PlusNet broadband problems

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.

is that adsl is a rubbish service and does not work as bt new from the start and was supposed to work on only one wire and having a dacs on the line will cause it to drop out 4 5 times a day also having the old phone lines with the bell wire will drop the line out also check the exchange bandwidth limits as they only alow 5mb +

If you are interested in what PlusNet is, please look at the following web page: http://www.ispreview.co.uk/talk/forumdisplay.php?f=61

Similar bad experiences. I was left for 2 months without internet service, which Plusnet restored only after I sent them a 14 days notice before I take legal action. According to the Supply of Goods and Services Act 1982, they are required as a supplier of a service to carry out their service with reasonable care and skill and any problems should be solved within reasonable time. If anyone has experienced similar problems, try to speak to a legal expert at Consumer Direct (http://www.consumerdirect.gov.uk); they are very helpful. I would not recommend Plusnet to anyone.

moved house in sep 06 , requested a house well in time of the moving date and PlusNet said that the phone line would be connected on 22nd ( 2 days after moving) , fast forward to beginning of November , still no phone line - no internet , nothing but a very large mobile bill! , in the meantime thay had taken £48 out of the bank account ( fraud , isn't it taking money without giving a service?) so I cancelled my DD and yes you guessed it they have sent me a bill for £105 , for what I have had no service from them since 20th sep, so they have sent me a letter from CCN a debt managment place , so I told them I was not going to pay and I will see them in court , I will send back their crappy modem which only worked like PlusNet , when it felt like it !!

I have been a Plusnet customer for a couple of years - the service has always been excellent. Recently there havew been some email issues - I rang the customer service line (clearly stated on the website) at 5:30pm and after a couple of "press one for ..", the phone was answered in two rings by a very helpful and knowledgable chap who understood and fixed my problem. I have had cause to deal with Plusnet customer service only twice in two years and it has always been a positive and refreshing experience compared to Tiscali or British Gas.

sue them for violating their own terms and conditions in the Small Claims Court!

My case is exactly similar to Mrs. Qian. My Broadband died last week and ever since I have desperately tried to reach plusnet support. it is next to impossible to reach them. Will not recommend anybody to join plusnet again...better pay more and be with BT ( if ADSL is the only option ) is the lesson I have learnt so far. - Unhappy Plusnet Customer.

I need help with a problem with PluNet I have been with them for 16 months and for the 3rd time this year ALL of my emails have disappeared. I asked about terminating my contract when it happened in the summer but it seemed too complicated and they insisted I pay THEM money. After the 3rd occassion and the fact I missed out on a job interview I decided enough was enough and cancelled my subscription with immediate effect. I contacted the sales team and was told by a very friendly advisor that this had to be done online but I had a very good case for them to answer as she agreed this was unacceptable. I did this and cancelled my direct debit. As I do not have a credit card my parents let me use theirs as a one off to pay the bill a few months ago, I did not realise that Plus net kept and could use these details again without asking. I contacted them a few days ago when I noticed my parents card was listed as secondary payment, and told them that I did not have permission to use this card and it could not be charged but unfortunatly they charged the card today, which has resulted in a bank charge. They are demanding that I pay them another £80 to terminate my contract as they are insisting that email is a free service and not covered under there T&Cs. I am now in a position where I am going to be out of pocket and they are accepting no blame. I tried to contact the customer service team and this time they were not helpful or polite. I am desperate for any advice anyone can give me!