Rejoining

I left Plusnet last year (fed up with slow speeds).

I'm now in a position where I'm looking for a new ISP (moved house and despite several emails got no response from my old ISP), so have things improved at Plusnet???

One of the reasons I'm recosidering is that I missed the ticketing system and graphs etc!

We believe that things have improved and are still improving, certainly in terms of customer support and turnaround time on tickets/calls.
Have a look at http://csc.plus.net for the latest info about call waits and ticket turnarounds.

We also invested in new capacity earlier on in the year and also have a range of new products out which may offer you a product better suited than our previous offerings. The new products have clear outlines of the expected speeds across a number of protocols, see these pages for more info:-

http://www.plus.net/residential/broadband/

http://www.plus.net/support/broadband/quality_broadband/speed.shtml

Good place to start is the "Compare" facility on this site. Here is an example,
http://tinyurl.com/33g6gm

I'm migrating away from PlusNet tomorrow after 4 years. In the last year, I was moved to LLU without consultation (which also caused a week's worth of downtime), had constant disconnection problems, slow ticket responses, inaccurate broadband usage and it then took 4 months to move me back from LLU to IPStream. There's also been the recent webmail problem. Enough was enough for me. It's nothing like it was a couple of years back.

However, saying that, they do appear to be more responsive than 6 months ago and definitely more open. Whether that's enough for you, I don't know. Certainly not for me having to live through it.

Personally, I think there is a way to go yet.

hmmm speed still seems poor when compared to others

>However, saying that, they do appear to be more responsive than 6 months ago and definitely more open.


Think we will know how much more open PN are when they get round to answering the questions about the web mail breach.

What I would ask yourself is what you want from an ISP ?

If you want a very fast connection and to download alot of P2P then Plusnet would not be a good idea given the current range of products. If on the other hand you are not a large downloader of P2P, enjoy online gaming and normal downloading then you will find Plusnet is fine. The support over the phone is good and they are active in forums here and on the Plusnet forums.

In reply to:

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........and they are active in forums here and on the Plusnet forums.

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To be fair, IDNet, Newnet and Entanet resellers are also active on here.

I've been with Plusnet for about 3 years. I actually used this site to help decide to chose PlusNet.

But about 18-24 months ago, the customer service became extremely dire (as you probably know having been with them). I would be hanging on the phone for an hour or more waiting for someone to answer the phone, whatever time of day or night. It was appalling.

However, I have just recently moved house and the service was vastly improved. All calls answered within less than a minute and always very helpful.

There was a problem with the re-connect and I was without broadband for over three weeks. But it was entirely a BT issue and Chris at PN helped in every way possible. WIthout his intervention and help, I woudl still be waiting! He also refunded the money for the lost time a further monthly fee refund as compensation.

So, I have had a mixed bag with them. Up until the move I felt they were dire and I was planning to leave them.
Following the move and the customer service I got (particularly from Chris) I am now staying. This is partly due to the fact that there is no particular ISP who stands out from the rest and you can find at least one horror story for each of them.

I think they have recognised the value of customer service, which is what is important to me. But as someone else pointed out, it depends what you want from your supplier.

If you were happy with them prior to last year, you will probably be happy again.

Chris

You need to be aware of Plusnet's traffic management policies which mean at certain times of day, depending on protocol and selected package, you will not attain speeds over 50Kbps no matter how fast your connection

http://www.plus.net/support/broadband/products/broadband_your_way/experience/speed.shtml

Also be aware of traffic prioritisation which, depending on protocol, means packets will be dropped, resulting in poor performance:

http://www.plus.net/support/broadband/quality_broadband/traffic_prioritisation.shtml

Edited by deleted (Fri 01-Jun-07 11:03:06)