3,751 Customer Reviews over 94 pages
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- Location
- Upminster
- Reviewing
- Plusnet
- Date
- 2016-08-17
- Comments
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Signed up for fibre but from day one getting a wifi connection (or wired), even if standing next to router was very difficult. Previously with Sky had no problems. Plusnet sent new router after 3 days, same problem connecting any of 3 laptops, all up to date models and iphones.
In their defence plusnet agreed to cancel contract after 14 days of frustration and substandard service. i am trying BT.
- Location
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- Location
- Upton upon Severn
- Reviewing
- Plusnet
- Date
- 2019-03-28
- Location
-
- Location
- Urmston
- Reviewing
- Plusnet
- Date
- 2018-07-24
- Comments
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I've used Plusnet for an year, because it was the only supplier in my area which could provide the "highest" speed. During this year, the connection kept failing and the speed was a only half from what I was supposed to have. I raised it with their IT support, as usual, the "fault" was still on my side by having too "many" devices connected to Wifi (one mobile phone, a tablet and a laptop used occasionaly - you decide how many they are). The main trap is when your contract is due for renewal, you won't receive any notification, besides the DD email letting you know that in 3 DAYS they'll take an the increased payment from your bank account. So basically, unless you are very organised and keep track for all contracts renewal, you will not have any chance to reconsider your internet provider, or negotiate the contract with them.
- Location
-
- Location
- Urmston
- Reviewing
- Plusnet
- Date
- 2022-04-29
- Location
-
- Location
- W.Yorks
- Reviewing
- Plusnet
- Date
- 2018-11-02
- Comments
-
Plusnet used to be great, especially for customer service, but since BT took them over, they have gone steadily downhill and are now bumping along the bottom
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2020-02-25
- Comments
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Paying £36 per month I looked for a better price. When I found one I rang to cancel. The guy on the retention team seemed really uninterested and didn't believe that I had got the deal I said I had nor did he think you could have broadband without a land-line. He offered me a discount to stay but I felt it was too late for that so I told him to cancel it on my renual date. I will still have to call them back tho. At the end of the call he didn't even say goodbye.
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2020-07-21
- Comments
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The big problem with Plusnet is that they are so difficult to contact. They couldn't be more awkward if they tried.
We have had a fault on the phone line occurring for the second tome in two weeks. They expect you to telephone them; How when the phone isn't working!! I got onto the chat line where they just couldn't care less. They said they couldn't do anything, which means they weren't going to try. They said I had to ring. I managed to get a mobile to call but their call centre is hopeless on a mobile. Pressing the button as instructed just cut me off and I tried several times. I had asked the chat line for an email address of the Complaints Manager but was told that you have to write in. For a company selling modern technology, including email, it is ridiculous to hide behind the postal service. I want action now not the week after next.
I'll just be glad when the contract is finished then goodbye and Plusnet.
How can their customer service be “award winning”?
- Location
-
- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2018-01-19
- Comments
-
I have just left Plusnet after an awful two years. I don't normally leave reviews, but this is the worst company I have ever had to deal with.
To summarise my experiences - I have made 94 calls to this company for faults, failures and mistakes. It took them over 3 months to get my internet working, and then it was dial up speeds. It took them another month to get the speed up to what I was promised. The majority of the people that work in their customer services and call centres are generally incompetent, unprofessional, sometimes rude, idiots. On the rare occasion that you do deal with someone who is capable, their service is soon let down by having to refer you or hand you over to another employee out of the talentless pool of dead carcasses that work there.
Every time you request a change to the service or there is a fault, prepare yourself to have to make numerous phone calls to resolve even the simplest of problems. Of the 94 calls I have made I have found that the person you speak to (obviously you have no control over this) has a much higher bearing on when the issue will be resolved, rather than what the actual issue is. Some of the simplest faults have taken weeks to rectify, and if you don't keep calling them, they can take a lot longer.
Thankfully I have now left and switched to another provider. The experience has been a breath of fresh air, there have been a few minor issues with the new provider, but they have all been resolved quickly and promptly. This is a very different experience to PlusNet, who I am still having to call as they have cocked up the final bill and rather than rectify it before it leaves my account (Over two weeks to sort this before the bill date), I have been told to wait until the excess charges come out, and then I can contact them to get it refunded. I am sure I will break 100 calls before this is resolved.
"We'll Do You Proud" - Far from it!
AVOID LIKE THE F****ING PLAGUE!
- Location
-
- Location
- WAKEFIELD
- Reviewing
- Plusnet
- Date
- 2016-12-23
- Comments
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I have 30 days rolling contract with Life Mobile( now Plusnet). I lost my mobile last Friday . I phoned them to block outgoing calls and send me a replacement SIM which I received 2 days ago and I rang Pulsenet to reactivate the SIM. It is third day and still the reactivation has not taken place. Yesterday morning when I rang about 9am, I was advised that it will at most take 2 hours. In late afternoon when I rang again for third time I was told my another adviser that she could not tell how long will it take- hours , days!! That is really very worrying and stressful. I am without a phone and can't receive any urgent important personal or business calls. If I knew then I would have ported the number to other providers. This is really very poor unacceptable service. Dr Khan Wakefield.
- Location
-
- Location
- wakefield
- Reviewing
- Plusnet
- Date
- 2020-11-23
- Comments
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A yorkshire company ripping yorkshire people off. I am a pensioner who was taking in by this company twice. They promised me i would not pay more than £23.00 per month. My last bill was £75.00. Dont go with them. Robbers.
- Location
-
- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2016-04-21
- Comments
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3 times since November my phone has gone off and my broadband below 1mg, I am disgusted with this, it happened a couple of time before last November too, no joy from rude customer service people. I am going to change supplier to one that can deliver the service they are taking the money for, HOW YOU ARE GETTING AWAY WITH THIS PLUSNET I REALLY DON'T KNOW. YOU DIDN'T DO ME PROUD. What rubbish, avoid at all costs
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
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I Have been with Plusnet 20 years. You are just a number with this company now they have grown. "Dont Deal with this company" you will regret it in the end. had to pay over £200 to due to them cancelling my broadband. the contract was cancelled 12 months ago due to them saying we wasnt paying, BUT STILL TO THIS DAY WE HAVE BEEN USING THE INTERNET WITH PLUSNET.We only got a letter in the post today, they said we should have checked our emails that are on plusnet own site, we did but all the emails had been archived and deleted. i could go on and on with this. DONT GO WITH PLUSNET
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2021-09-08
- Comments
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Recently had to leave plusnet through moving home. They were all nice nicey until I'd left. Then the threats came. Contacted customer service average answer 25 minutes about them charging me £162 for an exit fee. It's our mistake don't worry. But yet the threat as been escalated to a debt agency. Absolutely diabolical service. Don't go near.
- Location
-
- Location
- wakefield
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
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i am overall 100% satisfied with plusnet fibre broadband,it took just eight days to connect my fibre connection, there was a problem at the exchange but this was sorted the next day, i have excellent connection all around the house no buffering when streaming or playing online games and customer service has been better than any other internet provider i have had before, very friendly and helpfull. well done plusnet another satisfied customer
- Location
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- Location
- Wakefield, West Yorkshire
- Reviewing
- Plusnet
- Date
- 2020-10-04
- Comments
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I moved home 12 months ago, and there followed a succession of problems. Firstly for some unknown reason someone put us on ordinary broadband from the super fast, but continued to charge the faster rate. From day one we had no end of problems with coverage and reliability. After a number of calls and a replacement router, still the same problems. They then sent an engineer who suggested buying boosters as it a 3 storey house, which I duly did, still problems. They tried slitting the bands, still no better. I tried to persevere but it kept dropping all the time, which was a nightmare as my partner works from home on live spreadsheets, which are not self save, and she lost her work. Finally I decided to cancel my contract as it was not fit for purpose. A very rude lady on the other end said I had not followed their fault reporting process and I would need to pay the cancellation fee. I have now installed bt 2 all cover, perfect!If you live in wf2 do not buy plusnet.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
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Absolutely terrible company! Have lost count of how many times weve complained of slow broadband and most days NO broadband at all. All we do is get fobbed off by clueless people. Cheaper than most companies because all they provide you with is hassle and rubbish. Terrible company, terrible customer service, terrible broadband. Avoid at all costs.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-10-17
- Comments
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Plusnet is a mess at the moment.... No communication between departments and can't even send me right bill after I upgraded my service, so I ended up overpaying my bills... Another issue is that plusnet by mistake disconnected my broadband without letting me know and then when I called the technical support team they were investigating the "fault" for 3 weeks leaving me without service i paid for, so they didn't even know the that they disconnected me ha ha! Joke and nightmare as I'm waiting now without Internet until 3rd of November, when they will upgrade my service to full fibre....
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2019-04-10
- Comments
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Months of drop outs and copy and paste scripts from CSR’s no manager call back when promised over charging of account frequently even when they breach their own terms and conditions... avoid at all costs
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2019-08-01
- Comments
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Worst Customer service "In The World".
Took 2 days and about 5 phone calls to finaly get broadband working, it only needed 1 word in router setup changed, then was told there Maybe a fault on my line, wasn't there with all other providers before Plusnet, and they would have to send out an engineer even though a Open Reach engineer had been in my house and tested my line 2bdays before this but if was informed that if NO fault was found I would have to pay for engineer event hough it was Plusnet telling I had a fault?
After complaining I was offered chance to cancel my Plusnet contract witch I didn't but they failed to inform me that buying doing this they would cancel my phone line immediately and I would lose the home telephone number we have had for the past 26yrs.
Its 8 days later today and I'm still having to chase them up for the £215.00 line rental money I paid up front.
STAY AWAY FROM PLUSNET!
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2021-06-11
- Comments
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Only been with them for 2 days and already they are increasing my price!
The router they supply is a joke, poor wifi, overheats looks nasty!
The main reason I joined them was for the UK call centre, but honestly the ones abroad are better then these! Very patronising, you can tell they are working from home as they don’t care, each time you call up they honestly can’t be bothered.
Will be going back to Talktalk once my contact ends.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-02-10
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2016-08-19
- Comments
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I have the standard broadband, due to financial reasons, no fiber - the download speed test all show a fairly reasonable download speed of between 2 and 5 mb per second, which is not bad for non-fiber standard broadband, yet Plusnet have capped ALL downloads at 256kb/s - despite having capability to allow up to 8 mb/s as advertized. It is a scam to half the price of fiber but cap speed at one quarter of a megabyte, surfing is very slow, Facebook takes 5-10 seconds, sometimes 30 seconds per page load.... Surely Plusnet could be held to trading standards for a rap on the knuckles for capping the speed, they should advertize it as being 256kb/s if they are capping it at those speeds- it is false advertizing. Most displeased with Plusnet broadband, was not expecting 20mb/s as with fiber, but 256 kilobytes per second is insulting.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-03-23
- Comments
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Do not believe the spin they give you in the ads about great customer service - they are very poor. On several of the occasions where I had to contact them I was hanging on hold for half an hour - and not very helpful when I got through. Other nonsense included them telling me at the start I could get a new router at any time and then when I tried to do that they said no, it was for new customers only. Glad to have left them. Even TalkTalk is better than Plusnet, I'm afraid. Best avoided.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2018-08-03
- Comments
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Shocking customer service. Quick enough to take my money but extremely slow in answering my query. I bet if i stopped their payments then they'd be quick enough to get hold of me then. Bloody amateurs
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
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Worst ISP ever my internet has not worked for over a year and minusnet will not sort the problems. The customer service is useless. The high level support don't care. AVOID this company at all costs and it may save you a fortune.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-01-06
- Comments
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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
- Wales
- Reviewing
- Plusnet
- Date
- 2018-06-25
- Comments
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Absolutely shocking broadband.Was okay when we first signed up to it but we decided we needed faster Wifi so switched to unlimited fibre wifi and calls,Just a complete waste of effort and money. Considering its supposed to be a set price for the wifi they charge us more and more every month. We only use the phone in emergencies but that shouldnt matter as were still paying for unlimited. The broadband goes down about 10 times a day now sometimes down for up to half an hour or more. Cant use social media,watch netflix or youtube or even game on it because its that slow.You have to turn the wifi on and off on your phone just for it to work. Yesterday i done a commection test and my download speed was 1.1kbps! Now when youre paying over £50 a month for “fibre” you expect to get it. Quick enough in taking money off you but cant provide decent broadband services! Avoid at all costs!!!
- Location
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- Location
- wales
- Reviewing
- Plusnet
- Date
- 2017-11-26
- Comments
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Been with them a year. Goes smoothly. Only use internet and phone. Were helpful when speed went slower than when you made a coffee waiting for system to boot up in the 70s-80s. Phoned. Was told how long I would be kept waiting - long enough to make a coffee of course. They knw of no problem their end, but would stand by to see if my helpful helper found something. He did. Another helpful helper had turned off the automatic update option and I had 66 updates queued up. So it was sorted from my end and I phoned plus net to let them off guard duty. We laughed.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2020-01-19
- Comments
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Used to be impressed with plus net for customer service. Been with them for over a decade. Not happy this past year or so though. 2 hours waiting for a call to be answered this week (and it wasn't answered, I had to give up!)....i have had similar waits in the recent past. Online chat was unavailable everytime i tried . Customer service variable some good people but also lots of surly ones too. And no apology for the rubbish service when I mentioned it! I will look for a new provider when my contract is up. Also, when you have no internet, plusnet say you won't be charged for the period without but you have to contact them after and ask for this amount to be refunded! Shame, they used to be good!!
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2016-05-05
- Comments
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I switched to Plusnet on 28th April after many years of shoddy service from TalkTalk. I have the fibre package and am so far very impressed. The router arrived on time and my service was activated on the date specified. I was expecting speed to be a bit slow for the first few days as they see what line can handle, but within an hour of going live I was getting 38 Mbps download speed. I have been over the moon with my wireless speeds as they were pitiful with TalkTalk (even though I had fibre with them), some days I wouldn't even get 1 Mbps download speed, but with Plusnet I've been consistently getting over 30 Mbps on WiFi with my phone and tablet, often it is 37 Mbps! I have had a fault with my phone occur today, no dial tone and can't make or receive calls, but I managed to speak to their technical support team on my mobile and they were very helpful and efficient, so hopefully it will be fixed soon. It is a breath of fresh air to speak to someone in the UK who doesn't sound like they are reading a script and has genuine concern for the customer. My only regret is not moving to Plusnet years ago.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-10-13
- Comments
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Terrible support. I have been without broadband for over 24 hours and can’t even get them to answer the phone. Be prepared to wait in a queue for hours if you call them for support and you will have to phone multiple times because your call will disconnect randomly after 20 or 30 minutes of waiting. I’ve only recently switched to Plusnet but I’ve already been taught that age old lesson - you get what you pay for. They are cheap for a reason.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2017-09-09
- Comments
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Joined Plusnet in 2008. At first ,and for a few years ,broadband was good and wifi signal reliable and available throughout the house. No complaints. Never had to call customer service. Over the last three years the service has declined. Poor internet and unreliable speeds. New routers developed faults after short time. Surly customer service with about as much insight into IT as my deceased pet gold fish 'Bundy'. Had to call Plusnet several times about the 'drops' and 'disconnections' but never the routers problem as customers are stupid. Was told to read my Plusnet messages as the not-so-bright girl at Plusnet assumed I was incapable of doing that. Always the customers fault and never Plusnet even when my internet speed was below the minimum speed guaranteed! . Plusnet are fine if you want high Ping/Latency, low upload speeds, up and down internet speeds and enjoy waiting for videos to buffer on You Tube . Great if you like getting disconnected often and great if you only want to send emails. Drops in interent is like watching a ping pong ball go up and down on a trampoline and the fun lies in guessing what speeds you have and testing them to see if it was the highest they could offer or the below lowest speed you were guaranteed. You cannot test your internet speed via Plusnet's website either. Long wait for customer services on the phone. Ages for customer service to respond via their website - days in fact. Anyhow, led to my departure from Plusnet after 9 years which is longer in duration that my first marriage which I opted out of too. Plusnet does not acknowledge customers who have been with them for years as well as providing poor internet service. Ah well... Am now with a more reliable provider with signal throughout the house. . Plusnet is cheap and nasty and you get what you pay for. Router is cheap and nasty too but thats free.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-05-23
- Comments
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Only works well with 3 devices or less... Any more and speeds will drop.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-04-05
- Comments
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Been with them for years but now are an absolute shambles. Messed up the house move created a new account with wrong details, eventually got going but just had email saying a direct debit set up on old account - called and they said ok we'll sort it. They cancelled the old account but also managed to cancel email address. Rang them and they couldn't seem to care less. They agreed to open the old account as email only but would take several days so I'm without emails.COMPUTER SAYS NO is the current service response to everything. Incompetence rules since BT took them over
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2018-09-06
- Comments
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Plusnet keeps you on hold for an average waiting time of 30 minutes and when you finally get through you sometimes get cut off/disconnected so you're expected to phone them back and wait for another life time before getting through again.
Why can't they have the decency to phone you back so they can at least try and rectify your problem instead of ignoring it. I joined Plusnet for their Customer Service but what a load of rubbish they are.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2019-02-27
- Comments
-
Beware choosing Plusnet. Customer Services and Billing are absolutely atrocious. My billing has often been wrong. For example: I've just (stupidly) renewed an annual contract with them and they've double-charged me on my broadband. I ring them (always long waits, sometimes up to an hour). A surly assistant tells me that " no system is foolproof" ! No apologies. I tell her that the same happened last year. She becomes even more surly and then says goodbye and puts the phone down whilst I'm still in mid-sentence.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2018-08-20
- Comments
-
What an absolute pile of crap! Kept charging me twice a month and always told me they would refund it. When contacting plusnet services, every person is absolutely rude and no manners at all! Would never use them again.
- Location
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- Location
- WALLSEND
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
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Phone Del Boy before you phone Plusnet
I can honestly say that Plusnet are the worst company I've come across in all the years that I've used the Internet and I have been doing that since windows 95
Their customer service is less than zero, their sales team are not to be trusted,their products and promises are not true and if you have a problem with them don't expect them to "Do you proud"
Phone Del Boy for a better deal
YOU HAVE BEEN WARNED
DO YOURSELF PROUD
GET SKY VIRGIN BT OR ANYBODY ELSE
IF YOU HAVE NO OTHER OPTION GET A CARRIER PIGEON OR LEARN HOW TO SEND SMOKE SIGNALS OR EVEN BUY A 2ND CLASS STAMP THEY WILL ALL DO A BETTER JOB THAN PLUSNET
- Location
-
- Location
- Walsall
- Reviewing
- Plusnet
- Date
- 2014-11-17
- Comments
-
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
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.