plusnet giving me the runaround

[thatwastheriver]

I signed a contract with Plusnet at the beginning of October. New customer, never had a broadband contract in UK before. While they were selling to me I had instant contact through phone, online chat etc. Now I want to complain about the speed - they promised 38 - 40 download at peak times. I'm getting 12.7 downstairs, 3.7 upstairs. Unacceptable.

Every route I try to get in touch sends me round a loop. The final straw was obeying the instruction, if my problem related to broadband, to text FAULT followed by phone number. I did that using the landline number they gave me (although I'm not using it and don't have a handset). Message came back "can't find a plusnet account on this number" So I did it again with my mobile (not plusnet) phone number. same response. Anybody out there having similar problems?

Try tweeting them? I took out a contract recently and had a wee fault. Was able to get in touch via text message and they called back. Hope you get through

Yes, I thought this might be the answer but I have absolutely no idea how to tweet. Would you mind giving me the Twitter for Dummies guide?

Just put on my big girl pants and googled it, so I will have a go. More scared than anything, but then I felt the same about FB once. And I am old. Thanks for the advice OnceBitten25