Name: Plusnet
Rating: 1.34

“Instant pick if you call and select new customer. 1/2 hour queue if your an existing customer with a problem. I think that tells you everything you need to know.”

Helpful Report

Posted 6 years ago

“Having signed up with plusnet based on positive reviews, I fail to see where these positive experiences have come from. I recently moved into a new flat and when calling plusnet, was told that there was no active line in the property. I knew that the previous tenants had not cancelled the line so thought this was surprising. I specifically asked whether this would be the case with all providers and was told no matter who I went with, I would need an engineer to come out to re-activate the line. This meant an additional £49,99 as plusnet would not wave the charge. After deliberating on this, I called back the next day and was again told that no matter which provider, the line was cut and an engineer had to come out. I made a point of repeatedly asking and they kept saying that yes, other providers were the same. Believing them at their word, I agreed to paying for the engineer, (even though Sky would have been cheaper) because I was willing to pay a little extra to have excellent customer service. Imagine my surprise to find that there was an active line!! The engineer was equally surprised, said it would be working with another provider and wasn’t quite sure why/how this has happened. When calling plusnet to report this, I was told that this was not their fault but that maybe sky had incorrectly registered the line as inactive. I explained that in this case, their sales agents should not speak on behalf of other providers. I was told that they felt that they were being honest and upfront. I explained that they should not speak on behalf of other providers as this is not correct. Either blame Sky OR align with them and take responsibility. You can’t have it both ways. After a 45 min conversation, Kyle (customer service agent) asked to remain on the line. A while later he came back and said “ I have spoken to several people but because you are already signed up to a special offer, there is nothing we can do except to say sorry”. In disbelief, I asked “so if customers have signed up to a special offer, they have to just accept poor customer service?” I was told “your complaint is valid, we will take your feedback into account and feedback your concerns but we feel we have done nothing wrong and will not offer you anything but an apology”. What a joke!”

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Posted 6 years ago

“The only way you can get any sort of notice is to cancel the direct debit, norepley to emails calls etc, but cancel the direct debit and suddenly you get text messages emails, and even a phone cal... I sent 5 days trying to tell them I was moving house with no success, meaning I had a month with no phone or internet, promised that I wouldn't be charged for the month however the payment was taken. the speed of the service match their customer service slow and ineffective. Terrible service wish Had never changed to them.”

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Posted 6 years ago

“Tej in Customer Services saved my bacon! We only had one slot that we could be at our new home and after Plusnet changed my time from pm to am, I was panicking as this would mean we would be without broadband for a month. Tej went out of his way to make the engineer aware of our situation and got it set back to our original time slot. Tej-- Thank you so much!”

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Posted 6 years ago

“Plusnet - a mediocre company spoiling Yorkshire's name. Another service provider took over my telephone and broadband from Plusnet in July. Plusnet acknowledged that I"m leaving but still continued to bill me for the next 2 months. I complained 3 weeks ago, they haven't still refunded the money yet. I sent another email yesterday and I had a reply today. They are sending via cheque within 21 days. In that, why would they ask me not to cancel my direct debit.”

Helpful Report

Posted 6 years ago

“I joined Plusnet and then changed my mind about half an hour later. I called them and cancelled and they said that was fine. Three days later they took £80 out of my account and made me overdrawn which will incur charges. I have tried calling them and tweeting them, but they are refusing to give me my money back. Avoid these crooks at all costs.”

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Posted 6 years ago

“I have just finished upgrading my mobile phone package with Plusnet including obtaining a new sim for my new iphone and I must say the service was excellent and the customer service lady I dealt with was very knowledgeable and a pleasure to talk to. Well done Plusnet!”

Helpful Report

Posted 6 years ago

“I was able to switch my contract with no hassle and their customer service staff was very helpful to guide me through and helped me with keeping my original number.”

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Posted 6 years ago

“Terrible service avoid at all costs ! They ignore emails, ignore the 14 day cooling off period”

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Posted 6 years ago

“Worst, most incompetent, dishonest company I have ever dealt with. Following 12 days with no service, numerous wasted phone calls and outright lies, I cancelled the contract. They then refused to give me my pack number. Absolutely disgraceful”

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Posted 6 years ago

“They said they would get back to me Plusnet still waiting decided not to go with them now better off with tin cans and a piece of string thank you for your reviews”

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Posted 6 years ago

“Same old nonsense with them. I call with an issue, they do the checks, they book an engineer 10 days later no engineer has appeared, I call back in, wait 20-30 minutes, the call drops, no one phones back so I sit back in the same call queue for 20-30 minutes, someone answers and says the call dropped internally, apologises and then confirms that the engineer was cancelled and had no idea why...... So they book another engineer which who knows.... may or may not be cancelled. Ridiculous, moving to virgin as at least they dont rely on someone they have no control over... aka BT!”

Helpful Report

Posted 6 years ago

“Same old nonsense with them. I call with an issue, they do the checks, they book an engineer 10 days later no engineer has appeared, I call back in, wait 20-30 minutes, the call drops, no one phones back so I sit back in the same call queue for 20-30 minutes, someone answers and says the call dropped internally, apologises and then confirms that the engineer was cancelled and had no idea why...... So they book another engineer which who knows.... may or may not be cancelled. Ridiculous, moving to virgin as at least they dont rely on someone they have no control over... aka BT!”

Helpful Report

Posted 6 years ago

“Been with PN for a few years, recently noticed slow BBand speed, supposed to be 55 - 80 mbps and rise in monthly payment for BB and phone line, so called to query, confirmed by customer service and options team who both did speed tests, confirmed low speed at 5 mbps and offered new contract at higher rates than advertised on website. Then Tech team claimed their test returned 65 mbps, refuse to accept other tests as if implying we're all lying! When we started to complain, PN's customer service's overall demeanor changed to the typical no supervisor available, Manager will call back tomorrow etc block came up! Rather childish attitude. We were happy with PN initially but not now as they seem to be resting on their laurels not realising there are other competitors out there with better options and customer service .. Needless to say, we're now hunting to change our ISP asap.”

Helpful Report

Posted 6 years ago

“Signed up to Plusnet after stressful house move, story goes like this... PN - installation will take two weeks Me - OK fine I'll do without phone broadband until then. Installation date comes around and take day of work and wait at home all day. No response, I call them. PN - No sorry your appointment is tomorrow. Me - Not good enough, why didn't you let me know. PN - We emailed you Me - ah yes you took down my address incorrectly. Me - Why didn't you call me - Oh yes you took down my mobile number incorrectly as well. PN - We can install tomorrow Me - OK i'll check with work. I get back to them. PN - no sorry we can't do tomorrow, will have to be in 10 days time. Me - No apologies, really poor customer serivce and they had the cheek to threaten me with a £70 fee if I missed the appointment. Plusnet ... they'll probably NOT do you (or themselves) proud. You can't even contact them by email, only on-line (will not connect as they are too busy) or phone them - expect a 20+ minute wait before getting passed around like an idiot for thinking they have great customer service. In the end went with EE - no fuss, no problem just a bit more expensive.”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

“Things started off well with Plusnet mobile but then I started to struggle with network coverage. After contacting Plusnet mobile customer services, they concluded that the problem was with my sim and sent me a new one. I followed the activation process and waited and waited and waited with no service. The sim never worked so I put in the original sim which did work meaning that Plusnet never activated the new sim. Coverage contained to be poor or non-existent so I deceived it was time to go and phoned customer services for a PAC. Because of a problem with there systems, they were able to provide me with a PAC- I believe that Ofcom regulation state that they should supply a PAC within two hours so a big FAIL here. I was told that it would take up to 5 days. To add salt to the wound, Plusnet disconnected me from the network on day 2. Another call to customer services whose response was "there's nothing I can do"... It's a waiting game" I messaged them through Twitter on day three and they responded fairly quickly and asked for more information so they could investigate. It then went quiet. I can't wait to see the back of Plusnet mobile and I can never recommend them. DO NOT USE.”

Helpful Report

Posted 6 years ago

“Do not use this company I made the mistake of signing up for fast fibre broadband on the 12th July and now on the 1st Augi have been without broadband for 8 days. This is all because plusnet are either so incompetent or , as I believe, just can't be bothered to supply me with the required router. Surely you would think that they would be chasing their delivery company but no that means going that extra step. Surely you would think that they would arrange for a replacement to be sent by alternative courier but no that would be going that extra step I have little prospect of getting broadband at home for at least a further 7 days if I rely on plusnet, but at least I'm getting to know all the local coffee shops who have free WiFi fi”

Helpful Report

Posted 6 years ago

“Trying to order service for a new-build house. Passed from department to department and left hanging on for 15 minutes (I'm still holding) with no-one coming back to me.”

Helpful Report

Posted 6 years ago

“Once you are late just with an hour with the payment they redirect all your traffic to a bogus website and you cannot do anything about it.... Once you cleared the payment the redirect is still on for weeks so you cannot browse the web... Speaking of customer service is second to none... No means of telling anyone about”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
On-time Delivery	Greater than 15%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

Plusnet Reviews