Welcome to Plusnet, you'll never leave.

[#1]

Welcome to Plusnet, you'll never leave as each month despite ending your contract with them they'll still keeping sending you a demand for payment. Left at the end of August I think it was and regular as clockwork since I get yet another a bill.

You could of course tell them (in my case twice so far) and they could say "sorry we'll sort it" which they did... only they didn't.

Great stuff guys. One way at least to do us and yourselves proud by hanging on to your customers.

PS. Had another one yesterday. Fingers crossed for a Christmas card. 😁  

[#2]

@Minivanman Extremely annoying doesn't quite describe what that is, but as this is an open forum you have to be careful what you say - so I will be. .

If they are still around when my contract finishes in August next year, I will most probably be waving good-bye and IF I get one more 'invoice' after my final one, PlusNet PLC will find themselves going to court.

As it stands at the moment, I have no complaints with the service and I'm perfectly happy, but having seen the total shambles since the start of the current situation, I'm dreading having a problem I can't solve either by myself or with help of the many knowledgable members.

There is close to zero 'Help Team' interaction, even though a large number of them 'appear' to be online - I suspect a 'higher management' decision to destroy the brand, but I could be wrong. Knowing where they are, and seeing the floor-space they occupy, I just don't believe they can't have at least a skeleton staff in to answer forum questions.

I appreciate some of those showing could be working from home, and therefore not having full access to the systems, but to have NO on-site staff is unforgivable.

[#3]

@Minivanman 

You can try complaining to Ofcom. Obviously the last fine was not big enough!  https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/plusnet-fined-880,000

[#4]

Moderators Note

This topic has been moved from Chat to Plusnet Feedback

[Minivanman,]

Good afternoon  Minivanman,

Even though PlusNet staff are saying they are sorting it I would check your Credit Rating because they are very fast to inform the ratings companies Equifax etc of problems

HD

[#6]

@Anonymous 

I did make sure to cancel with the bank as I know what these things are like, companies not on the ball (or their computers) will still keep taking money out of your account. Not worried about any credit rating as I'm retired and they can do their worst as far as that sort of thing is concerned - which is not a lot on my case. 

Credit ratings are just detestable. 

@Baldrick1 

Not sure it needs to go that far to be honest, it's just an annoying itch that needs to be scratched! 

[#7]

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@Minivanman wrote:

 Not worried about any credit rating as I'm retired and they can do their worst as far as that sort of thing is concerned - which is not a lot on my case. 

Credit ratings are just detestable. 

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It's not just about Mortgages Credit Cards etc 

When you look for new car insurance /new broadband /new mobile phone accounts as you have just done they all do a credit check I know because it comes up as a search on my Equifax account 

HD

[#8]

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@jab1 wrote:

There is close to zero 'Help Team' interaction, even though a large number of them 'appear' to be online - I suspect a 'higher management' decision to destroy the brand, but I could be wrong. Knowing where they are, and seeing the floor-space they occupy, I just don't believe they can't have at least a skeleton staff in to answer forum questions.

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A lot of forum software allows it to report "ghost" members as being online to make it look busier than it is. It could be that the staff are showing as online when in fact they are not due to this setting.

Mark

[#9]

What I find odd is that in some instances a staff member pickups the problem and then deals with it personally until it is resolved, these are usually complex problems regarding connections, payments etc but if they have the authority to sort those kind of problems out then why not a single call to the finance department to say...@minivanman is no longer a customer remove him from the billing system.....

How hard can that be ?

Also are PN systems not integrated so a single employee can clearly see all that customers details and deal with the problem, it seems several departments are working in isolation and there is no process to pass information on from one department to another or no one in charge to organise such a system....

Firefighting seems to be the appropriate word to describe PN....

Trouble is the fire might get to big to handle.

[#10]

@Marksfish I'm aware of that, but a company such as PN should not be doing it - apart from anything else, it gives the impression that they couldn't care less about their customers, and is very bad practice from a commercial viewpoint..

[#11]

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@gleneagles wrote:

Also are PN systems not integrated so a single employee can clearly see all that customers details and deal with the problem, it seems several departments are working in isolation and there is no process to pass information on from one department to another or no one in charge to organise such a system....

Firefighting seems to be the appropriate word to describe PN....

Trouble is the fire might get to big to handle.

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They should be - when I was working, our department did a load of sub-contract work for small firms, and if we had financial problems with them, although I couldn't see the accounts side of the system, a single call to accounts usually gave enough information to resolve the problem, or at least give accounts enough to sort it.

[#12]

Isn't  it great when you get those sort of emails that you can't reply to... well you can, but it gets bounced back.

Hi,

Thank you for your email. Unfortunately we don't pick up any emails sent to this address. That's because emails can easily be lost, misdirected or even deleted and we think it's better if this doesn't happen....

It's a 'talk to the hand the face ain't listening' answer that's enough to drive even the most patient of customer barmy bonkers made worse when you are no longer even one of them. 

[#13]

@Minivanman  Where have you moved to? I am due up in January.

[#14]

Back to mother, BT.

Bit more expensive but provision and service is better plus they do not charge that silly extra for a phone number. Easier to deal with than middle man Plusnet sorry to say but like a curates egg, they have only been good in parts.

Wifi much better around the house with their new smart hub 2 as well which is really easy peasy to set up.

[#15]

I left PN and moved to "mother" over two years ago and not regretted it.

At the time I moved they had a pre-loaded reward card which meant I was paying about £22/month for fibre and phone when that card was accounted for. 18 months later I re-contracted and now pay less per month than PN's new customer offers for fibre.

C.S. has been excellent and they offer live chat! I also have an excellent mobile package with them as a Fibre customer along with the "extras" included with their mobile service. There was also a reward card included originally. Paid for a week's groceries!