3,751 Customer Reviews over 94 pages
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Comments
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Fine for the price. Been with them for a while and problems sorted out. Sometimes took a while and a couple of visits from Openreach but intermittent faults can be difficult. Downside is time to get through on the phone.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2015-12-27
- Comments
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Been with PlusNet for 12 months and have received a stable Broadband service throughout. The speed dips at peak times but nothing abnormal. Customer service team are UK-based and appear to have common sense. I have needed to call on them during initial setup and for a minor billing issue.
- Location
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- Location
- Bradfors
- Reviewing
- Plusnet
- Date
- 2018-07-05
- Comments
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Ok service if you only want to use it before 7pm... which really on a weekday isn't helpful at all. I can actually tell the time by the broadband crash
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-06-14
- Comments
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I've just switched my fibre broadband to Plusnet and I must say it all went very smoothly and am switched over with no hitches in 6 days from the time I placed my order early one evening.
I found the Plusnet webchat support very helpful for a few questions I had and I didn't have to wait long to "chat" to someone. Additionally I found the communication from Plusnet excellent.
Too early to comment on broadband speed but so far so good!
I nearly didn't go with Plusnet having read the bad reviews on various websites, but since people with bad experiences are more likely to review than satisfied customers, I decided to go ahead anyway - and I've been very pleasantly surprised ....so far.
- Location
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- Location
- Ringwood
- Reviewing
- Plusnet
- Date
- 2016-11-14
- Comments
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I have been with them for 12 months and find them very good. The only issue I have is the long wait time to speak to customer service. When you do get through they are fine.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-12-02
- Comments
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Been with PlusNet and never had any real issues. Any probs had great service from them and were resolved quickly. Am using Windows 10 with unlimited fibre package and is fast and stable. However my main issue I have is using my Email through the Plusnet servier is painfully slow and unstable. Logging into their webmail server is lighting quick, but when trying to populate the in box often impossible with the inevitable `buffer face`, an often times out with `server error`. Have spoken to PlusNet recently on and off without a satisfactory answer. Help!
- Location
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- Location
- High Wycombe
- Reviewing
- Plusnet
- Date
- 2016-12-11
- Comments
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A sequence of mess ups and missed managerial reviews, resulted in 12 phone calls (typically over an hour long) and 4 months without internet. What did we get in compensation? £12 which didn't even cover the cost of calling
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2016-11-23
- Comments
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I've been with Plusnet for about 13 years now since we moved away from a street with cable (which I preferred).
I've had very few issues during that time. My one major complaint, and it has only started recently, is that the webmail seems to go down with some frequency. It is very annoying when you compose an email if you cannot send it. I don't really understand the prob. because when I use Outlook I hardly ever have a problem.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2019-03-13
- Comments
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The People at Plusnet custermer service offered a very prompt and friendly service, when dealing with my complaint they looked into my problem in a very quick and friendly manner and they where really good at talking me through how to fix my problem, they also stayed with me on the phone and where very patient. Much appreciated⭐️⭐️⭐️⭐️⭐️! However, Sometimes your broadband speeds can be a bit slow sometimes. But, hey these guys things happen!
- Location
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- Location
- Potterspury
- Reviewing
- Plusnet
- Date
- 2015-04-03
- Comments
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Been with them for 10 years now. Yes, sometimes the support is a bit slack, but to be honest, no company is perfect at this any more. Speed is mostly good (even though we are in the countryside) and I think that I've had a couple of outages in the last 8 years that we've been here. Just waiting for BT Openreach to make FTTC live in the village and I'll go to that with Plusnet too.
- Location
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- Location
- Wissett
- Reviewing
- Plusnet
- Date
- 2020-08-02
- Comments
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On the whole excellent. Just one gremlin that stops me giving 5*. Recently bought LG tv from John Lewis along with their +Net broadband. When watching All 4 app in particular Walter or Netflix, it is at times slow to load and sometimes unavailable. Mystified as on our iphones, tablets, laptops and PC it is very fast and never any problems. Any advice?
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2015-02-26
- Comments
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Very reliable and decent speed but quite frankly the most incompetent outfit I've ever used. Had to make three separate appointments for installation, took a day off each of them and the first two they cancelled without even doing me the courtesy of informing me. When it came time to cancel they said that any outstanding bill would be resolved via Direct Debit yet I have just received an email telling me to pay an outstanding balance or it will be passed on to a debt recovery agency. Their claims about customer service are obviously the product of some jaded and sadistic sense of humour.
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2015-05-01
- Comments
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Started with Plusnet at the beginning of the year and they were very helpful when BT cut me off a day early on the changeover and got me straight back on. Had a billing problem over the last few days but customer service was brilliant. Manager DID ring back when he said and problem is now sorted to everyone's satisfaction. All contact via email and Plusnet message service kept me up-to-date with progress at all times.
Broadband is a bit slow at times (but it was the same with BT so it could be the area) so not recommended for heavy user. Perfect for me with emails and a bit of browsing. Speed still OK to watch MotoGP live on iPad!!
- Location
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- Location
- 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
- 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
- Kent
- Reviewing
- Plusnet
- Date
- 2023-06-06
- Comments
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I have been a Plusnet customer since 2008. Had quite a few problems with back in the past so went to fibre TTC and there was a great improvement. The customer service is very good when you can get through. Next year my 24 month contract ends and Plusnet wants to increase it by over £20 per month. This will not happen as I will seek another supplier.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2020-08-11
- Comments
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Joined Plusnet a year ago & everything went fine. I have had no problems whatsoever. However, now my contract is coming to an end they want to increase my payments by £13 per month which I'm not happy with. I don't mind an increase in cost but £13 is a bit too much, especially when I only have ordinary broadband & not fibre. Now I have to look elsewhere & it's a shame because I've been very happy with them & it's a hassle to sort out another ISP but I will not pay an increase of £13 per month.
I have tried to phone them to discuss this on a number of occasions but cannot get through, I give up after 30 mins holding, I can't wait all day for someone to talk to me. This is why I give them one star for customer service.
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2019-03-15
- Comments
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I've been with plus net around two years now and have never had any issues really until recently. I noticed that over the last few months that I had been charged more than my normal bill. I contacted them and waited 40 minutes before someone finally picked up the phone.I was told by an operator that it was because i had not renewed my contract. I set up a new contract and was surprised to find I had been charged an extra £15 on top of what was supposed to be £32 per month. When I called back I spoke to a really nice and helpful operator who said that I would be refunded and sent me an e-mail of my new plan. It's early days for the refund but I will wait and see. Reading through all these reviews has made me worried about entering into a new contract with plusnet,I'm also shocked how a company can operate like this and provide which seems,(going by most of the reviews) such an appalling service. Avoid.
- Location
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- Location
- Rodney Stoke
- Reviewing
- Plusnet
- Date
- 2018-11-09
- Comments
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Overall happy with service.
Was quoted a speed of 7.00Mbps and am exceeding to 8.00mbps.
Unsure whether that warrants a £35.00 a month fee for fibre but currently happy.
Massive shout out to Michael Trimmer of the customer service support team. Excellent help, polite and patient.
Josh
- Location
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- Location
- North
- Reviewing
- Plusnet
- Date
- 2016-07-09
- Comments
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Excellent customer service, the website is great, and the staff on the phone are superb. However after a few months I ran out of patience with the throttled speed under the data traffic management system. If we were just surfing it wouldn't be an issue. But we stream TV quite a bit as well so it is. I have triggered an early break based on the forthcoming price rises so we can move to a truly unlimited service provider such as Sky or BT. But if you just want to surf at a budget price with 100% hassle-free customer service then they are fine.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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There was only a short wait the last time I used Plusnet's helpline a few years ago but I was in for a nasty surprise when my internet went down yesterday. With an estimated wait time of up to an hour I wrongly assumed there was a major failure at Plusnet's end and decided to try again when the helpline re-opened this morning if there was still a problem.
Despite making a call dead on 07:30 I still had to wait 20 minutes before being connected to an advisor. I have to say the person I spoke to was very efficient and knowledgeable and soon helped me resolve the problem. However, the average wait time today was 47 minutes which is completely unacceptable and is very much at odds with the claims made in their TV advertisements.
- Location
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- Location
- Loughborough
- Reviewing
- Plusnet
- Date
- 2020-01-19
- Comments
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Never had any problems with the broadband stability or speed, and I have been with plusnet for more years then I can count.
In the end what made me move away was the constant mistakes with billing. Everything was fine until I moved package then it was just mischarges month after month.
They got it sorted in the end, but by then I had lost my faith in the company.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2017-02-26
- Comments
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Broadband access generally OK.. IMAP service rubbish.. very slow with Outlook 2010.... server not responding etc..
- Location
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- Location
- Clacton
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
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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
- London
- Reviewing
- Plusnet
- Date
- 2016-12-21
- Comments
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Plusnet offer good deals and I found their system worked best for our BT line situation at the time.
When we initially got set up there were problems with BT getting the line up and running as our property hadn't had a working line. It took about 3 months before it was finally up and running. I'm not sure how many of the no shows by BT, mistakes and missed callouts were Plusnet's fault.
Since installation, we've had little cause to call up. The service has been fast (80mbps), reliable and reaching all areas of our flat.
However, I've found the incredibly long call wait times to be pretty constant at 30 mins+. It used to be you could call up and speak to someone in the UK really quickly. Now you might as well not bother calling. They keep saying due to high demand just employ more call centre staff with the money they charge!!
- Location
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- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2014-11-04
- Comments
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Have just moved to Plusnet in last 2 weeks.
There have been a few connection problems which were due to external phone line/ exchange which were overcome speedily and without fuss.
Customer Services have been fantastic.
Its early days so hope it continues, such a change of attitude from my last provider.
- Location
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- Location
- Lancaster
- Reviewing
- Plusnet
- Date
- 2018-09-11
- Comments
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I spend hours on the phone waiting while Plusnet help other customers. I've had a problem with emails recently. Most of their staff are very friendly but not necessarily helpful. Today I encountered one whom I felt was distinctly unfriendly and not very willing to help. I responded by pushing him and we solved the problem!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-05-03
- Comments
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Signed up for the cheap broadband offer and was pleased by service. I was kept informed throughout and the router arrived on time. On transfer day I was without internet for a couple of hours but when I phoned customer service the problem was immediately fixed. And I received my £75 payment card within about 10 days. So everything went well.
- Location
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- Location
- Medway
- Reviewing
- Plusnet
- Date
- 2016-05-31
- Comments
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All was great until I went to cancel and then they hassled for cancellation charge, they only cancelled the phone line and not the Broadband even though I had said I had moved out? then it worked out that they had overcharged me after I had cancelled, so after some discussion, only had to pay £3.02 to cancel and not the £30.
- Location
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- Location
- Halifax
- Reviewing
- Plusnet
- Date
- 2016-05-26
- Comments
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AVOID - hidden charges !!!
Speeds very low at peak time but to be charged £30 for a disconnection fee when I'm not in contract is a joke. It's hidden away in your terms & conditions. Avoid at all costs !!
- Location
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- Location
- LIVERPOOL
- Reviewing
- Plusnet
- Date
- 2018-01-22
- Comments
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Every thing went smoothly when I switched to PlusNet, so did not need to talk to Customer Service hence no marks for that. Phone and broadband fine and I got the £50 bonus, so I am happy.
- Location
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- Location
- grimsby
- Reviewing
- Plusnet
- Date
- 2017-07-30
- Comments
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Customer service what Customer service it's like a joke phone line to ring you will get though but it will cost at least a hour of your time, and still not get a result
- Location
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- Location
- Harrogate
- Reviewing
- Plusnet
- Date
- 2016-12-22
- Comments
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No problem with joining and the speed of service.
Sadly teh customer service leaves a lot to be desired. I took on a years contract & paid upfront for line rental. No problems with that except that when I tranferred to another provider at the end of the contract, Plusnet automatically put me on a rolling monthly contract that started AFTER the transfer date and despite them knowing full well that I was leaving them. Fortunately I had cancelled the direct debit once they'd collected the balance of call charges. I've been receiving threatening emails and texts ever since demanding money for a service I didn't request and has never been provided!
Trying to speak to a human being is nigh on impossible and when you do get through they put you hold for 8-10 minutes whilst allegedly checking records.
At the end of this they claim that I am at fault for not ringing them up to cancel a service I didn't order - go figure.
Won't be joining Plusnet again. Ever.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2020-07-21
- Comments
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I had an issue with my broadband cutting it. It took 3 calls to get it sorted. The agents I spoke to were all nice and provided good customer care. Fixing the problem was frustrating but we got there in the end. Overall not perfect but to be honest it was a million times better than Vodafone!
- Location
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2015-06-20
- Comments
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I have been using Plusnet and have been a big supporter however I have been left with a bad taste recently after my bill went from £7.50 per month to £30 - £40 per month (prices differed each month).
I phoned customer services who informed me my contract had expired (part of the jump was to do with now paying phone line per month where previously we paid the phone line up front, the additional cost was because we were out of contract).
I said to the adviser that I haven't received any notifications informing me my contract has expired, he said that I had received one and then tried to get me to renew my contract. I checked all the emails including deleted emails and I couldn't see any informing me of the approaching expiration or confirming expiration or asking me to renew.
I then tried contacting them using the online chat where the adviser said they don't send 'end of contract' reminders it is down to individual users to know when their contract expires (conflicting information). I am so unimpressed they don't send simple notifications, it seems pretty obvious to me extra revenue is being made from unsuspecting customers instead of sending out simple renewal notifactions.
If they had just sent a simple automated email informing me my contract was ending do I wish to renew, I would have renewed. They have obviously made a business decision not to do this.
I sent a complaint last week and am currently waiting for a reply. I will let you know their response if they reply.
- Location
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- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2016-03-06
- Comments
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customer service is a joke always a 30 min wait to speak to someone should be prosecuted under trade description act they have not done me proud 7 weeks so far without phone antiquated fault reporting system you have to obtain a ticket to register a fault! internet is fine(fibre)though
- Location
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- Location
- Monmouth
- Reviewing
- Plusnet
- Date
- 2016-09-12
- Comments
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I have mixed views on Plusnet. I recently switched to them and the handover was smooth. I then upgraded to fibre broadband but the speed was about half that predicted. Engineer attended to fix and the speed has been excellent since. However, in replacing the old socket, he disconnected ADSL from the other one in the house without telling me (having already told me I could plug my router in on the other socket but I would probably get a slower speed). Calls to get this resolved have wasted a lot of time; 30 mins in a queue and then 15 mins to raise a complaint. The call handlers try hard but they are obviously constrained by poor processes and the actual provider, our good old friends BT and Openreach.
- Location
-
- Location
- howden
- Reviewing
- Plusnet
- Date
- 2018-12-18
- Comments
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Good, unless you need customer service.
Reported Internet down "authorisation failure", took 4 days to get a response despite adding ironic comments to the update every day.
Wish I was near to contract end!!!
- Location
-
- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2019-02-28
- Comments
-
Forget the ad on TV telling you how 'caring' Plusnet are - that really is a load of rubbish. The customer service is appalling - they over charge you and take forever to refund. I find the speed and reliabilty to be good, but I'm not sure I can tolerate the useless CS much longer!
- Location
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- Location
- Spixworth Norfolk
- Reviewing
- Plusnet
- Date
- 2018-04-24
- Comments
-
About 2 miles from telephone exchange and on fibre to the cabinet then 200m copper wires. Early morning before 8.30am good speed but then slows down as more people are on internet. afternoon much the same and worse after schools are finished. Sometimes it will say websites are not available as it takes so long to load them. Been told the exchange needs updating but as more properties are built in the area so more people using the internet and it gets slower. Also told other providers are much the same.
- 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.