3,752 Customer Reviews over 376 pages
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- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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My 75 year old mother was in hospital for 14 weeks. When she came out her plusnet phone had been cut off. Her community alarm is linked to her phone line so it needed to be reconnected urgently. I phoned plusnet 3 times and was kept on hold for between 25 and 45 mins each time before I spoke to an advisor. It took 3 calls to finally get the phone reconnected. We thought everything was okay until 4 days later we tried the Internet and found it had been blocked. It took another 2 calls with long holds each time and after another 2 hours we finally got the Internet reconnected. This was apalling customer service to a 75 year old terminally ill woman. Plusnet you should be ashamed!!
- Location
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- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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My 75 year old terminally ill mother had the misfortune to have plusnet. She was in hospital for 3 and a half months and her phone and broadband was cut off due to non payment. We contacted them 3 times the first day she came out of hospital to reinstate her service. Each call took over 25 minutes. We made a payment and the block was lifted off the phone. Her community help alarm uses the phone line so it literally be life or death to her. 4 days later we logged onto her Internet and found that was still blocked it took 2 more 30 min phone calls and another payment (in advance) to lift that block. Throughout the phone calls the phones were not answered for between 25 and 45 minutes. The staff were rude and unhelpful (especially Megan McKay) were was particularly unhelpful and inflexible. My mum wanted to cancel the contract with them and was told it would be £226.59! Disgusting!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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Have been using them (fibre) for almost a year now. Actual speed not exactly what they originally promised but still satisfactory (around 35 MBPS download) and it has been reasonably constant throughout the period
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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Sales pitch was all promises but sadly no trousers. Minimum calls service time of 30 minutes on hold , no call back option and then frankly inept levels pf help when you do get through.go sky.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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Customer service is diabolical. It's easier to get blood out of a stone than to get to talk to someone who can help with any issues. It's like if you have any problems, you are on your own. The 'instant online chat' where the say they will be with you shortly, I was put in a queue of 13. An hour later, still no contact, so I refreshed the chat. Then I was in a queue of 21. When I had no broadband for nearly a whole day on seperate occasions, they wernt apologetic, I still had to pay full whack for a service I wasnt getting, and when I cancelled my DD, i ended paying more
- Location
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- Location
- Cheddington
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
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I am having to use my sisters computer to lodge this review as I have been without internet access for 3 weeks now! I only joined Plusnet in June and I am not impressed. Some of the excuses I have been told is that the fault would be repaired by Monday! Monday came and went twice and still no broadband! Its an outreach problem and out of Plusnets hands! Each time I call, I am on the phone for 30 minutes or more and life is just too short so I have cancelled my direct debit and they can get in touch with me now.
Cheddington
LU7 0RN
- Location
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- Location
- East London
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
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BY FAR THE WORST PROVIDER AND CUSTOMER SERVICE I CAME ACROSS!!
They are always trying to make it look like it's your fault. Engineer came to my house but didn't even install the required fibre socket.
They are telling me I could do this myself. Apparently I don't need an engineer to install it yet I was charged over £50 for the engineer ( Apparently he did some work outside the house in the cabinet) didn't even come to my house to install anything.
Spoke to them about 10 times in a month, they give me different advise everytime.
I'm just cancelling my service with them now.
I WOULDN'T RECOMMEND FOR ANYONE TO GO WITH PLUSNET.
They will NOT do you proud!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
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I am typing this in my iPhone as the pliant connection has gone down again. I regret having signed with plusnet. I signed for up to 38MB. Service is often below 6MB. Even when it is in the 30MB range - rare but possible - the latency means it can take 10 seconds to load a webpage. It takes around 30 mins to get through to their customer service, they don't accept notification by email, and the customer service is terrible. At various points they tried to make me call them whenever the connection was slow so they could verify that (ridiculous given it takes c30 mins to get through), refused to do anything to sort their installation and equipment until I could find a PC with Ethernet to plug in (use Mac which doesn't have one). Over ten calls, repeated attempts to escalate and three months of low speed frequently dropping connection later, they refused to let me terminate for their breach of contract and said they would make me pay for the remainder of the year, because they hadn't been given a chance to rectify the fault. I'm about to escalate to offcom. Connection remains terrible, I have wasted 20 hours trying to sort out the connection, and no end in sight. Stay away from plusnet - I'm prepared to and may have to litigate to get out of this. Don't fall into a similar trap!
- Location
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- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2015-07-21
- Comments
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The wait times for support are always at least 15 to 30 minutes. Totally unacceptable. Router is as basic as you can get with limited range.
- Location
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- Location
- Henley-on-Thames
- Reviewing
- Plusnet
- Date
- 2015-07-20
- Comments
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Totally crap - even emails to the CEO do not get acknowledged. I have ditched them and became a customer of super efficient BT Infinity today. The Plusnet TV ad is a total con. My bill has gone up three times without me being told
- Location
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