PLUSNET the company without any rules.

[#1]

Plusnet, as one of the few companies, prides itself on its excellent customer service, claiming to be the best. Of course, the fact that there’s no long wait time for a connection can be seen as an advantage but hiring people who don't know English is a different matter.
Initially, when I joined Plusnet, everything seemed wonderful, until the first issues with connectivity arose. After the first outage, the company admitted it was their fault and compensated me for the lack of internet with a credit worth around £50. However, they forgot to address the losses I incurred due to the lack of access (around £470), such as commuting to the office since I work from home, taking care of the child, etc.
Plusnet is a company that clearly doesn’t respect its customers; it was founded solely to achieve the highest possible profits, regardless of the cost. The company does whatever it wants and doesn't care about anything.
The last outage made me fed up with them. The first call I tried to make was unsuccessful; all lines were busy for two hours while I was on the line. (Check the system for call logs.) The subsequent calls only built up my frustration. Once I managed to get through, the reason for contact was the lack of the agreed-upon speed; from the 900 Mbps I ordered, I was getting 20, sometimes 30. The customer service representative mocked me and claimed there were no issues. I tried several more times, but it was always the same; the person on the line knew better.
At one point, the company finally listened to my problem and booked an engineer for repairs. The engineer came and confirmed that something was wrong. My patience ran out, and I switched to another provider.
Initially, PLUSNET demanded £400 from me to cover the remainder of the contract I canceled due to their fault. Now they are asking for £12.22 for something I don’t even know. I responded to their last email by saying that the next reply would result in me signing an agreement with Plusnet to supply a router worth £4000. This happened after the company effectively hid contract details when I upgraded to a higher speed. I responded in kind.
Currently, I am filing a crime report with the police and have forwarded the £4000 bill to a debt collection agency. The company naturally responded to my message, which led to the implementation of the contract.
For those interested, I have created a petition to address Plusnet’s unfair practices, withholding information, and misleading customers. It cannot be allowed that a company always faces no consequences.

[#2]

Moderators Note

This topic has been moved from Broadband to Plusnet Feedback

[#3]

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@wisniowy909 wrote:

However, they forgot to address the losses I incurred due to the lack of access (around £470), such as commuting to the office since I work from home

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Whilst I sympathise with the frustration around the connection issues you appear to have had, you don't seem to have helped yourself either.

The T&C's state "use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;", so you've already broken that it seems and in no way would PN be liable for it.

[#4]

From my conversation with your consultant, I was informed that I could work without any issues using this internet. Your consultant never mentioned anything like that, so thank you for the information and for once again hiding details. I see you've just exposed yourself. It’s only logical that many people work from home nowadays. I’ll go ahead and copy your statement and share it wherever I can to show that your internet service is useless and not worth using.

[#5]

I'm not sure what you mean by 'your' but I do not work for nor represent PN, just a mere customer so not sure what you think I've exposed.

I was merely pointing out that you didn't have a claim for losses because you couldn't work from home.
It also seems that you didn't follow the correct procedures that would allow you to leave without an early termination fee, again that's all laid out in the T&C's.

[#6]

Based on the information in your profile stating "moderator," I assume you are associated with the company—if not, my apologies.

Referring to my statements, if you had properly read and understood them, you would know that I contacted PN multiple times regarding issues with the improper functioning of their services. The provider failed to meet the terms of the contract from the very start, so logically, they broke their own rules.

[#7]

You can find the terms and conditions (which you may find of use) here :
https://www.plus.net/help/legal/
Then either click the one on or before 11 July 2024.
Then under Plusnet standard terms

"2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;"

The service is for personal use, and not business, therefore no claim is likely to be considered for loss relating to work/business activity.

[#8]

If there is a fault with you service you might be entitled to automatic compensation as detailed here: :https://www.plus.net/help/legal/automatic-compensation/

[#9]

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@wisniowy909 wrote:

Plusnet, as one of the few companies, prides itself on its excellent customer service, claiming to be the best. Of course, the fact that there’s no long wait time for a connection can be seen as an advantage but hiring people who don't know English is a different matter.
Initially, when I joined Plusnet, everything seemed wonderful, until the first issues with connectivity arose. After the first outage, the company admitted it was their fault and compensated me for the lack of internet with a credit worth around £50. However, they forgot to address the losses I incurred due to the lack of access (around £470), such as commuting to the office since I work from home, taking care of the child, etc.
Plusnet is a company that clearly doesn’t respect its customers; it was founded solely to achieve the highest possible profits, regardless of the cost. The company does whatever it wants and doesn't care about anything.
The last outage made me fed up with them. The first call I tried to make was unsuccessful; all lines were busy for two hours while I was on the line. (Check the system for call logs.) The subsequent calls only built up my frustration. Once I managed to get through, the reason for contact was the lack of the agreed-upon speed; from the 900 Mbps I ordered, I was getting 20, sometimes 30. The customer service representative mocked me and claimed there were no issues. I tried several more times, but it was always the same; the person on the line knew better.
At one point, the company finally listened to my problem and booked an engineer for repairs. The engineer came and confirmed that something was wrong. My patience ran out, and I switched to another provider.
Initially, PLUSNET demanded £400 from me to cover the remainder of the contract I canceled due to their fault. Now they are asking for £12.22 for something I don’t even know. I responded to their last email by saying that the next reply would result in me signing an agreement with Plusnet to supply a router worth £4000. This happened after the company effectively hid contract details when I upgraded to a higher speed. I responded in kind.
Currently, I am filing a crime report with the police and have forwarded the £4000 bill to a debt collection agency. The company naturally responded to my message, which led to the implementation of the contract.
For those interested, I have created a petition to address Plusnet’s unfair practices, withholding information, and misleading customers. It cannot be allowed that a company always faces no consequences.

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I am a little confused - What criminal, as opposed to civil,  (if any) wrongs are there here? Best of luck with the debt collection agency angle, too.

[#10]

It is most unfortunate that so many people do not bother to read the provided T&Cs when entering into a contract .., and then complain bitterly when it goes wrong. If referred to court, the key material points are …

1. All Plusnet products are sold as RESIDENTIAL services.

2. There is explicit prohibition on the use of the service for running a business or extensive WFH

3. There is no liability for consequential losses

4. In the event of an unfixable fault, the supplier must be allowed 30 days to rectify the issue with the user’s cooperation - only after such time can the contract be ended without exit fees

FTTP either works or it does not, there’s no in between. The reference speed is the line connection speed not the usable speed which is predicated by the users equipment and environment. This discourse has not provided enough facts related to the suggested “fault” which either the supplier was not permitted time or cooperation to resolve.

The referenced automatic compensation is only applicable if there was an extended TOTAL loss of service, missed appointments or delayed initial commissioning following a CONFIRMED installation date. Where FTTP is concerned a new service provision might be multi-stage: in such circumstances users have mistakenly assumed that the pre-install stage dates are CONFIRMED completion dates.

It is a matter of reading all communications diligently.

[#11]

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@wisniowy909 wrote:

For those interested, I have created a petition to address Plusnet’s unfair practices, withholding information, and misleading customers. It cannot be allowed that a company always faces no consequences.

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@wisniowy909 

Why would you mention that, and then not provide a link so that other disenchanted Plusnet customers could sign up ?

I've searched for ANY Plusnet petition within the last three months and can't find anything !

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[#12]

It could be me, but reading the OP, there are more questions that need to be asked and answered.

@outcast It could just be this whole thing is a wind-up?

[#13]

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@wisniowy909 wrote:

The customer service representative mocked me

Can't imagine why ? 

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[#14]

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@wisniowy909 wrote:

I responded to their last email by saying that the next reply would result in me signing an agreement with Plusnet to supply a router worth £4000. This happened after the company effectively hid contract details when I upgraded to a higher speed. I responded in kind.
Currently, I am filing a crime report with the police and have forwarded the £4000 bill to a debt collection agency

@wisniowy909 

Taking you at your word, when inevitably Plusnet don't pay the debt collection agency, and you take them to court,

do you have a receipt for this £4000 router that you're claiming for when the judge asks you to prove your expenses ?

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[#15]

@outcast I sincerely doubt it - can you point me to a router that costs £4,000?😉