3,751 Customer Reviews over 94 pages
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2017-08-09
- Comments
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An unbelievably awful company to be with. They first got the tried to connect me a month after I had informed them on my move. Hardly any zoology. 6 weeks in total to finally get my broadband. Now after having broadband for 2 weeks I have just been told the reason my Internet didn't work because for a reason unknown to them it has been ceased. I would love to leave plusnet but have been told after all the nightmares I gave had with them that I would have to pay off the rest of my contract and pay a leaving charge. Disgusting.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2020-02-20
- Comments
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Awful customer service; refused to accept that my bank account numbers were mine (doesn't quite match?). Waited for a manager to call back - never happened.
Nearly two months to close my account and they still haven't done it or refunded me - will never be with them ever again!
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-11-21
- Comments
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Very poor Customer Service (CS). Was sent an e-mail saying that I had an 'appointment' for an engineer 'to visit my property'. Took the day off and waited. When no-show I called PlusNet and was cut off once and hung up on by 'new business' (who are helpful until they have their bonus..).
Anyway, apparently this e-mail was misleading and the engineer just has to visit the cabinet so I have wasted my last day off of the year. Let's hope the speed of the broadband is better than the CS. Very poor.....
Note that call waiting time was 15 mins (apparently, like everyone else, they are experiencing high call volumes (then GET SOME MORE STAFF,,, typical big Company in UK)
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-02-13
- Comments
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Was expecting big things with this company!!! Thoroughly let down still no broadband date keeps getting put back - I've made so many phone calls plusnet blame BT as there provider and BT came out and said no reason why broadband can't be switched on -between myself and my husband we've both taken time off work unpaid for an engineer to call -absolutely fed up and our daughter can't get online to revise for upcoming exams- wish we had stayed with our last broadband provider - so stressed out with this company and very angry
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2019-10-21
- Comments
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I'm now into my 6th year with Plusnet and am now running out of patience with them. Renewing is always a big hassle. Every year they mess up my renewal. I have to negotiate to get a decent deal and then they get some part of it wrong, overcharge me, and I have to wait months for them to rectify their mistakes. They did the same this year and after I thought the first error had been sorted I now find that they have not included mobile call in my package as I have been charged for these calls. The emails they send are as clear as mud and there are invariably long delays if you phone.
Next renewal I am DEFINITELY shopping around!!
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2023-03-24
- Comments
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Worst customer services.
The staff have no clue.
I can only describe this company as COWBOYS
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-06-15
- Comments
-
worst decision of my life to join plusnet. Worst customer service possible!!
- Location
-
- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-12-05
- Comments
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The Charges and different things you get told every time you have to call customer services don't ever match up. It takes on average 27mins to get through to anyone, Just to be told that there will be more charges. They all need some more training and the lies, it is not the law not to freeze an account it is just your policy. Don't say things that are not true. Would never recommend plus net to anyone EVER
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2020-07-27
- Comments
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Attempted to switch to plusnet because my dumb a** wasn’t smart enough to read any reviews beforehand and I just went with the cheapest one on Martin Lewis’ website. MISTAKE.
Plusnet adverts started popping up on my Facebook due to the cookies, and let me tell you something... the problems I had are EXTREMELY CONSISTENT With the comments other people were leaving on these adverts.
1) the switch just doesn’t happen. They say it takes 2 weeks but let me tell you what happens after 2 weeks: nothing. No communication and no switch and no router. (An overwhelming number of customers reported the same thing although some had received a router that wouldn’t work yet).
2) calling the customer services about the inevitable problem you’ll have will take OVER AN HOUR... and that’s it you ring at a quiet time. No joke. It took me 63 minutes and that was mid morning. There’s also no other way to contact them about issues.
I understand that Facebook comments to adverts are going to be negative... but if you don’t think it’s strange that they all say the same 2 problems then you’re just looking for an excuse to ignore the issues you’ll have by switching.
I think the ‘speed’ and ‘reliability’ stars are referring to the internet provided but since it doesn’t really exist for anyone wishing to switch right now I figured it didn’t make much sense to score it.
- 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
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2018-09-19
- Comments
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PlusNet is poor. The fibre speed was slower than regular Sky and the service was unreliable. i have had 5-6 BB providers in last 10 years and PlusNet are the worst. As a final humiliation, I left and they continued to bill me. I cancelled my DD and they started sending threatening letters and 'cut me off'. When they agreed the refund, they asked me to reinstate the DD and they simply took more money. They now owe me a substantive sum that I can't get back and have spent hours on the phone (usual 'we are experiencing a high volume of calls' rubbish). Award winning customer service, not!
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-08-16
- Comments
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I have been with Plusnet for over 10 years, have recommended friends to join in that period and have seen the changes.
Originally, their support lines were answered pretty quick and their support was 24/7, which was excellent.
Move forward to today. Plusnet no longer have 24/7 support as it is between fixed times now. One can understand this as a cost cutting exercise and I would be happy to let it slide, BUT (yes, it is a big "BUT"), if you try to call them now when you have a problem, not only is their service not 24/7, but THE WAITING TIMES NOW 15 MINUTES or more...
Heck, just today I called them twice, waited well over 15 minutes both times, got fed up and hung up.
This seems to be a common theme and for a company that I have sang the praises for over many years, I can no longer do this as their service really has gone to the dogs.
One could argue that there is now online chat and one should use that. I challenge you to give that a go and see the wait times on that also...
Plusnet, you used to be an amazing company and I couldn't sing your praises high enough a few years back, but what the heck have you done? You are managing to systematically kill a perfectly good working model.
I come from a corporate IT Support background and one knows that a company is only as strong as its weakest link, and guys, your new business structure model is pretty bad to say the least.
The broadband reliability and speeds are pretty good, so no complaints there, but good luck when one becomes stuck and needs their support.
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2019-10-07
- Comments
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Do not ring Plusnet. Thay were recommended on USWITCH site, and as I had a query I rang the contact Number shown on their page.
The call to 08451110093 cost me £11.34 for 16 mins worth of wait and a short conversation.
Disgrace to charge customer enquiries this sort of money. AVOID. This obviously a deliberate policy to milk sales enquiries.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2015-06-30
- Comments
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If I could give negative stars I would. I ordered their unlimited fibre, got a date for the engineer to call. No engineer turned up as the order hadn't gone onto their system. Somehow. So they order it again. This time the engineer date is booked (another two weeks to wait). To cut a very long, angry, frustrating story short, they ended up suspending my order, cancelling my current subscription with my provider (without my permission) and now I'm in limbo without phone or broadband for at least 10 working days. Only sign up with Plusnet if you want an experience and disruption from hell.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2019-03-21
- Comments
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When will I ever learn, read the reviews first...doh
Well I didn't read the reviews and went ahead and switched to plus net, what a huge mistake that was, even worse is that I am saddled with them for 18 months. Slowest broadband I can ever recall having, customer service should be renamed as waiting endurance test. Run a mile or for ever regret having the slowest broadband available.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2015-11-12
- Comments
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Couldn't tell you how good their broadband is because it's now 3 months after we placed the initial order and we still don't have an engineer date. Have been promised updates in 48hrs for months now. Have to keep telling them the same things over and over again and they still do not progress the order. Do not use. They are abysmal.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2017-11-03
- Comments
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Have been with Plusnet for 6 years now and have just moved house and not taken them with me. Every time I need to call them, I am told its at least 15 minute wait. I queried this on a number of occasions and the response was "There is a new call centre being organised that will help". I think they need about 30 calls centres as its a right pain to get through to them when you need help. eBay are quicker to get through to and that's saying something. I have absolutely no idea how they manage to rate highly on customer services but getting through to them has to be a zero star to 1 star. Over the years my fibre speed has degraded as well. Connection seems stable.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2014-10-06
- Comments
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Still awaiting fibre connection after 35 days. Rang originally for a migration number but coerced into accepting a new package. Once they have you signed up you are forgotten. One star is too generous to describe their service. Even their complaints website lines drop out when being used , the service is so slow. If you telephone , be prepared to queue and then listen to a scripted reply. Yes that have heard it all before but still have done nothing about it.
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2017-02-17
- Comments
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This Company don't even deserve a one it should be minus 100 this is the worst broadband provider I have ever experienced reliability is absolute zero loses connection all the time throughout the day don't use them. Asked for a refund as they have not provided the service that they contracted to do but got told no but I am going to try again.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
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Applied to change over to plusnet for phone and broadband. Paid connection fee and set up standing order. After hearing nothing for 10 days rang and waited 25 mins to speak to someone to be told the order hadn't gone live so would have to start again. Then 2 days later email saying order had been cancelled. Another 20 min wait to speak to someone. Eventually a month later phone went live but broadband didn't work. Now I'm trying to contact someone and have already been waiting 25 minutes! Absolute joke wish I'd not bothered! Avoid plusnet is my advice! 0 stars for everything!
- Location
-
- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-02-15
- Comments
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please AVOID this company. It is the worst customer service, broadband speed and reliability that I have ever encountered. I cannot even load a picture on face book !!! They won't do anything and I am tied in to a 18 month Contract. I am going to try and get out though, everybody needs to take it further than leaving a review on here, you need to take it to the consumer ombudsman, otherwise they will keep getting away with it !!!
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-02-16
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2017-05-10
- Comments
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Customer Service
Online chat - pointless - I went from 4th in the queue up to 7th (how does that happen?) then 6th and it stayed there until I lost patience and disconnected.
Telephone support - the people on the phone are great BUT getting through to them is like getting an appointment with the Pope. Ridiculously long waits
Broadband Reliability
Very poor - just had 3 issues in the last 3 months, had to take holiday off work to attend 'repair' as no broadband so could not work from home
- When I raised one of the problems they told me it was my router that failed so I either needed to upgrade my contract or buy one myself. It turned out NOT to be the router at all so only my escalating this to tech support that stopped my buying a new router for no reason
All round NOT top customer service
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-09-01
- Comments
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We have just switched to PlusNet from TalkTalk. What a big mistake. Customer service is appalling. We were without the internet for 36 hours. We had to keep calling the support desk and had to wait between 30 and 60 minutes for a response. When we still weren't connected after 36 hours, we called again and were told that we had been connected the previous evening even though the internet light on the router was still red! The customer service assistant said she would check and hey presto we wee connected. Appalling customer service in 2016
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2012-11-09
- Comments
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Having read a series of reviews about BT, Talk Talk and Plus Net, it's clear that every provider has at least some dissatisfied customers. I've been with Plus Net for nearly 10 years and their reliability and technical support has been superb in that time. Yes, we drop the connection now and then, but it looks like that's universal. I'm only considering a switch to get a better combined TV and broadband deal - as I read these reviews, I'm thinking change might be the worst thing I could do. Why mend something that ain't broke?
- Location
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- Location
- Cheshire East
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
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10 out of 10 for their excellent customer service. On informing Plusnet of a recent house move we were told there would be a 2 to 3 week waiting time before they could connect the new address to a landline and broadband. A few days later I contacted them a second time and spoke to a lovely customer service lady (Rebecca) who was very helpful. I explained the importance of the landline connection regarding the customers needs. I was informed that she would seek further advice and call me back within 20 minutes. before too long I received the call where I was given an update. Within a couple of hours I received a further call informing me that my landline had been connected and the date for the broadband connection had been brought forward. The customer service assistant (Rebecca) offered excellent customer service, was polite, friendly and seemed to go out of her way to help.
- Location
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- Location
- Cheshire East
- Reviewing
- Plusnet
- Date
- 2020-08-11
- Comments
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been through BT and Sky, both were rubbish, BT took 12 weeks to install and their customer service was terrible. Sky’s prices were ridiculous and their broadband was okay.
Plus net on the other hand is the best broadband provider I’ve ever used. Constant 40-60MB DL at peak time, never gone down apart from country/area wide outages and cannot fault the customer service. 10/10
- Location
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- Location
- Cheshunt, Herts.
- Reviewing
- Plusnet
- Date
- 2017-06-20
- Comments
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I changed from AOL to PlusNet seven years ago. I found the AOL service expensive and unreliable and the helpline was ineffective. I changed to PlusNet as it was a small company but with the backing of BT. I haven't regretted my change. The immediate difference was the cost - a third of the AOL charge - but other differences were the reliability of the service and the quality of the technical help - the helpline is UK-based and the staff are always patient and willing to be as helpful as possible. Because I am a limited user, for a long time I chose a monthly download limit but, following a 12-month reduced-price offer, I have recently changed to unlimited downloads. My one complaint is the download speed which is only around 3mb and may partly be due to the location of my router but according to Broadband.co.uk I can only expect a maximum of 5mb from PlusNet in my area. I find this just about ok for streaming services but slow for downloads. Overall however I am happy with the PlusNet service and I'm thinking I may at some stage upgrade to fibre.
- Location
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- Location
- Cheste
- Reviewing
- Plusnet
- Date
- 2020-10-30
- Location
-
- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
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Today is my first day as a plusnet customer. Previous Sky internet is off. Spent 40 mins on the phone with plusnet and spoke to 3 people before being told that the system decided not to send me a router and I can't use my sky router.
Lost a day of work today.
- Location
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- Location
- CHESTER
- Reviewing
- Plusnet
- Date
- 2017-07-26
- Comments
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Dealing with Plusnet is a bit like trying to win the biggest prize on a rigged fairground attraction, then wondering why you've ended up frustrated and skint.
One of the reasons I've looked forward to being back online, is so I could write this review!
As loyal customers, we had naively signed-up again with Plusnet, just prior to receiving the worst customer service we've had from any internet provider...ever.
Our router broke a week ago. Getting through to them on the phone was a task testing enough on its own. Waited up to 30 mins to get through. When we did make contact they promised to get a replacement out "within 2 - 5 days". That struck me as an unacceptably long and vague window, but unfortunately I'm not the account holder, so i don't call the tune.
Anyway, waited in the hope that such a large, successful company would be using a fast (24 hour) courier. Nothing after 3 working days, so we rang them again on the 4th day, only to be told they'd "had a problem with the manufacturer", and our box would be posted "within 1-2 days". This info was clearly deliberately withheld in the first instance. They are procrastinating liars, in my opinion.
Our new router arrived today - exactly one week after the old one broke down, so we've been locked out of the t'interweb for 7 days, thanks their inefficiency and holding out on us.
It's a shame, because you used to be able to ring them and speak to somebody directly within minutes.
They portray themselves as a good, old-fashioned, honest-to-God Yorkshire company, but they certainly don't deliver, let alone "do us proud" - as they so boldly claim.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
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Worst internet provider going. Constantly cuts out and when it is working download speed is a third of what we are paying for. Spoken to customer services on a weekly basic and they constantly refuse to do anything about it. Now given up and waiting for contract to run out. Best advice to anyone, pay more for a more reliable company who actually care about the service they are providing you with.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2018-05-17
- Comments
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1 month and 10 days without internet, and a poor customer service experience. Unable to take ownership of mistakes, unable to follow basic requests.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2020-01-28
- Comments
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Lots of trouble with speeds and now billing, customer services is the worst I have ever come across, avoid this company
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2018-03-22
- Comments
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Speed and reliability are fine but customer service is ZERO.
They have problems invoicing me from time to time (their fault not mine) and you CANNOT get hold of them on the phone to sort it out. There is no web based assistant you can contact and no email I can find. RUBBISH!
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2019-03-22
- Comments
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The broadband speed is rubbish in the morning at peak time - ie from 8am to 9.30am. The signal is extremely slow or non-existent, so apps like Alexa can't function and opening websites online takes forever. I never had this poor broadband speed with Sky and it had the same comparable speed. Landline phone works ok but what can go wrong with it? Also the downside is I have to pay extra if I want anytime day, evening and weekend calls. There's no offer of anything in between. When my contract runs out I definitely won't be staying with Plusnet and won't recommend them either.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-10-23
- Comments
-
Plusnet have gone from good to very bad.
Most nights i am unable to connect due to
the very slow speed.
Trying to bid on ebay is now impossible.
NOT HAPPY !
- Location
-
- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2020-02-24
- Comments
-
Have generally been happy with the service from Plusnet but problems started when I told them I was leaving for another provider. That was a mistake as my access to subscription channels was cut off immediately despite me telling them the change over date was nearly 3 weeks away. When I contacted support about this they were generally helpful but ineffective telling me the lost channels would be reinstated within 24 hours. They weren't despite contacting them four times. I told them I was paying the full subscription for the service I had contracted with them but they were not providing the service being paid for until the service transfer date they had been given. They said they would reimburse the cost of the subscription channels for 1 month but said they were unable to reinstate the missing channels despite being reminded that they could unplug the service immediately but not re-connect them for 1 month. I am stuck with this situation until the change over takes place and am being denied access to the contracted subscription channels.
I am not impressed.
- Location
-
- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2017-04-20
- Comments
-
Plusnet broadband works quite well but the TV leaves a lot to be desired, have the BT package but frankly it drops at least 20 times during a game so you constantly reset just drives you crazy will be dropping this service in fact my advice is don't bother the Freeview channels are ok but when you record you get broken pictures and the extra channels can't be recorded at all due to break up this could be due to broadband problems but since your paying for the extra speed you would expect it all to work.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
-
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.