PlusNet broadband problems

Been with Plusnet since 2007, have an iMac. Used to be a good service, and they understood Macs as well. which meant most of our local Mac users signed up with them. But this year I've been having problems since May; a little window comes up asking me to re-set my router, which I only tried once as it didn't help. I could usually get connection again in 10 mins or so.
But this month, August, I've had horrendously interrupted connection, worse than my old Dial-up on an 10yr old computer! Been unable to even send Emails for much of the time. Found that Plusnet operatives no longer understand about Macs. They don't even understand their own services, and often they contradict each other's advice. At my 3rd complaint, last weekend, I got told to go out and buy a new microfilter, which I refused to do. Actually that day BT was fixing our local exchange(Swanage), which they hadn't even warned Plusnet about. Eventually a manager called back and promised me compensation for the disrupted service this August, but she wanted to see how BT got on first. Since then, I've heard nothing from Plusnet. I'm not optimistic of success, when I read the horrendous posts here on your site!

I have had the same problem but worse, and been charged huge bills, trying to sort the matter out has proved virtually impossible, I am out of pocket had interupted service, find it impossible to find anyone to help me, can you advise?

weel guys and girlks sorry you have had probs with plusnet as I have been with them for other a year and its the best connection ive ever had runs at 6 meg all the time never disconnects and compared to my last 3 other broadband compsnys ive been with plusnet come out tops every timebut the customer service does suck badly you cant understand them whats happened to all english workers none can speak english good and the 0845 numbers are a total rob why should you pay to phone them about a fault at there end

I've had a very similar - and equally appalling - service from PlusNet. Probably the worst customer service experience of my entire life... which these days is really saying something.

What really annoyed me the most - besides the connection fee, the incredibly slow speed and the ridiculously rude customer service team - was their website. Supposedly easy to use; the thing is a maze of sections and buttons and forums and ticket systems and fault query protocols. Considering what a basic premise the internet is, the convoluted and (deliberately I think) confusing customer website is frankly unbelievable. Especially when you consider that it's 2010 and these companies have been operating the same basic services for many years now. The only conclusion I could reach was that they have made the website so deliberately complicated in order to make you phone their 'Help' lines... which are obviously ALL 0845 numbers.

This all starts to make a little more sense when you come to find out that PlusNet is actually owned by BT. It explains why the customer services team have you on hold for 35 minutes (no exaggeration) and why all their numbers are 0845... this brings in a huge revenue for BT, obviously.

I'm so annoyed with myself for not doing more research into this terrible company before I signed up. I've had such bad experiences with BT in the past, such an old and useless company, stuck in the past and still treating customers like turd. I'm so annoyed with OFCOM for allowing a company like BT to re-brand it's crappy products under a new name and ship them out as PlusNet... how is this not against the rules that OFCOM are supposedly there to uphold?

So angry. Thanks for whoever owns this blog - I just found it by typing the words: "avoid plusnet like the plague" into Google.

Following on from yesterdays post, I have called the Plusnet Cancellation Team today to ascertain why they ceased my line. I spoke to the representative who ceased my line and he claims that is what I wanted. Why the hell would I want to cease the line and make it even more difficult to get access to broadband by not using the MAC code? I asked to speak to the representative's manager and I then phoned again and spoke to someone else and quite frankly Plusnet do not care. The guy covered his colleague saying "oh very sorry there appears to have been confusion blah blah...".

After having another pointless conversation with Plusnet, I have contacted Ofcom and explained the situation. Ofcom are going to lean on someone senior at Plusnet, so I should get a call in the next five days. Either way though, I am still without broadband for longer than anticipated, and I believe that the customer representative at Plusnet may have done this out of spite because I made it clear in no uncertain terms that I wanted to leave Plusnet.

So... despite explaining again to Plusnet that I have mobility issues and work from home and require a stable broadband connection. Their customer representative has viciously ensured that I will be unable to access broadband for even longer than necessary because I made it very clear I wasn't going to remain a customer and wanted to move suppliers (all of which I had one five days before anyway),
but allegedly the guy may not have checked my file.

DO NOT USE PLUSNET

I originally had ADSL1 with Plusnet and was a previous customer and had been happy with their service. In May 2010 I upgraded to ADSL 2 as I was a heavy user, and as soon as the switch happened, I experienced connection problems. I was without broadband for seven days, and then magically it worked again for seven days before disconnecting again. Plusnet technical dept. informed me that it would take 48 hours to find out what the problem was, they refused to send out an engineer. Now I am partially disabled (lower limb issues) and work predominantly from home. I cancelled the service and they charged me £80.00 cancellation fee and took another five days to send a MAC code.

With my new Mac code I went to my new BB provider, only to find out today that Plusnet have disconnected my current broadband (removed the tag) even though the MAC code is supposed to prevent any disconnection issues. As a result of this, my new broadband is going to take another week, so all in all I’ve been without broadband for nearly a month. Plusnet customer service is very sorry, but maybe the Mac code was faulty/incorrect, or it could be a whole host of other reasons.

Don’t use Plusnet, the company has no soul and is ethically unsound.

same problem new to plus net .cant deliver gone back to virgin waiting for them to chase a unreasonable bill ..their departments dont comunicate within.
you get what u pay 4 . not a lot

avoid plusnet like the plague, just cost a bt line installion fee. could not sort b/band despite hours on fone .now want cancellation fee of £50 and £40 for a rubbish thompson router. gone back to virgin cable. they have customer service problems to but at least they can deliver.
PLUSNET is rubbish,you get what u pay for I guess

I have had consistantly slow internet speeds for over 6 weeks.I cannot get music u tube or download videos. I am paying £11.99 monthly and only getting very slow broadband. After numerous phone calls and emails. I want out. How do I do it?

@paul - I believe your statement "I believe your statement "they are nothing but scammers; they have software that disconnect customers from the internet and lie to customers" has no basis in reality whatsoever." has no basis in reality whatsoever.

you clearly believe in magic, paul.

@paqize - I believe your statement "they are nothing but scammers; they have software that disconnect customers from the internet and lie to customers" has no basis in reality whatsoever.

I just paid £25 to join plusnet thinking I was going to get 4 months of free internet and what I am getting is disconnected from the network within the second! they are nothing but scammers; they have software that disconnect customers from the internet and lie to customers, saying there is something wrong with your line or equipment and when you check your line and use different equipment they say we will investigate and do nothing.

i think, if everyone who has been treated unfair by plusnet should complain here: http://www.plus.net/support/customer_service/contact_us/code_of_practice.shtml#12

the more people complain the better so please help eachother people.