Official complaint to plusnet

After being a customer with plusnet for nearly 15 months now, ive had so many problems recently, including virtually no connection for the last 7 weeks. here is the letter i sent to their official complaint department. if i dont get a response today i will go to ISPA to file a further complaint.

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Hi
Since the end of august, beginning of september i have gone without a connection to Plusnet. Till this day i virtually still do not have a connection. During this time period i probably have connected once or twice at a appaling speed of 190k. I have gone numerous weeks on end without a connection & ive never had a problem with plusnet till august this year.

Due to all my problems ive had enough of Plusnet so i tried to migrate with a LLU code(given by plusnet) to newnet who accepts them. However Newnet rejected the MAC code saying it was incorrect. they also said the line is with Tiscali and NOT BT, of whom the line had been ceased with them in june and migrated on the tiscali network. This was done without acceptance from me. This is in breach of my contract with plusnet. i only went with plusnet knowing i was on the BT network.

So now as i couldnt migrate over with the LLU code, the only option was to cease my line, to clear it of all tags etc, which is taking place 24th October. I have paid a cancellation charge to plusnet of

Just out of curiousity did you post this also in the Plus.net portal forum plus the PUG one?

I've read that the Comms team won't be answering the questions on there as much as they'd like because they've been taken away to clear the backlog of tickets and also because they have been moving offices.

You probably want to send a paper copy of this to the Plusnet offices in Sheffield too.

Edit: Plusnet haven't had any presence here for a while so don't expect them to reply here.

Good luck!

Edited by caesar_salad (Thu 12-Oct-06 15:58:38)

No need to send it in the post, he has done it through the ticket system and I am now advising on his rights, refunds and help him move away.

Good stuff, I hope that something positive can come out of this.

when i first signed up with plusnet i thought they were brilliant. they have gone so down hill.
rsharma been great he has advised me what to do. thanks again.
ive also written to ISPA today as plusnet have not got back to me regarding anything, and in one instance they closed my ticket i had raised with them.

Hi,

My sister is having very similar issues, and ultimatly plans to leave - I'm sure she'd be interested to know what exactly her rights are

Hi,

If you list the facts as they apply to your sister I will try and help you. I believe the best way to move it forward is to provide information in public threads and this way I can refer other people to it too should the need arise.

Regards,

RSharma

Edited by rsharma (Thu 12-Oct-06 23:14:57)

I will link to the posts I have made thus far in relation to this problem so others can refer to it.

http://bbs.adslguide.org.uk/showflat.php?Cat=&Board=which_isp&Number=2696478&page=&view=&sb=&o=&vc=1

http://bbs.adslguide.org.uk/showflat.php?Cat=&Board=unhappiness&Number=2697268&page=0&view=collapsed&sb=5&o=21&fpart=

http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=unhappiness&Number=2671029

http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=unhappiness&Number=2671576

http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=unhappiness&Number=2672024

http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=unhappiness&Number=2681876

I will also post the ongoing information here so that it can be referenced. I have tried to help a number of people but doing so via PM makes it more difficult because each case is different to the facts but rely very much on the same protections and legal terms. I hope to make them simpler to follow when I have more time.

In reply to:

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I believe the best way to move it forward is to provide information in public threads

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I don't suppose you fancy posting in a public thread exactly what your legal qualifications are so that these disgruntled PN customers can assess just where your advice is coming from.

What exactly are your legal qualifications, if you dont mind me asking.