3,751 Customer Reviews over 94 pages
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2015-12-06
- Comments
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Have just renewed for the 5th year, would not consider going anywhere else. Plusnet are THE BEST in my experience, and the 2 people I have referred agree with that. Customer service is great, line is always reliable, and the service is top value for money. Line speed is not the best but it's fast enough for me and never holds me up.
Most of the bad reviews here are probably written in anger by people whose hobby is moaning - check out their language and spelling and punctuation and that tells you something about the worthiness of their opinions!
It's time to put a genuine good review on here to balance it up - people who are satisfied don't often write reviews, they are too busy enjoying their Plusnet account.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Comments
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What an appalling company, I move my broadband annually and have never had any problems with any other provider until agreeing to go to this shocking provider. I've spent hours waiting on their phone and chat service, I've had to chase them once I've sent emails. I reluctantly agreed to upgrade to fibre to improve my speed, only for me to waste a whole day off waiting for their engineer who failed to arrive. They actually charge the customer should it be the other way round - how much should I invoice them? To add insult to injury, they never even phoned/emailed to apologise or explain, I called a week later and they didn't even realise! Don't be fobbed off with a £50 cheque refund neither because it never arrives. My kids can't play their Xbox and iPad at the same time due to the awful speeds, my advice would be to stay clear, can't wait for my contract to end July 2016!
- Location
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- Location
- Conwy
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Comments
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I have been with plusnet for 6 years without problems,but now that I have "upgraded" to fibre I can't stream tv programs as I don't have enough broadband ! And a 1hr wait for coustomer service to answer the phone, wish I had just stayed with the normal internet I had...Don't upgrade to fibre that's my advise.
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Comments
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Broadband slow and unreliable. Phone now not working and I cannot login to the plusnet site even when I enter the details given to me by the site. I want to get out of my contract the service is appalling. I am now held on the service phone line for too long. under no circumstances would I recommend plusnet
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Location
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- Location
- DURHAM
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Comments
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I joined Plusnet in Sept 15 due to good ratings from some broadband comparison sites. I wish i had looked at Trustpilot before choosing Plusnet. I have never had any issues for years with other suppliers yet from the day i went live with Plusnet the issues started. Speeds dropping at peak times, not even enough to use my now tv box wired. Must have made over 30 contacts with Plusnet mostly 45 min waits by phone and using chat to no avail. There have been so many theories, engineer states that there is nothing wrong with my line. Some of my friends are having the same issues (Throttling). I HAVE GIVEN UP AND COUNT DOWN THE DAYS TO LEAVE THIS BROADBAND HELL!
Look at the recent rating on here and other sites, how can they get 3 stars?
- Location
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- Location
- Malvern
- Reviewing
- Plusnet
- Date
- 2015-12-04
- Comments
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Un-contactable and unreliable slow internet. There is nothing positive to say about plus net any-more. I have been with them since the days of dial-up and now they are absolute rubbish. Avoid at all costs. They don't deserve your business because they no longer care about or serve their customers.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-12-03
- Comments
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I came from Origin Broadband which was Digital Region and sadly it came to a End 14th August 2014. That means I lost Fibre Optic in my area I had a speed of 2mb lucky to get 3mb sometimes but not all the time, terrible speed.
I then decided to give Plusnet a try, as I couldn't get any success with any other ISP's it kept cancelling my Migration to there service e.g Sky. Luckily Plusnet gave me a New phone number line FREE! I got online within a week, I have had very little issues but they have always fixed them for me.
I am alot happier now, we now have Fibre Optic in the area, which happened last month, I went on the cheaper package but the upload was very slow as they had slowed it down for that package, I have now moved to the fibre Optic extra package 6 months FREE after 6 months my cost will be £19.99 BB and £16.99 Phone. I am getting around 73.50mb when I do a Speedtest and my Upload is around 18.40mb. Fantastic service, i'm now on my second year with Plusnet and I don't regret it. I say to anyone thinking of joining them, go with your own instinct that's what I did. Oh and before you ask "NO I don't work for Plusnet" :)
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-12-02
- Comments
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Called today Tuesday 02/11/2055 waited 1Hr 3Min for answer, absolutely
unexceptionable. Will be moving to another provider when contract ends.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2015-12-02
- Comments
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Reading all the bad reviews, I was slightly concerned to move over to Plusnet, asked around and spoke to people that actually use them. I came to the unsurprising conclusion that most reviewers are simply venting their frustrations, so here is a review that does the opposite.
I went ahead and arranged to switch providers, it went perfect from order to delivery, the router came in the post a couple of days before the line was activated, it was a breeze to set up and configure to work with my very specific network setup, ok I am an IT professional, so would expect it to be easy.
On the switch over day, I got an email and text saying the services had been switched over. Switched everything on, and it just worked. Speed test on my line is the same as it was before with the "main" provider in the UK, so no issues there, the communication from Plusnet was spot on, kept me in the loop with what to expect and by when.
All in was probably the easiest change of provider I have been through to date, it all just worked from the start and happened when asked for, and has not had any downtime since, lets hope that doesn't change though.
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
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I'm having a nightmare with shocking service from Plusnet. I cancelled my business broadband and phone line account effective November 15th and paid all the termination charges etc. November 16th they send me a bill for £4.80 for an inclusive call allowance for the period Nov 16th-December 15th i.e. after the phone line had been discontinued and also beyond the original contract period. So I cancelled the direct debit. I have sent them several emails which have all been ignored and I have made numerous calls with long 30 minute waits and getting cut off. I finally got through to a more sensible person a week after cancelling the direct debit only to be advised that my "debt" that I don't even owe has been referred to a debt collection agency. i.e. no 2nd look or anything. Meanwhile my company and myself get a bad credit record because of an erroneous bill and the fact that it is almost impossible to get anyone at plusnet to listen. Take my advice and steer clear of Plusnet. They used to be a decent company but their customer service has gone right downhill.
- Location
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- Location
- Farnborough
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
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The worst customer service wait times I have ever experienced. Over 1 hour to talk to someone. 45 minutes to live chat. Then customer services say that they know service is bad, they are recruiting. You cant even complain or leave them. DO NOT BELIEVE THEIR ADVERTS - they are too small and offer very, very poor customer service.
- Location
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- Location
- Huntingdon
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
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Seemed OK on joining, broadband no worse than other providers. But awful customer service when one years contract up. Only interested in new customers. Discriminate against hard of hearing people as won't put anything in writing. I'm going to a provider who will mail me.
- Location
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- Location
- North London
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
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Nearly 30 mins on the phone before someone answered. Then to be charged £30 to leave is ridiculous. Took over a month from initial phone call to actually get online. On the rare occasion the Internet worked it was fast but that never lasted. It dropped out too often or was slow. They are cheap and I guess you get what you pay for.
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2015-11-30
- Comments
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I left EE to join plusnet, what a mistake! More down then up, customer service that when you finally get hold of (30-60 minute wait times are just not acceptable) they dont seem to have much interest in helping. Cant wait for contact to be over.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-28
- Comments
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Don't understand the bad press. ADSL was great for 8 years in London and finally switched to fibre. Went from 4 meg to 20 meg BINGO. Support has always been fine. Had way, WAY worse times with Sky, virgin, BT, bulldog etc.
For a while even got 50p a month discount for a referral. BOSH.
- Location
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- Location
- Hamshire
- Reviewing
- Plusnet
- Date
- 2015-11-27
- Comments
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Totally rubbishy .I wanted forty five minutes nobody answered the phone .This is the common promblem
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2015-11-27
- Comments
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I was absolutely disgusted with Plusnet for the past year. The contract end date couldn't have come sooner. Not only did they overcharge me by double for 5 months (each time me complaining about it), they had a huge outage and then charged me for leaving their rubbish service. I was on a Business tier - the speeds I was receiving were worse than 3G speeds in my area. This review is no over exaggeration, I have now successfully moved to a more reputable ISP.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2015-11-27
- Location
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- Location
- NW9
- Reviewing
- Plusnet
- Date
- 2015-11-26
- Comments
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Zero quality customer service. I recently stopped using them as my email provider (unrelated reason). So they sent me a bill for termination. Fine I thought - ill pay it. Several attempts to get through to customer service to pay the bill failed (long wait times).
So after not being able to pay the bill - they have handed me over to another company for debt collection. So now I have to deal with this other company who ARE EQUALLY ABYSMAL at responding to the phone queues.
I am sure there is a scam going on in making customers wait on the phone to collect charges.
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2015-11-26
- Comments
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Moved into a new flat and decided to go with Plusnet as my ISP. Big mistake, speedtest.net says my line speed is 5.6Mbps but I get 700bps max. When I raised a support ticket with them, the tech guy who dealt with it tried to tell me that 700bps = 5.6Mbps. Bloody liars, deliver a crap service and try to tell you that black is white. He also tried to tell me some rubbish about how TCP/IP works to justify the terrible upload speed I was getting. Avoid Plus.net like the plague
- Location
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- Location
- Chelmsford
- Reviewing
- Plusnet
- Date
- 2015-11-26
- Comments
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I have been with Plusnet for 11 years - ever since it was enabled in our exchange. This used to be a brilliant company but is no longer. My Broadband has been dropping out a lot and this meant phoning them. Don't choose the online chat system. You might as well email yourself and you don't get to the person you need. My line is provided by BT who arranged very quickly for an engineer to call. The problem was identified as noise on the line but I needed to get Plusnet to make some alterations to my settings. The shortest wait on the phone was 45 minutes and the longest 87 minutes. Yes - 87 minutes. Each time they told me they had done what I asked - hard set the SNR to 6db up and down and put interleaving on. Each time they told me they had done it but the next agent said they they hadn't. The last agent said he could understand my annoyance. Um! If you raise an electronic ticket for the fault it can take 3 to 5 days for a reply. My speed used to be about 16mbps but is now isn't. This used to be a really good company but no longer is. They tell me they are currently training more people to answer the phone. Too late for me. I'm off to their parent company BT for a variety of discounts. Their main call centers are now back in the UK. The problem is the C21 boards in the exchange which are failing but Plusnet couldn't do anything about that and told me to go to BT to sort it.I am, but not the way they meant.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
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There is no option to give them a zero.
Plusnet is the name of pain. Those who are planning to get a phone with broadband never even imagine for this Abysmal, disgusting provider.
- Location
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- Location
- ILFORD, ESSEX
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
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IN terms of customer service Plusnet is the worst provider in the UK.
the WORST believe me.
- Location
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- Location
- Sutton
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
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I would not recommend it to anyone please don't take it. The worse experience of my life and I cancelled my contract with them.
- Location
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- Location
- isp
- Reviewing
- Plusnet
- Date
- 2015-11-24
- Comments
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The worst isp company that i have dealt with since talktalk started all those years ago. the customer service is non existent - they keep you on hold for over an hour and then when you get through to someone say they cant deal with it and the call dump you into another queue to spend another hour waiting.
so many people complainting thats why their phones are busy and even when you log a complaint on their ticket system they dont actually deal with the ticket correctly or promptly
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2015-11-24
- Comments
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I have never known such an appalling company, the customer service is disgraceful, they have constantly overcharged and ignore you when you try to leave.
Router connections are the worst I have known and keep dropping out
AVOID!!!!
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2015-11-24
- Comments
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I became a Plusnet customer on 19/11 and am still to have a connection that does not keep dropping. Engineer installed a BT Router as he did nt have the Plus net Modem - no instructions no internet. Contact with Technical Support takes forever. On the Plus side you can understand what they are talking about even if something is promised which turns out to be a work of fiction. Quite honestly the experience of Plusnet so far makes TALK TALK look efficient!!
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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PlusNet, "we'll do you proud"
well they done me alright.
I had a 12 month contract with them, after 12 months I told them I wasn't going to renew and they charged me another £30 to cancel.
my ratings are all 1 star except for reliability which is 4 stars because it was always reliably useless. At least they haven't been hacked that's because it would take the hackers to long to download from them.
- Location
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- Location
- chwshire
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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Joined Plusnet Fibre recently and speeds are often half, if not third of what they promise. I use BT Wholesale for speed tests - which they recommend! I am starting to regret switching from Talk Talk top Plusnet. The Live chat is always busy too, so is a waste of time. Not happy so far - I have been with them for 3 weeks so far.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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I echo the sentiment of everyone who would prefer to give 0 stars to Plusnet.
Their customer service call waiting times are NEVER less than 20 minutes; I know from calling many times during the 6 weeks I was waiting for Fibre Extra to be installed.
I ended up taking 4 days off work to let in the engineers that Plusnet periodically dispatched to connect my internet - internet that never materialised, even after a month and a half.
I had no more annual leave left to be at the mercy of the Plusnet despots, so I cancelled my internet contract. In proper Plusnet fashion, I put on hold for 20 minutes while waiting for that to be completed too.
If you are a chump with time and money to burn on having NO internet, Plusnet really will do you proud.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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Agreed with other reviewers.. Stay away from these guys, absolutely useless. rubbish connection, very intermittent, but the worst thing is the 30 minute plus wait for customer services, and then they are clueless and not remotely bothered. Im looking forwrad to leaving these guys, the service, the product, reliability, everything is ZERO, but this wont let me vote that, how on earth people can give these guys anything above shows they are probably fake reviews.. avoid bigtime !!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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Plusnet apparently has "award winning customer service." Yeah, right.
- If you like being on hold for on average 1 hour, regardless of your query, complaint or comment, then Plusnet is for you.
- If you like your customer service to be nice when you're looking to sign up, and then non-existent once you are a customer, then Plusnet is for you.
- If you want to be charged, even when you don't have internet or a phone line installed, then Plusnet is for you.
- If you like to be lied to, on more than one occasion, and talked down to on the phone like you're a piece of dirt, then Plusnet is for you.
I'm 38 years old and never written a review before. Plusnet have forced me to do this with their abysmal service. My solicitor is now involved, as if I'd known they would have treated me so terribly and ultimately deceived me into a long contract, then I would have walked away a long time ago. The one thing I can do is use this review site to tell as many people as possible to avoid becoming a Plusnet Customer at all costs. Please! If you're on this site then you have still not made your mind up and it's not too late! Plusnet don't have to cause you or your family distress the way they have mine.
- Location
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- Location
- Launton
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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The customer service i received was an absolute joke!!... Who else out there has time to be put on hold over an hour total and passed around 4 times till you reach the same robot you spoke to in the beginning??... well that explains my first experience with plusnet??
I requested fibre optic broadband online on their website roughly six times before the transaction finally went through, I’m not sure what that was about but was quite frustrating.
After the payment went through I received my connection date as normal but the following day I received a call form plusnet stating that they could not find my order on their system for some reason and they needed me to repeat the whole process again even though the payment went through and I received my activation date.. Not a good start as a first time customer!
I requested to speak to the manager to make him aware of my poor experience to which he replies with the most lack of compassion “All I can say is sorry”... I requested a refund right away watch out for these guys people!!
- Location
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- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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By far the worst customer service I have ever encountered. I am an existing customer awaitin a reconnection to a new home. I was due to be connected after a week of moving, but was told on the day of connection that there was an issue (this sometimes happens) and I would have to wait another week for a connection date. I am curently in a queue to chat on line and tha que was 10 in front at 09:23 then 11 at 09:29!!! It is now 10:03 and there are still 6 people waiting in front...
I would Tell everyone DO NOT JOIN Plusnet... They are awful, I joined because I believed they had good service.. Not at all
- Location
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- Location
- Renfrew
- Reviewing
- Plusnet
- Date
- 2015-11-21
- Comments
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Absolute amateurs, A 2 minuet switch has turned into loosing my number, weeks without broadband and now no phone. I paid them 18 months up front. If you are thinking about it, don't do it.It takes them 45 minutes just to answer the phone, and when they do they promise everything yet deliver nothing. They are cowboys, don't do it!
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2015-11-20
- Comments
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this company is the worst one i have ever used. their customer service is none existent you have to wait anywhere from 30 mins to 90 mins just for someone to answer the phone. their broadband fails 4-6 times a day and no matter how many times i have emailed them i have never had a reply....do not (i repeat) do not use them you will spend a year in hell waiting to move to another company.
they tell you to use their website but how can you when your broadband is down.....save your money and go to another company, or spend a year on the phone listening to the music they pump down the phone waiting to here a voice on the other end....you have been warned
- Location
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- Location
- Marden
- Reviewing
- Plusnet
- Date
- 2015-11-20
- Comments
-
Dreadful service from PlusNet. Internet is always very slow and constantly have no signal. It has taken be 10 minutes to get to this page!! Do not sign up with PlusNet. I am going elsewhere for my service
- Location
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- Location
- North London
- Reviewing
- Plusnet
- Date
- 2015-11-20
- Comments
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Avoid at all costs, may seem cheap, but the charges add up and the speed is awful. Speeds are at best 1.5Mb/s whenever tested and feels like dial up at most times. Almost impossible to watch catch up TV and downloading a song takes 10 minutes.
Also beware that they will charge you £30 to disconnect your broadband even if you leave them outside of your contract period.
- 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.