3,751 Customer Reviews over 94 pages
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- Location
- Angus, Scotland
- Reviewing
- Plusnet
- Date
- 2016-11-22
- Comments
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If there is anyone out there using windows 10 with an old 582n router experiencing intermittent problems accessing web sites, missing images from emails and unresponsive links, might I suggest you ask for a new router. Since upgrading to windows 10 about a year ago,I began to have problems which came to a head in July when I first contacted Plusnet's award winning customer services. I have since then phoned them 4 times(or should I say got through to them 4 times, I had to buy a plug-in phone as I ran out of charge before they answered )+used the online chat with the lovely Gemma who told me to buy a booster(which I did and it made no difference) or use an ethernet cable which wasn't physically possible being 2' long and the pc in the next room. This didn't phase Gemma however whom I had decided was her last day at work as she was less than helpful.I followed all the advice given by the techs ie. Manually change channels on my router all 13 of them, plug phone into test socket, change microfilter and DSL cable. I was told that an interference was found on my line which they amended and returned the SNR margin target to 9DB instead of 3DB. Oddly enough I was told this twice two weeks apart! On speaking to the last tech after he informed me "he wasn't so good with windows 10" I suggested a new router (or should I say begged as he wasn't keen) when he eventually gave in he told me it was more compatible with windows 10!!! Got router, plugged in, ALL FIXED! It only took 5 months.I wrote to complain as I couldn't bring myself to phone or chat again and I asked for a refund for my broadband and line rental as I only needed it for my broadband. Needless to say they have refused but as a goodwill gesture they would refund the postage they charged to send the router. Are they having a laugh? I will be taking it further with the CISAS. BE PREPARED TO BEG FOR A ROUTER!
- Location
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- Location
- Angus, Scotland
- Reviewing
- Plusnet
- Date
- 2020-07-18
- Comments
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Plusnet give a good service for a reasonable price. If you don't need very fast broadband, you'll get a good deal at Plusnet
- Location
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- Location
- Angus, UK
- Reviewing
- Plusnet
- Date
- 2018-10-12
- Comments
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BT are pretty crap, but Plusnet take the prize. Withholding money, lack of delivery, poor performance. Customer service - don't make me laugh. What a bunch of clowns. Utterly chronic.
- Location
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- Location
- anon
- Reviewing
- Plusnet
- Date
- 2020-01-21
- Location
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- Location
- Anonymous
- Reviewing
- Plusnet
- Date
- 2022-10-12
- Comments
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Plusnet have not been reliable from the day we started using them. Having been using them for 2 years with hit and miss internet that would cut out constantly, we moved house and organised for our existing plan to move with us. We did this with plenty of time and notice. Once we had moved, we were only then informed that we had been sold the dream by a useless salesman and actually the plan we are on might not be able to work because someone needed to check if the correct fibres were in the ground. We’d then been without internet for 2 weeks, bare in mind we all work from home, and we’re told it would take another 3 weeks for the external engineer to come then another week for a plusnet one. When we asked to downgrade plans, the Plusnet representative on the phone was extremely rude and said we had to wait 10 days for the e plan to even be downgraded, before someone is even asked to come and fit the new internet. So although we’d been organised and informed Plusnet of everything with plenty of time, we’re now 2 weeks into a new contract with no internet and could still be waiting another 4 weeks before anything arrives. Go elsewhere.
- Location
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- Location
- ANTRIM
- Reviewing
- Plusnet
- Date
- 2018-08-13
- Comments
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Shocking customer service, cancelled my order before installation as they kept changing activation date. Trying to speak to someone in customer service was really bad they kept passing me over. Lucky escape I think.
- Location
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- Location
- Ardrossan
- Reviewing
- Plusnet
- Date
- 2017-04-20
- Comments
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In 6 month we have 3 months of working wifi. Initially they never connected up the line.
4 Months in the wifi stopped, they sent out new router to an old address. When the new router arrived it still didn't work and when we requested an engineer they say it's 65 pound, basically a threat.
Average waiting que on customer service is 45 minutes.
Worst and most unreliable service and help I have ever experienced.
- Location
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- Location
- Arnold
- Reviewing
- Plusnet
- Date
- 2018-07-05
- Comments
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Noooooooo don't do it. This company is useless. We got connected 11 days ago. I'm looking for a way out already . Super slow. Terrible customer service. It's all lies and deception. The cooling of period is from the day you sign not the day of Installation they told me.
- Location
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- Location
- Arrochar
- Reviewing
- Plusnet
- Date
- 2017-03-07
- Location
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- Location
- Arrochar
- Reviewing
- Plusnet
- Date
- 2017-03-07
- Comments
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The worst internet provider I have encountered. I have had no or limited Broadband for almost 2 months. Still it's not fixed. The same circle has to be gone round every time I hear from them. They blame BT . They don't take ownership of the problem. I'm sorry I ever got on the Yorkshire bandwagon. Incompetent is the only way to describe the service. I WOULD NOT RECOMMEND PLUSNET TO ANYONE.
- Location
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- Location
- Arundel
- Reviewing
- Plusnet
- Date
- 2016-11-29
- Comments
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We have two lines. Fibre optic was slower than steerage broadband. I have spent what amounts to a working day calling Plusnet in the past week. Always 30 minutes plus wait and they say they are correcting this but go back on this site and it has been the case since BT bought them. Incorrect advice, promised calls not honored but they are pleasant and apologetic. I pity them having to deal with an endless stream of angry customers.
- Location
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- Location
- Ashbourne
- Reviewing
- Plusnet
- Date
- 2017-09-07
- Comments
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Ive only been with Plusnet 4 days now but, I'm more than happy with the Great service, so so very happy.
All the people Slagging Plusnet off, switch to Sky broadband, then you will realise what poor broadband & customer service is!!!!
Plusnet are miles ahead of Sky & I'm so very pleased I switched from them cowboys at Sky to Plusnet. 110% improvement. Thank you Plusnet!!!! Makes such a big change!!!!!
- Location
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- Location
- Ashford Kent
- Reviewing
- Plusnet
- Date
- 2022-02-27
- Comments
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I manage an account for my elderly parents.
Previous to Plusnet other phone companies couldn’t set this up. Plusnet make everything easy.
I have rang Plusnet several times over the years and without exception they are the most helpful and lovely people.
Today I talked to Daisy in Sheffield.
Problems are sorted straight away . Excellent company.
I would be happy to put you forward for an award for customer service . Thank you
- Location
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- Location
- Ashington
- Reviewing
- Plusnet
- Date
- 2015-01-12
- Comments
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Rubbish no wonder it is cheap lost count the times I have had to phone them down to 1.5 will be moving to another company ASAP when contract is up having to phone again today another 15 minute wait
- Location
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- Location
- Ashington, Northumberland
- Reviewing
- Plusnet
- Date
- 2021-12-03
- Comments
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I contacted Plusnet to move my home broadband from TalkTalk and explained that I only had a 14 day cooling off period before my new 18 month contract started and as long as Plusnet made contract with TalkTalk I would be fine to transfer without paying a leaving penalty. This was duly noted and the first month's line rental taken.
I did not hear from either broadband providers for 3 weeks and then a bill from TalkTalk at my new contract rate. I contacted Plusnet and they explained that they had done nothing and were very sorry. A refund was organised and I was transferred to the complaints team to make a formal complaint. The young lady sounded as if she had just got out of bed and that I should make the complaint online. Disgusting service with terrible customer support. Avoid.
- Location
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- Location
- Ashington, Northumberland
- Reviewing
- Plusnet
- Date
- 2021-12-03
- Comments
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Contacted Plusnet to move my home Broadband from TalkTalk. Explained I only had a 14 day cooling off window with them to move before I would be tied to a new 18 month contract. This was noted and assurances given that this would be done. Plusnet also took payment for the first month. I heard nothing from either provider for over a Month and I am now stuck in a contract with TalkTalk that I did not want. I contacted Plusnet who were obviously very sorry and confirmed nothing had been done . The Customer operator organised a refund and transferred me to the complaints department to make a formal complaint. The complaints operator sounded like she had just got out of bed and told me to do it online Absolutely disgusting service from start to finish . Avoid this company.
- Location
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- Location
- Ashton Under Lyne
- Reviewing
- Plusnet
- Date
- 2016-04-23
- Location
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- Location
- Aspull
- Reviewing
- Plusnet
- Date
- 2020-05-07
- Comments
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Switched today was very apprehensive because reviews weren't great.no problem up and running all devices connected speed fine. Very happy.
- Location
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- Location
- Attalhi
- Reviewing
- Plusnet
- Date
- 2019-08-29
- Comments
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I moved to them, they promised to move my number, they didn't, all what they say if you are not happy we can cancel your contract, they wasted my number, my time, they don't care!
- Location
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- Location
- Aughton
- Reviewing
- Plusnet
- Date
- 2009-09-02
- Comments
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Since being with PlusNet my lady wife knows how to reset the router, I will be requesting the MAC code very soon. Never mind their Blurb just think of the Money and the word Throttle, which is what I'd like to do with Plusnet.
- Location
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- Location
- Averham
- Reviewing
- Plusnet
- Date
- 2017-09-25
- Comments
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terminated my broadband service with no notice, no warning, no apology. Need to redefine what award winning service really is if this is their standard, must be the bottom of the list. Not recommended.
- Location
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- Location
- Avoid upload speeds unusable
- Reviewing
- Plusnet
- Date
- 2023-11-15
- Comments
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Was happy with them for a while, but my wife and I are getting issues for work, teams, FaceTime, blink and ring cameras not working.
Upload speed is 0.5 mbps, new router installed, engineer tried to improve the speed but hopeless, FULL FIBRE is not available as only CITY FIBRE
Want to terminate contract but not possible for 7 months
Looks like I will have to pay twice now for another provider
If you want to use any application or device that needs reasonable upload speeds then avoid PLUSNET
- Location
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- Location
- Axbridge
- Reviewing
- Plusnet
- Date
- 2018-05-09
- Location
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- Location
- Axminster
- Reviewing
- Plusnet
- Date
- 2016-12-19
- Comments
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Good as a new customer, but after that you really do get hit for all charges, I am paying double now than I did when I started, customer service is useless , I look forward to leaving when my contract is finished, I will not give them the satisfaction of leaving early, what they say on the TVs advert is a load of rubbish.
- Location
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- Location
- Axminster
- Reviewing
- Plusnet
- Date
- 2017-08-23
- Comments
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I have always had very good service from Plusnet with an acceptable broadband speed for the area we live in. We have been a customer of Plusnet now for almost 5 years. We live in rural Devon and have speeds of 16-19mb/s. Recently, we noticed our internet was getting increasingly slower and was causing us frustration when trying to stream Netflix and Amazon etc. We put up with it for a while and eventually complained. I was immediately offered an upgrade to Fibre for the same price as I am currently paying. The team member I spoke to was very friendly and efficient and sorted out our problem. Very happy with the service from Plusnet. Great customer care!
- Location
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- Location
- Aylesbury
- Reviewing
- Plusnet
- Date
- 2017-05-07
- Location
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- Location
- Aylesbury
- Reviewing
- Plusnet
- Date
- 2018-12-01
- Comments
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Amazed to read so much negativity on this forum relating to Plusnet. I switched to them from BT some years ago after years of what can only be described as personal abuse.
No, they're not perfect - and their service has declined under BT's ownership, but you do (eventually) get to speak to a UK agent - rather than someone on the other side of the world with English as 2nd or 3rd language.
As with most things in life, you get what you pay for, and while we all chase the cheapest deal suppliers will make service decisions based on profit rather than offer the service that we all crave - but seem unwilling to pay for. Check out with friends & family what broadband costs in other countries !
- Location
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- Location
- Aylesbury
- Reviewing
- Plusnet
- Date
- 2019-01-16
- Comments
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BE CAREFUL - THIS COMPANY IS TERRIBLE! DO NOT HAVE ANYTHING TO DO WITH THEM!
I changed to plusnet from Sky and immediately started having problems where the internet would cut out several times a day. Tried to use the online help functionality but the broadband would cut out half way through each time and I had to start again. Called in twice and eventually got the issue resolved after a month. Then have moved house. First engineer appointment was just cancelled - no information before just that it had been moved to a later date. I called in to advise that I would not be at the address at the later date and would need a call beforehand to make sure I was there to let the engineer in. Was told that this was anyway standard practice so not to worry. Now got an email saying the engineer was unable to do the installation. I have been waiting all morning for the call and have missed no calls. This is a hopeless hopeless service and I will be cancelling asap.
- Location
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- Location
- Aylesbury
- Reviewing
- Plusnet
- Date
- 2021-12-27
- Comments
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I have had difficulty getting signal where I live. I spoke to
Customer service who were so unhelpful. Asked to speak to a supervisor or manager that told me what would happen yet never did!!! Stay away from plusnet…..
- Location
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- Location
- ayr
- Reviewing
- Plusnet
- Date
- 2020-01-12
- Comments
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Absolute tossers. Customer service appalling. THEY suggested I took my custom elsewhere- which I gladly did. No internet connection unless router was reset almost daily, for 6 months. Eventually BT engineer called and replaced one part but said it was outside his jurisdiction but I needed a new router. Plusnet refused to send one. Finally offered me £20 compensation. Now tell me they have chaanged their mind as their 'customer service advisor' did not note it on his record!!!!! Keep well clear. Much better, cheaper and more helpful out there.
- Location
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- Location
- Ayr
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
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Absolutely diabolical company. Tread with care. I joined their broadband and mobile and laid down upfront fee of £6 for mobile sim only, and £25.99 for broadband. After 10 days I have still not received a sim card that they said they ha sent. Then they said they sent a second one, this hasn't arrived either. They are at it. I cancelled the two services broadband and sim, but they wont release my refund. I have no charges to pay, but they are at it. Watch them, they are dodgy dodgy.
- Location
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- Location
- Ayr
- Reviewing
- Plusnet
- Date
- 2020-09-08
- Comments
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I had broadband with plusnet for 1 year total and it has been the worst experience. I work for a broadband company myself so I am aware of what company's can and should be able to do for their customers. In the duration of a month my broadband lost internet twice and they told me I had to just wait and they would fix it which took them a full day to do this, then the same issue happened again within a matter of weeks all while I was working from home so I had to go for these days unpaid as I need the internet to work. I received no compensation for this period of time even though i asked to be refunded and as I work for a company similar to them I know fine well they should have refunded me as I work for a department that processes refunds! The advisors I spoke to we're always nice however always gave me no real conclusion to my issue always sorry nothing I can do then move on. I started my plan at £21 per month for line rental (of a home phone I never received and was still going to be charged for despite me asking the man through the phone not to have this on my plan)and for the broadband. However after not checking my bank for a while this rose sharply up to £36. I was told this was because of the retail price index which is ******** because it goes up by no more than £5 normally on a simple plan like that and then the girl on the phone told me oh you've been paying that amount the full time! She said I wasn't sold the broadband for £21 but I would have never paid that amount for broaband when i live alone and normally struggle to pay my rent and bills nevermind the speeds. I live in a village just outside of Ayr and speeds aren't fast here but it was horrific how to load a movie or youtube video of my TV i had to disconnect from the wifi on my phone so it would load. Don't go with plusnet they are scam just go with literally anyone else for your own good.
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2016-05-11
- Comments
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Joined recently and regret every doing so. . The signal is weak and keeps dropping. The customer service is an oxymoron ( I've never waited less than 40 minutes to get through) and their 'advisers' are rude and unhelpful. I've never once been able to contact their on line suport.Utterly awful.
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2016-01-18
- Comments
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I tried to transfer to plus net from post office and its been an utter farce:
Placed order on Dec 29 - activation date 13 Jan
29 Dec- got text from plus net saying there was a cease order on my line from post office. Called post office, got it removed, called plus net, was told order had been redone and would go through within 24 hours and would go live on 13 or 14 Jan.
12 Jan- no sign of router, called plus net. Told order hadn't been placed due to human error. Order redone, told I'd go live on 19 Jan. Got email 2 mins after call saying go live on 26 Jan. Contacted them again. They apologised for errors and confirmed 26 Jan.
18 Jan- got email from plus net saying I was going to lose my landline number as it wasn't on BT network. Called them and was told email was a mistake again due to human error, but that as a result the order would need to be done again (4th time now) so would be yet another 10 days.
I've now cancelled the order and asked for refund of cash I've paid them which they've said they will. I also asked them to reimburse me £24 for the additional costs I've incurred with post office due to their incompetence, but was refused. I asked to speak to the supervisor, and I am still waiting for him/her to call me back.
I can't understand how they can stay in business when they can foul up something as simple as setting up a new customer 4 times on the trot...
I can't comment on their actual service / broadband speed as they were incapable of supplying me with it...
Back to BT it is for me then, more expensive but at least they are interested in having my business.
Plus net are sadly not doing anyone proud. Based on my experience I can only recommend you avoid them...
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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My BT contract was expiring in mid December so I contacted Plusnet on 21/11 and arranged to transfer broadband and calls. Despite the 10 day transfer claim, by 8/12 I had heard nothing further than the initial confirmation email and the deduction of my 12 month advanced line rental. I spoke to some unhelpful person in an on-line chat who said there had been a problem but nothing had been done about it and he didn't even know what it was (and couldn't arrange for anybody to contact me)! So effectively nobody was bothered until I had asked for an update. He couldn't cancel my order and I had to call the cancellations team at 0800 the next morning which I did and spoke to a very apologetic individual who promised to look at it again and speak to the technical team. He would text me with an update (or call) and I could proceed with the cancellation if I still wanted to. Needless to say there was no further contact so today (6 days later) I have finally cancelled my order because the customer service advisor told me that there was still no progress (over 3 weeks after the initial order!). Shocking service. The company had done nothing about the initial 'issue' whatever it was (nobody could tell me) and the follow up was equally bad. I wouldn't recommend them to anybody (and I now need to spend another few hours looking for the best deal!).
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2018-12-21
- Comments
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I have been without phone for at least two weeks. The broadband drops frequently and when I reported this to Plusnet, the best response I got was to phone them! It's not the first time my phone has been out of order for at least two weeks at a time, it's usually at fault in the cabling, but it's still up to Plusnet to get it dealt with. I have been a customer of Plusnet for many years and this is the first time I've felt strongly about their service to want to leave.
- Location
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- Location
- B339ng
- Reviewing
- Plusnet
- Date
- 2021-07-30
- Comments
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The worst ever,I had to endure plusnet for two years.They offer a one month cooling off period which I wasn't given because it took them a month to set up my connection.
I waited patiently for two years until I was out of contract to then be told I still had to pay a cancellation fee.I happily gave them the £30 and told them where to shove their broadband.I was asked who my new provider was and when I said Virgin the service agent told me he was jealous.
Lol
- Location
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- Location
- B74
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
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Since April 2015 we have had what can be, at best, described as poor connectivity. In the last 9 months every inch of wiring in our house has been replaced. We have had 2 routers, 2 replacement wirings and 2 new sockets yet we are currently receiving 0.5 Mbps download speed (we are less than a mile from the exchange so considered to be 'close'). Having spoken to Plusnet, we should expect between 5 and 11 Mbps. The important point here is that 5Mbps is the MINIMUM exptected value. By Plusnet's own standards they have failed to provide us with 10% of their minimum level of service in the past year. Their customer service is very friendly and helpful but this is mitigated by their inability to provide the level of service required in the 21st century.
There are only so many times we can switch our router on and off and check the connections.
Plusnet may be friendly but so is my labrador and I would not trust him to provide me with a reliable internet connection.
- Location
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- Location
- BA12 6DG
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Comments
-
Apart from courtesy if you can eventually contact them the service is appalling. Webmail has been completely dysfunctional for months and service terrible.
Clearly the BT influence is really coming home now.
- Location
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- Location
- BA35UG
- Reviewing
- Plusnet
- Date
- 2016-09-15
- Comments
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Broadband is rediculous. Constant buffering and dropping out
- 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.