3,751 Customer Reviews over 376 pages
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2014-12-18
- Comments
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HELD TO RANSOM!
We're moving house, they want to double our monthly broadband cost and tie us in to a new two year deal. This is scandalous. Not to mention the 47 minute wait to be answered and 19 day delay until the new service is active. I'm off back to BT.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2014-12-16
- Comments
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I renewed my contract with Plusnet which included a £75.00 bonus. Due to confusion on my part I did not claim the bonus. Contacted Plusnet to claim bonus. They refused to give it to me claiming that the "offer" had expired 2 days ago. Another advisor falsely claimed that it was "a one day only offer". This was NOT an "offer". The bonus formed part of the contract. I sent an email to the CEO. This email was ignored. After writing a critical review online I was told that they would be contacting me. No-one has been in touch. This service is abysmal. Avoid them like the plague as they simply don't care about their customers.
- Location
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- Location
- Dundee, Scotland
- Reviewing
- Plusnet
- Date
- 2014-12-11
- Comments
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I called Plusnet to get broadband and a phone line. I was told it would be 10 days and was given a day and date. I THOUGHT GREAT. I was given a time of between 8am And 12pm. I waited in only for the engineer not to turn up. I gave them a call and they rearranged it for the next day between * and 12. You got it, no one turned up. I again called and it was rearranged again, this time for in 2 days time between 12 and 5. No one showed up again. I again called them and the told me my phone and broadband was on and working. I tried the phone line and yes the phone was indeed working but my broadband wasn't. There help desk told me that the engineer should have left another box to go with the modem. I told him that an engineer hadn't turned up on the last 3 occasions. He said he would have to book another engineer. I then emailed the CEO of plusnet and the engineer came the next day and my broadband was up and running. "Great you would think" Well no. its now 2 weeks into my contract and my broadband isn't working at all now. Thats 3 days and they say it may be a week before I can get an engineer. MY ADVICE STAY WELL AWAY FROM PLUSNET. BUNCH OF COWBOY'S
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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Awful awful company. We signed up for one package and were given a totally different one that cost twice as much. After complaining again and again we got nowhere and have not even been offered a refund. We ended up leaving and to top it off they kept asking for payments months after leaving them. Also beware when you leave them as even if u inform them your leaving if you dont request a certain code they will charge you an extra £30 to leave! Apparently its in the very small print!!! Overall a horrible experience, with really really unhelpful no nonexistent customer service.
- Location
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- Location
- Addlestone, Surrey
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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Worst customer service I have ever come across - they're even worse than Talk Talk which is saying something. From the very start of the 18 month contract they got the pricing wrong. When I went to renew the contarct as I was quoted one excellent price then that was supeceded by a lesser discount and at that stage I decided "enough is enough" but they continue to excel themselves in the stupidity stakes.
Now when I am leaving them they cannot decide whether I need a MAC code or not, with one advisor saying (on the phone and by e-mail that I do) and another stating by e-mail I don't and a third muppet saying they are both right! Honestly you couldn't make this nonsense up. Moving to the parent company BT very shortly and I'm sure Plusnet will mess the transfer up as they are absolutely useless and I won't be going back to them - AVOID LIKE THE PLAGUE.
- Location
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- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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I am sure PlusNet works OK for some. The problem is the broadband service is wholly unreliable at various point in the chain between the internet and even one computer, especially via Wifi.
Using the router's built in tools, the broadband itself fluctuates massively between 63Mbps (it's a 76mbps package) and 9mbps. The Wi-Fi on the Technicolour router is chronically bad on anything other than Mac devices, apparently because of the way the radio frequency protocols work. The fastest I have ever gotten from the system when it had 63Mbps was 34Mbps and that was right next to the router. The router is at one end of the house and a fixed PC the other and I have been as low as 0.34Mbps, for Fibre.
I just couldn't get my head around how I was seeing speeds this slow on a fibre connection. At the same time I check the router speed and it was at the 9Mbps. So you get a chain of things going wrong, each reducing the quality of the already poor 'previous step' by another order of magnitude.
This ridiculous quality of technical service has been the same in Manchester and in London. I've toyed with the idea of buying my own router.
I've not tried customer services yet, so can't comment on their abilities (so I've marked it a 3), but one thing I recommend with any broadband contract is don't expect what you get the day it's installed to be what you get in 10 days time. Traffic shaping, that all providers use to balance internet loads takes time to rebalance networks. So when the engineer leaves, the speed you get in 10 days will be different to how it is when installed.
On the plus side, the upload speed is very good. In fact, it's unmatched.
I was previously with Virgin Media, with 152Mbps but had to move to someone else because VM don't cover this area. I can't tell you how much I miss it. As someone who routinely works from home, this is a very costly problem for me because it impacts the speed at which I can work. However, I don't want to pay for a dedicated line as I can't justify the expense.
- Location
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- Location
- Newport South Wales
- Reviewing
- Plusnet
- Date
- 2014-12-09
- Comments
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Plusnet allocated a telephone number to us. from day one we had constant calls for a chap who is obviously in serious debt. We contacted plusnet and we can either pay £35 for a new number, £4 per month extra to filter calls or £40 to terminate the contract. Customer services were patronising and were of no help. We are moving to another provider.
- Location
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- Location
- E Sussex
- Reviewing
- Plusnet
- Date
- 2014-12-08
- Comments
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When I purchased this I was given an installation date on the +net web site of the 22nd (2 weeks time) a long wait. The next day I got a text stating it would not be the 22, but the 24. But since paying the best part of £100 I have received a number of texts each telling me it will be a different date, now it's moved again to the 25th. And that's not the end of it, that date is only for the phone line and I will have to wait up to another 2 weeks for them to switch on the Internet. NEVER USE PLUS NET Unless you want to wait a monthly to get online!
- Location
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- Location
- Alton, Hampshire
- Reviewing
- Plusnet
- Date
- 2014-12-08
- Comments
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We have had Plusnet for around 4 months. Since being installed we have had severe issues with performance since day 1.
The first issue is the general performance of the Broadband, which peaks at around 4.3MBps download (well below the stated maximum of 7MBps), but more of an issue is the Upload speed, which never seems to get above 0.08MBps (a paltry speed compared to the maximum which is stated as being 0.7MBps).
After many, many calls and onsite checks (by BT), we are consistently fobbed off, the latest being that "There will always inevitably be times when performance will drop).
The second issue is that we suffer at least 4-5 complete outages per week, and have occasionally experienced 3-4 drops in service in one day, resulting in having to restart the router and suffering no service at all for a few minutes.
We are a business where 90% of our work requires internet access. On top of that, we have a web site development team - god knows how many hours have been lost through poor performance and related issues such as losing session ids to keep connected to the web server.
We have had a new router, new connection box and multiple times when updates following the open incident have never appeared. Additionally, having to wait for an average of 15 minutes to have a call into the Plusnet Business Customer Support services answered, I have to also rate the the customer service as very poor overall.
All in all, a very poor service and time to consider cancelling the contract and looking for a more reliable service provider.
- Location
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- Location
- Bolton
- Reviewing
- Plusnet
- Date
- 2014-12-07
- Comments
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If I could give zero stars I would. My connection cuts out every 30 minutes. Plusnet told me it's because my router is nearly 6 years old since that's how long I have been with them. But they won't replace the router unless I pay £40 plus P&P. Or sign up to an 18 months contract at a higher price than newer customers. The connection is non-existent, the customer service terrible. Why would I sign up for a product that doesn't exist most of the time? If you want a perpetual headache, Plusnet are the company.
- Location
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