3,751 Customer Reviews over 376 pages
-
- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-06-03
- Comments
-
I've just finished a contract with Plusnet and beginning to transfer to someone else. I took up their unlimited fiber option, which at the time was the cheapest option. Considering there adverts are all about great uk customer serivce, I thought what could go wrong. Turns out a lot. When the internet is up and running, it's great. Well exactly as any other BT based fiber product would be. SKY/Talk Talk ect all use BT wholesale products. That is they pay BT to provide the fiber broadband. Which is quite a good service, although BT charge a lot compared to Virgin media.
Anyway back to Plusnet. Their backend computer system seems very prone to mistakes. Mistaken transfers, not activating at the right time ect. This wouldn't be a huge problem if you just had to inform Plusnet of these mistakes and they dealt with them. However there call wait times can often go into the hours. At minimum 15 minutes. I do have to admit once you get through to someone they are knowledgable and very helpful. However often you need to be transferred to someone else, meaning an hour is taken trying to fix a problem that wasn't your fault. Which is frustrating. When a problem isn't my fault and I have to fix it, I except 5/10 pounds knocked of my bill. That has never happened with the 4/5 problem I have phoned them about.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2015-06-02
- Comments
-
Trying to actually contact someone at Plusnet?? Hmmmmm 1 hour and 30 mins is a record. Which best by?? Really Which. I think you may need to call through to the customer service line Which Mag. Awful service.
- Location
-
- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2015-06-02
- Comments
-
DON'T join PlusNet. Moved from Talktalk because of service issues and to save money, what a mistake!
Poor speed and connection issues for past 2 months. Trolled through PlusNet procedures and line checks and 3 separate routers until finally they agreed to send an engineer out to check the master socket but with the proviso that if it wasn't faulty it would cost me £50 for the visit. Lo and behold before I could give them a date my son (who's been monitoring the connection stability on his laptop) announces that it been connected for 24 hours without a problem. Left it a further week and still no disconnections. Rang them to ask for the line to be rechecked and suggesting that it was a MASSIVE coincidence that the line has repaired itself and got the answer that it was probably the internal wiring and that it took a few hours for the connection to settle down once I had moved the router onto the test socket for diagnostic purposes (it was actually several days before I told them I'd done it). What! electronic appliances have to have a think about whether they fancy working or not!
Personally I think that was a ridiculous answer and seems to point to them resolving the problem but not wishing to admit liability for the months of poor service.
I repeat DON'T use this provider Talktalk was mediocre PlusNet are worse.
I was with TT since it started and now wish I'd stayed with them. Can't wait for my contract to expire.
- Location
-
- Location
- Barry
- Reviewing
- Plusnet
- Date
- 2015-05-28
- Comments
-
I joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.
Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!
I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.
If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.
- Location
-
- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2015-05-28
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
-
After the experience I've had today with Plusnet I find it incredible they have any customers - I spent the day waiting for a fibre engineer to install broadband - no show - after an hour on the phone it seems bt changed the appointment to tomorrow - and they accept the alteration wasn't passed on to me - demanded a full refund and got it ..... But feel I should get some recompense for the lost wages te on the and interest on the monies I paid them in advance - I see no reason why I should be out of pocket by even one penny when it's a communication issue between them and bt ! Not impressed that a company could make such a Ridiculous error........ I'm gonna try sky next as my previous attempt with Talk Talk was equally bad
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
-
Worst internet provider ever! Should have had internet a month ago and still nothing. They send me regular texts with empty updates and false promises. As they're not conclusive, I need to call customer support 2 / 3x p/week and the staff is rude and doesn't have a clue about the issue being discussed. Couldn't be more unsatisfied. Wouldn't recommend it to anyone! Not even my worst enemy.
- Location
-
- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2015-05-25
- Comments
-
This is the worst broadband service provider EVER. After being with SKY I shopped around for a cheaper deal, and now I know why they are cheap. After getting no signal & being unable to connect to broadband, I rang them during the day as I work,umpteen times, many of those after being on hold for ages. However, as I wasn't next to my broadband, and the fact I live miles away from work, there was no way I could attempt to correct the issue over the phone, and they suggested I call back in the evening while I can access my laptop. After a 40 mile hike home and finally sitting down after work I tried to call them on a few occasions, holding for 28,25 and finally 22 minutes each time, and still failing to get through, so heaven knows how long I may have been holding. I called back and asked if someone could call me at home, as I couldn't get through, as I had done on previous occasions with SKY, who happily oblige, only to be told by Plusnet that they don't make outbound calls!!!! After weeks of trying to resolve the issue, speaking to their customer service department, who aren't at all helpful, I ended up speaking to a new customer service employee, who after listening to me, felt he could get someone to call, as he described that as an easy customer service fix, only to return to the telephone astounded to find that he couldn't get agreement from any senior management to be allowed to make an outbound call. This eventually left me with no choice but to cancel my direct debit. As this isn't something I would usually do, I called them explaining what I had done, and that I was willing to pay the 3 months service I hadn't actually received! This wasn't enough and they demanded I pay the full twelve months contract, after a stand off, where no compromise was offered, they eventually issued Moorcroft debt collectors to chase the payment with the threat of court action.In fairness to the guy at Moorcroft, he even agreed he couldn't believe it, and offered to speak with PlusNet with my side of the story. I forwarded the letter to Moorcroft I had previously sent to PlusNet, but they were steadfast in their decision, and I had to pay the full twelve month contract as well as SKY. Lesson learnt, SKY may be slightly more expensive, but they both come up with the goods and are ten times more customer orientated than PlusNet, so do not use them.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-05-23
- Comments
-
Only works well with 3 devices or less... Any more and speeds will drop.
- Location
-
- Location
- Maida Vale, London
- Reviewing
- Plusnet
- Date
- 2015-05-22
- Comments
-
The worst supplier I ever had. Useless customer service and minimum 20 min waiting at anytime.
Everytime there's some issue (and will be very frequent) only God knows when it will be sorted and the anwser is always the same "sorry we cannot do anything about that".. so what am I paying for?
I regret myself for choosing Plusnet!!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.