Do not use Plus.net

As the subject goes, don't use them. Their customer service is total pants. I have been a customer since September last year and have had no end of problems. Line drop outs has been my biggest complaint.

Recently I reported a fault and the automated system said nothing was wrong, however the line had dropped 3 times between running their automated tool and the response coming back. It asked that I provide specific information as to when the problems were occuring. Now every service provider has access to reports that tell them how many line drops have occured so this is bs. I stated that it was sporadic. A week later I wrote back stating that I wanted my account closed.

Although my ticket contained 3 or 4 different questions, the only one that was responded to was that I have to pay

Did you migrate in from another supplier or did you have to ask for a fresh activation which they deferred the charges for 5 years?

It sounds like the charge is for the activation charge plus some sort of admin fee.

You should ask them to breakdown the charges which should be quite simple for them to do, you'd probably be better off going to the PUG (Plus.net User Group) forum and asking one of the Plus.net comms team to provie you with the answers that you need.

Having the ticket numbers would be handy..

http://usergroup.plus.net/forum/index.php/board,20.0.html

Edited by caesar_salad (Fri 25-Aug-06 15:40:46)

Ceasar, I'm at the end of my tether. Yes, I did migrate to them from Tiscali and their t's and c's state:

The rebate is offered in conjunction with our "You Stay, We Pay" offer. For every year you stay with PlusNet we will guarantee that the cancellation cost decreases. What does this mean? If you cancel within the first year, then you will pay a total of

As explained earlier, I believe that you should post this information in to the PUG forum as their is a presence there of Plus.net staff whose job is to deal with problems that you've described and pass it on to the relevent teams.

The closure of the other tickets may have been attributed to the mistake that a scripting error did and closed about 400 tickets too many.

You may see yourself as an expert but I think that Plus.net are trying to support the lower common denominator which is why you may feel that you are being patronised by the CS.

Don't get me wrong, I'm not trying to stick up for the Plus.net CS as I've had my fair share of run in's with them too in the past.

Failing that, you can email James Bailey who is/was the Comms Team leader directly on

jbailey (at) plus.net

The problem with the BT filter might be that they have given you a faulty faceplate 9stranger things have happened) and you should maybe beg, borrow or steal a standard ADSL filter and use that to see if the problem still exists.

If it does then it may be that your wiring may not be up to ADSL standards and BT need to send an Openreach engineer to take a look or at least perform a whoosh test remotely.

I hope this helps!

Edited by caesar_salad (Fri 25-Aug-06 16:19:58)

I will have to signup to the PUG when I get home, and that's if I can get a connection as the signup process is restricted to users actually connected to a plusnet line, which at the moment I am not.

It's also worth noting that my ticket being closed was not due to the automatic closure of 400 tickets. Here is a copy of the last message I received when the ticket was closed (edited for security reasons):

We are pleased to be able to inform you that a member of our Customer Support
Centre has now closed Question number [ 2003**** ].

The following comment was added to the Question
Dear Mr ****,
The terms and conditions of the migration promotion are available here:

http://www.plus.net/features/guarantee_terms_and_condtitions.shtml#migrationterms

Also please refer to the following service notices/Questions on your account as viewable from "My Questions":

SN243****
1840****
1753****

Regards,
Michael Peachey

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

You may view your Question at http://portal.plus.net/my.html?action=tickets
in order to view our response to your Question. Please do not hesitate to raise a
new Question quoting Question number [ 200**** ] should the issue
not be dealt with to your satisfaction.


Regards,
PlusNet Customer Support

******************************* END

This was the last reply that I had received, which did not address my connectivity issues but only focussed on me requesting a mac key.

I wonder what OFCOM would think of the charges imposed by Plus.net's 0845 number, which certainly does not get answered within a reasonable amount of time, and to make matters worse, after an hour and 12 minutes, to have the call answered and immediately dropped, thereby costing me an hours worth of telephone calls, not having resolution and lining PN's pockets with money. The shareholders (public I believe) must be rolling with glee...a very profitable move. I wonder how many other customers they do this to.