In reply to a post by tommy45:

Support from what limited number of customers are reporting on their community forum , still have woefully long "on hold" call times , and there is still a big problem it seems with training of those who man their call centres,( could also be pay related) So no changes for the better in that department ,

As for their "networking"issues Still ongoing for some,( the number of customers complaining has dropped off, but that is most likely due to them migrating to other ISP's, not due to them actually fixing anything) and their web site is less informative than it it used to be in regards to usage graphs, and the current line speed link although still active it has been removed from the customer portal,

Also to add they still charge incoming migrations the £50 connection fee if bb only

And also want a 18mth min term on FTTC when if you have already had such active FTTC service for the previous 12mths BT openreach don't hold the ISP to anything more than 1 month , they also are peddling a 40/2 (2mbps) upstream product in place of the more useful 40/10

Then there's their woeful move to wires only installs for FTTC , the woeful bit is that they supply a re branded BTHH5 version A , that isnt fully compatible with G.inp and reboots it's self every 14 days,lol so no change with their supplied cheap and nasty hardware either, maybe best avoided for the foreseeable don't waste you money, if you want a decent FTTC service then you may have to pay more than plusnets prices

Very good summing-up from Tommy. If there were one word to describe plusnet, what would it be Tommy?! Bearing in mind this is a family-friendly forum! Would it be [censored]? Or maybe [censored]? Or perhaps [censored]?!

Plusnet never had a sustainable business model. The overheads were too great. It was probably run subtly at a loss; allowing BT to steal market share and screw the competitors; while recouping all those losses through bumper profits raked-in at Openreach.

Very polite call centre staff, but what good is that when the underlying service is so poor? From day one Plusnet never exuded any confidence. Some of us were dogged with mysterious authentication problems that developed suddenly, and caused long outages. Plusnet were hopeless at resolving it. I did wonder if their radius database was corrupted or even hacked.

Kept giving them the benefit of the doubt; more time to iron out all these problems. In hindsight we should have bitten the bullet much earlier.

No matter now, for it became the cue to migrate elsewhere. Ironically for all their loss-leaders, we paid quite a heavy price to exit them. Looking back, it was good riddance.


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Edited by deleted (Thu 19-Nov-15 23:25:56)

My girlfriend decided to go with PlusNet FTTC back in June this year when BTOR finally upgraded her local cabinet. She has been tied into an 18 month contract and she has had nothing but problems ever since.

Most weeks she has regular loss of broadband service, thankfully her home phone does keep working. There hasn't been one month, hand on heart, where she hasn't had to call the PlusNet customer services. The last time was as recent as 7th November, when her internet was yet again down, much to the annoyance of her children.

During the October half term holidays, with her kids at home, the internet service went down and was out from the Monday morning right through till the Thursday afternoon. PlusNet tried to blame her computers/phones/tablets and even mirrors in the house (yes honestly they asked if she had mirrors in the house as they can cause interference). In the end they did finally admit there was a fault on the line and cleared it on the Thursday afternoon.

Every time she has called the Customer services, there has always been a minimum wait of 25 minutes (usually much longer), on the last occasion which I mentioned above was on the 7th, it was over an hour to get through and just over another hour to actually get the problem sorted and her internet back on.

Overall, from my girlfriends experience, it would appear that things haven't improved.

Maybe they are running the company down in order for a takeover!!!!!!

In reply to a post by mabibby:

Just popping by, wondering whether anyone can comment on whether PlusNET have resolved their woeful service performance from earlier in the year?

Customer service is still apparently dire (judging from the forums - I've not had to use it myself). Lots of failed installations which is alarming. The network however seems to be running a lot better. Far fewer complaints to the forum thread and I (and a couple of others I know) are 'overdue' for a bad session.

So if you're an existing customer with a reliable line it's great. New customers and those with dodgy lines - stay the hell away

Edited by Andrue (Fri 20-Nov-15 10:58:19)

In reply to a post by tommy45:

As for their "networking"issues Still ongoing for some,( the number of customers complaining has dropped off, but that is most likely due to them migrating to other ISP's, not due to them actually fixing anything)

That may be a factor but I know three or four people who were suffering it sporadically and all have told me recently that they've been incident free for far longer than before. I'm also a month 'overdue' for my occasional bad session. I think it would be safe to say PN have done something to their network that has improved things.

I've had more problems with "accounts and billing" in the last couple of months than in the previous two years ...........

I suppose it could be worse

"I think it would be safe to say PN have done something to their network that has improved things. "

If they have done something it would be good PR if one of the reps said so.

They did - but nothing since
http://community.plus.net/forum/index.php/topic,1408...

Plusnet never had a sustainable business model. The overheads were too great. It was probably run subtly at a loss; allowing BT to steal market share and screw the competitors; while recouping all those losses through bumper profits raked-in at Openreach

That's a very definitive statement. Can you provide evidence?

What I'll say is that Plusnet has been profitable every year since 2007. Last year, EBIT @ £44.2m, previous year, £32.6m and here's last years numbers if it helps.

http://www.yorkshirepost.co.uk/business/business-new...

Not once since the BT acquisition in 2007 has it operated anywhere near a loss, subtle or otherwise. It is neither unsustainable nor loss making.

M

I'd agree with both posts from Andrue. My Plusnet ADSL2+ has disconnected twice this year but restored after half an hour. I'm satisfied with it and consider our BB/calls package good value for money.

The Plusnet forum is full of moans by its very nature. One can't help noticing that many if not most complaints are related to Openreach no-shows, I wonder if other ISPs have as many problems with OR?

To sum up: PN is fine when it works, but trouble if you want a connection. I would go to FTTC simply because it's there, but not with PN. If it's not broke don't fix it ...