Theldron Posted October 21, 2019 Posted October 21, 2019 Hi all, Ok just had an interesting phone conversation with Plusnet. Had an email at the weekend saying that they were increasing the prices again and if I contacted them within 30 days could cancel contract with no termination fee. Not been happy with them for a while, find their customer service team quite arrogant and rude. Anyway had found some good deals, so contacted Plusnet and they guy got really funny with me when I told him that I was thinking about leaving and what prices I had been quoted by other companies said 'Well you better go with them then.' He kept talking over me, wouldn't let me speak and was quite petulant. So to be honest good riddance. Not what I needed on a Monday morning though.
Edu-IT Posted October 21, 2019 Posted October 21, 2019 They were rated pretty bad in a Watchdog survey recently, from memory. Edit: https://www.bbc.co.uk/programmes/articles/1TZg5TYJVXwNp5QZd2pdZQm/best-or-worst-home-broadband
Theldron Posted October 21, 2019 Author Posted October 21, 2019 They were rated pretty bad in a Watchdog survey recently, from memory. Edit: https://www.bbc.co.uk/programmes/articles/1TZg5TYJVXwNp5QZd2pdZQm/best-or-worst-home-broadband Cool cheers mate. That's made me feel better as I have signed with EE, wife has mobile with them, gave us a really good deal. So happy now. Couldn't believe how childish they were being.
FragglePete Posted October 21, 2019 Posted October 21, 2019 I had that with Plusnet a while back where they increased my prices mid-contract but I couldn't move away from them as the cabinet was full at the end of our estate. Very frustrating. When it (eventually) got upgraded and other suppliers could offer a similar service I phone them up and they bent over backwards to give me a rate better than other ISPs and for me to stay with them. So, it surprises me as I've always had good service from them. I had an e-mail too that prices where increasing but it was confusing at they stated that my price wouldn't increase this time as when I took up another contract with them it came with a no price increase guarantee. It was just a confusing e-mail.... we putting prices up, but not for you. Why bother sending me the e-mail. Phone again, speak to another agent as I'm sure they will do what they can to keep you as a customer. Pete
Davit2005 Posted October 21, 2019 Posted October 21, 2019 Phone them up again explain that you were not happy from the attitude of the previous call. Give them another chance.
Theldron Posted October 21, 2019 Author Posted October 21, 2019 I had that with Plusnet a while back where they increased my prices mid-contract but I couldn't move away from them as the cabinet was full at the end of our estate. Very frustrating. When it (eventually) got upgraded and other suppliers could offer a similar service I phone them up and they bent over backwards to give me a rate better than other ISPs and for me to stay with them. So, it surprises me as I've always had good service from them. I had an e-mail too that prices where increasing but it was confusing at they stated that my price wouldn't increase this time as when I took up another contract with them it came with a no price increase guarantee. It was just a confusing e-mail.... we putting prices up, but not for you. Why bother sending me the e-mail. Phone again, speak to another agent as I'm sure they will do what they can to keep you as a customer. Pete Had issues with their customer service team before being quite rude, so to be honest quite happy that they couldn't match the other prices. They have just put me in a bad mood for a Monday.
JATSO Posted October 21, 2019 Posted October 21, 2019 Ours is due for renewal in January,we are already looking, but I have to admit their broadband has been reliable, can't say its the best price as we haven't compared yet but any sales rep that gets shirty will be given short shrift followed by a good whinge on twitter and facebook detailing full details of the call,time,date along with the fake name the the customer adviser has given that usually works with some better deals.
jimmy_2k Posted October 21, 2019 Posted October 21, 2019 Looks like they weren't "doing you proud" with the good honest customer service down the road
elsiegee40 Posted October 21, 2019 Posted October 21, 2019 Daughter is extremely annoyed with Plusnet and will be dumping them at the earliest opportunity
RLR Posted October 21, 2019 Posted October 21, 2019 Never been with plusnet but I always here their radio ads saying they never increase prices mid contract? Or maybe I just heard wrong. They seem to point the finger at other providers about increasing providers.
Jawloms Posted October 21, 2019 Posted October 21, 2019 Cool cheers mate. That's made me feel better as I have signed with EE, wife has mobile with them, gave us a really good deal. So happy now. Couldn't believe how childish they were being. Strange how different people's experiences can be. I have been with Plusnet for years as I think their customer support is brilliant. Always been polite and helped quickly. I like that you can get a fixed IP address for a one off £5. Recommended numerous people to join who are all also very happy. I did come away from them once when I saw a deal with EE getting £125 cashback through quidco. Absolutely awful experience with them. Couldn't wait to get back to Plusnet which I did as soon as I could and am now very happy again. Wouldn't come away from them no matter anyone else was offering.
MatthewL Posted October 21, 2019 Posted October 21, 2019 Never had an issue with them, been with them since 2003 on dialup! Moved the land line over to them a few years ago and saved a small fortune.
Theldron Posted October 21, 2019 Author Posted October 21, 2019 When I moved house 2 years ago, stayed with Plusnet but moved from broadband to fibre, was not getting good speeds about 15mb. Contacted them, they said I was wrong i was on fibre, when I said no I wasn't they said I was being uncooperative. Put a complaint in couple of days later go phone call to say that I had been put on broadband instead of fibre so started to get 30mb when it got sorted. My dad is on plusnet and he is happy with them. Different experiences like you say.
Theldron Posted October 24, 2019 Author Posted October 24, 2019 (edited) Further news on my Plusnet saga!!!! Got home that night to find an email saying that as I was leaving Plusnet they would be charging me a £56 cancellation fee, even though their original email said that due to the price increase they would waive any cancellation fees. So had to contact Plusnet and spoke to a friendlier person who asked why was I leaving as they would waive the price increase 'THIS TIME' but I explained that they were still over £10 a month more expensive than what I can get. Also for me if they are increasing prices they cannot expect customers not to look elsewhere and that their service and customer service are not spectacular enough to make people want to pay more and stay. That went down like a lead balloon, but hey ho!!!!!! Edited October 24, 2019 by Theldron
RLR Posted October 24, 2019 Posted October 24, 2019 Further news on my Plusnet saga!!!! Got home that night to find an email saying that as I was leaving Plusnet they would be charging me a £56 cancellation fee, even though their original email said that due to the price increase they would waive any cancellation fees. So had to contact Plusnet and spoke to a friendlier person who asked why was I leaving as they would waive the price increase 'THIS TIME' but I explained that they were still over £10 a month more expensive than what I can get. Also for me if they are increasing prices they cannot expect customers not to look elsewhere and that their service and customer service are not spectacular enough to make people want to pay more and stay. That went down like a lead balloon, but hey ho!!!!!! Sounds like a good opportunity to report them to ofcom. Trying to make you pay a cancellation fee even though they've increased the price. I bet they catch loads of people with this that don't even try fight it. They'll just pay it.
hallb15 Posted October 24, 2019 Posted October 24, 2019 I've just moved to PlusNet after being with Virgin Media for donkeys years. So far everything has gone well. Installed on time and getting much faster connection than their guaranteed minimum. Fingers crossed I won't need to contact customer services!
pooley Posted October 24, 2019 Posted October 24, 2019 Just renewed with plusnet, been with them 10+ years now. Never needed to speak to CS (apart from renewal haggle).
bknaggs Posted October 24, 2019 Posted October 24, 2019 Just renewed with plusnet, been with them 10+ years now. Never needed to speak to CS (apart from renewal haggle). What are they like with that? I'm about a year away from it (joined in January on an 18 month contract) but had varying degrees of success in the past with different providers.
pooley Posted October 24, 2019 Posted October 24, 2019 Just mention a deal you've seen elsewhere, i.e. Vodafone for £27 and they'll match it straight away. Otherwise you get offered the current web price £29.99pm
dapaulio Posted October 24, 2019 Posted October 24, 2019 Out of curiosity how much did they raise you bill? I got the same email and my subscription was the same price but my line rental was increasing by £1 Personally never had an issue in the 12 years I have been a customer with them
Norphy Posted October 24, 2019 Posted October 24, 2019 There have been two people on this thread we’ll have said that the level of service they get from EE and Plusnet are drastically different. I’m not saying that they’re wrong, I just think it’s strange that two divisions of the same company offer such different service levels. BT really seem to be turning into the British Leyland of the telecoms world :|
Theldron Posted October 25, 2019 Author Posted October 25, 2019 Out of curiosity how much did they raise you bill? I got the same email and my subscription was the same price but my line rental was increasing by £1 Personally never had an issue in the 12 years I have been a customer with them Last year my bill went up £3, this year it went up another £3. May not seem a lot but my wife an I are having to budget so saving around £12 a month on one bill seemed like a no brainer for us. Had a bad experience with TalkTalk and Plusnet, got on fine with BT.
Theldron Posted October 25, 2019 Author Posted October 25, 2019 There have been two people on this thread we’ll have said that the level of service they get from EE and Plusnet are drastically different. I’m not saying that they’re wrong, I just think it’s strange that two divisions of the same company offer such different service levels. BT really seem to be turning into the British Leyland of the telecoms world :| I know but strangely had a good experience with BT, just their pricing, customer service was great. Plusnet and TalkTalk were terrible.
MkII Posted October 25, 2019 Posted October 25, 2019 I'd been with PlusNet over 20 years. Not had a problem to speak of but then never contact them by phone, always by ticket. Tried Mobile WiFi on 3 and I'm getting twice the speed minus the line rental and a little less for unlimited data (others have pushed it to 1Tb without warnings). Cancellation was a nightmare. Tried twice by phone and had to insist on chat as I was losing my rag with them. I'm usually very hard to wind up. I received emails saying that I hadn't cancelled the line and would be charged rental to keep it open, despite being re-assured several simtes that it was ceased/ dead/ terminated/ no longer chargeable. Finally I got confirmation that the line was now truly ceased, so rested easy. My phone still rings because it's still connected with the same number.
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now