3,751 Customer Reviews over 94 pages
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- Location
- Northants
- Reviewing
- Plusnet
- Date
- 2019-04-24
- Comments
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OK - this is an honest review - I was going to join Plusnet(PN) BUT BT at the last minute offered a better deal. But only after I had paid a deposit to PN. I requested a cancellation and PN were verbally perfect... This was in March - 5 weeks later I am still waiting for a refund. Today I was told it would be another 2 weeks and sent as a Cheque (add on another week for it to clear). So in total it has taken over 3 hours of me chasing and nearly 8 weeks to claim back a refund from them!
I will NEVER move over to Plusnet and will never consider them in the future - they have sat on my money for nearly 2 months and I have been passed pillar to post in trying to get it back.
How are companies allowed to treat people so appallingly - it takes seconds to take your money and months to get it back. Where is the fairness in this?
DO NOT GO OVER TO PLUSNET! I WARN YOU!!
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2016-08-22
- Comments
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To add on to the list of bad reviews, I selected the date the engineer should come and visit and install the line and it was 12/8, got an email confirmation and so on.
But when I phoned up customer service, they said it was the 22/8. I was so sure of the initial date but I couldn't find the confirmation email. Asked the operator how can I check, to which she replied "nope you can't check, only I can tell you this". Took her word for it, rescheduled by leave and spent 10+ days without internet.
Then found the confirmation email saying 12/8, spoke to the operator to explain and she ignored by comments and said it was a live system and when they tried to book the 12th it was not available and changed it to the 22nd. Whats the whole point of asking me to choose a date then?!?! If I didn't phone them up I would still think it was the 12th.
- Location
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- Location
- shrewsbury
- Reviewing
- Plusnet
- Date
- 2017-12-12
- Comments
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Absolutely awful company. Supposedly care about customer service- 45 minute hold times, then all they do is shuffle your issue between departments until they go home. Easilly spent 2 hours each call on average for the last 6 weeks. Told me I could connect fibre broadband, then changed their minds, but wouldn't let me leave their service without paying a cancellation fee for THEIR MISTAKE until they'd tried to fix it. Asked them how long that would take, was told "could be months". When they finally did call it a day, they still wouldn't offer me a reduced price standard broadband, trying to charge me MORE THAN FIBRE WOULD HAVE COST! Absolute con artists. Avoid, better to pay the little bit extra for a real broadband provider.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-01-30
- Comments
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Sent out router late.
Had to call 3x already - each with a 30min wait.
Online support useless.
Router not working when arrived.
A really, really, REALLY poor first impression of Plusnet.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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Terrible absolutely terrible customer service is ZERO they bill you for a service you don’t use and when you want to leave it’s like hotel California you can check in but can’t leave. It really deserves zero stars I can’t tell you how much I utterly hate this company and it’s staff are disgusting liars. They lie and lie and lie as to what was discussed only ever contact them via messages as they will deny anything they said on the phone, I hate them with a passion I thought lost to my youth.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-01-15
- Comments
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I ordered Plusnet for two different properties and had to cancel both.
1. They set an installation date. When I heard nothing further on that date, I called and was told the installation had been cancelled at their end because of an error. They hadn't informed me. They told me they could try again in two weeks' time and offered nothing by way of compensation. I cancelled.
2. In another property, I queried why there was an installation charge of £50. I was told this was because they needed to install a new line. I explained there was already a line at the property. They then said they always needed to charge this for Openreach. Probably true, but others waive it and I didn't appreciate the initial lie.
So two accounts cancelled. Good job, Plusnet.
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2015-05-01
- Comments
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Started with Plusnet at the beginning of the year and they were very helpful when BT cut me off a day early on the changeover and got me straight back on. Had a billing problem over the last few days but customer service was brilliant. Manager DID ring back when he said and problem is now sorted to everyone's satisfaction. All contact via email and Plusnet message service kept me up-to-date with progress at all times.
Broadband is a bit slow at times (but it was the same with BT so it could be the area) so not recommended for heavy user. Perfect for me with emails and a bit of browsing. Speed still OK to watch MotoGP live on iPad!!
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2014-10-31
- Comments
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They have been dreadful. I applied for phone line and broadband on the 28th Aug. The line happened on time but has since gone off and I am still waiting for the broadband. Just keep getting fobbed off. Even wrote to the CEO, had no response, yet they still keep taking my money. The broadband was provisioned to the wrong house in September, it's November tomorrow and still no sign of anything. so now I am left with no phone and no broadband. Their adverts are a joke.
- Location
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- Location
- Whitstable
- Reviewing
- Plusnet
- Date
- 2017-02-16
- Comments
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If I am sat in the same room as the router it is great, good speeds. If I leave the room it is any-ones guess if I will get on line but probably not and this is frustrating.
- Location
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- Location
- Bromley
- Reviewing
- Plusnet
- Date
- 2016-10-16
- Comments
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I've been a PlusNet customer for a few months. It's been fine - it's a cheap deal so I don't expect much. I'm getting ~7-8mbit consistently which is all I need. I'm a gamer, and latency is much more important to me than bandwidth. Last Sunday latency shot up from perfectly acceptable sub-100ms levels to near 2000ms, which is literally the difference between life and death in online gaming. I stopped playing and got on with my life, assuming it was a one-off (it was fine again on Monday).
Today, the following Sunday, exactly the same has happened - latency is up to 2000ms again and gaming is impossible. So I tried to make contact - the online chat is disabled, there's no email address anywhere on the website for tech support, and when I phone the recorded voice tells me that "due to high call volumes" (sure, Sunday afternoon is peak time) the wait is around 45 minutes.
I don't have 45 minutes spare to wait to speak to them. This is unacceptable. As is spiking latency to 2000ms every Sunday without explanation or apology. Sunday is a day of rest - and gaming. If this is planned maintenance (and Lord knows what else explains it), they should do it on a weekday when we non-business customers are all out at work.
And if the online chat facility isn't working, they should provide an email address so that customers don't have to leave their grievances on public websites.
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2021-04-16
- Comments
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In every aspect they have been truly awful. incredibly unreliable, really slow to respond. after 3 months we still dont have usable broadband
- Location
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- Location
- WILTS
- Reviewing
- Plusnet
- Date
- 2015-02-11
- Comments
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After being an uneventful 5yr + Plusnet ADSL customer I decided to stick with them for fibre upgrade.
In short it seems an 'automated order system failure' meant nothing happened to trigger my order despite me getting emails telling me when I needed to stay at home for the engineer to arrive.
A long wait for telephone customer service and they COULD NOT CARE (I felt like non of my previous years of custom mattered) and they did not even offer any sort of fix than I was to ring up plusnet sales.
I decided to move away.
In moving away I found much better offers as a new customer.
They have grown too big now and become chaotic.
- Location
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- Location
- Notts
- Reviewing
- Plusnet
- Date
- 2015-02-11
- Comments
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I switched from bt to plus net and from day 1 my problems started. After fitting the plusnet router I only had a wireless signal in the room it was fitted in, whereas with bt it had been throughout the house. Complaints to plusnet were treated with disdain keeping running through the installation procedure as if I was a moron, but I persevered until all they would offer was a new router which I duly installed, which made absolutely no difference. I then gave up with them and tried to solve the problem myself with boosters etc to no effect. Then when my contract expired with plusnet I immediately switched to bt, got their new router in, hey presto I had a signal throughout the house again!
I thought that was the end of my problems and I just moved on but then as if to add insult to injury, plusnet kept on billing me even though I had transferred to bt, and it wasn't until I cancelled the direct debit that the issue was crystallised. But even now 3 months after switching, they are chasing me for a payment not made because I had cancelled the direct debit. I suppose they are all as bad as each other but the hassle, cost and appalling equipment provided by plusnet must make them the worst of the all. Do not use plusnet is my only comment, life's too short!
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2019-01-12
- Comments
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Referred 2 friends but Plusnet never picked up on this and made all sorts of excuses when I spoken with them on the phone.
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2017-03-14
- Comments
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Call waiting times from 30-60'minutes even before getting to talk to anyone. They suggest emailing as it's easier, but then don't respond for days. They overcharged me and despite agreeing that I'm due a refund, I need to contact customer services, again, as they billing team can't refund or offset it.
Appalling service, avoid at all costs
- Location
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- Location
- Windsor
- Reviewing
- Plusnet
- Date
- 2015-06-03
- Comments
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Maybe not the absolute fastest but the connection has always been stable and you cannot beat their U.K based customer service team!
- Location
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- Location
- Hyde
- Reviewing
- Plusnet
- Date
- 2021-03-17
- Comments
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Unreliable , dont help to fix the problem said they was sending a new rooter after a week said its working so we not sending even doh its still keeps cutting us off while in middle of do something important, bad quality burfing all time ,speed is rubish pay for fiber yet dont get the right speed ill be changing provider just shocking !
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2017-01-16
- Comments
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Set up was not as advertised, which was described as 'seamless' by a plusnet worker. Up to an hour on the phone for answers as to why. I regretted moving almost instantly. Recently been cut off for no reason, no internet for 10 days, asked me for £200 to cancel my contract and £65 charge if I was not in anytime between 8 and 1 when the engineer came, despite having to get kids to school. One or two helpful people but mostly rude, patronising and of no use whatsoever. Can't wait to leave.
- Location
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- Location
- Bracknell
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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Ordered Broadband 4 weeks ago , they have set-up a direct debit and that is it!! Bee sitting on the phone for 30 minutes and still only 4 ahead of me. I was with plus net before and switching from John Lewis broadband I am regretting this now.. waiting waiting!!!!!!
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2014-12-26
- Comments
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8 months of the worst internet ever if they can fix on the phone after waiting 30 minutes to get answered they will try but anything over & above this you are on your own
About to try another provider hope they Are not all as bad
- Location
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- Location
- Southwell
- Reviewing
- Plusnet
- Date
- 2023-10-09
- Comments
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we used to have 3 BB contracts with plus net for over 15 years, always been spot on, but since the BT Takeover they have gone downhill, I renewed one of the contracts October 2022, they now say that I never renewed the contract even though I spoke to an agent about it a couple of days later. been overcharged about £340 in total. apparently they have no records that far back including voice recordings. All I would Advise is take your business very much else where.
- Location
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- Location
- north east england
- Reviewing
- Plusnet
- Date
- 2016-01-22
- Comments
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I have been with plusnet now for about six months and the internet performance has been poor. My phone recently stopped working and the internet got worse. Trying to contact customer service either by phone or on their web chat is a joke. 40 minutes wait time and twice as long should you want to cancel. It gets no better once you get through I have been lied to and fobbed of time and time again. I have to wait 8 days before their engineer can even investigate and that's not even guaranteed. They blame an influx of work. The outsource there tech to csc and engineers to BT. They are owned by BT. They have promised me an engineer would look at my problem 3 times and they have promised my call backs twice, one to be called back by a manager and one to be called back by cancellations. Neither happened, I went on web chat again today and they disconnected me because I asked for a commitment. They have told me that they do not give any time scale to fix a problem - they will just do it when there providers get round to it. They have told me that BT are not honouring the service level agreements and they are not doing anything about it. Speaking to them they have also told me that the quality of service that they provide does not need to be fit for the purpose such as playing games on the internet or streaming movies. It can be whatever quality they provide.The company is a complete shambles and I recommend that anyone reading this take note and beware. I still do not have any service and I don't know when I will and neither do plusnet. However the took the direct debit payments today. Faceless company which has lost my trust. Never will I deal with them again.
- Location
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- Location
- Thornton-Cleveleys
- Reviewing
- Plusnet
- Date
- 2020-04-30
- Comments
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I never leave reviews but here it goes. Please do not go into contract with this awful company. I am now stuck in the contract for 18 months.
How they can get away with lying is beyond me, I am supposed to be paying for fibre and am getting connection speed slower than dial up.
Their engineers never turn up and I just wish I had read the reviews before leaving BT. How this company are allowed to trade is beyond me.
- Location
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- Location
- Rotherham
- Reviewing
- Plusnet
- Date
- 2020-11-26
- Comments
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Without doubt the worst broadband experience I have had in twenty years. They messed up the takeover of the line, sent an engineer out when one was not required and from the start of the contract I have spent more time either resetting the router, using my phone on 4G or watching web pages load like the old dial up connection. Despite having called to complain about the set up four times (and being kept on hold for 45minutes the first time) Plusnet have failed miserably to resolve the issue. I have tried changing the channels numerous times to no avail, and during the last telephone call, a 'supervisor' told me I would have to wait 72hrs for someone from customer complaints to call me back. I was with Plusnet a few years ago before BT took them over and they were brilliant, but BT seem to be running them in to the ground and using them as a poor relation. The router is ancient, ugly and useless.
DO NOT GIVE THIS COMPANY YOUR MONEY, YOU WILL REGRET IT.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-04-06
- Comments
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Awful service, from the actual Broadband to when something goes wrong in their call centers you will be waiting for hours on online chat while they dither around. Very slow indeed at rectifying problems and it took a year and CISAS involvement to get a correct refund of monies owed when I left their contract. Make sure you bill them for your wasted time through CISAS, cost them a lot of money for messing me around.
- Location
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- Location
- cheltenham
- Reviewing
- Plusnet
- Date
- 2019-10-21
- Comments
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Absolutely useless. I placed a homemove on the 30Sept. They checked the new line and said all ok. I should have broadband in my new home on Fri 11 Oct. It didn't happen. What with moving house etc I was unable to chase until Mon 14th when they said the house no. was not assigned to the order so the automatic provisioning didn't kick in. Agent said they had sorted this now and I would be enabled on the 18th. I then saw a mail saying I would get a call for an engineer visit. So I rang up on the 17th and the agent had to place a new order. Turns out nothing had gone through the system from my call on the 14th. So now I am told I will get broadband enabled on the 31st of Nov. This is absolutely rubbish, if I had known this delay at the outset I would have moved to a new provider.
- Location
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- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2018-05-18
- Comments
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charged me paying by card because they chose not to take it by Direct debit.
Speed/ reliabilty was real issue.
Now that iv left them and another broadband company is using the line, PLusnet is still taking a monthly payment from me!!
- Location
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- Location
- Hailsham
- Reviewing
- Plusnet
- Date
- 2022-04-13
- Comments
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For a company who are meant to be great at customer service, they are shockingly bad. Tried three times to call. First time got cut off almost immediately. Second time waited 20 mins then got cut off once I eventually got through to a customer service person. Third time waited 20 mins again then found out something I asked to be actioned in Feb hadn't been done (2 months later) hence the need for my call. Speed isn't great. Got charged the first year for a speed we got nowhere even close to half the speed promised. Once I'm able to switch to full fibre I'm not looking back and would not use plusnet again, just waiting for a connection date with my new fibre company.....
- Location
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- Location
- leicester
- Reviewing
- Plusnet
- Date
- 2017-02-28
- Comments
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just waited over 1 hour for customer service,been with this company 3 years and its getting to expensive for what we are getting,which is bad speed and a lot of buffering and unable to communicate with server. We left talk talk for them,the same problems
but i must say that since i went fiber its certainly worse
My WiFi should be called where are you
i regret going with this company.
think before you sign up !!!!!!!
- Location
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- Location
- Broughton Astley
- Reviewing
- Plusnet
- Date
- 2017-02-27
- Comments
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wifi is none existing,most sites keep on buffering
cant wait for end of contract Hurray
Even in I tunes BUFFERING
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2020-05-20
- Comments
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Everything seemed fine (if a bit slower than previous providers) until we moved house I would strongly agree with another person who lamented the issues they had with moving house and various phones calls.
I dutifully telephoned plusnet and informed them that we would be moving home in a fortnight and the cheerful chap on the other end said he’d changed my address and that it would just be a matter of ‘plug and play’ at the new property.
When I came to connect up, we just got the amber light and the ‘b’ icon. So I phoned the ‘provisions team’ who assured me that I would be online by midnight. Woke up the next morning only to find nothing had changed, so once again phoned up and was given what I thought was a direct number to the right department, but turned out to be the main number, having gone through all t he laborious security checks. Eventually I got through to a kindly older sounding gentleman who didn’t seem to have any knowledge about what had happened previously and assured me it was an issue with openreach and that am engineer would be sent to the box on the street. That was this morning so will see what happens. As the other reviewer said in an earlier lost, the staff seem very obliging, but they don’t seem to know what’s going on. The television ads always portray themselves as being hassle free and that they’ll ‘do you proud’, but I’ve only been with them for a relatively short time and the connection speeds are slower when it’s working and moving house was a nightmare. Would not recommend
- Location
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- Location
- Ramsgate
- Reviewing
- Plusnet
- Date
- 2019-01-21
- Location
-
- Location
- Ramsgate
- Reviewing
- Plusnet
- Date
- 2019-03-05
- Location
-
- Location
- GREAT MISSENDEN
- Reviewing
- Plusnet
- Date
- 2017-04-19
- Comments
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Excellent support from a very patient,
and competent customer advisor Aaron Turton, really solved my problems and got my broadband change over up and running,
I could not ask for better service than this.
- Location
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- Location
- Baker St
- Reviewing
- Plusnet
- Date
- 2015-03-03
- Comments
-
Broadband speed sucked, but since they're using BT infrastructure, it's not really their fault. Most of the broadband companies uses BT infrastructure so what is really the difference between them? Customer service. To be honest I never really bothered to call them even when the internet was down or slow as I knew it wouldn't change anything, but the only time I needed to call them was to cancel the account as I had moved out. Every time I called, there was a 15 min queue in their call center. Some months elapsed because i didn't have the patience to wait on the phone for so long, therefore I had to pay for a service I wasn't using. It would have been simpler if I could just send a letter or cancel online on their website, but that was not possible. I have just hung up with them, I've waited 34 mins and 42 seconds where 34 minutes of it I was waiting, and 42 seconds was how long it took to cancel the account. At least the people that run the call center was efficient!
- Location
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- Location
- Boston
- Reviewing
- Plusnet
- Date
- 2021-08-10
- Comments
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Internet went down. Called helpline phone answered after one ring, engineer visited next day, was kind and courteous explained everything. He did a temporary fix as the wire coming out the ground was too short to fix. Three days later another engineer came, dug up the path replaced the wire under ground and returned path to normal. Outstanding service I will recommend this company to all.
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-08-31
- Comments
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DiSHONEST RIP OFF MERCHANTS. These shysters lied to me when I took out the contract about how much it would cost to cancel the contract. Costing me £100. they also cancelled the my pending cancellation request, and created a new one so my cancellation would fall outside the minimum notification period required. no other word for it a bunch of crooks. AVOID. AVOID. AVOID.
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
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Absolutely shocking service, our router has been faulty for months, yet they won't replace it having now exhausted all possible solutions because it's out of warranty.
I've rang up several times over the period of nearly a year, with the same issues and tried everything they have suggested to make it work.
I have been out of contract for some time and would have been happy to stay with them paying monthly had they resolved this ongoing problem (I wasn't willing to enter a new contract incase the problem didn't go away).
They can shove their months free broadband, as I don't want a month of crap wifi for free, I want the router working. Also a 45min wait time each and every time I've had the please of phoning them.
- Location
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- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2018-03-22
- Location
-
- Location
- TAMWORTH
- Reviewing
- Plusnet
- Date
- 2015-07-05
- Comments
-
I am another one of the many customers who have not had my Internet connected yet, despite having signed up over 6 weeks ago. My service is still not connected and customer services have failed to contact me about this issue to resolve it. Currently out of pocket massively as I'm still using my mobile data at great expense. To sum up this company I'd have to say they are a complete bunch of scumbags who deserve to die of cancer, and all of their children too..... Just so there is not another generation to carry on this legalised robbery of our time and hard-earned cash. They are scum, and nobody has closed them yet. This robbery on a massive scale is still being allowed. Shame on you Ofcom for not addressing this and allowing us customers to be dragged through this ordeal.
- 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.