About killie89

killie89 · ‎05-07-2010

Thanks Adam for your goodwill gesture of an extra free month. My main complaint of the customer support and technical teams was the complete lack of information that they were able to give me about my fault or any progress that was being made. Also sometimes the information I was given was completly wrong. For instance I was told that I would get an update after 72 hours, and then when I phoned up on the Sunday I was told that weekends don't count, even although on the Saturday I was told that I would get an update next day. (There was never any mention of "working days" during the many calls I had made during the time I was totally disconnected) Even with my first complaint I wasn't treated well over the phone when I was effectivly told tough luck when someone had forgot to place my free months on my account, it was yourself who sorted this out for me. All in all I think the phone staff are either not trained in the product or they do not have the authority to make decisions or chase things up.

killie89 · ‎05-07-2010

After various problems not least 6 days with no internet at all, I am back up and running. Customer service over this period has been pretty poor except from Adam Walker on these forums who always seems to get things moving. My only complaint now is that over the peice I was without broadband for 6 days and before that I had 10 days where the DSL disconnected about every 20 mins. I have only been offered 2 weeks free as compensation (This hardley covers the cost of all the calls I have made to Plusnet) but as I stated on the ticket I will accept whatever compensation Plusnet think is warrented as the thought of phoning up again to complain just keeps things going. So I hope that for the rest of my 12 month contract I can enjoy the broadband connection as advertised and who knows I may even stay on.

killie89 · ‎27-06-2010

Can it get any worse? you bet it can! When I phoned for an update at 5:00pm today (74 hours after escalation) I am now being told that weekends do not count as part of the 72 hours! Even although when I phoned on Saturday I was told that by 2:30pm on the Sunday I would have an update. I now need to wait until Tuesday afternoon for an update. I just do not believe a word that Plusnet are telling me now. I have now decided to cancel, but would you believe it you can only get a MAC code Monday - Friday and when I asked to speak to a supervisor to complain about the whole affair I was told that somebody would ring me back toight. but alas yet another broken Plusnet promise as the phone stays silent. Plusnet staff are free to reply but please, no lies, no comments about how sorry you are and don't even mention that under the terms and conditions ........

killie89 · ‎27-06-2010

I have had Plusnet broadband for two month now (well actually I have no service at the moment) and it has been one disaster after another, I wish I had never heard of this company. Two weeks ago I reported a fault with my broadband as it was very slow sometimes as low as 200bps and my DSL connection would also reset quite frequently, which is not good when you are playing on Xbox live. I was told to plug the router into the master socket so that checks could be done on my line. After that things were not really any better as the low speed and disconnections continued. After ten days I lost DSL connecton totally and for the past five days I have had no service at all. I have contacted Plusnet who tell me that the fault has been escalated to BT wholesale and that it will be 72 hours before they get any feedback, I have asked if they can hurry things up but they can't. Later today my 72 hours will be up (it's actually 96 hours but for the first 24 hours Plusnet were looking at the fault before passing it on to BT, I can't figure out why it took 24 hours to escalate this) but I do not think I will get any other news than just "there is still a fault, we are looking into it" If I had a problem with my phone BT would not take over five days to fix a totally dead line in my opinion. My problem of course is that if I leave Plusnet within my 12 month contract I have to pay £80.00 even although I am not getting the service I am paying for (well actually due to the continual problems I have had I'm not having to pay for the first four months). So I am now in a position where I have reported a fault two weeks ago and instead of fixing it the fault is actually worse, and my only option is to wait! In my opinion the service for Plusnet is very poor and they keep hiding behind the small print, which basically says they can charge you £11.49 a month but you are not guaranteed a service! I am expecting a phone call from Plusnet at 2:30pm today with an update, I will post the outcome later. (well when I can get onto a borrowed PC)

killie89 · ‎03-06-2010

Adam, Or somebody else. Can you have a look at this for me, as I've made a payment on the 26th May and there has been no refund yet. I do not want to phone up and get the same responce as the last time.

killie89 · ‎24-05-2010

Thanks for the prompt reply after the weekend Adam. Why could the telephone operator not do this though, instead of basically saying "tough luck it looks like someone forgot to apply this so there is nothing that can be done". This forum seems to be the best place to get problems resolved and it seems to provide a prompt service outside the weekend. I just wish the telephone operators had or were able to apply some common sense. Still credit where credits due, thanks again.

killie89 · ‎22-05-2010

With all my previous complaints about the speed I was getting with Plusnet I was offered a refund on my first months payment and the next 3 months free. Now I've got an email saying that my direct debit will be taken off on the 26th May. I have phoned up today and been told that there are no notes on my account and that nothing can be done!! I was then offered 2 months free! This is a farse I would not trust a thing any mebmer of staff from Plusnet says. Stay away please!!!!!!!! jim:red Avoidance of swear filter removed from title as per forum rules mod:end

killie89 · ‎11-05-2010

Speed up to 1.5Mb now. not as good as Orange but better than 1MB. Just wish BT would upgrade my line as I don't live that far from the exchange. Been informed that I will get 3 months free and my original payment refunded. Although form the advert on the home page all new members get 4 months free anyway. Plusnet could turn out OK, but just wish I hadn't been promised a 2MB connection by the sales team.

killie89 · ‎07-05-2010

I got this info from the link supplied by bowsertoad. http://www.kitz.co.uk/adsl/adslchecker.php Exchange Information Exchange: Kilmarnock BT Code: WSKIL Location: Langlands Brae, KA1 2AQ Distance:- Direct: 2.5 km (appx)* By Road: 4.18 km Status ADSL enabled: September 30, 2001 DSL Max enabled: November 30, 2005 SDSL enabled : Enabled 21CN due : (PSTN) No Info 21CN WBC (Broadband) Enabled 21.03.09 Broadband Access† Market 3 Available ISPs Although your exchange is BT owned, this does not limit you to just BT Broadband and a vast range of ISPs are able to supply you with adsl. Available ISPs are too numerous to list, but some examples would be: Zen, Plusnet, IDNet, Enta, etc BT Line Speed Estimation Fixed ADSL: 1024 kbps (1 Mb) DSL Max: 1000 kbps (1 Mb) 21CN WBC : 1500 kbps (1.5 Mb) Important: The above figures are obtained from the BTw database, which is often conservative. DSLmax speeds are best guess based on the surrounding area and cannot take into effect individual line conditions which may effect the result such as the type of equipment you use or other issues which may affect the Signal to Noise Ratio. If you already have adsl then you may be interested in Max dsl speed calculator which may give a better indication of your lines capability. RAG Test Results Fixed: Long line green for 1Mbps, Red for 2Mbps radsl: 512Kbps and 256Kbps available MAX: ADSL Max is available TPON: No info in database Check: The check identified another service on your line which may prevent you from ordering a new ADSL connection. Examples are : Existing adsl connection, DACs, LLU, TPON etc ________________________________________ adsl 1 linecode : AGEC dslmax linecode: AEGEGEC Explanation of RAG codes. My problem with this is not the speed I am recieving but raher why was I decieved into thinking I cound get 2.5MB by the test page on the plusnet site, and by the salesman. I have been missold a service and should be able to cancel at no cost to myself.

killie89 · ‎06-05-2010

I have been with plusnet for 2 weeks now and phoned today to cancel, I was told I would have to pay £80 to cancel my contract. £40 for the connection charge and £40 for the router. Both payments are payable if you cancel within 12 months. I dispute that my contract is binding due to my speed being 0.9MB when I was told it would be 2MB. Even the plusnet checker where you enter your phone number and postcode comes back with a speed of "about 2.5MB". So they are saying that 2.5MB was not promised and I have to accept that 0.9MB is my speed. My last provider (Orange) gave me 2MB but apparently they have their own equipment installed at the exchange. I can't watch BBC iplayer now and other streaming media also pauses. You really only get what you pay for I wish I had never listened to the plusnet salesman! This has to be the worst ISP on the planet. (sadly it probably won't be) I am probably going to have to pay £80 to get out of this contract as it's totally useless. Rant over. ps anybody want to buy a second hand plusnet router, good door stop!!

killie89 · ‎05-05-2010

I have no idea what LLU stands for but I was told I would get 2MB speed and to some how try and hide behind technical jargon is not on. It's good that my speed will be upped but it seems to me that you are trying it on and if I complain I get a fix. Not a good service so far.

killie89 · ‎05-05-2010

When the Plusnet salesman phoned me offering me the earth he made me out to be a fool if I did not sign up. Now I am a fool for signing up! After 2 weeks with Plusnet here are my findings. Previous ISP (ORANGE) Speed - 2MB Router - Wireless Cost - £12.99 per month Download allowance - No limit Customer service - Based in India for tech and basically rubbish, no understanding of problems. Plusnet Speed - 1MB (Phoned today and was told it will be put to 2MB, funny that I have to phone to complain though) Router - Wireless, but stopped working 2 days ago, phoned up and getting replacement sent out in 3 working days. Having to use a borrowed one for now. (using an old eTEC one and wireless reception is 5 bars as opposed to 2 with Thomson, will see what new one like) Cost - £5.99 per month (needing to upgrage as using more than the 10GB limit, I had no idea of how much I was using as I was previously unlimited. So will have to pay extra £5 per 5GB until account been running for a month before it can be changed) Download limit - 10GB, not really a lot when you surf and game, no downloads except updates. Customer service - Based in UK and quite helpful but should not have had to contact them if all had been as promised. All in all I am having a few teething problems which if sorted out should leave me with a decent service but I am dubious at present.

Re: All back to normal

All back to normal

Re: Award winning broadband - YOUR HAVIN A LAUGH

Award winning broadband - YOUR HAVIN A LAUGH

Re: Lying beggars

Re: Lying beggars

Lying beggars

Re: £80 to cancel

Re: £80 to cancel

£80 to cancel

Re: I'm the fool

I'm the fool