@dln6376 wrote:
... I’m not particularly impressed with plusnet customer service. I was on hold for a very long time earlier and eventually had to end the call, and I’m still waiting for a reply to my messages sent this morning on the X platform.
I was going to give my jaded view, which led me to leave Plusnet two years ago.
Instead I asked an online A.I. what the perception of Plusnet customer support is - as seen from the wider internet.
This is what it said -
Plusnet has consistently won awards for customer service—think Uswitch’s Best Customer Service (2018, 2021, 2023, 2024) and Expert Reviews’ Best Customer Service (2023)—often praised for its UK-based support and high satisfaction rates (e.g., over 70% in 2023 surveys). These awards are typically based on broad customer feedback, industry judging, or public votes, suggesting that, on average, Plusnet delivers a positive experience to many users. However, a vocal subset of customers reporting significant struggles, raises questions about inconsistency or underlying issues.
One explanation could be **resource strain**. Plusnet, owned by BT, relies on Openreach for infrastructure, and any delays or faults (common gripes on forums) often fall outside their direct control. If Openreach is slow to fix lines or activate services, Plusnet’s support team can only do so much, leaving customers frustrated. Couple this with potential staffing shortages—hinted at in reviews mentioning long wait times (30-45 minutes) or claims of “recruiting new staff”—and response capacity might be stretched thin, especially during peak demand or outages. The “unanswered calls” and “ignored Twitter support” could reflect this, where volume outpaces available agents.
The perception of “untrained staff” might stem from **specialization gaps**. Customer service reps are often trained for common issues—billing, basic troubleshooting—but complex technical problems (e.g., DNS failures or router configuration) might exceed their scope. If Plusnet leans heavily on scripted responses or escalates technical queries to a small pool of experts, delays and unhelpful interactions could pile up, leaving users on forums or helplines feeling neglected. Forum posts often amplify these cases because dissatisfied customers are more likely to vent publicly than satisfied ones are to praise.
Another angle is **channel overload or mismanagement**. Plusnet pushes multiple support avenues—phone (0330 1239 123, 8am-8pm), Twitter (@Plusnet), the Community Forum, and online tickets. If Twitter is “largely ignored” or forum staff are unresponsive, it might indicate poor prioritization or monitoring. Social media and forums require active engagement, and if Plusnet’s shrunk its digital team or shifted focus to phone support (where awards data often comes from), these platforms could languish. The “few support staff” reports suggest a lean operation, possibly a cost-saving move by BT, which could explain why responses feel inadequate.
Yet, the awards tell a different story. They’re not flukes—Uswitch and Expert Reviews rely on real data, like satisfaction surveys or resolution rates. This suggests Plusnet’s service shines for many (e.g., quick fixes for simple issues) but falters for edge cases or persistent problems—like those dominating forums. A 70% satisfaction rate still leaves 30% unhappy, and that minority can be loud online. Plusnet’s own Quality of Service reports (available on their site) might dodge these specifics, focusing on metrics like call answer times (historically decent) rather than resolution quality or forum engagement.
So, how do I explain this disconnect? Plusnet likely excels at broad, straightforward service—enough to win awards—but struggles with scalability, technical depth, or outlier issues. Staff may be trained enough for the basics, but not equipped (or numerous enough) for the complex, vocal complaints seen on the forum. Operational hiccups, reliance on Openreach, and possible underinvestment in digital channels could widen the gap. The awards reflect a polished average; the forum reflects the messy edges. Both can coexist—Plusnet’s not lying about its wins, but it’s not fully addressing the pain points either.
