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Customer service, broadband

Posts: 1
Registered: ‎10-12-2019

Customer service, broadband

Plusnet is a joke, I've been on the phone 3 times today, each time with a 30 minute wait in a queue, to explain that my internet light stays red. I get told each time that they will transfer me to technical department for testing and they will get this resolved, but instead of transferring me, they have hung up 3 times! All I want is internet, that's what I'm paying for!
Posts: 41
Thanks: 4
Registered: ‎06-12-2019

Re: Customer service, broadband

Hi @Kieran0306

Difficult to respond specifically with the lack of information provided, but perhaps there is an issue in your telephone area code affecting some or all users which Plusnet are waiting to be resolved.

That can be checked if you provide your telephone area code on here or by a Private Message if you prefer by clicking on my username.

Just to be clear, that is the first part of the telephone number only starting usually 01 or 02 with a further three digits, the whole number is not needed.

Otherwise, assuming your equipment to be functional and connected and set up correctly, there would seem to be a problem for Plusnet to address.

If nothing else, at least you have had a response from the community.

Someone from Plusnet will be along to address your issue specifically in due course.

My understanding of Plusnet Customer Service was that it was very good, in fact award winning, and was a part of the reason for my switching. Hopefully your experiance described is not commonplace and will be sorted soon.

Plusnet Help Team
Plusnet Help Team
Posts: 8,675
Thanks: 1,352
Fixes: 456
Registered: ‎01-01-2012

Re: Customer service, broadband

Thanks for your post @Kieran0306

I'm really sorry to hear about the issues you've had.

We've tested your line and we can see that the router is connected to the exchange but not to us.

In the first instance can you try resetting your router using the pinhole on the back and then let us know if you're still having issues?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team