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Standard User sneekyhen
(newbie) Tue 12-Jun-18 16:59:56
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Plusnet


[link to this post]
 
Hi , decided to post here to highlight problems with Plusnet forums becoming public .
Some here know me from the forum i used my normal name , i have been a contributor on the forum for more than 8 years , i got banned for highlighting the fact they had a forum troll and the Mods took no action ! This troll had 3 accounts on the forum which he used to intimidate members .
Since i was banned all reference to him has been removed from the forum there is a big thread here ,/ Community feedback / fancy banning rongtw Now locked because JonoH community manager , says he has given enough information ?

They have also banned my wifes account for the forum , Plusnet were warned about making the forum public , so now i am denied access to a route to support because of this reason , it a sad day when plusnet customers are denied use of the forum.
Thanks for reading

Ron
Standard User jelv
(knowledge is power) Tue 12-Jun-18 19:04:38
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
It is a definite return to the Plusnet bad old days.

I didn't see the exchanges that led to the ban, but from what I've read it was the sort of thing that in the past has led to a one month ban or similar. This time Plusnet have imposed a permanent ban.

Whilst being a loyal Plusnet user for many years and helping many other users on the Plusnet forums, sneekyhen has consistently called them out for their failures, such as the new accounts system which they've been promising 'soon' for around 10 years, their failure so solve the performance issues on their mail platform which has been going on for a couple of years, their failure to move forward with IPv6 in spite of having run a pretty successful trial a few years ago, their failure to support security on mail connections in and out and, above all, their failure to adequately staff their support centre with enough properly trained agents to keep time users have to wait on the support phone line to an acceptable level.

Co-incidence that a far harsher ban than previously given for lessor offences is given out to someone who has been a thorn in their side? I think not!

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8

Edited by jelv (Tue 12-Jun-18 19:05:28)

Standard User sneekyhen
(newbie) Wed 13-Jun-18 07:40:18
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Re: Plusnet


[re: jelv] [link to this post]
 
@Jelv
Yes the more i think about it there is more to this than meets the eye , Especially as i always highlighted their failings when new customers posted with problems , especially on the billing side as i kept linking the fact that the got fined for overcharging after had left Plusnet , hence their Fine .
Even though the state it wont happen again ,, It has several times


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ISP Representative JonoH
(isp) Wed 13-Jun-18 09:31:26
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Re: Plusnet


[re: jelv] [link to this post]
 
Hi Ron,

I'm not a big fan of airing dirty washing in public but I find your inaccurate, one sided postings a little unfair and so I'll do my best to answer some of your points here but this will be the last time I respond.

Firstly, we absolutely never wanted to ban anyone, least of all someone who's been a customer for so long, the thread you link suggests that we treated you unfairly but I maintain that by holding everyone equally under the rules regardless of their status as a customer is the only way you can be fair.

i got banned for highlighting the fact they had a forum troll and the Mods took no action !

That's not why you got banned, As we've told you in the notification of you ban, in your appeal to me, on social media and via our official complaints process. You were banned for creating multiple forum accounts and that's a breach of our forum rules. You breached these rules whilst serving a temporary ban for a breach of the rules leaving us little choice but to ban you permanently.

As for the member that you're referring we have taken action against that user and their multiple accounts.

there is a big thread here ,/Community feedback / fancy banning rongtw Now locked because JonoH community manager , says he has given enough information ?

I have all the information that I require between that thread, the forum logs and your own email to me to conclude that the ban should remain.

I didn't see the exchanges that led to the ban, but from what I've read it was the sort of thing that in the past has led to a one month ban or similar. This time Plusnet have imposed a permanent ban.

It's absolutely not about what the user said, that action got him a temporary ban. Whilst serving that ban multiple new accounts we're set up to continue to access the forum. That is what pushed us to ban permanently.

Co-incidence that a far harsher ban than previously given for lessor offences is given out to someone who has been a thorn in their side? I think no


*Looks for tin hat*

Our Moderators are independent and do not answer to me or anyone else at Plusnet. I didn't tell them to ban this user nor treat him unfairly and I don't think they'd do so on my say so anyway.

Also If we were to ban every user that called us out for problems we'd have very few forum users, you yourself Jelv have repeatedly linked across multiple threads to multiple users to a post that highlights some of the reasons you left, you also advertise products by other customers. We've made no move to silence you, ban your account or change your signature at all and that is because we believe that the forums should be a place where peoplecan come and express their opinions freely as long as they're within the rules and especially as long as they're respectful to others.

Jono H
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User sneekyhen
(newbie) Wed 13-Jun-18 10:39:55
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Re: Plusnet


[re: JonoH] [link to this post]
 
JonoH , i do appreciate you taking the time to come and explain your side of this problem .

But i must say that you do not have the Emails of support for me from forum members , and this is not about dirty washing , this is about Plusnets treatment of customers .

Everyone is entitled to their own view thing is you are constrained by Company policy .

But despite what is said like i mentioned to you in my Email , If the mods had taken action against the troll when they were Notified to Mods by several members several times by myself , If he was removed as requested I would NOT be here neither would you

Thanks
Ron

Edited by sneekyhen (Wed 13-Jun-18 10:42:29)

Standard User ian72
(eat-sleep-adslguide) Wed 13-Jun-18 10:46:30
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
So did you create multiple accounts whilst already serving a temporary ban?
Standard User sneekyhen
(newbie) Wed 13-Jun-18 12:22:40
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Re: Plusnet


[re: ian72] [link to this post]
 
Hi Ian72 i made One in my wifes name for her , and my son made one via his moblie . so they could watch if the troll had been banned , as it happens all his post now removed ? so no proof he existed frown
But the main point is the Troll had 3 accounts and no doubt he will have another , i have been there 9 years and i was informed from other members who had been banned how to circumvent the ban so it obviously is common practice .
and if i was so inclined i could access the forum again , but why bother

On one of PN email to me they stated The forum is not a recognized support access ?
But their Facebook page tells you to look there for answers ?

Edited by sneekyhen (Wed 13-Jun-18 12:24:22)

Standard User sneekyhen
(newbie) Wed 13-Jun-18 13:28:26
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
I would like to make it clear to all , i have not posted here to slate Plusnet , despite the reply from Jono PN staff suggesting the ban was because i accessed the forum during a ban .
Maybe i did maybe others did it on my behalf but that's the nature of a Public forum !

As i said The original ban was because i highlighted a obvious troll , and no action was taken !!!
What happened to get the 7 day ban Occurred was because the lack of lack action by Mods and PN staff
if action had been taken and he was removed no one would have been banned to cause this
Standard User ian72
(eat-sleep-adslguide) Wed 13-Jun-18 14:39:46
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
But presumably you did something when they didn't action your complaint? I am assuming you didn't just leave it to them and suddenly get banned? So what reasoning did Plusnet have for banning you for the original 7 days?
Standard User robertcrowther
(committed) Wed 13-Jun-18 14:41:23
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
Having been a moderator for other sites I know how difficult a job it can be. I also know that people do make multiple accounts for the sole purpose of trolling other users.

The best thing to do in that situation is to just ignore the troll and don't react. The mods will then see that it's just one person causing trouble and deal with it. If on the other hand you keep reacting to it then often the mod will take the action of banning or suspending both parties.

Often trolls will take advantage of people they know will react to things and deliberately post something they know will get a reaction.
Standard User sneekyhen
(newbie) Wed 13-Jun-18 14:53:00
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Re: Plusnet


[re: robertcrowther] [link to this post]
 
Hi robertcrowther , yes i got the original ban for posting a DO NOT FEED TROLLS picture , No text just picture , and the thread now has been removed .
I only posted the picture because the Mods and staff were obviously ignoring what was highlighted to them , i will not post his name but another member sent me a PM stating he was worried that he may not be all that he seams ,as he was attacking posters who showed PN failings and used his second account to check what was said while he was invisible on the forum and by whom

Ps all this would not have happened if Plusnet had left it a customer only portal
ISP Representative JonoH
(isp) Wed 13-Jun-18 15:18:37
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
I wasn't going to reply again but frankly this has gotten ridiculous.
another member sent me a PM stating he was worried that he may not be all that he seams ,as he was attacking posters who showed PN failings

It seems here that you're suggesting that Plusnet created several forum accounts to "troll" you because you posted about some issues you've had with Plusnet? why would we bother hosting a forum if that was our intent? wouldn't it be easier to simply close it?

If I'd have known my tin foil hat was going to get so much use I'd have bought a nicer one laugh

You seem to blame the moderation team for not acting in the manor that you wish they would regarding another user (even though you have no idea what it is they've done) and now you're blaming the fact that we allow people who aren't customers to join the forum, all of this is irrelevant as it seems to me that there is only one person responsible for your ban and that's you, you are responsible for your own actions and your adherence or lack thereof to the rules.

Jono H
Plusnet
Plusnet Community Manager

Edited by JonoH (Wed 13-Jun-18 15:23:01)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User sneekyhen
(newbie) Wed 13-Jun-18 15:36:28
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Re: Plusnet


[re: JonoH] [link to this post]
 
And where did i say Plusnet created a troll ?
This is not here to create a argument with a PN staff , this is the ISP Unhappiness board
And i am unhappy with the way PN handled this , so i can share my experience with people as has been done before on multiple boards , thats why they exist
Standard User broadband66
(knowledge is power) Wed 13-Jun-18 16:08:26
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
" Especially as i always highlighted their failings when new customers posted with problems , especially on the billing side"

If you'd posted every time someone complained then it might have got a bit tiresome.

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User Chippy_Tea_
(committed) Wed 13-Jun-18 16:27:52
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Re: Plusnet


[re: JonoH] [link to this post]
 
In reply to a post by JonoH:
If I'd have known my tin foil hat was going to get so much use I'd have bought a nicer one laugh


This is the second time you have mentioned a tin foil hat is belittling customers the way Plusnet representatives deal with complaints?

.

Edited by Chippy_Tea_ (Wed 13-Jun-18 16:29:03)

ISP Representative JonoH
(isp) Wed 13-Jun-18 16:40:00
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Re: Plusnet


[re: Chippy_Tea_] [link to this post]
 
No, and I'm truly sorry if that's how it's come across as that was not my intent.
I was attempting (unsuccessfully it seems) to inject some levity and highlight the ridiculousness of the situation where it's insinuated that we'd ban people just because they're negative on our support forums.

I welcome everyone to take a look (it's already been pointed out that we don't restrict the boards to customers) and decide for themselves if those who post negative things get banned.

Jono H
Plusnet
Plusnet Community Manager

Edited by JonoH (Wed 13-Jun-18 16:43:23)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User ian72
(eat-sleep-adslguide) Wed 13-Jun-18 16:57:15
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
So, you broke their rules and got a temporary ban and then broke the rules which resulted in a permanent ban. It is irrelevant how they handled the other poster - just because someone else breaks the rules and gets away with it doesn't give another member of the forum the leeway to break the rules as well. You may consider the permanent ban to be harsh but you do appear to admit you did break the rules and justify it because of inaction by PlusNet.
Standard User Chippy_Tea_
(committed) Wed 13-Jun-18 17:06:33
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Re: Plusnet


[re: JonoH] [link to this post]
 
In reply to a post by JonoH:
No, and I'm truly sorry if that's how it's come across as that was not my intent.
I was attempting (unsuccessfully it seems) to inject some levity and highlight the ridiculousness of the situation where it's insinuated that we'd ban people just because they're negative on our support forums.

I welcome everyone to take a look (it's already been pointed out that we don't restrict the boards to customers) and decide for themselves if those who post negative things get banned.


Thanks for replying, you banned him for setting up multiple accounts which is against the rules so he has no argument but under the circumstances is a permanent ban not a little harsh?

.
Standard User wowitsme
(newbie) Wed 13-Jun-18 17:48:36
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Re: Plusnet


[re: Chippy_Tea_] [link to this post]
 
A perm ban is pretty low for a highly respected member of the community forums.

Edited by wowitsme (Wed 13-Jun-18 18:18:51)

Standard User 23Prince
(fountain of knowledge) Wed 13-Jun-18 18:28:36
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Re: Plusnet


[re: wowitsme] [link to this post]
 
You think they care? long gone are the days where people cared there - just look at the stats portal - hardly works at all these days - the only USP they had - gone.

Glad I left them.
Standard User jelv
(knowledge is power) Wed 13-Jun-18 18:51:10
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
From what I've seen moderators taking over long to respond to issues on the forum is not uncommon. This is in no way to criticise the moderators - they are doing their best.

The problem is that the Plusnet community forums are fairly active. I've just looked and it is showing over 60 active users online at present, I'm guessing at around 200 posts a day. There is no restriction such as the first few posts for new users requiring moderation. To look after this there are only THREE moderators. There have been more in the past (it has not been as low as this in the 15 years or so I've been on the Plusnet forums), when previous moderators have resigned they have not been replaced.

These three are guys who voluntarily moderate the forums in their spare time - not surprising situations sometimes get out of control before a moderator steps in.

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Standard User jelv
(knowledge is power) Wed 13-Jun-18 18:57:28
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Re: Plusnet


[re: 23Prince] [link to this post]
 
People could also look at how quickly Plusnet deal with system issues: https://plusnet.servicestatus.net/plusnet/status?_ga...

Issue first occurred on : 12 April 2016 12:00 PM

When will the next update be?

6 March 1:00 PM


Is that an issue they've failed to update or are they actually saying don't expect any news until next year?

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Standard User wowitsme
(newbie) Wed 13-Jun-18 18:57:32
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Re: Plusnet


[re: broadband66] [link to this post]
 
Most plusnet members highlighted plusnet failing/broken promises it was the norm because change was needed.
Standard User sneekyhen
(newbie) Wed 13-Jun-18 19:52:47
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Re: Plusnet


[re: jelv] [link to this post]
 
@Jelv , i totally agree with you post , the 3 mods do a great job but as they are volunteers you cannot expect them to see everything .
Its like @shutters post from over 8 years ago ,, Employ more staff ,, what happened More promises frown

Webmail is just one of many things that need fixing frown

Ok yes i expected Jono to post Plusnets side , but they just show how much customers who help are treated

Edited by sneekyhen (Wed 13-Jun-18 22:39:16)

Standard User ian72
(eat-sleep-adslguide) Thu 14-Jun-18 08:17:15
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
It doesn't sound like PlusNet banned you though. The moderators did. And from what I understand the moderators are volunteers that are not paid for, or work, for PlusNet. Is that correct?

PlusNet were a technical ISP when I joined them a very long time ago but as they grew (and before BT bought them) they moved to a mainstream ISP. They have had significant waves in their delivery, sometimes they are pretty good (especially for the price) and sometimes they are at the bottom of the wave. They are a relatively low cost ISP and that does tend to mean there isn't much cash floating around to provide a top notch service - and I would never use an ISPs webmail as it acts as a lock in and also it is not their core business so likely will suffer from under investment.
Standard User sneekyhen
(newbie) Thu 14-Jun-18 09:19:57
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Re: Plusnet


[re: ian72] [link to this post]
 
Hi Ian72 , yes i understand that cheap is cheap , but for taking Years to fix known problems is unacceptable
have you read Jelvs long thread here of thing awaiting a fix ? https://community.plus.net/t5/Plusnet-Feedback/Why-I... .
Also when they were fined for charging people who had left , they said its fixed and it wont happen again !
https://www.ofcom.org.uk/about-ofcom/latest/media/me...
But there has been several cases posted on forum where it had still occurred .
The new billing system was promised over 8 years ago and as yet has not been implemented hence regular mistakes
Standard User jelv
(knowledge is power) Thu 14-Jun-18 09:23:14
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Re: Plusnet


[re: ian72] [link to this post]
 
In reply to a post by ian72:
and I would never use an ISPs webmail as it acts as a lock in and also it is not their core business so likely will suffer from under investment.

What about using the ISPs mail services to handle the mail for your own domain? That isn't a lock in and does have the advantage of no buck passing.

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Standard User jelv
(knowledge is power) Thu 14-Jun-18 09:45:27
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
Also when they were fined for charging people who had left , they said its fixed and it wont happen again !
https://www.ofcom.org.uk/about-ofcom/latest/media/me...
But there has been several cases posted on forum where it had still occurred .

Another one just yesterday!

https://community.plus.net/t5/My-Account-Billing/sti...

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Standard User RobertoS
(elder) Thu 14-Jun-18 10:00:34
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Re: Plusnet


[re: jelv] [link to this post]
 
Using an ISPís mail servers with your own domain I still regard as dodgy jelv, especially if they provide the domain. Even if they register the domain in your name and address, which historically not all ISPs did.

If you use a mail client rather than webmail, when you migrate you still have to update the servers for every mailbox in every domain you have. You also rely on the ISPís mail server backups which I feel are less robust and flexible than dedicated hosting companies.

In the same vein, on changing the servers at a migration there is a slight chance of losing a few incoming emails as the MX records have to propagate through the system. I suppose the same problem is there if you migrate between hosts, but for most of us that is a rarer move than ISP migration. I did it when moving from Prodigynet to TsoHost and Iíve also moved some since to elsewhere. Iím not aware of having lost anything.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 71307/12780Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User RobertoS
(elder) Thu 14-Jun-18 10:10:06
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Re: Plusnet


[re: jelv] [link to this post]
 
Just reading this in the Ofcom link provided:-
As a result, 1,025 customers who had cancelled either their landline or broadband service continued to be billed, meaning they were overcharged by more than £500,000 in total.
Thatís an average of £500 per customer affected. Yet it didnít come to light for over four years!
Plusnet discovered its billing error, whilst undertaking a routine asset reconciliation exercise of its customer base and identified a customer as having a chargeable account but with no active telephone of broadband service. Further investigation by Plusnet showed this was not a isolated to one account. The matter was subsequently brought to Ofcomís attention. The penalty imposed relates to an infringement from 26 May 2011 to 3 September 2015.
Thatís almost unbelievable, for several reasons.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 71307/12780Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User jelv
(knowledge is power) Thu 14-Jun-18 10:11:11
Print Post

Re: Plusnet


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
In the same vein, on changing the servers at a migration there is a slight chance of losing a few incoming emails as the MX records have to propagate through the system. I suppose the same problem is there if you migrate between hosts, but for most of us that is a rarer move than ISP migration. I did it when moving from Prodigynet to TsoHost and Iíve also moved some since to elsewhere. Iím not aware of having lost anything.
Not an issue if you move the mail a week or so before you migrate - when I did this from Plusnet to AAISP it was seamless.

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Standard User ian72
(eat-sleep-adslguide) Thu 14-Jun-18 10:13:05
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
taking Years to fix known problems is unacceptable
Yes, and one of the reasons I wouldn't go back to them. However, as long as lots of people continue to use them because they are cheaper then there is less incentive for them to improve - why bother if they are getting the income anyway?

Not a great way to look at business but companies do become complacent and in the fight to be the lowest price in broadband these things inevitably happen. What I don't understand is why people put up with being with an ISP if they have serious problems with the way the ISP manages their services?
Standard User RobertoS
(elder) Thu 14-Jun-18 10:24:33
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Re: Plusnet


[re: jelv] [link to this post]
 
But that was a (very) minor part of my post. Also I wasnít aware of ISPs enabling oneís access to their mail servers before actual migration, but from what you say at least one (well run one) does.

However, it makes my main objection far stronger. It means not simply updating the mail servers on your mail clients, but completely duplicating the accounts in order to access both ISPsí servers for an overlap period.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 71307/12780Kbps @ 600m. BQMs - IPv4 & IPv6
Administrator MrSaffron
(staff) Thu 14-Jun-18 13:34:19
Print Post

Re: Plusnet


[re: RobertoS] [link to this post]
 
Waiting to see what happens, my migration away was smooth apart from a lack of 'sorry you are leaving notification' from PlusNet. Ticket appeared after I prodded them - staff could see a migration was underway, so not sure why automated systems could not.

That said the new provider has hardly been a paragon of communication, little or no comms after initial order and online failed, had to phone and they tried to add P&P, queried and got waived immediately.

18 months (or next price rise) and will be trying someone else again

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Malwaremike
(committed) Thu 14-Jun-18 14:21:24
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Re: Plusnet


[re: ian72] [link to this post]
 
For everyone who complains I suspect there are thousands who are satisfied with their ISP service. I am perplexed by some posters complaining that they get only 78Mb instead of their expected 80Mb, while others boast about downloading 30Gb in one night Ė we wouldn't use that in a month. Fair enough, but again the majority of people may not be so demanding.

We ourselves need reliable and secure BB for banking, Govt agencies such as income tax, car tax and MoT, occasional catchup TV, and internet research. We prefer a landline phone as mobile signal can be dodgy at times. For the past four years PN has provided our ADSL2 package with unlimited phone calls for about £28 per month which we think is good value. Maybe we're lucky but we have never had an outage.

I didn't bother with Plusnet's email because it requires the longwinded address [myname]@[myPNusername].plus.com compared with [name]@fastmail.com as suggested on this forum. Again as suggested, this gives independent mail if one wants to change ISP.

As to the PN forum, voluntary moderators do their best but it's a thankless task especially when the nitpickers come online. I think these mods do a pretty good job Ė as they do on TBB -- and console them with the thought that nobody can please all the people all the time.

Edited by Malwaremike (Thu 14-Jun-18 14:26:54)

Standard User wowitsme
(newbie) Thu 14-Jun-18 15:40:41
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Re: Plusnet


[re: Malwaremike] [link to this post]
 
I will be with my new provider within 12 days time, leaving plusnet for good. Cant wait to move out!!

Getting back to the topic of unhappiness maybe plusnet banning you from the forums was a good thing, maybe you will move to a better isp with better support.

Edited by wowitsme (Thu 14-Jun-18 15:42:29)

Standard User sneekyhen
(newbie) Thu 14-Jun-18 16:33:31
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Re: Plusnet


[re: wowitsme] [link to this post]
 
And here lies the problem , If plusnet fixed their problem rather than just giving platitudes to its customers it could be as good as it was when i joined .
But at present its a race to the bottom with Talk Talk , they dont do you proud , they just want customers to sign up
Standard User wowitsme
(newbie) Thu 14-Jun-18 19:37:19
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Re: Plusnet


[re: sneekyhen] [link to this post]
 
Plusnet used to be great now ...... there meh
Standard User 23Prince
(fountain of knowledge) Mon 18-Jun-18 18:05:45
Print Post

Re: Plusnet


[re: wowitsme] [link to this post]
 
My line was cut off totally a few weeks ago - I didn't want to migrate as I think FTTC is going down hill around here - so I took out another VM 350 line and so now I have 3 and I bond them together using a bit of cicso kit. I use them for business and they are all business packages.

As everyone, BT included, seems to want to deny me FTTPoD even though it shows as available I took the cheaper option. The rules around wayleave etc changing helped - I can have 5 if I want to but that would probably cause problems at the box.

I have no idea why in this country you have to fight hammer and tooth to get anything,
Standard User sneekyhen
(newbie) Tue 19-Jun-18 07:17:41
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Re: Plusnet


[re: 23Prince] [link to this post]
 
while i agree Plusnet is a cheap ISP but that is no reason to have Cheap support .
if you report problems with their webmail all you get is a reply " we are aware of problems " ???
Standard User 23Prince
(fountain of knowledge) Tue 19-Jun-18 17:23:36
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
while i agree Plusnet is a cheap ISP but that is no reason to have Cheap support .
if you report problems with their webmail all you get is a reply " we are aware of problems " ???


I guess I am lucky i've never had to report a problem. I still have an unanswered ticket open from October however..
Standard User Malwaremike
(committed) Tue 19-Jun-18 17:47:56
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
while i agree Plusnet is a cheap ISP but that is no reason to have Cheap support .
if you report problems with their webmail all you get is a reply " we are aware of problems " ???
From foregoing posts I think most of us accept that ISP webmail is not worth having, Fastmail gives an excellent service for $3 (about £2.40) per year, it's for nothing!
Standard User baby_frogmella
(knowledge is power) Tue 19-Jun-18 18:06:48
Print Post

Re: Plusnet


[re: Malwaremike] [link to this post]
 
In reply to a post by Malwaremike:
Fastmail gives an excellent service for $3 (about £2.40) per year, it's for nothing!



I'm seeing the Fastmail $3 charge as per month, not per year:

https://www.fastmail.com/pricing/

Though 2gb storage appears measly...

FluidOne FTTP On Demand 330/30 Mbps
Linksys EA9500v2

Edited by baby_frogmella (Tue 19-Jun-18 18:09:04)

Standard User Malwaremike
(committed) Tue 19-Jun-18 18:28:34
Print Post

Re: Plusnet


[re: baby_frogmella] [link to this post]
 
Sorry, I should have worn my glasses! We paid $19.13 (£14.40 inc charges) for our two Fastmail accounts for TWO years. I make this £3.60 per account per year. Both are Fastmail Lite accounts and we find 2gb is ample for our needs. Main thing is that Fastmail has been totally reliable using PC, iPad, from home or from abroad on holiday. Usual disclaimer: I have no connection with Fastmail which was recommended by someone on this forum.
Standard User baby_frogmella
(knowledge is power) Tue 19-Jun-18 18:52:39
Print Post

Re: Plusnet


[re: Malwaremike] [link to this post]
 
No worries wink Did you get a discount on the fastmail packages?

FluidOne FTTP On Demand 330/30 Mbps
Linksys EA9500v2
Standard User Malwaremike
(committed) Wed 20-Jun-18 11:03:00
Print Post

Re: Plusnet


[re: baby_frogmella] [link to this post]
 
No, they quote same prices whether it's one year or five and they warn you in advance of renewal date.
Standard User JohnR
(eat-sleep-adslguide) Mon 25-Jun-18 21:22:39
Print Post

Re: Plusnet


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
Just reading this in the Ofcom link provided:-
As a result, 1,025 customers who had cancelled either their landline or broadband service continued to be billed, meaning they were overcharged by more than £500,000 in total.
Thatís an average of £500 per customer affected. Yet it didnít come to light for over four years!
Plusnet discovered its billing error, whilst undertaking a routine asset reconciliation exercise of its customer base and identified a customer as having a chargeable account but with no active telephone of broadband service. Further investigation by Plusnet showed this was not a isolated to one account. The matter was subsequently brought to Ofcomís attention. The penalty imposed relates to an infringement from 26 May 2011 to 3 September 2015.
Thatís almost unbelievable, for several reasons.


Sad that a company can't handle accounts, But even more socking that these people had not picked up on the error, in 4 years... And stopped the payment at source..

\_0-0_/ AdsL is Hell \_0-0_/
To Infinity
Wats SUP doc.... You using too much.....
Standard User sneekyhen
(newbie) Tue 26-Jun-18 07:13:37
Print Post

Re: Plusnet


[re: JohnR] [link to this post]
 
JohnR
If you read their forums , there are still Customers posting that this still occurs frown
Obviously Plusnet have not fixed the problem
Standard User ultra
(fountain of knowledge) Tue 26-Jun-18 12:53:44
Print Post

Re: Plusnet


[re: wowitsme] [link to this post]
 
In reply to a post by wowitsme:
maybe you will move to a better isp with better support.

I must have been very lucky then, as I've been with PN for over 15 years and while there have been a few niggles in that time, nothing has made me think about changing.

I've seen horror stories about so many other ISPs, and in some cases, when I have had to speak to a few of the 'niche' ISPs chosen by clients prior to them needing my assistance, those ISPs have had support staff far less helpful, friendly, or (IMHO) competent at their job, than the vast majority of PN support staff I have come across by phone, forum or support ticket.

---

If you run a business, have a second ISP and backup web hosting...
Standard User ultra
(fountain of knowledge) Tue 26-Jun-18 13:00:34
Print Post

Re: Plusnet


[re: MrSaffron] [link to this post]
 
Being very nosy, may I ask what service you had, what you are getting, and why you decided to move ? Feel free to tell me to MMOB if you wish smile

---

If you run a business, have a second ISP and backup web hosting...
Standard User sneekyhen
(newbie) Wed 27-Jun-18 09:19:37
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
Well here you go , am i being messed about by Plusnet because i post ?
well i paid my bill yesterday , today was cut off and received a text say my bill was unpaid ??
logged onto member center via Mobile and i got this ?


Woops! Something went wrong.

We're sorry for this interruption. Your browsing restriction had not been removed, even though your invoice has been cleared.

We've now removed the restrictions from your account, so you can browse normally.

It can take a couple of minutes for the restriction to be removed. If you keep returning to this message, please contact us.

go back to the Plusnet website to browse from there

For help or further information, please contact us online.
Standard User sneekyhen
(newbie) Wed 27-Jun-18 09:54:25
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
Just got this Email , cut off for owing £0.00

We'd like to remind you again that payment is still due on your Plusnet broadband account.

To avoid any restrictions to your service you should pay within the next 4 days.

Payment due
-----------
Amount owed: £0.00
Standard User RobertoS
(elder) Wed 27-Jun-18 10:02:14
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
How did you get the email?

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 63852/12594Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User ian72
(eat-sleep-adslguide) Wed 27-Jun-18 11:20:41
Print Post

Re: Plusnet


[re: RobertoS] [link to this post]
 
Odd question. The previous post stated that service had been restored and they could well have got it through 4G or a number of other ways.
Standard User sneekyhen
(newbie) Wed 27-Jun-18 11:44:51
Print Post

Re: Plusnet


[re: ian72] [link to this post]
 
yes i got email Via Mobile data 4G
, oddly enough it went off for a short time only Nothing showing on service status ? and Guess what i just had another loss for a few minuets ?
and of course no reply from Bookface or the twitter ?
Update Message from Matt on titter they going to answer on Bookface shortly
Standard User 23Prince
(fountain of knowledge) Sun 01-Jul-18 10:48:57
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
When I cancelled I was asked to pay there and then so when it cut off I didn't owe any more - seems it was the better way
Standard User jelv
(knowledge is power) Mon 02-Jul-18 10:12:20
Print Post

Re: Plusnet


[re: 23Prince] [link to this post]
 
In reply to a post by 23Prince:
When I cancelled I was asked to pay there and then so when it cut off I didn't owe any more - seems it was the better way
That's not an option if you also have phone with them when there could be call charges yet to come through.

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Standard User Roksan
(regular) Mon 02-Jul-18 17:20:48
Print Post

Re: Plusnet


[re: jelv] [link to this post]
 
Well I have never used PlusNet apart from when I was with Origin & they were a reseller. But a friend of mine I work with was paying a fortune for ADSL from Post Office & getting near on no connection so I helped her & she joined PlusNet 40/10.

All went swimmingly well (the three routers she received were useful) apart from on connection day she had no BB or Landline & needed Landline as not really a mobile user. As this was Friday it was either Sunday or Monday before she got BB & an engineer had to come out & fix the unconnected phone line on Wednesday. I was thinking of using PP Ö

ISP ~ IDNet

Previous ISPís ~ CompuServe ~ AOL ~ Force9 ~ RedHotAnt ~ Freeserve ~ Virgin ~ BT ~ Zen ~ Demon ~ VM ~ Origin BB <--Yikes ~
Standard User zyborg47
(eat-sleep-adslguide) Sat 07-Jul-18 12:34:30
Print Post

Re: Plusnet


[re: Malwaremike] [link to this post]
 
I kind of agree, I get around 35Mb/s and to be honest it is fine, I am not going to bother about a couple more Mb/s . I have just had a look to see how much data i used and so far this month I have used 25GB, the billing period is Jun 24 2018 - Jul 23 2018.

Sadly reliable internet is a problem, but that is not a plusnet problem, but BT network and BTOR not having a clue what is going on.
Plusnet have been ok, even sending me a different router to what they normally supply to try to solve the problem and it does for a while and then like I found yesterday all of a sudden it drops connection for no reason, so then I have to get my Hauwei BTOR modem out and connect that up to get up and running. after a couple of days I can go back to the other router.

BTOR have been here, and their equipment will not connect from the house or at the cabinet. so something is wrong.


I have been with plusnet for around 3 years now,or maybe more, and I also have their mobile service, which works ok.
I have not decided what I am going to do when this contract runs out, other services like Vodafone are offer prices that are pretty good.

I do not bother with the add ons from plusnet, so no Tv or email, all I need is broadband and that is it.

As for the forums, I have not used them that often.

At the moment plusnet does what I need, i doubt changing to another provider will solve the network problem, this is just BT naff network which still runs over copper lines that are years old.

Adrian

Desktop machine Ryzen powered and back to windows 8.1, laptop by Linux

Plusnet FTTC
Standard User zyborg47
(eat-sleep-adslguide) Sat 07-Jul-18 13:20:19
Print Post

Re: Plusnet


[re: Malwaremike] [link to this post]
 
In reply to a post by Malwaremike:
In reply to a post by sneekyhen:
while i agree Plusnet is a cheap ISP but that is no reason to have Cheap support .
if you report problems with their webmail all you get is a reply " we are aware of problems " ???
From foregoing posts I think most of us accept that ISP webmail is not worth having, Fastmail gives an excellent service for $3 (about £2.40) per year, it's for nothing!



i use one and one, works out about £9 a year and that with a domain as well. Sadly they have done away with the service i use, but they do offer one email address with a domain, plus you can use different aliases

Adrian

Desktop machine Ryzen powered and back to windows 8.1, laptop by Linux

Plusnet FTTC
Standard User 23Prince
(fountain of knowledge) Sun 08-Jul-18 21:52:20
Print Post

Re: Plusnet


[re: jelv] [link to this post]
 
In reply to a post by jelv:
In reply to a post by 23Prince:
When I cancelled I was asked to pay there and then so when it cut off I didn't owe any more - seems it was the better way
That's not an option if you also have phone with them when there could be call charges yet to come through.


Even though I had the line chopped - it was for me and I had home phone and FTTC with them. The whole account was closed on the day it all went off. I had PAYG calls on it I think - although when I called to give notice this is what was produced.

https://postimg.cc/image/ajdj9v5jb/

So maybe I didn't?

Edited by 23Prince (Sun 08-Jul-18 21:56:10)

Standard User epyon
(fountain of knowledge) Wed 15-Aug-18 14:24:40
Print Post

Re: Plusnet


[re: JonoH] [link to this post]
 
You came across as an immature kid honestly

did you forget you were logged in your ISP account?

How you have "manager" anywhere in your job title is beyond me

Big shame for plusnet and for yourself.
Standard User ajpn
(newbie) Thu 16-Aug-18 20:06:45
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
i got banned


And the ĎGeneral Chatí board has been a lot more pleasant since your ban.
Standard User sneekyhen
(newbie) Fri 17-Aug-18 06:23:16
Print Post

Re: Plusnet


[re: ajpn] [link to this post]
 
Ajpn ?? thats a strange TROLL reply , as i am back on the forum .
So which one are you ? happyhijabi or one of your many guises
Standard User broadband66
(knowledge is power) Tue 21-Aug-18 11:17:04
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
Not trolling as far as I have read. Just a straight forward comment. Not trolling if something is true.

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User sneekyhen
(newbie) Tue 21-Aug-18 13:57:46
Print Post

Re: Plusnet


[re: broadband66] [link to this post]
 
In reply to a post by broadband66:
Not trolling as far as I have read. Just a straight forward comment. Not trolling if something is true.

Hi Broadband66 , i was not refering to trolling on here , it was trolling on the PN forum which i believe he did smile

Edited by sneekyhen (Tue 21-Aug-18 13:58:34)

Standard User ajpn
(newbie) Wed 22-Aug-18 14:41:53
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
i was not referring to trolling on here


Really? You said my post was a Ďstrange TROLL replyí...
Standard User Chippy_Tea_
(committed) Wed 22-Aug-18 16:35:47
Print Post

Re: Plusnet


[re: ajpn] [link to this post]
 
In reply to a post by ajpn:
In reply to a post by sneekyhen:
i was not referring to trolling on here


Really? You said my post was a Ďstrange TROLL replyí...


I doubt anyone reading this thread would call it anything else are you really surprised he called it a trolling post?
Standard User broadband66
(knowledge is power) Wed 22-Aug-18 18:17:18
Print Post

Re: Plusnet


[re: Chippy_Tea_] [link to this post]
 
I didn't think so as that is what I posted!

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User 23Prince
(fountain of knowledge) Sat 25-Aug-18 10:00:53
Print Post

Re: Plusnet


[re: broadband66] [link to this post]
 
I think you post highlighted a good point - but that's just me
Standard User Chippy_Tea_
(committed) Sat 25-Aug-18 13:11:37
Print Post

Re: Plusnet


[re: broadband66] [link to this post]
 
In reply to a post by broadband66:
I didn't think so as that is what I posted!


I think there is some confusing in the thread about who is posting what to who.
Standard User sneekyhen
(learned) Sat 25-Aug-18 16:31:39
Print Post

Re: Plusnet


[re: Chippy_Tea_] [link to this post]
 
Ajpn said "And the ĎGeneral Chatí board has been a lot more pleasant since your ban. " ? Inferring i had posted something Unpleasant previously on PN forum , Only the person who was trolling On the PN forum would have said such a thing .
The board was a nice place until a person with a few aliases came to disrupt things Happyhijabbi was one of his alais .
And yes Ajpn i also have a alias on PN forum to which i post regularly , so as its pleasant place now just goes show it was pleasant before like i said

Edited by sneekyhen (Sat 25-Aug-18 16:32:51)

Standard User Chippy_Tea_
(committed) Sat 25-Aug-18 17:12:48
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
Ajpn said "And the ĎGeneral Chatí board has been a lot more pleasant since your ban. " ? Inferring i had posted something Unpleasant previously on PN forum , Only the person who was trolling On the PN forum would have said such a thing .
The board was a nice place until a person with a few aliases came to disrupt things Happyhijabbi was one of his alais .
And yes Ajpn i also have a alias on PN forum to which i post regularly , so as its pleasant place now just goes show it was pleasant before like i said


My last post was not aimed at you sneeky It stands out a country mile what is going on in this thread.

My post was aimed at Ajpns post "And the ĎGeneral Chatí board has been a lot more pleasant since your ban" which was trolling.

.

Edited by Chippy_Tea_ (Sat 25-Aug-18 17:16:14)

Standard User sneekyhen
(learned) Sun 26-Aug-18 07:25:37
Print Post

Re: Plusnet


[re: Chippy_Tea_] [link to this post]
 
Chippy-Tea , yes i realized that, but the thread was getting out of sync and hard to follow .
thought i would bring it back on line smile
And yes Ajpn is trolling
Standard User baby_frogmella
(knowledge is power) Sun 26-Aug-18 09:38:12
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
So which one are you ? happyhijabi or one of your many guises


In reply to a post by JonoH:
You [sneekyhen] were banned for creating multiple forum accounts and that's a breach of our forum rules.


Pot. Kettle. Black.

FluidOne FTTPoD 330/30

My Broadband Speed Test
Standard User Chippy_Tea_
(committed) Sun 26-Aug-18 12:20:27
Print Post

Re: Plusnet


[re: sneekyhen] [link to this post]
 
In reply to a post by sneekyhen:
Chippy-Tea , yes i realized that, but the thread was getting out of sync and hard to follow .
thought i would bring it back on line smile
And yes Ajpn is trolling


Looks like you will need a bigger bottle of anti troll spray as this thread is not going to end any time soon! wink

.

Edited by Chippy_Tea_ (Sun 26-Aug-18 15:29:37)

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