rude arrogant staff who have no time for loyal staff, and warning they are charging me a £25 cancellation fee even tho my not in contract with them, the didnt even care or want to help, it be worth the £25 just not to deal with them again,
1. Paid and ordered internet and phone with them.
2. 2 weeks later, I call only to find they lost the order so I make it again.
3. Order gets made after going back and forth with my old ISP - Plusnet wrongly informed me that I needed a MAC code (not required for ex-Virgin Fiber customers).
4. Plusnet disconnect the wrong phone line and activate this line.
5. Plusnet ask me to call BT to activate the phoneline again. They can't confirm if they will pay the re-activation charge.
6. Plusnet admit the mistake and are trying to send another engineer round.
Really regretting using Plusnet. It's been 2 months and I'm still without their phone/internet service.
Jules Farrer found this review useful
Beware of this company! Do not sign up for a bandwidth limited package of any kind since the moment you breach the limit you will pay an extra £5 for each small extension of bandwidth. Ring up customer service and they will generously offer to show you how to cap your bandwidth i.e. to cut yourself off from the internet.
Not to be trusted.
Jules Farrer found this review useful
Have moved from plusnet from Orange, and found that plusnet customer service is absolutely amazing. They keep you informed via email and SMS (if you want) with regard to any issues you might be having. Feeling like a really valued customer. Can't recommend them enough!
Been with them some time. They promised me the earth when I signed up, didn't deliver. Lots of errors extra payments, found out my package hadn't changed 3 months after I had requested it, no record of call, then 2 months later they quoted something I said in that call to me. recently asked if could improve deal, they said I was on best, then when I said I was going to switch they kept going down in price, literally in increments, till they were offering me half price. Really aggressive saying they had best customer service, no sense of irony.
I signed up for fibre 8 weeks ago! Two engineers later still no Internet. Apperenlty they can't even supply fibre in my area! So why did they tell me they could in the first place! Plus net promise you all these fantastic deals and deliver nothing. Utterly useless.
After waiting six weeks to be connected, the engineer did not turn up. On the date. I then phoned plus net Thay could not give me an answer . Thay then rang me back and said , hold the line while I will look into it , 15 min later he still did not have the answer .A week later an engineer turned up to check the line after many calls to plus net .The modem turned up a day befor the engineer came ,he said the line was ok . He then said it should all be working by 4 o clock that day BUT IT NOT . He blames Virgin for not releasing the number . Still no phone Mr Keeble.
I am sure those that have provided poor reviews here are the numpties which should really be using BT! With BT they would pay 2 or even 3 times the price (BT charge far higher prices which allows them time to deal with the numpties).
Great service for those that know what they are doing (you dont need a vast amount of know-how, but the numpties may struggle as the other reviews show).
Good value at a low price - you can not expect them to pamper to your every wim for the small amount you pay. If you do then WAKE UP.
Moving house - no charge. Great. Thanks Plusnet.
One reason I switched to plusnet was because of the UK call centres. However, they are rude and smug with it, once they have your contract they will treat you like a mug. They have no idea the damage they do and I will never recommend them to friends or family. I regret changing provider and will leave as soon as I can.
After reading the Which report I decided to change provide to Plusnet to save money - what a BIG MISTAKE !!!
Upgraded to Fibre so engineer came on their behalf to install the new fibre socket.
This was fine and upgraded speed on broadband was instant - FAB.
Except - what ever the engineer did it cut off the home line.
I contact PLUSNET after waiting 20 mins @ 14p / min from mobile as had no land line - and was told it was nothing to do with them as did not take over my phone line until 23/April and to contact BT.
BT confirmed there was a fault - and that if it was inside my property is woudl cost be £99 to fix.
Spoke to PLUSNET on several times and told that nothing to do with them.
Please think carefully before you switch to save a few pounds.
It was cost me this in telephones to them -- plus my blood pressure has gone through the roof !!
I waited over 20 mins to speak to someone. Then the representative spoke very condacendingly to me and said I had pushed the wrong button on the menu and said I would have to be put through to another dept. I waited 15 mins then I got cut off.
I have now decided to move to another supplier.
When I got through next time to cancel the girl was very abrupt.
Worst company i have ever delt with. Constant slow speed, dropping connection, All they do is blame it on bt. I didn't have any of these problems with Virgin.
When i try to move isp they say i have agreed to a 24mth contract (i don't think so) They are listening to calls i have made to them and they are going to get back to me. Horrible company, stay well clear.
Joined this company because they advertised great service.
First thing they did was take away my phone line and give it to the alarm system of a local school. Had to phone them on my mobile - lots of waiting and huge costs. They promised compensation when it was all put right.
They said it was BT fault and engineer would have to call at my address to put it right. Meanwhile no phone or internet.
Lo and behold engineer did not call and phone and internet materialized as if by magic.
More phone calls to get compensation and was told 'we have no record of any fault with your installation - even though the fault logs were clearly registered.
I'm locked in for 12 months then I'm off - meanwhile warning all my friends to stay away. the service was rubbish and the internet speed is way below that promised when I signed up!!!
Plusnet used to be brilliant, now they are awful.
I am moving and trying to cancel my contract that is just about due to expire.
First call took 20 mins to get through, they talked me into transferring with them.
Next day I changed my mind. Another 20 minutes trying to get through.
Then oh dear its 5.15, its too late to put you through to the correct dept they shut at 5.30 ring tomorrow.
You guessed, I ring next morning, 20 minutes wait again, then, told the options team dont work on Saturdays!
No one else can accept my cancellation!
Crazy service - I signed up online and then received a letter asking me to call a phone number when I had the MAC key from our old provider. The phone number in the letter states that you need to select "Order updates" option but when you dial the number there is no "Order updates" option provided. So, after three different attempts, I then discovered that there was a 20 minute wait on the phone line. I'm not waiting in a queue just to move to them - ridiculous. So I then went to their website in an attempt to find an email address to email the MAC key across - guess what? No email address. So then I tried their online LiveChat facility - chatted to someone who said that he couldn't take the MAC key and that the only way to get it to them was to phone it in. I explained that I didn't have time to spend waiting in a queue and asked for someone to call me back. Apparently they don't offer a callback service. Again I was asked to phone in. In fact I was asked to phone in on three different occasions in the LiveChat - no attempt was made to help. And that's what they're like when you're trying to move to them. Goodnes knows what they're like when you do move. So - we wont' be moving to them now. Glad I found out how bad they are before we moved. Shame - because their advertising about being plain speaking is good and got me interested - but they obviously don't live up to what they advertise.
Joined Plusnet when we moved house as are current provider Talktalk would not let us take are home number with us when we moved.
But within weeks of been with Plusnet are phone line went down for a whole 6 weeks.
There customer services consist of online posts, they never call!
I made several complaints to them and in the end I complained to cisas who awarded me £150 in compensation.
I am now eagerly waiting for my contract to finish as they have never provided broadband speeds promised & it drops all the time!
After 29!years with BT I thought I'd give Plusnet ago. Big mistake now on fourth day without a phone . The only response been its BT and BT blaming plusnet with no one taking ownership .. Shambolic want to cancel before staring
There have been a number of problems starting with wrong info when I first joined. I was told there was absolutely NOTHING to pay until one month after my service went live.. This was not true. Within days of signing up and with 3 weeks to go before the service was in place, they took about £27 from my account!!
They explained it was normal procedure, not what I was told initially.
Then after going live, the telephone line was too noisy to use and there was no speed at all. I almost had to beg for a week before an engineer came out. So the first ten days were horrible.
The friend referral took 3 months to come through, and I rang 5 times and wrote before it did. Today I was given £1.50 instead of £4 for the referral. ( It is supposed to be £1 per month).
At the beginning of March, the line was too noisy to use and there was no speed for up or download and the line had to be fixed again.
Finally tonight I have been presented with a bill containing a telephone call charge for £26.08 to a number in Barnet. The call allegedly lasted 8 hours and 28 minutes!!! Neither I nor the friend from Barnet were at home that Saturday. We were both at a charity gig in Finchley that he was hosting.
Of course we all know a long call needs a redial before the hour is up!! this call however never took place. It is a bit like the Bermuda Triangle....a mystery.
So they plan to withdraw almost £50 from my account, and I have told them they have made a mistake!! Watch this space.......................
i have been trying to leave plus net for over a month now and i have only spoken to one person in around 10 calls. it is a joke!!! i am being charged over £50 a month for my internet. obviously i made a bad decision due to my usage! my fault, but there customer care is shocking!!!
DO NOT USE PLUS NET
I placed an order with Award Winning Plusnet as advertised on TV. This was in December 2012, it's now 26 Feb 2013 and still no service. I've now waited in for 2 engineers who have failed to show up. No one seems to know what's going on when you ring and are put on hold for 10-15 minutes or cut off in most cases. After the second missed appointment and the standard generic email stating it was my fault for them missing, however it i was in yet again and the engineers had my number and I was informed they would contact me beforehand, sadly this is not the case. They now have the audacity to charge me a re-appointment fee for them not turning up when promised. I have come across some poor shoddy services in the past but this takes the biscuit, what a joke. Also heard a local pub in Addingham sued the company because of their inability to provide a service. BT here I come.
Have been with them about 9 months or so, for broadband and line rental, as they were offering a competitive deal. Thats the positives dealt with.
The negatives - poor line speeds, regular disconnection, downloads so slow it takes over 5 minutes to load a web page (ironically their website support pages at the time!), low monthly restriction (allowance they call it - which is both upload and download added together) which soon gets used up having to press refresh on your browser all the time. Feels like I spend more time trying to get it working than using it. Found their support useless too, just standard responses and they hide their contact email address so you have to go round in circles through the FAQ section which is never relevant to the problem that's happening, which meanwhile uses up more of your monthly restriction, oops allowance.
It's crap, but it's cheap. So you pays your money....
If you want good reliable broadband, pay a bit more and go elsewhere. If you hardly use the internet and just want it for loading very basic webpages with no flash/media content on it then maybe its the one for you. For me, frustratingly slow, poor service so ultimately poor value.
After telling them that their broadband is throttled so much and ridiculously slow, and taking up to 7 minutes just to load their own website pages, their answer is that I have to go out and buy another router from the one they supplied OR pay for an engineer to visit. This is their award winning service? What award is this then? "Biggest cowboy outfit ISP award"? Time to refer them to the regulator as every other poor reviewer on here seems to have to do...
John-Paul Jarvis found this review useful
I wouldn't say they're quite 100% perfect but there's no option for 4 & three quarters or 4 & a half stars out of 5!
We had a few teething problems but they were sorted out pretty quickly.
I particularly like their secure messaging area, where they reply to your queries (instead of communicating by e-mail, which is less secure).
I also particularly like their e-mailing us when we're approaching our monthly download allowance, very helpful & useful.
The overnight (midnight to 8am) unlimited download is very useful for downloading games overnight & using them later (my son says).
The option to pay extra £5 for no bandwidth restriction at peak times is a good idea & very honest of them. We don't find it necessary.
The option to pay extra £5 for going over month's £60GB by 5GB is useful occasionally - & there are other tariffs.
We've only had one period of internet loss in our year with them, & it was only a couple of hours late in the evening. The phone was also off then.
Generally very happy with them compared to previous internet providers. (ntl & Tiscali were awful, TalkTalk were OK but cost more, Primus were OK but we only had them for phone.)
My Mums migration to Plusnet went wrong due to Openreach but Plusnet were next to useless getting it resolved and ended up taking a week. Meanwhile someone else had been given our number and we had someone elses. Took so long to resolve as Plusnet admitted they raised an incorrect fault as they didn't know what else to do! This caused my pensioner Mum lots of stress.
Trying to get things corrected was very difficult and involved many calls and having to be quite forceful which should be unnecessary.
Dealing with the complaints department was extremely disappointing and just exacerbated the bad experience. At first they put the complaint on the wrong account, they lied at one point, they did not read correspondence properly and they did not take a probable data protection breach seriously. At the end they issued a deadlock code and inferred we were just after money when they didn't offer much and we know they offered more to someone for the same problem that only lasted a day! Their cheap package also doesn't work out that cheap if you get caught for not included calls and extra broadband. Will leave ASAP.
UPDATE: Complained to CISAS and awarded full compensation requested. Note that Plusnet have increased some prices but you cannot leave without penalty if you had their 'free' connection and router within 12 months. I think a dis-honest way of keeping customers trapped when raising prices!
I joined Plusnet less than 2 months ago.
My broadband speed is always at least half what it was with B.T. The staff in most cases seem to have a could not careless attitude.
When I joined I was offered 6 months free broadband this was forgotten after 1 month.
They tried to charge me for the second months Broadband, Then they said they knew the second months bill was wrong a week before they wanted to take the money from my bank account but it had to go through then they would refund the payment back to me.
Why could they not stop the payment.
I have never had to pay a D.D. with the firm knowing that it is wrong.
Avoid Plusnet at all costs they are useless.
ASAP I am getting out of this contract.
Ive been with them for ten years. Had the occasional problem but they're always ready to help. The member centre on the web site is excellent and there is plenty of good advice for users. Kep it up guys, don't let your growth interfere with your service!
Broadband connection is OK, however I'd recommend buying a new wireless router than the one they provide. The price is good for what you get, and the customer service team (based in Sheffield!) are usually really helpful.
When I was going to leave them they knocked £10 a month of my price so now I get 10GB broadband, unlimited phone usage and line rental for £18.50 a month! Once I bought I new router (£24.99 on Play.com) I've had no problems with my connection.
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...
Dave found this review useful
We have suffered from very low Broadband speeds for years. We had issues with BT (referred to Oftel) and before them Tiscali and Virgin. Sky WERE ok for a while but eventually their speed went below 1 meg on a regular basis. I can't tell you how many abortive phone calls, visits, advice etc etc we had over the years.
Plusnet are a breath of fresh air. They communicate brilliantly (email, text, phone calls). You don't wait in an endless queue and they understand you and listen to your issues. Thank God for the Yorkshire call centre!!
The only reason I give them 4 stars instead of 5 is because we still had quite slow Broadband with them. They did their best but it turned out that the distance from the exchange and the poor quality of the line, restricted our speed. A very nice BT engineer who visited through Plusnet explained this but said Fibreoptics would be with us 'soon' and to watch out for the Openreach vans.
Well it's here ahead of schedule!! Plusnet sorted out the changeover within a week, kept in touch throughout and it's only costing £3 more a month. They arranged an engineer for between 8 and 1 last Thursday and he was on the doorstep at 8am. The new router arrived in good time and they sent us an extension lead at no extra charge as our main computer is upstairs. The engineer installed the lead really neatly-a super job. All was up and running in less than 2 hours.
A big thank you to Plusnet and the engineer from Openreach. I can't tell you how good it is to have about 30 times the speed we used to have. As I have a sick partner we rely on our computers a lot.
Service as it should be!!
Clive Johnson found this review useful
After my lengthy and "painful" ordeal as a BT customer, PLUSNET has proved to be a very welcome breath of fresh air! The transition to PLUSNET was smooth and without incident and I was kept informed every step of the way! The services (broadband and telephone) came into action bang on schedule! They sorted everything! My connection speed is far better than BT, much more reliable, my download allowance is much greater and it costs much less! PLUSNET has a UK based call centre which proved to be highly competent and effective the one time I had to briefly use it. Everything about PLUSNET is worth a mention, all good! For those of you that have reviewed this service and given it anything less than 5 STARS, I am perplexed as to your reasons apart from you appear to have had connection issues - always best to use the PLUSNET website to check connection and compatibility in your area first, it will tell you clearly what sort of connection to expect - perhaps your local exchange is due an upgrade from BT. Go with PLUSNET if you can in your area and you won't be disappointed!
I have been with several ISPs over the years but have been with Plus Net for nine years. My speed has improved substantially - from 2 -3 meg to a very stable 6.8meg currently, as a result of upgrading my faceplate and some wiring upgrades by BT in the area. (A poor speed cannot always be laid at the ISP's door) Always helpful when contacted with a problem, and they explained if external that they will have to get BT to fix the line or whatever and that this may take a few days. I have no hesitation in recommending them as I have not found a better ISP out there, especially for the price.
I moved from BT to plusnet about ten years ago out of frustration with BT customer service. Plusnet is a breath of fresh air in a bad industry.
Also, there are no lies about "unlimited" with a concealed limit under the "fair use" moniker used by less ethical companies. The plans are clear and easy to understand so you do not feel like they are trying the bait and switch so popular with BT.
About a year ago I also switched my phone service to plus net and have experience the same high quality of service experienced with the internet.
Since BT owns plus net, they should really take a good hard look at the company to see how to do a great job.
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