Plusnet Phone Service Reviews

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Plusnet is a telecommunications service provider in the United Kingdom that is owned by BT. Plusnet was founded on 15 November 1997 in Sheffield. Plusnet offers affordable SIM-only deals which last for a month and this allows customers to change their packages easily. How good is Plusnet phone service? Here’s our round-up of different reviews that will help you decide for yourself.

Plusnet Phone Service

Plusnet Phone Service Reviews On Trustpilot

Trustpilot was the first site I visited and the site had an overall star review rating of 2.0 stars out of 5 stars. There were a decent amount of good reviews and a lot of them were similar. A lot of the reviews were about the company’s customer service agents and employees who were helpful, friendly and polite. Some customers expressed their happiness with Plusnet’s fast broadband and signal. Here are a few of the good reviews:

•I have always found that Plusnet solves any problem quickly and efficiently. I often think that many bad reviews stem from customers’ own attitude: when they turn hostile against Customer Service staff who are doing a job like the rest of us. Treat them fairly and you will receive respect in return. My recent two-day lack of access to the Internet was apparently solved, with a discount off my next bill for the inconvenience. Quick service, kind messages, and problems solved. What more do people want?

•Yet again, call handler Millie Barton has gone above and beyond what I’ve come to expect from ANY company!

She called today to make sure I was not having continued issues with my WiFi connection and ended up acting ‘agony aunt’ for an exhausted/confused person.Thank you so much Millie!

•I’ve had plusnet broadband for over a year. Last weekend our connection dropped out. While checking my online account I noticed my contract change (from 2 months ago) was ‘stuck’ and I’ve been billed more than expected for August and September.

Although the call to customer support took over an hour, the first person sorted the router issue with me, the second arranged for a refund of my overpayment and the third person updated my package information so I’m paying the right amount each month.

All three members of staff were helpful and friendly. I’ve given four stars as a call should not take over one hour, but overall this was very good customer service given the multiple issues that needed sorting 🙂

Now, on to the bad reviews, a good amount of the bad reviews spoke about poor signal strength and connection issues. There were also a lot of complaints about Plusnet increasing their bills with any notice. A few customers wrote about how rude some customer service agents were to them and how difficult it is to get a hold of customer service. Here are some of the bad reviews:

•Moved home, my bill increased by £12 due to my new address. Couldn’t offer me the lower price advertised as they’re for new customers, not customers of 5+ years. So I’ve canceled and they let me know of the £78 cancellation fee. Just got the bill today and they’ve charged an extra £6.99 for postage and packing on my emailed bill?!? Online chat is useless and call centers just read what the screen in front of them says.

•Never known such appalling customer service.

We paid for the internet more than a month ago. We have spent a collective 32.5 HOURS on the phone to their customer service to try and get some service and we still don’t have any internet. You get bounced from one team to the other (all with hours being on hold, especially with the provisions team), we’ve been told engineers are coming so waited in all day and twice no one showed up.

They don’t know which our order number is, can’t communicate with OpenReach and despite asking for the issue to be escalated many times, we are still without internet. Goes down as the worst customer service ever experienced for any issue – and I have lived in many developing countries where the infrastructure for the internet barely exists. Never had such a dreadful experience.

•Absolutely shocking service. We have paid our account in advance for the month via direct debit but still get cut off. The customer service people cannot switch it back on only to the technical team who don’t pick up the phone because it is half an hour to closing time. They take your money quick enough but won’t sort out a problem they created.


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Plusnet Phone Service Reviews On The Site

 The site had an overall star review rating of 1.4 stars out of 5 stars. There were a few good reviews and most of them are about the company’s helpful and friendly customer service agents. Here are a few of the good reviews I found:

•I’ve just had to speak to someone regarding my plus net service. And I was pleasantly surprised by the experience. I spoke to a lovely young man, (Amraiz Malik) who couldn’t have been more kind and helpful. He talked me through things and got me sorted out in no time. All of the staff that I’ve had to deal with have been the same. Wonderful service all round. Well done Plus net.

•Excellent service, easy communication, very good value, highly recommended.

•Great service, fantastic customer service & brilliant prices.

There were a lot of complaints about billing issues. A lot of customers mentioned their bills kept increasing with any notice from Plusnet. A lot of customers also complained about the company’s customer service. Some customers complained that it took hours to get in touch with customer service and when you do, the agents are not able to solve their issues. Some customers also complained about poor connection. Here are some of the bad reviews: 

•Speeds were poor, no better than any other provider – decided to cancel my direct debit after never actually using it and never making a call – I would avoid them to be honest, the customer service is very poor, and I found them charging me even though I didn’t use the service – I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more … I informed them I had never used the SIM, and they insisted on charging me.

Anyway and threatened to go to debt collectors even though I have never made one call with the SIM – all they were interested in was getting their money, no leeway for the customer, no attempt to understand the customers position – a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult – poor girl; although she was more interested in the terms and conditions …

•Constant drop outs got told maybe my microwave ??? Lmao they get worse so much for we’ll do you proud should be changed to we’ll do your head in ! They blame everything but themselves when they work. It’s ok when there isn’t a pain in the booty worse broadband I’ve ever had and that’s with leads plugged in to your pc!

•Misleading poor customer service prices increase lack of notification for bills, untimely response to phone calls basically plusnet are no good just money oriented can’t wait to leave.

•Been with them a matter of weeks paying £23.99 for a 36mb package that is £22.99 on their website. Just went up to £28.17 a month.


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Plusnet Phone Service Reviews: Last Words

After reading through the numerous reviews, I would say I have mixed feelings about Plusnet so I’ll leave it to you guys to decide if you want to use Plusnet’s services. After all, no company is perfect and it seems like Plusnet has a lot of improvements to make.

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By Dun

Dun enjoys reading and writing, and is always on her smartphone. She currently uses a Google Pixel 3.

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