3,751 Customer Reviews over 94 pages
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2019-04-04
- Comments
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Honestly the worst service I have ever encountered. After it unreliably turning on and off consistently for the year we've had it we had to resign up after they terminated our account because our neighbour switched providers? when we resigned up they said they'd have to inspect the property to see if the wifi would work EVEN THOUGH we have had plusnet for a year and our landlords for the year before therefore the property has been accessible for internet for 2 years with them. Engineer was sent to the property without informing us (even though he had to come inside to 'fix' the connection) and when we rescheduled they got the day wrong twice! We were promised the internet would run within 24 hours of the engineer arriving, the engineer confirmed that it should be available straight away and they only needed to run a signal to the exchange. THEN we are told on the phone we will receive it on the wednesday the WEEK AFTER the engineer has visited. TODAY IS THE THURSDAY, THE INTERNET IS NOT WORKING AND WE HAVE RECEIVED NO REFUND FOR GOING WITHOUT INTERNET FOR OVER A MONTH OF TRYING TO RE-SIGN UP.
NEVER EVER GO WITH THIS SERVICE, THEY WILL TAKE YOUR MONEY AND GIVE YOU NO SERVICE
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2017-05-07
- Comments
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Not had any service, customer services were utterly useless but did admit in the end they were providing me with nothing. Would never recommend to anyone. Worst service I've ever received basically because they did not provide one at all.
- Location
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- Location
- Spalding
- Reviewing
- Plusnet
- Date
- 2016-02-23
- Comments
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Switched to plusnet broadband and 3 weeks later still have no router and no internet. Avoid plusnet at all costs. Absolutely useless
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-10-01
- Comments
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Have just switched to plusnet regretting it already I would say to anyone look at their facebook page I wish I had and just dont switch to them.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2018-06-21
- Comments
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I have nothing but positive for Plusnet, I moved to them from Virginmedia because I was sick of the constant bill increases and dire TV. I wa sharply watching TV and used broadband mainly at night, paying around £50 plus a month from a quoted a £35 a month, After 20 years of loyal service I tried to get a cheaper package but Virgin wouldn't go there so I made the jump. So far so good and I've been with Plusnet since april.. there's been no prbs, internet is fine and being used a lot, customer service has been fine and my bills are a healthy £25 to £28 a month. Much happier
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-05-01
- Comments
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I am literally at the end of my tether. I’m trying to start up an ecommerce and blog and I cannot even watch a 30 minute documentary on Netflix. My broadband is dropping out every 10 minutes! Plusnet have lied, asked me to stay in for engineers who never come, made me feel like I am being unreasonable and it has been going on like this for 4 months! I’ve had 4 BT engineers here over the last 2 days and it’s still not fixed. I wish I had never signed up for this! Plusnet customer services are not for purpose!
- Location
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- Location
- Walton on Thames
- Reviewing
- Plusnet
- Date
- 2022-04-08
- Comments
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Horrendous- cuts out every 10 minutes on fibre service. Impossible to work from home. Can’t wait till my contract is up.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-05-17
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-08-29
- Comments
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Don't ever make the mistake of going Plusnet. It has the worst broadband. The connection cuts off multiple times in the day (actually uncountable), the download speed is poor, customer service is poor. I've ended up paying more for my 4g phone data plan because of the poor service. Even with an extention there's no amplified signal. Heck the extention (even though connected) has never worked.
They're going backwards-Sometimes it feels like dial up days fiddling with wires to get a connection, waiting forever to get something.
If you're considering it best advice don't.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2015-07-15
- Comments
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I signed up to Plusnet a month ago. They screwed up the landline transfer with BT unplugging my line from th cabinet a week prior to handover. The broadband went ok once I got BT to plug the line back in. Now Plusnet have sent me an email about my first direct debit - charging me twice for landline. Apparently they can't correct it until it's gone through... yeah, right. Will I ever get my money back?! I would NOT recommend this company, they are about as efficient as their parent company BT.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2020-04-12
- Comments
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Absolutely terrible no internet for days and when u get in contact asking for help they don't even bother to reply or help.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-07-01
- Comments
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I have been with Plusnet for 2years and was very happy with their service when I had Broadband.
Since switching to fibre after moving to a new flat my service has been sporadic at best, I've had to loose a lot of time from work while they send engineers to examine and re-examine the problem. My internet has been out for weeks at a time and I have lost the ability to complete work assignments and I've had to take off 5 days from work in order to accommodate engineers to "fix the problem" which has never been fixed. I have been trying to resolve this issue for almost 1year.
After all of this time and hassle I finally decided to cancel my service and the Plusnet operators (3) all very apologetically said "tough luck pay up" even though the were not able to provide the service for which I was paying.
The operators are all very nice but at the end of the day they don't care about you or your situation, they don't care if you are getting the services that you are paying for ... They just want your money. STAY AWAY!!!
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2017-11-10
- Comments
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Shockingly bad service. Moved house and called Plusnet over two weeks in advance to arrange for our phone and broadband to be transferred on the move date. Get to move date & there is no phone line or broadband and it turns out an order hadn’t been placed by Plusnet. Advised that it would be two weeks until we would get fibre broadband but that they would install standard broadband within 5 days to cover us in the interim. Called up a couple of days later to confirm when standard broadband would be installed (as I hadn’t had any email confirmation) and was advised that, once again, Plusnet hadn’t submitted an order and there would therefore be a further delay. Standard broadband installation day finally arrives and I receive a text saying the broadband order is complete but, guess what, internet doesn’t work - router showing flashing red light. Call Plusnet and am told that an engineer needs to be sent out and the earliest they can come out is in 5 days time, so the absolute earliest now that we will get working broadband is 4-5 weeks after I placed the initial move order.
Must have spent at least 5 hours on the phone to Plusnet in the past couple of weeks (30 minutes is the average time you are on hold before someone speaks to you) and some of their call centre staff are rude and totally unapologetic for the inconvenience Plusnet’s mistakes have caused. If I could give 0 stars for customer service I would. Contemplating paying our £180 cancellation charge and starting afresh with a competent provider.
- 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
- Manchester
- Reviewing
- Plusnet
- Date
- 2020-08-10
- Comments
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THESE ARE CALLED "MINUSNET" IN OUR HOUSE
After numerous phone calls over a month (each time waiting approx. an hour on hold) found out that my broadband installation had gone so wrong they need to start again. The worse thing is that several people had previously told me it would be fixed within 24 hours and it caused me no end of issues with inability to work due to no internet. The worst part is that it's really difficult to get hold of anyone to discuss anything, either a voicemail saying they aren't accepting calls, or a very long wait. There's also no continuity or responsibility on their behalf, each time you have to speak to someone new and start the whole process again, then their promise fails and you have to call back...over and over again. I'm currently on hold asking for my installation fee to be refunded (again). Really don't know where the claims to the award winning team come from on the website!
- Location
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- Location
- Ballymena
- Reviewing
- Plusnet
- Date
- 2018-04-11
- Comments
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Really slow speed with regular buffering for the first time in years. Took the unlimited fibre extra, the fastest speed available in my area with plusnet estimating speeds far above my then supplier. The reality is their speed does not come close to my previous supplier, Talk Talk, how I wish I had stayed with them. Customer services tell me it’s my problem and to try all these changes with my set up - none of which work. Then they say the guaranteed speed is only for direct hard line connections. Who doesn’t predominantly use WiFi? No one I know. I didn’t have these problems with any other supplier. Thankfully it’s only for a year, four months left until I can escape. DO NOT CHOOSE PLUSNET - THEY ARE WORSE THAN RUBBISH. There were no reviews from Northern Ireland that I could find when I signed up or I wouldn’t have touched them. Every time their TV add comes on I get angry.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2018-11-11
- Comments
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Worst broadband ever!! Slow unreliable and shocking prices after initial 12 month contract
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2017-01-30
- Comments
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Where do I begin?
Firstly, these rates are inaccurate. If I could rate them any lower then they would be.
Customer service is mediocre, they try to help but it is not anything spectacular.
Broadband speed. HA! what is that. To be able to get onto the internet all other devices must not be connected to it or no internet works. There is no reliability and we kept trying to get it fixed but was told that if it was not their equipment then we had to pay £65 for the engineer.
I will never be recommending their services, and feel we had no choice but to switch to another provider.
- Location
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- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2017-02-03
- Comments
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Ridiculous fault service. They don't give you an option to register fault online -but ask you to call. would do - oh no - I can't - the phone doesn't work
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2019-05-01
- Comments
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I have been a Plusnet for 8 years and was very impressed with your service.
In the last 6 months I have had the phone put down on me several times having waited 20mins at least to get through, practically laughed at when I’ve asked if there is a better plan for me as they were no longer competitive on price and now, to top it off they have closed my account after I found a much cheaper (1/4 price) and then even better they’ve sent me an email asking me to update payment details.
Be rest assured, I will be telling people as much as I can how much your service has deteriorated and what a shambles Plusnet now is.
The directors of Plusnet should ashamed of themselves with the kind of company it now is.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-08-28
- Comments
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BEWARE: Appalling service in every respect. About to change provider because Plusnet failed to make their service actually work in our house. After the broadband starting off more or less ok, though with a far weaker signal than our previous provider, the wifi then ceased to work properly, dropping out constantly and sometimes being totally unable to connect. It appeared to be because of an older plusnet router so we replaced it with the newer one the company sent. Yet it never worked with the wifi, the connection dropping constantly and often failing to connect. We were then told by technical support that often the automatic settings on Plusnet routers do not work well with Mac computers, and to change the channel to 1,6 or 11. None of these solutions made any difference. I called Plusnet again, who rather than trying to think of other solutions told me quite rudely they could not guarantee any kind of wifi service. Since my computers and phone do not have ethernet ports, this means the Plusnet service cannot work. I have never encountered this problem with any other provider in any other country; the wifi works perfectly well on my Mac and iPhone. Why Plusnet find it so impossible to deliver this service is beyond me. Their customer service and technical support is ineffective at best and extremely rude and arrogant and worst; the service has a serious flaw in that it is not well adapted for use with Macs (which a huge number of people own, so it seems extraordinary) and overall a waste of time. in particular the last person I spoke to at technical support spent the entire time arguing and making excuses like 'well we don't guarantee wifi' and 'connections drop a lot in London' (constantly to the point where the service is unusable?Never encountered this before-plus irrelevant to mention, I'm hardly going to turn around and say oh that's ok then, I'll just keep paying for a service that doesn't work) and not once saying 'ok let's see what we can do' and all in an extremely rude and unhelpful tone so I gave up, ended the call and cancelled the contract. Don't bother, unless you only use a PC connected to ethernet and don't mind being told when you call for assistance that it isn't their job to make your service work. Third-rate company with no respect for its customers, incapable of providing the service you pay for.
- Location
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- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2016-11-22
- Comments
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Woeful, keeps dropping connection, VERY slow. It is traffic based despite being sold that isn't. Costumer service took 45 mins to get through - then to be told I had to sign to another contract to get what was need to resolve just some of the issues. Then I Asked if they could send a new router - said no not worth thier while despite Me having been a consistent costumer and paying every month to which they said 'your custom is of no value to us' charming. AVOID!!!
- Location
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- Location
- Poole
- Reviewing
- Plusnet
- Date
- 2017-03-14
- Comments
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This is the worst phone/ broadband provider out there. I can't even describe how stressful it is dealing with them - it took me 8 phone calls all over 60 minutes to try and sort out retaining my original number. They are useless, was advised different things depending on who picked up the phone, given wrong information meaning 6 weeks later I'm still trying to sort this issue out! It's always a 30 minute wait at least to get through to someone. Broadband is so slow. Stuck with them now for 18 months - please avoid them I hope my review can save someone else having to go through this pain
- Location
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- Location
- Tring, HP23
- Reviewing
- Plusnet
- Date
- 2016-10-30
- Comments
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Customer service is now imnpossible to access. Used to be good, but now compeltely useless and has been for months.
I have an open problem with Broadband speed which I simply can't communicate with them about as their chat service doesn't work, emails are blocked and phoning is impossible, with queues of over 45 mins - which realistically means never.
Used to be good, and if you are lucky enough to get to someone, they are polite and competent, but don't go near them until they fix their Customer Service.
- Location
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- Location
- E17 London
- Reviewing
- Plusnet
- Date
- 2018-06-28
- Comments
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Although friendly on the phone, they're systems are ridiculous. All the different departments don't communicate with each other. I've moved out 28 days ago, told them before I was moving and twice since and still haven't been able to pay the closing balance! I'm wondering if I'll get charged another months worth now? Even when they phoned me to pay (after calling twice trying to pay and being passed to different departments and STILL not being able to pay) the same bloody thing happened! I still haven't managed to settle up...how many times do I have to call to give them money for a mediocre broadband service??
- Location
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- Location
- huddersfield
- Reviewing
- Plusnet
- Date
- 2018-11-08
- Comments
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I cancelled my account and got a refund, i thought that was it. But then i got a really annoying email below...
This is plusnet at its best........................100% failure rate... got my name spelt wrong for a year and spoke to them numerous times to sort the issue out!!!!!!!!! customer services staff, yes we have updated your information. But the problem came back.
You recently cancelled your services with Plusnet. We have been unable to take payment for your termination invoice associated with your account closure.
We'd like to remind you that payment is still due.
What happens next?
You are required to pay the balance of £0.49 in full within the next 14 days. If payment is not received, your account balance will be forwarded to a third party Debt Collection Agency which will incur an additional cost and may have an adverse effect on your credit file.
How to pay
You can phone our Payments Team on 0800 077 8488 between the hours of 8am - 8pm Monday to Friday.
- Location
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- Location
- Coventry
- Reviewing
- Plusnet
- Date
- 2020-06-17
- Comments
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Having tried a number of different providers in the past we've found Plusnet good value. Customer service, while not perfect, has been far better than our previous experiences with BT. The connection is pretty reliable - we have 3 people working and studying from home, participating in online videoconferencing, streaming videos and playing games and have not had any major problems with our unlimited fibre account. Based on our experiences over the past 3 years I'd recommend Pluset as a broadband provider.
- Location
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- Location
- mnchester
- Reviewing
- Plusnet
- Date
- 2012-04-11
- Comments
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the most arrogant staff i have ever had to deal with.simply could not wait to hang up!
- Location
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- Location
- Hastings
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
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Just awful. I've had 3 different broadband providers over the years and Plusnet are by far the worst. I can't comment on the speed or reliability because we've still not managed to get it installed yet. They keep delaying installation and their customer support is dreadfully slow. They have repeatedly promised to sort out the issues and repeatedly nothing gets done. Worst of all they don't communicate with me to update me so I've wasted countless hours on hold and waiting around for an engineer who never turns up. Avoid at all costs.
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2015-08-25
- Comments
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Despite not downloading any films or large documents we are constantly running out of our "allowance" despite the claim on the TV that its unlimited.
Tried to get in touch to complain, the wait for an operative is 15minutes - abismal
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-10-24
- Comments
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i emailed them on the 18th and several times after regarding my internet keeps dropping out (has been since day one, about 9 months), they still cannot sort it, have not responded to any of my emails, it is now the 24th, AVOID at all costs, they are useless
- Location
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- Location
- Shipley, West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
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Though I was offered an upto 16Meg line in fact speed was clearly limited to 12. I had 16 from previous and subsequent providers.
On leaving I am having a nightmare with their customer services where, in spite of their agreeing I am due a refund I haven't had it for months and they are chasing me for money they agree I don't owe. God knows why they're rated for customer service as calls to them are never answered in less than 15 minutes and it has become clear their front line staff are unable to resolve problems due to poor procedures.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2024-02-28
- Comments
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Terrrible customer service, mis-sold products and rude. avoid at all costs.
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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the following is my response to Plusnet and yet still no respone:Hi
I am sorry but this is totally unacceptable, we ordered this service over a month ago, and we have only just had the telephone line switched over to you. I have come in this morning to find our internet has been shut off and your new router will not connect, because we have to wait a further 2 weeks. Surely the name BUSINESS broadband tells you that we need broadband as a business to function. We joined Plusnet after seeing your adverts promoting your main selling point - great customer service. Well, I would ask now, where is this great customer service? We have just spoken to Rob and have been advised that this is just the way it is and that there is no way of escalating this complaint, no-one else to speak to and no way of getting this dealt with urgently. All in all, a very poor start to our relationship with yourselves.After just reading reviews on broadband.co.uk, i wish i had never of bothered, your customer service reviews are terrible, could someone please take ownership of this and sort it.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-08-29
- Comments
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I join them over a year a go and I have had slow speed and not working they have gift systems that if you go back with them they give you £50 I did get mine plant as so and don't join them
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-10-25
- Comments
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Please read below correspondence with plusnet, it should be enough for all of you to stay well clear of them:
Question #183696057 - Your Feedback< Back
Your Response
10:01am, Thursday 18 Oct 2018
[Ask a Question about another aspect of your Account]
I’m thinking of leaving
Could you please tell me how much it will be to leave you, the internet has gone down 3 times in the last hour and a half, you said it had been fixed, it clearly is not, the service is appalling, look at my history from day 1
Your Response
12:18pm, Thursday 18 Oct 2018
and again just now, 4 th time???????????????????
Your Response
11:29am, Monday 22 Oct 2018
its just cut out again, when is someone going to respond?????????????
Your Response
10:20am, Wednesday 24 Oct 2018
still waiting ????????????????????????
Your Response
8:21am, Thursday 25 Oct 2018
Hi, Still no response, i will take it that no early exit fee is applicable if i have no response within the next seven days, i think that is more than fair, i will not bee contacting you again.
[Our Support Team will respond to your question soon. Please only add further comments when absolutely necessary.]
[My question has been resolved]
- Location
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- Location
- Perth
- Reviewing
- Plusnet
- Date
- 2022-04-29
- Comments
-
Hi
Long term customer. Moved house and new contract agreed. However, as it was 23 March I started contract, ONE WEEK later I had my package price increased by 3.9% - ONE WEEK!!
Sales person did not mention this when switching. I assumed (wrongly) that the price I was quoted would include this very recent change.
Customer service just keep referring to an email they sent in February about their price increase.
Will switch as soon as I can afford the cancellation charges!!
I though PlusNet were good, not anymore, don't know what's happened to them.
A shame because the competition ain't any better.
- Location
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- Location
- Oldham
- Reviewing
- Plusnet
- Date
- 2022-05-10
- Comments
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I signed a 18 month contract and like most people the price went up in April which I wasn’t happy about. So I rang Plusnet to log my disgust about it. The agent was cocky and repeatedly quoted that it was in the T&C and I should of read them properly when I signed up. When I pointed out that plusnet had failed to give 30 days notice of the increase I got the usual lies that plusnet sent a warning in February and I must of not read it, then the excuse it might be in my spam or in my junk mail you know the script, complete rubbish. I’ve checked my spam and junk and NO email received. The cheeky get then offered to credit my account with £15 and then sent a message saying that my query was dealt with and I was happy with the outcome.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-08-13
- Comments
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Shocking, internet keeps dropping out, plusnet say there is not a problem, there clearly is as it has just dropped out again and i have lost half a days worth of data inputting, i cannot even get a live chat with them to discuss leaving early and going with a decent internet provider.
- Location
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- Location
- Leeds, West Yorks
- Reviewing
- Plusnet
- Date
- 2016-05-22
- Comments
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They may be cheap but they are VERY unreliable. The actual broadband speed fluctuates wildly and is sometimes down to as low as 0.25 Mbs per second. Don't believe the hype and nonsense in their adverts. Also I have never spent less than 25 minutes waiting for their Customer Service team to answer when I call them.
- 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.