After exhausting countless time and energy on calls to Plusnet's 'support' staff to simply be put on hold, rerouted to other staff to tell my grievance all over again, then just blatantly lied to, I thought I'd share my story on here with the hope this can finally be resolved by someone with a bit of sense.
I had been a Plusnet customer for several years, my original deal had expired and for some time I had not yet got around to renewing my service so was paying over the odds for basic speeds on what I assume was a rolling contract. This was entirely my fault. Eventually I decided I would leave Plusnet as another highly rated ISP was servicing my area which offered great value in comparison. So in September 2017 I called Plusnet to cancel my account but during the process was offered a new price for their Unlimited Fibre Extra package. Now although it did not offer the same speeds as elsewhere it was enough to entice me to stay on due to the convenience of not having to move provider. The new deal would see my service upgrade speeds of "between 49Mbps and 64Mbps" with a "minimum guaranteed access line speed is 43.4Mbps". After 5 months, many support tickets, several calls, and a ghost engineer, I did not see my speeds ever get above 15mb/s.
Eventually after yet another call I was able to get Plusnet to admit they mis-sold me the service and were not capable of providing the speeds I had payed for, totalling £149.95 by this point in time. I was promised the contract would be immediately cancelled and I would be refunded the full amount I had payed on this contract within the next day (I also have this promised on a chat transcript attached). This was around 3 months ago, and not only have they not refunded the amount due to me, they have since took a further £149.98 out of my account!
I called Plusnet on Saturday yet again spending countless time on hold and being switched about staff to eventually go through to a man who was as condescending a character as you could imagine. Even though my situation is clearly black and white with recorded calls and transcripts that prove the promise that was made regarding the refund as well as the obvious nature of the money quite frankly stolen from my account after the contract had already been cancelled the support person refused to even put me through to a supervisor. More than that he even argued the point that because I received a discount on my deal I shouldn't even be annoyed I was getting 15 mb/s instead of 65. After several back and fourths he eventually agreed that I should be refunded the past £149.98 immediately and his team leader would review my call in which I was promised the refund and call me back later that day. Once again nothing, no refund at all not even the undisputed amount taken after I cancelled, and no call back.
So here I am once again left having to call in, be put through to someone who knows nothing about what's been going on, say every part of this all over again, to be told the exact same promises, and have nothing come of it.
