Negative Plus.net experiences
Discussion
Now usually I praise Plus.net. They are usually very quick to respond and resolve problems but lately, things have changed.
I signed up an elderly neighbour to the service a while back. Plus.net eagerly took the order and said the ADSL connection would take place in 14 days and would notify me when it was active. About 10 days later I got an email stating the connection was active and they would begin to take payment. I went over to my neighbours house to configure her modem but there was no connection.
I went through the whole malarky of testing the line and checking the filter and buying another one to be sure until they finally agreed it was a BT problem. This however took 5 weeks....yes.....5 weeks to sort out!! During that time they continued to charge my neighbour for the service and refused to give a refund or credit. I was furious at this and it wasn't until after fighting with them for over a month and threatening them with all the consumer standards agencies and threatening them with legal action, they gave the refund. Disgraceful.
I was not a happy bunny with them. They lost a major amount of cred from me however I thought it was a one off until my old man decided to drop his second telephone line and switch his ADSL (with Plus.net), to the primary line in the house.
Easy thing to do you say? Wrong.
Plus.net agreed to do the work for about £60. OK, fair enough, but they disconnected the old line before the new line was up and running!!!! So now he's been without internet for 5 weeks and even though they've said his new line should have been connected 2 weeks ago, it hasn't.....and they still charging him for this "service".
To be honest I've had enough with Plus.net. I used to think they were the dogs b's but I guess like all companies, they outgrow themselves and become like the rest of the pack.
It's not just myself who's had these bad experiences. Just check out their member forums. It's littered with complaints and furious customers who've had very bad experiences with them.
Shame.
Anyhow, I thought since Plus.net is so highly commended by members here, people who are looking at another ISP or a new one would like to know it's not all picture perfect.
I signed up an elderly neighbour to the service a while back. Plus.net eagerly took the order and said the ADSL connection would take place in 14 days and would notify me when it was active. About 10 days later I got an email stating the connection was active and they would begin to take payment. I went over to my neighbours house to configure her modem but there was no connection.
I went through the whole malarky of testing the line and checking the filter and buying another one to be sure until they finally agreed it was a BT problem. This however took 5 weeks....yes.....5 weeks to sort out!! During that time they continued to charge my neighbour for the service and refused to give a refund or credit. I was furious at this and it wasn't until after fighting with them for over a month and threatening them with all the consumer standards agencies and threatening them with legal action, they gave the refund. Disgraceful.
I was not a happy bunny with them. They lost a major amount of cred from me however I thought it was a one off until my old man decided to drop his second telephone line and switch his ADSL (with Plus.net), to the primary line in the house.
Easy thing to do you say? Wrong.
Plus.net agreed to do the work for about £60. OK, fair enough, but they disconnected the old line before the new line was up and running!!!! So now he's been without internet for 5 weeks and even though they've said his new line should have been connected 2 weeks ago, it hasn't.....and they still charging him for this "service".
To be honest I've had enough with Plus.net. I used to think they were the dogs b's but I guess like all companies, they outgrow themselves and become like the rest of the pack.
It's not just myself who's had these bad experiences. Just check out their member forums. It's littered with complaints and furious customers who've had very bad experiences with them.
Shame.
Anyhow, I thought since Plus.net is so highly commended by members here, people who are looking at another ISP or a new one would like to know it's not all picture perfect.
agent006 said:
All the technical errors you mention are ones which BT are directly responsible for.
I agree with the BT line problems but.....
Plus.net has to initiate the deactivation of the line. Why did this deactivate the line BEFORE connecting the new one.
Additionally, why did Plus.net continue to charge for something they weren't delivering after we told them we had no service? Why did they refuse to credit us? Why did they refuse to return calls?
THAT is Plus.net's fault and THAT is what I'm upset about.
Fer said:
I had problems between Plus.net (force9) and BT, that had me without a connection for 2 weeks, whilst the two companies played finger pointing games and generally fuggered me about.
In the end it took some "serious talking" to get this resolved, but no refund was forth coming.
My plusnet connection has been down for 6 days now, I had about 3 hours worth yesterday so I know my router is OK.
I've been phoning everyday and they say it's with BT, we're waiting for a response.
I don't want this to drag on, what serious talking did you do fer ?
Well it's not all bad - every ISP has its share of dissatisfied customers and they tend to be vocal about it whereas the satisfied majority don't. I'm not defending any poor treatment that anyone's received, but plus.net have provided very good, trouble-free service to my family, and I've had the same experience since getting broadband myself.
Quick and easy set-up, activated before they said it would be, faultless service since, and I expect the majority of their customres would say the same. Don't let one bad experience put you off if everything else tells you they're good. People only use the support forums to complain and try to get their problems solved. I've never gone on to the plus.net support forums (or any other support forums for that matter) in order to post "No problems here, it's still working!"...
Just my experience with them...
Quick and easy set-up, activated before they said it would be, faultless service since, and I expect the majority of their customres would say the same. Don't let one bad experience put you off if everything else tells you they're good. People only use the support forums to complain and try to get their problems solved. I've never gone on to the plus.net support forums (or any other support forums for that matter) in order to post "No problems here, it's still working!"...
Just my experience with them...
Hilts said:
My plusnet connection has been down for 6 days now, I had about 3 hours worth yesterday so I know my router is OK.
Mine too...
Very frustrating. Have sent a support ticket (not answered) and every time I call they have a 20min+ waiting list. They've obviously done a big 
up somewhere... 
I've got problems at work at the mom with net access, we use Plus.net - they have been brilliant. The bas****s at BT are the ones who have caused the problem...
Some wise guy decided that we needed a PSTN cease issued on our lines 48 hrs after all we moved offices.
This cut off the broadband to here, plus.net were the only people to let me know this.
It has taken BT over 6 days to clear the line to enable the order for re-connection to be placed, I will hopefully be back on on the 21st...
BT are complete arses, and in this case plus.net have been brilliant.
Chris
Some wise guy decided that we needed a PSTN cease issued on our lines 48 hrs after all we moved offices.
This cut off the broadband to here, plus.net were the only people to let me know this.
It has taken BT over 6 days to clear the line to enable the order for re-connection to be placed, I will hopefully be back on on the 21st...
BT are complete arses, and in this case plus.net have been brilliant.
Chris
Without prejudice.
I used to use Plus.Net many years ago, just before they were launching their FRIACO 'unlimited' / 'unmetered' product. I left them because I found them lacking in their customer services. They changed their T&Cs in a way that affected me and also a friend I'd persuaded to sign up to them. When we complained they denied their T&Cs had changed and closed the 'ticket' and then denied us accessing those support tickets.
On the whole most people have very positive experiences with them. However, those who do not are usually in shock at the kind of service. In my opinion, they're a very litigious company, they can be heavy handed and I felt they weren't transparent enough.
Since leaving Plus.Net I've been with 2 other ISPs, my latest I've been with for about a couple of years on ADSL and have been very pleased aside from a couple of instances of downtime.
I used to use Plus.Net many years ago, just before they were launching their FRIACO 'unlimited' / 'unmetered' product. I left them because I found them lacking in their customer services. They changed their T&Cs in a way that affected me and also a friend I'd persuaded to sign up to them. When we complained they denied their T&Cs had changed and closed the 'ticket' and then denied us accessing those support tickets.
On the whole most people have very positive experiences with them. However, those who do not are usually in shock at the kind of service. In my opinion, they're a very litigious company, they can be heavy handed and I felt they weren't transparent enough.
Since leaving Plus.Net I've been with 2 other ISPs, my latest I've been with for about a couple of years on ADSL and have been very pleased aside from a couple of instances of downtime.
We run our entire group of companies on Plusnet services, they do all of our ISP functions including 16 seperate broadband accounts.
We've used them for 4 years and have never had a problem, other than one technical support chap not knowing a great deal.
I would, and do, recommend them very highly and am slightly concerned that people are experiencing problems.
Let's hope that they take heed and sort things out before they go the way of so many other ISP's
We've used them for 4 years and have never had a problem, other than one technical support chap not knowing a great deal.
I would, and do, recommend them very highly and am slightly concerned that people are experiencing problems.
Let's hope that they take heed and sort things out before they go the way of so many other ISP's
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