Plus Net - Do they provide the service they say???

I signed up to Plus Net after going through the adslguide and on to their website. The day I was ment to get the broadband activated - I receive an email confirmation that my broadband has been activated. Only to find that my line is dead - for more than a week. Probably not Plus Net fault but BT. I emailed Plus Net to find out how they knew my line was active, when in fact it was dead and whether I would be charged for not having broadband for that period. ITs been more than 14 days and no replies.

Also the package I had signed up for was Plusnet Broadband Plus ?14.99 - Usage allowance 4GB peak times, 50GB off-peak times. I log into the control panel and find my allowance to be 1GB only. I had emailed support to find out what was going on and I am still waiting 14 days later for an answer. In the meantime I had already used .75GB and I think they will be charging me for over usage????!! (Extra usage can be purchased in advance at ?0.75/GB or in arrears at ?1.00/GB)

On their website they praised their customer support response time on answering queries but this has failed well well well below of they they promise.

Dennis

Hi there,

I'm sorry to hear of the problems you have had so far.

Can you give me a ticket number or a username so that I can look into this for you?

The activation reports come direct from BT Wholesale, and as I'm sure you will appreciate relate to Broadband activations only, we have no jurisdiction over the telephone service so any problems with that would need to be raised to BT Retail on 150.

We don't offer support via email, only via the online ticketing system in our web portal, so this may be why your issue has remained unanswered but I'd be happy to address any issues and give you a call to discuss them.

If you don't offer support by e-mail why don't you give an automated response to that effect?

Do they provide the service they say

No, as you have found out - PlusNet were one of the industry leaders at one point but it all went horribly wrong, and are now another sob story of poor quality bandwidth; dreadful customer service; useless tech support - in summary, an ISP to steer clear of.

If you can get out of your contract, do so: look Here for some history.

They now say their issues have been addressed, but I would say based on your recent experiences, that's not so.

Good luck - Blue

Ps. I am an ex PlusNet customer btw.

And if you can't get online how can you raise a ticket on the portal? These days many people do not have access to dial-up. Phoning is also not necessarily free - expensive even - or convenient.

In reply to:

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Also the package I had signed up for was Plusnet Broadband Plus ?14.99 - Usage allowance 4GB peak times, 50GB off-peak times. I log into the control panel and find my allowance to be 1GB only. I had emailed support to find out what was going on and I am still waiting 14 days later for an answer. In the meantime I had already used .75GB and I think they will be charging me for over usage????!! (Extra usage can be purchased in advance at

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Plusnet: The Truth (Blog)
Formal Complaints Process
Testing Connection Speeds
Plusnet LLU and Your Rights

Hi there,

We do have a range of automated responses directing people to the Help Assistant, however until I've looked into the case I cannot say where the confusion arose.

Hi

Our phone support is an 0845 number, relatively inexpensive compared to some. We are introducing a geographical number for support next month, meaning many customers will get this free as part of their telephony packages.

Fair enough.

Hmmmm...

0845 from a land-line is ok, but I was talking about people without a land-line, (as otherwise they are likely to have dial-up back-up).

Is it too much to ask for someone to check emails once or twice a day? If there are few it's no hassle, if there are lots it is clearly necessary.

By the way, I am not just being awkward, see here.