Would any anyone has an explanation as to why BT with its 7.6 million subscribers versus just under 1 million for Plusnet, have less issues and problems reported on their respective forums here? I am just curious.

In reply to a post by ajb1946:

Re. PN's customer help problems. I phoned them mid-afternoon on a weekday about two weeks ago. The phone was answered after just a couple of rings and my problem was sorted out in about 30 seconds! Personally in nearly 7 years I have never had a problem with their customer services.

I had an online chat with them twice earlier this week when my email server played up. I got to chat with someone within a couple of minutes. Of course it turned out to be my fault anyway (router needed powercycling not just restarting :-/ ).

BT attracts those who prefer to engage via the phone

PlusNet attracts those who prefer to do it all online and has always had a more vocal community, both when things are good, i.e. chasing their referral fees and if things misbahave

Thanks. Interesting.

I've got a feeling that a significant number of Plusnet users who prefer to engage via the phone were put off for life from engaging with Plusnet that way when they had their well publicised waiting time problems.

In reply to a post by alext05:

Would any anyone has an explanation as to why BT with its 7.6 million subscribers versus just under 1 million for Plusnet, have less issues and problems reported on their respective forums here? I am just curious.

My problem I had a couple of days back was due to work done at the cabinet, someone broke a crimp on my line, so it would have happened who ever I was with for Fibre.

I had a bit of a problem with low speeds after, but that is now sorted and to be honest I know I have only had plusnet for a couple of months, I have had no real problem until now and when I phoned them up they answered pretty quick.

Better customer service than what I have had from other large providers,, but most I have got in touch with CS for other people.

I have heard that plusnet seems to be struggling, but not found it here.

Thanks, I have been with Plusnet for 18 months now and found them, on the whole, to be fine.

I am happy to stay with them for now but there are certain things that I am closely monitoring at the moment (gateway issues and peak time speeds that users are reporting on their own forums) that might be pointing to the fact that network is starting to struggle a bit with the number of users, although Plusnet are claiming that they keep adding the capacity all the time.

I hope that whatever the problems they are fixed soon, but not sure I would be coming myself to another 18 months in order to get a deal.

In reply to a post by alext05:

Would any anyone has an explanation as to why BT with its 7.6 million subscribers versus just under 1 million for Plusnet, have less issues and problems reported on their respective forums here? I am just curious.

A point I have always noticed, but don't expect you will get an explanation here. Stated here many times that folks mostly only post when they have a problem, so that is the difference between the two

I suggest the vast majority of BT Broadband users simply think that what they've got is what there is. Until they get a hard fault, which happens with any ISP.

The Plusnet complaints I see here tend to be people who know a little more than that and want things as near perfect as possible.

Huge disparity in numbers of subscribers should have created at least a parity in numbers of issues reported, I would have thought, given the fact that folks often say here that the bigger the ISP the more problems would be reported.

I am guessing we are not entertaining the thought that the BT network (at this point in time, I would like to add, not over some historical period) works just a bit better maybe.

The BT network is generally fine. The usual issue you see with BT is that when it goes wrong the support can be difficult to deal with. Same is true of Sky and PlusNet (although PlusNet are better when they are good but they have their bad patches).

PlusNet can at times run some of their backhaul very hot and overload it. BT and Sky generally don't see those issues so much - BT is such a large scale that they can generally smooth the peaks and troughs in backhaul.

Top notch support comes from the likes of A&A. Bottom end support is potentially the likes of TalkTalk (although recent reports suggest most customers are now happier with them).