Disappointed So Far

I signed up with PlusNet after reading the good reviews and was attracted by the flexible contracts.

All seemed good and my broadband went 'live' after a week but they still haven't sent me a router - they didn't call or email me to explain what was going on. I called customer services and was told they are out of stock and hope to get one to me within a week, but they couldnt say when??

As they were unable to source a router I suggested I could pop down to my local high street store and purchase one that day which they could then refund me for - problem solved! But no plusNet wont refund me if I buy me a router, all they will offer is a refund for the days I havent got a router. So I'm left to wait for them to try and find one and then send it to me, but they cant tell me for sure when that will be. The other suggestion they had was to cancel my order completely.

Frankly Im really disappointed. Why didn't they call or email to let me know there was this delay. And why is it so hard to find a router? And why didnt they forsee that new customers would want a router and keep some in stock?

I dont want to be negative but I went with PlusNet hoping for first class service and so far do not feel they have lived up to expectations. I hope things improve

Hi Howler,

I can completely understand your frustration here but also we can't refund you for any costs that you incur as a result of going out to buy hardware - what if you went and spent

Why not refund up to a maximum of

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Because the customer will still receive the router.

David - I'm not sure what we actually pay for the 4 port wireless routers to be honest with you.

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Because the customer will still receive the router.

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But no one can tell him when. Come on James you have a customer here with a live connection he is paying for, but no router.

If your colleague is speaking to Northallerton on a daily basis he could easily cancel, if that's what the customer wants to do

PN are aware of a problem with stocks of routers, but yet again don't seem to have a plan B.

Wingco,

I think you've missed what I said earlier.

I said that whilst we wouldn't be held to refunding the value of the router, I would be happy to look into alternate means of coming to an agreement. I didn't say that I either didn't care about the customer nor did I say I wasn't going to do anything about the siuation that he was in. I think it's rather unfair to insinuate that this is the case.

Regarding a Plan B, we're currently looking at other suppliers and hardware vendors and weighing up our available options.

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I didn't say that I either didn't care about the customer nor did I say I wasn't going to do anything about the siuation that he was in.

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James, where have I said any of what you posted?. I merely suggested a solution to the OP's problem. A problem not of his making.

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I think it's rather unfair to insinuate that this is the case.

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I think you protesteth too much

The fact that PN are looking at alternative suppliers isn't helping the OP is it. Why not have a short term offer of refunding up to

They wont pay the costs of

Hi Wingco,

Maybe you're right

I posted regarding the CPE & Hardware supply details more for the general consumption rather than merely for the OPs reading, I should have stating that when making the post.

I think it is important to point out that the majority of the hardware that we send out is supplied free* so we would be refunding what wasn't paid for in the first place.

As I've mentioned earlier, if the OP would like me to look into his case I'll be happy to do so upon receipt of a username by PM.

*

Hi Howler.

I am really sorry that you have experienced a problem with delayed hardware.

If you would like to PM me with your username I'll happily pick this one up in the morning and get hardware to you ASAP.

Whilst James is correct in that we have had problems with our suppliers recently, we should have these problems resolved now.

I look forward to hearing from you and getting this one sorted.

Was going to propose exactly the same thing. Scrub sending the free one, refund him enough to get a basic router of comparable spec, and let him go out and buy his own. If he chooses to top up the amount out of his own pocket, to get a nicer one, that's his business.

..or offer an upgrade one at no extra charge?

Slightly off topic I would be interested to know what percentage
of PN new customers come from another ISP (and already have
a router or modem) and what percentage are starting from
scratch?

Meldrew

I'm moving on eventually from an ex isp.

With BT now
Have already signed my sister to Plusnet
I am migrating to Plusnet on the 20th March

Barry King

See you soon.

No 1 I like the layout you can see what you get up front.
No 2 The company in my opinion has a great future.
No 3 UK customer support something that is very important to me (after using offshore support
No 4 The usage meter so i can see what my usage is, and top up if needed.
No 5 The customer support staff forum and telephone are helpful
No 6 Plusnet have an established parent company.
No 7 You can pay your line rental to Plusnet and get a call package that suits you.

Barry King

Sums it up for me.