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TomL's Review for PlusNet

 PlusNet (Broadband Fixed Line)
Posted: 02nd May, 2015    By: TomL
Title: Avoid like the plague
Heaven alone knows how this firm continues to win awards, including awards for its customer service. This firm has the worst customer service I've experienced from an ISP, and given that my last ISP was BT that really says something. I haven't seen one of their TV adverts for a while, but I have a feeling that they used to say something about being good honest Yorkshire folk. Well, nothing against all the other Yorkshire folk, but these ones are about as honest as the average politician. Their logo now incorporates the slogan "We'll do you proud". What's wrong with this is the word "proud". "We'll do you" is accurate.

To be more precise, when I first became a Plusnet customer I was lied to about the call package that I was told I had to have (I was switching both my broadband and phone line to them), then I was overcharged, then I didn't receive the correct refund. The customer service staff seemed not really to be capable of solving simple problems and were unable to give explanations. Furthermore, they were happy to pass the buck when things went wrong.

I was going to change from Plusnet after a year, but they offered me a very cheap deal. What a fool I was to accept it! Again, they overcharged me. What's more, the deal included £50 cashback, which I was told would be sent after 14 days. Again, this was a lie. Eventually, one of their incompetent staff managed to tell me it would be paid within 60 days.

I will not be with them for a third year, whatever deal they may want to offer. The staff of this firm are (a) dishonest, and probably deliberately so in order to persuade people to sign up to their services; (b) incompetent; (c) unprofessional; (d) disrespectful of their customers; (e) badly trained; and (f) ignorant. Furthermore, the senior managers of this firm appear unconcerned by the poor service that customers receive.

If you do contact this firm, don't believe what the person you speak to tells you unless they're prepared to put it in writing, and even if they do that keep a very close eye on how much they take from your bank account each month if you sign up to their services. Plusnet cannot be trusted and you have to remain alert to their habit of charging more than you agreed to pay. Otherwise, they'll do you.

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