3,751 Customer Reviews over 94 pages
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- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2024-04-11
- Comments
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I'm not happy with the service and fixing issues...I've been with this company for 2 years but whenever I really need Internet there was a problem and takes days to fix..
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2024-04-02
- Comments
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BEWARE! DO NOT USE! Plusnet are like Delboy, crossed with the Chuckle Brothers and Mr Bean! Everything they touch is a mess, there new name is PLUSMESS!!!! My family have been with Plusnet since they launched many years ago, since DAY ONE! We were one of the first customers and WERE avid fans! We used to love them, There customer service has gone down hill, it's now awful, a total MESS and we are thankful to have left. They have a UK call centre, but everything they do is full of problems and errors. Imagine Mr Bean on the phone with an attitude, that is there average call handler. They are just candid and rude. Everytime we moved house in past 8 years, they messed it up somehow, everything they touch is a MESS!! I dont want them anywhere near my internet connection Thank you very much. This time around we were moving house in 2024 and yet again, they messed it up, even though i carefully went through everything in fine detail with the Plusnet agent. They ended up delaying my internet being installed in my new house, as they didnt process the request properly... ofcourse, so i just paid to leave the contract as cant stand this ridiculous mess anymore. I would call them PLUSMESS as everything they touch goes to mess, like the CHUCKLE BROTHERS or MR BEAN. When they install the internet they should say ''To me, to you, to me, to you'', like the chuckle brothers did with carrying a ladder. Its an embarassment. My internet even went down in my old address, and when i logged it, they ended up not even logging that properly. Literally EVERYTHING THEY TOUCH is a TOTAL MESS!!! Stay away!! Its just ridiculous, they are PLUS at messing stuff up.... An indian call centre would actually be better. I suggest they fire EVERY CALL CENTRE MANAGER in the Uk and start again, because i can foresee this company going bankrupt. People are NOT happy, and I was there biggest fan, well.... not anymore!
- Location
-
- Location
- Bournemouth
- Reviewing
- Plusnet
- Date
- 2024-04-01
- Comments
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Was once the go to service. Been thrown out for mobile phones (2). Price increases!! Cannot talk to the staff as you used to be able to! assume more complaints!! Cannot wait for my contract to finish!!!!!
- Location
-
- Location
- Essex, UK
- Reviewing
- Plusnet
- Date
- 2024-03-30
- Comments
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Truely horriffic service!
I have had speed issues for over 5 months. During this time I have been working with the tech team at plusnet, there is no resolution, and the said if I want to leave it will cost me over £100 (170 if I remember correctly) and to top this off they want to increase the price above the amount I signed up for by 3.9% above CPI! What a rip off.
All of this just to try to get the "minimum guaranteed speed that's hidden in the small print! I have NEVER seen the 41-60Mbps the lured me in with!!!!
AVIOD AT ALL COSTS!
- Location
-
- Location
- Wythenshawe
- Reviewing
- Plusnet
- Date
- 2024-03-14
- Comments
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Terrible service. Toxically cheerful and folksy customer service are unable to follow through on any of their promises. Internet service is slow when its needed (afternoons and evenings as I work for a US company). At other time its vaguely about the right speed but useless for videdo calls and conferences. The ONLY reason I signed up was because they allegedly had speed. They did not. AVOID them!
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2024-02-28
- Comments
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Terrrible customer service, mis-sold products and rude. avoid at all costs.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2024-02-23
- Comments
-
Signed up for 2 years at 31.99. 2nd month was sent an email that my price is being increased by 2.53 per month.
Apparently they raise their prices every March on all contracts... so what is the point in me being in a contract with these muppets then?
It is in their terms and conditions - I read them after I got this email, but from a legal standpoint it's got to be dubious. They didn't point out that the price would change and if they had, I wouldn't have gone with them.
Definitely leaving them at the end of the contract. Unfortunately I have nearly 2 years to go.
- Location
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- Location
- Frodsham
- Reviewing
- Plusnet
- Date
- 2024-02-09
- Comments
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Really poor customer service- William was not at all helpful.. I have been a loyal customer with Plusnet . I must have come out of 18 mth contract no notification and my bills nearly doubled . Explained to William customer service assistant no refund allowed , not interested .Response must have gone to your spam. In the current economic climate the company should be a little more empathetic. Company must be inundated with customers as they are not interested in retaining them!!!!
- Location
-
- Location
- sevenoaks kent
- Reviewing
- Plusnet
- Date
- 2024-01-31
- Comments
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Removed the old broadband line to install full fibre on 26/01/24
Since the installation, we have have no service since then (6th day now)
Must have called 30 times in the last 6 days to try and get this over the line and sorted out.
We are no further now, with plusnet blaming open reach and open reach blaming plusnet, than we where 6 days ago.
These faceless organisations who are growing at a rate that far exceeds their ability to offer a service, take a payment prior to being able to use said service and fob you off with weak arguments as to why it doesn't work.
They now have asked me to take a second day off work, so the incompetent engineer and return and put this right.
- Location
-
- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2024-01-11
- Comments
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Rubbish customer services Just had what can be described as a ri off price increase. So rang them to tell them to stick they product, Instantly the staff member offered my a monthly cost just lower than, my current price they planned to almost double. He cancelled my DDM so he could set up a new 12month contract. What did I get today an email from plus a text message threatening to restrict my broadband service unless the rip of monthly cost was paid. Still what can yo expect from a division of BT, strange how they keep quite about that though but the engineer let the cat out of the bag when they had to come out to correct a router and socket fault. Avoid like the palgue they are BT even the same standard BT routers with a Plusnet sticker on them
- Location
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- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2023-12-22
- Comments
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Ordered Plusnet broadband earlier today to go live on the 9th, which is the date we move into the property. Received comms this evening confirming activation on the 10th, so I phoned immediately to say it needed to be the 9th and I advised by an adversarial agent that that my request to go live on the 9th, which I repeated to him several times, was correctly interpreted as requesting an activation date of the 10th. When I said, make broadband go live on the 9th he said it would delay activation by 4 days, and given his tone of voice it was clear he was just being difficult! Just rubbish, will shop around for another provider and cancel the Plusnet installation.
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2023-12-14
- Comments
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Just spoke to customer service in Sheffield, about no broadband. I am not on the list, for security, I explained my mother is 93, just out of hospital district nurse attending, she is unable to hear or speak coherently, all he would say was when can I talk to her, I explain again, when can I speak to her, all I asked is to check the line, nope when can I speak to her, you are not on the list, please just check the line, when can I speak to her, I reply you can't so is this a waste of time. He then hung up. The broadband supplied here is, and has always been terrible and slow, lucky to get 1.5 Meg speed, constantly dropping out, if the landline is used, or called broadband drops, because of my mothers very low need she has said nothing and just got on with it. Think its time to change providers as no speed no stability and no help at all.
- Location
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- Location
- East Cowes, Isle of Wight
- Reviewing
- Plusnet
- Date
- 2023-12-12
- Comments
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I don't often have problems with the broadband service, but I wanted to get my Google Chromecast working (which worked fine with my previous provider (John Lewis), and now it complains about AP isolation towards the end of the setup. I looked on the Plusnet forums and others have had the same problem. Rang tech support, and the only thing they could do was factory reset the router, which did not help, and then suggest contacting Google. I have not done this because Google are just going to say that it is their issue, and I am inclined to agree.
Tech support basically useless.
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2023-12-05
- Comments
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I have been with Plusnet broadband for several years and never had any problems with their service. Today I spoke to customer advisor Luke in Sheffield. After answering my call almost immediately, he went above and beyond to help me with my query in a manner that I could fully understand. Excellent customer service. Thank you
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2023-11-29
- Comments
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I joined plusnet for what I believed was for people on benefits
Now I find they don't do it
So where has my supposedly plusnet account for people on benefits come from ???
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2023-11-20
- Comments
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Incompetent staff who like to leave you in the dark, I made a complaint about some issues I had. I was told an investigation was going to take place and that I would hear back. Obviously I’ve heard nothing back until a debt collections letter come through my door for £20. No phone calls or emails about owed money, straight to a third party company. Of course all they care about is money and not customer satisfaction.
- Location
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- Location
- Lincs
- Reviewing
- Plusnet
- Date
- 2023-11-16
- Comments
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Avoid! Terrible company,I was told it would cost 24 pounds a month but it was 30,they then started taking 53 pounds,I rang them up they offered me it for 28 said no then said I could have it for 22,I cancelled.
Bunch of clowns!
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2023-11-16
- Comments
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I have been with PlusNet now for around 12 months. I was previously a customer many years ago and had a bad experience with their customer service. When looking to change deals in our new home, PlusNet offered the best deal so I decided to try them again. I have been shocked at how bad this company have become.
We have a relatively new build home (<10 years) yet from the speeds we get you'd be forgiven for believing we live in a forest with no phone line. We are a short distance to the 'green box'. We get, apparently, acceptable speed to the router which is where their customer service ends. They guarantee a line speed but in the small print this is only for a wired connection and does not apply to WiFi. We had many issues with the service cutting out and receiving sub 1mbps speeds they sent a new router, which made no difference. They sent two 'engineers' the last from BT who decided to disconnect every other phone socket in the house bar the master at the front of the home. Not only did this mean we had to relocate the router, but now signal towards the back of the house was almost non-existent. PlusNet did not care a bit that this happened.
I have tried range extenders, power line adaptors and installing a MESH network, none of which improve the overall quality of the broadband and ultimately I still only receive 1-4mbps download the majority of the time and cannot even stream a 3 min YouTube clip!
Complaining to PlusNet is nothing short of banging your head against the wall. They are rude, unhelpful and simply do not care they are providing a subpar service.
I will never use this company again. Their Hub2 does not support MESH network so now I am having to work out how to install a 3rd party modem/router to improve performance.
Use at your peril!
- Location
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- Location
- Avoid upload speeds unusable
- Reviewing
- Plusnet
- Date
- 2023-11-15
- Comments
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Was happy with them for a while, but my wife and I are getting issues for work, teams, FaceTime, blink and ring cameras not working.
Upload speed is 0.5 mbps, new router installed, engineer tried to improve the speed but hopeless, FULL FIBRE is not available as only CITY FIBRE
Want to terminate contract but not possible for 7 months
Looks like I will have to pay twice now for another provider
If you want to use any application or device that needs reasonable upload speeds then avoid PLUSNET
- Location
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- Location
- Newport
- Reviewing
- Plusnet
- Date
- 2023-10-19
- Comments
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Had a few problems on the line. Had no problem getting through to humans for help. I would use their service again.
- Location
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- Location
- Southwell
- Reviewing
- Plusnet
- Date
- 2023-10-09
- Comments
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we used to have 3 BB contracts with plus net for over 15 years, always been spot on, but since the BT Takeover they have gone downhill, I renewed one of the contracts October 2022, they now say that I never renewed the contract even though I spoke to an agent about it a couple of days later. been overcharged about £340 in total. apparently they have no records that far back including voice recordings. All I would Advise is take your business very much else where.
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2023-10-07
- Comments
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arranged a move home date around the open reach plus net engineers. The open reach man was outside in his van for an hour I went out a couple of times. He didn't even attempt to come in to the property to check everything was working and just left. Typically it wasn't working. Call plus net and the earliest they will get someone out to look at the issue is 7 days. Absolutely shocking that they will leave someone 7 days without any internet in a day where people work from home for an error that was their side. really unsympathetic service and no attempts to bring an appointment forward. Won't recommend.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2023-10-05
- Comments
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Originally went with Plusnet as had been imopressed with the customer service experience whilst dealing with my parents broadband.
And the technical support has been good. But really feels like the good people that work there aren't being supported by the higher ups.
Am finally leaving them this year as despite asking this year what their plans for the PSTN switch off was and getting np answer, I have now been told they will not have a phone service after the analogue system is turned off.
It's just starting to feel like a very stripped back business.
Also I only had my hub working for under a year before the WiFi broke.
But the connection to my property has always been reliable.
- Location
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- Location
- Heywood
- Reviewing
- Plusnet
- Date
- 2023-10-02
- Comments
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Finally able to leave plusnet after 18 months contract. I have had a really bad customer experience and am sharing what I experienced. During my contract I was without a phone service for 30 days, not able to make or receive calls. I contacted Plusnet at the start of the problem and they refused to aknowledge that there was a problem. To have a senior customer services manager argue with me to tell me that my phone was working and that it was a crackle on the line. I was told that I would receive compensation for my lack of service by their customer services advisor ( as per the terms of their Ofcom agreement) but in the end they refused to honour this. I finally got the matter resolved by writing to the director of customer services. At the end of my contract I gave them a months notice that I was leaving and going to a new provider this was due to take place today 2nd October, but Plusnet decided to turn off my broadband on the 30th September so without any broadband or internet access for two days. I have raised this with Plusnet as a conmplaint who were supposed to ring me back today with an explanation and outcome but they neglected to contact me.
- Location
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- Location
- Farnham
- Reviewing
- Plusnet
- Date
- 2023-08-16
- Comments
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I signed up for a package and they over billed me x 3 the agreed price , I complained and they agreed the bill should be 24.99 pcm both verbally and on email and i was due a credit. Im debited Pds 76 and guess what next month bill is Pds 55 . CHECK YOUR BILL VERY CAREFULLY WITH THESE GUYS
- Location
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- Location
- SOMERSET
- Reviewing
- Plusnet
- Date
- 2023-08-09
- Comments
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worst company iv ever had was signed up…
worst company iv ever had was signed up on 19 july to fttp told install on 1 aug no came when i rang told no engineer booked but i was told by email and on the phone that morning of the install should be with me
the over the next 2 weeks its gone back and forth with them tryng to get a install and was told today 9 Aug the next update on this will be on 16 Aug week
later so called and cancelled the order will not recommend this company for broadband supplier as dont know how to treat people.. WORST SERVICE IV EVER HEAD IN MY 53 YEARS OF MY LIFE HOW THIS COMPANY ARE STILL AFLOAT WITH RUNNING LIKE THIS IS BEYOND ME i do hope this company goes under as they don't deserve clients and customers wish id see the reviews before i signed up as lot of 1 star reviews on how people have been treated im never using them again
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2023-08-01
- Comments
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We did not get the cash voucher promised when we signed up as payment failed going through to Plusnet on a switch site then on their site. It had to be done on the phone. First on a switch site £70 and on their own website offered £50 voucher. We expected a voucher would arrive within a few months but it didn't. The main person at home is elderly so it was forgotten. I was told by staff that after 3 months we could not claim it (as it was 'third party') - same answer even if offered on their site. Internet reliability and speed is average. Staff online are ok but you wont get your money back!
- Location
-
- Location
- orsett
- Reviewing
- Plusnet
- Date
- 2023-07-31
- Comments
-
a complete waste of time been off for 2 weeks now ...and not going to reconnect me for another 2 weeks,just a bunch of clowns....DONT DEAL WITH THIS "COMPANY" THEY JUST DONT CARE
- Location
-
- Location
- Presteigne Mid Wales
- Reviewing
- Plusnet
- Date
- 2023-07-25
- Comments
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Left Talk Talk because of appalling customer service and joined Plusnet. Plusnet service is terrible, I have been lied to, I have been promised dates, I have been waiting over 2 months for a service. Order placed May, now been told it will be August before I will get Broadband.
I'm now wishing I stayed with Talk Talk - at least I had broadband!
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2023-07-13
- Comments
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The Broadband side of things is fine, but just don't waste your time with their Webmail. Utterley hopeless, and whilst you might get in very early in the morning, from then on it's unlikely to connect until late evening.
If Email is important to you, choose another Provider, as Plusnet is useless.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2023-07-03
- Comments
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The customer service is the worst I've ever experienced. Each time I've phoned I receive contradictory information and I'm always promised I'll be phoned back to which never happens. Useless
- Location
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- Location
- Craven arms
- Reviewing
- Plusnet
- Date
- 2023-06-28
- Comments
-
Very poor customer service. Charged me even after the contract ended and they had said I was going to get a refund because the price was going up
I would not recommend. Even set a debt collection agency on to me for 14£. Be very careful if you want to use them, they are part of BT after all. Not good
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-06-24
- Comments
-
I’ve been with plusnet for well over 10 years as I’ve always managed to get onto a good deal at renewal. Even moving house with them was easy. Just recently upgraded to fttp and service went a bit awry, however a call with their support team has got it resolved. Has no issue getting through to them. Whenever I call them pick up is quick. Tech support do a call back from a text bot service and say it will be within 30 mins. My call was more like 10 mins. Very happy with their customer support.
- Location
-
- Location
- Airport road
- Reviewing
- Plusnet
- Date
- 2023-06-24
- Comments
-
Very bad experience don’t waste your money.totally wastage of money.bad services.
- Location
-
- Location
- S,wales
- Reviewing
- Plusnet
- Date
- 2023-06-10
- Comments
-
Terrible company avoid at all cost ,I was told they would match sky's offer of £26 a month for 18 months then a few weeks later put my price up to £30 ,the should have been made more clearer to me that the price of £26 was only for a few weeks
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-06-07
- Comments
-
I have been waiting for 15 days since my order went through. They keep saying it's down to Openreach not getting back to them. But this isn't the main issue here. The main issue is that Plusnet doesn't care about updating me on the status.
They won't chase openreach or give me an update unless I keep calling them. They always ask me for a new deadline and once day comes, Plusnet doesn't get in touch with me at all.
And what happens next is that I need to keep on calling and begging for them to act as professionals!!!
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2023-06-06
- Comments
-
I have been a Plusnet customer since 2008. Had quite a few problems with back in the past so went to fibre TTC and there was a great improvement. The customer service is very good when you can get through. Next year my 24 month contract ends and Plusnet wants to increase it by over £20 per month. This will not happen as I will seek another supplier.
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2023-06-03
- Comments
-
Shocking. Transferring from John Lewis and was promised a smooth transition. Now been without Internet for two days with no idea when we will have it back only said they will give an 'update' on Monday. Avoid avoid avoid
- Location
-
- Location
- East
- Reviewing
- Plusnet
- Date
- 2023-05-25
- Comments
-
I joined Plusnet broadband in March 2023 at an advertised cost of £25.99 per month, switching from Sky which was £30 per month. However, I have never paid £25.99 per month but instead, £29.74 per month. I joined Plusnet via their telephone sales team and not once was I warned that I would never pay the price agreed of £25.99 per month but in fact an increased price. If I'd have been told, I would never have switched.
I called this morning to complain and was told that there is an annual price increase at the end of March. I questioned why the operator is happy to tell me this following a complaint but the sales person did not tell me this at the time. He just repeated his script about the annual price change etc. As soon as I put the receiver down I received an automated email saying it's all explained in their T&Cs and that my complaint was closed.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-05-18
- Comments
-
Absolutely brilliant customer service. All their call centres are based in Yorkshire and you really feel that care and warmth when they try to help you. Fibre in all of the UK by 2026
- 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.