Plusnet Customer Service Issues

I would like to share that Zen Internet will be reaching out to coordinate the transfer of my phone line on September 7, [redacted]. Since Zen is setting up my new FTTP broadband on the same day, I am informing you that I am discontinuing my broadband service with Plusnet and providing the necessary 14 days notice for termination. Although my Plusnet broadband was supposed to end on September 18, I realized that you will be charging my next payment on September 17. It would be more logical to end the broadband service on this date. I spoke with a Customer Support representative today who mentioned that I didn't need to inform you about cancelling my broadband as it would be handled automatically when Zen requested the phone line transfer. However, this advice contradicts what Zen has told me, hence this message.

I have recently switched to Plusnet's SIM only deals with Account Numbers: [redacted] & [redacted]. I have activated the new SIM and am in the process of transferring my old number from O2. However, I am experiencing a lack of service from my home address with your network. While I can get 3G a few hundred yards away from my house, I cannot get any service at home where I work as a self-employed individual. Despite having good coverage in Derby and Birmingham while working there, I need consistent service at home. Since my number has not yet transferred, I would like to halt the porting process in order to revert to my O2 SIM and explore other options due to the affordability issues with O2. The Plusnet deal seemed perfect especially considering the coverage map showed I should have service at home.

Subject: Plusnet Contract Complaint To Lisa Hardie, Head of Customer Services I am writing regarding my account, username nicola5, and contract ref [redacted]6. I've been a customer with Plusnet for a few years, and I recently encountered an issue regarding the increase in my monthly bill. Despite being told that prices wouldn't change during my contract, I was surprised to learn about the £9 increase, bringing my bill to £37.99 per month. Being a pensioner, this unexpected rise is challenging for me. I added "day time calls" to my contract on 27th February [redacted], extending it until 26th April [redacted]. However, considering the sudden cost hike, I feel compelled to terminate my services. I was offered a reduced rate of £30 per month, but this is still beyond what I can manage. I have documentary evidence of the original contract end date and the subsequent amendment in emails from Plusnet. I believe it is crucial to rectify this situation promptly to avoid escalation to the "Ombudsman." I am prepared to settle any outstanding dues in line with the terms of my agreement. I trust that this matter can be resolved amicably. Sincerely, Kristina H.

I have difficulty with memory and struggle with verbal and chat communication due to my condition. As I am overseas for two weeks, calling is expensive. After canceling my slow Plusnet broadband, I never received my final bill with penalties. While abroad, I got an email about payment urgency. I want to settle the bill but can't access the details since the account is closed. Logging in provides no info, just prompts for calls or chat, which I can't manage effectively.

I've been experiencing issues with my mobile phone cutting out during calls for the past two weeks. Additionally, my internet connection has been exceptionally slow, taking 10 minutes to boot up my laptop this morning. I've also been receiving bothersome calls on my landline, prompting me to unplug it due to a recorded message claiming my line or internet account has been compromised. Contacting Plusnet used to be straightforward, but now it's become challenging and time-consuming.

Since I started using your service, I've noticed a significant drop in signal strength on my iPhone 6 and other devices in my household are also experiencing the same issue. Even visitors to my home have complained about the poor connectivity. This has been going on for quite some time now and it's frustrating that I can't even use my mobile phone properly in my own house. I believe it's fair to request an improved service and a rebate for the poor or non-existent service I have been receiving. Additionally, my previous mobile service provider is still pursuing me for payment, which I thought would have been resolved by switching to your service. Before signing up, I was assured that I would have good signal coverage. I am looking for a solution to these problems and hope you can assist me with this matter.

Subject: Contract Cancellation Request for Plusnet Services Dear Customer Service, I am writing to request the cancellation of my Plusnet contract for Unlimited Broadband and phone. The reason for this cancellation is due to a change of address. I am moving in with someone who already has internet services, and therefore, I no longer require the service from Plusnet. I have tried to contact the provided phone number, [redacted]0, several times, but unfortunately, the connection was repeatedly interrupted. Hence, I am reaching out through this message to ensure a prompt and efficient cancellation process. Previous Address: 97 Longfellow Road, Stratford-upon-Avon, CV37 7PR (Account Username: bratek68) Thank you for your understanding in this matter. I apologize for any inconvenience caused. Best Regards, Renata A.

I recently requested to transfer my broadband to my new home which I purchased. I agreed to extend my contract by 24 months and to cover the increased cost. We had agreed on a date of January 3rd, [redacted], for the appointment. However, to my surprise, I was told that the date had been changed to January 13th, [redacted], without any prior notice. I spent 21 minutes on the phone with your support team before getting disconnected. It was disheartening to learn that you were aware of the date change on December 27th and never bothered to inform me. I find the new appointment date unacceptable, especially since I had taken a day off work to be present at my new home for the original appointment. Why was the service cut off at my old address if the engineer wasn't coming? This experience has left me extremely dissatisfied, and I have decided to cancel my order and terminate my current contract. Sincerely, Jason W. [redacted] [redacted]

My contract with Plusnet is ending on 07/02/[redacted]. I have not received any communication regarding the charges after the introductory rate ends. Upon checking my online account, I noticed that they expect me to pay nearly double the current rate and extend the contract to eighteen months instead of the original twelve. I am disappointed by the lack of proactive communication and find the significant increase in charges unreasonable. I hope to address this matter without enduring long phone waiting times as I have in the past with Plusnet or being pressured into making quick decisions during a sales pitch.

Renewal Request: Hi, I would like to continue using Plusnet and need options for renewing my contract that expires on 23rd July [redacted]. I am interested in a plan similar to my current one without a call plan and with access to the BT Sport app. I am open to 12, 18, or 24-month plans, but I prefer not to commit too far into the future given my age. I have tried to renew online but haven't found a satisfying option. Referring to your message from 21st June stating a price increase after my contract ends, I am looking for a deal that aligns with the value and service Plusnet offers. Thank you, Malcolm

I signed up with Plusnet for phone and high-speed fiber broadband on June 21st, made the first payment of £31.99. Despite the transfer date from SKY to Plusnet being set for July 7th, there was no connection after SKY cut off the services on July 7th. An email on July 19th informed me that my order had been canceled. After contacting Plusnet on July 20th, the order was reactivated, but I lost my old phone number and was given a new one due to the delay. My phone started working on the new number on July 23rd. On the same day, I received an email stating that the broadband was ordered but would be at standard speed as high-speed fiber was unavailable. I am an 83-year-old woman who relies on these services, especially during the current Covid pandemic. I am disappointed with Plusnet for losing my house phone number and charging for services they cannot provide. I need to ensure they only charge me for the standard broadband rate and only for the time when I have or will have the service.

After completing our contract with NowTV, we decided to switch our broadband and home phone services to Plusnet. We received a confirmation letter detailing the changeover date for 20th August [redacted]. However, when our expected router did not arrive on the 19th, we realized there was an issue. A conversation with a Plusnet representative revealed that a mistake had occurred, and our existing number was not transferred to their system from BT, the infrastructure owner. As a result, despite NowTV disconnecting our service as requested for the changeover, Plusnet informed us via text that our broadband and phone services would not be active until September 3rd, with a new number. This delay is inconvenient as we heavily rely on these services. I am currently supporting my wife through redundancy consultations with Marks and Spencer, while I require regular communication with my doctor and hospital for my blood cancer treatment. We urgently need this situation resolved as reaching Plusnet has been challenging.

I notified Plusnet about my move and was informed they couldn't provide fast Internet at my new address. Despite this, they claim I owe them for a missed payment. I reached out twice before about the internet going off with different explanations each time. I cancelled my direct debit as I'm no longer a customer and struggle to reach Plusnet via phone or live chat. I left them as of August 31st. Best, LM (Address and Contact Details redacted)

Hi there, I am extremely dissatisfied with the service provided! The payment that was supposed to be refunded after the cancellation still hasn't been processed after 4 months. Please address this issue promptly. If I do not receive a response soon, I will share my experience on Twitter. Tim P.

My broadband installation was rescheduled to today after contacting Plusnet. Despite being promised a set-up for this morning, I spoke with Shoaib Afzal from Plusnet who intended to call me back within 20-30 minutes. Unfortunately, I missed his call, but he left a message regarding the progress of my order. The message states that the PSTN order is awaiting progress related to Fiber order with 02 NETWORK RECORDS activity. They mention a 48-hour waiting period and a review date of 06/10/[redacted]. Due to a high volume of calls on the main Plusnet line, I am unable to get through. I am confused by the message and cannot wait until the 6th of October to have my broadband set up, as I require it for work.

I download emails to my laptop and they are automatically deleted. Lately, I've had trouble receiving emails. When I checked my webmail, I found around [redacted] emails marked as potential spam. I'm trying to delete them, but I can't do it quickly enough before the webmail auto-refreshes. Queries: 1. How can I pause or reduce the frequency of webmail refreshes to give me more time to delete emails? 2. I see errors like "fetch...fail" or server errors. I think it's due to storage overflow. I've tried adjusting priorities and email sizes, but the fast refresh rate still interrupts my deletion attempts.

I have Plusnet broadband and email. While the broadband works fine, the email service has been deteriorating over the past few weeks. This has been very frustrating for me, especially as I am currently dealing with the recent loss of my wife. I rely on my email for important communication, including details about her pending funeral. The error messages I receive include 'Server error', 'Unable to send message', and 'Change of network detected'. Additionally, I have trouble attaching documents or photos to emails as they often fail to upload. I manage my folders by selecting which ones I want on my home screen, but they sometimes disappear or unselect themselves overnight. Opening a new email can also be slow and occasionally times out. Despite having a new laptop, these issues persist, making me consider switching to another email provider.

I am currently paying £10 monthly for BT Sport through my account. For over a week now, I have been attempting to access BT Sport online without success. Each time I select my BT Sport channel to watch and hit play, after about 20 seconds, I consistently receive the VC526 error message. I have tried various troubleshooting steps like resetting my router and clearing my browsing history without any luck. I did contact your team over the phone, but due to my hearing impairment, it's challenging for me. The promise of a callback from the technical department never materialized. I am reaching out with this complaint in hopes that the issue can be resolved by Christmas, as I will be spending it alone due to the current circumstances.

Hello, I am a new customer and wanted to share my positive experience so far. I have received the new router promptly, and the Broadband connection was set up on time. The upload and download speeds in mbps are very good and meet the specified standards. I am happy with the speeds and the wireless reception, even at a distance from the router. I have a couple of questions. My previous ISP, Supanet, is charging me a £35 Broadband Cease Fee because I did not request them to transfer my service to Plusnet. I thought Plusnet would handle all transfer arrangements, as advertised. Additionally, I am disappointed with USwitch. I selected a Plusnet BB and phone package through them, expecting a cost of £31.36, but found out it would actually be £33.36. Maybe I am just a slightly confused 'Silver Surfer', but I wanted to share these observations. Regards, Stuart T.

I currently have a Plusnet broadband contract set to expire on 27/9/[redacted]. I recently moved out of the property at 5 Priory Square, Walton Wakefield WF26NZ on 16/7/[redacted] due to the end of my relationship with the property owner. Due to having undergone an HSCT bone marrow stem cell transplant, my speech is significantly affected, making it difficult to call Plusnet. I have been unsuccessful in finding a Plusnet email address and the online chat service was not helpful. I want to inform Plusnet that I do not wish to renew my contract or continue using their broadband services until I have recovered from my illness and settled in my new home. I hereby give notice to cancel my Plusnet broadband account by 09/09/[redacted]. -Franco Gargaro