Moving house can be a stressful experience? I find it more difficult than most - I work away from home, at sea, and do not have the benefit of anyone at home or my new address to manage the move,meet & greet etc. Everything has to be arranged during my leave, or via email when I am away. Mindful of this, I rang Plusnet from home to advise that I was moving and wanted to take the broadband and phone service with me? No, problems, I was told, we agreed a price, and parted with the words - "Just let us know when the moving date is finalised, and we will do the rest...?" So, after being at sea for a week, I finally received a moving date, and advised, by replying to the account question, the date the new service was to start and the old service to be terminated. Simple, eh? Not, it now seems, for Plusnet!! In reply, I was told that I have to phone customer services, as they have to read out over the phone, a set of terms and conditions to me, before the move can proceed......?? But I am at sea, way out of phone range, why didn't you do this in the beginning? Could you email me the terms and conditions, and I will sign any form agreeing with them, and scan the form and email you back?? No, you must phone us, was the reply.....!! Fast forward a week, and we make a quick port call into the UK. I forego my lunch break to phone Plusnet on my mobile - 20 minutes I waited (good job 0800 calls on mobiles are now free??), before the phone was answered, only to be told that it wasn't customer services who could help, but I had to phone Home Moves? Yes they could transfer me, but I would still have to wait in a new queue!! So, another 20 minutes later, the call is eventually answered. That's 40 minutes on the phone, most of my lunch break and still no further forward. So, I cancelled the service then and there, only then to be hit with a £30 cessation fee for my trouble - no apologies mind?? Plusnet customer service and management have a lot to learn. In 1985, just about the only ISP available was AOL. Customers, myself included suffered from poor customer service, for years,and left in droves, AOL ignored the problems until it just about sunk the UK company?? Plusnet are slowly but surely building up a reputation for poor customer service, and they ignore this at their peril? So, for those of you reading this and thinking of joining Plusnet, or moving with Plusnet, think again. After 3 years of fast fibre, I can honestly say that you will be a satisfied customer until the first time you have to contact customer services, when the problems escalate! Lack of customer service operatives, intransigence, plus the lack of being able to think out of the box when the situation demands, will conspire against you. As far as moving house is concerned, use the opportunity to leave Plusnet, if you want a stress free move, you can get the same service cheaper elsewhere?
but no doubt PN will come here and say Sorry
