3,751 Customer Reviews over 376 pages
-
- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2015-01-11
- Comments
-
Afer 12 years of being a Plusnet customer I decided to transfer to a cable ISP to be able to get their TV service. I thought that this would be a simple matter but how wrong I was!!
I telephoned Plusnet cancellation department on the 20th November. I spoke with Sarah, cancelled my account and paid all outstanding bills in full by debit card. Sarah confirmed that my account was closed and that there would be no further contact from Plusnet. A day or so later I cancelled my Direct Debit at my bank.
Sarah's comment was far from correct. Within a few days a received notification from Plusnet that they were to take my monthly payment by Direct Debit. I posted a comment in the Support area of the Plusnet and in a telephone call was told that the matter would be corrected.
Wrong !! I then received a barrage of texts and emails complaining that they hadn't received my monthly payment. Each time, I posted on the Support pages and telephoned, pointing out that my account was cancelled and I owed no money. Obviously, no one at Plusnet read these comments or took any action to deal with what was happening.
The final straw was when I received a further email threatening me with the news that Plusnet would involve a Debt Collection Agency if my bill was not paid immediately.
So, I telephoned Plusnet again and after hanging on the phone for 32 minutes my call was eventually answered and I was put though to Sam in 'cancellations'. Sam was totally laid back about the situation; descibing it as 'a bit of confusion in Plusnet'. He also totally dismissed my suggestion that Plusnet should pay me any compensation in recompense for all the trouble I had had.
He agreed that he would confirm in an email that my account was closed , that no money was outstanding and that there would be no further contact from Plusnet. Not, surprisingly, I have not received an email which includes these points.
So, there's my tale of my service experience from Plusnet - as far as I am concerned, I am very pleased to have discontinued my custom of a business that treats its customers in such a shabby way.
- Location
-
- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2015-01-09
- Comments
-
We changed from regular plusnet to plusnet fibre unlimited only to find that plusnet traffic management policy means we are restricted to 2mb download in evenings or often no internet. After midnight it download jumps to 35mb's but so what at that time of night. Its such a waste of time and money.
Basically we have no internet to speak of and its an 18 month contract. Complete and utter rip off, unless you're in all day or an insomniac. Never again.
I just wish we had known that plusnet do peak time throttle like this but it gets us out of an evening if we have to find internet somewhere else, cafes, libraries etc.
- Location
-
- Location
- East London
- Reviewing
- Plusnet
- Date
- 2015-01-09
- Comments
-
I signed up to Plusnet a week ago. Within 1 hour my phone line had been reactivated and I was able to make calls (there had been a service with another provider approx 1 month ago, so the line did not require an engineer callout). Now 1 week later I received an email to say my broadband was live and I set up the router using the instructions. I just started using it and the speed is great.
Also I did call the Helpdesk this morning just to check when my broadband would become active and they had told me today, and seemed well informed and were very helpful.
So I am very pleased that I chose Plusnet. So far I would rate them 10/10.
The package I chose was unlimited broadband and free weekend and evening calls. Very happy customer.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-01-07
- Comments
-
Inept and despicable customer service. Virtually impossible to contact . Make leaving un achieve able. Refer erroneous debts to collecting agency. Thief sand vagabonds. Buyer beware. Do yourself a favour , simply avoid at all cost
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-01-07
- Comments
-
Very poor and slow at organising connection.
After being given the option of when I'd like the engineer to install my fibre optic broadband Plusnet then decided to arrange for them to come on a completely different day. I phoned and told them that I was not available on the day they had chosen so I got a new date. The engineers still came on the date that plus net had chosen that I told them I would be unavailable for. I confirmed the agreed date with them that came and went with no engineer and they then gave me another date which I can't do in another two weeks time. This is now over 6 weeks from signing up. Unacceptable!
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-01-06
- Comments
-
Expensive compared to other providers, up to 40mb on fibre and an extra £5 a month to get the 'full' 70mb that other providers are offering for cheaper! Also dishonest, I was basically misled regarding my fibre package and what discounts would be available and am now faced with a fight to get out of my 18 month package without incurring almost £300 in exit fees. Not happy.
- Location
-
- Location
- Ripon
- Reviewing
- Plusnet
- Date
- 2015-01-05
- Comments
-
This must be the worst broadband company I have come across for a long time. We have been waiting since the 4th December for a connection and due to a technical fault we are still waiting a month later. Every couple of days we are told it has been put back a couple of days. To speak to customer services you have to wait between 15 - 30 minutes.... Nothing to be PROUD off Plusnet.
VERY POOR SERVICE and we will changing providers as soon as we can.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-01-05
- Comments
-
I have been with PlusNet for over 8 years, including 3 house moves.
During this time, I have always received good customer service from knowledgeable staff.
Prior to PlusNet I was with Orange, Wanadoo, NTL and others. Having a competent person at the end of the phone / ticket system is still a refreshing change!
Response times for customer service has increased since they became more popular - from ~2 hours in 2007 to 48-72 hours now. However, from my experience they have kept the technically competent staff.
I have just upgraded to fibre broadband and couldn't be happier with the way the process has been handled so far.
- Location
-
- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2015-01-05
- Comments
-
It works, it's reliable, simple, straight forward. Just does the job without fuzz.
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2015-01-04
- Comments
-
I have been with plusnet 2 months now and I am very disappointed. The speed is very up and down but generally never makes it above half the speed we were told we could expect. The connection drops at least 3 or 4 times an hour. Customer services are only contactable by telephone after 45 minutes on hold. I have contacted them by email and they agree there is a fault with my Internet but they still haven't fixed it. They have billed me line rental each month even though I paid a year in advance. All in all, a shambles.
- 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.