to think Plusnet is the worst ISP ever?

[Socy]

My internet service was cancelled 10 days ago due to 'glitch' in Plusnet's systems. Until today we thought this was a fault and I was waiting for someone to fix it. It has only been progressed at all because I sat on the phone for over an hour to get through to the right person and I have been given a variety of different (equally incomprehensible) reasons for this but apparently it will take 7 days for the order to be reprocessed and meanwhile no internet!! This 7 days does not include any installation (everything has been done and was working fine). Apparently there is nothing anyone can do to speed it up

Plusnet are wholly owned and run by BT, basically a mini brand extension/reseller, but with a separate customer service team. If they've messed up, and admitted fault, they should be able to use the "expedite" order process to get your nee (ie replacement) line bumped to the top of the queue and live within about 48 hours. Doesn't sound to me like they're trying their best to fix the issue.

I was about to say I was sure that Plusnet is BT. I fell out with BT a long time ago for similar reasons - 7 different people, 7 different stories/reasons/excuses/bullshit. I swore I'd never go back. I considered Plusnet briefly but I never want to deal with BT again.

[waves to the BT bots who will likely see this thread at some point]

I will be emailing CEO today (if I can get internet access) to ask why this issue has not been resolved yet - even if it does take 7 days was reported on 25/8 so should've been sorted by now but everyone has ignored it until I phoned - which I had put off doing as I find it sooooo stressful - the music really doesn't help and my calls have only once been answered in under 15 minutes, which I really do think is totally unacceptable. There must be an awful lot of customers with problems for the wait times to always be so long. Individual staff are very nice, but don't seem to understand that processes and systems can be changed and overridden when necessary.

I shall also be changing ISP ASAP, was going to go back to BT (have been using their hotspots for some access) but after all these comments not so sure. Anyone tried John Lewis? Virgin, unfortunately, are not available here and I would not use Sky.

Problems myself. Worst today but ongoing since 10th sep. Social media suggests problems for all customers since 9th. Only got mine resolved by escalating. Team leader now says she will be monitoring my service herself. First person I spoke to wanted me to pull my socket to pieces! Wtf as if I'm gonna do that! Completely inappropriate and leaves me vulnerable to 'oh you're not supposed to touch that' from BT/Plusnet engineers!

I've been told it was an exchange speed issue. So pulling the socket apart wouldn't even have fixed it!

20 mins to get through to a live person meanwhile listening to shite music repeated, 35 mins for call total, estimate mins 20 to 30 were the first call handler I spoke to repeatedly refusing to even attempt to answer what the problem was or could be!

Call back received over 1 hour later (promised within the hour) and hopefully that's it now fixed but not holding my breath argh!

Have to say I've been v impressed with them after a slight problem re switching to fibre. They messed up the date the engineer was meant to come out and without prompting have offered me lower line rental, free calls for 3 months and £50 cashback. Probably saved me £150 all in and I didn't even have to ask. The guy I dealt with was fantastic and even called me back later the same day to check everything was ok.

I,m impressed with Plusnet on the whole. Talk talk were ok as far as the actual service went but as soon as you needed customer service for anything, they were rubbish. They totally mucked up when we moved house so switched to Plusnet.

I had an absolute nightmare changing to Plusnet from SKY. Now our service is finally up and running, so far so good

I'm still not exactly sure who was to blame for the problems in the beginning, plusnet blamed SKY and SKY blamed plusnet. All the tech staff I spoke to at plusnet were absolutely lovely though so I couldn't bring myself to cancel the changeover

BT disconnected our business broadband by mistake on TWO separate occasions (they had mixed up our account with someone else's - twice?!). Both times it took 10 working days to get it reinstated. So two seconds to flip the switch one way, two weeks to put it back. Yeah, right. No compensation - though they did graciously refund our 'disconnection charge'. Bastards.

But BT openreach is who it boils down to - they are a monopoly, same guys whoever your isp is.

YANBU. Absolutely terrible service; worse even than talk talk. I'll be moving as soon as our contract is done.

YANBU, OP. They've got much worse over the last few months, too. I'm stuck in a bloody 18-month contract but will be buggering off elsewhere as soon as I'm released.