Have your say about Plusnet

[#1]

Those of you who’ve been reading our blogs for a while now will know that we’ve been rather successful over the years at the Internet Services Providers' Association (ISPA) awards.  Hopefully 2013 will be no different and we’d like to continue the momentum with a little help from you. Plusnet is participating in this year’s Customer Choice category which means it's down to you guys to tell the judges what you think of the service you receive from us. Not only this, but you could also be in with a chance of winning a pair of tickets to attend this year’s black-tie event in person. Read on to find out how ... ISPA is the UK's Trade Association for providers of internet services and brings together the UK internet industry to provide essential support through innovation, knowledge and experience in order to benefit the UK economy and society…in other words, these awards are a bit like the Oscars of the internet world. We're amongst a number of other companies battling it out for this coveted title and we need you to have your say! By telling ISPA and thinkbroadband what you think of Plusnet in terms of reliability, customer service and value for money, you could win tickets to their black-tie awards ceremony held in London this July. We really value customer feedback and we're not asking you to simply trumpet our cause in this survey. Instead, you have the chance to tell the industry what you honestly think of our service. The survey closes on 26th April 2013, and winners of the Consumer Choices award will be crowned on 11th July 2013 at the award ceremony hosted at the Sheraton Park Lane Hotel in London. The lucky winners of the competition to win tickets to the ceremony will attend the black tie event which includes a drinks reception, three-course meal, awards presentation and entertainment. Nicholas Lansman, ISPA Secretary General, said:

“The Customer Choice award puts the power back into the hands of customers and I wish the best of luck to those who have entered. The ISPAs have been going for 15 years and reflect the best of the British internet industry.”

So what are you waiting for? If you’ve already filled out the survey and still have feedback to share with us then feel free to leave a comment below ...

[#2]

well you had try do again cut out my line why you keep on line now you have poor moment what are do it on line now you made up on phone line? look like are you play with it on letter!. come on what go on with it.

[#3]

well again again cut out line what are you done? look none work with it about on line what you go on with it?? thank you for letter to me but you know how I can call you your number 0800 432 0200 well am deaf how you made it call you? why you put email me your address?.. what you made up cut out line? look like you back again play with it are you!...

[#4]

I paid different sums every month as it depended on internet usage and i used it always too much. the sum was every month different and it was usually twice as big as the final payment now, that i refuse to pay by phone. it will be an international call for me and as i already met very poor service on phone, i will not make another call there. i've tried to contact by email to get the account number, where i could pay it myself then, but nobody cares in your company. everyone thinks it not his task, and i, stupid customer, should leave you alone. it's been really extremely bad experience trying to get some issues to be solved with your company. my email is lilleriins@hot.ee, could you please solve the problem and send me the details how i can pay the final bill and forget your company for good!

[#5]

just switched to plusnet, after being 30 years of telephone,broadband etc with another service provider. very pleased with the support team, particularly Glen, who was very helpful, patient and no doubt very experienced in the initial help provided for the set up.excellent many thanks

[#6]

look like never get better your line is very poor every time cut out why you keep on line am no sure good service never look like to play with it your line!. when I put on my line from bt line is working but only from you plusnet same thing wrong on line you never sort out for right line?, come on what wrong with it your line no say same thing about your jobs I pay too much cost each month never get better your line!. you put half price why? is made up no good line! never say about who fault is very poor work. what go on with it.

[#7]

Having joined Plusnet for BB and Calls in early May I can categorically admit to it being the biggest mistake I have ever made in my telecoms user history! Ever since going live BB downloads rates at busy periods have been dreadful, basically I get 25% of estimated speed for 25% of every day. Plusnet blame in on BTWholesale, BTWholesale say nothing is wrong despite previously declaring the exchange "red" on VP capacity. Having left O2 for Plusnet where over 5 years I never experienced any such problems I hold up my hands to screwing up and making a seriously poor decision! If anyone from Plusnet bothers to read this they can get a more detailed picture of the situation by looking up "Question ID 69458998". In summary I suggest that any prospective user avoid Plusnet like the plague, unless you want to spend hours of your life. perhaps evem a career, at your PC collecting data of poor performance from Plusnet and BTWholesale supplied sources which will be ignored and not actioned.

[#8]

allways had good service customer service are polite and helpfull but there is one annoying thing my internet keeps dropping then next no internet i just wish this could keep to the speed it should be

[#9]

Thank you very much to the team who quickly and very pleasantly sorted out line problems for me. in particular Kerry and Matt. It is so good to feel that Plusnet really cared about fixing the issue for us. It is now working much, much better. Thanks again.

[#10]

@doug godden, your fragmented grammar is very difficult to understand/interpret. If you've a problem with the service then you will need to report a fault by either giving us a call or completing the troubleshooter at faults.plus.net. @mervyn lightning, same applies. If the drops are becoming regular then report a fault and we'll do our best to sort things out for you. @Keith Wetten, if your problem is due to BT Wholesale exchange capacity then I have to admit to it being somewhat outside of our control as we're dependent on Wholesale upgrading capacity at your exchange. Regardless, your situation isn't a common one. I am sorry it's taking so long to fix though. I've had a quick read though your ticket and can see that we're chasing Wholesale's Complex Fault Team for updates. There's little I can do to push things along at this stage however do let us know the outcome. I'm sure we can arrange something in the way of a goodwill gesture once the problem's resolved. @Helen Hamilton, thanks for the kind words

[#11]

Hi I have been waiting for broadband for about 9 WEEKS NOW. My phone line was installed after 4-5 wks, after much calling and incurred me a 30 pounds mobile phone bill. I am dissapointed that no one messaged me by text whenever there was an update, and I was told that I have a mobile phone with internet and I should check that as I complained that I have no internet service. Also the matter never got escalated until I contacted plus net as apparantly their is no flag on the system when the broadband service doesnt start on the day it is scheduled to. On top of that I am being charged for a phone line that I dont need as I use my mobile for calls,( I have now upgraded to unlimited calls due to my problems earlier with plus net). Even though I have no broadband service which is what I require. I have had to resort to paying a lot of money to get bt wifi monthly, hence I am looking at cancelling, as i am fed up with waiting.

[#12]

Well , where do i start...Gave notice yet plusnet feel the need to charge me 25.00. Dont like answering letters send me a letter but just a crappy email.... Left me no choice but to get in touch with the legal system

[#13]

Hi simar parikh, I'm really sorry about this, but can see that a fault has been raised to our suppliers and escalated - there's also a reply on your ticket that explains about the downtime and how that'll be dealt with, I hope this sets your mind at rest. We'll keep on pushing to get this fixed for you.

[#14]

I recntly joined plusnet,couple hitches happened,but plusnet technicans and the accontant promptly put things wright as it should be.thank you for the refund.the internet connec reliable phenomenal.always there.I wished the contact element abit better.Thanx again to all of you.

[#15]

@dbaser, the £25 is likely to be a cessation charge. We get charged by our suppliers where your line is fully disconnected rather than migrated to another ISP. We just pass that charge on rather than compensate for it by making our subscription prices higher. Other ISP's like BT Retail, TalkTalk and Sky do exactly the same. It actually costs us a little more than £25 at the wholesale level. You can read more about it here - http://www.plus.net/support/customer_service/billing/cessation_charges.shtml @aladdin, thanks for the feedback.

[#16]

Plusnet works ok and is reliable. The problem I have is finding out what exactly I'm signed up to. The names of the 'deals' change over time as also does the data limits etc. I can't find under My Account any such details, only what I've used. The effect is that when I look at what is currently on offer I don't know whether I would better off or not.

[#17]

"Your comment must be checked by a human to make sure it isn't spam. Nothing personal, we check all comments from users who are not logged in." I was logged in, looking at my account and usage!!!

[#18]

Lionel, our Community Site has a separate login mechanism to the main Plusnet site. You need to register a separate account here - http://community.plus.net/registration/ When logged into our main website navigate to Account Details > Account Summary and you should see information about what product you're currently paying for.