3,751 Customer Reviews over 94 pages
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- Location
- West Wales
- Reviewing
- Plusnet
- Date
- 2016-01-01
- Comments
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Very poor customer service. Refused to accept report of a fault on the phone line from me and demanded my disabled mother leave the house putting herself in danger to get to a working phone.
- Location
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- Location
- West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-02-17
- Comments
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DREADFUL APPALLING CUSTOMER SERVICE. DO NOT USE THIS COMPANY.
I went to PN as I didn't want to use BT due to past experience by me and friends and family. BT haven't been at all good. However I have recently been told that PN is owned by BT. If this is correct, it doesn't surprise that the customer service and treatment of it's paying customers is so bad. They use the excuse of 'terms and conditions' to do whatever they want to.. Put prices up, even thought you haver a contract, charging if you decide to leave the company. Any excuse to get money out of you. They recently put the line rental charge up by just over a pound a month for every customer. They have over 3 million customers, which means they instantly increased there income by almost £4 million pounds a month. !! Corporate greed and profiteering.
- Location
-
- Location
- West Yorkshire
- Reviewing
- Plusnet
- Date
- 2011-07-01
- Comments
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Used to have a top class service on the up to 8Mb product. Reliability now very poor on up to 20Mb. Many disconnections and told that 3 disconnections per day acceptable. Speed is satisfactory.
- Location
-
- Location
- West Yorkshire
- Reviewing
- Plusnet
- Date
- 2016-09-12
- Comments
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I have after 3 1/2 years cancelled my broadband and phone package only to find they are going to charge £160 cancellation charges!! This is because I upgraded to a supposedly faster speed service in Jan 16 - but this has not stopped the randon outages or improved the speed. No amount of discussion with them will change their minds, the fact that PlusNet is just another name for BT is very clear from their attitude to customers. Stay away from them.
- Location
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- Location
- West Yorkshire
- Reviewing
- Plusnet
- Date
- 2020-01-11
- Comments
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So far, the worst I've ever experienced.
I switched from Sky, because a) it's cheaper b) it's (marginally) faster and c) I wouldn't be limited to using Sky-only devices.
However, I have no had a decent speed at all since switching.
I've tried resetting the router, being in contact, doing all the troubleshooting, and even got an engineer out to do the same thing (oh, and be careful because they charge you for a callout without telling you beforehand)... and there is no difference whatsoever.
My "download" speed, after a month, went from 20Mbps to about 29Mbps, and then suddenly, a couple of days before the engineer was to come out (an unable to cancel the callout without being charged), it went up to 31Mbps, the "guarantee" speed.
Then, Saturday morning, when no one else is awake, the downloads are around 34Mbps. Still below what I'm paying for, but a vast improvement... when I'm plugged directly into the test socket, a couple of feet away from the router.
However, upload speeds remain shockingly low. 2-3Mbps when I should be getting 9.8Mbps (according to all their figures).
Not only that, but when ANYTHING is being downloaded, the entire connection goes down the crapper! I'm downloading files I need for work at >1Mbps, and I can't connect to anything other online service, even on different devices.
- Location
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- Location
- west-midlands
- Reviewing
- Plusnet
- Date
- 2016-02-13
- Comments
-
plusnet is the worst internet broadband provider. avoid using them.
i switched from sky to plusnet to save. they took payment from me when i signed up with them. my internet was supposed to be on a week ago. everyday i keep calling them, im put on hold to then be transferred to another department where i am put on hold again. On average i am on hold for 45-50 mins. they keep saying that my internet is delayed because of their supplier, which is really none of my business. i need internet everyday to get on with things but because of their crap service i have to go out of my house to sit in a mc donald or subway or wherever they offer free wifi. i have to spend money at mcdonald or subway to be able to use their wifi, however at night i have no access to internet. it's really boring and annoying.
this has been going on for a week now.
i am disgusted with plusnet. signing up with them was the worst move i've made.
they are absolutely crap.
to save you stress, dont go with plusnet.
cheap is not always the best solution.
sky was the best of them all and i left them but i will go back to them because after an 18 months contract with them, not once i had to call them for an issue.
if you want the best fibre optic, customer service etc... go with sky or if you are already with sky, stay with them.
- 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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- Location
- Westhill, Aberdeen
- Reviewing
- Plusnet
- Date
- 2016-06-18
- Comments
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Gave one star because there was nothing lower available. 1/1000 in all categories. Worst decision to join Plusnet (fibre road band). When I joined them, first few weeks everything was perfect. After the time when I was not change my decision, terrible service, terrible customer service. DON'T GO FOR ANY PLUSNET AND DON'T TRUST THERE GOOD SERVICE FOR FIRST FEW WEEKS. Now I have to use their service for two years but first and last time in my life.
- Location
-
- Location
- westmids
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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plusnet is a ripoff as soon as you sign your contract you are doomed there costumer service do not give a dam and must all be trained on how to tell lies then when you do leave they send you a debt letter saying you owe hundred and something pounds SO CHECK AS MANY REVIEWS ABOUT PLUSNET AS YOU CAN
- Location
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- Location
- Westminster, London
- Reviewing
- Plusnet
- Date
- 2021-08-19
- Comments
-
Terrible broadband provider. Let's start with how they delay setting up my service by 18 (!) days. During the service period, the speed was terrible, dropping off significantly at times. If 3 people were using the internet at the same time, that would pretty much stall everything. Yesterday my contract ended and today a bill was still generated! I have just discussed it with a customer support rep and he suggested that either I pay it and they will refund it, or cancel my direct debit. Why wasn't it done properly on their end?! Are they hoping that some people will just not notice that payments keep going through? This is just an extremely poor focus on customers all around. I will never use PlusNet again.
- Location
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- Location
- Weston
- Reviewing
- Plusnet
- Date
- 2018-08-12
- Comments
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Customer Service 0/10
Worst customer service don't bother trying to ring them as I don't think they actually have anyone answering the phones. 26 minutes today in the end gave up.
Broadband speed 0/10
Alleged guaranteed 3meg (can't have fibre) not once have they reached that & the Wi-Fi signal is non-existent. Sat in the same room as the router ran a speed test & got .32meg. My security system relies on Wi-Fi, my door bell as well, my heating system also relies on it so basically all of it is null & void & trying to get this company to help well basically I have now given up. Asked them to put me on the waiting list for fibre as per BT their response we can't do that. You have to request it, hold on BT say that my supplier has to request it & as their parent company is actually BT can you see where I'm going with this.
Broadband reliability 0/10
It's shocking. When I asked them
Would I recommend them HELL NO & their adverts on the TV obviously they've paid for all of their awards because from what I've experienced no way they've got awards for customer service, reliability or anything else for that matter.
- Location
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- Location
- Weston super Mare
- Reviewing
- Plusnet
- Date
- 2018-06-15
- Comments
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Absolutely shocking service was with them for about 7 months and never had internet speed which they said id get and thats when I actually had a connection AVOID THIS COMPANY
- Location
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- Location
- Weston Super Mare
- Reviewing
- Plusnet
- Date
- 2016-11-17
- Comments
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gradually getting slower and slower, went off last night, submitted ticket, still no response,sat on phone for over an hour and still no answer so gave up for now, tied to this rubbish for another 8 months thanks to Curry's talking me into this change when I bought a fridge freezer....been with sky,talktalk and bt before, this is the worst, not worth the saving, can't even get on most webpages as it times out.
- Location
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- Location
- Weston Super Mare
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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I have been with plusnet for 3 years, the first two were fine.
The last year has been god awful.
Internet gone down 4 times, for long stretches. Woeful customer service, average wait times of 30 mins at any time of the day. Something has happened to the company in the last year, before I would recommend them now I would warn anyone against signing up. terrible terrible experience this last year.
- Location
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- Location
- Weston-super-mare
- Reviewing
- Plusnet
- Date
- 2016-05-03
- Comments
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Great so far just switched, they kept me up to date on the process, advised change over would be 4/05/2016 by the latest but up and running by 1500 on the 3/05/2016. Very happy
- Location
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- Location
- Wetherby
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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Can't fault them, the phone package was connected a day early and so was the ADSL. I was kept informed all the way by text and e-mail and the speed is faster than my previous ISP (Sky).
The icing on the cake is the money I'm saving as well!
- Location
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- Location
- Wetherden, Stowmarket
- Reviewing
- Plusnet
- Date
- 2018-06-01
- Comments
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Customer for 3 days. Speed less than 50% of the guaranteed minimum. Caller ID Paid for and in not happening so all calls are being refused. Router placed in the same place as its predecessors has so far proved weak and unable to power the Sonos system beyond a few metres. All in all a VERY disappointing start
- Location
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- Location
- Weybridge
- Reviewing
- Plusnet
- Date
- 2017-01-23
- Comments
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really unreliable lately
- Location
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- Location
- Weymouth
- Reviewing
- Plusnet
- Date
- 2019-01-09
- Comments
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Today I get a text from my bank saying overdrawn look to see that plusnet have taken 153.57 so lefted me 75 something overdrawn so I call to see why my bill is that much as I only normally pay 20 pound for the man to say they have charged you for moving house when one I have not. I moved in September so he looked into it and said we have gone wrong and I will sort it u will get a email soon or text to say what’s happening get that email and it’s says u will get a refund off 107 pound. So I call them back up and say why u only refunding me that much when my bill is only 20 so I should get more refunded for her to then look into it and comes back with u have not paid for ur phone bill from the start well for one I signed up for plusnet because I got a deal for 20 pound a month with both off them phone and internet so she looks into that and say yes sorry it’s 22:50 a month fair enough I then say how come my refund it not coming intill 10 days time u ****** up and have now made me overdrawn in my bank she then says that just how it work I say I am a single mum off two and she comes out with go to the bank and cancel it There was no sorry nothing at all just u go sort it out when for one it’s ur fault I am in his place right now.
- Location
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- Location
- Weymouth
- Reviewing
- Plusnet
- Date
- 2021-10-29
- Comments
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Broadband seems reliable and speed is good.
Try getting through to customder service however; it is impossible. Huge waiting time on the phone until you get fed up and hang up. That alone is enough to want to leave them.
- Location
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- Location
- Weymouth
- Reviewing
- Plusnet
- Date
- 2020-02-26
- Comments
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Good reliable broadband and phone service. Fairly good value for money. Appallingly bad customer service when things go wrong. Transferred from pillar to post and staff don't communicate with one another.
- Location
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- Location
- WEYMOUTH
- Reviewing
- Plusnet
- Date
- 2020-02-07
- Comments
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Don't normally do reviews.But the service we have received from Plusnet
has gone beyond excellent.Thank you.
BT has lost a 17 year loyal customer.
Just wish we had changed sooner, Can not praise Plusnet service enough.
- Location
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- Location
- wf11
- Reviewing
- Plusnet
- Date
- 2020-12-09
- Comments
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worst wifi ever, i live in a small 1 bed,1room ,1 kitchen and a bathroom,you would think in such a small property the wifi would be excellent, plus nets answer was go to fibre at a higher cost, this i did and was provided with a new (different style) router, omg the wifi is even worse, i have had to buy 2 cables to connect my 2 tv's directly to the router, can't wait till my contract ends so i can go with a better (hopefully) company.
- Location
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- Location
- WGC
- Reviewing
- Plusnet
- Date
- 2018-05-14
- Comments
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Some of the others reviewers experiences could have been written by me. Was told if BT cant sort my problems I can leave FOC and was then virtually called a liar when I asked to leave. Useless internet which PlusNet admitted was "barely usable" but still tried to charge me to leave! Majority of staff were great but one was ridiculously rude to me. Felt like I was going round in circles until I insisted on the problem being escalated to a manager and despite them trying to tempt me to stay with a deal I decided id had enough and am in process of leaving.
- Location
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- Location
- WGC
- Reviewing
- Plusnet
- Date
- 2018-05-06
- Comments
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Plusnet service is non existent. I can’t use my internet at all! I have had a BT engineer tell me I need fibre to get any hope of using internet. I had been told by tech I could leave FOC if it’s proven that they cannot give me the service I’m paying for BT engineer confirmed that. Yet now when I say ok I want to leave then, Staff suddenly start being obstructive and saying they need proof I was told I could leave! why would I lie? It’s hassle for me to change providers! They said they will let me change to fibre but I don’t want to stay with Plusnet as they are not the cheapest fibre provider and frankly I don’t trust them anymore and I certainly don’t want to stay with a company that just stopped short of calling me a liar! I have made a complaint to OFCOM as I feel it’s so wrong to try to push another contract on a customer who wants to leave because of already poor service.
- Location
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- Location
- Whitby
- Reviewing
- Plusnet
- Date
- 2019-12-01
- Comments
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Been with plusnet since the start of September '19, within the first week I was getting 17mb/s now Im getting less than 1mb/s, it consistently losses signal and I have to spend an hour or more going round and round on the plusnet hub manager trying to get it to connect.
- Location
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- Location
- Whitchurch Canonicorum Dorset
- Reviewing
- Plusnet
- Date
- 2017-08-14
- Location
-
- Location
- Whitehaven
- Reviewing
- Plusnet
- Date
- 2017-06-15
- Location
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- Location
- Whitley Bay
- Reviewing
- Plusnet
- Date
- 2020-01-13
- Comments
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Problems from day 1 with wi-fi which they tell me is not guaranteed, tv constantly buffering, speeds slower. No issues with previus providers of Sky & BT who use the same Open reach line speed so has to be the router bos. Called customer services who have you change lines - still no improvement. Issues with their router they advised me to go and buy a BT router. Cancellation fee s £188. Avoid at all costs the discount they offer is worthless as you have no service.
- Location
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- Location
- Whitstable
- Reviewing
- Plusnet
- Date
- 2019-04-15
- Comments
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Have been with Plusnet for years and my contract was due to expire, so was looking to see what they would do. My phone call was met with a 50% reduction in my broadband charge. This meant I could get cheaper elsewhere according to the website information. A few days later I did an online chat with PlusNet, this resulted in free broadband for 18 months. So, all I have to pay is the line rental, which matched the website comparisons available. So I stayed with PlusNet, but would have gone to another provider if they had not improved the first offer. Don't take an offer if it does not meet your expectations.
- Location
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- Location
- Whitstable
- Reviewing
- Plusnet
- Date
- 2021-02-01
- Comments
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AVOID THESE FRAUDSTERS AT ALL COSTS!!!. I have had a year from hell with this company. No sufficient broad band forthat time. Ended contract with them, paid double the monthly agreed rate by debit card. WHAT A MISTAKE...now they are taking money from my debit card (now they have those details. The ombudsman said i had a very good case againt Plusnet but i couldnt persue it...BECAUSE I HAD NO INTERNET!. On numerous occasions i have spent hours waiting to speak to customer services, who all seem to have attitude problems and never log your requests. HOW ON EARTH ARE THESE PEOPLE ALLOWED TO CARRY ON TRADING.?.Surely they are breaking the law !
- Location
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- Location
- Whitstable
- Reviewing
- Plusnet
- Date
- 2017-02-16
- Comments
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If I am sat in the same room as the router it is great, good speeds. If I leave the room it is any-ones guess if I will get on line but probably not and this is frustrating.
- Location
-
- Location
- Whyteleafe
- Reviewing
- Plusnet
- Date
- 2015-05-08
- Comments
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Customer Service took 30 minutes to get through both times on the phone. I was very disappointed to wait so long particularly as I was calling from a mobile. The internet has been quite slow regularly and at one stage I had to wait a whole month before they sent me a new router for their broken one which they charged me for. When I decided to leave for sky the person on the other end of the phone was a bit abrupt and sharp but in the end helpful. There are better offers on the market and so I decided to leave them after 2 years of their mediocre service.
- Location
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- Location
- wick, caithness
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
-
Not happy customers at the moment. Ordered our fibre beginning of February. It finally arrives two days ago but would not work. After a 30min call wait, we were informed the wrong gear was sent! She kindly gave us a month free for their mistake but this only means a 1quid refund due to the order we selected! They are currently sending the correct one and said we could buy one in a store too so we had internet during the wait. After two more long call waits, I had a gentlemen try to set it up with me. Unfortunately, this couldn't get completed because the password was lost (my fault) and the gentlemen kindly informed me that they will call again tonight to finish setting it up due to this all being a fault on their side in the first place.
No one has called and they close at 10pm tonight. It's now 9.35pm and I've also just had a 50min call wait trying to phone them instead before they close...
Not happy! After over a months wait and all this hassle. Will now have to wait until tomorrow for another 30min call wait (at least) in the hopes to have the internet we should have had weeks ago.
Currently feel very fed up.
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-19
- Comments
-
poor BB speed -a lot less than previous provided TT trying to get PN to improve speed was fruitless. I have been told the equipment is different to TT-assume that means inferior and the router is poor.
Do not use Plusnet
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Comments
-
Poor customer service.
Prior to signing up with Plusnet I was informed my broadband speed would be at least as good, probably better than my existing provider Talk Talk, I also received an estimate of minimum speed. When connected the speed had dropped 25% less than talk Talk.I have waited hours to be connected to call centre and waited days while the line has been checked and settings altered all to no avail. What do I want, only to receive the minimum speed quoted or to be released from my contract without penalty. Plusnet cannot or will not do either. Do not use this company they lie and fob you off.
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-01
- Comments
-
I transferred from Talk Talk to Plusnet after what I understoood they had a good customer service!
My broadband speed is now down 25% and Plusnet say there is nothing they can do!
I was told my speed would be at least the same as Talk Talk -but now it isnt
poor customer service -I am sorry I left Talk Talk!
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
-
awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
-
awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
- Location
-
- Location
- Wigan
- Reviewing
- Plusnet
- Date
- 2022-04-21
- Comments
-
Absolutely the worse company I have ever experienced in my life. I waited for 14 days to get me service setup before giving up and going back to VM. Useless customer support, engineers that don't show up. Different storied from one day to the next! Utter rubbish!
- 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.