Plusnet reviewed by

Newbiggin-by-the-Sea, GB

7 Reviews

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Customer services poor, installer didn't have a clue!

Joined Plusnet about a year ago after being messed about by Sky. Router and other kit arrived and engineer eventually turned up after quite a wait (they were busy apparently) and fumbled on in my spare room for 15 minutes or so, he emerged and said everything was sorted, the distant, confused look he had on his face made me doubt it was... My gut feeling was right , upon trying to connect to the net I was met with the same Plusnet log on screen, no matter what you did it would not log on so I rang customer services. After a 40 minute wait I eventually got through to a decent sounding guy who tried everything to get me online, he failed however, for two very good reasons:- one, the "engineer" had two of the cables plugged into the wrong sockets, and two he hadn't activated the service at the exchange properly either. I wasn't too impressed , so decided to complain, and even though the complaints department acknowledged the errors of the installer, they never offered an apology or even pretend to be sorry, they were very matter of fact and rushed me off the phone saying that it was sorted now so no need to worry! 7 months down the line and my service is so slow and unstable it's borderline unusable, customer services are almost unreachable (wait times of 40 mins plus)... Not a good experience....
    Plusnet
    TrustScore 2.3 / 10
    210 Reviews

    Reply from Plusnet

    Hi Steven,

    I know your install was some time ago and apologies for the initial experience and also for the wait times on the phone you've encountered.

    If you're still having issues with your connection then it's best to raise a fault to us via http://faults.plus.net.

    If you've done that and you've not had a resolution then please feel free to message us via our Facebook or Twitter pages and we'll be happy to help.

    Kind Regards,

    Chris Purvey
    Plusnet Digital Care Team
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