3,751 Customer Reviews over 376 pages
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- Location
- Bushey
- Reviewing
- Plusnet
- Date
- 2015-03-12
- Comments
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Absolutely appalled with their service. I joined plusnet in Nov 2013 and ahd no issues for about 8 months. After that, I have had issues after issues. This is the second line my phone has gone dead. The first time, they were able to fix it within a week. This time, they tell me they have no idea because it is an underground fault and they need to dig up..etc. and have to get permission which takes up a lot if time..etc. I have paid for my land line in advance, so they have taken my money but it has been over 2 weeks my land line is not working and they cannot tell me when it will be working. So, I have paid for a service I cannot use. Since Nov 2014 I have had broadband issues where it keeps going off at various times. Every time I called them, I had to wait for about 30-35 mins to speak to someone. Then I got told various things, promises that everything will be fixed but the issue was still there. The funniest thing is that every time I called, the person Is poke to apologised on behalf of his/her colleague for the misinformation they had previously given me!! What kind of company is this? What kind of training are they given where one colleague has to apologise for the other for the wrong information I was given. My land line is till not working; I made a formal complaint and the manager or whoever it was had the nerve to tell me that they cannot give me a guaranteed time of when my issue will be fixed and also cannot guarantee a fault free service!! I requested to be let off my contract but again was told that they cannot do that because the fault was not due to them!!I mean really??? Yes, they use BT services but that is not my problem. I am their customer and if they cannot provide a service then they are at fault. I am now stuck with this useless company. I regret using their services..stay away from PLUSNET!!!! Stick to virgin media or Sky!
- Location
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- Location
- Maldon
- Reviewing
- Plusnet
- Date
- 2015-03-09
- Comments
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Main gripe I have is when something goes wrong and you need to contact them - you're hanging on for half an hour before someone is available to speak to you. That's terrible customer service. Customers waiting for than a minute to get connected? I would sack the entire call centre management team! Most companies operate within 90 second call answer rates as their target SLA. God knows how PlusNet can live with themselves, given the time it takes to speak to someone there. Clearly the senior management of this company care given the fact that this is happening ...
- Location
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- Location
- Evesham
- Reviewing
- Plusnet
- Date
- 2015-03-08
- Comments
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Until recently we had not had cause to contact Plusnet technical support or customer service. Now we have, we fail to understand their claims for good customer service completely.
Sunday 11th January our internet just stopped working. All the normal processes were followed with the technical support team but it was necessary to call an engineer. 1/2 day lost from work , no engineer turned up despite having spoken twice since to the fault team and being advised to pass all new information we had to the engineer visiting Wednesday. When challenged Plusnet just said someone cancelled it at their end and they didn't really know why ! They shut the fault down after engineer 1 assuming it was fixed. 5 engineers, 5 lost days from work they decide it's REIN issue and despite everyone from the faults team to BT knowing it was a dusk to dawn issue, they sent the engineer at 1 pm. This was 4 weeks ago and they have sent 1 text and 1 email since. Having heard absolutely nothing, and suffering without broadband at key times ( after work in the evenings) for 8 weeks we decided to call and cancel our contract on grounds of non performance. Only to be told by the customer service team member that I was telling lies and that I had been getting service. He absolutely refused to take notice of what I was saying about the down times and refused to read their own records to verify this. Infuriating to say the least. Then I spoke again to technical only to find out that they had closed the fault case down again in 16th Feb. 3 times they have had process failures and they will not accept that they have issues!. They need to be on watchdog. We suggest everyone who has suffered from their rudeness and incompetence contacts Watchdog and the relevant ombudsman ASAP.
- Location
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- Location
- Northwest
- Reviewing
- Plusnet
- Date
- 2015-03-06
- Comments
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Since i took their "Fibre" 80/20 service it has suffered from congestion during peak times,(slower speeds )and Plusnet seem to be incapable of finding out what it is,this problem has been ongoing for over 2mths with no resolution in sight,I have several friends who live nearby same area and they are with different providers but have the same product 80/20 (FTTC) and they are not seeing the issues that i and other plusnet customers are So it looks to be something that plusnet should know about and be able to sort out
- Location
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- Location
- Baker St
- Reviewing
- Plusnet
- Date
- 2015-03-03
- Comments
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Broadband speed sucked, but since they're using BT infrastructure, it's not really their fault. Most of the broadband companies uses BT infrastructure so what is really the difference between them? Customer service. To be honest I never really bothered to call them even when the internet was down or slow as I knew it wouldn't change anything, but the only time I needed to call them was to cancel the account as I had moved out. Every time I called, there was a 15 min queue in their call center. Some months elapsed because i didn't have the patience to wait on the phone for so long, therefore I had to pay for a service I wasn't using. It would have been simpler if I could just send a letter or cancel online on their website, but that was not possible. I have just hung up with them, I've waited 34 mins and 42 seconds where 34 minutes of it I was waiting, and 42 seconds was how long it took to cancel the account. At least the people that run the call center was efficient!
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2015-03-02
- Location
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- Location
- doncaster
- Reviewing
- Plusnet
- Date
- 2015-02-28
- Comments
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I have had problems with plusnet from the morning of the agreed and planned for fibre activation day I phoned that morning to ask where my router was and was told it would be in the post. The engineer was booked for a time between 1 till 6. At 1 pm the line went off so I assumed it was the engineer it came back on at 2pm. At 3pm I phoned the supose to be help desk which took 22 mins to ask if the work was completed and did the engineer need to come to the house because he had not arrived. The representative told me the engineer would need to come to the house and put me on another line to find more about what the engineer would need to do. I waited 10min before putting the phone down to continue waiting for the engineer. At 5.15pm I phoned again because it had become obvious no engineer was coming and the help desk knew this but did not tell me. The help desk wait was again 20 mins and then another 15 mins to be put through to another department where the representative told me that they had known for five days that the engineer was not coming out and that the only thing happening that day was my current broadband would be turned off and the plusnet line would be installed and it would be 24 hours before the broadband and fibre could be reordered. So I had wasted a days holiday from work for nothing. If i had been informed straight away I would have been willing to wait., but I know now that I was not told because they were waiting for the 14 day cancellation period to expire. I believe the people on the help desk knew the engineer was not coming but it must be policy not to tell customers. I decided to wait to see when the next activation date would be because I thought this would be quicker than cancelling and moving to another firm, but the next activation date was another two week wait so I decided to cancel with a full refund because they had not provided the service we had agreed. I have been put several questions on their internet help site none of these have been answered I even asked if they would phone me but no one phoned so I again phoned their help desk to see why no one was reading my questions I informed them if they were not willing to give me a full refund I would stay with them if they gave me free calls and caller id for the inconvenience and distress they had caused. The representative said he did not have the authority to offer me this so he put me through to the cancellation line where the representative told me she would have to talk to her manager before agreeing to this. She said she was going to hang up and get straight back to me. I waited 1.5 hours and no call was received I rang again the person I spoke to this time was Andrew Carr. Andrew could not find any recordings from the person who said she was going to talk to the manager. So she must have been lying and had no intentions of talking to a senior and had just put the phone down to get rid of me. In the end Andrew gave me my full refund. Thank God one of your staff listens but its been a very long wasted journey.
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2015-02-28
- Location
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- Location
- Slough
- Reviewing
- Plusnet
- Date
- 2015-02-27
- Comments
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Im with plus net since June 2013 I Switched to fiberoptic June 2014 not had any single issue with speed and reliability I highly recommend fiberoptic then normal broadband & their customer service is five-star and prices are very reasonable.
- Location
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- Location
- Westcliff on Sea
- Reviewing
- Plusnet
- Date
- 2015-02-26
- Comments
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I have just left Plusnet after 13 years. I thought there customer service was good until today.
They are going to charge me a £30 cessation charge. A charge that was not invented when I joined all those years ago and certainly not in my original t&cs. Hopeless on the phone they don't even understand the point I am making . I don't recommend this company after this mugging which will end up in the small claims court.
- Location
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