Plusnet was recently handed the title of most whinged about ISP alongside its parent company BT—and seemingly for good reason given the growing number of customer complaints about the budget telco’s mobile service.
For at least the past few days, Plusnet Mobile subscribers have been hampered by problems with accessing data, but have claimed that the firm is failing to adequately explain what has gone wrong, or when a fix will be applied.
Plusnet launched its SIM-only 4G mobile service—which piggybacks on BT’s EE network—in November last year, after it scooped up Life Mobile’s customerbase.
Life Mobile was bought by EE in 2014, after it had gone into administration along with its then owner Phones 4u. It has now resurfaced under the Plusnet Mobile banner.
But for the best part of a week, Plusnet Mobile customers have been struggling to get online due to apparent problems with their SIMs. Worse still, replacement SIM cards have failed to resolve the data blackhole for some folk. Though others say this has solved the issue for them.
One Plusnet subscriber griped that it was “very frustrating that there are significant problems reported on here [the telco’s support forum] but little response from management.”
Another customer wrote: “it would be nice and very helpful if you could, firstly, acknowledge that there’s a problem, and secondly, perhaps start a ‘sticky’/’pinned’ thread where you could update us on any progress to fix this issue. If customers know there’s an issue and also know that it’s being looked at as a matter of urgency, you’ll cut down on support calls, and people starting more and more threads about the same issue.”
Similarly, complaints on Twitter are—at best—getting individual replies from Plusnet staff, who are also dodging questions about how many customers have been affected by what appears to be a technical blunder blighting the service.
In December, the company released the results of a survey in which it found that half of Brits “are gripped with a Fear of No Data.” The budget telco’s boss Andy Baker said at the time: “As the UK’s newest mobile provider, we’re supporting the battle against Fear of No Data (FOND) by offering fantastic data deals at great rates so the nation can no longer fear a data-less day.”
A pity, then, that data-less days are indeed piling up for Plusnet Mobile customers.
Ars has sought comment from Plusnet, which has promised us a response.
After publication of this story, Plusnet decided to reply directly to theUK Twitter account. Here’s the response, in full:
We are aware of a data issue and it has been confirmed by The Network Support Team.
A fix was put in place last night for all new customers. As for our existing customers, the team are currently working on getting this resolved and we should have further information later today.
It is yet to post an official statement online, however.
Plusnet e-mailed the following statement toon Wednesday afternoon:
“We are aware a small number of customers who received Plusnet Mobile SIMs within the last week have been affected by a configuration issue which means they cannot access data services. Our supplier is working hard to restore this for all affected customers as quickly as possible. We apologise for any inconvenience caused.”