3,751 Customer Reviews over 94 pages
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-05-07
- Comments
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Always advocated for Plusnet being excellent and customer service and broadband was OK and reasonably priced. I switched suppliers so I could get fibre (through cable as I live too close to an exchange to get FTTP - rediculous I know!) They then cancelled the direct debit and began chasing for a payment which I was very confused about as they are the ones who cancelled it!
Got fed up of the threatening letters and calls over a meagre £14 (probably spent more hassling me for it!) so tried to call to pay and tried to pay online. Yet their site didn't work, nor did the phone number!
Got there in the end, you can tell that BT are starting to have their influence since the acquisition!
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2023-01-19
- Comments
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Driven to add my comment after seeing a high rating for customer satisfaction. My experience of their customer services has been VERY poor. When I entered into a contract renewal I lost the inbuilt security. I didn't realise as an icon remained on my computer. Was at great risk for a month. Told it would take another month to fix and that I should arrange a free trial service to cover. After the month, still no security. I got free security. I then got a computer problem and the engineer told me my security was very poor. I got some compensation discounts but would rather have had the service. I've enough email correspondence, and records of phone calls, to write a book. After about a year my complaints were pushed up a level. At last some help! I was told to BUY MY OWN security and Plusnet would credit my account with the cost. About 18 months into my 2 year Plusnet contract they advised me that they had changed their security supplier from McAfee to Norton and that this might download and work. It did. I could have done without the time spent and anxiety this cost me. An altogether unpleasant experience.
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2019-04-10
- Comments
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We moved a month ago, and took plusnet with us. Since then, there is always an issue after another one. Everytime, we're told to wait 2 working days... And then there is again an issue, so need to wait again... It's been a month, we still don't have internet, and they ask us to pay the bill...
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2020-08-06
- Comments
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Switched from BT to plus net believing I would get the same service. BIG mistake.
I only get Internet for 45mins each hour with constant drop out and disruption. Mobile devices are not able to use the WiFi at all it is that bad.
I had 3 engineer visits, only 2 of which turned up.
Customer service is poor, technical department know less than I do and I'm no expert, issues were never resolved and their staff did not log the complaints accurately. Staff fabricated information on call logs and complaint logs to make it look like it was resolved/closed when it was not. Never received any call backs even though I was promised every time. When 2 engineers couldn't fix issue but admitted it was there, PLUSNET threatened me with charges if I requested any more engineers.
All in all, saving 7 quid a month cost me:
-3 days wages from having to wait in for engineers
-Over 10 hours of time and money on the phone to customer services
-Over £50 for various signal boosters which didn't work as the signal was fine just nothing on the end of it...
-Over £75 in data bolt ons to use Internet on my phone (while sat less than 2 metres from the router)
-£21 cancellation fee when I rang and told them to shove it.
In summary I wouldn't recommend them to my worst enemy.
PLUSNET COST ME OVER 400 POUNDS ON TOP OF THE CONTRACT IN ONLY 11 MONTHS
- Location
-
- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2017-10-13
- Comments
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Quoted me between 32.5 & 34 Mbps. I get, on a good day, 23 Mbps. To be fair it could be my home wiring and/or the BT boxes. The cost (£100.00 + VAT) to check and find no fault puts me off having the check.
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2020-09-23
- Comments
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Doesn't work, customer services down for the past 3 days at least. Regretting my purchase. Hate this company already, their customer services is non existent.
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2018-09-13
- Comments
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Just moved to this guys and within 48 hours of my service I am sat here tethered to my phone with no internet.
Support is virtually non-existent; I have been on hold for over 1 hour on the phone and online chat is disabled due to no advisors being available.
Under no cisrcumstances consider this company for your broadband. I should have stayed with Sky :(
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2016-10-19
- Comments
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Acceptable broadband speed (about 8mbs) when I joined (May 2016) but now typical speed 1.7 mbs
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
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Broardband speed unreliable, had to complain just to get speed up to minimum that they quoted that I would receive (as a minimum). customer servive poor, I was on chatlive for nearly 1 hour before I got a reply. One member of staff told me one thing and another contridicted them when it came to renewing contract after 1 year. Absolutley no incentive to stay with Plusnet for more that 1 year, after initial deal.
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2017-02-25
- Comments
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Very pleased with plusnet they are delivering the exact experience I had with Sky but are £10.00 per month cheaper. Only moan I have is the transition from Sky to Plusnet took 24 hours, so I was without an internet connection for longer than I wished. I found Plusnet customer services very helpful when I rang to complain and they kept me upto date with the progress of my order. I would recommend Plusnet on my personal experience of their service, however, I have one of those green BT boxes at the end of my road and have been told told this makes a difference to the download speed excetra.
- Location
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- Location
- chesterfield
- Reviewing
- Plusnet
- Date
- 2017-07-05
- Comments
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was charged £65 + vat for a new mains box by plussnet after being told there would be no charge,it does not even have a test socket literally not even fixed properly to the wall, just had an openreach engineer said its disgracefull. im so glad i changed supplier and not getting ripped off anymore.my broadband and phoneline works well now much better than the poor service from plussnet that i was charged for even though i could not use it for i think more than two months til my contract ended.
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2017-10-06
- Comments
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They told me I would get between 32.5 & 36Mbps I get around 23 Mbps. Your test says I should get nearer to the upper limit. Plus net can't give me a reason for the slow speed.
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2015-04-29
- Comments
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Plus net promote award winning customer service. I've had problems with the broadband and had to wait for over 30mins just to get through.
Not good enough, I'll be changing supplier. Not sure who gives out these awards as its a joke.
- Location
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- Location
- Chichester
- Reviewing
- Plusnet
- Date
- 2017-04-18
- Comments
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The only good thing I can say about Plusnet is that they demonstrated their total incompetence within 14 days of me placing my order so I was able to cancel without loss. They made false promises about installation times to get my business then backtracked once I had paid and failed to deliver on their promises. Avoid like the plague!
- Location
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- Location
- Chichester
- Reviewing
- Plusnet
- Date
- 2022-03-09
- Comments
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awful, rip off merchants. 3 weeks no service at all. no apologies. so much anxiety. they dont care. should be ashamed. awful, just had to remove evening and weekend calls. because it cost me another approx £50 because they set their standards so high. i can make calls for free on my mobile. PLUSNET-THEIVES. cANT WAIT UNTIL i DONT HAVE TO PAY PLUSNET ANOTHER PENNY. Worse company ever
- Location
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- Location
- CHICHESTER
- Reviewing
- Plusnet
- Date
- 2019-01-31
- Comments
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Poor speed and reliability. The customer service staff are the most rude and offensive creatures I have ever had the misfortune to encounter. Raised 3 complaints in one day and they were closed unresolved with 12 hours. Fault not resolved and given the address of their 2ndstage which had to be done in writing and send by post. Staff refused to give the the CEO's Email. Cant be bothered participating in their biased maybe non-existant complaint system. Found the CEO's Email on-line. You got a lot of explaining to do mate. Where is my missing private data? Expect an Email from me soon I AM THOROUGHLY DISGUSTED BY YOUR RUDE ATTROCIUOS STAFF. My personal data has gone missing and I want it back Shame on you.
- Location
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- Location
- chigwell
- Reviewing
- Plusnet
- Date
- 2018-10-08
- Comments
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I've been with Plusnet for many years now and was used for testing when FTTC first came out as I was local to the exchange that was doing the testing,
I accepted this offer and was advised I would still be paying the same rate I currently pay for the adsl but for FTTC, years past and I moved and was also allowed to move the FTTC deal with me! great!! but the contract renewal came around again and the paperwork/documentation at Plusnet had me down as adsl and not FTTC (this wasn't a problem in past renewals) so when I renewed the contract they dropped me down from FTTC to adsl so no internet!! they said get an adsl router and it will work -nope it didn't -cut a long story short the fibre clips on my line stopped the FTTC from working!! for 15 days and I work from home - my mobile 4G got hammered!! I wanted to stay on FTTC so they put the subscription up for me! the amount of calls in to Plusnet to try and resolve this was unacceptable!! so I said let me cancel the contract and I will moved (I saw a better deal being offered by takltalk at the time and wanted to take it....Plusnet said that they would price match the deal so I stayed but they didn't match the deal and was taking the full amount from my account, I raised this with them after seeing the full amount come out of my account and they couldn't find the price match offer I was offered or the call recordings of the calls and now they will not let me leave without paying an exit fee - currently £146.77....I cannot wait to leave Plusnet and will have to see out the remainder of my contract cos I feel giving them the exit fee is a slap in the face for me!! I will move when my contract is up and will not use Plusnet again or recommend them to anyone, what I have learnt from this is always take a full name of the person you are speaking to and write down the date & times of the conversation :(
Plusnet - We'll do you proud! what a load of b*llocks
- Location
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- Location
- chippenham
- Reviewing
- Plusnet
- Date
- 2017-06-19
- Comments
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The worst customer service I have ever encountered. We were flat out lied to, on 2 separate occasions (we were told and engineer would come to the property, when this simply wasnt true.) To even talk to someone sometimes took an hour on hold! Installation time was over a month! Avoid.
- Location
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- Location
- Chippenham
- Reviewing
- Plusnet
- Date
- 2022-03-04
- Comments
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poor WIFI, minimum speed coming into the property, their recommendation to use an Hawaii Dongle with an EE sim card.
- Location
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- Location
- Chippenham
- Reviewing
- Plusnet
- Date
- 2018-09-06
- Comments
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This company are the pits! Wish I'd never signed up with them. Long story but basically they cut off my line for no reason, then couldn't get it back on again, had to send an engineer who told me the fault was at the exchange and sorted it, now they're trying to charge me for the engineer. Many hours spent on hold and speaking to unhelpful (I'm being kind) people
- Location
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- Location
- chipping norton
- Reviewing
- Plusnet
- Date
- 2017-12-19
- Comments
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Appalling service while trying to transfer a domain name. They were supposed to transfer my domain name on Thursday and forgot to do it, then cut my email off on Sunday and have told me there is nothing they can do about it. We are a business so we will have upset many customers as we can't communicate with them.
- Location
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- Location
- Chiswick
- Reviewing
- Plusnet
- Date
- 2020-05-27
- Comments
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I have been with Plusnet for years and only recently I am having problems with the land line keep crackling and not able to speak or be heard. When I call Plusnet to raise the issue they want to charge me for an engineer to check the green BT box at the end of the road where I know the problem is. When I was with TalkTalk I had the same problem and they told BT and it was sorted. Now I call Plusnet for the same problem and get told there is not a problem with the line but we can charge you for an engineer to come out and test it. BT bought out Plusnet in 30/01/2007 and BTs dirty little tricks are beginning to seep in to a good company that does not deserve to be connected with such a terrible company like BT. I have been praying for BTs demise right back to when they were the GPO as we all paid extortionate bills back then as they were the only telecom company allowed to operate back then.
- Location
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- Location
- Chorley
- Reviewing
- Plusnet
- Date
- 2015-02-10
- Comments
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Awful, awful, awful!! I joined because of the £70 cash back incentive. Service was delayed by weeks because of technical problems and they had to send engineers out 3 times. Voicemail messages from Plusnet said no access to property needed and then on the day of visit from the engineer, he left a voicemail message saying he needed access!!! Recieved an email from Plusnet during this time saying they were pleased to report that the system had been live for 14 days and download speeds achieved were greater than initially anticipated!! Eventually went live but service intermittent and download speed poor. Still waiting for my cashback 5 weeks after promised!!! Avoid them like the plague!!!!
- Location
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- Location
- Chorley
- Reviewing
- Plusnet
- Date
- 2018-08-08
- Comments
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Having previously read about Plusnets supposed great service I signed up for an 18 month contract. I was disappointed throughout due to the broadband regularly dropping out, in every occasion I rang customer service I was met with at least a 15+ minute wait to be answered, even the so called live chat took 17 minutes to be answered on the time I chose to try that. I moved to Virgin media the other day, I had provided Plusnet with their required 14 says notice, they sent a letter to acknowledge. I cancelled the direct debit with my bank. To my horror Plusnet took a payment from my debit card without my consent or knowledge (previously paid for initial set up as required by them via debit card), this is a disgrace and surely unlawful given the fact it was cancelled, and what gives them the right to keep my debit card details once a direct debit had been set up and used for the remaining 18 months. In the process of getting my money back and bank cancelling them from taking future payment from debit card. I would not recommend Plusnet, and will never use them again.
- Location
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- Location
- chorley
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Location
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- Location
- Chorley
- Reviewing
- Plusnet
- Date
- 2015-12-26
- Comments
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I have to say, be very careful with their tactics. I recently moved home, they said I would have to pay £145 to move or take out a new 24 month contract. Although not happy with this, I did. Only to find that the Fibre and phone didn't get installed when it should. After 8 phone calls and promises of a call back, they still haven't provided.I have no found out that the house isn't wired up and I should of been released from my contact not tied into a 24 month one. They have agreed to cancel with no charges, but the billing department won't close the account until 46 pence is paid. Ridiculous as I was told I could cancel my DD. BT have said they can install when the exchange has been sorted in January. I would say, steer clear. Each phone call I made was anywhere between 40 mins to 1.5 hours.
- Location
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- Location
- Chorleywood
- Reviewing
- Plusnet
- Date
- 2017-08-15
- Comments
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Plusnet have good TV marketing but everything else about the company is rotten. Broadband service supposed to start on 8 August and 7 days later I am still not connected. Customer services do not care and technical do not respond to queries. Phone lines always jammed and message on customer login says that you cannot complain for 7 days. Leave message on support page and it tells you there is a 14 hour wait. 2 days later still no response. It is wrong that they are allowed to take your money and provide no service. Anyone thinking of moving don't, you will regret it. Finally an update today (7 days later) to confirm that they have not done anything to sort the issue out as the small print gives them 5 working days grace before they actually have to sort the matter out. They claim I have to give them “time” to fix the issue but will not provide a timescale of how many days that is. If you value your broadband ignore Plusnet’s marketing hype.
- Location
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2015-03-15
- Comments
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Having recently moved I chose plusnet over BT and others for my fibre optic broadband as exactly the same line but with a better short and long term saving..
Communication prior to install was excellent with daily SMS and email updates.
Router arrived by post on time.
BT engineer phoned 8am letting me know He was 20mins away...He was polite courteous and removed his shoes. His work installing their modem was finished very quickly he even set up the plusnet router. I was up and running instantly the speeds I'm getting are 38down and 18up which are the top end of the claimed estimates.. I'm more than happy..
- Location
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2017-11-23
- Comments
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No problem with them right up.to the point where I had a problem with my broadband being intermittent. Since then its been hell. Ive spent about 11 hours on.the phone so far over a week most of it in a queue. After about 7 calls i now have no broadband at all. Their attempts to.fix it have actually had the opposite effect. They are now busily ignoring me. As a result I have cancelled and will be attempting to get a refund for service ive paid for but not had. Wish me.luck...
- Location
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2016-06-27
- Comments
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Wish I had read these reviews before I agreed to change from BT. Still waiting for my Broadband even though they told BT it would be changing over from the 10th June! Customer service team are appalling! No one interested at all! I agree with a previous person, I would have give less than 1 star if I could have!!!
- Location
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2014-12-02
- Comments
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I'm having to write this on my phone via 3G connection...really this says it all about my home Plusnet fibre connection. This isn't the first time it has failed to connect. Sometimes the speed reminds me of the days of dial-up.
- Location
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- Location
- Church Stretton
- Reviewing
- Plusnet
- Date
- 2019-07-01
- Comments
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Can't understand all the negative reviews of plus net. My experience has been the opposite. Helpful, friendly assistance from competent staff. Charges also reasonable compared with BT. All call centre staff I've spoken to are native English speakers which matters a lot to me. Top notch.
- Location
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- Location
- Churnetside
- Reviewing
- Plusnet
- Date
- 2017-01-31
- Comments
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Have been with Plusnet 7years. Pretty good till 12 months ago when I took a twelve month contract out, all downhill since then. A period of internet dropping off,bought a new router to no avail, then unable to log on to emails for days at a time, still an ongoing problem. All customer services could say was " what do you expect when we take a lot of new customers on".Will be changing supplier soon !
- Location
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- Location
- chwshire
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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Joined Plusnet Fibre recently and speeds are often half, if not third of what they promise. I use BT Wholesale for speed tests - which they recommend! I am starting to regret switching from Talk Talk top Plusnet. The Live chat is always busy too, so is a waste of time. Not happy so far - I have been with them for 3 weeks so far.
- Location
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- Location
- Cinderford
- Reviewing
- Plusnet
- Date
- 2016-12-12
- Comments
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Why does to take at least 30 minutes (if you are lucky) to get through to Customer Service to log a fault, yet Sales can answer in 3 seconds. I would not have moved to Plusnet if I had known what a terrible service they provide - considering their TV advertising - they have certainly not done me or any of their customers proud. If you read this - log it with BBC's Watchdog, its time they were bought to account
- Location
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- Location
- Cirencester
- Reviewing
- Plusnet
- Date
- 2017-11-27
- Comments
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So dreadful it's beyond ridiculous. Can't get through to anyone on the phone. Can't log in online after changing my password twice. All I wanted to do was pay my bill. Clearly don't want my money or for me to continue to be a customer
- Location
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- Location
- Cirencester
- Reviewing
- Plusnet
- Date
- 2016-12-17
- Comments
-
I've just gone on to a rolling contract with Plusnet because we have Gigaclear going live here in March2017 I currently get 0.3Mbs from plusnet and they have just increased my monthly payments from £23 to £40 per month for the pleasure. Gigaclear are providing 50Mbs for the same price. I have just spent over three hours both on the phone and on line chat and the result is always the same. They ask you to renew and then you'll get back to the contract price. One guy on line said that they would take a big hit if they gave me a discount for the next three months, I work out that would be c£60 , company goes to the wall,whole British economy collapses. I was with Madasafish for 13 years with brilliant service(They even answered the phone within seconds on Christmas day once)and then along came Plusnet. I just feel sorry for all their employees as the company are clearly losing customers left right and center and it's their jobs on the line.
Why the hell any modern ISP wants to tie in with BT is a real puzzle if they want to provide a good service but then, as has been stated elsewhere, it's a nice little earner charging people lots of dosh and giving them next to nothing in return. Boss walks away with bulging wallet, employees go back on the dole.
And yes, I am angry
- Location
-
- Location
- Clacton
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
-
a customer for nine years. quality of service very good as has been reliability. target estimated speed optimistic but above guaranteed minimum.
- Location
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- Location
- Clacton on sea
- Reviewing
- Plusnet
- Date
- 2022-05-05
- Comments
-
your company made me take 3 days off work and no one attended. Left me with a service for 8 months that didn't work.
All together I've lost 780 with your company in an 8month period, promised my check of 120 would be paid in 14 days. I'm still waiting after 17.
Staff are badly trained. Had the phone put down on me when I attempted to cancel my contract.
The list goes on.
Diabolical company. Will never recommend and will post a bad review every single chance I get for the rest of my life about your company.
- Location
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- Location
- Clacton-on-sea
- Reviewing
- Plusnet
- Date
- 2016-08-18
- Comments
-
My broadband has been erratic, always slow and connection has failed quite a few times, the connection is very bad now and with a day without connection. Tried to chat online but they were too busy, finally had to phone and advisor passed the buck, broadband was connected but stopped working again. Can't get a hold of plusnet. Being charged for shoddy service.
- 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.