I bought a monthly contract from PlusNet online and my ADSL line was finally activated on 15 August. On the 17th August the internet promptly failed and after spending an hour trying to connect without any success, I realised that there was no way I would be using my broadband connection to work from home that day and rushed off to work (luckily, this time the failure was fixed in a couple of hours).
The following Monday, which is 21st of August, the broadband died again and it has never worked since. Instead of enjoying a PlusNet broadband service, I have been forced to sit on their customer service help line, (which is frankly useless without an Internet connection as all it does is direct you to their online trouble-shooter) and spent lots of time and energy on sorting out the broadband service problem…
I was told that the cause of the problem was BT lines fault and PlusNet had raised the fault to BT. I called BT help line and BT refused to help me as BT only deals with this sort of problem directly with broadband providers.
In desperation, my husband finally persuaded an operator to send an engineer from BT to look at the problem. I then spent a whole afternoon off work waiting for the engineer – who never turned up.
As there is no way to speak to anyone from the PlusNet support team (as I am only ever directed to leave a message), I rang the PlusNet sales line and was told that they did not know how long it would take for the problem to be fixed.
The Internet is a vital part of my daily work and I cannot afford to wait any longer. Seeing the hopeless situation, I asked for a cancellation of my account and a full refund as I am paying for a service I am unable to use. Instead of releasing me from an unusable service, PlusNet demands further £72.00 for line activation and hardware fee, they have refused to give me a migration code or disconnect me and so I am unable move to any other ADSL service.
Apart from calling NTL to install a cable broadband, do I have any other options? I rang OFCOM for help but all the specialist adviser I talked to suggested I do was to wait for PlusNet to fix my problem which I simply cannot afford to do.
It does not sound quite right to me. Is there not any industry regulatory body to protect consumers from such unsatisfactory and virtually non-existent services?
By: Mrs Qian