3,751 Customer Reviews over 94 pages
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- Location
- Swanmore
- Reviewing
- Plusnet
- Date
- 2016-05-20
- Comments
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Speed(33mb) and reliability good. I have been trying to find out why my bill has climbed from around £35 per month to over £60 recently, despite the fact that I have unlimited access. I can't find this anywhere, only answers to questions I haven't asked. Today, can't even log on.
Most frustrating. How does plusnet claim to have excellent customer service? I have not seen it yet.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2017-11-16
- Comments
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pure customer service. the price is increasing every 2 months. Big exit fee amount.
- Location
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- Location
- runcorn
- Reviewing
- Plusnet
- Date
- 2015-03-27
- Comments
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many thanks to both nikky and david for dealing with an old grumpy man who is not computer savvy, long wait on phone to make contact but very helpful and understanding the problem i think has now been fixed
- Location
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- Location
- 38 St Vincents Close, Littlebourne Canterbury
- Reviewing
- Plusnet
- Date
- 2019-02-11
- Comments
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My router keeps dropping out. O Saturday between 7pm and 10pm it dropped out 4 times while I was watching Netflix programs. My download speed today Monday 11th Feb is 8.5 Mbs after dark seems to be the worst time for dropping out off line.
it was a solid connection up to approx December last year. My signal level is too low against the noise level especially after dark.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-02-13
- Comments
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Plusnet chat has been down for weeks. They say this "our chat has been taking offline for the foreseeable future although not indefinitely".
- Location
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- Location
- suffolk
- Reviewing
- Plusnet
- Date
- 2017-06-02
- Comments
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I was sent a letter stating that a debt, (£203.85 plus 25%) had been passed to a collection agency. The first customer service agent said it was impossible to recall the collectors instructions, and made comments about dates of certain orrespondence that was never actually sent. It was only when I called back with bank statement details, which showed the alleged missed payment, that they were sble to withdraw the demand.
How many other people receive this kind of correspodance and pay up. I think customers would like to know that the bills they receive are compiled accurately.
Except for the above, I would recommend them.
- Location
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- Location
- Staines
- Reviewing
- Plusnet
- Date
- 2019-10-08
- Comments
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Took out new contract with plus net in July, believing we had a fixed contract,within a couple of weeks they advised that BT sport was being increased by £5 per month and today advised that our call plan was going to be increased by £1 per month.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2021-03-10
- Comments
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We have been with Plusnet for over 15 years now but the level of service and support has deteriorated over that time. As long as things work you're ok but getting help is very difficult. They dropped the inclusive webspace some time ago and have now dropped the Line Rental Saver option. Much less attractive.
- Location
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- Location
- Harrogate
- Reviewing
- Plusnet
- Date
- 2020-01-20
- Comments
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The actual broadband was very good, but their customer service when closing the account was poor. I spoke to someone over the phone and on chat who confirmed that the account was going to be closed. However, they put me onto a new contract and blamed an error in their automated system for this. I have had to phone up multiple times to sort this, but they do not seem to care. I have left plusnet and to be honest would not return in a hurry. Their customer service unfortunately leaves a lot to be desired.
- Location
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- Location
- Eastleigh
- Reviewing
- Plusnet
- Date
- 2022-11-12
- Comments
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The broadband was fine while we had it. Our problems started when we had to cancel our contract with them. When I called to question the cancellation fee amount I was told we wouldn't have to pay one so I thought great!! A month later nearly £200 was taken from our account! I have since made 7 phone call as to why this money was taken when we were told it wouldn't be and have had no response from any of them. This is the worst customer service I have ever dealt with.
- Location
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- Location
- Neath, South Wales
- Reviewing
- Plusnet
- Date
- 2016-12-17
- Comments
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Maximum available speed is 7.5-8mbps and I am getting 6.8 which is ok. Biggest problem is the abysmal email service which they cannot seem to get right so I am now using via Mozilla thunderbird which is great but why should I have to do this.
- Location
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- Location
- Brigg
- Reviewing
- Plusnet
- Date
- 2020-11-26
- Comments
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Have been with plusnet for many years and up to the last year its been great. I went on their FTTP trial and was getting 80MBPS. But in July 2019 everything went wrong - their billing system failed , and I couldn't change anything on my account - on the plus side they stopped billing me , and haven't done for over a year
Rang up to change something on my account as couldn't do it online , and was told changes could only be made if they closed my old account and opened a new one , but I would have to give up my FTTP and go back to FTTC (speed reduction from 80MBPS to 3 MBPS)
they have now had a year to try and fix , and it just seems beyond them sol leaving and moving to BT
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2023-01-19
- Comments
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Driven to add my comment after seeing a high rating for customer satisfaction. My experience of their customer services has been VERY poor. When I entered into a contract renewal I lost the inbuilt security. I didn't realise as an icon remained on my computer. Was at great risk for a month. Told it would take another month to fix and that I should arrange a free trial service to cover. After the month, still no security. I got free security. I then got a computer problem and the engineer told me my security was very poor. I got some compensation discounts but would rather have had the service. I've enough email correspondence, and records of phone calls, to write a book. After about a year my complaints were pushed up a level. At last some help! I was told to BUY MY OWN security and Plusnet would credit my account with the cost. About 18 months into my 2 year Plusnet contract they advised me that they had changed their security supplier from McAfee to Norton and that this might download and work. It did. I could have done without the time spent and anxiety this cost me. An altogether unpleasant experience.
- Location
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- Location
- Hook
- Reviewing
- Plusnet
- Date
- 2018-09-17
- Comments
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Broadband working fine.
It's the customer service... clever trick, make all your advertisement about how great your service is, and then, it doesn't matter whether it's rubbish or not.
Mistakes with billing dates, 30+mins waiting time, online chat permanently unavailable. Nope, they didn't 'do me proud' one bit...
- Location
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2018-04-08
- Comments
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Main complaint is slowness of their webmail email
- Location
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- Location
- Weymouth
- Reviewing
- Plusnet
- Date
- 2021-10-29
- Comments
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Broadband seems reliable and speed is good.
Try getting through to customder service however; it is impossible. Huge waiting time on the phone until you get fed up and hang up. That alone is enough to want to leave them.
- Location
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- Location
- Tyne and Wear
- Reviewing
- Plusnet
- Date
- 2020-04-20
- Comments
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Plusnet USED to be great - but now theyve gone right downhill - i had 80MB at sign up and after 8 months its 63Mb... they also overcharge A LOT including myself as they have a problematic new billing ystem - they owe ME money and deny it!!!! go with SKY trust me wished i never left
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2022-10-18
- Comments
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Out of the blue Plusnet switched off our answering service on our landline. My calling features package says it is on but it isn't. Plusnet have not responded to numerous requests to switch it back on, they just ignore us! We have had to get an ansaphone as we are signed up for another 16 months. Will think twice before renewing with them again.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-06-03
- Comments
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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
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2017-01-02
- Comments
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After many frustrating phone calls and a lack of communications in charges for engineers for faulty broadband and a rude lady in technical management I spoke to Robert Trueman who proved plusnet did have staff with excellent customer service skills. Thank you Robert for being able to help and clarify issues where other where rude.
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-12-05
- Comments
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The Charges and different things you get told every time you have to call customer services don't ever match up. It takes on average 27mins to get through to anyone, Just to be told that there will be more charges. They all need some more training and the lies, it is not the law not to freeze an account it is just your policy. Don't say things that are not true. Would never recommend plus net to anyone EVER
- Location
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- Location
- Brampton
- Reviewing
- Plusnet
- Date
- 2020-06-26
- Comments
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If you hanker after the old days, you know when mail took a day to receive, then plusnet is for you. Seriously the email is unacceptably slow and is getting worse (and yes I have applied the 'no sort' fix - it made no difference). This has been an issue for at least 4 years that plusnet seem unwilling or unable to deal with. It is incredibly frustrating. I would have avoided on this ground alone if I had known.
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2018-10-21
- Comments
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I decided to move from Plusnet to a different provider however when it became evident they couldn't match the line speed their sales team said they could I went back to Plusnet. Since going back I've had nothing but trouble. I had to join as a new customer because apparently my old account had been terminated. However since then I have continued to be billed for my old and new accounts. Each time I ring them it's at least 30 minutes on the phone on hold ' don't believe what the automated message says about wait time. Its always longer' I've been told numerous times they've sorted and even have emails confirming cancellation but the bills still keep getting generated.
- Location
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- Location
- Oldham
- Reviewing
- Plusnet
- Date
- 2018-04-04
- Comments
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Wen I call first time to finde out all info about I had good service the men on the phone give me good deal and we done online account and all settled up...
Was a bit disappointed about promises in 10 working days will receive cash back check, but newer recived any think....
Was agree by phon about instaletion day but they chenge that, sending message with new date but no times there, I try to call 7 times to finde out what time they are coming, to be at home, but newer get true... Thanks God, this men come after I drop child at the school and I was at home... But if not -it's will be penalty 65 £ ...
Broadband speed is fine but every now and then dessapire...
In general not bad , but some thinks really disappointed!!!
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2021-11-16
- Comments
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Negotiating new contract, 35mins into call put on hold, put phone down after a further 25mins.....not impressed with this, generally few issues with plusnet until this....
- Location
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- Location
- yorkshire
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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I used to get a regular 7 meg plus speed. I now get 5.3 at best. They claim nothing is wrong and blame an extension lead that I DO NOT HAVE. Likely to change ISP very soon.
- Location
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- Location
- goole
- Reviewing
- Plusnet
- Date
- 2018-06-06
- Comments
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When they're good they're very very good.
When they're bad they're awful.
It took 10 days to get the broadband up and running again, as they accidentally ceased my line.
Then they "jumpered" me to Sky equipment in the exchange, which wouldn't work for 3 days until a BT Openreach engineer (excellent) sorted it out.
I was dismayed by a Plusnet woman in the Leeds call centre (Asya) who just wanted to argue with me. She inflamed a bad situation, but all is OK now.
- Location
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- Location
- wrexham
- Reviewing
- Plusnet
- Date
- 2017-06-01
- Comments
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Well looked at all the review after ordered plusnet and I must say that my broadband is fine and fast and does what I need it to do, firestick phone laptop no blips on a normal broadband unlimited for £20 I'm happy with my broadband and me and my partner have been with a few and they are rubbish! But this one has been the best for us. Home move was free even though I just signed up to a diff adress and the customer service well was a pile of rubbish but other than that me and my partner are happy
- Location
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- Location
- Newark
- Reviewing
- Plusnet
- Date
- 2022-06-29
- Comments
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Usually plus net are helpful however the reliability of the service really isn’t great at all - constantly dropping out despite being on fibre!
Honestly going to hunt for a more realisable provider I think
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-07-06
- Comments
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This review will be short and sweet. The speed is as advertised, customer service is great. But spend a second and see all the reviews about how bad and noisy the router is. You could actually hear it over the TV. Plusnet say that is normal.
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2011-03-16
- Comments
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On the face of it the speed is better than I was getting with Orange, which was barely over a dial up connection.
The increase in speed with Plusnet is fairer but when I see adverts ofr speeds of up to 20mb, I feel a little cheated!
- Location
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- Location
- Carradale
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
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After 2 years with Plusnet on Superfast Broadband I came to renew my contract. When I put my postcode into a third party website the cheapest price for a similar speed was 30% cheaper. Plusnet were also on the list offering a price 25% cheaper on the two comparison sites I looked at. I thought 25% less this was good enough so I would stick with Plusnet but when I phoned them up the person on the phone stated that that price wasn't available to me as I was in an expensive area. I told him that I had put my postcode in so the area was known so this was fraud. He said that I should take it up with the comparison web sites. When I asked to speak to the supervisor I was simply put on hold without him saying he was going to connect me to anyone leaving me no alternative but to hang up. As far as I am concerned this is appalling service and yet just another example of existing customers being treated badly.
- Location
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- Location
- Bournemouth
- Reviewing
- Plusnet
- Date
- 2015-12-31
- Comments
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I placed support call on 23/12/15 since fibre download speed had dropped to zero (usually > 70mbps). Received response on 30/12/15. 7 days to respond to a service outage seems to be Plusnet standard these days.
- Location
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- Location
- Newcastle upon tyne
- Reviewing
- Plusnet
- Date
- 2017-11-18
- Comments
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Speed test results show 8mbps but plusnet say there is no problem and i am getting 40mbps. Sounds like they are just saying what i should get and not what i actually get.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-12-04
- Comments
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When I joined Plusnet over a year ago the customer service was brilliant, I've now just had possibly the worst customer service I've ever received after questions being billed months after leaving the property. 30 minute wait for an incredibly rude woman to tell me it's sorted now and then hang up on me.
- Location
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- Location
- Cornwall UK
- Reviewing
- Plusnet
- Date
- 2018-07-16
- Comments
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I've given a 3 star overall because I've been with PN for 12 years and 9 of those were trouble free!
Only since BT bought out Plusnet have I had any issues, and when I have there has been a complete lack of interest from tech support. Pre-BT ownership I had 4 very short times where I had issues, all resolved within a day and ALL of those were down to something openreach had done when activating someone else's line in my area.
Speed is great, I get 76 download and 22 upload so can't complain there. But I'm a gamer, packet loss has to be the most annoying issue to have! Because my speeds are fine nobody seems to care! Previously I've had someone messaging on my ticket every few hours, my current issue I've been updating with what I've done for 5 days and had one response today. If they had looked at my previous messages then they would see I've already answered those questions So it's a wasted response on their part.
If you want fast download speeds then I highly recommend. If you want a reliable connection then don't.
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2020-02-25
- Comments
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Paying £36 per month I looked for a better price. When I found one I rang to cancel. The guy on the retention team seemed really uninterested and didn't believe that I had got the deal I said I had nor did he think you could have broadband without a land-line. He offered me a discount to stay but I felt it was too late for that so I told him to cancel it on my renual date. I will still have to call them back tho. At the end of the call he didn't even say goodbye.
- Location
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- Location
- romford
- Reviewing
- Plusnet
- Date
- 2016-02-17
- Comments
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Customer service is very poor, if you have any problems record and make notes of any telephone calls ( time and dates of conversations) As plusnet will always go with there operative and will refuse to put you through to a manager
- Location
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- Location
- Herefordshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
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Good broadband service,but appalling customer service. If you want to talk to them they provide a freephone number, but you'll be on hold for at least 30 minutes. then they will tell you that it's the wrong department and put you on hold for another 20 minutes. Not bad if you like bad 80's music, If you try to debate your issue you will come up with the Data Protection Act thrown at you as a non-answer.
Best advise keep away. They advertise on TV about their great customer service and being UK based but it really is appalling.
Oh and when you leave them they will keep trying to bill you.
- Location
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- Location
- Stafford
- Reviewing
- Plusnet
- Date
- 2017-08-09
- Comments
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I have been with them for about 4 years. The service has been alright compared to other providers. I contacted them to upgrade to fibre and ask for the same deal they are advertising, they would not as that was only for new customers. I am leaving because they want to overcharge existing customers to pay for discounts to new customers. I may go back in 18 months but feel they give you little choice but to walk.
- 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.