Plusnet reviewed by

3 Reviews

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trustpilot stars

Awful company to deal with!

Moved house for the second time in two years, and all went well apart from, yet again, problems created by Plusnet when I wanted to move my phone & broadband. It takes AGES to speak to anyone (anywhere from 12 minutes to 28 minutes), and then they give you 'duff' advice, so you have to phone back again and wait in the queue. It wouldn't be so bad if you knew how long you might have to wait, but you don't. I phoned at several times of the day, but had the same problems. I was told that it's house moving season (July) but I had the same problem when I moved last time in October! I literally spent HOURS on the phone, and despite giving Plusnet two weeks notice of my move, I did not get an Internet connection until 10 days after moving. I was offered a reduction in my monthly payments, which will take me to the end of my contract, but I will not be staying with them after that!! You can look on their website to see how long the current call waiting time is .... I did this after 10 minutes of waiting for the phone to be answered; their website said that the waiting time was just over a minute. It was a further 15 minutes before I was spoken to!
    TrustScore 2.3 / 10
    214 Reviews

    Reply from Plusnet

    Sorry to hear you'll be taking your business elsewhere Iain :(

    We don't like to keep customers waiting on the phone and we're recruiting pretty aggressively at the moment to keep call wait times to a minimum. We're also about to open a second call centre across in Leeds that should help.

    I can't really comment about the time it took to move your service without knowing the details. Provisioning can be quite complex at times. At the very least I expect we credited you for the period of time you were without service?

    Not sure if you're aware but you can see real-time call stats over on our website here which might help should the need to call us ever arise again -

    Best regards,

    Bob Pullen
    Plusnet Digital Care.
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