Why does Plusnet have such terrible reviews?

Jim_Ewan

I was thinking of swapping internet providers as Virgin have announced yet another price-hike. Plusnet seemed the best bet, judging by an MSE search. However, just to be safe, I checked a couple of review sites. The reviews were frightening, almost every one was a furious rant at the appalling level of service provide. Yet MSE rating was 7/10, by far the best. Any ideas?

elsien

They went through a stage of being very difficult to get hold of, on the phone for hours to get through. That has now improved.
Personally I've not had any real problems - I was overcharged on my last renewal but it was resolved straight away when I contacted them.

Reviews are helpful but not always the best indicator. For example Petplan (insurance) have a really low score on one of the review sites but are definitely one of the best.

bill888

I'm with Plusnet and the service is fine as far as I'm concerned. However, when I have had issues in the past, their telephone support is not always great. Fortunately, I get better results from Plusnet agents who provide help on their user forum.

Worth mentioning the wireless router supplied by Plusnet to superfast fibre customers, is a rebadged version of the BT Home Hub 5 that was discontinued 3 years ago by BT. The latest firmware update for the Plusnet Hub One is flawed and awaiting to be fixed. Some customers reporting unreliable 5 GHz wifi operation since March 2019. Plusnet's advice is to switch off 5 GHz wifi and use only 2.4 GHz wifi until such time it is fixed by new software update for the router which is yet to be released.

Some customers have resorted to buying their own far superior BT Smart Hub off ebay for £20, or an alternative, to use on Plusnet superfast broadband.

Tom99

People rant about a bad service. If there phone works without any problems they are not going to lavish praise on the provider as a working phone is only what they expected to get.

flashg67

I think the same applies to a lot of providers - people tend to be more inclined to leave a review for bad service. I've been with PN for BB for years & now mobile with very few issues, all off which ave all been resolved quickly.
I've not experienced a delay getting through for a long time either, but only speak to them v rarely.

suki1964

Ive been with Plusnet for about a year and never had a problem

Carrot007

elsien wrote: »

They went through a stage of being very difficult to get hold of, on the phone for hours to get through

Possibly, I have been with then since I moved here in 2015. Have there been problems, yes. Have I used the online chat and got it sorted. Yes.


It's not just them but phone support is terrible at all companies these days. They think you are some sort of idiot not able to use the proper means and treat you such. Shoudl they? No. But that does not help.


Do not use phone support unless it is your only option.

Yet_More_Puddylove

I have been with Plusnet for about 5 years and initially they were great.
Last year, they cocked up my renewal and cut me off. Major trouble for me as I work online from home. I must have made upwards of 200 phone calls, begging them to fix it.
Now, I am routinely losing internet connection - just done a speed test now - 1.7Mb and 0.7Mb - and it's not even peak time.
I'm scared to move to another provider in case I am cut off and my work kicks off.
I hate Plusnet and their condescending, rude and ineffective customer service and would strongly advise you to steer well clear.

JJ_Egan

Work from home then you need a business contract with service level agreements .

Yet_More_Puddylove

I can't make sense of your post, sorry. Can you rephrase it?

oldernonethewiser

Yet_More_Puddylove wrote: »

I can't make sense of your post, sorry. Can you rephrase it?

If you are working from home and need continuity of service that ensures you can function online then a business account with agreed service levels would be beneficial to you.


Hope that helps.