Would you recommend this ISP?

I'm looking for a new ISP and wonder, would you recommend this ISP?
Cheers

Who are you with now and are you unhappy with them and if so why? Or are you just thinking it's time to look around?

Any idea how much you download/upload in a month, do you use torrents/other p2p or iPlayer or other TV View On Demand/catchup, do you do gaming?

Or is it just browsing, internet shopping and banking and so on?

How much would you like to spend, how much at the moment, and top that you would pay?

Also, strangely, it can matter how good your line is - in particular the sync/connection speed. And what is your exchange? So we can see what your alternatives are.

Plusnet are very good for some people and only medium for others, depending on what is required - see above.

When you say medium for others, what makes you fall into that category exactly?

Why have you moved from Newnet?

Hi,

You will get more comprehensive answers if you explain what you will mostly be using it for.

I've had very few problems for a number of years now, although my requirements are fairly modest (I'm not a big gamer, and don't use torrents).

I certainly wouldn't choose it for the e-mail account, as I've had numerous problems with that over the years - to the point I gave up using it. But PN have always styled that as a free extra anyway, not part of the core service you're paying for, so it's up to you whether you make use of it or not. As there are so many alternative mail providers out there, it's no big deal to find something else that suits you.

Hope this helps.

T.

In reply to:

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When you say medium for others, what makes you fall into that category exactly?

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Sorry, I don't understand the question. Did I say I am an "others"?

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Why have you moved from Newnet?

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Full details. But I don't see the relevance of that to the OP either.

Bob's made a perfectly valid point.

We're not the ISP for everyone. If you want to download Usenet at line rate, 24/7 we're not the ISP for you.

However, if you're looking for an ISP that provides a quality internet connection with high level of customer and technical support, then we may well be the ISP for you.

Our traffic management methods ensure that browsing, streaming, VoIP phone calls and so on are not impacted by larger volumes of P2P and Usenet traffic. However, during off peak times, these will be quicker. The easiest way to describe it is to have a look at this page, which will show you what speeds "advanced" protocols run at during various times of the day.

http://www.plus.net/support/broadband/quality_broadband/speed.shtml?link_bbyw_view1=speeds#Option2speeds

If you've got any question, give me a poke

In reply to:

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We're not the ISP for everyone.

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Exactly. No ISP is right for everyone. But when appropriate I recommend Plusnet.

No you never said you were an others.....what would make 'one' fall into that category would be the queens english I was looking to grasp hold of

My using of 'you' didn't actually mean you as in yourself

And I thought the relevance to the op and myself might be good since Newnet could be an option to either one of us, didn't see point in starting new thread to ask you if you happened to leave for any particular (nasty) reason.

Edited by deleted (Wed 03-Dec-08 10:50:57)

Caveat Emptor.

If you can fathom the intricacies of the network it may suit you.

Be aware of enforced maximum download rate-limits on packages;

Download Rate Limits

Enforced maximum upload rates;

Upload Rate Limits

Rate limits on specific sites and servers;

Download Sites and Servers

Note the 'Akamai' server restrictions which affects a lot of popular sites not specifically mentioned i.e. Windows Updates etc.

And trafffic priorities;

Traffic Prioritisation

Also the effect traffic prioritisation has on dropped packets which increases latencies and reduces bandwidth speed;

Packet Drops

Note that traffic prioritisation drops a percentage of all packets classed as 'Gold' or lower during peak time.

If you are aware of all these factors you can then make an informed decision.

Personally, I would opt for Bethere if your exchange is enabled.

In reply to:

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However, if you're looking for an ISP that provides a quality internet connection

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Subjective.

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with high level of customer and technical support

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Objective.

Newnet is excellent, as you can see from that link my move was largely on cost grounds, with a marginal increase in speed. (Actually partly achieved by forcing ADSL2 rather than ADSL2+).

The two extremely relaxing parts are having unlimited on O2, and the lack of the BT Profiling system, so a short low speed sync is cured as soon as you re-sync high again.

But we are off topic. To get back slightly - Newnet is considerably more expensive than Plusnet and I doubt if Newnet is as good as Plusnet for gamers - but I don't do gaming so just surmising.

Edited by RobertoS (Wed 03-Dec-08 11:33:25)

Sorry you can say that about any ISP, its not PN specific.

PN pings were very good for gaming, actually better than my current ISP at the moment. For the right user, PN is very good, but as James said PN is not for everyone

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Sorry you can say that about any ISP, its not PN specific.

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If you referring to my 'Subjective' comment, I totally agree, and of course James does not have a biased opinion of the ISP who employs him...

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but as James said PN is not for everyone

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Certainly not, but I disagree with the reasoning;

"If you want to download Usenet at line rate, 24/7 we're not the ISP for you."

There are plenty of scenarios where Plusnet would not be suitable. Updating a dozen websites regularly, FTP is restricted on all but one package and classed as 'Gold', packets will be dropped peak time no matter which package intentionally. I could give a dozen other examples.

Not all users requiring consistantly highspeed bandwidth download porn or pirated software 24/7.

yes there are plenty of scenarios, but someone that updates a dozen websites regularly etc should be a lot more savvy on the service they need than the most of us. It just confirms the fact PN are not for everyone. I think they are clear on their service, but I'm sure it can be improved still.

I'm not sure what you want PN to do....close?

I suppose as a customer of Plusnet I eventually felt let down, turning what was once a brilliant network and well repsected ISP into the convoluted mess that it is now.

I also consider that less savvy users signing up are being duped by the glossy website, when in real terms they are experiencing a crippled broadband experience, even though all the network info is freely available, making head or tail of it is a different matter.

Also the prioritising of protocols over others goes against my principles of net neutrality, and realising it is done as a commercial, money spinning move rather than the professed, 'making the BB experience better' sales pitch. I.e cramming users on to an oversubscribed network.

I think Plusnet would have been better off adding more capacity rather than stuffing more users onto a crippled, throttled network, they certainly would have retained the 'discerning' userbase and kept the respect that they once had from many more technically minded people.

I should really just avoid this subsection altogether as my attitude will never change unless Plusnet do.

I could go through what you've said point by point, but I'll summarise instead:

What a load of utter rubbish!

I think rather than a general argument about Plusnet's good and bad points, perhaps we should wait for feedback from the OP so we can discuss his specific needs?

Nothing else is really relevant at this stage.

Totally agree

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What a load of utter rubbish!

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Perhaps you would like to do some reading to understand what I am talking about;

Net Neutrality and Consumer Access to Content

3. Quality of Service and on seems particularly relevant and may ring some bells.

Edit; I meant include this link as a follow up;
Telecoms Reform
"The new regulatory framework is expected to become law in all 27 EU Member States by 2010."
"In addition, national telecoms authorities will be able to take action in order to secure minimum quality of service for internet users in order to maintain, if necessary and appropriate, "net neutrality" in Europe."

Minimum QOS for all protocols hopefully.

Edited by deleted (Wed 03-Dec-08 16:33:26)

That article presents a good argument for why ISPs should not be allowed to favour one content provider or source of content over another when managing their network. Is it a surprise to learn that that is a stance I (and as far as I know everyone else at Plusnet) would completely agree with and support?

Where we disagree is the idea that an ISP doesn't need to manage it's network. It would be like a world without traffic lights and speed limits - It just doesn't make sense. For us to operate with the commercial constraints we have (ie our customers couldn't afford us and would choose a competitor if we provisioned enough capacity not to have to manage the network) we have to slow down some traffic at some points of the day.

Our approach is actually really simple if you start at the goal. We prioritise time sensitive traffic over non time sensitive traffic. We do that to try and create as negative an impact for our customers as possible. Because there is a complicated system behind that, we do sometimes get it wrong, but we have a clear working for reviewing and addressing any examples where our simple principle isn't adhered to. Have you seen any reason to believe that isn't the case?

Ian

You seem to want PN to be something that the management team at PN perhaps don't want to be anymore, that is an ISP for more technically minded like Zen. your only choice is to offer BT some cash for PN........

My experience of the network prior to leaving was fine, I had good pings in the evening for gaming, download speeds were OK for the things we did, the peak limit was fine. Why did I move? to save money not because of service. TBH our household habits have changed under O2, we use iplayer et al a lot more now, because we can probably as O2 are less restrictive and probably like PN used to be...sometime the grass is greener.

Would I go back probably not, but that is to do more with the difference between LLU and BTw rather than ISP specific, I don't want to go back to BTw product.

In reply to:

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We do that to try and create as negative an impact for our customers as possible.

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Perhaps "We do that to try and create as little negative impact for our customers as possible." would be better wording?

Yes I remember you saying previously you were impressed with them, I don't think Newnet and considerably more expensive, couple of quid in it per month when I last compared.

With the line about usenet 24/7, I don't even know what it is, binarys and FTP etc.

I do browsing, nothing more so should always come under NR.

I should have given a wee bit more detail in my original question.

At present I'm with Sky for TV & BB but as I don't really watch much TV I decided to cancel my TV but this also cancels the BB so that's why I'm looking. Before sky I was with Vivaciti and had no complaints with the service. I moved to Sky as I was promised that the BB would drop to �5 just as soon as they had installed their equipment in my exchange. One year later I'm still waiting.

At present I use BB for emailing, banking, surfing, a little bit of torrent download and I upload to 2 websites. I can't tell you in Gb how much I use as I don't think you can get that info from the site site.

I have a mobile with Orange but don't want to go to them as I don't want an 18 month contract and because I hear so many horror stories about their service.

I guess I'm looking for an ISP who can give me the above mentioned services with a monthly contract and for a reasonably good price, sub �20.

I hope that helps you guys.

Apart from the "little bit of torrent download" BBYW option 2 at �14.65 per month which gives you a 15GB per month peak time allowance sounds like it should suit you.

Have you any idea how much your torrent downloads come to (don't forget Plusnet count down and up)? If it would take you over the 15GB could you schedule your torrents for between midnight and 8am when it is unlimited?

I don't think I'll go over 15Gb although I can't give definite past figures.
Downloading after midnight is no problem. Also what is BBYW?
Scrub that I've got it!!!!!!

Edited by ticfan (Wed 03-Dec-08 18:44:31)

Just had a read of the T&C and although it says contract is monthly if you leave before 12 months you have penalties to pay. I don't need a router as I have one at the moment so do I need to take their one?

No.

Just to add my two pennies worth in .!!

After moving from Newnet which as Bob described is an extremely good ISP !! I did so with a little apprehension !! I know it is still early days but for my limited use about 4- 5 GB a month the speeds and consistency of connection has been up to Newnet standards and what a relief at not having to think twice in downloading a large file in-case it uses a lot of my bandwidth up .

I maybe out of order to say this I just began to feel a little uncomfortable with Newnet I cannot tell you why!!! I just could not put a finger on it .( perhaps I felt Newnet had just lost touch with there customers )

As far as Plusnet goes so far so good they seem a pretty straight forward company to deal with and glad i jumped from Newnet to Plusnet

I moved to Plusnet fron Newnet just over a year ago and have been very satisfied with them.

I do not think the entire article is relevant to Plusnet but I believe some of it is.
I know your network is not in any way designed to stifle competitors, but it has become a tiered network, inadvertently perhaps, but tiered nonetheless. It can be argued that the end result does prioritise content.

The majority of packages prioritise protocols over others, which is an important factor in the current European neutrality debate. Whether or not prioritisation is implemented for traffic management reasons or competitive reasons is really irrelevant, the network has become non-neutral.

Edited by deleted (Thu 04-Dec-08 17:31:35)

I moved to Plusnet from Newnet just over a year ago, and generally have been happy with the service and value for money.

However, I have changed package twice, and neither time has it went smoothly, which can be quite aggravating. It seems that only sometimes can you hit lucky with the customer services.

I would endorse Dieselglider�s comment regarding the fact they do have big problems with Customer Services / accounts and the way they handle transfers. My migration on the 30th October resulted in a 6 hour disconnection and a few phone calls to PlusNet to get things moving.

I have been with them for all of one month now and I am really questioning the judgement of my move. Some folk will remember an earlier posting when I said I had been charged a �40 connection fee in error when migrating. Although I informed them on the day their advance billing email arrived, I was told they could not stop the direct debit. Faced with the threat of disconnection hanging over me I went along with allowing Plusnet to take the �40 and arrange a refund.

To cut a long story short, by the 18th November I still had not had a refund even though they claimed to have processed a refund to my bank. Fed up waiting I initiated a direct debit indemnity claim at my bank and had the �40 charge refunded. I told PlusNet by phone and by ticket. It was then a total surprise to find without warning I got my connection severed two days ago. NO contact, not even a phone call.
Not thinking for one instant I had been suspended I thought there was something up with my home setup or perhaps the snow ! I spent a good two hours substituting components and testing. I then rang tech support where I was told the good news! Thankfully they temporarily reconnected me but asked for a bank statement because they did not believe that after a month I had not been double refunded. I faxed a statement in covering the period up to the 2nd December and requested someone contact me to explain the draconian customer service because my statement did not show their alleged refund.
Guess what? Still waiting for that call two days later.

Not a major issue for some folk no doubt but just consider I had moved from MAAF to Plusnet �one and the same company -so my prior payment pattern was already proven, so did they have to cut me off given the fault was theirs in the 1st place and not even bother to speak with me?

I have posted in a complaint. Do you think I should hold my breath ?

EDIT added
**Latest. Would you believe it, just had the latest advance bill for option 2. -Still advertised at �14-65 on the web site but my bill says:-

"This advance notice is to let you know that a payment of �15.65, for your
PlusNet Internet account will soon be taken, on or after 09/12/2008. This
email is for your information only, as no action is necessary on your part
to complete this payment."


How difficult can it be to get a customers bill correct ? Basic Option 2 is a set sum.

Aghhhh !!!

Edited by Acegio (Thu 04-Dec-08 19:58:30)

It looks like you've got the optional �1 domain added to your account.

Check here and opt-out if need be.

(This problem was meant to have been resolved months ago - the �1 domain option seems to be added by defualt when it shouldn't be.)

Thank you Paulby
I have just viewed the page you kindly linked me to. I can see the Register or Opt out buttons but before I press the opt out button, is there a page I can view that confirms I am already opted in?
I would have expected only one button to have been active with the other greyed out so people know.

Looking at my Accounts page and account summary the display still says:- PlusNet Broadband Your Way Option 2 with included 15GB bandwidth �14.99(monthly).

Sorry to be a pain but I am finding the Plusnet site a little hard to navigate at times .

If you've got an opt-out button you're opted in!

(You have an opt-in button otherwise)

To confirm, you need to go to Help and Support and click on My Questions.

You then need to select "show all questions" and look at all the service notices on your account on the day it was set up (you'll need to click on the + on the notices or use the expand all button). You're looking for one that says the �1/month domain component was added. The wording will look something like:

"Component #11286797 (Generic Included One Pound Domain) added to account as part of upgrade process as Customer has opted to
pay �1 per month for .co.uk Domain or has not made a decision so
component has been added by default."

(Text taken from service notice on an account)

Edited by paulby (Fri 05-Dec-08 07:54:46)

I used to use plusnet some years back and changed at the time because they were starting to move people onto Tiscali's LLU network and my exchange was one that was likely to go - so I jumped before that happened (they don't put any new customers on this now and haven't for some time).

My brother was on Plusnet and moved when Sky became available as plusnet can't hope to compete with a �5 all you can eat buffet that Sky offer on LLU.

My parents and my uncle are both on Plusnet still - one has option 1, the other option 2. For the respective prices these products offer excellent value for money for their requirements - and if their requirements change they will probably still find a package at plusnet that suits them.

Neither are heavy internet users and they aren't technical. They don't notice any problems with using the internet and my uncle who has been on since last Xmas commented the other week that the connection has been excellent. I also use my parents connection from time to time and have never had any problems with it and plusnet have been providing a good service.

But, to echo others - whilst plusnet is great for these people they are not the answer for everyone. I use BeThere now because I can get higher speeds. Others that have heavy demands or technical requirements may look at someone like Zen. But for normal internet users who use the internet as a resource rather than a way of life then plusnet can be a very good choice.

And I have to say that I find the member centre provided by plusnet to be excellent - providing control and information about the broadband account. The ability to switch from static to dynamic IPs with a click of the mouse, to view the amount of usage for an account (and what day that usage occurred, to be able to configure various account options, upgrade and downgrade the account, etc, etc is a brilliant facility that more ISPs ought to be offering.

I am now going to take breath and cease this magnum opus - sorry for boring everyone to tears...

Thank you for tha Paulbyt, you were right I did have an entry like you said. Processing the matter now.

I had a nightmare with plusnet. A couple of years ago after months of hopeless patchy service with no tech support I finally got out of my obligation period, and with a great sigh of relief ordered my MAC, and thought finally Id see the back of them.

No, because AFTER the MAC was provided, and before I could use it they moved me onto LLU, which at the time was not migrateable from.

I was left with cancelling the line and paying BT 80 quid and weeks of downtime to reprovision with my new provider, or relying on Plusnet to sort it out. This happened to many others and we were all furious.

I did the latter and have never been so disappointed or poorly treated by a company about anything. They did nothing to help me, didnt answer tickets, had a wait time of hours to get through to their useless call centre. I also received one of the rudest emails I have ever had from some idiot in their customer services telling me , basically, that I had inconvenienced them and should stop complaining.

After a kafkaesque fiasco of utter bumbling incompetence and miserable unhelpful cs people, that lasted 6 weeks, they eventually managed to migrate me over to Eclipse. Which at the time was a cool swim compared to HellNet.

Theyre owned by BT now, and if the personnel have changed they may be marginally less incompetent than before. As their staff still seem to be trolling the interwebs trying to convince people their ghastly traffic management system is a good idea though, I sincerely doubt it.

Their assertion that they provide some sort of personal service is laughable as well. Go with o2. Pay less, download what you want when you want, and have tech support whos job is actually to help you not fob you off.

I know what you mean. They appear to have the most discourteous Team leader management a company could ever hope for. I am still waiting for an urgent return call requested on the 2/12/08 -by their own staff- plus my own ticket updates requested since.

I found the CSC staff actually helpful and polite but they can only go so far and that is where the Team leader appears to let the side down by not involving him / herself when obviously the need is there.
The need for a return call by someone who can sort out the problem at their end is very important to me (I got my account suspended without being informed on the 2/12/08. No prior explanation or advice re what I had to do to correct it. Yesterday I received a Final Reminder of a missed �40 billing. For what ???

You would think in such cases the Team Leaders would only be too happy to sort out the problem ASAP when brought to their attention and not antagonise a new customer. Perhaps it can be sorted in seconds ???
I should add that as far as I know my subscription has been paid in full and my next payment advised by email is due on the 9/12/08.

As general advice to anyone who reads this, please be vary cautious of Plusnet and look further than the broadband cost because things are NOT as good as the awards they publicise might suggest. I am finding this out the hard way and I mean the HARD WAY.

A couple of years ago??? It really does not bear any relationship to the current day .. just a sign that you want to have a go.

I had a line problem which was significant and was resolved very compentently. They have always been courteous and helpful.

Ian, see http://www.spiegel.de/international/spiegel/0,1518,448747,00.html looks like it works better with no signs/traffic lights ;-)

Ben

Edited by BenOHara (Sun 07-Dec-08 14:09:43)

"A couple of years ago??? It really does not bear any relationship to the current day .. just a sign that you want to have a go. "

You bet I do - I hate Plusnet with a passion!

:-D

The last few posts in this thread don't look good from outside.

First the problem should have been sorted long ago.
Second a PN rep asked for a PM of the user details on Thursday, which the user says they sent that day.
Today a different rep says the guy is on leave this week, please send details in a PM.

Communication? Or what?

I would, this is my third ADSL supplier since moving out and they are by fat the best. I play online games most evenings so the gamers package is perfect so I get the lowest latency possible (11ms-20ms) on most UK servers every evening. Plus I can leave my second PC on downloading overnight as this doesnt effect my monthly usage! Perfect.

Previous suppliers didnt seem to understand the problems I was having trying to play online games at peek times and me not being happy with 150ms+ which is worse than I had on ISDN years ago I assume the problems with previous suppliers was the case that they had to many customers online for their pipes to handle properly, Plusnet do NOT have this obvious oversite on the other suppliers part.

Edited by deleted (Tue 09-Dec-08 10:51:54)