Hi All

As you are probably aware PlusNet are working with Moneysupermarket.com to try to help their customers or answer any queries in our forum.

This is part of an ongoing drive for us to help users by giving them access to providers and enable a two way dialogue between forum members and the providers. This is in part to try to help resolve technical / customer problems but it's also an opportunuity to share experiences, inform users and answer queries from users who might be thinking about signing up to PlusNet

Please feel free to talk in the PlusNet forum - one of their staff is usually monitoring this sub folder and should get back to you within 24-48 hours.

Kind Regards

Jason Lloyd

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Jason Lloyd

moneysupermarket.com

I'm currently with Orange and I will admit that, until I looked here, I'd never heard of Plus Net.

So maybe they could start by telling us exactly who they are, where they came from (so to speak) and what kinds and levels of service they provide.

An idiot's guide to Plus Net, if you like, for this idiot in particular!!

Cheers!

Cat

Good idea, so come on tell us about yourselves!

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Jason Lloyd

moneysupermarket.com

Cat,

I am not a Plusnet staff but their customer, i joined them when i shared a house with my mate in early 2005.

I got my own place last year and continued with them, currently i'm on "BBplus upto 8MB package" for 14.99 a month.

I will admit, their customer and technical service is excellent, i have only "experienced drop in connection" once, since i joined them, ( it didn't last more than an hr). their call centre is in the UK 24/7 service, on 0845 local call charge.

Their email facility is webmail and i can assess my email from any computer connected to internet, they always notify me by email before taking the direct debit each month.

Sadly i have to leave them once my contract ends cos of low speed, i always get about 512kbps due to me living about 2km from my exchange.

I am considering switching to cable BB, but if the speed changes positively, there is no doubt i will stick with them.

 

Thanks Zizzy - I will keep that in mind.

 

Cat

Well.... where to start?

I think the best place to look would be our 10-year-timeline at http://tinyurl.com/39o2bh  There's nothing on there that I could explain better.

I think one of the most significant events since we started out 10 years ago is our recent acquisition by BT.  With their added investment in our brand, our products, and our platform, we're in a really good position to be able to offer the best value internet service on the market today.

As I explained in another thread, we have a fairly unique ethos at PlusNet in that absolutely everything we do is centered around our customers.  We're one of few ISPs that you'll see interacting with our customers via Forums / Open Day's etc... and we also have a UserGroup who help to keep us on our toes.  The aim of it is to ensure we're the most customer-friendly and customer-focussed service provider around.  We take customer feedback very seriously and we actively engage with customers on various forums, including our own.

As Jason has said, we would be more than happy to answer any questions anyone may have. :-)  We look forward to working closely with the guys at moneysupermarket to help customers find the most suitable broadband service for them.

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Kind regards,
Liam Martin
PlusNet Comms Team

zizzy:

 their call centre is in the UK 24/7 service, on 0845 local call charge.

 

Also have geographical support numbers too :)

 Have a look at the link below for more information.

 

http://vox.io/boR
 

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Kind regards, Chris Parr
PlusNet Comms Team

Oooh, now that's a big issue for me!!

I can call geographical numbers for free but not 0845.  Like many of us on these free call package plans!

Ok, Plus Net, you just scored a major hit!

Cat

 

Chris,

IT is absolutely nice to see an ISP that have geographical support number  that it is not  for "selling" purpose.

As BT is your parent company, what are they doing to upgrade some exchanges? i live about 2km from my exchange but my speed is always 512kb. my next door neighbour  gets upto 3mb speed on another ISP. 

I use my BB for work, surfing, email and occasional download, i don't think i ve ever used upto 2gig since i joined Plusnet.

I love PlusNet but the slow speed is driving me to Cable BB.

This is where some confusion quite often occurs.

BT are actually split into a number of different companies, BT retail are the one that chose to buy PlusNet.

As such we cannot influence the other BT companies any more than any other ISP, this includes BT Wholesale who look after the exchanges. 

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Kind regards, Chris Parr
PlusNet Comms Team

Hi

I've heard that when Plusnet bring out a new, improved deal, they do not make that deal available to existing customers.  So if, say, the price of Option 2 falls for new customers to £12.99 from £14.99 in a few months' time, this would not be passed on to existing customers.  

Is this correct and, if so, why?

We changed all the residential products back in April and customers new and old can change to these.

http://vox.io/piho

We will not automatically enforce a customer to change product as not all customer would wish to do this but there is a process in place to move customers that request it.

 We also emailed the entire userbase with details of the new products to give them the opportunity to switch.
 

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Kind regards, Chris Parr
PlusNet Comms Team

Chris

 Thanks for the reply.  However I'm not sure it answers my specific question.  Would a cost saving be passed on to a customer (if that customer requested it) in the situation I described, without affecting their contract in any other way? I'd be grateful if you could clarify this.

 

As we tend to bring out new products, different features and usage allowances, rather than change the prices of existing ones the question cannot really be answered.

If the price of an existing product changes and the actual product remains exactly the same then yes, this will be passed on to the customers.

As an example, last year we upped the usage allowance on the product set at the time, all customers that were on the products we altered this on got the new improved usage allowances.

 

The changes we made this year were completely different products to previously which is why we did not enforce the change for any customers. 

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Kind regards, Chris Parr
PlusNet Comms Team

 

Chris,

 Sorry for not posting this reply early,  unfortunately you did not answer all my question,

My question is why is my speed 512kb?, my neighbours' is 3mb on another ISP, we are on the same exchange.