Plusnet

I have been with PLUSNET for over five years, I have spent the past three weeks requesting a M.A.C number, after sales staff ringing me up, and offering deals not to go, I finally threatened Plusnet with the Regulator, and late at night on the 18th March, I finally got my M.A.C code, to late to avoid another months payment, Ah`Well if I get the timing right next time, I am gone, been taken over by BT for 67.million, Two Top Directors leaving the sinking ship, one the CEO, the other the FINANCE director, does it smell or what, avoid at all cost, and that`s what it has cost me over these years.

I think you will find that the PlusNet issues have been well documented on this forum, and can I suggest for the future that if you want to offer some [valid] advice if would be better received from a registered person rather than anonymous, and maybe on the ISP's forum!

But I do agree with you

Blue

In reply to:

---

I finally got my M.A.C code, to late to avoid another months payment,

---

Dont Plusnet start the notice period from the date of REQUEST of an MAC?
They did when i was with them.......so you may not have to pay the "extra" month.
In any case i would certainly dispute it, due to their stalling tactics

Purdy

Absolutely - We'll provide a refund of any unused credit after the 30 day notice period (Which starts when you first raise the cancellation ticket). Just let us know when the migration has taken place via the same ticket and this can be processed for you.

Give us a shout if you have any problems.

Ian

Shouldn't you be investigating what appears to be a breach by PlusNet of the new Ofcom regulations? Perhaps you might want to ask for a ticket number? Or ain't you bovvered?

Simon

Simon.
I must say that posts such as this tend to give credence to those that think you may have a personal agenda on this.

It was the " Or ain't you bovvered?" bit that I found unnecessary, knowing the history between you two I am not naive enough to believe it was anything other than a jibe.

The Anon poster can certainly post details of the dates that the MAC request was made with ticket number perhaps and most certainly chase the issue if regulations are broken, but more information is required for this I reckon and the subject of the post which was refunds, and has been addressed.

In reading the OP I am not clear as whether the op has actually moved yet insomuch as the reference as to "getting the timing" right. You have to pay for a 30 day notice period whenever, but I reckon if a formal request for a MAC is made on your payment day you should not have to make any further payments, but I stand to be corrected on that.

I've been with PlusNet for around 5 years now, and got VERY close to leaving last year whilst the period of attrocious customer service was ongoing. There is no doubt that at that time, things were bad. Very Bad. However, I'm now of the opinion that things are much better - one doesn't have to routinely wait for 2 hours or more to speak to a customer service rep for example - it took me around 5mins last week. I see the acquisition by BT as 'A Good Thing' (tm) and have cautious optimism about the future.
Certainly a look at the forums here suggests that things have improved markedly. In the depths of despair last year, these forums were full of unhappy PlusNet customers and ex customers. It doesn't really seem like that to me now.

However, stories like this one are cause for concern. It is my understanding that in the normal way of things, an ISP is obliged to issue a MAC within 5 days of the request and if PlusNet are not following this code of practice maybe things have not improved as much as I thought...

Have I just been lucky recently or has the OP just been unlucky... what are other plus net users experiences at the moment?

I'd be happy to address a ticket discussion that showed differently, but I'm as confident as I can be that we are dealing with MAC requests well within the guidelines layed out by Ofcom.

It's just gone up on our site, and there are still a couple of tweaks to make, but the granular details of how we process cancellation requests have been published on our website here.

Ian

In fairness to Plusnet, one of the things that they couldnt be faulted on, in spite of them not being signed up to the previously voluntary code of OFCOM, is the speed at which they issued MACs

Purdy

It's a nice twist in "Which ISP?" to be saying that one thing they could not be faulted on is the speed of issuing MACS!