3,751 Customer Reviews over 376 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-21
- Comments
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When I decided to move to another Internet provider I called Plusnet to find out about the best deal and agreed the best package over the phone. During the phone conversation with the sales representative the whole switch seemed quick and easy, and the offer sounded very good so I agreed to switch, paying for the phone line 12 month in advance there and then. During the conversation, I specifically enquired about free landline calls at weekends and was told that they were included in the package. What sounded like a good deal turned out to be not so good with one big problem after another and not at all what was agreed over the phone?
The problems started with a big mix up switching the broadband and the phone line and it took a very long time before the broadband and the phone line were fully operational. Then months later, when I noticed a large charge on my bill, I discovered that the land line calls were not free at weekends and they were only free for people who did not pay for the phone line 12 months in advance. Every single time I called customer service I have been dealing with very unhelpful staff who are not prepared to even listen to any complaints and just refer you to the small print included in countless of emails received.
I also discovered that Plusnet automatically rolls over contracts for up to 2 years so be warned that once you sign up with them it’s not easy to get out. Also be aware that you will receive a lot of very misleading information to encourage you to sign up, which you will discover is totally incorrect after you commit.
If you don’t want any additional stress don’t consider signing up with this very dishonest and underhanded company.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2015-04-20
- Comments
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Reasonable broadband speed overall, although slow at times even over ethernet.
Customer service is good while you are a customer - it's easy to speak to an English call centre fairly quickly.
When I called to leave, the lady at the Plusnet call centre tried to match the price of the provider I was moving to. When she realised she couldn't match it her tone and attitude changed completely. She became very difficult and uninterested. I was trying to find out how the contract would end before I started with the new company, but she just wanted to get off the phone.
She kept telling me that there's be a penalty charge if the MAC number was not used within 30 days (which the new company told me was nonsense).
It's a shame it ended like this, as I had been happy as a customer. I've subsequently found out that Plusnet is part of BT, with whom I had terrible service a few years back, so things are adding up.
I'm now with SSE, and I'm very happy with their service. Too early to tell about the broadband quality, but great price and service.
- Location
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- Location
- East Anglia
- Reviewing
- Plusnet
- Date
- 2015-04-20
- Comments
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Phoning customer services is torture. Painful music and long, long waits.
Although they have a direct debit mandate and effectively open access to your bank account they have a credit limit on phone calls, which means that when you have a family crisis (e.g. death or illness) and need to use the phone a lot, you are troubled by persistent emails warning you that you are near your credit limit and need to pay more in advance. This lead me to shout profanities very loud. Don't believe their blandishments, they are owned by BT and have the same ethos: you are not a valued customer you are an income resource to be exploited.
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2015-04-18
- Comments
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Plusnet the worst 4 customer service's longest ever waiting times and above all they tell u a pack of lie's just 2 fobe u off wud not recomend them 2 anyone how the hell this company won an award frm which is beyond me customer service's and the tech teams are a total waste of time none of them knw there jobs and i mean that with hand on heart...please dnt make the same mistake as i did keep well away frm this company.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
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I decided to leave plusnet as they kept saying i had had more than my limit and adding extra charges. Once i had apparently gone over my limit at around 10 minutes to midnight before the next allowance so that cost me an extra £5 for a couple of minutes use.
And i am a single person who doesnt use the iplayer or anything, works full time snd just uses broadband for emails and the occasional internet browse. How on earth i was meant to be using so much data i cannot fathom.
Anyway i signed up to EE and it appears plusnet then just cut off my phone and broadband, even though i had paid for the whole month. They said they could not reinstate it now as they were passing it over to EE and the line had started to be checked by BT, Apparently both use BT lines so it didnt need to be checked but they had requested it anyway and said this process could not be stopped once started and i would just have to do without any phone or broadband for a week even though i had paid for this.
I explained i was in the middle of a house purchase and really needed access to my phone and broadband but they did that "the computer says no" thing, and just left me in the lurch.
This has been a nightmare, i guess they are saying its not okay to leave them and if you do you will be punished.
- Location
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- Location
- East Lothian
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
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I booked and paid for Plusnet Fibre Optic broadband. As I am a teacher I cannot take days off from my work so I booked the engineer to come out to set up my broadband during the school holidays - I thought it would be worth the 6 weeks and 5 days wait to receive my fantastic new broadband. After not receiving any contact from Plusnet (although they had taken the money from my account straight away) I telephone them. Lots of frustrating 1980's music later and being put through to 3 different departments it turns out that my order had not gone through. The operator was very apologetic: "It should have been picked up by us but wasn't". This is incompetence and I have cancelled my account (that never started) and I now have to wait 5-7 days for my refund. I do not recommend this company.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
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Plusnet is as reliable as Victoria line during the weekend ( fellow Ldners will understand)
If you are looking for fast and reliable internet provider - Pkusnet IS NOT the one!!!!!
- Location
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- Location
- Guildford
- Reviewing
- Plusnet
- Date
- 2015-04-16
- Comments
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Broadband has been dropping out for over a month. Plusnet arranged for BT to visit twice - no show. Promised to call me back with another date - failed. Cannot contact them online(too busy) or by phone (too busy). And this is supposed to be a COMMUNICATIONS company. Hopeless!
- Location
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- Location
- coventry
- Reviewing
- Plusnet
- Date
- 2015-04-15
- Comments
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100% satisfaction, costumer service you cant even knock! and UK based.
no problems with broadband speed at all and never slowed down at peak times, always reccomend to friends and familys!!
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2015-04-15
- Comments
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i have been with plusnet a year now and they have been amazing, they are exactly what they say they are, affordable, reliable broadband and home phone, the line being stable was a massive worry for me before joining a year back but i can honestly say i have never had my speed drop below what they estimated it to be (9mb) and i have only rang up a couple of times (own mistake forgot my account password) and the team in sheffield who took my call were fantastic, i would recommend plusnet to anyone, i have referred several friends and family and each time one of my friends or family go to plusnet they discount my bills aswell which is a fantastic scheme
- 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.