Customer service leaves a lot to be desired (PlusNet)

Member Name: happypanda

Product:	PlusNet
Date:	07/07/09 (100 review reads)
Rating:

Advantages: fast when it runs, unlimited

Disadvantages: Customer service, unreliable.

~What is it?~
Plusnet is an Internet Service Provider (ISP), based in Sheffield , UK, they provide broadband, phone and dial up internet.

They are one of the few ISPs to tell you honesty what speed you will likely get, at minimum, although it is usually much faster, and unlimited means unlimited!

~Are they any good~
Well I have just joined them, they didn't tell me when we were going to change over, just that it would be very quick. I didn't receive anything in the post, and one day our internet just stopped working. I waited 24 hours for it to come back on, but nothing happened, eventually I had to phone directory enquiries to get in contact with Plusnet, as I couldn't find the number online, with no internet. When I finally got through to them, they told me that yes they had switched me over, when I asked why they hadn't sent me anything in the post, they simply said they didn't know. So we asked them for our username and password, then asked them how to set up our modem.

It was only then we were told that our modem was not supported, and they had no idea how to set it up. I asked them "what am I supposed to do?" the answer? "Use another modem," oh yes, I have them all just lying around my house don't you know. They gave me some settings to put into my modem when I figured out how. It took me several hours, and then when I put in the settings, they were wrong! I had to figure it all out on my own, without their help. It was very frustrating,

~Online~
Finally online how is it? Well when it works its great, I get about 2.8mbps, but I get 'black spots' where the internet stops for about 3 minutes for no apparent reason and I can't go anywhere. A pain when I'm trying to work. But it is fast when it works.

~Cost~
The internet and phone cost us about 27 pounds, which is about average, since it is unlimited downloads, and what attracted me to it, is that they say it is actually unlimited, not capped if you download too much. I do a lot of downloading so I appreciate this.

~In conclusion~
Don't really on customer service, and don't expect smooth running, but compared to Tiscali, it is a godsend.

Summary: Better than a lot of providers.