CS becoming non-existant

I tried the chat and then tried calling Plusnet on behalf of a local, elderly friend who is thinking of switching away from the Coop (poor C/S).

Their website re the 17mbps package says £19.99 pm for 12 months, I wanted to know what the cost was after 12 months, and how could I add a call package. Both these things should really be included on their website.

the guy at the end of the chat Jordan, was obnoxious, and really was a total put down, really didn't answer questions and didn't really appear eager to sell the service.

I tried calling, a guy called Edmond, refused to answer these simple questions unless I gave him the no/address of the potential customer. I gave him my details, said it was the same exchange. These were simple contractual questions.

With no rudeness from my end the guy put the phone down.

I've heard that Plusnet C/S could be on the blunt/rude side, but you'd think that they would make a bigger effort to add customers.

Plusnet is no longer an option.

When I run an order - when I get the results page I get the options below to add call packages etc.

After month 12: £28.98 - just for reference (no calls just basic service)

Edited by deleted (Sat 02-Sep-17 09:46:33)

Atleast we will know now if their "Customer Service" awards are real or not, after all you can't win awards for a service you don't provide.

For ADSL renewal, I was quoted line rental +£7.50 at a high cost (no LLU) exchange.

John Lewis Partnership would be cheaper, but I have decided to try Vodafone VDSL at £25pm

In reply to a post by Michael_Chare:

For ADSL renewal, I was quoted line rental +£7.50 at a high cost (no LLU) exchange.

John Lewis Partnership would be cheaper, but I have decided to try Vodafone VDSL at £25pm

Nice - Not thought about them.

£30 for me - I might as well spend the extra £2 and get EE broadband and get the free data add on

Edited by deleted (Sun 03-Sep-17 09:34:12)

I tried calling, a guy called Edmond, refused to answer these simple questions unless I gave him the no/address of the potential customer. I gave him my details, said it was the same exchange

This part is likely because they charge 2 different tiers depending on what category the exchange is under Ofcom definitions. Without knowing that he couldn't give you the price.

Also, at the bottom of the broadband page there is a section called "About our charges" which has a link to this. I don't think it is the easiest read but it does look very detailed.

Hi there,

Just to confirm that the response here is accurate:

In reply to a post by ian72:

This part is likely because they charge 2 different tiers depending on what category the exchange is under Ofcom definitions. Without knowing that he couldn't give you the price.

Also, at the bottom of the broadband page there is a section called "About our charges" which has a link to this. I don't think it is the easiest read but it does look very detailed.

Although it being on the same exchange does mean the price would be the same.

I'm sorry for the experience you had and would be happy to pass on internal feedback if you'd like to PM me the username and date/time of your call(s) to us.

I recently renewed (in a Market A area). Several times when they phoned me I refused to renew my contract due to the higher market A charge. I was first offered £5 off, but in the final call I told them I'd renew if the price was the same as John Lewis, and they actually offered me that - so don't give up too quickly.

Well done, but is that JL's standard price or their introductory offer price? I was offered line rental +£7.50 for ADSL. I declined because Vodafone VDSL will cost me less than that.

I find this pricing by exchange somewhat a strange one if it also applies to FTTC, since FTTC does not even route via the local exchange most of the time (well certainly market A exchanges are not typically the headend exchange). Not sure how the openreach charges are?