What is painfully obvious to watchers of Plusnet's Community forums is that there are a lot of people with problems and that the length of time they are waiting for a response is way beyond what is acceptable. Although Plusnet have said they are recruiting more agents it's obvious that they are not up to speed and worse, a lot of duff responses are happening (again seen from many posts on the forums). Time and again we see the Digital Care team saying they will be feeding back to the CSC agents/team managers.
A couple of examples from today of the sort of thing that is happening:
A user was having problems with very slow browsing although speed tests were fine. Saturday it died totally and they have no connection whatsoever. Tuesday he had this response from Plusnet
From looking at our records it's clear to me that reason you have had a decrease in speed is because your connection keeps dropping out. BT's Dynamic Line Management (DLM) will reduce your speed automatically to try get a more stable connection. The only way to get back to a "normal" speed is to stay connected for at least 72 hours without any drop outs.His connection is still totally dead and he's had no further responses.
Another user is moving their phone to Plusnet from TalkTalk. TalkTalk had the line terminated and they can't get any answer from Plusnet as to when it will be reconnected - even though they have posted to say
If anyone can chivvy my order along please I'd be grateful, as I have a wheelchair user in the house and need to have a working phone line.
No doubt someone will go and find these two examples and get them moving as a result of this post - at the expense of the hundreds of others who's problem investigation will be delayed as a result.
So until Plusnet get support sorted out my advice is to steer clear. If everything goes well it's great, but if anything goes wrong expect to feel like a mushroom (kept in the dark with **** being thrown at you).
Plusnet user since November 2001