3,751 Customer Reviews over 94 pages
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- Location
- Bentham Lancaster
- Reviewing
- Plusnet
- Date
- 2014-11-19
- Comments
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No complaints at all. Speeds above those promised. Friendly well informed customer service people with Yorkkshire accents I can hear well and understand. These guys rock.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2014-11-17
- Comments
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After many a year with them, I shall not be returning to PlusNet - EVER!
An utter disgrace of a company; it is sad, because it wasn't always like this. Now, it seems that cheap-suited estate agents man the technical support lines.
We've been having intermittent broadband outages - confirmed by their own tests, and they claimed that the copper wires in the walls were cut.
Really? what part of intermittent don't you understand, and why does the phone line which uses the same copper wires still work then?
Speaking of phone lines, recently, our next door neighbour kindly let us know that he can access our phone line simply by plugging his own phone into his own socket. PlusNet sent an engineer out, and he didn't anything except report that fault has been fixed - fast forward weeks later - the fault hasn't been resolved.
We have since lost confidence with PlusNet, and decided to transfer to another provider (BT); but the fault exists, PlusNet suggested that the new provider take over the fault, because they won't deal with it.
Well, at least they admitted that the fault is still there after lying about fixing it initially!
No doubt they'll still be stealing cash from my account (when you take money in good faith but don't deliver a service, this is THEFT), so I'm now writing to the Communications and Internet Services Adjudication Scheme.
A disgrace of a company, and some of the most uninformed uneducated part of the human race man their technical support lines (I mean the copper wires fib had me in stitches!)
Stay well clear of garbage like plusnet.
- Location
-
- Location
- Walsall
- Reviewing
- Plusnet
- Date
- 2014-11-17
- Comments
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Can`t even fix a fault with their own equipment.
I have had to take many days off work, and still the fault with thier equpment is not fixed. they continue to take money for a service they are not providing, and as i have lost so much money sitting at home waiting for an engineer to visit if they actually turn up, they claim they have a photograph of my front door to proove they visited, this is contrary to 6 hrs of cctv footage. i may be forced to take them to court, as apparently a payment for a service that they can`t provide is non refundable.
After the 3rd and final BT visit my connection speed is less than when i started to complain about it dropping out. and plusnet`s responce is its fixed. i think not.
#92123225
- Location
-
- Location
- Feltham
- Reviewing
- Plusnet
- Date
- 2014-11-13
- Comments
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I was originally with SKY and then wanted to move to PlusNet. What a disasterous decision.
Initially when I placed my order, Plusnet gave me 7th Nov. as the date on which both my Phone and Fibre broadband would go live. The same day by evening got another text message confirming that the broadband service would go active on 11th, i.e 4 days from the originally agreed date.
To my surprise I have got another text message confirming that the broadband would go active on 20th of Nov. i.e after 13 days from the original agreed date. This is when I had called Plusnet and explained them that I need my broadband all the time as I have to work remotely. I even told them that I can live with couple of days of outage, but not more. They put me through to a representative of their provisioning team, who said that he has changed the dates to 10th being for the phone and 11th being for the fibre broadband. I was happy.
But, when I called again after 2 days just to make sure that the services will go live on the promised dates. I got another shock, I was told that the Phone line will go active on 20th and broadband will be active on 11th. I even asked them how can it be, but I was assured that there will not be any interruption to my service from SKY and will be handled carefully. I was also told that on 7th nothing is going to happen.
As I was afraid, on 7th my phone connection went down and so as my SKY broadband connection. When I spoke to the Plusnet team, they said on the system it was showing 7th as the phone provisiong date and that's the reason their supplier initiated the transfer. I even asked them why I was told differently when I called them couple of times earlier, for which I didn't get proper answer.
Be carefull and think twice before moving from a different provider to Plusnet. They can't be trusted for what they tell you.
- Location
-
- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2014-11-10
- Comments
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Customer service was perfect. Had to wait a while to get through to a technician but they made it clear that there would be a wait at the begining of the call. Once through, "Faz" was fantastic. He was very patient and polite and talked me through everything. He was very knowledgable and explained everything very simply without patronising. All in all truly excellent customer service.
- Location
-
- Location
- hampshire
- Reviewing
- Plusnet
- Date
- 2014-11-09
- Comments
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Very poor broadband speeds (<2.6Mbps)
They are owned by BT and offer the same terrible service. They offer a better deal to new customers than existing customers. AVOID THEM, THEY ARE TERRIBLE.
- Location
-
- Location
- slough
- Reviewing
- Plusnet
- Date
- 2014-11-08
- Comments
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five star customer service very happy with plusnet every time I need any help they deal with very professional way highly recommend plusnet recently got new contract with unlimited fiber they offer me very good price without any connection fee
- Location
-
- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2014-11-06
- Comments
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You get what you pay for. Months of slow download and upload speeds and dropped connections. Even the lowest resolution videos are unwatchable because of constant interruptions. Customer service is patchy and response times to complaints are poor. Time for a change of provider...
- Location
-
- Location
- Glossop
- Reviewing
- Plusnet
- Date
- 2014-11-05
- Comments
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I upgraded from SKY broadband as I'd had enough with paying through the nose for everything. Change over went well and the engineer installed the fibre modem without any problems. It also connected perfectly to my AirPort Extreme. After initial settling period of about a week I have a very reliable and extremely fast connection meaning large downloads are achieved in a breeze.
Plusnet are also on the BT network so means you can pay for line renatal up front reducing the effective monthly cost.
I would have no problem recommending Plusnet to anyone excellent experience after 12 months and still happy.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2014-11-05
- Comments
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Garbage customer service and an IT company that can't/won't read emails. Go with these if you like the music they play whilst you are on hold.
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2014-11-04
- Comments
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Have just moved to Plusnet in last 2 weeks.
There have been a few connection problems which were due to external phone line/ exchange which were overcome speedily and without fuss.
Customer Services have been fantastic.
Its early days so hope it continues, such a change of attitude from my last provider.
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2014-11-01
- Location
-
- Location
- Coventry
- Reviewing
- Plusnet
- Date
- 2014-10-31
- Location
-
- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2014-10-31
- Comments
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They have been dreadful. I applied for phone line and broadband on the 28th Aug. The line happened on time but has since gone off and I am still waiting for the broadband. Just keep getting fobbed off. Even wrote to the CEO, had no response, yet they still keep taking my money. The broadband was provisioned to the wrong house in September, it's November tomorrow and still no sign of anything. so now I am left with no phone and no broadband. Their adverts are a joke.
- Location
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- Location
- Birmigham
- Reviewing
- Plusnet
- Date
- 2014-10-27
- Comments
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used to be good for about a year, now since moving to unlimited, the speed is unusable
- Location
-
- Location
- Gear
- Reviewing
- Plusnet
- Date
- 2014-10-27
- Location
-
- Location
- fleet
- Reviewing
- Plusnet
- Date
- 2014-10-27
- Comments
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Plusnet are wholly owned by BT although they don't tell you that. If I had known I wouldn't have bothered with them at all as BT Internet service is the worst I have come across. I get 2mb/s line speed, when they say I should be getting 7.5mb/s. I have raised this through their online assistant and when I last checked they had closed the service ticket for each query without bothering to respond. Very poor.
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2014-10-21
- Comments
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Absolutely abysmal treatment when moving to another provider. Had an email informing me that my service would be cancelled - but direct debit was still collected the following month.
Contacted the customer services team to rectify this - got a refund and was assured that the service would be cancelled.
The next month they tried billing me again. I contacted customer service to get this cancelled but they failed to do so before the billing date.
However, as I had cancelled my direct debit I then got non-stop emails and text messages harassing me for payment.
Feedback to me from customer service was non-existent and the emails and text messages kept coming for over 3 weeks.
Eventually, my whole account was closed but the first I knew about this was when I tried to log in to their portal to find that my account details no longer existed.
For a company that is supposed to have a reputation for good customer service I would have expected better.
Now, I am left needing to check my credit reports to ensure that their automatic systems haven't flagged my account as being late paying - I raised this issue with them but they just continued to ignore me.
I will never be returning to them and could not recommend people enough to STAY AWAY!
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2014-10-16
- Comments
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Plusnet set up my accounts to start paying them immediately. My direct debit with my previous employer was cancelled. Then nothing has happened for two weeks. My previous supplier will be charging me at a higher rate. Sales staff are available immediately, but there is no such availability for existing customers.
Appalling service because no service and costing me money with the supplier I intended migrating from.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2014-10-14
- Comments
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I can't comment on the quality of the broadband as I'm still waiting for things to be installed.
Do not order with Plusnet - so far we've spent over £40 on phone calls chasing them and taken three days holiday from work to wait at home for installation and we still haven't got things properly installed. I never really bother to post reviews like this, but the service has been so bad with Plusnet - and I'm so infuriated - that I'm posting this. What follows is boringly detailed, but I'm putting it here for the record:
Ordered fiber broadband on the 23rd August with installation date set for the 16th September. When the engineer came, we were told it was only to install the phone line and someone else would have to come to install the broadband - Plusnet did not explain this when we ordered.
I had already taken one day off work, and had to take another off on the 23rd September for the second visit. During the first visit, the engineer pointed out that our phone socket was not near a power outlet, but that would be fine as the engineer installing the broadband would be able to run a wire through and install a socket near a power point.
When the engineers arrived for the second visit, they said Plusnet had not ordered a "full installation" (Plusnet use BT engineers), so they did not have permission to move the phone socket and could only set up the broadband through the existing socket (which doesn't work as both the modem and wireless router need a power socket). Between all of this, we've had to make several calls to Plusnet, which has cost well over £40 (we couldn't use our land line as there is also a fault on that which Plusnet also haven't sorted out yet - and Plusnet don't do call backs, even though they're the ones who have messed up), with all the time waiting to get through to people.
Plusnet said they would expedite the order to ensure a BT engineer came to do the full installation, but the visit was then not arranged until today (14th October). This time, my girlfriend has had to take the day off (third day of annual leave taken from work just for installation of internet). The BT engineer has just arrived and told her that he doesn't have permission to move the phone socket as Plusnet have not ordered a "full installation" - which was the whole point of this visit happening. This has been a complete waste of our time and money, not to mention all of the holiday days we've had to use up just to stay at home for a job to not be done as promised on three occasions.
BT have blamed Plusnet and Plusnet have blamed BT. I don't care; we're Plusnet's customers and they should be sorting it out, regardless of where the blame lies. I have no idea what Plusnet plan to do next, but I'll be expecting a refund and more for all the money lost on phone calls and time taken off work on account of their incompetence and the inability of Plusnet and BT to work together - and if it's not sorted out very soon, I'll be cancelling altogether (the only thing stopping that - only just for now - is the pain it will be to have to start the whole process again with someone else).
- Location
-
- Location
- Fenland Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-10-12
- Comments
-
After having many provider I do feel thier the best, however things have slipped a little lately,with long time hanging on the phone over connectivity problems that do not come from my end. Sadly I pay thru the nose as my exchange isnt unlocked whatever that means, so no cheap deals for me.
My speed is dismal , but has improved over the last 18months to at least allow downloads of films but not while one does anything of importance on the PC .
18months ago I would have given a better review ,and their advisors are very polite and try in as much as their able to help ,we are not novices with software or hardware so can sort many of our problems , however on 11/10/14 the system went down totaly and the service status line just did not give out any information ,one had to ring the main line where a brief message told you they had a problem .
So to sum up better than most but could still go a way to improve .
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2014-10-11
- Comments
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Please avoid these guys at all costs and help this company die out so internet technology can progress a small bit at a time. Their broadband is so stressful with its random cutting out, speed degradation and blatant throttling and upload capping creating latency issues making a typical web page load in around 30 seconds to a minute. Their customer service don't really know what they're doing, and don't listen to you - politeness is fine and all, but I want my service fixed not another apology. Their site is badly designed, your username on the plus.net site isn't even the same one for their support community. God help you if you're not the account holder and experiencing difficulties.
- Location
-
- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2014-10-09
- Comments
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Terrible ISP, told our broadband would be active within 7 days... 2 weeks on still waiting!! Takes over 20 mins to get through to an advisor or aren't properly trained, give you false information and are quite rude! Would not advise joining as we are planning to leave as soon as contract is up!
- Location
-
- Location
- Brigg, Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-10-08
- Comments
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I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2014-10-06
- Comments
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Still awaiting fibre connection after 35 days. Rang originally for a migration number but coerced into accepting a new package. Once they have you signed up you are forgotten. One star is too generous to describe their service. Even their complaints website lines drop out when being used , the service is so slow. If you telephone , be prepared to queue and then listen to a scripted reply. Yes that have heard it all before but still have done nothing about it.
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2014-09-30
- Comments
-
My speed with Plus.net is 0.2mbps. They took ages to come and fit the line. The line didn't work for three weeks after it was first fitted and an engineer had to come back. For over a year my broadband speed has been unusable. I have now been charged £48 to cancel. I would avoid plus.net at all costs.
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2014-09-26
- Comments
-
Useless. Customer service is poor and patronising - it can't be THEIR fault, it must be someone else's. Moving to another provider ASAP.
- Location
-
- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2014-09-22
- Comments
-
I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.
Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!
I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.
As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.
I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.
Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.
At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.
Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.
When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).
At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!
I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!
Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!
- Location
-
- Location
- Bury Lancs
- Reviewing
- Plusnet
- Date
- 2014-09-20
- Comments
-
My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
This all took place on 6/09/14 .10 days before change over date.
On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
Was it a mistake or was it payback for cancelling you decide.
They didn't do me proud
- Location
-
- Location
- Northants
- Reviewing
- Plusnet
- Date
- 2014-09-02
- Comments
-
Plusnet – Free NVQ Level 2 Telecoms Engineer Training and Btec Feng Shui
If you have too much time on your hands – appoint Plusnet as your internet provider. There’s hours of fun in trying to get connected and when you do, they specialise in providing download speeds that make nipping to the reference library in the next County Town by bus to find information seem pretty nippy - then sending you on endless and amusing wild goose chases around the house; making you do average impressions of a telecom engineer in an attempt to speed things up a little.
Then there’s the jargon – only it doesn’t sound like jargon because they give it an honest twang of a Yorkshire accent. So when they tell you that the “issue is still open with our supplier” or “There appears to be a cap on speed which only happens with external issues” you’re the one that feels daft for not understanding what they’re on about. I think the highlight from James in the “Silly Forfeits/Customer Service Department” was moving a large bookcase to get at a socket – then I was told to remove the front two screws and plug the ‘matchbox type thing’ into the ‘filter socket’ which he assured was lurking there. Then call back (easier said than done – but will come on to that!). No Filter Socket found in the box – but then again (as I was told on next call back – yet another half an hour I’m never going to get back) you’re only going to find a filter socket in the box if the screws on the outside of the box are in the lower half of the front of the box (wtf!!).
There’s a prize for anyone that gets a message estimating less than 15 minutes (and estimate really does mean estimate) before the call is actually answered. Whatever you do – unless you are desperate for basic telecoms training – avoid Plusnet! On the other hand if you’ve got time to kill – knock yourself out!
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2014-09-01
- Comments
-
Dont do it!
My family and I have had real problems with plusnet in the past. So so lucky if you can get through to customer service within 30 mins. Do not look after customers once they have you in their hands. Just paying more than we should after year massive problems and two teenagers doing final exams with poor internet. Finally came out and checked system. Only decided we need fibre which has proved most expensive. Emails often not arriving at destinations.
Phone service - ouch. Suggested we had new phone number because of unwanted calls. Took advice to find they had given BT number which previously belonged to someone else but never told us this. We now have more unwanted calls than ever. Tried paying for these to stop with additional £4.00 month but this did not work. No apology from Plusnet blamed BT!!
Under no circumstances will I stay when the present year expires. Poor customer service and they do not look after existing customers.
- Location
-
- Location
- England
- Reviewing
- Plusnet
- Date
- 2014-08-27
- Comments
-
Went with plusnet because it was endorsed by Which? Magazine.
It took over 2 months to get my phone and broadband running.
This entailed the engineer failing to turn up for the initial connection, two accounts being opened, my phone number of 20 years being lost, all phone sockets in the house being disabled and still after all this time slow connection speed.
So I pick up the phone and call "customer support". Give me a break please, support ? I was on the phone 1 hour and 40 minutes two Fridays ago for them to agree to an engineer come out.
I then got a e-mail saying that the engineer had been and the problems with the phone sockets and speed issues had been fixed.
What engineer I asked after waiting 43 minutes to get an answer from "customer support".
Two days later I get an e-mail saying there had been a mistake and the engineer would arrive on either the 22/23/24 of July.
22/23//24 came and passed and no engineer. This in it’s self was a problem in having to cover 3 days. Another day’s holiday for me one for the wife and my father covered the last.
However the engineer did turn up unannounced on the 25 !
Then I get a phone call saying sorry and that plusnet will offer me some sort of compensation.....won't hold my breath. (was reinbursed £31 last week)
Another point is that plusnet software doesn't support Mac o/s.
So there is no plusnet assist or McAfee which I am paying for.
Talktalk had a family filter so with a press of a button you can mediate what family can see or not, plusnet have nothing.
I pay for 76Meg broadband and when they first assessed my line they told me I would only be able to get 63Meg max.
I was lucky that last year I have a fax line put into the house and with the help of the engineer it was swapped over. I now get 52Meg instead of 38.
Plusnet always blames BTOR but it is plusnets failing to deal with BTOR which is the problem.
Why do you advertise for more customers when you clearly cannot support the ones you have.
I didn't do my homework before I agreed to this contract and am now paying the price.
I did try and cancel but i was one day over the allotted 14 days and they refused let me leave. 1 day !!!
- Location
-
- Location
- England
- Reviewing
- Plusnet
- Date
- 2014-08-23
- Comments
-
DO NOT JOIN PLUSNET.
What a massive mistake I've made.
From the start they failed to turn up on the initial change over and that meant that I had to wait a further 3 week wait to have b/band turned on.
They opened 2 accounts for me which caused more problems.
They lost my phone number of over 20 years.
They gave me 3 dates to cover for an engineer visit. 22/23/24 of July.
He turned up unannounced on the 25 !!
All the phone sockets in the house were disabled.
3 months to get 50meg download speeds, but they still charge me 76Meg.
No support for mac o/s
Customer support is absolutely rubbish.
But they have rebated me £31....joke company.
DO NOT JOIN PLUSNET.
- Location
-
- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2014-08-20
- Comments
-
Plusnet gives Yorkshire a bad name! I moved to them in January, the broadband has been erratic at best, culminating in me asking about cancellation. The guy I spoke to offered Fibre broadband, which I refused, but he ordered it anyway! I'm still trying to sort out what the hell they have done/are doing with my account. I can only leave them if I pay £160+ cancellation fee, even though it's them that isn't fulfilling the contract. And they've just increased their phone charges adding insult to injury. And don't try to phone them to get anything done - it takes forever for someone to answer and then they don't help at all. Very polite though. Roll on next year when my contract finishes and I can move to a provider that can actually provide what I'm paying for - and hopefully will have 'customer service' that lives up to the hype.
- Location
-
- Location
- Alyth
- Reviewing
- Plusnet
- Date
- 2014-08-16
- Location
-
- Location
- North Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-08-14
- Comments
-
I have been with Plusnet for 2 years and the service has been consistently horrible. 'Due to high demand' - I always get this message + 30 minute wait on their tech help line. My internet drops out and they seem unable to fix anything. A dreadful service. The t.v. adverts are the opposite of how they really operate.
- Location
-
- Location
- Leigh, Lancashire
- Reviewing
- Plusnet
- Date
- 2014-08-12
- Comments
-
My parents had a problem with download speed when they upgraded from one plusnet package to another, instead of 6Mb they get 0.2Mb download. I have been an e-commerce software developer for over 20 years and even I was put off by their veiled threats of charges when I tried to raise a problem record, none the less I provided all the details Plusnet needed including the diagnostics from BT, and installing a spare router and a new line filter and testing on many different occasions, and now they wash their hands ... to quote "Since we are not the landline provider, we cannot specifically test to pinpoint the fault or report it to Openreach, only perform a broad test that will return with a fault or not. Please speak to your landline provider in order to raise this fault."! So they expect my parents who are over 70 and all the other people out there who may not be quite as savvy to try to deal with BT directly. Very disappointing, thank goodness for CISAS.
- Location
-
- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2014-08-06
- Comments
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I have endured nothing short of a terrible time allowing Plusnet anywhere near my phone line and broadband service. Please read my experience before contemplating your choice of phone/internet company - I don't want anyone else to go through the stress and pain I have suffered and so I am sharing my experience as it was...
I was persuaded to cancel an order with BT in favour of Plusnet's "Outstanding Service". I did order a transfer of line and a fibre broadband service from them.
Plusnet cut off my Talktalk phone line including my valued home number and broadband service on August 4th in error without reconnecting me to their service. This was not the correct day as I had already requested a much later date some weeks before, because my wife has a lot of night shifts and access to my home office communications is critical at the present time. I was told that there had been two serious mistakes with my seemless transfer and my number had been terminated by mistake as well.
I have been chasing around for hours on end calling and writing on their ticketing system which appears the only way to get anything done or complain but nothing seems to happen. When I called they simply said that complaints were not taken by phone. My complaint seems so far to have been ignored (but then perhaps that is OK as they say it might take 5 days - or more I was told when I called as they had a lot to deal with at the moment and the systems were down that day apparently!) - So are mine - internet and phones for my home office (VOIP) and home phone line!
They now say they have allocated a definite day more than 2 weeks hence as the earlier dates I requested are now not available for the restoration of my service that should still be operational - not quite the same as waiting for a seemless transfer a couple of weeks or so late - is it?
Having decided I did not trust Plusnet to install my service again (after all the mistakes and poor service) and not too sure whether this date is actually booked (they have a odd requesting system which didn't happen for me twice before). I decided to order a transfer of my line to BT which can be done in 5-10 days (quicker than waiting for Plusnet to reconnect me). However because of Plusnet's double mix up my line can't be transferred at the moment! I have tried to discuss this with someone at Plusnet but they don't seem to be able to help me despite the fact they are in effect locking my line up preventing me doing anything.
My only other option has been a radical one (justified I feel). I have this evening abandoned my home line, number and internet service and ordered a completely new line from BT for installation. I know now with confidence that although I will have to wait a little longer that my new service with BT will be installed on 28th August by a company that I can actually have a dialogue with and rely on. Unfortunately it is not quite the service I want as the unlimited service with BT is too expensive for me so I have had to settle for a 20G limited service. This is I feel a desperate solution to a serious problem that I simply cannot tolerate the loss of all these critical services any longer. The Plusnet line is therefore now surplus to requirements and I am wondering whether it will be possible to recover the number that is so valuable to us?
This action has been a very costly (£400 down in pre-payments), lost my long term land line number (what a pain), no internet and phone for home and office for 3 1/2 weeks not to mention all the wasted time and stress trying to resolve this.
I am considering my legal position with respect to the various aspects of this and how and in what form Plusnet could make this whole dismal saga up to me and my poor wife. We are beside ourselves with the whole thing!
If a manager at Plusnet is reading this then perhaps you could give me a call on my mobile. This web site may be the quickest way to initiate a dialogue with someone who actually cares at Plusnet? I say contact me on my mobile because my land lines are down and I only have sporadic access to internet. I did call a few times on my mobile and after queueing for long periods when answered I was told no manager was available and that all complaints should be directed to the ticketing system (5 day response at best) and I was concerned with the call charges I might be racking up calling an 0800 number on my mobile.
Or alternatively apparently I can write a complaint to their headquarters. Then I can have a blistering 10 day response time!! I have chosen the faster approach and heard nothing so far.
So if you have read this far and are considering what phone/internet company to use then you can make up your own mind, I have simply shared my experience with Plusnet on this occasion. I would also like to ask the managers at Plusnet to withdraw the advert advertising the great customer service which keeps coming over my car radio and now makes me grind my teeth. Unless my experience is an isolated one, which I suspect it is not, them your advert is, in my opinion, a misrepresentation of your poor customer service through a slow ticketing system.
My final comment is simply that this is the worst customer service that I have ever experienced with any company I have dealt with particularly when it has been their mistakes that dropped me unnecessarily into a distressing crisis. It has made me feel that the managers their do not seem to care at all.
My feeling is that I should consider issuing some sort of legal proceedings for damages if appropriate refunds, appropriate financial compensation and an apology are not forthcoming in double quick time.
Any response Plusnet or do I have to pursue this along those avenues?
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2014-08-05
- Comments
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Be wary when joining if you ever plan to switch away. I was with Plusnet for many years, decided to switch away, then got 5 emails and a text demanding money after the switch date when I was no longer a customer! Plusnet said they weren't notified of the switch (even though it's automated), so I had to pay for 2 weeks after the switch date and then another 2 weeks after that to cover "notice" which they already should have had from the automated switch-over, then pay £30 fee because the new provider "wasn't on their network". None of this is clear or fair, but it's all buried in the T&Cs so you're stuffed. All that money and years of being a Plusnet customer and then they screw you for a few pounds if you try and leave. I've put in a complaint and another to Ofcom. Shameful.
- Location
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- Location
- Scarborough
- Reviewing
- Plusnet
- Date
- 2014-07-31
- Comments
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I have been with Plusnet before they were bought out by BT. I wanted to transfer my broadband from another home which was Talktalk to this property. When I called plusnet about how to cancel they said I would be charged a £30 disconnection charge. I then said I was moving an existing talktalk account and the operator then said there would be no charge. Guess what, they charged me £30. I have had three further phone calls with their operators and a number of e_mails from Plusnet threatening to take my outstanding bill to dept collectors. They also gave me an in-depth understanding of why I incurred a charge. I have paid but I am infuriated that they gave me incorrect information in the first instance. I found it impossible to speak to a supervisor. I also made the point that they must have changed their contracts when BT bought them out because I would never have joined a company that charges the user when you dare to leave them. My advice to anyone is not use Plusnet because when things go wrong they are inflexible and do not care about their users.
- Location
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