They sell themselves as being good at customer services - but actually they are appalling - the worst I have ever experience! How they get "awards" is a mystery to me!
I joined Plusnet at the beginning of the year. I have used other providers before with the usual niggles but no huge issues. I joined PLUSNET because they advertised as being excellent on customer service but they have been the worst I have used.
The connection process was terrible. I had to chase the router as they forgot to despatch it. Once I had the router they did not turn on my broadband which I had to chase. They never contacted me or emailed when they said they would. They told me my broadband would be on the following day once their "suppliers" had enabled it but that did not happen and I had to chase again the following morning because they "forgot" to switch it on their end. They were however more than happy to start billing me though even before the "service" started. If you want to buy something they answer the phone really quickly but if you want customer service for a problem you will be waiting normally about 30 minutes.
I lost both my phone and broadband at the weekend - I tried to ring on the Saturday and gave up after 30 minutes, tried on the Sunday and again gave up after 30 minutes. The quickest I have ever managed to get through is 20 minutes on the Sunday evening. If you try to complain their attitude is polite but essentially they say "sorry you feel like that but we do not agree" and if you try to escalate a complaint they do not want to know and become quite aggressive. They seem to feel that an average telephone wait of 30 mins is perfectly acceptable and you are unreasonable if you expect them to answer a telephone in less than say 10 minutes. Please look at other review sites - you will see hundreds of reviews with the same experience. When you ask them to take any action they are reluctant to lift a finger and tell you it is in their system - proactive is not a word they recognise or understand.
I laughingly received a self publicising email telling me that my broadspeed was about 7mbps (I do live in the middle of the countryside so I don't expect it to be great) and gushing about how wonderfully they are doing - it may be 7 at the exchange but at my house actually it is less than 2 at best (checked by myself and an openreach engineer) so that is a downright lie - it actually seems slower then when I was with BT. I am just astounded that they think people believe them! As soon as my contract is up I will be leaving them
DO NOT DO NOT USE THIS COMPANY. HOW THEY CAN MARKET THEMSELVES ON THEIR EXCELLENT CUSTOMER SERVICE IS BEYOND ME AND IN MY PERSONAL OPINION IS A COMPLETE MISREPRESENTATION BORDERING ON FRAUD! LOOKING AT THE REVIEW SITES IT APPEARS THAT HUNDREDS OF PEOPLE AGREE WITH ME. RUN AWAY FROM THEM AS FAST AS YOU CAN!