written by reasonable72 on 12/10/2015
This company's latest advert likens being without internet to living in the woods. There's a common saying about bears doing something in the woods too and it is exactly what Plusnet have being doing to us for the last month.
We were without service for a full two weeks and this company's 'award winning' customer support amounted to nothing. From doing a few basic checks (allegedly) and leaving us alone to then telling us that they could only act after 72 hours from the first complaint. And then another 72 hours from the second. This in addition to the hours of my life that I have wasted waiting on hold.
Eventually we had some success. After two weeks the internet was back. But much slower. Very much slower. But according to PlusNet this is good news and it's all working. I have regularly done speed checks over the last few years and I am now achieving only 2.45 Mbps as opposed to the 7 or 8 that I was getting before. PlusNet's attitude to this stinks. They fob you off on the phone and send very dismissive emails after when you can't tell them what you think of them.
They very obviously do not care. They care a great deal when they're taking your money. They really care then but after that they would save themselves a whole lot of time by just telling you to get lost and not bother when you ring through to customer support.
I know that other people with other providers in my area have been having connection problems and that the line could be at fault. A fact that PlusNet have both confirmed and denied over the course of several conversations. They have also confirmed in conversations that we have been achieving higher speeds and then in emails denied that we have had them.