just wanted to share my horrible experience

I had an extremely negative experience with Plusnet. It all comes down to the fact that they have no customer service at all. It is impossible to get in touch with anyone. In addition, I was charged for a month of service in which they were not able to provide me with a broadband connection, and when I complained about this and demanded my money back, I was told that there is nothing that could be done about this because it's company policy. So I spent 15 pounds on my last month when I did not get any service from them, and during which I spent a lot of money on dialup connections just to try to get in touch with them.

When I moved houses, I followed Plusnet's house moves procedure and was told I had to wait 5 working days to get reconnected. More than a month later I still had no service, and after innumerable emails to them - they have no phone customer service - I discovered I had been charged for that month! I have complained and complained, but there is nothing to do, they will not reimburse me the money I gave them in exchange for nothing.

This seems like a particularly low way of cheating people out of their money, especially since the only time I actually got a real live person to answer my emails - and sign himself - was when I cancelled my direct debit (before they charged me for a second month in which I would receive no service). The only way I was able to communicate with Plusnet after that was because I googled the customer support person's name and found his personal email. Otherwise, there was no way to access the support section of the website without paying another month, and, as I mentioned, they do not provide customer service in any other way.

Needless to say I would not reccoment Plusnet DSL to anyone. Though it is a few quid cheaper than the next company, it is definitely not worth even half that.

oh boy! This is what this is for......

http://www.moneyclaim.gov.uk/

Silvia, it's as plain as day that they owe you a refund and I would be pleased to help you get it. A number of people have posted similar tales here but as soon as PlusNet saw that certain people in this forum were willing to help bring a Small Claims Court case against them, the refunds were quickly despatched. Even if this shouldn't happen, I would be very confident indeed that the Court will award you your refund (plus expenses), should PlusNet allow it to get that far (which they surely won't).

If you can't afford the extra cost of bringing the claim (

Hi,

I don't think it is nesesary to go to court over these amounts if paid through direct debit. Make a claim with your bank against the Direct Debit Guarantee. Explain to them that you have been charged for no service and they will refund you two months worth. If PN try to pursue this amount then come back here and we will try and help with that but I suspect it will be done and dusted. You could also sign up to a new ISP now if the line hasn't been activated. PN charge you a full reconnection fee of

Edited by rsharma (Tue 31-Oct-06 13:47:06)

Yep, that'll work too -- although it would be less satisfying than the public stocks that PlusNet deserve.

Too bad PlusNet are ignoring the Voice Of The Customer, despite their fine (and empty) words. Trouble is that they obviously get away with this kind of stealing most of the time - and it's too lucrative to stop.

Every case gets resolved individually (which PlusNet appear happy to budget for as long as the majority go unchallenged) but who or what can force PlusNet PLC to stop fleecing the customers who don't complain about it here?

Simon