Plusnet

Plusnet

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I have had a number of accounts with Plus.net (and force9 before that) for a few years now and the customer service has steadily improved. Readers should note that customer comments always fall into two camps, both of which are extremes - I am happy to say that my experiences are of an extremely happy relationship with plus.net as a supplier!
Posted by Hugo Pickering on the 27th June 2008 5 stars
I actually don't have any complaints and think that plusnet are pretty good. All ISP's are rubbish at some point, but I have been with Tiscali and pipex and they are the worst companies ever, pipex was terrible. I like the one month contracts and the price is reasonable, but their acquisition by BT did scare me but it looks like BT have not sent the call centre to India just yet, when they do I will kiss them good bye and move on!!!!
Posted by IAN on the 4th March 2008 4 stars
Your help would be much appreciated. Joined Plusnet Oct 2005. Ceased using their e-mail July2006 (obvious problems) and used Hotmail since. Now considering migrating to other ISP, perhaps Tiscali who are much cheaper! I contacted Justin 10/01/08 for MAC No. but have lost my e-mail address and p/word and therefore unable to receive info. Please can you help?
Posted by Erro H Macdonald on the 11th January 2008 3 stars
signed up to plus net option 1 on 7.12.07. they assure me that they now are owned by BT and there is a monthly contract. No set up fee but If cancelled within twelve months set up fee will then be payable. Otherwise there are no hidden charges. Is this too good to be true?
Posted by Gloria Platts on the 9th December 2007 5 stars
Ordered plus.net broadband 3 weeks ago - just found out that they have courier problems and they don't know when they can deliver the equipment - says Stephen on 27/08/07 at 11.26 am. Stay away if you are wise!
Posted by Gerry Mchugh on the 27th August 2007 1 stars
PlusNet are inept and dangerously incompetent. As other users have highlighted, they divulged their users' email addresses to spammers, as well as deleting vast amounts of customer data.

AVOID at all costs.
Posted by Ian on the 23rd July 2007 1 stars
Is it me, or did everyone not receive an email in Jan 07 saying that Plusnet's T's and C's were changing and we would no longer have to pay to leave if we'd been with them for over a year? So why is it that now I want to leave, after 2 years, they're asking me to pay over £100!? Who are these guys?
Posted by Susannah Ellis on the 3rd July 2007 1 stars
I've been with PlusNet for years. Never had a problem with them. Never had reason to cancel. I recommend them.
Posted by Michael on the 23rd June 2007 5 stars
Slow download speed, and I found out from the BBC - not from PlusNet - that their security has been breached so that my - soon to be ex - email address is in the hands of spammers.
Posted by Simon Webb on the 23rd May 2007 1 stars
The FREE set up was very loudly advertised when i joined plusnet, checking the site again on cancellation you had to follow a very special set of hyperlinks to root out the hidden charges that you 'agree' to. I'd thought I'd read all the terms when I joined.

For the scale of their deceit, the people who came up with this should be doing time.
Posted by Plusnetarecommoncriminals on the 22nd May 2007 5 stars
Migrated away from plus.net on the 4th of April, fees were rescinded on the 7th or so I think. Was later informed that because they had been rescinded I wouldn't have to pay deferred activation fees...

Just had letter through from debt collection agency.

!!!STAY AWAY!!!!

One star is WAY too high.
Posted by Smokersroom on the 27th April 2007 1 stars
Just tried cancelling my Plusnet contract (after approaching 2 years) to be told about these deferred fees - no happy about this at all! There was no mention of this when I signed up - depsite the person I spoke to assuring me there was. I wouldn't have signed up to them had I been made aware of these fees!
Aparently the fees are being waved on 11th April so I'll be ordering my MAC code on 12th April and signing up with a reputable provider! 1 Star feels a bit generous to me right now!
Posted by Simon Whittley on the 24th March 2007 1 stars
following the above comments from Mand, I emailed Plusnet as I am about to migrate.

"
This scheme is going to be introduced as we informed all customers of back in January (if you view Service Notice: SN38327156 as a reminder) however this hasnt been implemented yet, we expect that to be implemented within the next month when our product refresh and new broadband products are released.

However if your account is cancelled before then due to your migration then those charges you will still be obliged to pay.
"

I even emailed Mand, but she has not replied.

This site has ratings 1 to 5.
Is there any way to rate lower than a 1??!
Posted by Marcel Read on the 22nd March 2007 1 stars
Been with Plusnet on and off for 8 years, I haven't used the connection that I have with them for about 4 months as I have a free connection through work. Yet, even as a loyal customer for all this time they still want to charge me £160 to cancel.
Posted by S Mclean on the 26th February 2007 1 stars
They used to be good but now I am in the process of leaving my connection speed is only 0.1Mb/s instead of the advertised 8Mbs/s. I am not one of those the exceed package download limits so there is no justification for them choking my account. This problem is widespead. I consider their advertising of their service to be a fraudulent, misrepresentation, if they are a offering a service only marginally better than dialup it should not be advertised as 8Mb/s , However perhaps they realise the fhte demand for 100K broadband rather limited.

Posted by Jon Scott on the 22nd February 2007 1 stars
I used to like plusnet. They had good customer relations and the speed etc was good. It has been getting steadily worse. Like hundreds of others I have found my typical speed is now 0.1Mb/s, when they are advertising it as an 8Mb/s. I am not one of those who is exceeding my download limits so there is no justification for choking my connection. I am in the process of leaving. The advertising of these product is not just misleading, it is fraudulent. Avoid at all cost. Plus net can try and sue me if they like but they know they will loose.
Posted by Jon Scott on the 22nd February 2007 1 stars
I couldn't agree more with the comments on this site. I signed up for the broadband plus service and up to a couple of months ago I was getting semi decent downloads, now my speed is about that of dialup.\

Pathetic service. Slow to respond. NOT WORTH THE EFFORT!!!
Posted by Colin Donaldson on the 16th February 2007 1 stars
PlusNet used to be fantastic and I recommended them to several people. Now I wish I hadn't. They have been invoicing me to the wrong address for the past year. This didn't matter to them as I was paying by direct debit but now I need my invoices for tax purposes and have asked them to correct the mistake, which they refused to do in spite of the fact that the error is theirs. Their online customer service is absolutely hopeless. They either don't respond to the question you ask or simply say that there is nothing they can do. At no stage has anyone offered anything by way of an apology, an explanation or, most importantly, attempted to resolve the problem. I feel as though I'm stuck with them until they sort this out (if they ever do... I'm not holding my breath) but I will then be leaving at the earliest opportunity and I will not be recommending them again.
Posted by Clare Allan on the 13th February 2007 1 stars
My daughter, a student, went into a shared house for a year. She signed up with Plusnet knowing that she would need to cancel after a year. Since last July when she moved out she has been trying to cancel her agreement. It now 6 months on and Plusnet will not let her go.
I have never heard of an activation fee before and I am certain that no reputable company would expect a cancellation fee if you wish to leave after a year, let alone the 5 years, yes 5 years that Plusnet insist on.
This is sharp practice. The details are hidden away in the small print and are not explained when new users sign up. Any student should beware as the likelyhood of being in the same accomodation for several years is pretty remote.
Posted by Bob Hughes on the 6th February 2007 1 stars
I signed up when there website had the words FREE SETUP all over it. Now i have to pay £67 after a year and a half to cancel! Had lots of problems getting them to fix a line issue in the past. Also unlimited bandwidth - don't think so. They slap bandwidth restrictions on you all over the place. Even if they are removing the setup costs now its only for new customer and i bet you will have to pay one way or another

STAY AWAY!!!
Posted by Mark Armstrong on the 6th February 2007 1 stars
Hi

My name is Mand and I work for the Comms Team here at PlusNet.

I'd like to clarify a few things surrounding deferred fees.

When you sign up to our service we give you two options in terms of the setup cost; pay it upfront before activation (£47 for the ADSL connection +any hardware costs) or defer it on your account. Any deferred fees reduce by 20% for every year you stay with us, reducing to zero after the five years.

It's important to note that these fees represent the costs we incur on your behalf (every provide order we place costs £47 and hardware is supplied by a 3rd party retailer).

You are not required to pay 5 years subscription fees at any time, and can leave at any time with 30 days notice provided the fees are settled.

That said, we are currently in the process of replacing the deferred fees scheme, and offering free activation and hardware provided you stay with us for one year.

Existing customers who have been with us for more than one year will have the fees waived.

If anyone has any further issues, or would like to discuss any of the above you can contact me directly by email (mbeckett@plus.net) or you can visit our discussion forums:
http://portal.plus.net/central/forums/

Kind Regards
Mand Beckett
PlusNet Comms Team
Posted by Mand Beckett on the 30th January 2007 4 stars
Good News apparently... just had plusnet's 'newsletter' for 2007. Seems they are scrapping the 'deferred charges' for anyone who's been with them for over 12 months...seems like all the complaints have finally hit home!
Posted by Susannah Ellis on the 25th January 2007 2 stars
Plus Net are appaling. Had i known about the hidden charges sprawled across their T&Cs i woudl never have signed up.

I was sucked in by the FREE setup and FREE house move, now when i want to cancell i apparently owe £94. This isnt even a year contract, jsut monthly.

Whats more, i changed my package...which cost me £14.99. Nice.

Plus Net are an appalling waste of time and money.
Posted by Rob Mcgeown on the 24th January 2007 1 stars
Having exactly the same problems as everyone else. I've just moved house, and plusnet are telling me I have to pay them either £53 to move my account, or over £90 to cancel it - talk about a catch 22! I've been with them for a year and a half - my contract was only due to run for a year, and yet still I'm supposed to pay a cancellation fee? How can that be fair...?
Posted by Susannah Ellis on the 23rd January 2007 1 stars
I have had the same problems as listed above. However if like me you have found this page searching the net for people in the same boat as you, hear is what you need to do. ring ofcom and tell them your problem ( trading standards dont want to know they say you should have read the terms and cond's) they will advise you to write a formal complaint to them stating that by law they have 12 weeks to respond. and that you have registered a complaint with the advertising standards agency for misleading advertising ( free modem, free setup etc...) in effect plusnet are trying to tie you down for 5 years!! and in the words of ofcom this is an unacceptable amount of time to include in any terms and cond's for such a service, after all ( and this is very unlikely to happen ) the internet could crash today and never come back online, and you would be left paying for 5 years or paying a big fee!!

at the moment i am at the stage of the formal complaint, ofcom have assured me that i will not have to pay the fees they are demanding if i follow the correct process, it is a bit of a nightmare but if everyone dose the same i am sure plusnet will start to open there ears and realise that they are just spitting there dummies out and charging when people want to leave.

Good Luck and keep fighting don’t let the big companies of this world take the p#@s out of us.

Posted by Tony Runciman on the 18th January 2007 1 stars
Please, if any one out there is considering signing up to plusnet, DON'T! They are useless, but worse they make a living out of ripping people off. There cancellation charges are disgusting and never mentioned until it is too late.
Posted by Terence Quinn on the 4th December 2006 1 stars
STAY WELL AWAY is the message here.

The "Free" setup they mention is not free, it is a deferred setup and modem charge that will cost you £72 when you want to leave. It is only free if you stay with Plusnet for 5 years!

"Unlimited" means your internet will be severely limited if you go over their usage limits (package dependent).

"Up to 8Mb" means connecting at less than 1Mb is perfectly acceptable to them.

Basically, read the terms and conditions VERY carefully, there are a lot of hidden surprises. Please learn from my mistakes.


Posted by Mike Smith on the 17th November 2006 1 stars
Thay are about to be taken over by BT I undersand from Mac magazines.
Will be worse (If possible) then I suppose
Posted by Peter Hogben on the 9th November 2006 1 stars
I agree with all comments made on this page. I signed with plusnet last year to broadband plus which I was told had unlimited usage with a fair usage policy.

Earlier this year without consulting with me they change the product and limited me to only 4gb a month at peak times!

When I asked why had they changed my package with out my aproval i was told

"We have not changed the terms and conditions of your service. We have simply introduced clearer usage guidelines on a service that has always been contended and managed accordingly. As such the service has never been advertised as unlimited."

What a load of rubbish. If they have limited my allocated download amount then they have changed my terms. STAY WELL AWAY.

BTW, I too have a large cancelation charge.

Posted by Driss Elatmani on the 29th October 2006 1 stars
STAY AWAY from them if you want the flexibility to leave this ISP for another one in the future. They charge hefty cancellation fees (for cancellation and for hardware) and nearly 50 squids stealthily incurred if you move house!
I should have read the small print thoroughly when I signed up to them. cos I thought it was cool that they said they would cover the costs of setting up fee and hardware provision otherwise you can pay for them upfront. Obviously, I didnt want to pay too much and opt for the free signup route. At the time, I must have involuntarily assumed it is to cover their costs if you leave contract after short period of time i.e. less than a year. After 12 months, 2 successful referrals (which I feel bad about) and a house move, I was quoted £114 in cancellation fee if I wanted to leave. I asked how long will it take if I want to leave Plusnet for free of charge - the reply was 9 years!!!!!! This is really outrageous - honestly.
Posted by Tony Barlow on the 14th October 2006 1 stars
Been with plusnet for 18 mths was led to believe that when sighned up after 1 year contract i was free to move anyware which is true if you dont mind paying the cancellation charges (which i wasnt made aware of !!!).Bad company which i would advise anybody to stay away.
Posted by N Hoggins on the 3rd October 2006 1 stars
We used Plus net for tha last 2 years or so .
1 ) We had never thought of billing and they have never tried to upgrade the customers.
Plus net has made a big hole in our pocket now we have to rethink about our provider

2) For the last 6 weeks we had about six hrs connections and our telephone line was bad as well, we phoned BT, to check our telephone line. When BT engineer checked line line was OK. The engineer told us to contact net provider. We did
but , we could only hear recorded messages so we could not speak to any human in Plus net . We now think plus net come from out of our planet
Posted by Nariman-taheri on the 27th July 2006 4 stars
I agree with David - 1 year + ago they rocked, but just try and speak to someone at their Tech support - even their premium phone line. You can absolutely forget it. Their online support is ok so you will end up using dialup if yours goes down. Personally I prefer to talk to someone with a brain on the phone so will be moving from Plusnet just as soon as I can. Oh and you will also be tied into a decreacing cancellation fee of about £150 so watch out there!
Posted by Martin Williams on the 18th July 2006 2 stars
If you were using plusnet a year ago, you would have had great customer service, fast internet speeds and a generally very good service.

However, there have been some big changes (which were not well advertised to customers) which places huge usage restrictions (downloads and uploads) on users. I personally have had nothing but problems since the beginning of the year with my connection (with it cutting out, and slowing down with no warning).

Their customer service (while having pleasant phone manner) are simply unable to correct any technical problems. After receiving about 10 emails in response to a continuing query, I simply gave up.

If it wasnt for their horrendous cancellation charges, I would change provider now. I will however be cancelling at the first opportunity where it doesn't cost a fortune.
Posted by David Dixon on the 25th April 2006 2 stars

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