We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
Plusnet - customer service from hell!
dodell27
Posts: 80 Forumite
in Phones & TV
Not sure I've ever had worse customer service from a company - just putting this here to warn other people as they currently offer the cheapest broadband deal on MSE.
- We requested an upgrade to full fibre in September
- Appointment was a month later - engineer failed to show up when my wife took the day off work.
- Couldn't get a replacement appointment for weeks later and had to cancel one for travel reasons (understand that isn't their fault) but again a month added on for an appointment.
- In that time they disconnected our original internet contract, leaving us without internet. At first they denied this. Then said they can't reconnect us, until the full fibre engineer visits in ten days.
- Trying to speak to anyone there is a nightmare, they are obviously very understaffed - long hold times and you will be passed from pillar to post without resolution constantly having to re-explain the issue to someone new.
Avoid!!!!
- We requested an upgrade to full fibre in September
- Appointment was a month later - engineer failed to show up when my wife took the day off work.
- Couldn't get a replacement appointment for weeks later and had to cancel one for travel reasons (understand that isn't their fault) but again a month added on for an appointment.
- In that time they disconnected our original internet contract, leaving us without internet. At first they denied this. Then said they can't reconnect us, until the full fibre engineer visits in ten days.
- Trying to speak to anyone there is a nightmare, they are obviously very understaffed - long hold times and you will be passed from pillar to post without resolution constantly having to re-explain the issue to someone new.
Avoid!!!!
0
Comments
-
Wow...my experience is the exact opposite.
I have landline and broadband with them..about 3 yrs now. Landline for emergency only in case mobile fails. Didn't realise landline was out of operation for 10 days until they let me know I would receive £92 compensation as a credit to my account.
So 4 months free for me0 -
I can put up with their incompetence for the two occasions where they failed to bill me for 12 months advanced line rental. saved me about £400. First time I paid it online and it went on as bill credit so no DDs came out for 12 months and the second time I tried to pay it online when I got my email reminder and it failed, so I called up and the guy said the system said it didn't need renewing for another 12 months.0
-
Swipe said:I can put up with their incompetence for the two occasions where they failed to bill me for 12 months advanced line rental. saved me about £400. First time I paid it online and it went on as bill credit so no DDs came out for 12 months and the second time I tried to pay it online when I got my email reminder and it failed, so I called up and the guy said the system said it didn't need renewing for another 12 months.Plusnet have had billing system issues for years now and the online system has a habit of forgetting about any offers that should be in place. This would have included the LRS. And pretty much any offers/deals/discounts/whatever applied by phone has a 50/50 chance of getting forgotten about within the first two months.If the online system has offered something to you, its usually okay and it will stick.When they had the LRS I for reasons I never found out the timescale/period had drifted by two months so I'd paid for 12 but ended up with 14 on the system. My parents ended up with 16 months as the system forgot all about their LRS four months after it had been applied so after I got involved Plusnet had to force a new 12 month period (this was three months or so after they dropped it) for their account and credit the difference.Provided you keep an eye on your online account and you know what you're meant to be paying and what you agreed to (and am happy to phone up and get it corrected when it goes to pot) then you could do far worse than Plusnet to be honest. I can't say I've had a problem with customer service or the service as a whole so...0
-
And that (see my thread about Ofcom compensation scheme) is how it should be.luvchocolate said:Wow...my experience is the exact opposite.
I have landline and broadband with them..about 3 yrs now. Landline for emergency only in case mobile fails. Didn't realise landline was out of operation for 10 days until they let me know I would receive £92 compensation as a credit to my account.
So 4 months free for me
Are you certain it was only out of service for 10 days? I'd have expected you to get about £67 for that.0 -
Definitely 10 days if I remember rightGrandad2b said:
And that (see my thread about Ofcom compensation scheme) is how it should be.luvchocolate said:Wow...my experience is the exact opposite.
I have landline and broadband with them..about 3 yrs now. Landline for emergency only in case mobile fails. Didn't realise landline was out of operation for 10 days until they let me know I would receive £92 compensation as a credit to my account.
So 4 months free for me
Are you certain it was only out of service for 10 days? I'd have expected you to get about £67 for that.
Around £8 40 a day
0
Categories
- All Categories
- 347.2K Banking & Borrowing
- 251.6K Reduce Debt & Boost Income
- 451.8K Spending & Discounts
- 239.5K Work, Benefits & Business
- 615.4K Mortgages, Homes & Bills
- 175.1K Life & Family
- 252.8K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 15.1K Coronavirus Support Boards