3,751 Customer Reviews over 94 pages
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- Location
- Knebworth, Hertfordshire
- Reviewing
- Plusnet
- Date
- 2021-11-16
- Comments
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I have been a plusnet customer for several years. From 2019 - Oct 2021 our household started having intermittent connection problems. A couple of times it's been the outside line to the property. However the engineers were out ASAP and fixed the speed issues very quickly. The other has been device problems, connecting to the internet and maintaining a consistent connection or web or social media sites not loading properly. I used my own router and moved back to plusnet's Hub1. This still was not much better. I now have purchased a new router which can handle many more devices (an AX3000 spec) router and replaced plusnet's default DNS addresses and googles with BTs and now all is behaving perfectly once again. I can't fault customer service, this has been excellent. Probably one of the best out of all the companies I've delt with. IM about to renew my broadband package and having looked at other reviews I dont think I'll be changing for a cheaper provider.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-11-15
- Comments
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Plusnet is the worst Broadband company and customer service.I cancelled the contract after 1 month that I didn't provide internet even one day . After cancellation ,they threatened me to return the router otherwise they would charge me for it!!
Do I work for Plusnet to waist my day to pack it and go to post office to post it!!!
- Location
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- Location
- Keighley
- Reviewing
- Plusnet
- Date
- 2021-11-11
- Comments
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If I could give zero stars I would. The WORST EVER internet provider. How do they get customers . Nothing ever works correctly and they can't ever fix any issues. Go elsewhere.
- Location
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- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2021-11-09
- Comments
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Honestly hands down the worst company We’ve been with at least the other companies told the truth when they messed up, plusnet will saying it’s your router or wires or location when in fact they’re the issue, had a new router fitted a day ago after our Wi-Fi was down for 2 days, cause that’s the “issue” after an engineer with plusnet reviewed it, next night down once again, god awful.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-11-05
- Comments
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Please avoid at all costs. Terrible and inconsistent broadband, and customer service that never helped or cared. I've counted down the days on the 18 month contract and I'm so happy I'm now able to change provider.
They even messed up my installation and left me without broadband for a week. But customer services sent me a 50p bill credit, and did nothing else.
Very very very bad.
- Location
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- Location
- Llantrisant
- Reviewing
- Plusnet
- Date
- 2021-11-03
- Comments
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The worst broadband provider - avoid at all costs .
Internet keeps going down - plusnet tried to change frequency, sent a new router (just as useless) and still the service keeps dropping .
Working from home both days and nights - and service drops overnight , yet no support to get this back up as they close at 10pm.
Have called several times , yet because it’s not dropping often enough (they say) I would need to pay £180 to leave .
Avoid avoid avoid !!!
- Location
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- Location
- Llantrisant
- Reviewing
- Plusnet
- Date
- 2021-11-03
- Comments
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The worst broadband provider - avoid at all costs .
Internet keeps going down - plusnet tried to change frequency, sent a new router (just as useless) and still the service keeps dropping .
Working from home both days and nights - and service drops overnight , yet no support to get this back up as they close at 10pm.
Have called several times , yet because it’s not dropping often enough (they say) I would need to pay £180 to leave .
Avoid avoid avoid !!!
- Location
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- Location
- Selsdon
- Reviewing
- Plusnet
- Date
- 2021-11-02
- Comments
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What a waste of money these guy’s make talk talk look amazing they have ruined more football matches than can be imagined! They have cost me customers for my business and the sooner we are rid of this useless service the better !! A joke of a company that I hope goes bust very soon so no one else has to go through the same xxxxx experience I have
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2021-11-02
- Comments
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Impossible that Plusnet is one of the Which winners. They must pay them.
Broadband speed is terrible, we just moved to them and now, we can't call by WhatsApp, Netflix films freezes, customer service is terrible, they make you wait on the phone for over 30 minutes waiting for you to give up and put phone down as they now you already call them for support. My broadband speed should been minimum 40gb and we only getting 13gb. They are terrible.
- Location
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- Location
- McClure
- Reviewing
- Plusnet
- Date
- 2021-11-01
- Comments
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The only reason we've connected to this ISP was because we had no other alternatives. The service is bad - speed was fluctuating, the line was unstable and during the first 2 months wasn't even hitting 40MB/s while paying for 60. The technical support is even worse though - they had to send their engineers (3 different ones mind you) during 2 months of troubleshooting. Just don't bother.
- Location
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- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2021-10-29
- Comments
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Living in a rural location I accept a slow connection speed and I only have a choice of BT or Plusnet (BT owned) as providers but the difference between BT and Plusnet is customer service and reliability, absolutely none on both with Plusnet, avoid them, they are deliberately poor, there is no need for the poor quality router, the awkward replacement to a better router, the terrible automated support Bot (useless) and the total lack of a person to speak to. I contacted the telephone support line after 2 days of no connection to broadband and the answerphone told me to call back another day as they're busy at the moment and then cut me off. I'm stuck with the lack of choices but that day is coming with rural broadband being available to me in the near future, goodbye BT and Plusnet, you will not be missed.
- Location
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- Location
- Weymouth
- Reviewing
- Plusnet
- Date
- 2021-10-29
- Comments
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Broadband seems reliable and speed is good.
Try getting through to customder service however; it is impossible. Huge waiting time on the phone until you get fed up and hang up. That alone is enough to want to leave them.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2021-10-28
- Comments
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I signed up to a Plusnet broadband deal for 18 months. It was installed by a openreach engineer who made a terrible mess of things. Mainly to my next door neighbours outside telecoms cable box. They didn’t have WiFi for a week after the engineer cut through cables in the box and also one cable in the exchange box at the other side of the street.
My WiFi worked fine for three and a half days then stopped. I phoned Plusnet and they said it could take another two days for someone to look at what has gone wrong. After a few hours of wondering why I was paying for a service that was not providing a service I called Plusnet again and cancelled my contract.
I expected a much better stable broadband connection.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2021-10-25
- Comments
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The routers that they send you are terrible. Ours made an awful noise all the time, I asked for a new one, and the new one did the same thing.
Customer service is absolutely terrible. During the pandemic you couldn't get through to anyone. The phone lines were dead.
Luckily I managed to get out of my contract early when we moved home because these idiots couldn't even transfer our broadband. That's right, they couldn't even keep a contracted customer because their systems are so bad.
They tried to con me by saying "we will cancel your current contract and add you as a new customer". I knew I could get out at that point and luckily I did.
Avoid.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2021-10-22
- Comments
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Moved from BT because I was paying a lot for a slow connection, which is all that is available here. Plusnet is much cheaper. The switch was simple - just a few hours between BT turning me off and Plusnet becoming active. The speed is the same - not surprising since it is the same network. I didn’t even need to set up the Plusnet router. I just put my Plusnet user name and password into the BT router and it works perfectly. I suspect the Plusnet router is less sophisticated than the BT one, but I haven’t tried it. You get some extra bells and whistles with BT (wi-fi hotspots etc) but, if you don’t need them Plusnet seems like a good bet.
- Location
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- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2021-10-13
- Comments
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The issue that I have experienced was: Had no Internet for a week
Rang several times and basically been told tough luck they can't do anything its BT
The Internet has gone down I work from home and have been warning them for days that this Internet connection is causing me to drop important social emergency calls and I will be dismissed if it continues.
I have now lost my job, the Internet is still not fixed and plus net are refusing to let me out of my contract or even stop charging me for a service they dont provide
AVOID AVOID AVOID AVOID
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2021-10-11
- Comments
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Locked in a dispute with Plusnet. I signed up for their award winning customer service after growing discounted with BT. Big mistake.
It took them 17 days to switch. Three more than the official cooling off period. After receiving mail to welcome me to their service I connected the router which failed to connect so I contacted their award winning Customer Service team. Instead of advising me that sometimes things don't click right away and that I needed wait a bit longer I was run around and made to jump through hoops. Wasting my time and patience.
To the point where I decided to cancel and move to EE (who are also owned by BT). They have since charged me early termination fees to cover the cost of their bumbling incompetence and less than adequate customer service.
- Location
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- Location
- Rochdale
- Reviewing
- Plusnet
- Date
- 2021-10-07
- Comments
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A lot of the complaints are about the reliability and speed. I have not had any such problems, in fact very reliable and fast. The main reason is that when I joined I immediately purchased a BT Smart Hub 2 from ebay for peanuts. This is a very good router and works fine on Plusnet as long as you change your username and password. My gripe with Plusnet is their customer service and the latest wind-up is moving home. I informed them I was moving in 2 weeks so that they could transfer the service. I was told it would cost £65 unless I took out a new 2 year contract at £3/month more expensive than my current contract. I refused to be bullied into a new contract since I still had almost 12 months to run on my present one. I reluctantly paid the £65 (no mention of this on their website). It has now been confirmed they, against my wishes, have put me on a new 12 month contract which is more expensive than the existing one and when I pointed this out they added a £20 credit to my account. Why not just transfer my existing contract? They have now informed me they cannot transfer until 5 days after I move. Why am I paying so much for so little service? My daughter has just moved her Sky BB in just over a week and free of charge. Plusnet, you let yourselves down in so many ways and after this contract expires never again.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2021-10-06
- Comments
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Worst provider there is, you will rarely get the speeds you are paying for. Not only that but its the most unreliable service out there, been with them for a few years as I don't play for the internet in the house. In them years of being a customer my internet has go down way too many times at least 5 times a week, you will lose all internet for about 30 mins then its back but still slow. 0/10 Would recommend that people who are looking for a provider this is most definitely the one to avoid.
- Location
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- Location
- Ormskirk
- Reviewing
- Plusnet
- Date
- 2021-10-02
- Comments
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Dear Philip, I understand that BT is the owner of Plusnet. Sorry to be writing to you with an email you do not truly want. I am writing this to ensure that you are aware of the poor performance of a BT-owned company. I would like to suggest that you look at the reviews being left on Trustpilot for Plusnet, currently, the current score is 1.4/5. Unfortunately, I have seen it necessary to add a negative review adding to the woeful list. I have just left what I believe is my fair estimation of their performance. Sorry, this mail is wordy however it is balanced and fair. Introduction:
Plusnet, what a massive disappointment. I couldn’t give a sub1 star, or I would. Plusnet offered me a cheaper service with good speed... I thought "What could go wrong? I mean..... they even have UK Call centers”.How far from the truth could I have been? Please read if you are thinking of using Plusnet as it may save you time and money. The issue: Broadband supply to the house seems stable at 44Mbps (GOOD)and an upload for 13Mbps (GOOD)
Wired Ethernet (RJ45) seems to be OK (GOOD)2.4 Wifi works very slow. 20mbps max but stable (POOR)5 Wifi is unusable with constant dropouts in Wifi and down to sub 2 Mbps performance. (TERRIBLE). I rang for assistance: Plusnet, the first person I spoke to was rude, passive-aggressive, and really wasn’t the person I would expect to find as someone to offer help to others. The second time I rang, I spoke to a nice guy who really did try and help. But after more phone calls, it just developed into a long list of reasons why they were not to blame, and why they refuse to guarantee their own products Wifi performance. I suspect this is because they know it is such a poor performer. Plusnet excuses: They continued to tell me, it was most likely to be my issue, due to a very long list of excuses which were based on no data: Geographical location, The distance from the router to my computer, Local interference, The house structure, Other Wifi transmitters local to me, My computer. The reasons just went on and on. My Findings:
The Vodafone Router and service that I used before had no issues, the 2.4 was faster by far and the 5 was rock solid. I found the same good performance with2 or 3 other routers before from other providers. I believe that this proves, many other different routers did not have the issues the Plusnet item did. I did explain this to the Plusnet team, but they're relentlessly stated; that they don't offer a promise that the Wifi will work! I still find this amazing almost item that connects to the internet use Wifi. Is it legal to supply a product contained in a contract that doesn’t do what it says it can? The Fix: I tried everything they offered to fix it, not one of the items that Plusnet advised proved the reason for the issue. The nice guy from the second phone call clearly told me that the router is most likely the issue and it would be good to use another. I bought an Asus router for the cost of£220 and set that up. Since this, I have had fast unbroken service.
Plusnet’s Resolution:
I received an email request for a response of how their customer services had performed. I took the opportunity to inform them that they were poor performers and welcomed a phone call to talk about it. I was surprised that they did call! I ran through the hours (10 plus)that I had spent in total trying to correct the issue. I was offered £35 as a contribution. I explained this is pocket change and was insulted that they thought this was going to make me happy. I asked for them to contribute 50% of the cost toward the router, which, I had bought to correct the issue, and which has fixed the issue. His answer was “No”. I made it clear to the manager that I was going to write this review of Plusnet because they were not willing to contribute 50%. His response was apologetic but thought that this was not their issue and I was asking too much.
I feel leaving this 100% honest review may protect potential future customers and warn them.
From the adverts I have seen, Plusnet, in my estimation promises to be a great and friendly service, this really hasn’t been the case for me.
- Location
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- Location
- Brigg
- Reviewing
- Plusnet
- Date
- 2021-10-01
- Comments
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Absolutely Anything BUT Garenteed Speeds I Am Currently Playing For The 60mbps Pack And Im Receiving 1/6 Of That Speed I Should Be Garenteed Absolutely Shocking How Bad You Get Scammed Nowadays Horrible Speeds
- Location
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- Location
- Scunthorpe
- Reviewing
- Plusnet
- Date
- 2021-09-25
- Comments
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Appalling service been using it for 1 and a half years, had too many issues that aren’t even countable. Everytime i ring nothing is taken seriously, a new old router is sent out and doesn’t work and all, have the wiring re done, an engineer came out and said they’d given us the wrong router and it never works, no wifi ever, would never recommend this service to absolutely anyone it’s terrible, can’t watch anything on tv because the wifi is never actually working.
- Location
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- Location
- South west
- Reviewing
- Plusnet
- Date
- 2021-09-20
- Comments
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Advertised online on the sign up page that you get a reward when signing up then refused to honour it. Nowhere in the T&C did it say you had to sign up over the phone. Terrible false advertising and speeds aren't great either.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2021-09-20
- Comments
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Been a customer for 5 months now. Lot of distortion in VOIP services specially. Having issues with 2.5G and 5G integrated services in broadband, been advised to manually selecting the channels by going to admin window every now and then. Now I realise haven't been able to use my claimed rewards, which turned out to be a no simple process. Trying to activate the card but missed the deadline as stuck with Covid and isolating with the family. I have asked the customer services what could be done as I have missed the timeline for activation and surprisingly there is NO way you can get it back so lost another £50+ to plusnet. Now they have raised the monthly charges in first 5 months of 18 month contract. Still having the technical issues and not even getting the rewards which I have asked and explained missed due to medical emergency. The solution they have made is disabled the 5G line, which obviously impacting the speed. ZERO help so far and ZERO improvement on my complaints. STAY AWAY!!
- Location
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- Location
- North Yorks
- Reviewing
- Plusnet
- Date
- 2021-09-19
- Comments
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I was overcharged by £70 by Plus Net almost 18 months ago, nothing seems to get them to cough up despite their flu agreement that they overcharged us and that we should be refunded. Absolutely sick of this company. if we haven't been refunded by the time the contract is due for renewal, we won't renew. To be avoided.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2021-09-17
- Comments
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Good customer service and good initial deal. We live in a 2 bed flat and the wifi doesn't reach our master bedroom which has been frustrating. Able to stream fine in living/dining near router. Now moving and have been offered slower speeds for higher price with no wiggle room. Easy decision to change to Virgin with a good deal and faster speeds.
- Location
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- Location
- Leigh-on-Sea
- Reviewing
- Plusnet
- Date
- 2021-09-17
- Comments
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Plus net has cost me a fortune lately. Terrible WiFi for months, cant work from home, can’t watch iplayer etc or search google without dropping out all the time.
Engineer said nothing wrong with broadband, need new hub.
Plus net said it’s my devices causing the problem & nothing wrong with hub.
Had to pay plus net to leave their contract early now & joined BT. Funny how everything is perfect now I’ve got a new hub. Grrrrrrrrrr
Plus net- just don’t do it. What would a new hub have cost them? Now lost my custom & definitely lost my respect
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2021-09-16
- Comments
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Would not recommend - the router’s power cable stopped working suddenly on DAY 1!!!!
- Location
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- Location
- N. Ireland
- Reviewing
- Plusnet
- Date
- 2021-09-16
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-09-15
- Comments
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Don’t do mistake and dont join them because of the price.
I been with them and I swear it was disconnecting every 5 minutes. Horrible system.
Also I left them last month but they charged me double because of the mistake they made that my contract would finish earlier, they have to refund me £25 but rubbish customer service didn’t solve the issue.
Save your money and dont join them and save your money and time
- Location
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- Location
- SW1V 2EX
- Reviewing
- Plusnet
- Date
- 2021-09-14
- Comments
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Disgraceful customer service. Moved house and then had to deal with total incompetence. Don't go near these cowboys.
- Location
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- Location
- Galashiels
- Reviewing
- Plusnet
- Date
- 2021-09-13
- Comments
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Just a small problem with an amnesiac third party router. Kyle was great - just talked me through the process and made sure I had all the necessary details for a quick fix. Excellent - previous service issue was solved promptly and politely too.
- Location
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- Location
- Sedgley
- Reviewing
- Plusnet
- Date
- 2021-09-12
- Comments
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Worst decision ever made, Broadband speeds are diabolical, and randomly drops out it might as well be dial up. Customer service is a joke they obviously employ idiots who can’t use their initiative. I will be taking my disgust to the ombudsman as they are not providing what was promised, and haven’t rectified the problem. I suggest others do the same.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2021-09-11
- Comments
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Reased my bill twice in three months never got a 50 pounds girt card totally rubbish service especially customer services would not recommend to my worst enemy!!
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2021-09-09
- Comments
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If only I could give them a 0 review. We are a pharmacy and we should have had Plusnet move our line over on the 27th Aug, but to date 9th Sept still no phone line or broadband. The move was supposed to be from old provider to them and supposedly a simple switch. To date they have not sent out an engineer after promising us on 3 occasions and all they seem to do is continue to make false promises. We have had one of our housebound patients go into hospital as he was not able to get through to us in order to have his medication delivered. Absolutely diabolical company, worst provided I have ever dealt with. You can even talk to the managers all they say is they will only tell you the same as what we tell you !!
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2021-09-08
- Comments
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Recently had to leave plusnet through moving home. They were all nice nicey until I'd left. Then the threats came. Contacted customer service average answer 25 minutes about them charging me £162 for an exit fee. It's our mistake don't worry. But yet the threat as been escalated to a debt agency. Absolutely diabolical service. Don't go near.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2021-09-08
- Comments
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Terrible mistake changing to Plusnet. From day one had issues connecting to internet:
1)Buffering
2)Loss of sound when watching films on Netflix or Prime
3) frozen screen
4) unresponsive computers
5) upstairs always and even sometimes downstairs sat right next to router end up using mobile data to watch something
6) constantly router goes off
7) speeds drop
They say it's because they provide budget routers which need us to buy our own booster...never told us that when they tied us into the dam contract! They say they just provide the connection but are not responsible for what happens to it in the house.
Never had problems with Sky..sadly changed to save some money..big regret. Can't wait for the contract to end.
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2021-09-08
- Comments
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I’ve been with Plusnet for six years and am really happy with them as my broadband provider. My internet works perfectly most of the time, the few times I’ve had issues they have sorted them out really quickly. They are easy to get hold of on the phone (don’t have to wait too long in the queue), the customer service is excellent - they are friendly, helpful and quick to find a solution. I just upgraded from standard to Fibre broadband with Plusnet and it went without a hitch - had an issue setting up the new router but they answered my call within minutes and provided a solution immediately, now I have superfast internet. Really happy with Plusnet, so glad I decided to renew with them.
- Location
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- Location
- Northwich
- Reviewing
- Plusnet
- Date
- 2021-09-07
- Comments
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I suspect many of the recent 1 star are fakes, someone trying to reduce plus net rating. I have no problems with plus net, other than being put in a queue for customer support. Speed is good, never drops below 70Mb/s. Very few drop outs (I can't remember one since BT (or whatever they are called now) fixed a fault on the line about 3 years ago. I have been with pmus net for at least 15 years and can not see me changing ant time soon.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-09-05
- Comments
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The worst internet provider I ever met!
Most of the day doesn't have any internet speed!
If you call them the answer is there is no problem, everything is fine!
It will be a very long 18 months for me.
I won't recommend them to any one. Avoid plusnet!!!
- 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.