3,751 Customer Reviews over 94 pages
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2020-08-13
- Comments
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Please do not join plusnet. The customer service has been shocking and I have been told that the 14 day coolong off period starts from the day I order even though my broadband wasnt active or router arrives for a number of weeks. It didnt work, sent back day after receiving as could not get through for support. I could not get through by phone. Email or live chat. I followed online advice to complete form and send back. I have just got through by going via Sales and told I am now out of my 14 day cancellation policy. I have requested a manager call back. Please if you are considering DO NOT USE PLUS NET!!!! DISGUSTING CUSTOMER SERVICE!!
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
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I'm a little surprised by a lot of the reviews here. We've had Plusnet Fibre for quite a few years now and it's always been quick and reliable. I do find their 'members control panel' a bit clunky - so finding out account information or previous statements is a bit of a pain.
- 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
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2016-01-12
- Comments
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Placed an order for fibre optic on 23rd December, and advised that as the line had been disconnected at the exchange an engineer would be required to reinstall it. Was explicitly told that the fibre optic would be activated at the same time and my net would be up and running on the day the phone line was reinstalled.
Engineer booked for 11th Jan, received a text stating that the line had been installed as scheduled, then another a few hours later stating that as my line has been started recently, I would need to wait 24 hours for an activation date for the fibre optic to be confirmed.
After a long time in a queue on the phone to find out why, as promised, my internet was not available to use, I was informed unapologetically that fibre optic orders are not placed until AFTER the phone line has been activated and I would need to wait another 5 to 10 working days for the fibre optic to be activated.
After ending that call, I checked the Plusnet website which clearly states that for fibre optic orders where a new phone line is required, orders will be actioned AT THE SAME TIME to expedite the process.
After another long time waiting for a chat advisor to clarify why website and person I spoke to when I placed the order told me one thing, and customer services told me something else when I called to ask what the hell was going on, I'm informed that a 'system error' meant that the fibre optic order wasn't placed correctly when it should have been.
After me asking why I was expected to pay for a phone line I didn't want or need (other than for the fibre optic), when my fibre optic was not delivered as promised, I was offered a refund on the first month's line rental. Whether this materialises or not I suspect will be another thing...
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2021-07-30
- Comments
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Joined plusnet in 4 october 2020. Still waiting to be switched from my provider in December. Plusnet cancelled my broadband provider on Christmas Eve and failed to connect me. All my family are in Nordic countries and Italy. On Boxing Day I rang the technical department, only department that picked up the phone, and I was told the problem is that they have not been given an order to connect me. He said he will arrange to connect me on Tuesday when everybody should be back at work. I was connected 29 December. I am still traumatised by the lies and excuses. Can't wait to leave. Since joining plusnet I have received extra ordinary number of scam calls. Can't recommend to anybody. Avoid.
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2016-03-22
- Comments
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Customer support is excellent with contact centres in the UK, I've been a customer for 5 years now, firstly on adsl and then on superfast fibre when it became available, speed and reliability has been consistently good. Packages are competitive & I have found that they will offer deals, so I recommend when your contact is up give customer services a call. They also offer a very competitive tv deal as well as discounted BTSport. Phone Line rental, caller I'd and anytime call package is cheaper than bt.
- Location
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- Location
- Buckinhamshire
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
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The biggest mistake I've ever made was to switch to Plusnet. The Internet connection is so slow and patchy. We can't get Catch Up programmes on Sky TV. Think very carefully if you're considering switching. I can almost guarantee you a far worse service in every respect to the one you're using now. Not fit for purpose.
- Location
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- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2017-01-05
- Comments
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STAY CLEAR!! If there was a zero star I would award this company zero. We moved house in May 2015 and were told that everything should be up and running in 5- 10 working days. Within a week we told them that they had the wrong flat number and to Change it on their system. Although it was a house move we had to go for a different package which increased our monthly payments by £10 a month. My son was having exams so we agreed. Nearly two months later we didn't have broadband - kept ringing them and they just kept apologising. Got the broadband 6 weeks after we asked them to move it, tried to get out of the contract and they kept saying we would have to pay for the remaining 18months!!! Now 6 months later we have been disconnected again as they hadn't changed their system with our new address - even though their engineer came to our current address!! Rang them and again it will take 5 - 10 working days ....for what?!?! Just reconnect us! Lady on the phone was apologetic but no budging on when we will get reconnected- just the usual "we can't give you a date, you will be told in 5 - 10 working days' again tried to get out of the contract and being faced with having to pay over £140 to leave!!! NEVER AGAIN - Worst customer service, absolutely no attempt to resolve the situation - just constant apologies. Doesn't work when I rely on my broadband for work!!
- Location
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- Location
- bucks
- Reviewing
- Plusnet
- Date
- 2020-05-16
- Comments
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Rely on internet as vulnerable person - speed down to 3mbps for over a week now and unable to do internet grocery shopping. 3 days to get through (min 20 min wait) and eventually met by customer service rep that couldn't really give a Monkey's - best was a promise of 3 more days before the fault team would pick up my complaint.Used to be an excellent company but now about the worst.
- Location
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- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2017-01-10
- Comments
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Customer service so poor that can't even give one star. Still on the phone now after 50 minutes. 25 minutes to answer phone, then told would immediately transfer to technical team to discuss appallingly slow broadband speed since transferred from BT (took my broadband out for a day), 24 minutes wait on transfer. Shockingly poor. Technical services then took ownership of the problem and have resolved it rapidly, so upped customer service to 1 star - provisioning error at BT corrected and speed now better.
- Location
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- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2016-02-26
- Comments
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Joined 26/1/16, was meant to have broadband as of 18/2/16 still waiting for the router. Phone customer services - 30 minute wait. Try to do chat online 10 customer queue then kicks you out.
Can't comment on speed as not got it
Customer service experience - Not a happy new customer. At the moment I want to cancel my contract as paying for a service I haven't got!!!
Only compensation offered so far was free P&P!!
- Location
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- Location
- bucks
- Reviewing
- Plusnet
- Date
- 2019-03-13
- Comments
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really poor customer services, spend over 20 minutes on hold each time there are issues, my monthly rate goes up due to calls that i have not made, no means to complain to them, id say over all pretty useless
- Location
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- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2017-05-10
- Location
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- Location
- Bucks.
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
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Its not worth the effort.
I was thinking of contracting with Plusnet mobile so wnet to their website for sales.
Chat with an Agent - it wasn't online.
Email Sales - it took me to a page asking for my customer login and password. Idon't have one that's why I'm trying to reach you !!!! So I phoned.
Phone Us - after 15 ins of recorded message and no answer I gave up.
If that whats its like when they are trying to sell you something, thne I dread to think what the Technical Helpdesk must be like.
Its just too difficult to reach them - save yourself the time and effort by doing what I did and going elsewhere. There are plenty of other deals to be had.
- Location
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- Location
- Burghfield Common
- Reviewing
- Plusnet
- Date
- 2019-11-01
- Comments
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Three weeks of faults two days off work for engineer visits and no further forward, worst provider.
- Location
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- Location
- Burley in wharfedale
- Reviewing
- Plusnet
- Date
- 2015-01-31
- Location
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- Location
- burnley
- Reviewing
- Plusnet
- Date
- 2017-11-22
- Comments
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line was ok not as fast as advertised, phone line never worked and billed for it and have to pay to disconnection..very very very poor/bad treatment from live team.
- Location
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- Location
- Burnley
- Reviewing
- Plusnet
- Date
- 2019-03-18
- Comments
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AVOID!! Absolutely appaling service! Set up with them in a property I work in for special needs. Had to be set up in the name of one of the people I support but these are people who a. Can't talk or b. Have the ability to understand. Contacted them on the go live date as Internet not working only to be asked if they could speak to the account holder!! Probably the most unhelpful company I have ever had to deal with. No Internet from day one and they have the nerve to charge £216 when we want to terminate the contract.
- Location
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- Location
- burnly
- Reviewing
- Plusnet
- Date
- 2018-07-22
- Comments
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i have a business and a residentail account with plusnet.
Both rubbish.
i was losing connection on my card machine. had to change my provider within 3 months.
engineer came said cant fix the problem. charged me extra £140.
my home broadband same slow connection reuced conection to first floor. even it was connected to the mains 3 m away on the ground floor.
DO NOT EVEN THINK ABOUT JOINING PLUSNET.
- Location
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- Location
- Burntwwod
- Reviewing
- Plusnet
- Date
- 2017-05-05
- Comments
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Do not choose this company.... Avoid at all costs
- Location
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- Location
- Burry Port, Wales
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
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Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
- Location
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- Location
- Burry Port, Wales
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
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Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
- Location
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- Location
- Burton
- Reviewing
- Plusnet
- Date
- 2018-06-09
- Comments
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Customer services a joke speed appalling getting worse,interruption of connection a regular occurrence. C. Services do not appear interested even after repeated calls. The tv advert is a complete lie about the service provided.
- Location
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- Location
- burton on trent
- Reviewing
- Plusnet
- Date
- 2014-12-28
- Comments
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Don't bother, I've never dealt with such a poor company. The customer service is shocking. I cancelled sky in hope of getting cheap fibre from a customer supported company.. I was so wrong. Order placed almost a month ago and still nothing. I'be been told, if I don't cancel tomorrow they will charge me £210 ..... considering I've not received anything from them ..... I'd say that is pretty steep. I will never deal with them again ... I wish I had seen the reviews here before even bothering.
- Location
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- Location
- Burton On Trent
- Reviewing
- Plusnet
- Date
- 2019-12-28
- Comments
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After 6 weeks still have no internet, paid £50 for an engineer who didn't fix the problem despite saying he had and now told I need to wait a week for another engineer to come out. Pretty damn appalling.
- Location
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- Location
- Burton on Trent
- Reviewing
- Plusnet
- Date
- 2019-02-03
- Comments
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I've been with Sky before. Tried vodafone (crap).... Now I have moved my mobile and broadband to Plusnet. Never had quicker internet. Easy to set up and fast as **** !! I'm sofa king happy!! Thanks plusnet!
- Location
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- Location
- Burton-On-Trent
- Reviewing
- Plusnet
- Date
- 2017-08-24
- Comments
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The internet is alright during day time, but during night time there is literally no connection - just keep refreshing and wait. This happens during day time as well.
In the beginning everything is perfect but after a week or so you will see YOUR INTERNET SPEED GOING DOWN.
I would say the internet reliability is about 30% out of 100%
Especialy for people whomplay online games or want to talk to people on skype or facebook, constant lag!
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2020-12-14
- Comments
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Plus net ruined by extreme poor customer service spoke to an absolute idiot called Asad who would not help or answer questions that was asked when I requested to speak to a supervisor three times refused then transferred to someone else.
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2019-02-10
- Comments
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Doubled the speed to hopefully get a better experience, A load of cr#p, think I’ve be moving supplier soon
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2016-09-19
- Comments
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Moved house and it took them weeks to sort my internet out and they kept cancelling appointments from May-July to come and sort it out, so with during that time I had no internet but they was quick enough to take payments out of my bank so now they owe me 2 months money and I've not received it after me ringing them for over a month over it they also kept sending emails saying it will be in my bank 5-7 working days and still nothing , first time they didn't even bother putting it in my bank!!!. I will be taking things further if my money is not back into my bank . I felt like I have been ripped off as a customer!! So annoyed and frustrated but quick enough for them to take money off me still. May think of changing provider for my internet!
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2018-04-11
- Comments
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Great customer service they’re having a laugh
They are charging me £30 for going to another provider after the minimum term has ended. The small print says if I leave p-net and don’t go with a provider that uses bt I have to pay £30 termination fee. Thanks for keeping that quiet
Don’t trust anything they say
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2015-05-28
- Location
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- Location
- Bury lancashire
- Reviewing
- Plusnet
- Date
- 2016-08-16
- Comments
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Been with plusnet for years speed and service has gone off a cliff. No doubt the greasy palms of BT operating in the background. Communicated via Internet to Ben and jake tonight who eventually left me hanging in the air after cutting me off with no satisfaction. So much for their award winning customer service and they were not doing me proud to quote their marketing guff. A bunch of lightweights operating no doubt with zero housed employees driving their customer service computers.
- Location
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- Location
- Bury Lancs
- Reviewing
- Plusnet
- Date
- 2014-09-20
- Comments
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My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
This all took place on 6/09/14 .10 days before change over date.
On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
Was it a mistake or was it payback for cancelling you decide.
They didn't do me proud
- Location
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- Location
- BURY ST EDMUNDS
- Reviewing
- Plusnet
- Date
- 2016-03-12
- Comments
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The worst broadband ever. I paid for my service on 26.01.16 for unlimited fiber 80mb speed . After more than 1 month of waiting they manage to put my service live on 10.03.16 . But its not the one i paid for ! all i get is ADSL connection with speed of 1 mbps and under !. They keep promising me that they will upgrade me to fiber. But nothing happen until this moments ! . I spoke with someone about cancellation they told me if you cancel you have to pay cancellation fee of £150 WTF ! How on earth i pay cancellation fee for service i dont even have it ?? after weeks of phoning and chating with too many diffrent ppl . They said your fiber will be upgraded on 23.03.16 . So if anyone thinking of joining pluse.net PLEASE AVOID !!
- Location
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- Location
- bury st edmunds
- Reviewing
- Plusnet
- Date
- 2015-04-21
- Comments
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Avoid at all costs - worst company i have ever had the misfortune to deal with!! Internet dropped out at 8 every evening - they tried to tell me it was a line fault. When trying to cancel they tried to make me pay £80 to do so and when i said no way threatened me with debt collection agencies etc. When i advised i was within my 14 days cooling off period their story changed - they however did not offer this information!! The whole experience of trying to cancel this contract took 1 hour and 50 minutes on the phone. Said they would cancel immediately but refused to give me a mac code - 2 days later (and another 45 minute call to customer services) i am still awaiting the disconnection of this abysmal service, which cannot come to an end quick enough!!
- Location
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- Location
- Bury St Edmunds
- Reviewing
- Plusnet
- Date
- 2015-07-28
- Comments
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Sadly, i have to write a damming review of Plusnet for their home broadband service and quality.
You could not make it up as to the poor servcie levels i have experienced and are still experiencing.
After nearly 2 weeks of a disrupted service I am no further forward.
Just finding their customer service telephone number (when you've not got an internet connection) is a massive headache.
I had to personally wait over an hour to get through and they apologised saying they are trying to recruit more staff !
My wife waited in for 6 hopurs and their Engineers did not even turn up.
After tryign the live chat for 45 minutes i still made no progress, other than we'll call you.
So i am left with no internet and no answers from Plusnet as to when they will fix the problem.
As soon as i am out of this contract i shall change provider, even if it costs me more money per month.
Plusnet are simply very poor, especially when things go wrong.
- Location
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- Location
- Bury St Edmunds
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
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Absolutely astonished by how bad the customer service is. They took payment twice, argued about it, helped themselves to another £200 with no prior notice, and tried to charge £50 to cancel the contract despite being only 2 days in. Now, 6 weeks later, still waiting for a refund of the initial payment because a 'note was not put on the account' that a refund should be actioned. Now, after a total of 3 hrs on the phone, I am to await a cheque (!?!?!) which should be here within 3 weeks! Amazing.
- Location
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- Location
- Bury St Edmunds, Suffolk
- Reviewing
- Plusnet
- Date
- 2015-10-07
- Comments
-
Up until now Plusnet have been really good. The broadband was (and still is) fast enough, at least where I live, for two people to stream movies, browse the internet, etc. and the phone service was, well, a phone service. I also used to think the customer service was good, to the point that I'd actually recommended Plusnet to people. So far so good. But now they have changed the website... Want to email about leaving or renewing? You can't do that online... Want to raise an online query/ticket? Can't find how to do that either... So then you try and call them. You want to wait for 15-30 minutes these days then hey? But it's okay, because they then tell you that you can sort your problem out on the website. Phew... Wait, what?? So yeah, now that reasonably priced year's broadband and line rental has run out, I don't have the time to wait half an hour to try and get through to them on the phone, so now I'm being overcharged on a monthly basis... Thanks, Plusnet.
- Location
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- Location
- Bury, Lancs
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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I was with Plusnet for a year in which I had only 10 monthsof service. ?There were problems from the start, mainly with their ordering and customer service but sppeds were atrocious as well. They insisted a line fault was in our house but, unknown to us, sent an engineer to check who disconnected the line without re-connecting it leaving us with no phone or Internet. We then tried to upgrade to fibre, I stayed off work for a day to wait for the engineer costing me £120; he didn't turn up. After admitting their faults they only£80 worth of discount off their service ... I wouldn't touch them with a barge pole! I've gone for Sky who seem infinitely better!
- 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.