took 1 hour and 40 minutes and the adviser smarted off that my contract is for the service, not the support! - what a lovely statement to make to a new customer in their first month. she may as well have said 'tough you are in a contract'. 

 

So I am going back to Sky broadband, went to citizens advice bureau yesterday, I can give notice to terminate - which i already did and didn't get an answer - I've not got the level or quality of service one could reasonably expect.

 

I will never recommend plusnet to anyone.

4 REPLIES
St3
Aspiring Champion
Posts: 2,609
Thanks: 498
Fixes: 5
Registered: ‎13-07-2012

Re: Want out of plusnet's disgraceful service - going back to Sky

sorry to hear you had no luck with plusnet, btw can i ask why you moved from sky to plusnet ? was it a cheaper option ?

paulplus7
Newbie
Posts: 3
Thanks: 2
Registered: ‎29-09-2016

Re: Want out of plusnet's disgraceful service - going back to Sky

moved to plusnet as i didn't want the sky tv packages anymore, just wanted bb and tel, plusnet 'looked' cheaper, they weren't, by a long shot, then all the other issues. just written a big long article about my experience with plusnet, going to put it online this weekend and rank it - i am an seo specialist, so least i can do is warn others.

Plusnet Help Team
Plusnet Help Team
Posts: 539
Thanks: 56
Fixes: 19
Registered: ‎02-03-2015

Re: Want out of plusnet's disgraceful service - going back to Sky

Hi paulplus7,

I am sorry to hear about this and issues that you have faced. I can see from investigating this further for you and I can see that the increased bill stems from charges for calls made on your line because any calls that are made are chargeable as you do not have a call package on your account.

Unfortunately you are in contract for your service and cancellation of the account would result in full contract charges being applicable and the outstanding charges that you have made as well. 

I can see the contacts that you have made to us regarding your issues which have been resolved but you have not raised any official complaint to us regarding any of your issues. I would recommend that you contact us on 0800 013 2632 then select option 1 then 2 to discuss this matter further.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
paulplus7
Newbie
Posts: 3
Thanks: 2
Registered: ‎29-09-2016

Re: Want out of plusnet's disgraceful service - going back to Sky

I had the live chat transcript emailed to me and it clearly shows me raising an official complaint and the adviser responding saying someone would be in touch, this was 3 weeks ago - again, it is indicative of plusnet that no complaint was raised - despite it being in the live chat.