Plusnet Business Reviews 85

Can't believe they are allowed to trade in the UK. Absolutely worst service you could possibly receive.

Foolishly went ahead with a basic Business Broadband because of the prices advertised. Installation day came, hadn't received much information beforehand and didn't receive anything on the day to say if I needed to be at the property. I then tried calling Customer Services to only be told to wait for 60 minutes because they are 'getting a lot of calls right now'. I tried a couple of times and failed so with that I called the cancellations number who answered my call within seconds. With this, I then decided to cancel the order on the spot. If I am a new customer and haven't even received a service yet, how is the experience going to be once I am locked into a contract? I didn't want to find out so I requested a cancellation and full refund.

Long story short but it took about 10 weeks to receive a refund. They originally said 10 working days. Absolutely shocking and I had to call every week to follow up with the refund process. Every time, no apology and just an excuse that they had a new system and they had a backlog. Really shocking company.

STAY AWAY.

We've been a plusnet customer for about 18 months. Had business phone and broadband. Overall, once setup, a decent service. Nothing exceptional, but very little downtime.

However, we recently switched our phone service to a VoIP provider due to needing more phone lines. We got in touch with Plusnet twice, and two CS reps assured us that all would be fine - the phone number would transfer to the new VoIP provider and Plusnet would automatically assign a dummy number to our broadband so it would stay running with 'no noticeable disruption'.

This was incorrect advice. Our broadband got cutoff on a Friday and we were told it would probably be 48 hours before it was back online. 48 hours came and went, and we were told it would get back online on the following Friday. That too came and went - it's now Monday, 10 days after it went down.
We're an ecommerce company selling chocolate, and it's the holiday season so naturally this represents a huge cost to us as a business.

I've personally spent 8+ hours on the phone (mostly on hold) to Plusnet and always get a new rep, and they almost always have to start at the beginning because of poor note-taking and work habits. I've been waiting for a call-back from their team leader for 5 days to seek compensation, but honestly it'll be a case of even if they get us back up and running and offer compensation, we'll be looking to move to another provider. A measure of a company and customer service is how they act when things don't go wrong. They messed up, they admit they messed up, but the lack of clarity and communication and ownership of the issue, as well as total apathy in making it right, shows that they really are a lacklustre business that anyone who has an interest in avoiding frustration for themselves and their employees as well as a loss of business, should steer well clear of.

Extremely poor. You can't cancel (they literally told me that they don't have a functional cancelled state and it's a "known issue"). As such each month for many they reactivate cancelled direct debits and take the money.

Finally we have no got it so they can't take the money, they just attempt and fail. Means I get daily texts and emails demanding I pay instead.

Highly flawed, and almost certainly illegal, operations. Our purchase was with Plusnet Business but I would be surprised if it doesn't impact their consumer business as well.

Plusnet where spot on until they where bought out by BT. Ironically I switched to Plusnet 3 years ago now. Pricing, service all brilliant. Situation very different now. Cant get in touch - use the messenger service because voice service dont answer. Left a message about incorrect bill on 18th October, reminder 19th and 23rd October - Still No answer. I run a business and pride ourselves on customer service. This is BT type service. Need to move - Any alternatives out there anyone??? Need two business lines

I won't lie, the first year was a decent experience. However I have spent the last three weeks attempting to get through to Customer Service to do a premises transfer. Only once have I managed to connect with anyone... and on that instance, because I had been waiting so long everyone that could help me had actually gone home (please call back the next day). After a further four hours of waiting in queues I still haven't managed to progress this. Shame really as I was also wanting to add three additional fibre connections.

I have just given up for the third time in three days after waiting for more than an hour without being connected, despite being warned of a 30 minute wait.

Not impressed. I moved across from TalkTalk to save a few quid, and I wished I hadn't.

I signed up for business fibre, and selected UK Anytime for £4.00 per month thinking it included mobile numbers. It doesn't. And I got stung, the first month mobile calls that I was charged for far outweighed the savings I made from moving across from TalkTalk for the two year contract duration.

So, be very careful with the UK Anytime, it DOES NOT include mobile calls like the other providers.

To get included mobile calls, I think I will have to pay £15 per month based upon an earlier conversation with the call centre, and it is still metered, not unlimited. I would be more precise about this, but I am currently logged into the online account and trying to make a package change and it is not letting me do it. The online account control panel is dreadful too.

Regarding the amount of the fee for unlimited mobile and landline calls, it is considerably higher than for the other Telcos.

All in all, I am not at all happy. On the face of it, I think I can be forgiven for thinking that the UK Anytime bundle at £4.00 includes all landline and mobile calls based upon the price, but it doesn't.

I think it is a bit of a shady practice, and I would urge extreme caution with this company, and to make sure that you read the T&C's for each component thoroughly - they do not conform to what I would call industry norms with regards package benefits and price point.

awesome company to anyone all of the most country, i have big fun of the company. i interested work of with company.

Truly awful company. Left us basically without internet for a week. No updates, no response to our support emails, nothing. Then offered an engineer but told us we first have to diagnose the router (that they gave us) to make sure that wasn't the problem before sending an engineer, as they'd charge us £144 if the router was found to be faulty. I explained I don't have a spare router to test, they said that's not their problem. Will be leaving these people as soon as humanly possible.

Waited 5 hours for an engineer that never showed because of an admin error, spent 20 minutes on hold to talk to someone to explain the reason which was never explained properly. Totally unprofessional with awful customer service, I cancelled on the day I was supposed to be connected with them.

Awful wished I had read this before changing to this company lost my business number which I had for 10 years do not go with this company you will get past around and yes fobbed off by different people and then you can never get the same person again my business has suffered terribly and still is and my complaint is being dealt with by ombudsman avoid avoid avoid

I have made contract because of the cash back from Quidco, and they have rejected my cash back without reason. And always high bills!!! Just counting days for my contract days to be finish!

The level of service on offer is not suitable for supporting a business.

Every support request is communicated via level 1 support to critical 'offline' departments. This arms length support results in a prolonged and painful game of Chinese whispers with the departments that you really need to speak to directly. Each request can take up to three days for a response.

The control panels are poorly laid out and lacking in basic functionality. Forcing you to raise a support request to accomplish the most rudimentary of tasks.

Online help and knowledge-base articles are sparse and lacking in any helpful detail.

Their broadband service is as good (or poor) as the next provider but this company should not be offering email and domain services. They have neither the infrastructure nor the skills to deliver these things.

For me a simple domain transfer has resulted in over 4 days without DNS (so no email and no website). Incredulous disbelief and blind hope on my part led to such a delay. I should have thrown in the towel after day one. Will be ringing Nominet in the morning to forcibly grab this domain back and will lodge a complaint against Plusnet as a registrar. They are no more qualified than my milkman to deliver these services.

Terrible, worse customer service than BT. I have had nothing but problems with them. I placed an order and paid in advance. After two weeks I'd heard nothing from them other than an initial confirmation email. I tried calling them but gave up that avenue after 45 minutes of being on hold, even though their business fibre offering boasts 24/7 telephone support, and spoke to someone via web chat, who informed me that the order had not been processed. The order was eventually processed but no hardware was ordered, something I expect would be a basic requirement when processing any Broadband connection. I would go as far as to say that this company, from my experience, is completely incompetent. Throughout my short time as one of their customers I have never been offered an explanation, an assurance that my issues would be given a high priority, or even an apology.

Excellent customer service but expect the downtime

I have bought Plusnet fibre broadband for 2 companies I've been at, their prices are unbeatable and they are very quick to respond to your queries. I've also switched over to Plusnet at home from virgin media and the service is excellent - much cheaper and better speeds than we had from virgin. The only downside to the home one is the slow upload speed - but that is part of the cheaper package.

The only issues we have and the reason I have not given 5 stars is that we have had some regular downtime at work, usually lasts for about 10 minutes, but happens once or twice a week - which can be quite bad when your business relies on the internet. For all their flaws, I would still recommend them.

Just cant get through. They say 15 inute wait times, but its at least 35 minutes. Supposed to be good on customer service, but it doesnt seem that way. I've literally been trying to speak on twitter to them all day and they are now just ignoring me. It's ridiculous.

really poor customer service. it takes on average 20-30 minutes to get through to anyone on the phones, its the same time to get to 'chat' to anyone using their online chat system. no one phones you back when they say they will. they offer conflicting opinions on what they can and cant do in terms of contacting you. really shocking! luckily i realised this in my first week of ordering so cancelled and went with bOnline who so far seem amazing in comparison! the prices for plusnet look great but should you ever need to speak to anyone for any reason - good luck with that!

Horrible horrible customer support, waiting times to speak with them start from 15min+
Wanted to switch provider and because of plusnet I lost my landline number very irresponsible company. Might change my mind but as usual You get what You pay for. Cheaper will not always be better!!!

Plusnet are NOT doing me very proud at the moment!

I have only been a customer with Plusnet for a few days and I am really annoyed as I have had a very poor customer experience so far with Plusnet and it's getting even worse as the days go by.

I ordered two sim only packs and I didn't receive the confirmation emails about the two sim cards being dispatched so on 7 June at 11.22am I went onto live chat with the following query which I thought was simple enough to answer:

Info at 11:22, Jun 7: You are now chatting with Alexandra.
Alexandra at 11:22, Jun 7: Fantastic
Drew at 11:22, Jun 7: What is happening with my orders please? 2148581 AND 2148565
Drew at 11:22, Jun 7: I was told yesterday that the orders had been accepted but havnt had a further email saying they have been sent.

But it appeared that my query wasn't simple and then the Plusnet merry-go-round started. I was transferred to several different people as no-one could help me. The last but two people I spoke to were Shannaz and Chloe who to sum up in a nutshell have no customer care skills whatsoever and were the worst advisors I had spoken to on the live chat on the day.

Shannaz didn't bother to look at the previous conversation, didn't bother to look into the order numbers and instead kept asking to re-explain what I needed help with, kept asking me for my Plusnet username despite me explaining to her several times that I didn't have one. In the end I told her to get her act together and that I was going to explain one last time what my query was about and to my amazement she was very rude and told me that if I continued in this manner that she would end the chat.

I then telephoned Plusnet to deal with the query as I had lost the will to live with the Plusnet live chat and I also told the advisor on the phone that I wanted to make a complaint about Shannaz. I was advised that as the complaint was about a live chat advisor that the complaint needed to be made through the same way and that if the advisor refused to raise the complaint and ended the chat that I was to open a new chat and make the complaint. I thought that this was absolutely ludicrous as it didn't state on the complaints page on your website that a complaint had to routed through the same channel.

I went back onto the chat and asked Shannaz to get her Manager on the chat and then transferred me through to Chloe in another team, as she couldn't deal with my query!

I asked Chloe to get her Manager on the chat as I wanted to make a complaint but she wouldn't get her Manager and spent the majority of the conversation trying to "handle" me and my complaint despite me stating on several occasions that I didn't want to be "handled" and wanted to speak to her Manager.

Eventually when she realised that she wasn't getting anywhere with me she advised that she wouldnt be putting me through to a Manager but one would call me back at 4.30pm. I told her that this wasn't acceptable and I wanted to speak to a Manager now. She advised that a Manager wasn't available and I advised her on several occasions that I would happily wait on the chat until one was available. She advised that I couldn't wait for a Manager on the chat and that a Manager would call me back and rudely tried to get me off the chat several times by asking me if there was anything she could help me with. I advised her that I wasn't going anywhere and I would wait for a Manager to come onto the chat. I then had to wait for a long time for a Manager to appear which I think was due to Chloe playing games. I explained to the Manager (I didn't save this part of the conversation so do not have the Manager's name) what had happened above and that the whole customer experience, especially from Shannaz and Chloe was totally unacceptable.

The Manager looked through the chat and agreed that the manner in which I had been dealt with by everyone concerned was unacceptable and he apologised and offered me a goodwill gesture of one month credit on both accounts to make up for the bad customer experience, which I accepted.

Unfortunately, this is not the end of the saga as today I logged onto my account and there is no sign of the credits. When I telephoned Plusnet to ask what was happening with the credits I was advised that there isn't any note from a Manager about a credit was offered and that is why it hasn't been added to both accounts and there is nothing more than can be done about the matter.

Need I say anymore about this further poor customer experience? I will save you the rant. If you can kindly look into the chat and you will see what was offered by the Manager and kindly credit £10.00 to each of the accounts please.

I also think that I should receive a further goodwill gesture for the further issues, which I am furious about and If I knew that the service from Plusnet was going to be this disgraceful I would have stayed with Virgin.