3,694 Customer Reviews over 93 pages
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- Location
- lichfield
- Reviewing
- Plusnet
- Date
- 2023-03-10
- Comments
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Then I waited for a long time and your company keep messaged me that the engineer will come to install the fibre on February 8th. (last month)
According to the video on your website, I moved all the furniture and waited all day, but the engineer did not turn up! I called customer service a few times and all of them told me: waiting, the engineer will be yours shortly! I don't understand this part, why the engineer has my number if he can't come he can simply tell me and let me know the reason, so I don't need to wait all day again, but he is doing nothing.
Nobody gave me any explanation why, so I have to make a new appointment, the new appointment is after a month! it was the 9th of March, yesterday! Waited for a month, and yesterday, the same drama,!!! No engineer, no phone call, all your customer service told me to wait!
Waiting one month or two? What is on the contract? Please take a look!
On contract 5.
Delivery of service
(page 5)it says:
If you're staying at the same address and changing product (e.g. Unlimited Broadband, Unlimited Fibre or Unlimited Fibre
Extra) it should be 1 – 2 weeks.
Yes, it's 1 – 2 weeks, NOT 1-2 months!
Your company is non-observance of the contract, and It was you who broke the contract first, not me, please take some responsibility!
This is a complaint.
And what about my bill? Why add some extra bills every now and then? Have you provided the services you promised in the contract?
I've never seen such poor service, this company are selling something you don't have, which is fibre & integrity and service,
Your company treats customers like garbage. Total waste of the customer's time and money.
I hope you will make some substantive changes: unconditionally delete my contract or complete your commitment next week.
It has been more than two months waiting for you to fulfil the promises and there are a total of 12 months in a year, unbelievable service!
- Location
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- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2023-03-09
- Comments
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was with them for nearly 5 years and they honestly treated me like crap at the end. on sep 2022 I took out a contract renewal. I showed as 12months or 6 months. I knee I was moving early 2023 so I took 6 months out. when I called in Feb 2023 to cancel my policy I was informed I was due them £170 as I still had a year on my account. I argued against this as I knew I took only 6months. I was called a liar and told this was my problem not theirs. they claim to not do 6 month contracts but then why did it show as that on my app when renewing. no one can answer that. never go with plusnet they are horrible and rip you off.
- Location
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2023-03-08
- Comments
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Disgusting company. Signed a new contract in June 2022 for 12 months, rang Plusnet two weeks later to let them know I was moving (we'd only just been informed of the move date) and they not only increased the price by £5 a month, they also added on an extra 12 months to the contract without me agreeing to it.
They sent me three emails on the day of the move and eight (8!!!) paragraphs down on the third email they sent me, hidden in tiny font it said "new 24 month contract". This is despite me saying several times to them over the phone that I did not want a new extended contract.
I have asked them to retrieve the recording of the phone call I had with them when we first had this discussion but they "cannot find it". This despite there being a disclaimer at the start of all calls with them saying that all calls are recorded.
Avoid at all costs - they are scammers!!!!
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2023-03-02
- Comments
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Worst experience I ever had. When I signed up I requested a phone socket to be installed and the cancelled that because they said I don’t need it. Like they know what I had inside my house. Anyway I called again booked an appointment with Ingineer who never showed. Called again the booked again only to find out on the day the haven’t actually booked another appointment. Absolute joke!
- Location
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- Location
- Flack
- Reviewing
- Plusnet
- Date
- 2023-03-01
- Comments
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3 months in they raised the prices and nothing i can do. I joined as they were cheap, but this only lasted 3 months before they are no longer good value. i will leave them as soon as possible!
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2023-02-27
- Comments
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No connection for the last few days. Today, waiting for an engineer booked 0800-1300, rang three times one agent said he is coming another said he rang me and couldn’t get hold of me so he left(I’ve been in front of the window and had no missed calls) and now they are saying let’s hope they fix the issue. What a waste of time and nothing sorted.
- Location
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- Location
- Grantham
- Reviewing
- Plusnet
- Date
- 2023-02-27
- Comments
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Avoid. Internet connection very unstable and unreliable. Upload speeds are unbelievably slow. We are now on our 3rd router in 2 months. They tried to charge us for a replacement for it being their equipment!! Still constantly dropping out and losing internet despite 2visits from openreach to solve the problems. Customer service very unhelpful and difficult to get to speak to someone. However very efficient at putting up their prices I've noticed. Can't wait for my contract to end so I can go elsewhere.
- Location
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- Location
- Lancs
- Reviewing
- Plusnet
- Date
- 2023-02-23
- Comments
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Dreadful paid for 6 months that didnt work then they had the cheek to offer me 6 months free (in other words nothing as Id already paid 6 months not working)plus one manager tried to blame me for the whole thing
- Location
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- Location
- Falkirk
- Reviewing
- Plusnet
- Date
- 2023-02-19
- Comments
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extremely poor customer service, multiple open complaints they have ignored, multiple failed callbacks that were promised. My line went slow at 3am daily their agents advice "oh ot must be heavy usage"
- Location
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- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2023-02-10
- Comments
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Ok so I’ve been with plusnet for one year now, I’ve been a customer since mid 2021 and have recently just taken out a new 2 year deal, (huge mistake) firstly the reliability of the Wi-Fi in the first year was horrible, so bad, we had to by booster out of our own pocket as they would not upgrade to router free of charge, after we bought the booster the Wi-Fi was ok, not great but ok, the devices connected via Ethernet were very in and out for some reason, ( we have there top package that is available to us I should have mentioned this earlier), the initial price was £24.00 pounds per month but they put my price up about 3 pounds per month last march, even know I was told my price wouldn’t go up , like I said I’ve recently taken another contract out with them because of three reasons, 1. they offered me a 2 year contact at £22 pounds per month which was by far the cheapest I could find, 2. They gave me there top of the range router for free ( or so I thought) and 3. They assured me my price would not go up, which at the time was a great deal, the massive problem is however I was lied to in all three factors, the free router was free but I was never at any point told I had to pay the £8 pounds postage which the slyly just added to my last months bill with out any confirmation at all, the the real kick in the teeth was the the email I received today stating my bill is going up £3.77 per month from march after being repeatedly reassured my bill would not increase over the term of my mew contract, so obviously I was very annoyed so I phone to cancel only to be told I’ve had the new contract for 17 days and I must be cancelled within 14 days to cancel, speaking to this new guy on the phone basically he said the guy that sold me the contact has repeatedly lied to me to get me to sign a new contract but there’s nothing he can do as he was sacked last week, overall there customer service is very good and fast, but given the chance there staff will definitely lie to you to get a sale, they have done it to me on multiple occasions, if it wasn’t going to be £330 pounds to cancel the contract I would have done it today. CAN NOT RECOMMEND PLUSNET
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2023-02-10
- Comments
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How naughty can you get. I looked at the headline price which looked fine, it went live 3 days ago. Today I got a message of a near 15% increase.
So I think as I am within my 14 days I'll cancel and go with someone who doesn't deliver such sharp practices!
Adiós!
- Location
-
- Location
- Middleton
- Reviewing
- Plusnet
- Date
- 2023-02-07
- Location
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2023-02-03
- Comments
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Been with Plusnet for about 5 years and while their broadband is reliable, the customer service is terrible.
Didn't receive a reward card that was promised when I signed a new contract and then wouldn't allow me to close the account without £200+ fee.
I had to chase them for 5 months despite multiple promises to call me back.
It's a shame but there are cheaper and just-as-reliable providers available.
- Location
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- Location
- North Yorkshire
- Reviewing
- Plusnet
- Date
- 2023-02-01
- Comments
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After years of uneventful service from Plusnet our 'fun' began when moving house.
A switch date of the 19th Jan was agreed by Plusnet which was changed a few days beforehand to the 23rd, apparently at the behest of BT Openreach.
Long story short (and literally hours of phone calls later) 4 subsequent 'go live' dates have come and gone (with me always having to chase up the issue) and we're still without a landline and broadband as of the 1st Feb.
To put the tin hat on the whole thing in my latest call, Tenaz (the first Plusnet employee to actually take ownership of this shambles) has discovered that our order was actually cancelled, without reason, on the 26th Jan. So, to be clear, Plusnet have latterly been supplying 'go live' dates for a cancelled order that was never going to happen!
I'm being told that Plusnet can't talk directly to BT Openreach and, despite my pain and inability to operate without broadband, nothing can be done to escalate or accelerate the 'go live' date. I therefore now have to wait up to another 10 working days to be connected on this replacement order. That will be 23 days after the switch date originally provided ... if it happens.
In the hope that someone from Plusnet may actually care and read this review, the ticket number is 230387995 and I look forward to your commentary regarding this total incompetence. If this is Plusnet 'doing me proud' it speaks volumes about your customer service commitment.
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Plusnet
- Date
- 2023-01-27
- Comments
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Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.
- Location
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- Location
- Ub2
- Reviewing
- Plusnet
- Date
- 2023-01-27
- Comments
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I am using Plusnet for last 3 years.I just asked to send me a letter as address proof but they didn’t.it was really bad and rude.I requested three times.it’s my humble request please do not use Plusnet.because when we need they do not halp
Thank you
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2023-01-20
- Comments
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Switch should have been today. It’s not worked, and the earliest engineer appointment is 1 week later. No alternative options available. If you need broadband for work suggest you do not risk signing up.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2023-01-19
- Comments
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Broadband cuts out daily. Happy to give varying amounts on your account to pay and not inform you if a payment made manually (with adequate funds) is rejected.
Also happy to sell to dent agents one day after cutting off and refusing to take extra payment because the additional added on previous wasn't was the account said it was.
Absolutely terrible company!!!
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2023-01-19
- Comments
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Driven to add my comment after seeing a high rating for customer satisfaction. My experience of their customer services has been VERY poor. When I entered into a contract renewal I lost the inbuilt security. I didn't realise as an icon remained on my computer. Was at great risk for a month. Told it would take another month to fix and that I should arrange a free trial service to cover. After the month, still no security. I got free security. I then got a computer problem and the engineer told me my security was very poor. I got some compensation discounts but would rather have had the service. I've enough email correspondence, and records of phone calls, to write a book. After about a year my complaints were pushed up a level. At last some help! I was told to BUY MY OWN security and Plusnet would credit my account with the cost. About 18 months into my 2 year Plusnet contract they advised me that they had changed their security supplier from McAfee to Norton and that this might download and work. It did. I could have done without the time spent and anxiety this cost me. An altogether unpleasant experience.
- Location
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- Location
- Llandybie
- Reviewing
- Plusnet
- Date
- 2023-01-18
- Comments
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The worst company that i have ever had to deal with, have had a technical issue since it was installed 18 months ago, no one is capable of resolving and when i ask to move they have the cheek to charge me.
DO NOT USE EVER------------------
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2023-01-17
- Comments
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Upon contacting your services in August, I was informed that, as I did not have an English bank account, I only needed to borrow a friend's account information and then, when I had a user profile, I could put in my Norwegian details. This proved to be false.
I never received either a phone line or broadband router, as I have informed the customer service team on the phone several times.
Not hearing anything for months, I was shocked when my friend told me that you had taken a monthly fee from his account. When contacting customer service (again).
After apologising for not delivering the service, thereby admitting that it was not in effect, customer service still insisted that I kept paying until they could install one later in January (four months later). I would therefore pay a monthly fee prior to the installment of the service. By then, of course, I never wanted anything more to do with this company.
Finally, I insisted on cancelling my "subscription" with Plusnet. Talking to a very apologetic young man on the phone, he tried urgently to convince his manager that I would be exempt from the cancellation fee since I did not actually cancel anything (since no service was ever supplied). Yet the manager, of course, insisted on the cancellation fee to be paid.
This is shameless, fraudulent, and disgusting behaviour, to demand payments and fees for a service without ever supplying it.
- Location
-
- Location
- Bournemouth
- Reviewing
- Plusnet
- Date
- 2023-01-17
- Comments
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PlusNet are a Great service provider. I was with Virgin, who were fast, but unreliable. I'd lose connection for several hours most weeks. Then I went to Sky. They were reliable, but while they advertised 60mbs, (which it was at the hub), I got only 35 mbs when I tried wireless, and just 5.7 mbs when upstairs away from the hub. Now, with Plusnet, I get the reliability of Sky, with the speed of Virgin, and at a cost lower than both Sky and Virgin. Unless they really jack up the prices, I am staying put. Thoroughly recommended.
- Location
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- Location
- Hurstpierpoint
- Reviewing
- Plusnet
- Date
- 2023-01-16
- Comments
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I have just managed to activate my plusnet purecard to access my £50 discount. I am disgusted that it has taken so many steps to activate this. This company has created a process designed to ensure as many people as possible do not realise the card value.
This process is discriminatory to so many different population groups, particularly the elderly / people with learning difficulties / illiteracy and people with adhd.
If discrimination is a value of plusnet company i will certainly not be renewing my contract next time.
- Location
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- Location
- Peterlee
- Reviewing
- Plusnet
- Date
- 2023-01-15
- Comments
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For the first 12 month of the contract it just kept dropping out. had to reconnect all the time. Last 6 month of the contract got better, but still dropping out. Never ever plusnet for me.
- Location
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- Location
- GLASGOW
- Reviewing
- Plusnet
- Date
- 2023-01-14
- Comments
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I have been waiting 6 weeks now to get connected since my inital sign up date.
Trying to get any information from anyone at the company as to when I will be able to access the internet has been like corresponding with some organ of the Soviet bureacracy.
Brodband speed and reliability only get two stars becuase I have no idea whether or not they are any good yet so woud be unfair to judge too harshly.
- Location
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- Location
- Bridlington
- Reviewing
- Plusnet
- Date
- 2023-01-11
- Comments
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Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night.
Issues happen, I understand and it's how these things are resolved that count.
I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way).
Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't).
One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose.
I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised.
I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved.
Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better.
Avoid.
- Location
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- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2023-01-09
- Location
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- Location
- Ellon
- Reviewing
- Plusnet
- Date
- 2023-01-09
- Comments
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Does this company exist? we tried to move to Plusnet beginning Dec 2022 and we are still waiting to be sort out. the phone number is pointless as nobody answer the phone. I cannot say anything about broadband speed and reliability but Costumer services really bad
- Location
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- Location
- Worksop
- Reviewing
- Plusnet
- Date
- 2023-01-09
- Comments
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They are the worst company ever avoid they if they a agree something they do quite the opposite do yourself a favour say away from this terrible company all they are after is your the customer service is total terrible rude and tasty staff don't think about its customers DONT GO NEAR THEM AT ALL
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2023-01-08
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-01-07
- Location
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- Location
- NW England
- Reviewing
- Plusnet
- Date
- 2023-01-04
- Comments
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Made an order through Plusnet for my elderly disabled mum. Made an account, got everything in line, entered her bank details with her the lot. They never sent anything through and when I rang them up denied all knowledge of the account we had set up. Complete time wasters.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2023-01-04
- Comments
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I spent 3 months dealing with these clowns after ordering bb. 6+ missed appointments, multiple hour long phone calls and still no bb. I cancelled the order after they failed to show up again with no reason given. Avoid the scammers over at scamnet
- Location
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- Location
- Marlborough, Wiltshire
- Reviewing
- Plusnet
- Date
- 2023-01-02
- Comments
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Spend the money on a ‘big boy’, because this will consistently let you down…
Have been a customer for 6 unfortunate years. When previous contract expired, was given option to upgrade broadband capacity for a good rate - I should have known it was a lie. My WiFi is actually worse now than before. And customer service is non-existent! Really disappointing, bad value.
For example: I’m watching a film currently, and every 15 minutes the sound cuts out, then the screen freezes. I have to turn back a few minutes (if it will let me: otherwise exit and re-enter altogether), knowing it will happen again in a few minutes.
Not my problem if they regularly cannot meet the guaranteed MINIMUM speed we contracted.
Freeview is much more reliable; so if you can receive it - USE IT!!!
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2022-12-25
- Comments
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I have been with Plusnet for many years and until recently had no cause for complaint 2022 was a different matter - on renewing my contract I was not offered a particularly beneficial deal in comparison to the prices offered to new customers End of Oct my internet went down and was without it for over 10 days Explanation: Service Outage whatever that is Multiple calls with multiple tests of the line and eventually got it back but no refund for the days I paid for where I couldn't use it Now the Plusnet Email doesn't work - inbox just buffers and according to the 'Service Records' there are no major issues / maintenance going on This has been going on for some three weeks and after unfortunately being separated from family over Xmas due to covid - no chance of having my Xmas Zoom meeting on Christmas Day. I am also using the email to arrange a house move so not being able to look at messages really doesn't help. Always delays on the customer service phones too - No idea why the service is now so poor but I will soldier on for a few months until I move then I think I will have to change supplier - I am disabled and on a limited income - value for money and a quality service is priority for me and as I am clearly no longer getting it - just paying for an expensive dud!
- Location
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- Location
- Grimsby
- Reviewing
- Plusnet
- Date
- 2022-12-23
- Comments
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This service is awful. It’s a nightmare. They make a new problem for me every week. First, after my call at the begin of November they took 22.99 GBP from my account and we were agreed about that that my plan is 22.99 GBP per month. I switched the broadband from John Lewis to Plusnet. I should receive the router at the end of November, but it didn’t come. I called after few days and somehow they ordered and cancelled delivery twice. So, they ordered again and it came finally. Then they said that I have to receive an email on the 14th of December and after that, they can connect the broadband to my house. Ok, but then John Lewis took 47 GBP from my account. They said that they will send me my money back, but they didn’t. I didn’t receive any email on 14th of December. So, I called them and they sent me an email and after that only I could get a broadband connection to my house. I’ve tried to connect and it didn’t work. So, I’ve had to call them again. They forgot to connect the broadband to my house
- Location
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- Location
- Oxon
- Reviewing
- Plusnet
- Date
- 2022-12-20
- Comments
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Our contract run is couse, so we changed BT solo for £21.95 per month
Plusnet/ BT did not process the change over and kept us on £60 per month.
Both plusnet and BT solo were no help
refusing to give us the £21.95 rate as promised and only offering £26.95
not to be trusted
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-12-20
- Comments
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AVOID, AVOID. Kept delaying connection and do not answer calls. I cannot believe how woeful the service is, diabolical doesn't even come close to describe how bad. Biggest regret and worst service from anyone I've ever had. Should be investigated by Trading Standards for selling a service not fit for purpose. Stupid adverts are a reflection of what to expect. Disgusted beyond belief.
- Location
-
- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2022-12-16
- Comments
-
Oh my goodness I've never had worse service! Paying for fibre but connection is ridiculously slow, intermittent and struggles with more that one or two devices connected. Complaints to customer service got me no where and despite never having received their guaranteed minimum speed I was charged a hefty cancellation fee. Avoid!
- Location
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- Location
- North Norfolk
- Reviewing
- Plusnet
- Date
- 2022-12-11
- Comments
-
I have been with plusnet for 20 years now. The first year I had dial-up then progressed to adsl broadband. Always had a reliable service. Two months ago I bit the bullet and upgraded to FTTC fibre. Change over occured on the agreed date, but the new speed was variable, sometimes it was slower than my previous 17mbps broadband. I reported the problem to them (I was surprised to find I was only on hold for about 3 minutes!) Anyway they did a remote test on my line and diagnosed a potential issue with my house line, so arranged for an openreach engineer to visit later that week. The engineer arrived at the arranged time and diagnosed a faulty master socket. He replaced it, and tested again. Problem fixed! I now have a rock solid 39mbps download speed. 5 stars for plusnet from me!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.