Is plusnet the worst internet provider on the market?

[#1]

Having been with PN on and off for what must be 10 years now I have to say they have been amazing in terms of reliability, connection speed and customer service but in through 2015 I've seen customer service nose dive for a lot of people and there is a lot less interaction from staff on these forums. I have thought about leaving a few times due to the dwindling support but I can't as they are the only provider that will give me an FTTP line without paying line rental. I just hope I never have any issues!

[#2]

The problem with all these surveys asking how satisfied people are with support is that the vast majority of the respondents will not have had a recent problem. If they first asked if you had had an issue in the last 6 months and only then asked about support satisfaction I bet you would get a very different answer!

[#3]

+1  spoon whittler 

[#4]

another +1 Spoon Whittler.
I was originally with Metronet (PAYG ADSL) who were fantastic in their day.  They were then bought out or merged with PN who have been very nearly as good on the support front.
If you really want a bench mark of BAD  try TalkTalk as someone else suggested, they don't have a clue.
I once had a speed issue and PN bent over backwards to help me solve it,  it turned out to be an issue with my non PN router but they still helped me to the extent that I discovered what the issue was.  Above and beyond I feel.
Well done PlusNet

[#5]

In the days before Fibre was invented, I had many ADSL problems.
But Plusnet - almost always gave excellent support; I'm sure it would be different now.
Fibre seems a much more stable product.

[#6]

Re comparisons with TalkTalk: I presume you are all aware that in Q3, OFCOM received more complaints per 100,000 customers about Plusnet than than they did about TalkTalk -  see http://community.plus.net/forum/index.php/topic,146832.0.html

[#7]

How they win any awards with the dreadful customer service they now offer is beyond me. Tickets have virtually gone, ask the same question over and over on live chat and they give you different answers each time, none of which answer the question or just dodge it and long delays for the phones.
If my problem, about referral payments is still outstanding when my DD is taken then I am off, asking the bank to collect repayment from PN and go on breach of their promises to me.
They are a disgrace again.

[#8]

If there is any un written rule , that should be never let any ISP award cloud your judgement when selecting/researching you next choice of ISP because IMO they are more or less meaningless, And possibly bought in some circumstances and that is regardless of who the isp is
Research customer forums like this one , but also other independent  sites with customer reviews, discounting the planted reviews that are quite easily spotted if you use your grey matter and let the sceptic in you free

[#9]

I see Ovo Energy have done soft launch into BB market- they win awards for customer service so may be
welcome new entrants!  
Anyone know who's backbone they use?

[#10]

" they win awards for customer service"
So do Plusnet according to their advertising. 
However, I used Ovo Energy (gas and electrickery) for three years until last November and their CS was first class by 'phone and e-mail contact.

[#11]

I've tried various ISP's over the years with varying rates of success and the one I stayed the longest with was BE which was ultimately taken over by SKY who I was initially happy with.
However when I realised that I was paying a premium for NOT subscribing to Sky TV I decided to move to Plusnet and couldn't be happier.
Connection was a day early, setup was childs play, faster than SKY and a lot cheaper as well.

[#12]

Indeed,  but when you have a need to phone in for support too many have been suffering unacceptable wait times,
which PN have claimed to be working on for years....& haven't.
OVO scores consistently well on customer service which may well prove a vital USP for them.
Only EE rank worse in Customer Service in recent surveys.
Strangely/ arrogantly they still boast about their customer service in current TV ads.
They are living on their service level scores 5 years ago!

We're a Yorkshire-based provider selling broadband and phone services to homes and businesses throughout the UK.
Winner of the ISPA 2010 'Best Consumer Customer Service ISP' Award, we're proud to offer the UK's best value standalone broadband

[#13]

Now over their target of 24 hours to answer my ticket and I wonder if they are ashamed of their ticket response times it has not been updated since 6th January!

[#14]

Well over their 24 hour target and st ill no update on ticket stats, obviously very bad or they would publish it. Yes they are the worst internet provider.

[#15]

I have been with PN for several years now, previously with them all from AOL to O2. I have introduced six new members but after the last experience with the last one I shall not be introducing any more. PN you will have to change your claims that you have the best customer service, if I were you I would stick to whittling spoons!