not the best start

[#1]

Quote from: Chris

If you'd like to let me know a good time to ring I'd be happy to arrange a call to obtain your MAC rather than you having to ring in again?

Coincidence? or did you decide to go ahead with this anyway without waiting for me?
I've just this minute received a call from plusnet asking for my mac code? He stated he knew nothing about this thread or the trouble I'd been having and came out with the now debunked excuse of phone lines being busy over the christmas period.
I'm going to be tied to you guys for a year if I go ahead and at the moment I really don't know if I need the grief.

[#2]

It is 10 days notice not a year except you will have to pay back any freebies such as a router if you leave before the 12 months are up

[#3]

I had an offer of a monthly contract for PlusNet's ADSL2+ service when I asked  Metronet (owned by PlusNet) for a MAC but got put off as the said they'd phone me twice and never did and guy at the call centre (near Mumbai?) said I'd get the MAC in 4 days but forgot to metion that he meant working days - I just assumed he was going to speed things along as part of the special deal.
So eventually, becoming a bit wary of the quality of PlusNet's customer service I just thought I'd go to the other ISP as they were also offering a monthly contract with no setup fee.

[#4]

Why did you want a MAC to move from Metronet to PN, thats an internal move done on a ticket!

[#5]

I asked for a MAC (by phone of course to an 0845 number) because I saw a good offer for ADSL2+ by another ISP. During the phone call I was given quite a good verbal offer for PN's ADSL2+ with monthly contract and reduced price. They promised to phone me back (twice, even had a PM confirmation from PN's Mr Ibbotson that they would) but it never happened. so i eventually got my MAC and am now in the process of moving. Got a bad impression of PN's customer service after looking at the comments on these fora also. All correspondance was from USA which is where I am temporarily.
BTW with my new provider all calls are to a geographical 01 number and a MAC can be requested and obtained online.

[#6]

Quote from: Chris

I'm raising the 20 minute wait message in the management meeting this morning to see why it was on when there wasn't a wait that long.

Chris
What was the result in the management meeting?

[#7]

They advised me that the wait time on that part of the IVR should have been removed and had been left by accident.

[#8]

Chris - reply #21
so has it now been removed?

[#9]

Yes, although at the moment there is a wait of over 10 minutes which has been added to that option on the menu.

[#10]

chris - can you confirm Oldjim's assertion in post #16. If so can you 1) confirm this and 2) point me to where it says this in the T&Cs. If this is the case I'll go ahead, give plusnet a trial and see if your actual service is better than your CS.

[#11]

http://www.plus.net/info2/legal/index.html

Quote

Ending the service   19. Once we have provided the service, you may tell us to stop providing it at any time by giving us 10 days' written notice, unless the service terms say otherwise. We can stop providing the service by giving you 10 days' written notice.   20. If you ask us to end the service within your first 12 months with Plusnet, you may be liable to pay charges relating to the set-up of your service and for any equipment or hardware we have provided. Please refer to the product price guide and separate product service terms for more information.

[#12]

Quote

Ending the service   19. Once we have provided the service, you may tell us to stop providing it at any time by giving us 10 days' written notice, unless the service terms say otherwise. We can stop providing the service by giving you 10 days' written notice.   20. If you ask us to end the service within your first 12 months with Plusnet, you may be liable to pay charges relating to the set-up of your service and for any equipment or hardware we have provided. Please refer to the product price guide and separate product service terms for more information.

can anyone shed light on the red bits? - (I will not be requiring any equipment from PN - so what is "charges related to setup") I've followed the links in the T&Cs and I'm just going round and round in ever decreasing circles.
Chris - have you a) given up or b) run for cover?

[#13]

I think Table 5 here gives the answer http://www.plus.net/info2/legal/price_guide.html#broadband_family

[#14]

Quote

Chris - have you a) given up or b) run for cover?

No and no
Basically all you have to pay if you leave is:
- The cost of any hardware we supplied
- Any costs we incurred setting up your line (activation fee)
So in your case if you migrated in, decided you wanted to leave and then migrated out, it would just be the £40 setup fee and 10 days notice.

[#15]

Chris - just rang 08451400200 opts 1 and 1 and guess what? - 15 minute wait message even though your stats show a wait of around 2 minutes. Do I hazard a guess that despite everyting we've gone through in this thread, absolutely nothing has actually changed?