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Review by Ignite
Good "I can't think of anything so far"
- Location: UK
- Cost: $35 per month (12 month contract)
Bad "Pre-sales information wrong, 4 weeks in and still doesn't work properly, rude customer service, scripted robotic support"
Overall "Avoid this ISP until they've fixed support issues"
|Pre Sales information:|
Value for money:
Have avoided ISPs like Plusnet due to their using BT Wholesale as their provider, and now I know why. I work from home a fair bit and we were told there would be virtually no downtime which wasn't true. The phone line was down for over 10 hours and we had to call in to get them to enable the broadband service. This was problematic as we hit a customer service rep who talked over us, kept repeating herself and refused to escalate to management. When she eventually did the broadband was up within minutes.
So finally it's up and proves to be unstable. Plusnet want to send an engineer to the property, we point out that the service on previous operator was absolutely fine hence it seems extremely unlikely that an issue has suddenly occurred on the line at the exact same time as migration to their wholesale supplier. Eventually Plusnet reach out to their supplier who finds an issue and resets a line card which seems to fix that issue.
Sadly it only exposed another issue. Performance remains poor, stability is dubious, and packet loss is a real problem. VoIP and gaming are impossible, browsing stalls, downloads freeze at times.
When the install was done Plusnet's supplier would have had someone in the CO / exchange who rewired the line to their equipment. It would make sense that this is where the issues stem from however Plusnet insist on sending an engineer to our home for the second issue as they have scripts that must be followed and processes that must be adhered to.
This is all new for us. We previously used Sky, who virtually gave away broadband service as part of a value add and retention deal with their DTH TV service. They did not use BT Wholesale but instead purchased control of the copper lines themselves and it shows. When an issue occurred they immediately set about resolving it.
We have gone from a service that showed zero packet loss and was up continuously for weeks at a time to one that fails virtually daily and is unusable for anything loss sensitive. We are stuck going through a slow resolution process while Plusnet and their supplier run through their scripted troubleshooting process when the fault almost certainly happened when the line was rewired and this being done again, properly, may well resolve the issues.
Hugely frustrating and I have never had an experience like this in the entire time I've been using the Internet at home, well over a decade.
I have avoided services based on BT Wholesale for nearly a decade now. This has reminded me, big time, why I did. The bad grades have to go to Plusnet, they are the people who've failed to provide me a decent service in 4 weeks, but mostly they belong to BT Wholesale.
member for 9.9 years, 1964 visits, last login: a few hours ago
lodged 209 days ago
Review by BIGbadjohn
Good "Unlimited download 12am to 8am. One month contract on this option. Free modem if staying for more than one year."
- Location: Ireland
- Cost: $26 per month (month by month)
- Install: about 7 days
Bad "None at all."
Overall "I get a fairly steady 4 - 5 Meg download speed. Only reason I ever think of leaving would be for more speed."
|Pre Sales information:|
Value for money:
I'm sorry but I can't think of any bad points with Plus.net. If ever there is a drop in speed a quick phone-call has me back up to normal.
Going on my experiance over the past eleven months I could safely recommend Plus.net.
Now that I've had some time to think, I think Plusnet are the best for the money. The service is reliable,support is as it should be with knowledgeable staff.
Speed is 9 Meg down and 1 Meg up.No download limits.
member for 11 years, 1911 visits, last login: a few minutes ago
updated 326 days ago