3,747 Customer Reviews over 375 pages
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2015-03-15
- Comments
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Having recently moved I chose plusnet over BT and others for my fibre optic broadband as exactly the same line but with a better short and long term saving..
Communication prior to install was excellent with daily SMS and email updates.
Router arrived by post on time.
BT engineer phoned 8am letting me know He was 20mins away...He was polite courteous and removed his shoes. His work installing their modem was finished very quickly he even set up the plusnet router. I was up and running instantly the speeds I'm getting are 38down and 18up which are the top end of the claimed estimates.. I'm more than happy..
- Location
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- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2015-03-14
- Comments
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Customer service is awful,I ordered weeks ago but theres been problems all the way. No one can tell me whats happening when I contact them but they always tell me someone will contact me, so far I have never had anyone contact me at all! I have no idea when my internet is actually going to be installed!
- Location
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- Location
- Denstone, Staffs
- Reviewing
- Plusnet
- Date
- 2015-03-13
- Comments
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We have a poor line here in Denstone so I moved from BT to Plusnet... and have not really noticed any difference - only its cheaper. However today I find that PLUSNET McAfee does not support MAC PCs (BTs does) - a fact that was not made very clearly in Adverts!!!! BEWARE. The customer services were brusque... read T&Cs carefully - last line in page of writing :o)
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-03-13
- Comments
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Absolutely awful. Took weeks to get an installation, and now our internet is down and I've tried for days to get in contact. I've tried send an email, using their online chat assistant, and calling. Calling up means wIting at least half an hour-which you're paying for-and I've called 3 times and still haven't spoken to anyone. The online chat assistant refused to talk to me and ended the conversation before I could get a word in because I was not the account holder (I'm his daughter and he doesn't even live near London) but I didn't have. Chance to tell them that. And lastly if you try sending an email it takes them at 32 hours to respond which if like me you have no internet that isn't really helpful. Worst service I've ever used.
- Location
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- Location
- Uk
- Reviewing
- Plusnet
- Date
- 2015-03-13
- Comments
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Outrageous. Miss sold product resulting in heavy bills with no recompense from customer services other than "well you can complain if you want but it's just the way it is" I'll be cancelling today.
- Location
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- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2015-03-12
- Comments
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During the initial 14 days the connection was great, however as soon as this period passed the connection has become increasingly unstable requiring multiple resets in order to access the Internet. Do NOT choose plusnet as your service provider
- Location
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- Location
- Bushey
- Reviewing
- Plusnet
- Date
- 2015-03-12
- Comments
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Absolutely appalled with their service. I joined plusnet in Nov 2013 and ahd no issues for about 8 months. After that, I have had issues after issues. This is the second line my phone has gone dead. The first time, they were able to fix it within a week. This time, they tell me they have no idea because it is an underground fault and they need to dig up..etc. and have to get permission which takes up a lot if time..etc. I have paid for my land line in advance, so they have taken my money but it has been over 2 weeks my land line is not working and they cannot tell me when it will be working. So, I have paid for a service I cannot use. Since Nov 2014 I have had broadband issues where it keeps going off at various times. Every time I called them, I had to wait for about 30-35 mins to speak to someone. Then I got told various things, promises that everything will be fixed but the issue was still there. The funniest thing is that every time I called, the person Is poke to apologised on behalf of his/her colleague for the misinformation they had previously given me!! What kind of company is this? What kind of training are they given where one colleague has to apologise for the other for the wrong information I was given. My land line is till not working; I made a formal complaint and the manager or whoever it was had the nerve to tell me that they cannot give me a guaranteed time of when my issue will be fixed and also cannot guarantee a fault free service!! I requested to be let off my contract but again was told that they cannot do that because the fault was not due to them!!I mean really??? Yes, they use BT services but that is not my problem. I am their customer and if they cannot provide a service then they are at fault. I am now stuck with this useless company. I regret using their services..stay away from PLUSNET!!!! Stick to virgin media or Sky!
- Location
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- Location
- Maldon
- Reviewing
- Plusnet
- Date
- 2015-03-09
- Comments
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Main gripe I have is when something goes wrong and you need to contact them - you're hanging on for half an hour before someone is available to speak to you. That's terrible customer service. Customers waiting for than a minute to get connected? I would sack the entire call centre management team! Most companies operate within 90 second call answer rates as their target SLA. God knows how PlusNet can live with themselves, given the time it takes to speak to someone there. Clearly the senior management of this company care given the fact that this is happening ...
- Location
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- Location
- Evesham
- Reviewing
- Plusnet
- Date
- 2015-03-08
- Comments
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Until recently we had not had cause to contact Plusnet technical support or customer service. Now we have, we fail to understand their claims for good customer service completely.
Sunday 11th January our internet just stopped working. All the normal processes were followed with the technical support team but it was necessary to call an engineer. 1/2 day lost from work , no engineer turned up despite having spoken twice since to the fault team and being advised to pass all new information we had to the engineer visiting Wednesday. When challenged Plusnet just said someone cancelled it at their end and they didn't really know why ! They shut the fault down after engineer 1 assuming it was fixed. 5 engineers, 5 lost days from work they decide it's REIN issue and despite everyone from the faults team to BT knowing it was a dusk to dawn issue, they sent the engineer at 1 pm. This was 4 weeks ago and they have sent 1 text and 1 email since. Having heard absolutely nothing, and suffering without broadband at key times ( after work in the evenings) for 8 weeks we decided to call and cancel our contract on grounds of non performance. Only to be told by the customer service team member that I was telling lies and that I had been getting service. He absolutely refused to take notice of what I was saying about the down times and refused to read their own records to verify this. Infuriating to say the least. Then I spoke again to technical only to find out that they had closed the fault case down again in 16th Feb. 3 times they have had process failures and they will not accept that they have issues!. They need to be on watchdog. We suggest everyone who has suffered from their rudeness and incompetence contacts Watchdog and the relevant ombudsman ASAP.
- Location
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- Location
- Northwest
- Reviewing
- Plusnet
- Date
- 2015-03-06
- Comments
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Since i took their "Fibre" 80/20 service it has suffered from congestion during peak times,(slower speeds )and Plusnet seem to be incapable of finding out what it is,this problem has been ongoing for over 2mths with no resolution in sight,I have several friends who live nearby same area and they are with different providers but have the same product 80/20 (FTTC) and they are not seeing the issues that i and other plusnet customers are So it looks to be something that plusnet should know about and be able to sort out
- Location
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