When my fibre was installed by Openreach yesterday, he informed us that we no longer needed microfilters anymore and took them out.  Firstly it might help if I detail the problems that followed by describing our unusual set up. We are in a 2 bedroomed flat, the master phone socket is located in the main bedroom for some strange reason.  So we then have a BT installed extension to take it into the front room where we can connect the TV etc.  So when he arrived he asked where we wanted the router locating, we said in the front room so the TV etc can be plugged in.  So he ran a new extension along the same path as the existing one, as the old one was nibbled here and there from when we had gerbils, it still functioned ok but we decided a new one might be better.  He wired this directly into the master socket and in the front room he put a new box on the wall with the new faceplate that included the built in microfilter. After he had finished he said he would test the phone line and went into the bedroom where the phone was plugged in, he said it was fine and then proceeded to remove the microfilter, saying it was no longer needed.  We went back into the front room, where I noticed that the fibre modem had disconnected.  He said it was fine and it would settle down in a few hours and off he went. I then picked up the phone to make a call and noticed the line was very noisy which surprised me because he had said it was fine.  Also I spotted that the fibre modem had disconnected again.  All last night and today whenever the phone was used, the line was really noisy and the broadband dropped.  I decided at this point that I was going to ring Plusnet as it needed to be sorted. Then the penny dropped....................... I suddenly thought hang on the telephone is plugged into the master socket, without a microfilter!  The one with the built in filter was in the front room.  So I decided to plug the microfilter back in in the bedroom and see where we went.  BINGO no noise and no disconnection. So the Openreach engineer obviously had an off day and gave us duff information, I guess it was logic when I thought about it but surely the Openreach engineer should have thought of this??? Anyway problem resolved and if anyone else has the same problem and reads this, hopefully it might help them out. ... View more

Pleased to report that everything went almost smoothly.  It could have been perfect if only my previous supplier had got things right.  Sky for whatever reason disconnected both my phone and broadband services at around 0615 this morning, which was extremely annoying to say the least. My phone service was reactivated by around lunchtime and the openreach engineer arrived early around 12.15.  All went well and he installed anew extention, to get the main socket next to the TV and it was all done in around 45 mins to an hour. So far everything seems good, although was a bit of noise on the line earlier, which I will keep an eye on, also the fibre has dropped a couple of times when the phone is connected.  I will see how it goes over the weekend and whether it settles down, if not I will ring up on Monday and I am sure it can be sorted in needs be. So to sum up, really pleased so far, great service and no complaints.  Keep up the good work! ... View more

It only seems to say I need a new line installed when enquiring about BT broadband, Plusnet are not indicating it.  When I went to Sky after our exchange was enabled, it did say something about sky taking over the phone and line and if I wanted to leave, I may need to have a new BT line installed.  I didn't really understand it at the time and don't know if I am honest. The only thing I can think of is if the new supplier has to buy the line back off sky or something like that.  I can't imagine for one minute that they would need to put a new line in, after all this line has had tesco BB, Orange BB, Plusnet BB and then Sky BB all going through it, so it can't be anything to do with the line, must be to do with Sky wanting the new supplier to buy it back I think. I am encouraged by some of the experiences you guys have had, though I have also read that some people still seem to be suffering these disconnections for no reason, which worries me a bit.  I rely on my bb heavily and can't afford to be without it if it goes wrong.  Being disabled it is a connection to the outside world sometimes and a means to getting shopping delivered.  so if I did lose it for a week or more like happened last time, it causes a lot of problems. I will keep reading and hope some other people can post some more positive switching stories. Another thing I was wondering about; If I do move to Fibre, it will be the essentials fibre package, if I then find it is not enough, can I just upgrade to the unlimited fibre without any charges and would that then reset the contract clock back to the start of the 18 months again? ... View more

That is certainly a reassuring story and good to hear.  Did you need to obtain a MAC code for the move?  When I looked at BT it said I needed a new line installed at no extra cost, PN doesn't mention that at all but it isn't clear whether or not I need to get a MAC code either?  I assume the new line thing that BT mention is something to do with moving to Sky, I seem to remember something at the time that to move from Sky would require a new BT line being installed. ... View more

When I moved to Plusnet from BT, I tried to get Sky broadband but because they hadn't enabled my exchange it was going to be Sky Broadband Connect at £17 a month, or £12 if I transferred the phone line over to them as well.  I thought about it but the horror stories surrounding the connect service really put me off, so I opted for Plusnet.  If it hadn't been for all the problems I would have stayed and they would have had all my custom but in a way I am glad they disconnected me and were like they were, as I am getting a much better and cheaper service now from Sky. ... View more

To try and answer some of the other questions regarding Sky; I was already a Sky subscriber, fortunately for me at the time I decided to take my custom elsewhere in July, Sky had just moved into my exchange (25/07).  As a Sky customer, you can have free broadband (everyday lite) as long you move your phone service at the same time. I moved my phone service to Sky, line rental of £11 a month and unlimited anytime calls for £5 a month, because I took anytime calls this gives me my unlimited broadband for £7.50 a month (without it is £12.50).  So it costs me £23.50 a month for the phone and broadband.  The broadband is at the fastest speed your line supports and is unlimited downloads.  I have to say that my experience after 6 months is, it does exactly what it says on the tin.  The speeds have been superb even at peak times.  It is great not having to wait until midnight to do your downloads and even better not to have to keep making sure you don't go over your monthly limit. I have no doubts at all that I made the right move, though I am not narrow minded enough to think that everyone who has Sky feels the same but I can only speak from my experience.  I think you can have standalone broadband but it is £15 a month.  You need to be in one of their enabled exchanges or you have to have connect, which I believe is a nightmare, from what I have read. For me it made sense as I already subscribe to Sky TV, for others it might not. :) ... View more

To be completely fair it is not quite as straightforward as you suggest Adam. I gave Plusnet every opportunity to explain exactly how and why my service could be disconnected, including numerous written communications.  You failed to be to tell me how it had happened,  You initially blamed my router and then tied me into a new contract in order to replace my supposed faulty router with a new one.  I had to fight to get that contract nullified once it was established that in fact I had been cut off and there was nothing wrong with my router.  If you take the time to read through the documented evidence on the threads I submitted and the detailed complaints I sent to you, you will I believe see things were not so black and white. Sadly the bottom line was that a satisfied customer that had no inclination to leave was lied to and  completely let down by a service provider whose customer service is widely reported on these forums to have gone right down since selling out to BT.  You left me with no confidence in you as a supplier and offered no reasonable explanations as to what had gone on in the first place. ... View more

Are you sure it is BT's fault????  I had a similar situation and after Plusnet blaming BT and every other man and his dog for 2 weeks.  Saying I needed a BT engineer and all sorts when all along, it turned out to be them throttling me back to 500k and even less........... ... View more

If Plusnet staff actualy listened to customers on the phone and got something done instead of issuing thinly veiled apologies all the time then people may choose not to leave.  I sympathise with the op here having had experiences myself where all you get is how sorry you are but the action you follow up with is garbage and red tape. ... View more

Plusnet like a lot of ISP's stretch the letter f the law as it were.  OFCOM states ISP's must provide a MAC code within 5 days, if OFCOM changed that to 10 days the ISP's would take 10 days.  It is in the ISP's interest to keep the customer waiting as long as it can as that means more money for them before you can leave. Plusnet may generate a MAC autmatically on the 5th day but we all know it can be done straightaway at the point of request.  I had to ring again on the 6th day to ask where mine was, as it hadn't been sent or apparently generated and it was then done straightaway while I was on the phone.  It took me 25 minutes to get through to cancellations and interestingly no attempt was made to retain my custom, not that I would have stayed after what Plusnet have done over the last 2 months but that is a different story! ... View more