3,752 Customer Reviews over 376 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2014-10-14
- Comments
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I can't comment on the quality of the broadband as I'm still waiting for things to be installed.
Do not order with Plusnet - so far we've spent over £40 on phone calls chasing them and taken three days holiday from work to wait at home for installation and we still haven't got things properly installed. I never really bother to post reviews like this, but the service has been so bad with Plusnet - and I'm so infuriated - that I'm posting this. What follows is boringly detailed, but I'm putting it here for the record:
Ordered fiber broadband on the 23rd August with installation date set for the 16th September. When the engineer came, we were told it was only to install the phone line and someone else would have to come to install the broadband - Plusnet did not explain this when we ordered.
I had already taken one day off work, and had to take another off on the 23rd September for the second visit. During the first visit, the engineer pointed out that our phone socket was not near a power outlet, but that would be fine as the engineer installing the broadband would be able to run a wire through and install a socket near a power point.
When the engineers arrived for the second visit, they said Plusnet had not ordered a "full installation" (Plusnet use BT engineers), so they did not have permission to move the phone socket and could only set up the broadband through the existing socket (which doesn't work as both the modem and wireless router need a power socket). Between all of this, we've had to make several calls to Plusnet, which has cost well over £40 (we couldn't use our land line as there is also a fault on that which Plusnet also haven't sorted out yet - and Plusnet don't do call backs, even though they're the ones who have messed up), with all the time waiting to get through to people.
Plusnet said they would expedite the order to ensure a BT engineer came to do the full installation, but the visit was then not arranged until today (14th October). This time, my girlfriend has had to take the day off (third day of annual leave taken from work just for installation of internet). The BT engineer has just arrived and told her that he doesn't have permission to move the phone socket as Plusnet have not ordered a "full installation" - which was the whole point of this visit happening. This has been a complete waste of our time and money, not to mention all of the holiday days we've had to use up just to stay at home for a job to not be done as promised on three occasions.
BT have blamed Plusnet and Plusnet have blamed BT. I don't care; we're Plusnet's customers and they should be sorting it out, regardless of where the blame lies. I have no idea what Plusnet plan to do next, but I'll be expecting a refund and more for all the money lost on phone calls and time taken off work on account of their incompetence and the inability of Plusnet and BT to work together - and if it's not sorted out very soon, I'll be cancelling altogether (the only thing stopping that - only just for now - is the pain it will be to have to start the whole process again with someone else).
- Location
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- Location
- Fenland Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-10-12
- Comments
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After having many provider I do feel thier the best, however things have slipped a little lately,with long time hanging on the phone over connectivity problems that do not come from my end. Sadly I pay thru the nose as my exchange isnt unlocked whatever that means, so no cheap deals for me.
My speed is dismal , but has improved over the last 18months to at least allow downloads of films but not while one does anything of importance on the PC .
18months ago I would have given a better review ,and their advisors are very polite and try in as much as their able to help ,we are not novices with software or hardware so can sort many of our problems , however on 11/10/14 the system went down totaly and the service status line just did not give out any information ,one had to ring the main line where a brief message told you they had a problem .
So to sum up better than most but could still go a way to improve .
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2014-10-11
- Comments
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Please avoid these guys at all costs and help this company die out so internet technology can progress a small bit at a time. Their broadband is so stressful with its random cutting out, speed degradation and blatant throttling and upload capping creating latency issues making a typical web page load in around 30 seconds to a minute. Their customer service don't really know what they're doing, and don't listen to you - politeness is fine and all, but I want my service fixed not another apology. Their site is badly designed, your username on the plus.net site isn't even the same one for their support community. God help you if you're not the account holder and experiencing difficulties.
- Location
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- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2014-10-09
- Comments
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Terrible ISP, told our broadband would be active within 7 days... 2 weeks on still waiting!! Takes over 20 mins to get through to an advisor or aren't properly trained, give you false information and are quite rude! Would not advise joining as we are planning to leave as soon as contract is up!
- Location
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- Location
- Brigg, Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-10-08
- Comments
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I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2014-10-06
- Comments
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Still awaiting fibre connection after 35 days. Rang originally for a migration number but coerced into accepting a new package. Once they have you signed up you are forgotten. One star is too generous to describe their service. Even their complaints website lines drop out when being used , the service is so slow. If you telephone , be prepared to queue and then listen to a scripted reply. Yes that have heard it all before but still have done nothing about it.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2014-09-30
- Comments
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My speed with Plus.net is 0.2mbps. They took ages to come and fit the line. The line didn't work for three weeks after it was first fitted and an engineer had to come back. For over a year my broadband speed has been unusable. I have now been charged £48 to cancel. I would avoid plus.net at all costs.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2014-09-26
- Comments
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Useless. Customer service is poor and patronising - it can't be THEIR fault, it must be someone else's. Moving to another provider ASAP.
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2014-09-22
- Comments
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I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.
Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!
I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.
As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.
I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.
Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.
At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.
Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.
When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).
At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!
I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!
Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!
- Location
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- Location
- Bury Lancs
- Reviewing
- Plusnet
- Date
- 2014-09-20
- Comments
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My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
This all took place on 6/09/14 .10 days before change over date.
On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
Was it a mistake or was it payback for cancelling you decide.
They didn't do me proud
- Location
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