Plusnet reviewed by

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Appalling customer service and excessive over use charges

I have enjoyed excellent unlimited broadband from Vodafone at home in 2 homes.
Recently they sold their broadband services to plus net a very different experience for me. I had no knowledge of any limit or of how to monitor my usage, first I knew was a direct debit payment double what I was expecting. So I rang to ask what had happened and was told for the first time about the Internet limits.
To make matters worse I was told where to check my usage, only to discover that I was already over double my allowed limit and going to be charged 3 times my normal price. This is extortion!
I discovered that, to make matters worse, the two locations were switched leaving the usage being put against the wrong account. This has been a farce from beginning to end.
The final nail in the coffin was being offered unlimited broadband through plus net for a tiny increase on the payment I was making as a Vodafone customer, just because I said I was leaving! Too little too late, I'm leaving plus net!
The whole proposition based on good Yorkshire broadband with Yorkshire values is a joke.
I have subsequently spoken to 3 different technical people have finally resolved the issue with the two accounts being merged! However, we shall have to wait and see if the problem remains.
Plusnet have an interesting approach to customer retention, despite having 24 hour call centres handling technical and billing issues they can only cancel an account between 9:00 and 5:00 during weekdays and definitely not on Bank Holidays, so if you work for a living and your boss won't let you use the phone during office hours, you are stuck with the providers from Hell! (Sorry my mistake Yorkshire not Hell!)
I was on the point of staying with them because their technical guys are really quite good and patient if you get good ones, however...
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