3,751 Customer Reviews over 376 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-02
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-02
- Location
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- Location
- Fitchett
- Reviewing
- Plusnet
- Date
- 2015-10-01
- Comments
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I have been with Plusnet for about 4 or 5 months now and it has been a massive disappointment.
I was with Sky and never had any outage issues or drops. However since I have been with Plusnet my connection keeps dropping and the speed is noticeably slower which is also making it a very frustrating experience.
I have also tried to get them to help with the issue but other than the usual things they have been unable to resolve the issue, which is where the customer service aspect has let me down. I seem to keep getting the generic answers and scripted answers rather than someone actually wanting to find out what the problem is.
Due to this I would NOT recommend Plusnet as although they advertise with good intentions, they don't live up to them!!
- Location
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- Location
- Lewes, East Sussex
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
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Initial install of fibre was a disaster. Plusnet never answer the phones so you have to use their email customer service. Do not even try to call. This email based service is actually OK if you only have to contact them once and if all then goes well. For repeated conversations, its rubbish because its a 2-3 day turnaround time to respond. In my case trying to coordinate openreach visits with work was chaotic. After a month of failing to coordinate, I rolled them back to regular ADSL. Not Plusnet's problem that I could not find a date and was too busy, but very much their problem that because their email response is too slow I am unable to coordinate with a moving diary. i just want to speak to a human. Will go to John Lewis as soon as they have unlimited fibre.
- Location
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- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
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To those who won't read this whole review, avoid like the plague!!!
To those who do want to read it, and I advise you do to realise why I say this, I shall begin.
I signed up for Plusnet Broadband on 2nd September 2015 after being reassured by a jolly sounding Yorkshire fellow that I will have my broadband installed within 10 days. Brilliant I thought, £2.50 per month (plus line rental) and I will be sorted. Obviously I am writing this today (29th September 2015), with no internet and not a single solitary toss given by the customer service team.
On 6th September I received a badly written text message informing me that there was a cease placed on the line, to which I realised that there was an existing Sky phone line on the property which I just moved into. I then had to wait until 16th September for that to be released. Besides taking 4 days to even bother with my order, this can be put down to Sky however.
Okay, I thought, I should be in business from that date. I spoke to a female from customer service (after waiting 40 minutes to get through), who assured me that the phone line will be installed within 24 hours and that my internet will also run. This was explicitly stated when I asked to confirm (Plusnet, check your recorded calls if you don't believe me!). I then hung up the call feeling vaguely satisfied. However, I immediately received a text message stating:
"As per our conversation, when the cease has completed on your landline on 16/09/2015 we will restart this it will take 24 working hours. Once complete we will then place your broadband order which will take a further 4 working days to complete. As discussed, you will not be charged the reconnection fee for this".
To make matters worse, the company also revealed that I will have to pay an extra fee to have the line fitted. This was later deleted in this conversation.
The broadband order was then confirmed to begin on 17th September, with my home phone number then arriving the next day.
On 25th, after inquiring and waiting over 45 minutes to get through to the customer service team, they finally admitted there was a problem with the order. No real problem was ever defined and I had several more phone calls after being promised date after date, with still no service to this day.
At this current point, they now promise a review on 1st October 2015, with no guarantee it will be sorted. This is despite receiving an email informing me that my service is active.
I will most likely cancel my order, and post this review as far across the internet as possible to make sure that you, a potential customer, do not fall for the terrible service provided by these amateurs.
- Location
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- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
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I am so surprised at how good PlusNet are. Okay, the service is not the lowest in terms of price but the feedback/communication has been A1 and generally they have been very good.
I would always recommend them
- Location
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- Location
- Thatcham
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
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Awful. Waited for engineer who didn't turn up, keep being put on hold on the phone for half an hour turns (more than 2 hours on hold total now). Keep being told i have to wait 72 hours before they'll do anything (no idea where this arbitrary number has come from). I've recieved emails and texts from them to tell me my service is now complete, but I have NO INTERNET. I've been left with nothing, my old line having been cut off. My wife can no longer freelance from home and has had to go out and seek alternative internet this morning at HER EXPENSE. I've lost a day off, which cost me a lot more than the £40 installation i have paid for and NOT RECEIVED. - DO NOT USE THIS COMPANY.
- Location
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- Location
- Linton
- Reviewing
- Plusnet
- Date
- 2015-09-28
- Comments
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What ever you do think again they turn down the band width when you finally get through to them they turn it up and then it goes down again. They are a BT company as well. Be warned
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-28
- Comments
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I had been a long time customer of PlusNet, until today. I ordered an extra line in a new office but after the line was activated it was discovered that the DSL would drop often due to latency on the line. We did many ping tests with their support team and found significant packet loss and time outs. It was determined that line could not support DSL. So the line was canceled but when I tried to cancel the DSL service they insisted I had to pay for the full 12 months of the contract, despite not being able to provide DSL on this line.
I obviously did not want to pay £179 for quite literally nothing so asked if I could transfer this cost as a credit to one of my other accounts. They just repeated that I was in contract and stated that due to data protection reasons they couldn't even look at my other accounts...
I have since cancelled all my accounts with Plusnet. Their customer service and customer retention is a joke.
AVOID LIKE THE PLAGUE!
- Location
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- Location
- hemel hempstead
- Reviewing
- Plusnet
- Date
- 2015-09-27
- Comments
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One star is too high a score for Plus net. Since day one we have had problems, when ever you call expect a 30 minute wait. You will then be told its a fault on the line and they will look into it. Typically its then fixed and you get a staggering 8 meg and then each and every day after it will drop a meg back to their token gesture 2 meg. Looking forward to the day we finally get an ombudsman to make these conmen accountable and allow customers to easily terminate a contract on none performance.
We will be dropping them as soon as the contract date comes up.
Recommendation avoid Plus net if you want anything faster than 1990's dial up. Worst provider we have ever had
- Location
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