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  1. Hi All We switched over from BT to Plusnet at the back end of last year, just before christmas and since the switchover, I have not had a decent internet connection through the WiFi since. Background: The house is a large old property with brick walls so WiFi is spotty in some areas, to resolve this I have placed access points that are hard wired in where necessary. When the provider was BT there were no problems I could test with a cable or WiFi and the speed would be pretty similar. Since switching over to Plusnet the internet speed through the WiFi has been awful and I don't think I've hit more than 6meg when testing. The reason I know it is not a WiFi problem is because the issues only started when we switched to Plusnet and when testing the internal network speeds they are consistent and the signal strength is also fine given that when I'm testing I'm less than 2 metres from the main router so any interference would be minimal and the WiFi has a clear channel. On top of that I seem to be getting regular dropouts which also aren't being detected by Plusnet. I have been on the phone to Plusnet at least once a week trying to get the problem solved, they sent out an Openreach engineer and after doing all his tests said that there is nothing wrong with the line coming in. All plusnet seem to say is "they can't guarantee wifi speeds" which I understand, however when I'm literally sat less than 2 metres from the main router without obstruction and the speed isn't anywhere near the wired speed, I know that there is something wrong. Having exhausted all options that I am able to, I'm pretty sure Plusnet are throttling the wireless connection somehow which they say they don't do but all evidence points to the contrary. I need a solution to this problem because it is causing me a massive amount stress. Any advice or guidance would be appreciated. Thanks K
  2. Plusnet, a BT owned company, has today been fined £880,000 by Ofcom for continuing to bill more than a thousand ex-customers. http://tinyurl.com/lgdmhyl
  3. Hi everyone, I'd be grateful for any advice you can offer: Plusnet offered terrible service so I reported them to CISAS. CISAS ruled that a) plusnet had to pay us £250, b) get our services working and c) if we decided to leave were not to charge us for any outstanding contract charges. We did decide to leave and in Dec 2015 I received an email informing me I needed to pay a final bill including outstanding contract charges. I responded asking for an itemised bill by post, and pointed out that they were instructed to not charge me for outstanding contract charges. I never received a response to this email, nor an itemised bill. I had prior to December been 'locked out' of my Plusnet online account so I had no means of checking the bill. Early Jan 16 I received another email from Plusnet- again, informing me I needed to pay a final bill including outstanding contract charges. I forwarded the initial email I had sent in December, again asking for the same information. Last week I received a letter from a debt collection agency on behalf of Plusnet. Plusnet have proved themselves to be utterly vile; they know I have a disabled son who suffers from anxiety and they - for many months - would instruct engineers to just turn up without any notice, even though I informed them of the problems this causes, and CISAS ruled in our favour over this issue. I have emailed CISAS with this information but wondered if there was anything else I should be doing and would be grateful for any advice. Thank you.
  4. I am approaching the end of my 12 month contract with Plusnet Broadband Service. I wrote to Plusnet to let them know I did not wish to renew the contact for another 12 months they have e mailed to say there is a £30 cancellation charge to disconnect the Broadband Service. I cannot find any reference to this charge in their Residential Terms and Conditions. Can anyone advise if this £30 charge is legitimate or are they just trying it on.
  5. I switched to plusnet in may this year to their phone and fibre service.. took initial payment by debit card fine no problems.. phoneline changed over really smoothly however, the broadband/fibre date changed without our knowledge.. hmm not happy they apologise profusely and say it was out of their hands....ok so i let bt openreach take the fall 6 months in failure to even get close to the 76mbps more like 12 on a good day. . checked via their bt wholesale web tool which proved my point entirely about speed. . nothing is changed there.. Payments.. hah they are a joke.. direct debit goes.. 1 min later they pay it back into my account then charge me £6.50 for the inconvenience:-x:-x.. and blame my bank saying debit had failed due to insufficient funds. .. i ring my bank about to explode as i know its in credit and they say nope they sent it plusnet sent it back with an error code.. i challenge plusnet on this who say its a bank problem.. hmm not entirely convinced about this. . this goes on in august and sept however octobers went fine then we reach november and guess what it does it again:mad2:.. and they once again say its the banks' fault .. barclays have provided us with proof which i have sent to plusnet previously showing that it isn't a barclays issue and they need to investigate this further as the extra charges are not good for my finances and they offered a £1.50 refund thats it!! at this point i'd have been better going with bt business fibre and getting screwed royally on money.. No one at plusnet is taking this issue seriously have raised several complaints via their online tools and get fobbed off each time.. Ofcom allowed me to raise an issue there but told me it would be quite sometime before they could come back to me.. I'm really at my wits end with anger frustration and out of pocket by their cock ups.. :mad2:
  6. Hi Guys Need some help and advice , i signed up with Plusnet on 13th November everything went fine after few days received an email saying that '' Dear xxxx The order for your service to be activated is due to complete on 2015-11-27 and your telephone number should be 0114xxxx. We now have all the details needed in order to place a simultaneous broadband order, this means that we should be able to get your broadband service working within 48 hours of your phone line being activated. These types of orders can fail on occasion, or be cancelled by the current provider. If this is the case your service will remain with the current provider and we will need to replace the orders. This will then take a further 10 working days to complete. '' Today my phone line got disconnected for 1 and half hour but start working again so i know that Plusnet took over, after that i waited for my broadband to go live but no adsl light on my router. Although it says in email that broadband will go live after 24 to 48 hours of activation of the phone line but when i rang Plusnet to find out whats going on they told me a different story. The guy from the Plusnet told me that BT openreach messed up my order as they were trying to put me on 21cn and 21cn not available till March 2016. My exchange is not 21CN enabled i do not know how can they accept my order as 21CN. He said he will cancel this order and create a new order for 20cn broadband and due to this there will be no broadband till next Friday. I am really disappointed my kids play online games and other stuff i need broadband asap. Can anybody tell if i can cancel with Plusnet and move to another provider ordering new line ? At the moment talk talk giving free new line to new customers and good offers as well. I want to order new line because it will be quicker instead of moving from current provider to new provider, can anyone give me any advice if this be quicker or is there any other options ? Thanks
  7. Hi guys, Need some help i was Plusnet customer since October 2014, on 20th July 2015 i received an email regarding the price rise and been advised that i can cancel without being charged within 30 days. I rang on 24th July 2015 asked them if they could give me better price or i leave, they gave me reduced price but it was not matching with Sky's offer, so i said offer is not good and what the process to cancel they told me that just sign up as normal and that's it. I signed up on 24th July with Sky and the same day received an email from Plusnet that you leaving early so you have to pay termination fee. I contacted Plus net the same day 24th July 2015 and told them the situation, been advised that ignore these emails as these are computer generated since then i started ignoring emails. The problem started when i received another email on 17/09/2015 saying that i have to pay outstanding balance of £9.71 otherwise my name will be passed to their deb recovery department. I contacted again via chat on 17/09/2015 and been told that its cancellation charge and i have to pay because i did not ring to cancel, i said i rang on 24th July 2015 to cancel again been told that they will look into it and solve the problem. After that i contacted Plusnet again via chat on 02/10/2015 asking whats going on been told now i have to pay £23.61 because of cancellation charge, again i told them i made a proper call on 24th July, again been told that they will look into it. On 22nd Oct 2015 my Plusnet account fully closed so i could not see what's happening, i contacted them again regarding this matter been told they cant find any records that i made call on 24th July which is shocking been told i have to pay now no matter what. This time i rang customer service on 22nd Oct 2015 at 18:21 PM, told them all story, he told me he can see a call made on 24th July all they need is to listen this call and they will contacted me tomorrow 23/10/2915 with outcome. I missed a private call on 23rd October 2015 around 13.30PM so i assumed it was from Plusnet so i rang Plusnet and been told nobody rang me today, i told them that i rang on 22nd October and spoke to someone and he suppose to ring back, again shocked with the reply that they cant find any records of that call too and no matter what i have to pay the charge. I asked them to send me call logs during July which she going to send in few days but i am really shocked, please advice me what to do this is totally ridiculous
  8. I am a Plusnet customer myself and recommended the company to my parents when they wanted to change Internet provider away from the Postoffice. However they have had one delay after another. I am trying to get them some help by chasing up their connection date but because I am not the account holder I cannot do anything. I think they are being fobbed off continually and they have been waiting over two months for connection. They have already paid 2 monthly payments but are not connected. I have tried looking into the problem but Plusnet will not deal with me and will not look into this on my say so. I work away from home and cannot get in the same room as my parents for us to be on the phone with Plusnet together. My parents are in their 80's and rely on the Internet to keep in touch with family. Unfortunately they are not pushy enough and are being taken advantage of. When I rang the helpline as an existing customer I would have had to wait 15 minutes to get through, but going down the new customer route the phone was answered immediately. What does this tell us about the company? How can I get help on my parents behalf, does anyone know?
  9. Need some advice so any input appreciated. Moved to Plusnet - both phone line and broadband on the understanding the transfer from my previous ISP would be simultaneous. Didn't happen that way. A router was meant to be despatched but never arrived. I made a phone call to discover it hadn't been despatched - so that eventually arrived late. Received an e-mail from Plusnet advising that the phone was active on the 3rd July and ADSL would follow later in the day. They were apologetic in their mail and advised a small credit (for the phone) would be applied. Not much use to me as I only use that line for ADSL. The ADSL was not enabled and for the rest of the day I had to hook up my smartphone to get on-line which is a bit hit and miss where I live. So on a couple of occasions, I had to visit town to get a decent signal to download a couple of important documents. Next day, 4th July still no ADSL. Got hold of someone at Plusnet who stated it was the fault of Openreach. They pushed a button or whatever and hey presto, suddenly ADSL arrives. So was it really the fault of Openreach. Elected to go with Fibre and received confirmation from Plusnet on the 18th July that this would be enabled on the 3rd August (tomorrow). If there were any problems then they would contact me within 7 days. Received a subsequent e-mail on the 30th July that my fibre was now going to be on the 6th, 7th or 10th August and a router would be despatched which I never ordered. I telephoned Plusnet to complain an was told it was the fault of Openreach - they had cancelled the appointment. Posted my displeasure on the Plusnet forum on the 30th July and at long last a representative of Plusnet admitted they had dropped the ball on this and no one had picked up the error. Also confirmed by them I would receive an e-mail and text on the 30th or the 31st July of the exact date. I simply cannot condone deliberate lies especially when a finger is pointed at another organisation who are totally innocent. Whatever my thoughts about Openreach may be they were the innocent party that were being accused. Nothing received so I managed to speak with Plusnet via their live chat this morning to be informed that fibre will now be enabled on the 11th August. No mention about any of the previous dates - these have now been lost. Complained that I had not received any communication to this effect - more apologies as I should have received notification. So where do I stand on this guys/gals. I feel like breaking the contract and walking away. Sure they will charge me for the remainder of the contract but I suppose I could always try and reclaim that in the small claims court. For a telecoms company they certainly fail when it comes to communicating. All of the Plusnet e-mails - all two of them - mention that if I break the date when Openreach are due to call then I will be charged. Apologies for the long post but really my whole experience in the short time I have been with Plusnet has been nothing short of a fiasco. Any input appreciated.
  10. I SUCESSFULLY SUED PLUSNET/BT IN MY LOCAL COUNTY COURT ! In February 2014 I contacted PLUSNET to install a phone line & supply a modem & broadband at the new house I was moving to. I paid them £72.98, I received confirmation of my order (a contract ?)in the post the following day & 2 appointments were booked for a month later for the work to be done. I moved to my new house & waited, I took 11 hours off work unpaid to be at home for the BT Openreach engineers, but no one turned up, I tried to contact PLUSNET on my mobile several times only to be told I was in a queue & had to wait over 40 minutes, I also tried to contact them by using the local call box - again I was in a queue & would have to wait over 50 minutes. I wrote to PLUSNET to complain & demanded my £72.98 back plus my lost salary circa £400 including compensation for breach of contract & explicitly gave them 14 days to comply or I would take them to the small claims court, their response was to offer me a miserly £25 for my inconvenience & my money back if I formally asked for it, "HOW OUTRAGOUS!" So of course I made a claim through MYCOL the online small claims service, I offered mediation & waited for their response, NOTHING for approximately 12 months ! so a hearing date was set & surprise surprise I start to get phone calls & an offer in writing of £150 to settle this time from BT LEGAL. I now know that PLUSNET in their incompetence failed to book the 2 appointments with their parent company BT OPENREACH thus wasting my time & causing my financial loss. The case was heard on 03/07/2015, PLUSNET/BT didn't even bother to attend simply sending a letter, I had a very thorough, & severe but legally professional examination of my claim & my evidence by the justice I'm not going to mention his name) my award was just shy of £300 & they have until the 25th of July to pay. I shall keep you informed. I would urge anyone who has issues with utility companies be it water/gas/electricityor telecoms to do as I did & use the small claims court – that is what it is there for ! At the time of writing this BT have 5 CCJ’s against them dating back to 2011 (& now 6 with mine) this company & its subsidiaries simply don’t care if they break civil law – it’s time we ALL complain & use the courts to get justice. Eriko.
  11. I was a Plusnet phone and broadband customer until I found a better deal with another company for the same services at a cheaper price. I telephoned Plusnet before my contract ended to ask if they could give me a better deal or at least match the deal I would get as a new customer. They couldn't do it so i signed up with a new provider. I have changed providers many times when contracts have ended and usually have no problems My contract with Plusnet ended on the 15th of June 2015 and I moved to my new provider. I even received a refund from Plusnet for the overpayment I had made from my previous bill. I then received an email from Plusnet saying I owed them money. I logged into my Plusnet account and they have added an Outstanding Cancellation Charge. I telephoned Plusnet and was told that they had charged me a Cessation Charge for cancelling the Broadband on my telephone line. The rep then told me that my new provider did not accept MAC codes and that it was an Admin charge for passing on my details. I was furious and told him that I would not be paying this unfair charge as I am still using the same telephone line as before. I then telephoned my new provider who said Plusnet were being very naughty and they should be reported to Ofcom. New provider said that you no longer need a MAC code to change providers and Plusnet were just trying to make money out of me. When I signed up to my new provider I gave them all my details so I do not understand why Plusnet have levied this charge on my account. I have already made a formal complaint to Plusnet and I am currently awaiting a reply.
  12. Hello all, Would welcome any views on my current situation with Plusnet. I have had ongoing issues with my broadband and telephone for over a year- I have given them multiple chances to resolve these problems. Eventually I had to email their CEO to force them to engage with me and the fault even investigated. Despite being told multiple times that there were faults external to my property I was repeatedly told to "change your wireless channel". Eventually I had to complain to CISAS. Shortly after my complaint to CISAS, Plusnet removed from their online ticket support system all records of the conversations we had had prior to their being forced to investigate- this included the year long history of my contact, their responses etc. All that remained was the initial response to my CEO email. Since CISAS closed the call - we are awaiting their decision but they will no longer accept further evidence - Plusnet have become increasing more difficult to deal with. Last week they unexpectedly told me that I had an outstanding amount to be paid and they cut my services. There is no outstanding bill and I asked them to raise a bill enabling me to pay this amount, albeit under duress. Since then they have ignored all contact with me and there is no way I can pay this outstanding amount as my account shows no outstanding bill. Today I receive a letter stating "as a result of your outstanding balance your account has been deactivated". They are not responding to any contact from me. I work from home and am a full time carer to my disabled son - who is educated via an online 'virtual' school - and Plusnet are aware of this. Without access to the internet I cannot work and my son cannot be educated. They are now refusing to respond to my many contacts: phone, email and twitter all ignored. I suspect they will continue to ignore me until enough time has passed to close my contract. My main contact there - Matthew Wheeler - has been phenomenally bad at dealing with these issues and now just doesn't respond at all. Avoid at all costs.
  13. Can anyone help me please? I have been having problems with my internet and phone connection for over a good few months. It's been fixed now and I was told by the person I was dealing with at Plusnet that I would get the next 3 months free because I had been messed about. I have been told many things by Plusnet and I have come to realize that they should be taken with a pinch of salt. Our main contract ran out on the 26th of May and after that we were on a rolling contract. Because of all the lies I had been told I stopped our direct debit as that was our only option and was going to restart it after the 3 months free that I had been told. They tried to collect my payment from the bank and because I had stopped the payment they stopped me getting the full internet and if I searched for anything it would direct me to Plusnet page .What I would like to know is am I in my rights to do what I have done. They are also saying there is no mention of the 3 months free that they promised me. Any help and information is much appreciated. Thanks pin62
  14. Hi In October 2013 I started a 12-month contract with Talk Talk (Simply Broadband). In October 2014 I moved in another property. At the beginning of November I started a contract with PlusNet at the new address. On 11th November I have written to TAlk TAlk a letter of cancellation. Now, PlusNet claims there is a TAG on my line preventing them from placing my order. So, I have no connection. At the same time, Talk Talk is asking me to pay even December for the old contract, claiming they can not disconnect me too early. Conclusion: in December I should pay 2 bills having no service, neither from Talk Talk nor from PlusNet. What can I do?
  15. Hi, I am new to the forum but Plusnet has driven mad with continuing excuses and lack of any service. My broadband went out on 26th July and an engineer called on 31st July and advised there was a problem at the exchange, it should be fixed today (31st) he said. Every three days since then it was going to be fixed and we even got to "it will be fixed by 9pm on 14th August". Now it seems it won't be fixed until 28th August. Why if it was going to be fixed by 9pm last night is it now going to take another two weeks? Why have I spent a cumulative three hours waiting for Plusnet to answer the phone in my attempts to get some sense? the problem is always down to a Major service outage with BT, it seems difficult to believe they would take five weeks to sort this out. Am I just being strung along? Any one else had this problem? Alan
  16. Let me begin by saying that Plusnet is not capable of providing any communication services in the UK with any acceptable level of service standards and I am raising my formal complaint with Ofcom as well. I signed up for plusnet broadband services on 6th April and paid £23.74, while switching from Sky. Plusnet told me that my services will be activated within a few weeks and plusnet will take complete control of my switching from Sky and there is no action required on me. On 14th April I received a confirmation email from plusnet telling me that my account is active now and I can start using Broadband straight away. I spent hours in setting up the router, connection and speaking to customer support wasting both my money and time, with my connection still not working. This went on for few more days and subsequently I was told that the Technical team picked the wrong post code hence couldn't activate my line/broadband. Later I was told that my services will be starting from 7th May now. So far Plusnet faltered twice - one on Technical team's error, second on stretching my waiting time. On 7th May, I received another email from plusnet telling me that my phone line is active. This led me to call the Customer Support team to know more about my broadband activation. The customer support told me that my broadband is already active since 7th April however, when I told them that it's not working, the support team asked me to activate broadband using some login details and kept me on phone for almost 2 hours (my call log details can be found from Plusnet system), and all this led me to NO WHERE and my broadband is still not active. All this while, however my Sky broadband is still active and I am sending this online complaint to you using sky broadband only. This means I am still with Sky and paying for them and Plusnet has FAILED to switch me from sky. To add to me grievances Plusnet is NOW telling me that it's my responsibility to contact sky for switching not their's. Fair enough, so why didn't plusnet tells this to all customers from the very beginning? Now I don't know- 1. What next steps Plusnet is taking to resolve my complain and is there any urgency to solve it? 2. When would my switching from Sky be completed and who will ensure that this happens successfully? 3. How will Plusnet compensate for my time, money and effort spent in contacting and writing to Plusnet so many times (check log details in your system) ? 4. Should I be paying to both Sky and Plusnet for the services for the said period? 5. Finally, failing to switch me from Sky, why shouldn't Plusnet stop telling potential customers that "Switching to Plusnet broadband and phone is quick and easy. Just follow the instructions on this pageto start enjoying our award-winning service"? Shaz
  17. Hi, I am having problems with Plusnet. I left them in the beginning of January 2014 after a few years of trouble free good service. I only left due to a good deal with another provider. I emailed and rang Plusnet a couple of times around the date I changed over to ensure I had paid all money owed. I even had emails back confirming this. a short while after I had a letter from a debt recovery firm called moorcroft demanding £347.75. I told the person from Moorcroft the story and that I had proof that I owed no money and she promised to get back to me after talking to Plusnet. Of course that never happened. I have been in contact with Plusnet and after a 25 minute+ wait I finally got to speak to a nice lady who promised to take care of this. Now I am getting calls at various times of the day and night from Moorcroft and the money owed has now changed to £16 (don't know why). I can't seem to get any where with this case and I'm worried that it might affect my credit rating in some way. At one point in one of my first contacts with Plusnet I even paid a small amount of money just to get rid of this case even though I know I did not owe anything at this point. I might have gone back to Plusnet at some point in the future as I had a really good service while with them but after this pain I will never use them again and further more will go out of my way to make sure Friends and family will never use them. I find it absolutely mind boggling how a company of this size and fame can not sort out a simple thing such as a customer leaving and also that I am expected to use my time and money hanging on the phone just to speak to someone, just to ensure that I am not going to be tainted by a debt recovery firm. Sorry for the rant in this (my first) post but the whole thing leaves me feeling angry and frustrated.
  18. I've noticed previous threads on this. My own experience with this started with an upgrade to Fibre on 12th March. Plusnet sent BT Openreach engineer for upgrade and since then NO BROADBAND AND OFTEN NO LANDLINE EITHER! Have been pushed from pillar to post - BT landline people, then Plusnet to their "suppliers" BT Wholesale who then speak with their BT Openreach people. No communication between the different sections - all of which are BT. One Plusnet chap confessed that they speak with the same folk in India as if I had gone direct with BT! So much for their marketing of local service in Yorkshire etc! Have been long customer of theirs (10 years +) and bitterly regret letting the engineer into the house on the 12th. Wish I had gone with BT direct now but they talked me out of it when I asked for MAC code. Out of loyalty stayed with them. HuH. Getting desperate so will write to CEO but doubt will get any response. No resolution in sight.
  19. Hi Bob, currently we have BT as our phone and broadband provider,I would like to move to Plusnet but I have a problem,although I am the bill payer the BT account is in his name, he now has a default on his credit file would it be possible for me to get an account with Plusnet in my name ? The BT account is not in arrears.
  20. Plusnet are increasing their charges in the middle of my year long contract which seems very unfair as I signed up for a year at an agreed term so should they not honour the agreed charge for that year?
  21. Hello I have written a long blogpost, but I can't post it yet, because I have not made enough posts on here as yet. In it I report on my direct experience with Plusnet, where once I said I was leaving them, were able to reduce my price instantly. They were able to do this because my exchange had changed to 'Market 2'! When challenged they said that they decided to reduce prices back in July 2011 and offer this to new customers, but existing customers would get the discount as and when they contacted them. Mmmmm interesting, so if I had not contacted them, they would have kept charging me the same price, i.e. £6.50 per month higher! In actual fact Ofcom advised all providers to amend exchange classification for the market 2 exchanges, back in December 2010, so that everyone could enjoy better prices. I bet not many providers have gone out of their way to tell consumers! I would love to know who got a call from their provider to be told, 'hey you know what the exchange classification has changed and we can give you a massive 36% discount on your current plan". Not very likely. Please check out SamKnows.com and check your exchange and then please challenge your current provider. Good luck!
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