3,751 Customer Reviews over 94 pages
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2015-12-22
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2014-07-02
- Comments
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The broadband itself was fine. Our shock was the horrific customer service. It took us two days, being cut off five times, and almost three hours on the phone in total to cancel our account because we're moving. Oh and also cost us £142. Shockingly, shockingly bad. Don't put yourself through it (after you're cut off the third time you near on lose the will to live).
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-02-10
- Comments
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This company is a scam, I have been paying for line rental I never wanted and it never actually worked. They have charged me for years for a product they never gave me but will they do anything about it? No. They charged me 98 pounds for 5 hours of international calls I had to make while my mobile and computer were being repaired and if I decide to leave they will charge me 2018 pounds. They are a scam and a rip off. The government sold of the phone lines which were a public utility and now we pay the price
- Location
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- Location
- Clapham
- Reviewing
- Plusnet
- Date
- 2018-06-09
- Comments
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Plusnet are a joke!
Worst service as people constantly hang up on you after you hold for 20mins....
no one wants to help - more interested to transfer the call around so you have to wait another 20mins!!!
Service doesn’t work- the router is constantly Orange!!!!
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-06-25
- Comments
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I had the same as another person giving a review. Bill went sky high, was told my contract had expired. I asked what offers there were if I renewed the contract. I was not happy with the offer and then was told they would throw in a 50.00 cashback. I was told by the lad renewing the contract that he would get the 50.00 sent off to me straight away. I never received any money back. Kept phoning, then told that it takes 60 days to get cash-back as this is done by another company. This was not mentioned when I renewed. I have had dozens of emails from Plusnet saying they had opened a question with regard to this problem.
I received an email from plusnet on 9th June 2015 saying the cheque would be with me within a week. I phoned on 17th June as I still had not received any cheque to be told they would open another question which would close on 24th June 2015. Today 25th June I phoned to say I still had not received the cheque only to be told an email with cheque details had been sent to the email address I was using with my previous provider????? They only took my previous provider email address at the initial phone call in 2014 when I wanted to change to Plusnet, and this was only because he said it would be a couple of weeks before Plusnet could connect me to their service and they wanted it in case they had to contact me prior to the change-over. Why would the cheque email go to an email address I havn't had for 15 months when they gave me a plusnet email address when I took the initial contract? And which they and I have been using since April 2014.
I am very dissatisfied with this company. I would not recommend them
- Location
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- Location
- NORFOLK
- Reviewing
- Plusnet
- Date
- 2018-09-14
- Comments
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Decided to change my broadband and phone provider and sadly did not research enough!! BEWARE of the rubbish they put out there. Connecting to the internet has been a nightmare, having to keep switching on and off to get any, the speed is snail pace and to top it all I had an email saying I had to top up my calls for my landline as I was up to my limit!!! What limit, I was not informed of this added expense and now find that I am paying £20 more per bill than I was previously, SAVING Oh YEAH!!! all the hype and adverts is a load of rubbish and I have been truly caught out. If I didn't 'top up' I would be charged more on top!! Hooked into a 12 month contract that I can't get out of without further expense. I am thoroughly disgusted with this company and how they operate and will be telling family and friends to avoid like the plague! BEWARE landline and broadband so called deals - RUBBISH.
- Location
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- Location
- Dudley
- Reviewing
- Plusnet
- Date
- 2017-11-14
- Comments
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Absolutely disgusting service from plusnet and I haven't even received any kind of service from them yet. 2 days of waiting around the house for a call out (after nearly 2 months of waiting) and after being promised an installation date they still didn't turn up. When I contacted THEM on their complaints line i got a dull response. Quick enough to take my deposit and my payments but still have no landline or broadband. Take your money elsewhere and avoid all of this s***.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-12-16
- Comments
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Plusnet has been the bane of my life from the moment I first had anything to do with them. I was bombarded with text messages and emails until they realised I had requested to cancel my order and they, therefore, owed me money. I haven't heard a peep from them since! It's almost as if they think if they ignore a problem for long enough it will just go away.I have been waiting weeks, if not months now for a refund. Communication and customer service is atrocious...do not touch this company.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2017-04-22
- Location
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- Location
- Coppull
- Reviewing
- Plusnet
- Date
- 2018-09-15
- Comments
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This company has some nerve charging over a fiver for their service. We switched from ee a few months ago and I've had to upgrade my mobile data package it's that bad. I have been taking frequent speed tests on ookla and IF it connects to the server I've only once in the few months I've tracked it seen it go over 5mbs on download. I pay for Netflix and Amazon prime and can't enjoy films on either because of the buffering, and if it's not buffering it's unavailable because the internet has dropped for the 3rd time in 30 minutes. I've tested speeds in prime time and low times and it's always the same. I see the little ! Next to my Wi-Fi signal more often than not.
I would call them dial up quality. But that would be an insult to dial up.
- Location
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- Location
- Huntingdon
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
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Seemed OK on joining, broadband no worse than other providers. But awful customer service when one years contract up. Only interested in new customers. Discriminate against hard of hearing people as won't put anything in writing. I'm going to a provider who will mail me.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-11-07
- Comments
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By far the worst internet provider that I have ever had the misfortune of dealing with! Dreadful connection, useless customer service and technical assistance with enormous exit fees. It is virtually impossible to get in touch with a human being over the phone without atleast 20-30 minutes on hold and even then the issue is seldom resolved.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2018-06-14
- Comments
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I have been with Plusnet for over two years after a lot of people warning me against it due to their customer service, I had no problems until this year. In April my broadband started dropping and the WiFi was really slow. I first reported this problem on the 19th April. I have phone logs and e-mails confirming this. I had this ongoing issue with the broadband until the beginning of June. I work from home due to mental health so having WiFi is essential, I expressed this to Plusnet time and time again. A lot of the time I came off the phone in tears as it was like talking to a brick wall. I had to work from the library which was stressful and expensive. I spoke to Plusnet on Tuesday to inform them that I was not happy that I had to pay for the time I didn't have any broadband. Plusnet replied that they could only refund from the 19th May as this is when the fault was first recorded. I couldn't believe that it had taken them a MONTH to even record the problem. If they had recorded the issue and tried to resolve it when I first reported it the issue could of been resolved 4 weeks earlier. That would have made my life A LOT less stressful! After a long debate on the phone they stuck with the fact they couldn't refund me anymore and when I asked why it had taken them 4 weeks to even report the fault they couldn't give me an answer "I don't know there's nothing we can do." I then asked to speak to a manager he replied with "we don't really have anyone you can contact." I am massively disappointed and I will definitely NOT be renewing my contract in July. Who wants to be with a company that don't care about their customers?
- Location
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- Location
- Gear
- Reviewing
- Plusnet
- Date
- 2014-10-27
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2019-09-06
- Comments
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The broadband was fine until I moved home. Was told my WiFi was having problems so I waited until they was solved, 5 weeks later I am told that broadband will go live waited all day and rang to say it hasn’t gone live customer services told me it was never meant to go live and there’s still problems with my broadband. Switched to sky and got WiFi within 3 days... there is no communication in this company and if you have problems with your broadband they have no idea how to fix it they will just keep you waiting. Avoid!!!
- Location
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- Location
- Scunthorpe
- Reviewing
- Plusnet
- Date
- 2021-09-25
- Comments
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Appalling service been using it for 1 and a half years, had too many issues that aren’t even countable. Everytime i ring nothing is taken seriously, a new old router is sent out and doesn’t work and all, have the wiring re done, an engineer came out and said they’d given us the wrong router and it never works, no wifi ever, would never recommend this service to absolutely anyone it’s terrible, can’t watch anything on tv because the wifi is never actually working.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-10-24
- Comments
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Speed about 20 on average and we pay for fibre, so pretty poor.
Connection drops about 20 times a day.
SkyQ needs good wifi, so does working from home or ebaying. No good for us. Just cancelling.
- Location
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- Location
- Sandhurst
- Reviewing
- Plusnet
- Date
- 2019-12-29
- Comments
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Faulty router, will NOT be replaced unless you start a new contract
Terrible customer services. My router is hissing, running very hot and smells and the customer services has acknowledged this as a fault and even said that they recommend it is replaced ASAP, but will only replace it if I start another 12 or 18 month contract with them. Terrible service, nothing but rudeness and attitude from the customer services people too. Avoid!
- 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
- Sheffield
- Reviewing
- Plusnet
- Date
- 2019-12-29
- Comments
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Completely useless provider, don't be tempted by the cheap deals! Broaband was ordered over a month ago and still nothing set up. I've had to contact them to hear anything and no one knows whats going on. Avoid at all costs!
- Location
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- Location
- Winchester
- Reviewing
- Plusnet
- Date
- 2018-11-21
- Comments
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everything else is irrelevant when you spend 3 hours on the phone for the simplest query. get Plusnet and you will regret it if you need any help.
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2021-05-27
- Comments
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The much lauded customer service is in fact a joke. I’ve been waiting 3 weeks for a resolution to my problem only for them to now start the same (unsuccessful) corrective action as last time. The hardware is poor so expect frequent loss of signal if you are unlucky enough to be tempted to sign up
- Location
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- Location
- High Wycombe
- Reviewing
- Plusnet
- Date
- 2019-02-28
- Comments
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Internet went down for 12 days, had to make 5 calls and was spoken over many times. Promsed calls back which never happened. Then basically say tough luck, see our term and conditions. I woudl pay more and get someone who is prepared to act like they advertise.
- Location
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- Location
- Bedfordshire
- Reviewing
- Plusnet
- Date
- 2016-11-25
- Comments
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Avoid if you are on a long line. Had years of reliable 3Mbps+ service from Demon Internet when I changed to Plusnet (for unlimited downloads). After six months is started dropping out with "LCP down errors". Two Openreach engineers and eight ADSL modems later I can hold onto a 2Mbps connection. And now it is costing me £30 to cancel this rubbish service (our village has been forced to organise its own internet provision).
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
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Shocking experience with Plusnet. How on earth did they win any customer service awards? Long waiting times (up to 60 minutes quoted at the weekend) and countless pointless conversations with their unhelpful customer services teams over the phone and twitter. I'd love to leave them, but their cancellation charges are extortionate! I pernsonally find it offensive that they have the cheek to use the tag line "we'll do you proud". They've far from done that! Think twice before joining them, as I'd liken trying to resolve a simple issue to banging my head against a brick wall. I've wasted 4 or 5 hours now trying to resolve a simple issue that could have been resolved in 5 minutes on the first call. Reading through online reviews, it seems there is a pattern of terrible customer service. Shameful!
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2019-10-21
- Comments
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Ping variations, slow upload & download speeds, cut outs, a router that can barely reach 1 room away... you name it.
Plus net should be liable for false advertising because not only is the service disgustingly bad but the customer service is one of the worst out there.
I feel for the poor internet engineers that plus net send to us because they’re convinced it’s a line fault. Every engineer says it’s fine, “it’s plus net that’s the issue” and plus net customer service just run around in circles. This is the least reliable internet service out there.
Months of issues and ringing plus net constantly lead us to this conversation:
C: “I’m sick of having to ring you constantly”,
PN: “Well I can see you’ve used over 500GB this month”,
C: “I pay for unlimited download...”
PN: “yes”
Plus net ran out of excuses so flipped to blaming me for using the service I pay for, my job is in technology.
I could honestly write an essay longer than my Master’s thesis in how wrong and bad plus net are. DO NOT USE THEM
- Location
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- Location
- Market Harborough
- Reviewing
- Plusnet
- Date
- 2019-02-20
- Comments
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Been with plusnet for years, we are in an area they class as low speed, all providers agree. So we stuck with them but their customer service now is terrible. Long queues to speak with anyone and when you do finally get through you are told that a change in some system or other is causing problems. I am over charged then ring up for a refund only for it to happen the following month. Will leave once this contract is done.
- Location
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- Location
- yorkshire
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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I used to get a regular 7 meg plus speed. I now get 5.3 at best. They claim nothing is wrong and blame an extension lead that I DO NOT HAVE. Likely to change ISP very soon.
- Location
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- Location
- worcester
- Reviewing
- Plusnet
- Date
- 2020-08-28
- Comments
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utterly rubbish customer service - will start billing you straight away and then take 2 weeks to activate your line.
uk call centre maybe but good luck in speacking to someone to get action
avoid like the proverbial plague if you want to retain your sanity
- Location
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- Location
- Trystings Close
- Reviewing
- Plusnet
- Date
- 2012-04-14
- Comments
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Old fashioned very poor speeds, often reduced to similar to the old dial up speed. Used to be much faster but has slowed down in recent years.
Thinking of switching to Virgin.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2016-08-31
- Comments
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I switched from BT to PlusNet years ago, due to BT's appalling Customer Service. Now I find that PlusNet have gone the same way, even if they do have a UK call centre. Time to move on <sigh>.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-09-22
- Comments
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DO NOT SIGN UP WITH PLUSNET!!! If o could make it bold and bigger text I would. They worried ok and then couldn't provide me with a service at all. When I cancelled they attempted to charge me a cancellation fee for a service they can't provide! They are now try to chase me through debt collection agency. Customer services not interested. Don't make the same mistake- you have been warned!
- Location
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- Location
- Hampton
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Comments
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23/07/2016
AVOID AVOID AVOID.
I think that probably Plusnet is under new management.
They keep increasing prices,while decreasing speed.
I pay £38 for 50MB and I'm getting only 10MB. This is for their "fibre" broadband. This will increase to £40 in September.
This is not the only problem, they had better service year ago.
From one month I'm experiencing constant disconnections. The packet loss is unbearable, you just can't do anything without being cut-off mid point.
After numerous calls to them, which approximately last 50min of waiting time before you get connected, problems cannot get solved.
They also scammed me at the start adding phone charge which I did not order, but as it was small font in the confirmation e-mail. I did not read it and 14 days cancellation time passed. So I was stuck paying them extra and I even do not have or had physical landline phone in my life.(lesson learned)
Their customer service is doing everything to get rid of you as fast as they can. They won't talk to you,they just speed talk to you with standard sentence added to each previous "is there anything else I can help you with?" Which basicaly indicates that customer service is getting £ bonuses on the amount of people they handle,not the amount of problems they help with.
Once again AVOID THEM, if you want to have reliable internet, go somewhere else.
- Location
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- Location
- newport
- Reviewing
- Plusnet
- Date
- 2019-04-17
- Comments
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very good service best ive had been with them over 6 years now never forget what talk talk was like. been thinking about changing to zen as they are offering 130mb speed
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-02-28
- Comments
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Stay Away from this Company!!
Unfortunately I have joined this company since October 2017 and Since then I don't have WIFI. I have tried more than 15 times to contact the company but the waiting times was killing me(waiting time around 20-30 minutes in the best cases)so during these three months I was Paying for no Service, Finally I succeed to get in touch with the customer service which doesn't know anything about customer service actually,
I have spoke to three of them member staff whom they were absolutely rude by all meaning of word not helpful and didn't try to solve the problem. they are not honest as well and denied to have any engineers in the company and when i insist to send me one, the told me will be extra charge of £65.00.I refused that as it's them obligation to solve the problem without any extra payment.they are completely not professional.
Now the problem with WIFI still exist and no one care to help me, they just taking your money.
if was possible to rate this company (0) or even minus I will do so as it's the worse company I ever had in UK.
useful advice stay away from this company,Finally they should call it PLUS SHI... NOT PLUS NET
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2020-02-07
- Comments
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Plus net throttle you.
If you are a gamer or need a stable connection for your job (like me), anything more than a 3Mbps usage and they throttle you, even with an unlimited plan. To put that into perspective, that's watching a video in 480p, connections in the 90s were of a better standard!
Plus net have sent engineers round to 'fix the issue' (who all agree with me how bad plus net is), however this issue can't be fixed by new wiring or anything, it's their service system that actively discourages you to use the service you pay for.
Despite Plusnet having no kind of usage limits and promises to not throttle customers, they skirt around this by increasing ping and ramping up and down the upload speeds so the download speed (the one normal people pay attention to) seems to be fine when they are in fact throttling your connection. Absolute disgrace, I will not be back, an extra £10 a month for dial up would be more reliable and better value.
Beyond throttling, customer service have no IT knowledge and the longest wait times of any service I've ever used. Their WiFi router is prone to over heating and has a terribly weak signal, 2 walls or 10m of free air is enough to stop the signal, this doesn't provide a good connection for a flat nevermind a house.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-04-27
- Comments
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Router keeps disconnecting and getting worse by the day.
- Location
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- Location
- Maidenhead
- Reviewing
- Plusnet
- Date
- 2019-07-30
- Comments
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Very reasonable pricing and a very good steady service on fibre.IF there is a problem you can speak to a proper English speaking person who knows what they are talking about and will help!
- Location
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- Location
- Teeside
- Reviewing
- Plusnet
- Date
- 2022-07-03
- Comments
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Don't bother.
They will make promises they don't keep. Then when u complain all you get is argumentative staff and don't get your complaint resolved. Customer service at its worst
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
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Is this attempted theft?
Having paid £225.83 up front for a year's worth of line rental with Plusnet, after thought (and some truly terrible customer service), I decided to cancel the contract two days later. I was assured cancellation was complete along with a full refund. 28 days later, not one penny has been returned!
Worst of all is, if I had not checked my credit card statement, I would not have seen that the money had not been returned, in which case, would I have ever have seen my money again?
Have Plusnet contacted me - even once- about this issue? No, of course not.
Take what you will from my experience, but I'm not going anywhere near this company again.
- 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.