PlusNet broadband problems

I must agree totally with you. I have had perfect service from Metronet for many years, but when I tried to change to a better but less costly service from their owners, Plusnet, I was given a complete 'run around', with service calls taking - well I don't know how long to answer! I am on the phone waiting as I type this at 11.30 at night. I have been waiting for 20 minutes.Reading your comments, Mrs Qian, have convinced me that it is better for me to either accept the current situation and stay with Metronet, or to move to anotherice provider.

Could not agree more, only had plusnet for 2 days....failed...wireless signal is so week it will not work within 2ft....anyone ever been able to speak to a real person at plusnet...unless you are buying from them....!! rubbish of the highest order...i guess you get what you pay for..

Same here. Connection lost every few weeks. It goes down for a couple of days at a time. Plusnet always go through the same rigmarole (it must be my fault after all) then say they can't find a fault, it must be BT. But it comes back after a couple of days by itself, and never gets to the stage of being reported to BT, so nothing ever gets fixed. I think the ADSL technology is highly suspect. I would change to Virgin Media cable, but hear that their customer service reputation is among the worst.

plusnet are absolutely 100% total rubbish , I have 'suffered' their services and they need to be shut down by their owners BT, total crap

I've had a similar problem with my internet. We switched from Tiscali ( who had served relatively trouble free for over 10 years, but recently have had billing problems with them) to Virgin on Monday 10th August. All worked well untill 8pm on Saturday 15th August, since when we have had no internet service at all. I feel like I am banging my head against a brick wall with this. Virgin say they have investigated their end and all ok so fault is with BT line. BT say line is ok...we use it as our main telephone line and it does indeed seem to be working. I feel I am between a rock and a hard place. Surely Virgin have broken their terms of agreement as they are not/unable to provide the service they are being paid for??? Can anyone else advise please??

I too have problems with Plus Net, I dis continued service after incurring a huge £192 to move my account when I moved then when I moved again I cancelled the service completely, they did not acknowledge my letter until 4 weeks later which came demanding £148.09 which they claim I owe. There was no activity in the last month of the contract, they want to charge £20 disconnection and £50 for a router thats worth £2 and is 16 months old.....avoid like the plague great sales team but your lucky if you get anyone who speaks english or fixes problems thereafter

Zen internet are the only ones worth using. Great customer service as they are a small company, and we've never had any problems - I would recommend them to everyone!

I've been using PlusNet for a while now and I keep noticing how the internet speed slows down to a practical halt during the peak hours (when I actually want to use it), and going fairly fast during off-peak times. It's getting really annoying and I want to switch providers to someone who can give me an adamant connection speed.

I have been using Tiscali for 5 years now and found thier service to be great. They have
always responded via internet and phone with any help I needed.. Any problems that I have had
have been related to the BT phone line at the local exchange.

Hi,

I know the anxiety / frustration you are experiencing. Plusnet are however one of the better broadband providers. If the fault lies with BT, it will make no difference who you go too as they all use the same underlying BT wholesale products. At least you get to speak to someone you can understand! It is only when you deal with REALLY BAD service departments like Tiscali that you get to understand what truly horrific service really means.

Hope your braodband gets fixed soon.

I had big problems with Plusnet in 2006 mainly because my connection kept on cutting out and then the promise of up to 8mb - when we were barely getting 2mb. After several weeks of phoning and trying to get through (incidentally after experimenting I found that 7am was the best time!!) I gave up and tried to cancel my account. I sent a couple of letters (registered) got no reply so could not migrate. In the end I just cancelled the DD with bank and went with BT on a different phone line. Having said that the speed is now no better but at least I get straight through to there Customer Service dept. I beleive that all the sales talk about amazing speed is a big con and am suprised that there is no regulatory body.

I have been a Plus Net customer for over 4 years and have found their service to be generally satisfactory. However what does annoy me greatly is the fact that they are advertising an "Up to 8MB" connection and only providing at the present time a connection which is capable of downloading at a rate of between 450 - 700 kbps.

The reason for this is that our BT telephone line has an IP Profile of only 750 kbps as we are located approximately some three miles from the exchange. Plus Net is in fact owned by BT and is therefore a subsidiary Company. Consequently I feel that it is unfair that in many speed issues Plus Net blames BT and vice versa. It is surely up to BT to improve their telephone lines by investing some of their vast profits in the infrastructure so that everyone can benefit.

It would be a much fairer policy if customers were charged according to their IP Profile as opposed to the blanket charges being made for speeds which cannot possibly equalled as they are capped by the IP Profile allotted to each telephone line.