More Plusnet woes

Trustpilot holds more bad news for Plusnet https://uk.trustpilot.com/review/www.plus.net
Complaints will always top the postings of any ISP, but unhappiness with management policy to cut back on their hard-working support team is becoming more widespread. Many businesses would love to have PN's once superb image, now alas sadly tarnished.

The stock Plusnet reply to every post does them no credit.

Plusnet aren't great, but there are a lot worse.

As with a lot of these companies you don't know what they are like until you have to complain. The actual phone and broadband service is much the same with any provider: it's the customer service and billing that differs.

I think my current provider is the worst so far. Hopefully I won't find any worse.

How long ago did you leave and/or stop actively monitoring Plusnet support and also the provisioning service?

Both have developed serious deficiencies in the last 12 months. That's why I left.

That's on top of a problem somewhere in the system messing up a high number of users, that has also been ongoing since last year. They are able to replicate it on their own kit but not fix it, it seems. I find it hard to believe it isn't finance rather than technical preventing the fix.

In reply to a post by RobertoS:

How long ago did you leave and/or stop actively monitoring Plusnet support and also the provisioning service?

It was over a year ago now.

I had twelve months of relatively trouble free service with Primus and now I am with EE.

Might go back to Plusnet next year, although PostOffice are looking favourite atm.

I'm still with PN. Came out of contract in August and waiting until December when my BT phone contract ends. Not saying I will move then though. The long running problem barely affects me. Every couple of months I might discover my connection has gone bad but it only takes a router reboot (because it doesn't have a disconnect button) and everything is back to normal. Apparently though others are a lot more bothered (or were) and seem to be being continually plagued with a bad connection then it takes them several attempts to get a decent connection.

I wrote '(or were)' because it feels like it's less common of late. I don't if that's people who have given up waiting and left (or just no longer see any point in complaining) or if perhaps the problem has been fixed.

Either way for me it's not currently worth the hassle of updating my domain and the risks of getting tied into another long contract. PN are 'doing me proud' 99% of the time so I'm content. I would definitely be concerned at the prospect of having to rely on their technical support though.

Edited by Andrue (Tue 13-Oct-15 18:44:51)

In reply to a post by hk11:

Might go back to Plusnet next year,

Are you mad?

Have you looked on the community forums recently?

In reply to a post by jelv:

Are you mad?

Barking!

In reply to a post by jelv:

Have you looked on the community forums recently?

No. I might do shortly: I could do with a laugh.

In reply to a post by hk11:

Plusnet aren't great, but there are a lot worse.

Nope, I don't think so. Not at least if my recent experience of trying to use them as a partner is anything to go by. Couldn't have been less "brilliant" if they tried. Took forever to provision a line (internal issue, nobody bothered to tell me), then they've refused to provide a /29 without diagrams even though it's bleeding obvious to anyone with half a brain cell what's needed. Alas that experiment was short lived.

They're unhelpful, offer generic responses, are absolutely hell bent on a policy that they've even admitted is only internal and isn't *actually* a requirement (which I knew).

Alas if that's the level of care and attention they give to "partners", I can't imagine how bad it is for everything else.

In reply to a post by Andrue:

I wrote '(or were)' because it feels like it's less common of late. I don't if that's people who have given up waiting and left (or just no longer see any point in complaining) or if perhaps the problem has been fixed.

Fixed? I'm on the 40/20 package syncing at 80/20 (achievable over 100).

Speeds vary from http://www.thinkbroadband.com/speedtest/results.html... in the daytime to pretty bad at peak times. Here's a set of tests with me gateway hopping in a futile attempt to find a decent one:

http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...
http://www.thinkbroadband.com/speedtest/results.html...

Complaints are becoming less frequent because either people have left or they've got fed up with getting absolutely no response from Plusnet.