I have been with Plusnet for quite a few years and I have always enjoyed good customer service. However, this has now come to an end. I contacted Plusnet to explain that whilst my contract was coming to an end in December, I have been having numerous issues with the Broadband. Sometimes it goes out for a few seconds at a time, but these are never one offs, it goes off for easily 30 minutes per day in total. These connection issues have been going on for months, but due to health issues, I am unable to be constantly on the telephone to complain. I have to order my medication online and it is the only way for me to be in contact with friends around the world, so having working broadband is very important to me. My carer has tried to call customer services, but he is met with resistance and so I tried to explain what has been happening, that my Broadband has not been working properly and I could really do with some help to fix it. My carer has done the usual steps each and every time, to no avail. I was brushed off and passed to someone to get me to take a new contract. I did indeed want a new contract, with better broadband, but I also wanted my problems dealt with. The man was not interested and said that I shouldn't be worried, as my contract will soon change and I will have to have a new router for the better broadband. He made it plain that it was my fault for having the same router for two years and that this was very old technology. My concerns were completely dismissed and when I then asked about new offers, such as Topcashback offering £70 for taking out the same package and the offer of a pre paid card, I was told that there were no offers on and that I should be grateful that he was knocking off 1p per month, because the website had the incorrect price on there. I was then told that I would be charged for carriage for my new router and I explained my health issues and said that my normal carer would not be there that weekend, so I needed it to not come until the Monday, or after (this Monday.) He obviously took no notice, or didn't care, because I also said that I did not want it going to any neighbour and there was no safe place to leave it. I needed it when my main carer was here, so he could answer the door and get the new router for me. Well the router turned up on the Saturday and was given to a neighbour, when my carer came on the Monday, he went and got it (thankfully it was a neighbour who does not steal items). I looked at the packaging when I could and the sticker states to deliver to a neighbour. So I feel that Plusnet's customer service is now so bad, that it is obvious they have joined BT. I am fed up of trying to sort this out on the telephone and there is no email to use to convey such sensitive information. No one has bothered to look into the issues I am still having with the broadband and I feel totally ignored, I didn't even receive an apology for the problems, nor was I offered any compensation, giving me free postage of the new router would have gone a long way to making me feel heard. Is there any hope, or should I hurry up and cancel my new contract?
