3,751 Customer Reviews over 376 pages
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- Location
- Hastings
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
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Just awful. I've had 3 different broadband providers over the years and Plusnet are by far the worst. I can't comment on the speed or reliability because we've still not managed to get it installed yet. They keep delaying installation and their customer support is dreadfully slow. They have repeatedly promised to sort out the issues and repeatedly nothing gets done. Worst of all they don't communicate with me to update me so I've wasted countless hours on hold and waiting around for an engineer who never turns up. Avoid at all costs.
- Location
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- Location
- NEWBURY
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
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I have been trying to get a hold of Plus-net for the last 40 minutes and as soon as I get hold of them I am then put on hold again for another 30 minutes before giving up. I am trying to set up a new contract as well as change an existing contract. General speed is good although drops out a lot. Customer services is pretty poor and you blow your allowance on trying to call them and sitting awaiting a response.
- Location
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- Location
- Minehead
- Reviewing
- Plusnet
- Date
- 2015-09-13
- Comments
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The worst customer service I have ever experienced. Call waits of over an hour for months and no sign of improvement. Had to pay £140 to leave - letter sent to wrong address and had to wait on phone for an hour to pay this as no automated payment line. Funnily enough if you ring sales you get through instantly. Will never return. Avoid!
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2015-09-12
- Comments
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I realise that Plusnet can do nothing about the measly 0.95Mb/s broadband speed we originally got (and what they told us we would get.) However, it started going down and now sits, on a good day, at 0.7 Mb/s; however, it frequently falls below that. Anything less than 0.7 Mb/s and it becomes pretty much unusable. And it regularly falls to as low as 0.1-0.2 Mb/s - actually, it often seems to cut out completely. The problem is I took out a two year contract based on the anticipated speed and the fact that Plusnet told us we'd get superfast in our area this spring (gone). Neither of those assertions have stood the test of time. Plusnet, having sent out a BT engineer or three, have effectively shrugged their shoulders. I had a letter recently (well outside the 10 working days they say they'll reply in) in which some dozey 'customer relations team' operative assured me my broadband speed was 1.0 Mb/s and stable (based on one 'snapshot' reading.) This was despite the 150 readings I had sent them, taken from Ookla over the last 8 months (about 60 readings in August), which quite clearly show that we have never had 1.0 Mb/s and are currently averaging about 0.55 Mb/s with variations between zero and (once) 0.76 Mb/s. I have asked for a letter of deadlock and will take my case to CISAS.
The bottom line is, they are of course fine when it's all going smoothly, but when it goes wrong they are shockingly bad. Their customer service 'systems' seem to be in disarray with online answers to their own questions ignored, and deadlines not met. You have to battle, curse and scream to get them to action anything you send to them.
If I knew what I know now, I would never have gone near PLusnet.
- Location
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- Location
- Monmout
- Reviewing
- Plusnet
- Date
- 2015-09-12
- Comments
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I have been on the ADSL service for a year. Noticed I was getting speeds of 1.5m download/0.5m upload. Called the, was on the phone for almost an hour waiting to get through. The engineer found an incorrect setting, reset it, then I was getting 5m download/2m upload.
I upgraded to their fibre service (70m). Has to wait in all afternoon, the engineer turned up at 6:30pm. After installation, the service is unreliable and only works intermittently. I called and waited on the phone for 25 minutes and they told me to reset my router, which I did, still no better. I have to call them again, when I have the patience and will to live.
Not happy...
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Comments
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Just swapped from sky to super fast fibre. Was a little worried after reading all the negative comments but a very smooth changeover. I received texts and emails to keep me upto date, router arrived 2 days before and as arranged everthing was up and working by 3pm yesterday afternoon. Just done a speed test on my samsung tablet, 50.4MB download and 19.4MB upload a mssive imprvement from my sky broadband of 11.6MB down and 1.2MB up. Very pleased
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Comments
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Fine for the price. Been with them for a while and problems sorted out. Sometimes took a while and a couple of visits from Openreach but intermittent faults can be difficult. Downside is time to get through on the phone.
- Location
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- Location
- Northamptonshire
- Reviewing
- Plusnet
- Date
- 2015-09-10
- Comments
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Having just become a plus net customer, which was a long process, finally we have broadband. Then whilst on holiday, before we've even been charged our first month we get a notice saying the price is going up. Unlucky timing on our behalf possibly, but the customer service around my enquiry could not have been more patronising. Not worth leaving because of exit costs, feel duped, very disappointed, from someone who likes giving companies good reviews.
- Location
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- Location
- Rotherham
- Reviewing
- Plusnet
- Date
- 2015-09-09
- Comments
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Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.
- Location
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