3,751 Customer Reviews over 376 pages
-
- Location
- Tegg
- Reviewing
- Plusnet
- Date
- 2015-09-09
- Location
-
- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2015-09-08
- Comments
-
How on earth can plusnet have that advert on TV about there customer service because it is totally rank in all aspects. Where are the advertising standards people when you need them.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-07
- Comments
-
Awful provider. The Internet worked fine for the first three months at decent but not amazing speeds. Then it became extremely slow, continuously dropped off and we'd report a fault each time, the connection would be restored via a reset and this would last about two weeks before the same problem came back. The online chat is useless, the person only ever tells me to report a fault, there's no point wasting time waiting. The call line is also terrible with a 45min average wait time if you are lucky. Worst Internet provider I've ever used.
- Location
-
- Location
- Romford
- Reviewing
- Plusnet
- Date
- 2015-09-06
- Comments
-
This has to be the worst provider in the world. Online customer service leaving me when I mention problems. Phone customer services the same. It's true you pay for what you get, in this case a piss poor service
- Location
-
- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2015-08-31
- Location
-
- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-08-31
- Comments
-
DiSHONEST RIP OFF MERCHANTS. These shysters lied to me when I took out the contract about how much it would cost to cancel the contract. Costing me £100. they also cancelled the my pending cancellation request, and created a new one so my cancellation would fall outside the minimum notification period required. no other word for it a bunch of crooks. AVOID. AVOID. AVOID.
- Location
-
- Location
- East Anglia - Norfolk
- Reviewing
- Plusnet
- Date
- 2015-08-30
- Comments
-
To many stars, would prefer no stars!
I joined Plusnet in Aug 2010, at first they forgot to connect us..but after that was sorted things seemed to settle...they increased the limit as we needed...had family and friends join. Paid line rental saver... But in the last 12 mths it just became terrible, unable to use our Wifi, had to hard wire items to use service, streaming HD didn't happen, PS gaming, Xbox etc continually failed, headphone dropouts, gamers flickering all over game play.
After CS, just wouldn't read, or listen...I am now unable to speak, due to medical condition- internal bleeding/disability. Agents would CALL to discuss errors reported. Depsite being told I was unable to speak, as the account holder this became an issue.
Recorded Calls, provided evidence of this abhorrent behaviour. My direct debit mandates were cancelled, they requested or called to obtain cvc number on account card, supplied as secondary payment source.
Plusnet withheld refferal money, for friends who joined.
When we noticed the other devices and services in our cul de sec, BT was most common, when my hubby chatted with the neighbour with BT service..he was shown up to 10mb... When we were unable to get 2mb.
Plusnet started to get shirty, when I requested increase in gain, or investigating the local exchange. Left rude kurt message on my message answer machine, declaring I was getting best service options in my area. Now being rural, was the issue.
I got a MAC code in April and assessed ALL options, making it very very clear I was leaving after 5 years!
On May 2 2015, it was agreed I would leave Plusnet without consquence on 19th May 2015. My unused services would be refunded. As agreed by CEO office and Excecutive Relations.
However, as of 2 May 2015, Plusnet issued me with bill for £86 early termination, as well as £30 charge. As Plusnet had finally removed international calling, I had repeatedly requested it removed from my plan since September of year before! I was told to do this online, but that would modify my plan, in adverse way. So, when they removed international calling, they set my account up on new 12 mth telephone contract!
I rasied incidents and asked why? Was ignored, but payment continually demanded. Chat refused to action anything... I was asked repeatedly to call.
Then 13th May (6 days before switchover), All broadband services ceased at 21:30hrs? My hubby tried to contact CS, no answer in phone queue for 34mins.
When contacted Plusnet revealed the provider tag was removed and there was nothing to do but refund my monthly payment taken from my bank 11th May 2015.... Now Aug 2015 and still no refund. Also, until new provider tag was fitted I was without Broadband, so was unable to pay my employee online, couldn't use Netflix, Amazon or SkyNow or any digital service? And importantly unable to order prescriptions, medications or groceries.
I did raise issues with OFCOM, whom devolved the Plusnet responsibility to myself and allowed 5 days for them to contact me. They FAILED, Then again until I was referred to CISAS.
I supplied evidence and my version, Plusnet Provided theirs... The adjudication ruled in my favour and Awarded £150.00 plus refund of payment from 20th May to 1st June at rate £1.03.
PLUSNET FAILED THEIR DUTY OF CARE. Calls made by my carers, were ignored as PLUSNET insisted I verbally give approval to discuss my account with carers or husband!
The cheque arrived early Aug as instructed by Adjudictor.
However, the 13th - 20th May is still outstsanding and will be filing online with HMCS, against Plusnet. As well as publicly making recordings of calls to and from Plusnet available.
Plusnet runs on oldest tech available to provide service, it cannot compare to newer services, and depsite overseas callcentres, chat options are available with my New provider.
The problems Plusnet have, are ignored repeatedly.
Only wish we did have to use stars to rate, as Plusnet deserve none.
- Location
-
- Location
- Herts
- Reviewing
- Plusnet
- Date
- 2015-08-29
- Comments
-
Misled by Price Rises and Cancellation Option
I have been a customer of Plusnet for less than a year.
I received an email from them informing me that the line rental costs would be going up in September, but they offered me the option to leave early without incurring early termination fees.
I exercised my option to leave and all seemed fine until a few weeks later, I received an email informing me that my line rental, which was paid up front would not be refunded.
I was surprised by this because the tone of their email to me suggested that I could leave penalty free as a result of their price rises. The Plusnet call centre agent went through the costs of leaving early and then went on to say that I would not be liable for the cost as I was leaving because of the price rise. He did not mention the line rental and I can see why now - Plusnet clearly wanted to use it as a stealth penalty for leaving early.
Very disappointed with this company, which claims to have great customer service. It turns out that they hide behind their T&Cs and do not give you the whole picture.
I will not be letting my friends, colleagues and family know what this company have done and I will not be using them again.
I feel cheated and used.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-08-29
- Comments
-
Don't ever make the mistake of going Plusnet. It has the worst broadband. The connection cuts off multiple times in the day (actually uncountable), the download speed is poor, customer service is poor. I've ended up paying more for my 4g phone data plan because of the poor service. Even with an extention there's no amplified signal. Heck the extention (even though connected) has never worked.
They're going backwards-Sometimes it feels like dial up days fiddling with wires to get a connection, waiting forever to get something.
If you're considering it best advice don't.
- Location
-
- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
-
Avoid like the plague. Kept on hold for average of 30 mins for every call. Three engineer visits booked but failed to turn up. When you ring to check that engineer is on his way your told they can not check until 6pm. When it gets to 6 pm they tell you they will contact open reach to find out why it was a no show. Next thing call from an Indian call centre to book yet another appointment and the cycle starts again! No one takes ownership and the complaint procedure is laughable.
- 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.