Skip to main content
Jump to navigation
Plusnet news

Plusnet has been named the best broadband and home phone provider in the UK for customer service, in two new charts.

A week after announcing that it was ending 24/7 customer support for its consumer broadband division, Plusnet emerged victorious following a survey carried out by MoneySavingExpert.

More than 14,000 customers were polled, and asked to rate eight of the biggest providers on the quality of their home broadband customer service, and also their home phone customer service, by assigning them a 'great', 'OK' or 'poor' rating.

Plusnet topped both charts, with 68% of customers saying its broadband service was great, 23% rating it OK and just 9% finding it to be poor.

At the other end of the scale, TalkTalk was ranked lowest, with only 25% of consumers ranking its broadband customer service as great, 38% saying it was OK and 42% classing it as poor.

It was a similar story in the home phone chart, with Plusnet faring even better (70% great, 24% OK, 6% poor) and TalkTalk being joined at the bottom of the table by EE.

According to TalkTalk, the results of the poll are at odds with the reduction in complaints that the company has seen internally, and also based on responses from a relatively small sample of consumers.

Another important note is that many smaller broadband providers are not included in the list, even though recent polls suggest that many of them have superior customer service.

A report published by Broadband Rating in early June found that people calling customer services at Exa Networks were only required to wait an average of 9.83 seconds before being dealt with.

In contrast, customers calling Plusnet - which performed strongly in the consumer surveys above - were forced to wait 988.57 seconds (16.48 minutes) before they were put through to a human being.

Join the conversation

comments powered by Disqus

Stay up to date

  • Google+ Follow uSwitchTech
  • Subscribe to our RSS feed

Latest Comments

Search news