3,751 Customer Reviews over 94 pages
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-10-11
- Comments
-
Beyond terrible customer service. Avoid at all costs. Would give zero stars if it was possible.
- Location
-
- Location
- Burghfield Common
- Reviewing
- Plusnet
- Date
- 2019-11-01
- Comments
-
Three weeks of faults two days off work for engineer visits and no further forward, worst provider.
- Location
-
- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2019-11-04
- Comments
-
Had an intermittent fault with my service, booked an engineers visit which Plusnet automatically cancelled. Eventually got an engineer to attend, the service was then out for a while week with a further two visits. I spent 5+ hours on the phone, the agents don't have a clue and there is no consistency in handling calls. In the end Plusnet agreed that they would wave the contract cancellation fees. I think they'd given up.
- Location
-
- Location
- Herefordshire
- Reviewing
- Plusnet
- Date
- 2015-06-29
- Comments
-
Plusnet are absolutely awful, constant drop outs and slow speeds. No help beyond "have you tried resetting the router?" from customer service. Will change internet service provider as soon as I can. Please, I urge anyone to stay away from them.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2024-02-23
- Comments
-
Signed up for 2 years at 31.99. 2nd month was sent an email that my price is being increased by 2.53 per month.
Apparently they raise their prices every March on all contracts... so what is the point in me being in a contract with these muppets then?
It is in their terms and conditions - I read them after I got this email, but from a legal standpoint it's got to be dubious. They didn't point out that the price would change and if they had, I wouldn't have gone with them.
Definitely leaving them at the end of the contract. Unfortunately I have nearly 2 years to go.
- Location
-
- Location
- Gorleston
- Reviewing
- Plusnet
- Date
- 2018-04-09
- Comments
-
Great company! If you like waiting half hour for a 2 minutes clip... Terrible service, tried calling multiple times and they didn't even pick up... Finally got hold of someone and they said they would sort it.... They didn't. I don't know if it is incompetence or greed that's the route of this shambles of a company but seeing as they're jacking up prices for a terrible service, I'm guessing greed. I hope Your inadequacy doesn't extend to your personal lives or you'll have some very disappointed spouses on your hands
- Location
-
- Location
- Stalybridge
- Reviewing
- Plusnet
- Date
- 2017-08-16
- Comments
-
I have had to cancel my Plusnet yesterday 15/07/17 after a complete waste of time and money.
I ordered Plusnet fibre extra broadband on the 08/08/17 through one of there customer service reps over the phone, who told me an engineer would be coming on 15/08/17 between 8am and 1pm to install a new phone line at the cost of £49.99. I then received an email confirming this for the said date and time. I called Plusnet on monday 14/08/17 to ask a simple question to see if they would notify me any time in advance so i could make sure someone was at home at the time but was told they would try but couldnt guarantee it, So I took the day off work so I could be in for the engineer and sat at home waiting.
The engineer never turned up, so I called Plusnet to see what the problem was, after 20 minutes on hold I got through to a very nice lady who searched through my account for a while to see what the problem could be, she then told me that the initial date for the engineer had been automatically rejected on there system the day the booking was made and that the engineer would be coming on the 22/08/17 to install the phone line.
They knew it had been cancelled a week before the initial date and did not even have the courtesy to inform me, I lost a days pay and was charged £49.99 engineer cost for the privilege with nothing to show for it, to then be told I would have to be in on the 22/08/17.
So I called to cancel, if this was how it was going to start I didn't want to risk any more.
The first gentleman I spoke to was extremely pleasant and as I explained the problem and why I would like to cancel he was very understanding, he then transferred me to the Plusnet options team who would see if there was anything they could do to prevent me leaving.
The second gentleman I spoke to from the Plusnet options team, the one who was supposed to try convince me to stay told me two things, that the date given was only a provisional date and not necessarily the date they would be coming which to me was a bit of a kick in the shins as the previous lady from Plusnet had already told me they knew on the day I signed up that the engineer date had been rejected, and secondly he told me that there was no point in cancelling as I wouldn't get broadband sooner anywhere else if I cancelled because they had already put the order In, again to me was one of the worst arguments of trying to keep a customer I had ever heard.
I confirmed to cancel again and he agreed to do so.
Within minutes I received an email stating Plusnet had auctioned my request to cancel with immediate effect and I would be refunded my engineer fee and first months payment totalling £79.98.
I then received a second email stating no initial payment had been taken so no refund was required, so I double checked my bank and sure enough the payment had been taken out on 08/08/17 so back on the phone to Plusnet.
After 20 plus minutes on hold I got through to again a very pleasant gentleman and explained the problem regarding the email saying I wouldn't be receiving my refund, he checked the system and couldn't understand why I had an email stating this as he could clearly see that the money had been taken by Plusnet and there was no reason to not to be refunded, after a brief hold I was told that it had been raised to the Plusnet billing team as he couldn't authorise it there and they should rectify the problem within 24 hours. We will just have to wait and see.
Luckily I did record all my calls with them as I have automatic call recorder and double checked all my facts before writing this review on my experience with them.
Regards
Alexander
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-10-23
- Comments
-
After 18 months of poor broadband, the service is not only more expensive, but also the broadband is worse.
- Location
-
- Location
- England
- Reviewing
- Plusnet
- Date
- 2019-11-08
- Comments
-
Absolute joke of a service. Had to pay 80 to get an engineer out and wasted two days annual leave because the first engineer who turned up couldn't do the job needed.was told oh it doesn't matter because you're getting 75 cashback once the service is up and running any way. The service itself took a whole month of back and forth to sort out. When it finally came I waited for the cashback. And waited. Just called up and asked where the cashback had ended up. They sent an email out 3rd September asking for me to claim it as if I wouldn't just want it automatically. Absolute scam. For whatever reason the email ended up in my spam box and because I didn't kick off with them asap I've ended up missing the "deadline" for a task I've never been verbally told I had. Such a disgraceful way to treat customers and that was a lot of money for me. There is absolutely nothing the company is willing to do because the email scam is in the small print. Never again and I'd advise all friends and family to stay far far away from these guys.
- Location
-
- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2017-09-07
- Comments
-
Absolutely appalling service. How can as service provider company operate on this low level of competence is beyond me. I received an e-mail telling me I have overdue cancellation charges to pay. It included a phone number to phone and to settle the changes. I phoned in only to be told that they no longer take payments over the phone. Not a big deal, the automatic answer points me towards a website called plus.net/pay to settle the bill. I type it in and of course it comes back with an error. Left with no other options I am phoning in again, am told the waiting time to speak to an advisor is currently 15 minutes. I have already been waiting 35. Plusnet, I suggest you sort out your service because you will have no customers left. In today's world filled with broadband companies and choice, you really need to rethink the way you treat your customers.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-02-14
- Comments
-
Take my advice folks dot use this internet provider bad service,bad custumer service with unrealistic terms and condition.
My internet has been cut off(without my permission I'm with Sky) only to find out that plus net is my new provider this was possible by simply a person claiming that they live at my addres( easily could have been done by Plus net as a tactic to over take better providers).Contacting custumer service reveals shocking bad service,they can't do anything about they're mistake can't even call their clients in my case the stranger that registered at my addres but they have permission to take over the Internet line from different providers like virgin,and sky. Money making scheme on people's back.Waste of time...
- Location
-
- Location
- edinburgh
- Reviewing
- Plusnet
- Date
- 2017-08-01
- Comments
-
terrible customer service. Depending on who you get on the phone will determine what "story" you get told.
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2016-02-22
- Comments
-
Used to be good but now ... have slowly become the Ryanair of broadband providers
- Location
-
- Location
- Aldershot
- Reviewing
- Plusnet
- Date
- 2017-07-09
- Comments
-
Absolute useless. Customer service is nil. Short of staff as when I chat to one of them, I was told. I spent 45mins on hold and still nobody answer the phone. It his happen to me 3 consecutive times within 2 days and decided to chat which was useless too as she could not deal that problem on wedchat and advised me to ring them instead. It an absolute waste of time. Deal with bigger company not this cheap rubbish.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2020-01-01
- Comments
-
Absolutely terrible service, been with Plusnet for almost a year now had no improvements and had multiple engineers saying different things about why the connection speeds are so bad. It’s like there constantly making an excuse for problems and don’t fix it all they want is your money and don’t give it to them. The highest Mbs we have had is about 20 and that’s doesn’t last for long either. There unreliable, unpredictable and the worst broadband ever.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2020-03-14
- Comments
-
Absolutely horrendous Broadband I’m that annoyed I’ve had to make another Review. For the past few months of being with Plusnet there have been nothing but bad, the customer service is awful and not helpful at all, the connection is unreliable and usually only reaches speeds of 8-10mbs (megabytes per second) and I can barely even browse and search with the Wi-Fi with ought being disconnected. I cannot remember one time where the Wi-Fi was at least “Decent”. This Broadband needs to be shutdown and that isn’t an over-exaggeration either look at the rest of the reviews. My main advice: Do not waist your money on this crappy broadband- Is not worth it
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2020-08-07
- Comments
-
I’m that pissed off this is my 3rd review. Honestly, not much to say about this company other than they are a bunch of rip-offs with poor, slow, awful WiFi. My Internet sometimes can’t even reach above 1mb!!!! When We’re paying extra for “Fibre” which is apparently meant to give you “25mb” the “engineers” know no more than I do and are useful as a brick wall. Unless you want to put your money down the drain then don’t get sucked in to their contracts.
- Location
-
- Location
- DAGENHAM
- Reviewing
- Plusnet
- Date
- 2017-10-18
- Comments
-
rubbish, customer service even more verse you have to min 15 to 20 min for first answer and then on and on, i made contract so i am stuck but please read review before making your mind.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-12-24
- Location
-
- Location
- Minehead
- Reviewing
- Plusnet
- Date
- 2015-09-13
- Comments
-
The worst customer service I have ever experienced. Call waits of over an hour for months and no sign of improvement. Had to pay £140 to leave - letter sent to wrong address and had to wait on phone for an hour to pay this as no automated payment line. Funnily enough if you ring sales you get through instantly. Will never return. Avoid!
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-03-04
- Comments
-
Just avoid. The service was bad when we had it, then the cancellation process has dragged on for over 18 months! We cancelled because we were moving to the USA - then two months later they got a debt collection agency involved saying we owed them money. That eventually got resolved. Then, a year later they did the same thing again! As we live abroad we got the letters late and discovered one threatening imminent court action! They had 'forgotten' to remove our account. So now my credit rating is affected negatively and I've spent many hours trying to resolve everything. They also refuse to send me confirmation that the debt collection has been informed to stand down. A total nightmare. Avoid!
- Location
-
- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2017-12-11
- Comments
-
Was charged £65 for engineer visit to bring speed just above minimum guaranteed speed. Customer service not great either
- Location
-
- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2024-04-11
- Comments
-
I'm not happy with the service and fixing issues...I've been with this company for 2 years but whenever I really need Internet there was a problem and takes days to fix..
- Location
-
- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2016-02-22
- Comments
-
I was lied to when taking out my product and would not have signed up had I known. Resulting in bills much higher than quoted when selling. However by the time you get the bill you are outside the leaving stage and are stuck with them. Also very hard to try and get an actual breakdown of your bill - this should NOT be difficult to find PlusNet! Appalling customer service if they EVER answer the phone. Website pages are also unavailable - I have currently been trying to pay my bill for 2 days as they NEVER answer the phone and the webpage to do this is unavailable. Learn from my mistake and do not join Plusnet.
- Location
-
- Location
- Glenrothes
- Reviewing
- Plusnet
- Date
- 2020-08-14
- Comments
-
Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
- Location
-
- Location
- Glenrothes
- Reviewing
- Plusnet
- Date
- 2020-08-13
- Comments
-
Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
- Location
-
- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-02-13
- Comments
-
Awful, useless company. Took SEVEN months to connect and then Plusnet still didn't connect on the date they finally agreed to. Within weeks prices went up and the poor wifi signal has resulted in many complaint calls to the company. Staff obviously trained to be sympathetic to appease the situation but I found this incredibly annoying and patronising especially as they still didn’t even try to rectify the problems! One call advisor even told me how I should sort out the wifi myself as Plusnet only provide a basic router. Will be leaving as soon as possible.
- Location
-
- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2020-08-28
- Comments
-
For what we need the speed is fine. Recently we've had some problems and the customer service has been appalling. The technical support people were polite but useless and the engineer never came.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
-
I would never recommend Plusnet. My broadband speed has always been really slow and their customer service is appalling - I'm currently in a 30 minute queue. When you do speak to 'customer services' or tech support - they aren't helpful either. A definite no, no.
- Location
-
- Location
- Angus
- Reviewing
- Plusnet
- Date
- 2019-12-17
- Comments
-
Changing to PlusNet is probably one of the worst decisions I've ever made. In the three months I've been with them, I've had Open Reach out twice, lengthy conversations and chats with PlusNet and my internet is still mainly shocking
It's 9.15pm on a Tuesday and I've just run a speedtest
Download Speed (Mbps): 0.99
Upload Speed (Mbps) : 7.83
Ping Latency (ms): 350
They're charging me £27.50 a month for this!!!!!
Just don't go there - for the sake of your own sanity - just don't
- Location
-
- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2017-03-19
- Comments
-
So far.....
Issues with the switchover, so no broadband for nearly two weeks.
Long waits to speak to adviser on the phone.
Problems with the router, not very powerful (not as good as our old sky one) problems holding connection with our TVs and other devices
Intermittent signal, I'm writing this message today using 4g on my phone.....
You get what you pay for. We thought we'd save a few pennies making the switch, but it cost me a fortune in 4g data when the service was down and on wifi boosters.
- Location
-
- Location
- Keighley
- Reviewing
- Plusnet
- Date
- 2020-02-12
- Comments
-
This Company have got to be the worst service provider in history. Like everybody else I have been conned into thinking I had fibre, not the case, but Plusnet will not release me from the 2 year contract. (even though I don't get fibre) The e mails do not work, the service is shocking. There is no complaints department. Oh and by the way the internet never works. PLEASE AVOID if you want a good service. BAD BAD COMPANY
- Location
-
- Location
- Dundee
- Reviewing
- Plusnet
- Date
- 2019-11-15
- Comments
-
Consistently lower than the 27mbps minimum guarantee, often at only 10mbps 3 months into the contract despite numerous calls and an engineer visit. Customer support are extremely unhelpful with the helpline often closed within stated working hours. I would recommend avoiding this company.
- Location
-
- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2016-07-22
- Comments
-
Where do I start?
Been a Plusnet customer for almost 10 years and I've today left and won't be coming back and I just hope this review helps a few people thinking of joining.
In the early days when they were a bit smaller they were great, they could cope with the levels of customer problems they had and the network they ran. However recently their service is shocking.
They have denied that they traffic shape connections but I have proof that my line has been traffic shaped.
Their customer support staff have a very patronising way of dealing with customers, for example "Have you made sure it's plugged in?"
They also WILL NOT investigate a problem until many more customers have reported that issue, so if no one reports the issue, you're screwed.
They say on their website they have recently recruited a lot more staff to help improve customer service but today I had to wait 20 minutes just to cancel my service!!
Plusnet used to be great and to be honest they are just living off that old reputation. The 18 month contract ties you down to the point where you feel trapped and that you have made a massive mistake joining.
Do the right thing, avoid Plusnet.
- Location
-
- Location
- York
- Reviewing
- Plusnet
- Date
- 2018-10-15
- Comments
-
Ok actual internet speed but shocking customer service due to a recent change in there billing that does not account for the rewards amount. You cannot print an accurate VAT receipt and they don't even care or return your calls.
I cannot believe they didn't fully test there new billing system before rolling it out.
I'm done with plusnet.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-04-26
- Comments
-
I was very impressed with the service at first...but then my internet usage was spiking even when not in use so i unplugged router but every time I set it up again I kept being charged additional. The customer service department is radically understaffed and so is the technical. But not to bore you with the details and many phone calls later I cancelled. I originally refused to pay the extortionate fee but gave in eventually. They did confirm it was closed but i have a terrible feeling i am going to be hit with a further bill because they have the termination date as later than I even made the final payment so....I wouldn't ever return to their dire service. A typical case of a small successful company rising too fast and unable to cope and plan ahead.
- Location
-
- Location
- lincolnshire
- Reviewing
- Plusnet
- Date
- 2015-12-24
- Comments
-
I was with plusnet for 6 years. November this year phone internet all went off. first call took 6o minutes to get through plusnet. they said it would be fixed the next day.. it wasn't, phoned again another 40 minutes wait, still the same answer it will be fixed tomorrow .never was I must have spent about 6 hours trying to get through to them.. when I did get through I was told the best time to phone was after 10.30pm.. but they close at 10.00pm. it took just over 3 weeks to solve the problem. but we were without a phone internet in that period.. they did give us back our monthly payment big deal. I left plusnet as soon as possible. they were good when they first started off . I think they have just got to big
- Location
-
- Location
- barnsley
- Reviewing
- Plusnet
- Date
- 2016-10-19
- Comments
-
Been with Plusnet a while now everything pretty average,tried to contact them about moving home took 45 minutes to get through went through all the BS about free house move worth about £150 but price of package went up and told I had to sign up to new 2 year contract.
Poor show with customer services and they take advantage of your situation to extend the contract.
- Location
-
- Location
- Hannington
- Reviewing
- Plusnet
- Date
- 2016-01-16
- Comments
-
Don't waste your time, none of their hype is true and I can't understand why trading standards and Ofcom haven't busted them for their lies yet. Just wait till your in a phone que for 55 minutes to speak to somebody. Watch out for them making you pay up to a year in adavance for phone line its all part of the con.
- Location
-
- 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
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.