3,751 Customer Reviews over 94 pages
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2021-02-05
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-02-27
- Comments
-
Appalling customer service and attitude. I signed up with PlusNet when I moved into a new house in a rural location so cable was not an option. From the outset I found their service poor:
- lost a days holiday due installation appointment not kept; was told it was an automated 'service' and I didn't need to be in.
- very little in way of apology for wasting my time, poor attitude form person I finally managed to speak to. Offered £5 (!?) compensation for the inconvenience
- impossible to get hold of customer services; put on hold for mins only for the call the be cut off, no matter which number I called
- no option to contact them via email (really? in 2020??)
- in order to cancel my contract I had to write to them by recorded delivery, the cost of which I had to bear
- when asked why I was leaving I told them partly due to terrible customer service and was met with a dismissive attitude and only to be told 'its all very well you say we need to employ more staff but its takes 6 months to train them'
- when advised I was moving to a faster internet provider and that sometimes had buffering streaming to my smart TV was told that it wasn't possible to use a smart TV, even though I had been using one with their service for 3 years! Again tone of member of staff was rude and dismissive and treated me like I was a bit stupid. They don't listen
- finally to top it off, I cancelled my direct debit when terminating my contract, which I advised them of. I have today received notification that they haven't been able to take payment of £4.52 for the settlement of my account and if no payment made within 14 days they will refer to a debt collection agency!!??
AVOID, TAKE YOUR BUSINESS ELSESWHERE
- Location
-
- Location
- Halifax
- Reviewing
- Plusnet
- Date
- 2017-02-02
- Location
-
- Location
- Plymouth
- Reviewing
- Plusnet
- Date
- 2019-05-07
- Comments
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This is a terrible company would not recommend at all! Paid upfront for my service which when it was due to go live it never happened phone the customer service team they told me it would go live the next day and here we are a week later still with no internet and just been told my order had been cancelled... not by me but somehow cancelled! And I would have to wait another 2 weeks before any progress
- Location
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- Location
- SE Wales
- Reviewing
- Plusnet
- Date
- 2016-05-27
- Comments
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HORRENDOUS. Plusnet need to be investigated by Ofcom for numerous reasons. They have not supplied the contracted speed (sometimes speed has been close to 0). We spent HOURS on the phone with them messing us around to get an engineer out to confirm (yet again) the speed was still (since the day we took out the contract) under the contracted speed. They don't document everything on their support tickets if it doesn't suit them (trying to hide from Ofcom when complaints are made?). We had to fight to get confirmation from Plusnet that under Ofcom's Code of Practice we could be released from the contract with no costs. They are now trying to charge us (which they won't get away with) Their customer service is terrible. They pass you around in the hope you'll disappear. They give incorrect information. They don't do what they say they'll do. AVOID AT ALL COSTS.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2020-10-18
- Comments
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Utterly disgusted with Plus Net. I have been a customer for a few months and having serious issues with the WiFi dropping out about 3 or 4 times a day.
Have lost about 4 hours on the phone trying to get the problem resolved over numerous calls and emails.
Have decided the only option I have is to leave and they want to charge me £130 and are not prepared to waiver any of the fee as they don’t guarantee WiFi connection.
I’m literally sat next to the router and it doesn’t work so I do not think this is good enough.
Don’t have a problem that they can’t resolve the issue, just have a problem they won’t let me leave without massive charges! Repeatedly telling me that 99% of their customers are happy does not help. If that was true then surely letting the 1% such as me leave without penalty would not be too detrimental to their business.
- Location
-
- Location
- Greater Manchester
- Reviewing
- Plusnet
- Date
- 2021-05-21
- Comments
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Service provided is intermittent, working then failing for few minutes to hours or even days at a time. No issues with the line.
Been a customer for 9yrs and the service was once very good but has become very poor in the last 2yrs.
Renewal email not received and automatically changed my tariff to a much more expensive cost for exactly the same product being sold for less than my contract was initially, but I get irregular service...? Surly I should be on a better product at more than £12 monthly increase to the product on sale or what I was originally on considering I'm a "valued customer", but no, instead I'm subjected to abusive, ignorant and argumentative customer service advisor telling me my email settings must be sending their correspondence to junk regarding change of bill even though I receive their monthly bill's and junk emails on various offers to my inbox...very convenient for them. Instead of apologising for the missed communication (probably failed to send with one of the regular internet outages) the customer service rep was aggressive in his argument that he and plusnet were right and I was wrong and clearly wasn't a rep who stands by plusnet's own slogan "we'll do you proud"...sorry plusnet but I'm no longer proud to be your customer and so I've now cancelled my line rental and took my business elsewhere, hopefully I'll get much better line connectivity and customer service as a whole. I for one will no longer promote plusnet as a good all round service when I've received no service this time and as a once long time customer, I'm appalled. Be warned, dont take their awards as a guarantee to good product or customer service, it certainly wasnt award worthy what I experienced, but then again I was already paying and not a new customer so I guess I no longer qualify for the quality customer service experience they claim to have.
- Location
-
- Location
- uk
- Reviewing
- Plusnet
- Date
- 2018-01-05
- Comments
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Very intermittent speed. Even worse at peak times. I have fibre optic broadband and live about 6 yards away from the BT fibre box. I was with Sky and I can't wait to go back with them. Do not go with these people
- Location
-
- Location
- cramlington
- Reviewing
- Plusnet
- Date
- 2016-06-13
- Comments
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Just signed up for two years and the fibre speed is half of what sky speed was. Pease just stay away. I will never use PlusNet again
- Location
-
- Location
- yorkshire
- Reviewing
- Plusnet
- Date
- 2015-03-23
- Comments
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Fellow buyers, Avoid. Plusnet (minusnet) it’s just BT, and BT has always been a horrible organisation. I am an ex BT customer of the past. BT sells out is customers privacy, so hand over your mobile they will just hand it on!. So in terms of Minus net BT net combo you can expect the usual BT service run around, website answers nothing and gets nothing fixed, when it goes wrong means you sit in all day waiting for the van that does not arrive from bt openworld!. Plusminus net customer service is lower than low, low speed internet low reliability. I sent a letter via recorded to cancel, but there service just keeps on going so do the payments taken via direct debit, it’s not theft if they didn't get the recorded delivery sign for letter. Actually its theft! It was signed for!!!!
More than 6 week’s notice to cancel. Please don't get sucked into the BT -plusnet low prices, you get less than you paid by far.
Try this for service I phoned XILO spoke to Matt, three rings, emailed Matt response within 10 minutes and i can email matt directly. Plusnet phoned for help 25 minutes to a monkey answering the phone followed by the BT run around, emailed plusnet in Jan 2014 i am still waiting now. had to use the postal service at least it only takes weeks!!!!!!!!!
Since plusnet put the price up £25.26 a month for a horrendous BT service sold to me by plusnet, i looked at IXLO you know the chaps who answer the phone and email they charge £26.78 for the same service, good god with customer service for a £1.52 increase, matt is not a staged monkey, a real person answered the phone and email, got my information within 20 minutes, he didn’t insult me with links to his web site, he responded like a human.
So summarise if you read this and still went with plusnet you deserve the rubbish they offer, i am not selling IXLO just so cheesed off with rubbish net that I am trying IXlO, the reviews are great and you can test the response yourself, try find and email address on the plusnet site. If you found this helpful do a review yourself good or bad its a great help to me to avoid the Plusnet/BT horrors.
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2016-09-03
- Comments
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Shockingly BAD company to deal with.
Wish I never changed from Sky and will be returning asap. My internet speed is so intermittent and slow it beggars belief.
Their customer service is appalling, there only solution to slow speed is to offer fibre and from what I've read that's no better.
Don't be misled by the tv adverts, it's cheap for a reason, it's rubbish.
- Location
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- Location
- S. Wawickshire
- Reviewing
- Plusnet
- Date
- 2019-11-15
- Comments
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It must be getting close to 2 years that I have been unble to access my bills on line via my prefered browser, Firefox. In the last 6 months I have been able to view them as long as I change browser!! I have raised the issue countless times just to be fobed off with 'we are working on it'. Really, for 2 years!
Also, evey evening my braodband stutters and freezes, I can only imagine this is due to high demand. However, this too has been going on for a VERY long time...surely they know how much demand will spike and at what times,...can't they plan for it!?!
I am about to change suppliers, and HALF MY BILLS in the process.
Plusnet get your act together, you have steadily increased your prices but the service levels haven't improved in line with that. I'm off.
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2020-10-09
- Comments
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I was due to be connected yesterday afternoon. I stayed in as I was told if there was a problem the engineer would need to visit the house.....no one called at the house so assume the connection went ahead as planned. I still have no dial tone. I can't test if I have broadband as the router has not arrived yet. I have made numerous attempts to call customer service for an update but can't get through, their text chat is also disabled. The only line I was able to call was for cancellations. That was handy as I was able stop this madness before I was locked in to a contract. I don't know what award they have been given, but I can think of a few...none of them pleasant. AVOID this supplier.
- Location
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- Location
- West Cornwall
- Reviewing
- Plusnet
- Date
- 2021-01-11
- Comments
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No active broadband since early December.
Service on and off.
Appalling customer service.
Manager call back never happens.
Waste of BT engineer’s work time.
Cannot wait to leave this useless company
AVOID
- Location
-
- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-03-21
- Location
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- Location
- Scottish Border
- Reviewing
- Plusnet
- Date
- 2017-05-24
- Comments
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Two months after my contract has ended I realised some changes in my direct debit payments. I have not received any email notifying me that the contract is coming to an end. After I spoke with various agents and beside the facts that the calls were hung up few times and I had to explain the whole thing over and over, I decided to put this into a complaint and in writing. After I discussed this with citizen advise bureau, I was advised that I must have been notified by the service provider well in advance about my contract coming to an end and I must have been offered the choices to whether carry on at an increased amount or renew the contract. The changes to the direct debit must have been done with my authorisation. I was advised at the beginning of my contract that I'll be communicated through my email address whenever is needed to do so. I have cancelled my direct debit last week, since then I have been sent 5 emails in 4 days. So what I do not understand is that only whenever Plusnet is chasing a payment, numerous emails are sent to the customer. I put this into complaint but I have not heard from them yet.
- Location
-
- Location
- East Anglia - Norfolk
- Reviewing
- Plusnet
- Date
- 2015-08-30
- Comments
-
To many stars, would prefer no stars!
I joined Plusnet in Aug 2010, at first they forgot to connect us..but after that was sorted things seemed to settle...they increased the limit as we needed...had family and friends join. Paid line rental saver... But in the last 12 mths it just became terrible, unable to use our Wifi, had to hard wire items to use service, streaming HD didn't happen, PS gaming, Xbox etc continually failed, headphone dropouts, gamers flickering all over game play.
After CS, just wouldn't read, or listen...I am now unable to speak, due to medical condition- internal bleeding/disability. Agents would CALL to discuss errors reported. Depsite being told I was unable to speak, as the account holder this became an issue.
Recorded Calls, provided evidence of this abhorrent behaviour. My direct debit mandates were cancelled, they requested or called to obtain cvc number on account card, supplied as secondary payment source.
Plusnet withheld refferal money, for friends who joined.
When we noticed the other devices and services in our cul de sec, BT was most common, when my hubby chatted with the neighbour with BT service..he was shown up to 10mb... When we were unable to get 2mb.
Plusnet started to get shirty, when I requested increase in gain, or investigating the local exchange. Left rude kurt message on my message answer machine, declaring I was getting best service options in my area. Now being rural, was the issue.
I got a MAC code in April and assessed ALL options, making it very very clear I was leaving after 5 years!
On May 2 2015, it was agreed I would leave Plusnet without consquence on 19th May 2015. My unused services would be refunded. As agreed by CEO office and Excecutive Relations.
However, as of 2 May 2015, Plusnet issued me with bill for £86 early termination, as well as £30 charge. As Plusnet had finally removed international calling, I had repeatedly requested it removed from my plan since September of year before! I was told to do this online, but that would modify my plan, in adverse way. So, when they removed international calling, they set my account up on new 12 mth telephone contract!
I rasied incidents and asked why? Was ignored, but payment continually demanded. Chat refused to action anything... I was asked repeatedly to call.
Then 13th May (6 days before switchover), All broadband services ceased at 21:30hrs? My hubby tried to contact CS, no answer in phone queue for 34mins.
When contacted Plusnet revealed the provider tag was removed and there was nothing to do but refund my monthly payment taken from my bank 11th May 2015.... Now Aug 2015 and still no refund. Also, until new provider tag was fitted I was without Broadband, so was unable to pay my employee online, couldn't use Netflix, Amazon or SkyNow or any digital service? And importantly unable to order prescriptions, medications or groceries.
I did raise issues with OFCOM, whom devolved the Plusnet responsibility to myself and allowed 5 days for them to contact me. They FAILED, Then again until I was referred to CISAS.
I supplied evidence and my version, Plusnet Provided theirs... The adjudication ruled in my favour and Awarded £150.00 plus refund of payment from 20th May to 1st June at rate £1.03.
PLUSNET FAILED THEIR DUTY OF CARE. Calls made by my carers, were ignored as PLUSNET insisted I verbally give approval to discuss my account with carers or husband!
The cheque arrived early Aug as instructed by Adjudictor.
However, the 13th - 20th May is still outstsanding and will be filing online with HMCS, against Plusnet. As well as publicly making recordings of calls to and from Plusnet available.
Plusnet runs on oldest tech available to provide service, it cannot compare to newer services, and depsite overseas callcentres, chat options are available with my New provider.
The problems Plusnet have, are ignored repeatedly.
Only wish we did have to use stars to rate, as Plusnet deserve none.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-09-05
- Location
-
- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2015-12-17
- Comments
-
Customer service patchy, some people are very good, then again some are terrible but most annoying are the phone waits , up to 40 minutes is not uncommon, speed is slow and unreliable so sadly i m having to ring them frequently, cannot change till end of my contract apparently so i pay a lot for very little, they give better rates to new customers and dont look after long standing excisting ones so will change as soon as i can
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2018-11-03
- Comments
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Wouldn't even recommend this broadband. They are so sneaky it's unreal! Transaction was taken automatically out every month (as suppose to) We believed they were still receiving these payments but they left it a whole two months to say they haven't received these payments we found out because they turned the broadband off..took it straight to a debit agency..without sending a letter not even once to give us notice or warning us..as we could of resolved this and made payment.. But as we didn't know we couldn't stop this going to debit agency. I took this higher to speak to their manager.. All they said they sent email (before I singed up with them I said I don't use my email)..but still required for my email. Funny enough once I spoke to their manager about how its not been doubt with in the right way or warning and stated how I didn't even receive a letter.. Yesterday 2/11/18 I got a letter from them (as I said I should of recieved a letter on first payment that weren't done) they sent one which explained yesterday that I was sent to debit agency and my bill was 300 and something pounds.. This letter has no date on it what's so ever so they've clearly covered there backs as every letter you have from company ALWAYS has a date on.. I'm appalled their are better broadband company's out there and this definitely isnt it. (I've had to write this on here for my mother as she didn't use technology.. She prefer the letter stysem way)..
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-02-28
- Comments
-
Broadband is irregular, cutting out every few minutes.
Even after finishing the contract they want nearly 30 pounds extra for leaving their service. Very unhappy.
- Location
-
- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2015-07-02
- Comments
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absolutely disgusting, we have been waiting since October to get connected it is now July and we have been paying them since October, they keep saying update next month think they are just messing us about taking our money
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2021-05-10
- Comments
-
Worst internet, I would not go near them, and when we complained they basically bullied us into dropping our complaint. Thankfully BT were willing to buy us out of the extortionate cancellation charges. Do not go near this company if you rely on your internet for anything.
- Location
-
- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2015-03-31
- Comments
-
Worst customer service I have experienced with a broadband company. I move fairly often and have tried several broadband providers. Plusnet are without doubt the worst for customer service: super-long wait times (30-45mins) for their cancellation service only rubbed salt in the wound.
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2022-03-08
- Comments
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When contract came to end they doubled price to over 62 pounds so cancelled as I went 8 days into a new month they charged me a full month fir 8 days usage
- Location
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- Location
- stockton on tees
- Reviewing
- Plusnet
- Date
- 2021-05-20
- Comments
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i paid up in full and there router failed and they would not fix it so i joined another company and without telling me they reported me to arvato saying i owed the £240 pound for a cancelation fee they aer the biggest crooks i have ever been with
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-07-17
- Comments
-
Worst experience ever. I would not recommend this company to my worst enemy! Ordered broadband but have cancelled the order as there was no movement on the order for 17 days! Trying to contact their provisioning team is impossible, you can't chat only phone - tried to call on three occasions but gave up after 40 odd minutes each time, these calls were made at different times of the day. The customer service team has no interest when you contact them just kept referring me to provisioning team, aaah! When I said I wanted to cancel the order this was done straight away, no effort made to sort the problem, has Plusnet taken on more than it can chew? Now all I am waiting for is my refund, of course this could take up to 5 working days unlike when I placed the order the money was taken immediately. "We'll do you proud", in my case Plusnet failed absmaly. Thanks for letting me rant :)
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-09-27
- Comments
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I went with this company as the promote their "customer service". The truth was that their customer service is TERRIBLE. Cannot get through by phone (too long to wait), not available on Chat, never answer Tweets and no email option available. They lie. Their customer service phone-handlers know nothing about broadband. All in all, bad and even worse for the fact that I was expecting something better.
- Location
-
- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2015-04-04
- Comments
-
Plusnet is an absolute joke they can't even provide stable internet near lincoln, Unfortunately we've been with them for 5 years becasue their cheap, and boy does it show, slow speeds at non peak times, disconnects at non peak times, no internet at all recently because someone on plusnets end decided they'd like to fuck around with the IP values or some shit on their server as a going away present.
Thanks plusnet for your cheap service your long waiting times your disconnects at non peak times your unstable bandwidth and your audacity to claim that the reason you are unable to meet my expectations is because you don't have the resources of a large company.
- Location
-
- Location
- Warwick
- Reviewing
- Plusnet
- Date
- 2018-09-26
- Comments
-
I have never received customer service like this before. Ordered broadband for 12 months at discounted rate by paying in one lump. Continuous string of delays and fob offs that the broadband can't be set up. Phone line was set up quickly however, and Plusnet wanted to charge for the phone line over the six weeks without internet. A very obnoxious customer service agent shouted at me on the phone to tell me that I have to pay for it, whether I wanted it or not. Even though I only needed line rental for the broadband, and their welcome email stated that they would be set-up at the same time. When I cancelled the order and went to Sky (who were very good and set me up with good service in less than two weeks with a price match), they didn't pay my refund. Everytime I contact them, I receive the same string of excuses as to why they haven't been able to pay. They have been sitting on my £200 for 4 months now, and I still don't have it back. They are very difficult to get hold of - you have to sit on hold for a long time, and when you get through, the person answering the phone doesn't have the information needed to answer you and simply opens an online 'question', which repeatedly gets put on hold for a week at a time. I have had to go through my credit card provider to claim the money back from them, as I have had no success myself, and feel like I am banging my head against a brick wall. My advice - do not touch this company with a barge pole! Go to Sky instead - they know how to speak to their customers politely as well.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-09-23
- Comments
-
For a company that advertises their great customer service I have honestly never experienced worse. On average 40 minutes wait time to speak to someone in customer services, all just to change an address. Horrific service
- Location
-
- Location
- New Galloway
- Reviewing
- Plusnet
- Date
- 2019-10-21
- Comments
-
Plusnet give me terrible broadband speeds, but their customer service is ok, they help me, ONLY BY PUTTING ME ON HOLD FOR ABOUT 3 ******* HOURS, I will be changing isps as well, don't go with Plusnet or John Lewis Broadband who also use Plusnet.
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2019-07-12
- Comments
-
With the introduction of broadband, we can now enjoy stable internet connectivity right?
Wrong. Plusnet have a bad habit of ignoring customers who complain about unstable internet. Even when they're given as much technical information as possible, they're still not willing to listen to you and rely solely on their primitive remote network tests.
They dismiss anything you say, and I was told repeatedly that a broadband that drops occasionally is a "standard occurrence".
WHAT A LOAD OF TOSH.
I have since exited by Plusnet contract, and moved to a far more stable provider.
You should know, if they have not resolved your issue within one month of it being reported - you can exit your contract without any early-exit fees. Something you will need to remind the customer service officer on, but stand your ground and it will seemingly disappear.
- Location
-
- Location
- New Galloway
- Reviewing
- Plusnet
- Date
- 2019-11-03
- Comments
-
Recently signed up to Plusnet, was told broadband would go live on the 2nd of November, I called them and was told 3 different things, then called John Lewis Broadband who told me to use PLUSNET router until 15th, phone line should switch over then, DO NOT USE PLUSNET!
- Location
-
- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2017-03-29
- Comments
-
The broadband overall can be ok and pretty fast but it's highly annoying when your trying to send a online message and it fails to send about 10 times and end up restarting your phone!! I find it very unreliable and never know when it may happen, then when your on video call to relatives and you move to another room and you disconnect. I wouldn't recommend in my opinion!!
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-04-08
- Comments
-
Absolutely shocking customer service. Incompetent
- Location
-
- Location
- Llantrisant
- Reviewing
- Plusnet
- Date
- 2021-11-03
- Comments
-
The worst broadband provider - avoid at all costs .
Internet keeps going down - plusnet tried to change frequency, sent a new router (just as useless) and still the service keeps dropping .
Working from home both days and nights - and service drops overnight , yet no support to get this back up as they close at 10pm.
Have called several times , yet because it’s not dropping often enough (they say) I would need to pay £180 to leave .
Avoid avoid avoid !!!
- Location
-
- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2021-10-13
- Comments
-
The issue that I have experienced was: Had no Internet for a week
Rang several times and basically been told tough luck they can't do anything its BT
The Internet has gone down I work from home and have been warning them for days that this Internet connection is causing me to drop important social emergency calls and I will be dismissed if it continues.
I have now lost my job, the Internet is still not fixed and plus net are refusing to let me out of my contract or even stop charging me for a service they dont provide
AVOID AVOID AVOID AVOID
- Location
-
- Location
- Llantrisant
- Reviewing
- Plusnet
- Date
- 2021-11-03
- Comments
-
The worst broadband provider - avoid at all costs .
Internet keeps going down - plusnet tried to change frequency, sent a new router (just as useless) and still the service keeps dropping .
Working from home both days and nights - and service drops overnight , yet no support to get this back up as they close at 10pm.
Have called several times , yet because it’s not dropping often enough (they say) I would need to pay £180 to leave .
Avoid avoid avoid !!!
- Location
-
- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2020-08-19
- 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.