Plume Avis 

This FAQ and support system is extremely frustrating and, frankly, feels incomplete and useless for customers in my situation.
I have spent a considerable amount of time trying to figure out how to access my Plume service and simply see what I am actually paying for. I have tried creating an account, connecting my equipment, and using the serial number on the modem. None of these methods work. The serial number does not bring up my service, and connecting the equipment does not associate it with an account. The only equipment I have is the modem provided to me, and it does not contain the information I need to resolve this.
My landlord specifically told me that I have to go through Plume for my internet service. When I try to get help through Plume, however, I am directed to contact my Internet Service Provider. I then contacted Midco, and Midco told me they do not have access to the information I need and that I need to go through Plume.
So where exactly am I supposed to go?
Plume directs me to my provider. My provider directs me back to Plume. I cannot create an account, I cannot access my service information, I cannot see what I am being charged for, and I cannot find a direct support channel that will actually help me resolve the problem.
What makes this even more frustrating is that Plume's own website states that the residential support/contact form is not monitored and that individual residential customers should contact their ISP. I understand that Plume may operate through ISPs and property providers, but that does not solve the customer's problem when the ISP says they do not have access to the account or service information.
I eventually resorted to submitting an email/contact request simply because I had exhausted every other option. Even then, the information provided makes it unclear whether I will actually receive a response, and the contact system itself states that it is not intended to function as a support channel.
This is not a complicated request. I simply want to access my account and see what service I have and what I am paying for.
If Plume does not directly support residential customers, then there needs to be a clear and functional process for customers to identify who actually owns and manages their account, who can access their billing/service information, and who is responsible for helping them when the ISP and Plume send them back and forth.
Telling customers to "contact your ISP" is not an adequate solution when the ISP tells the customer to contact Plume.
At that point, the customer is completely stuck.
I would strongly recommend improving the FAQ and support process to address situations exactly like this.
Customers should not have to spend hours going in circles between their landlord, ISP, and Plume just to find basic information about the service they are receiving. From the customer's perspective, this comes across as either a serious lack of support infrastructure or a lack of willingness to provide support to the people actually using the service. Either way, it needs to be addressed. I frankly don’t know why anyone would use plumes services

I had the pods for 3 years. Swish Fibre (Cuckoo) gave me 2 and I bought a further 6 from various sources trying to improve coverage.
1 Software.Homepass is not controllable. It says it uses intelligent wifi to adapt the system - it doesn't.
2 Range. I used 8 pods and acheived patchy coverage, changed to Linnksys MX4200 and needed only 3 with far superior range.
3 Factory Reset. This is impossible in the UK version - there is no facility to "delete pod"
4 Size. 1 pod will occupy a double uk socket

Updated: Head of Plume support contacted me today. She has apologized profusely, and asked me to try one more time with her troubleshooting. I’m going to do that and see how it goes. Pushing the stars up by 1 for now. Will increase if we’re successful.

The Plume mesh WiFi worked well for 4 years. But when it started failing, and I opened a support ticket in 11/24, they couldn’t resolve any of them, and kept dropping the tickets without resolution. In the meantime, the entire home WiFi became unusable due to intermittent downtime periods lasting hours at a time. In early January, my ticket was finally escalated to someone who appears to know what she was doing, a senior support person. She did some troubleshooting with me, and it temporarily fixed the system. Like others, she promised to get back to me to confirm that the resolution was permanent. She didn’t. Despite multiple emails to them, it took her 40 days to get back to me. By that time, out of desperation, I had purchased Netgear’s Orbi system. Great until it no longer works, and then you’re abandoned.

They charge for rescheduling all while making many charges to my card when not getting the service.

I love them because im in a evil state but cant recommend them for exploiting trans people

Purchased these last yr but stopped working couldn't do anything with them what so ever after a few months. Then all of a sudden out of the blue £165 was taken 3 days in the trot and now trying to get my money back off them. Company a joke. Bank won't class it as fraud as such as I used them before which is a joke as they don't even have a service that costs this much now bank card is blocked new one ordered messed me right up now.

Good product when working, but no customer service. Like zero. Can’t even call someone for technical help. I can’t even rate the customer service because it does not exist. Wow.

No long do Plume have a support real time “chat” and emails from weeks ago are not answered. The phone number also has a recorded message and no human answers.

Look at Reddit and you will find a whole bunch of users dissatisfied with the lack of support, to the point of users looking to replace their hardware and not renew the subscription.

Update, six weeks after submitting a support ticket they got back to me and could not help.

No response after weeks of trying to get a problem resolved

Replaced with TP-link deco. Other options are available too.

Awful. Pods are useless. App is not user friendly, expensive and customer service is shocking. AVOID

Have been a plume user for 4 years and have found it to provide stable reliable wifi. We have a large house and a single router isn’t up to the task. Previously we used power line adapters but these were unreliable. App is pretty good. Some gimmicky features such as motion detection.
I’ve had to contact the support team twice in 4 years, once with a billing issue and once during setup - response was rapid and satisfactory both times.
Hard to knock a star off really so I’d go with 5.

Its not that they cant make it it is just that need some good advise from people that can do it. Why not try Apple or IBM. Virgin could be a good way to go but still guys you have a loong way to go compared to so many nice thing coming from so many IT companies out there and taking examples would just jeperdise this all thing.

They suck, everything I try to look up or open they block !

Bought some second hand plume pods to add to my network (as plume are unfortunately my service providers choice of setup) and these plume pods came from Plume themselves originally at retail.

They didn’t work, and support told me that they cannot be used, because of my account type… But one of the ones I bought works fine.

UPDATE: Finally got hold of a guy named Jeff G (won't put his full last name) after escalating, within Plume, and he solved everything. Could not have been nicer and more helpful. Kept me informed every step of the way.

Changed from a 1 star to a 5 star.

If you need to get hold of Plume for support, I recommend you try and get hold of Jeff G.

Never made much difference for me, that being said no issue changed provider in August, waited to my 12 months was up for the plume membership made them aware I didn't want to renew and they renewed anyway, tried to remove my card so no future payments could be taken and it doesn't allow, made them aware again last month that I no longer want the subscription and today again I was charged and also on top of that since they renewed me against my wishes they also now have doubled the cost from 8.25pm to 16.50, so not only can I cancel they are automatically charging me double, shocking experience

Terrible, stay away, the pods will cover both sockets on a double socket. They don't work (well for me anyway) spent 2hrs resetting my smart home, twice, spent 3hrs with tech support, they did try to be fair but nope, they still don't work.
What's worse? Well Plume have allied themselves with Virgin Media and their customer service is awful, no response from the helpline, 3 days I've been trying, now sent a snotty email and cancelled the direct debit, I've only been a customer 4 days!

Excellent product easy to use and works perfectly. A lovely customer focused company to deal with.