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“Burn £5 notes”

written by Fletcher224 on 11/04/2014

I've been with Plusnet for many years after a friend recommended them (he's since switch to another ISP). I vowed that I would stay with them after my last contract expired but when we moved house Plusnet threatened us with having to pay a reconnection charge if we switched to another provider (I don't know if this is correct but with so much to do with moving house, I really didn't have time to check). Plusnet offered a reduced monthly fee (£4.99) if we stayed with them. Not only did they take 2 weeks longer to instal the line in our new property but my 1st bill was £37.99. Like many other reviewers I spent hours on the phone trying to get through to Plusnet and received a very unsatisfactory response to why I had been charged so much: this mainly due to the fact that the phone line was so poor and i couldn't understand what the 'support' guy was saying. I did however find out that £2 had been added to my bill for Plusnet Protect which was not discussed with me at the time I entered into the new contract. The support guy said he would cancel this immediately. This was all in December. At the end of March our phone went out completely and like other reviewers if appeared we were the only ones in the locality who didn't have a line. I tried to contact Plusnet on my mobile but knowing that their waiting times are usually in excess of 30 mins, instead decided to report the problem on-line (thankfully I still had an internet connection). Plus originally said it would take 4 days to fix (BT landline problem). It took 2 weeks and then the phone line was so bad we couldn't use it to make calls (this eventually cleared after a few days). On reviewing my bill I find I've been charged landline charges for this period, even though we didn't have a landline. I've asked Plusnet to refund this but am told that they are reviewing it.
Like other reviewers I've also been charged excess usage charges-this month a total of £15! I am a light internet user and never use the internet in off-peak (according to Plusnet between midnight & 8am) but my account shows use during these hours. I don't download music or films and am very careful to limit my viewing any content with video so I really don't understand how I have exceeded my usage 3 times in one month? I have now switched (reluctantly) to an unlimited package but this month find Plusnet have charged me for both packages (the old limited package at £14.99 and the new package at £16.99). AND I've been charged £2 for Plusnet Protect Iwhich I cancelled in December! I've contacted them to complain and have been told I won't get a reply for at least 2 days.
All of this is just a taster of how bad Plusnet is. For anyone thinking of signing up with them, don't believe a word of their hype. You will end up paying a fortune for services ( i use the term loosely) that you won't get or that are poor to say the least. And if you should have any problems when signed up, be prepared to fork out a fortune in mobile phone costs while you sit on the phone trying to get hold of their 'helpline'. You will honestly be better off setting fire to £5 notes rather than become a customer (a term they obviously don't understand) of Plusnet.