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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » Who should I move to?
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Author Topic: Who should I move to?  (Read 4913 times)

Posts: 5

« on: August 30, 2006, 08:14:21 pm »

I don't need to go into the details of why I want to move ISP.  It will be blindingly obvious to anyone unlucky enough to be with Plusnet.  It's incredible how a company can implode like this...

In short, can anyone recommend a good ISP that honours its commitments to provide some kind of service to its customers?

Posts: 11

« Reply #1 on: August 30, 2006, 08:21:29 pm »

I'm considering giving BT my business.  As you've noticed I'm not terribly excited about my service either.  BT at least are the ones that actually provide the services we all require, and they do have call centers setup to deal with our specific enquiries, and answer the call within a reasonable amount of time.  Additionally, there's no room for them to say well your broadband connection is having difficulties because of your voice line, it's all the same company.  I know they cost a little more, but I think all of us would rather pay a few extra pennies or pounds to actually get a service.  Wouldn't you agree Smiley

Posts: 18

« Reply #2 on: August 30, 2006, 08:34:13 pm »

I know they cost a little more, but I think all of us would rather pay a few extra pennies or pounds to actually get a service.  Wouldn't you agree
If your connection is business critical, then you need to move to an ISP that specialises in business, rather than one that resells residential packages to businesses at a higher price, with no extra service, as Plusnet does.

If your connection is *really* critical, there are now some SLA packages emerging, an example is this one:-


There are probably others.

Posts: 2

« Reply #3 on: August 30, 2006, 09:43:55 pm »

Well, (pauses - whilst thinking through recommending another ISP after my F9 experience!) I moved to Zen a couple of weeks ago. The migration was done at 7.50am on the appointed day so all I had to do was reprogram my router and log on. Couldn't believe it would be so easy.

Later that day I had one query re email that needed urgent attention so I went to the Zen site to find contact info. One option was support via IRC, so more out curiosity that anything else, I opted for it. I was connected to a real person immediately and had a solution within 30secs.  Now that's what I call service. And there seem to be a few ex-PlusNet people there as well... wink


Posts: 15

« Reply #4 on: August 30, 2006, 10:46:56 pm »

I have also had it. Good reports from ADSLGuide about IDNet. So far they have been very helpful. It seems to me that many ISPs have a Golden Period of enthusiasm and building customer numbers. Then they over-reach themselves and can't cope and go down the tubes. A bit like restaurants rolleyes I have my MAC ordered and hope to migrate soon.

Posts: 777

« Reply #5 on: August 31, 2006, 12:07:07 am »


If you consider the internet critical to business, then you are better off having either
a) two ADSL services, or
b) ADSL and a backup link, such as ISDN, which can support 64/64 or 128/128.

One option might be to use the PAYG service from Bulldog, which has charges of 3p/2p/1p but no monthly fee (there is line rental to pay, however).  So for peace of mind, and knowing one has a fallback connection available, that could work out better than paying an additional fee for some higher level of service - which of itself cannot actually guarantee a fast (ie near-instant) resumption of service if something goes wrong with your phone line, for example.

There are some devices around which will switch from one WAN link to another, acting like an ethernet switch in front of the ADSL connections, and therefore allow a near-invisible switch from the one ISP connection to the other.  Personally I'd prefer to do it manually so I knew when I was going to be charged 3p/min, but it would be another option for those who have a higher need.

Posts: 11

« Reply #6 on: August 31, 2006, 01:43:58 am »

Not quite sure where the business aspect came in (although I did mention giving my business to BT, as in becoming a fully fledged land line and BB customer) but as we are on the point, I would certainly agree that if you can afford it, having two services into your property is the best route to go.  In Northern Ireland and Ireland, there's a new service that has started which provides radio link broadband.  I believe they do have synchronous connections and the uptime is relatively good.  However in adverse weather conditions the ariel can get moved and this can affect the service. 

In an ideal world I would have NTL cable as my main connection with adsl backup...but unfortunately the area I am in hasn't been setup for cable.  I am actually now considering moving house to a more city area so that I can take advantage of all the fantastic connections out there. 

Posts: 84

« Reply #7 on: August 31, 2006, 07:38:11 am »

...A bit like restaurants rolleyes I have my MAC ordered...
That's not a restaurant - it's a fast food chain wink  Sorry!

Posts: 50

« Reply #8 on: August 31, 2006, 08:42:07 am »

I'm another ex PN who has gone to ZEN, they are excellent, I migrated on the day they said, my web hosting went without a hitch, email is very reliable and I have needed to contact them 3 times with questions, once via irq which was handled very quickly, 2nd time via irq but they asked me to call them as it could not be sorted via irq - they answered the phone within 4 rings and sorted my error and the 3rd time was direct by phone, again answered within 4 rings. I think they are very good and well worth the money I pay them for business active 8000, oh and they have 1 month contracts  smiley grin
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