Plusnet receive Good Housekeeping Reader Recommendation

[#1]

We’re delighted to announce that our phone and broadband customer service is now Good Housekeeping Reader Recommended. An incredible 91% of surveyed readers who have a Plusnet phone and broadband package felt that the package represented good value for money, with 82% saying that they would definitely or probably recommend Plusnet to a friend. A questionnaire developed by the experts at the Good Housekeeping Institute, was sent to the readers asking them to comment on their package in four main areas. Performance, overall acceptability, propensity to purchase and whether they’d recommend the service were the areas queried. The results showed that 88% of GH readers agreed that the initial set up information gave them everything required to get started and the router was dispatched quickly. 71% felt the speed of their connection was satisfactory and 79% were happy with the reliability of their connection. Additionally, 87% of surveyed customers said they are likely to remain with Plusnet once their current contract expires. Plusnet are the first broadband company to gain this recommendation and you can see more information on the Good Housekeeping website. *Good Housekeeping Reader Recommended 2014 Trial, 126 GH Readers, June 2014.

[#2]

We use PlusNet to run our website selling eco gifts and have always found it to be fast and reliable enough - would recommend it to any business. http://www.goecostore.co.uk

[#3]

I don't usually bother writing feedbacks but on this occasion I have an overwhelming urge to and may be quite lengthy. I have been with plusnet since January 2014 and they provided the best internet speed in our area by far (I live in the sticks) and up until now have provided a faultless service. We live in a rented property and our landlord had decided to issue us with notice and sell up. We are moving in to temporary holiday home until we find somewhere else, therefore the property already has internet, tv and all the usuals. Due to everything already being supplied as a package with the new accommodation I have been going through the process of cancelling all the subscriptions to tv suppliers so on and so forth at the address we are being forced out of. Every single company waivered any cancellation fee due to the moving of address being forced upon us and not leaving of our own choice. I appreciate that this may just be a good will gesture by them in hope that I will return as a customer (which I will) once we have found a more long term address. The last company I contacted was plusnet, I spoke with two advisers and explained my situation. They then checked with the manager to see if any fees could be waivered only to return and tell I need to pay £92 cancellation fee as I am leaving 2 months before my contract ends. After explaining I was given no indication that the landlord was going to sell when I signed up 10 months ago, they flatly refused to show any interest and demanded the payment. I paied the £92 and ended the call. Now some may say that this was not plusnet's problem and I agree, but it was also not my choice to leave my property. The point I am making is that every single other company I was signed up to with varying contract lengths ALL let me cancel with out any charges. And I shall be signing back up to all of them when we find ourselves a new home. For the fee of £92 and having shown no sympathy for my situation plusnet have lost what would have been a long term customer and a dam site more than the cost of the cancellation fee. Customer service is very important to me and in my opinion plusnet is very poor in this field, as plusnet rent all their equipment from BT I think I shall pay the extra in the future and go direct to BT cutting out the short sited middle man that is PLUSNET.

[#4]

Plusnet - We'll do you proud. What they don't tell you is that the 'proud' is silent. Their response to my finding out that they've overcharged me was to say 'more fool you for letting us'. Anyone who is with Plusnet, I urge you to immediately go and check what you are paying with what they are offering on the Internet. You may be quite surprised by how much you're being overcharged. Do not think they'll give you this money back, or credit your account as it's your fault for letting them rip you off. I've fixed their advertising strapline: Plusnet... We'll do you.

[#5]

What happens if you can't pay after 14 days when your payment is due? The Q and A says that 'restrictions' will be placed on your service. What are they? How can I contact plusnet by email directly? (it's an hours waiting time on the phone and there's no email just a pretend robot called jess trying to answer my questions). Thanks

[#6]

At this rate Good Housekeeping may be the only customers Plusnet have left. Have been with Plusnet since the very early days (before BT put their unhelpful oar in) and all was fine until they made fibre available in my area. Signed up to get the necessary line changes and made an engineer appointment. Engineer didn't show up. They then had the audacity to suggest that the engineer couldn't gain access to the property along with a warning that I would be charged £50 for a missed appointment. They soon went quiet on that when I threw my toys out of the pram. They then proceeded to make another appointment for me on a day that I could not make (helpful). I informed them immediately that I was away on business that day but I would be prepared to go ahead on the Monday following, with an appointment between 1-6pm. This was agreed on the telephone and with a later call from a scheduler. Incredibly, on the appointed day, I received a text message at 1.32pm to say that they had been unable to arrange the visit! Apalling. I've now told Plusnet to forget the Fibre installation altogether and just revert me back to unlimited broadband. It's not going well. My only response to numerous 'ticket' replies have been on the lines of 'we can't do that via email, please telephone our customer helpline' which I've done and, to be fair, the operators at the other end have been very apologetic. Trouble is, when you get a written response back you get the impression that they haven't listened to one word and they have offered something different to what had been discussed over the 'phone. Plusnet, as and organisation under the BT umberella, seem to be in total disarray. Online questions (tickets) are never answered by the same person and if you are fortunate enough to get through to a customer service advisor you are constantly put back on hold while they confer with either a colleague or a supervisor (who knows)? They really have no concept of customer service. No one person is allocated to your particular issue, it is just bounced round the organisation. One last thing if you're still with me; Why on earth do these large organisations spend a fortune on advertising for new customers and then, if you take the bait, treat you with total disdain? Plusnet used to be better than this. They need to stop putting an array of ambulances going in different directions at the bottom of the clift and start building a fence at the top. Now would be fine.

[#7]

@Richard Renegade If your bill is not paid within 14 days of the payment failing then your broadband and phone service may become unusable. Any outgoing phone calls would be routed to Plusnet to make payment and you may not be able to browse. Apologies for the long wait time. You can raise a ticket on your account if you have any queries and you can't get through on the phone here: contactus.plus.net Regards, Linn K Customer Relations

[#8]

@Explosif I'm sorry to hear of your experience trying to upgrade to Fibre. Thank you for your feedback. If you'd like to get in touch with us on the Forums should you consider to upgrade again we can monitor this until completion for you. Regards, Linn K Customer Relations

[#9]

@ Linn. I can pay in a few days now (within the 14 days). Does the service return to normal without charge if I pay within 14 days?

[#10]

Currently sat in the never ending phone queue (15 mintues and counting) trying to cancel this diabolical service. I'm going to buy my way out of my broadband contract at £200 but feel that is my best option. My advice to anyone I meet will be not to sign up with PlusNet, I work in IT and get a lot of queries about this kind of thing. There is nothing Yorkshire about this bunch of shysters.

[#11]

30 minutes now on hold....

[#12]

33 minutes total hold time just to close my account, £240 to buy out of my contract which is disgusting but I actually feel happy that whole sorry ordeal has come to an end.

[#13]

I have been with Plusnet since before they changed their name to Plusnet....well over 12 years. Up to changing my address in May 2014 the service was good and I had no complaints. However, since moving I have had problems with broadband speed, from 2mb down to 0.1mb and dropouts. Also my phone line has been noisy; both are controlled by Plusnet. My current problem started on 20/9/14 and I eventually got a ticket number 92371254 on 1/10/14...this subsequently changed to ticket number 92371269 on 3/10/14 and is still unresolved. Compared to the past, the current customer service is appalling. I also notice that the tech teams seemed to be over worked and burned out. I was thinking of moving to a Fibre package as apparently I will never get more than 2mb but I'm not to sure now as that will tie me in for another 18 months. Come on Plusnet, get your fingers out and live up to your claims or I'm off!!

[#14]

@Richard Renegade, yes, if you pay within the 14 days from your billing date you shouldn't incur any further charges.

[#15]

@Paul sorry to hear you were having problems with the broadband service. I can see that since your post your faults has been resolved and your service is performing normally now. Our Customer Options team would be the best team for you to speak to should you consider upgrading to Fibre: 0800 013 2632 Monday - Friday 9:00 - 20:00 and Saturdays 09:00 - 17:30 Regards, Linn