Plusnet Business Reviews 85

The worst company and service ever! have gone completely downhill from a year ago they decided to take 15 months of payment with no notice with it being plusnets error for not charging me for broadband and then have no sympathy and say they can’t do anything! An absolute shambles! They need investigating! As a business owner of multiple businesses myself I would be embarrassed to say i am apart of a such a company! Stay well clear for business or residential services! I’m gonna pay to get out of my contracts no matter what it costs just so I never have to deal with them again! By far the worst company experience.

Not suitable for businesses
Left me for nearly a whole week without my phone line and potentially lost my phone number as well.
got customers who think we have closed down because they cannot get into contact. All they can do is apologise....literally

We have been charged for the full service, PLUS penalties because we could not meet our payment obligations on time the during corona virus closure of the business. I informed Plusnet that we were temporarily closed due to corona virus, and that we were unable to make any payments until we received financial aid. Plusnet said they could only freeze the account if we unplugged the router, but as the CCTV needs to be linked to the net for security and insurance purposes - i could not unplug. The promise a grace period of just a few weeks and make sure t ends before you get financial aid so they can penalise you. A company this size taking advantage of people in times like this is a disgrace
This is what you get for being a long term renewing customer.

Below is their lovely offer they made, a whole ONE week to come up with funds to settle a service i was not using. And, as if there are no other bills we have to worry about.

Dear Mr Ferreira,

Thank you for your call today. I'm sorry for your dissatisfaction with how we have dealt with the grace period as per Service Notice: SN459985964 23/04/20.

The agreement confirmed in this was the following

Restrictions on your services have been lifted. As agreed, you are required to pay the balance of £36.94 in full on 1st May 2020.

If payment is not received by midnight on this date, your services will be restricted. You will also incur a call barring fee of £5.76 which will be added to your outstanding account balance.

If your internet service is important to you do not change to Plusnet business. After changing to them my service has been down 5 days now in a row as they have switched me on the date they said but did not send us a router out as yet. They won't send a router out as a priority. I've had 18 telephone calls from irate clients who have service contracts with us who can not contact us in the normal way. The cost to our business I estimate to be +/-£3000 per day.

Bunch of cowboys.

One star is too generous.

By email on 17 February 2020 agreed to waive all fees; ie my business does not owe them any money. I retained the email which is the last correspondence from them.

I have today (16 March 2020) received a letter (undated) from Plusnet advising they have tried to contact me on several occasions and, despite their efforts, I have failed to pay the outstanding balance. As a result, a further charge has been applied and the account has been passed to a debt collection agency.

This incompetence has adversely affected the credit rating of my business. My business does not owe them any money. I am now going to have to incur the cost of dealing with their incompetence.

I have given a 1 star because that is the minimum allowed by Trustpilot; if I could give a negative star rating, I would. My experience of Plusnet Business has been the worst of any supposedly professional organisation I have dealt with in over 35 years of trading. I sold my business in March 2019 and arranged with Plusnet that the broadband/phone contract be transferred to the new owner. Having received confirmation that this was done, I thought no more until I received another invoice 3 months later - it transpired that Plusnet had failed to transfer the contract despite their confirmation to the contrary. This was resolved and I again received confirmation that my account had been closed but 3 months later another invoice appeared. I won’t bore you with the details, suffice it to say that this cycle has repeated itself several times throughout the last 12 months. The cherry on the top was when Plusnet passed my “overdue balance” to a debt collection agency! It has been a catalogue of lies, written and verbal ‘assurances’ not kept, misinformation and incompetency from Plusnet that has taken a year to resolve and then only when I registered a complaint with the Ombudsman Service. I have never received a proper explanation as to how months of errors occurred - it’s always a “system failure”. I should also mention the numerous phone calls, the cumulative hours spent in hold queues, the emails ....... The most recent update is that a cheque for compensation that I was promised within 7-10 working days by a senior manager has not materialised after 14 working days. On ringing to chase it, I was told that “cheques can actually take 21 working days”. I have never encountered such an incompetent, unprofessional, responsibility-dodging organisation in nearly 4 decades of business. How they continue to trade is beyond me. Never, ever, EVER contemplate entering into any kind of contract with these cowboys. You can’t trust a word they say and their “systems” are not fit for purpose.

I have no complaints with Plusnet as a service, it has been faultless over the whole length of the contract.

What I do have an issue with is the fact that my loyalty means nothing. As I have had a pleasant experience, I wanted to renew my contract, but I was told bluntly, that I could not renew at the same rates as new customers. They can get deals for £28.99, I have to pay £33.99 for exactly the same service. They informed that this is how the system works, and told me to more or less like it, or lump it.

Well I have lumped it. Plusnet is a great service, ruined by terrible customer service/care.

Very poor product. Broadband drops out many times a day and frequently goes very slow. (0.56Mb/s!). There is no will from PlusNet to fix what is certainly faulty network equipment. They say there is no fault and blame wifi interference - despite connecting via an Ethernet cable. Can't get out of the contract without paying up the full two years.
Shocking! Anything but broadband one would be able to cancel as not of suitable quality. Beggars belief that these contracts are allowed to exist. Wish I had checked Trust Pilot first

Based upon my experience I would recommend avoiding Plusnet or at least only sign up for month on month to make sure it's going to work.

Steve Hodson

Horrible service. Have complained numerous times about the speed, we are not heavy on usage, but it takes for ever to even check email. Everytime you complaint, they try and put it on you, you will be charged for a engineers visit. What nonsense. Thought business services should be good. Terrible. Had their home broad band for many years, so took the bussiness one from them as well. Have cancelled the home one, will cancel the bussiness broadband and phone as well.

Wish I'd looked here first!!
I certainly wouldn't have moved. Having trouble moving and they have told me it will be 5 working days without broadband. I'm running an I.T. company, almost impossible without internet. Plus they offered me £10.50 compensation, what an insult!!! MINUSNET should be the name!!

If you people read this and still go with plusnet then you are a fool I'm not going to bother with a write up as my experience is just as bad if not 5 times as bad as that is how many lines I have with them and 3 of them are down 2 for over 2 months. You have been warned don't touch these unprofessional people.
J lambert

Terrible experience, call handler misspelt my email address and username so I had no way of getting updates on the order, accessing bills etc. She also then entered my postcode in the wrong format meaning other staff couldnt find my account when searching by any of the above methods!

It then turns out she also put wrong address meaning router and engineer went to the wrong place so no internet when we moved into a new office meaning we lost money as couldnt operate.

They tried to charge me for a missed appointment, then despite my requests to update the address and email it still hasnt been done. Raised a complaint and said to send emails to my correct address - Nope theyre still being sent to wrong one.

Then to top it off, the call handler that caused all of this then put me on the wrong package despite us agreeing the one I wanted meaning it was higher than I agreed and also, come with activation fees which it shouldnt!

Complaint team called and offered £27 credit on next bill, I declined and asked for escalation to the Ombudsman. Not heard anything so checked on portal and the complaint person hasnt recorded my decision to decline the offer and has left it as pending my decision!!!!!

Avoid at all costs!

unfortunately this is 1 star review. Usually the after sales service is pretty good but I have just phoned up as I am having some issues with the Port forwarding with their supplied router and they have told me they can not help me with port forwarding support.

All I am looking for was a bit of validation to make sure I am setting it up correctly and they don't want to know.

Its unacceptable really.

Totally unreliable internet if your business runs on internet.

1. Paying by direct debit, all payments are made and still on one Sunday morning got message my payment is due. On monday call them and was told its sorted now. But nothing sorted , my internet was restricted and my business runs on internet. Called them again and after calling three time it was sorted.

Average waiting time on call : minimum 20 mins.

Last email was answered after 4 days.

2. Once again got a message from them informing I am approaching my usage limit, and I am on UNLIMITED broadband.

I can understand few interruptions but having talked with them repeatedly, I found them, either they dont have any idea on the matter or sadly they lied each time.

Pranav

A company that prides itself on customer service but yet is unobtainable via the telephone , you cannot have live chat with them as this is temporarily down ( has been for months ) and who do not respond to internal messages created by themselves. We are a week waiting for our broadband to be sorted yet again, as it runs terribly slow a recurring problem that has been ongoing since day one, ( 12 months ago ) , this would appear to be a common complaint from most of their customers , avoid them at all costs !!!!! If i was to treat my customers like this I would have no business left they do not provide the service you pay for

Shocking, awful, frustrating and really contemptuous of the customer.

I've been with them for years but since theyve been bought by BT they are AWFUL.

emails lost and now down for several days, customer response is the metaphorical shrug of the shoulders.

Absolutely unprofessional, I cancelled my contract 3 days prior to it starting which was well within my rights, they then charged me £248.36 which i didn't even know about. So £248.36 was taken out of my account I rang in they apologised for the error and said thwy will refund. A week later I rang in again and the advisor I spoke to said there was nothing on the account about a refund and said he will raise a refund ticket. Now almost 4 weeks later I am rang them again, now they have raised another refund ticket. They took my money out of my account for no reason at all and now 4 weeks later still no refund after requesting it several times. I don't know what else to do with this company.

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Signed up to these bafoons as I thought being able to talk to a UK company would be better! The trouble starts with every month I get a message saying I have to call to pay for the service as they haven't taken the fund's for the direct debit for some unknown reason, it's all set up but they also cut my broadband and phone off until it's paid!!
I cannot deal with total I-diot's!! I will be going to Ofcom and trading standards.