Plusnet UK Customer Service

Littleweedj

I have called Plusnet Customer Service twice; once for technical support and once for billing.

Calls were answered quickly and by a team who definitely knew what they were talking about and responded immediately.

It would be logical and much better if more UK firms would establish their call centres within Britain or Ireland. The representatives were friendly, professional and articulate and were happy to resolve the problems there and then. Before Plusnet I had Post Office Broadband, based in Ireland and pleased to say they were just as helpful.

aloise

just had to have them out as my broadband wasn't working and even after all the things we tried, no joy. it turned out it was the fault of the router and i needed a new one. The man put in a new telephone socket before he left no charge. Their service has always bee excellent and they have just lowered my monthly payments after asking them. Wouldn't go to anybody else.

oldagetraveller

Littleweedj wrote: »

I have called Plusnet Customer Service twice; once for technical support and once for billing.

Calls were answered quickly and by a team who definitely knew what they were talking about and responded immediately.

I too am with PN and more than happy with the service.
Whether you've been lucky or they've improved things I don't know. But recently they have received quite a few criticisms, with regards waiting times on the 'phone to both CS and tech. support, on their community forums. Some posters just gave up after waiting on the 'phone for 30 minutes or more!
Maybe they have recruited more staff as the online support staff have intimated?

Lifeforms

The waits on the support line can be long, especially if it's a problem that affects a large area. BUT it's an 0800 number. It's free (outside of mobiles) so frankly leaving the phone on speakerphone till you get through, and carry on cooking dinner, washing the cat, vaccuming the dog, and hosing the kids down outside is more than acceptable.

They listen, they diagnose, they don't write people off as female idiots when you (aka me!) can show some knowledge in having done all checks/turn offs etc. Plus net reduced my amount paid, and upped my usage limits when I talked to them about it, honestly, and with no shenanigans over lying to say I was moving. Be a sad day if they ever stop doing as good as they are now. With the amount of offers they've done lately there is a worry about over-subscription.

Azari

Another plus for Plusnet.

Only ever had one minor problem in eight years and it was dealt with quickly and efficiently.

Plus and Amazon should get together to hold seminars on the correct way to do CS.

theianfox

Been with them for two years.

Last year I changed the package I was on and they negotiated a good price. One year later they stuck it up £4, wouldn't negotiate on price at all. Took ages to get through to them, cancellation department can't be spoken to after 8pm.

This year the operator just kept reading from a script, wouldn't budge on price - in fact would only offer me a deal that cost more than I was already paying. Tried again later on - also taking ages to get through, and was told because I'd had a discount last year I can't have one this year. Then agreed with me I'd be better going else where.

I'm off else where for the first 6 months free and a £25 voucher for Sainsburys.

azzabazza

I have found PlusNet to be very good. We negotiated an extremely good deal for a change to unlimited broadband plus changing our phone from BT in April. We are paying only £14 per month for unlimited broadband/phone package which includes free daytime calls. We were with Madasafish for a few years before our initial change to PlusNet for broadband a couple of years ago. Of course, Madasafish/PlusNet/BT are all under the same umbrella!

theianfox

Because I live in a place with a small telephone exchange and can't switch the phone to them the guy basically told me they weren't interested.

You've got to give them something for their honesty.

Froglet

Another vote for them,can't fault them,they have dealt with any technical problems immediately and always given me a very good deal on their broadband and phone package.

Lizzie-S

I am very pleased to hear all this as we are just in the process of switching to them! I have spoken to them a few times and they seem nice, but at the moment, the direct debit is not yet set up, even though I started the process last Tuesday...

They said they can't give me an installation date until they get the DD active; so I paid by debit card this morning and have a date now, but did anyone else have to wait a while to get the DD to come through to your bank? I don't want to have to keep ringing through every month to pay by card.

Gloomendoom

The DD problem could be your bank dragging its feet, not Plusnet.

Based on my experience of their customer service and broadband service, I would be happy recommend them.