Having a nightmare with plusnet

Hi all,

Having a terrible time with plusnet, just thought I would post a link to the thread about it on their forum so others can hopefully avoid all the heartache and hassle I have had.....

Its a long thread as it dates back to the 1st of April when I signed up with them to the present day....

It really beggars belief.....

see here...

http://community.plus.net/forum/index.php/topic,8471...

Edited by dogwhisperer (Fri 07-May-10 18:00:54)

Yes your attitude does beggar belief. Since you aren't actually paying for broadband I fail to see how you can claim for compensation as you aren't sufferring material loss.

I'm no fan of plusnet but I have to say that Adam has shown a lot of professionalism in his dealings with you. I wouldn't have put up with your rantings for a quarter of the time he has.

I can only assume you haven't read all the thread and only the last bit, I think I have been very patient considering they have had over a month to fix the issues.....which has included 6 x BT visits and numerous other issues of mis-information and incompetence.....

It doesn't cost much to go to the small claims court, i'm not really interested in the money side of things, I have a case file inches thick full of evidence including the 150 hours of my time I have spent on this so far...I have detailed everything....

I have given them every opportunity to resolve the issues and they have failed.

It will be worth it just to get a court judgement against plusnet as they seem to think they can get away with it by blaming BT.

I've just read through the entire thread on Plusnet's forum and I can only say that BT's handling of the fault is awesome.
However, Plusnet's handling of the situation is exemplary. Adam has been nothing but polite and professional at all times. Something which must take a lot of practice having to deal with BT that much.
Please don�t take this personally, but you do seem to be getting overly stressed about this. This is just a fault with a broadband service, and there are more important things in life to worry about, such as your health. Making yourself ill for the sake of £10-£20 a month is just not worth it.
Put in your position, I�d be tempted to buy a broadband dongle and then ask Plusnet to reimburse you. You get a working internet connection whilst your �proper� line is being sorted out.

The incompetence of companies can beggar belief sometimes, but if you can�t do anything about it, then there�s no point getting stressed about it.

Good luck!

In reply to a post by dogwhisperer:

It doesn't cost much to go to the small claims court, i'm not really interested in the money side of things, I have a case file inches thick full of evidence including the 150 hours of my time I have spent on this so far...I have detailed everything....

Without wishing to add to your stress which you say is affecting your health, I would suggest that you consider asking for a full refund of ALL of your payments to PlusNet and then cut your losses and take your business elsewhere.

It is possible that the court may decide that PlusNet has made "all reasonable efforts" to resolve the problem with your Line and has failed through the inability of its "supplier" to provide the service.

I have given them every opportunity to resolve the issues and they have failed.

You should consider that you have had the attention of a Customer Support agent and a Manager at PlusNet devoting a substantial amount of their time and efforts to try to resolve the issue. The Court will probably find that PlusNet has not been "negligent" in its contractual obligations and will consider this in the award of any claim for damages.

It will be worth it just to get a court judgement against plusnet as they seem to think they can get away with it by blaming BT.

Domestic Broadband is a "Wires only" service provision and the products do not offer Engineer assisted installation. PlusNet are re-selling a BT Product and in this context, BT is their "Supplier". It is irrelevant that PlusNet is owned by the same holding company as BT Wholesale and BT Openreach which respectively sell and service the Product. Also, ironically, Regulation prevents PlusNet getting any favourable treatment from BT Wholesale and BT Openreach in resolving your issue.

I realise that Broadband is a service and that the comparison is not totally valid but if you had bought a product from a srore and after replacing the product 3 times, the store was still not able to provide you with a working product, a fair resolution may be judged to be a refund in full.

I hope your health improves soon .....

My response to gromits post....

You couldn't have read it all or you would have noticed that I am disabled and with my condition it is not easy for me to get out that much.

The internet is very important to me as it gives me access to the outside world....without that I become even more withdrawn and insular from society and the world in general...

I don't share your view about plusnet, in my view they have been extremely poor at resolving the issues....

Its easy for them to talk a good game, but its action I want not clever responses....

Edited by dogwhisperer (Fri 07-May-10 22:19:23)

In reply to a post by Wheel_Nut:

In reply to a post by dogwhisperer:

It doesn't cost much to go to the small claims court, i'm not really interested in the money side of things, I have a case file inches thick full of evidence including the 150 hours of my time I have spent on this so far...I have detailed everything....

Without wishing to add to your stress which you say is affecting your health, I would suggest that you consider asking for a full refund of ALL of your payments to PlusNet and then cut your losses and take your business elsewhere.

It is possible that the court may decide that PlusNet has made "all reasonable efforts" to resolve the problem with your Line and has failed through the inability of its "supplier" to provide the service.

I have given them every opportunity to resolve the issues and they have failed.

You should consider that you have had the attention of a Customer Support agent and a Manager at PlusNet devoting a substantial amount of their time and efforts to try to resolve the issue. The Court will probably find that PlusNet has not been "negligent" in its contractual obligations and will consider this in the award of any claim for damages.

It will be worth it just to get a court judgement against plusnet as they seem to think they can get away with it by blaming BT.

Domestic Broadband is a "Wires only" service provision and the products do not offer Engineer assisted installation. PlusNet are re-selling a BT Product and in this context, BT is their "Supplier". It is irrelevant that PlusNet is owned by the same holding company as BT Wholesale and BT Openreach which respectively sell and service the Product. Also, ironically, Regulation prevents PlusNet getting any favourable treatment from BT Wholesale and BT Openreach in resolving your issue.

I realise that Broadband is a service and that the comparison is not totally valid but if you had bought a product from a srore and after replacing the product 3 times, the store was still not able to provide you with a working product, a fair resolution may be judged to be a refund in full.

I hope your health improves soon .....

Thanks,

I will take my chances with the court, I could take my business elsewhere but I have invested far too much time in this to just walk away from it now.

The court won't allow the supplier excuses as you mention.

Its not going to cost me much so I might as well have a go, I have seen reports of successful claims in circumstances not a bad as mine....

My contract is with plusnet, its up to them to resolve the issues....

In reply to a post by gromit69:

I've just read through the entire thread on Plusnet's forum and I can only say that BT's handling of the fault is awesome.

I haven't read the linked thread, but do you really mean awesome?

Or awesomely bad, possibly atrocious?

Or is "awesome" another word where the meaning has reversed recently and I am out of touch?

I'd go for awful father than awesome