3,751 Customer Reviews over 94 pages
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- Location
- Chelmsford
- Reviewing
- Plusnet
- Date
- 2015-11-20
- Comments
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After changing to another provider I was astounded that Plusnet debited my bank for phone package although I was no longer a customer and my account showed to be fully paid up and closed.
Now Plusnet have sent a threatening e-mail demanding payment of a bill that was not owed. Having had my account closed after changing supplier I can not access my account, can not access the helpline. E-Mails are returned stating that I should access account or contact helpline or phone their helpline to be told that there is a 45 minute wait and suggesting the online methods that do not work. I am waiting to see the outstanding bill that they claim I owe.Impossible to communicate.
Service disgraceful.
- Location
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- Location
- Bamford
- Reviewing
- Plusnet
- Date
- 2015-11-20
- Location
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- Location
- Milton keynes
- Reviewing
- Plusnet
- Date
- 2015-11-19
- Comments
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Very poor service and very slow
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2015-11-18
- Comments
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Yes!! You saw that right!! 1 star for each! Would have given 0 stars if there was such a rating. They take 30 mins. to attend to call... And once they transfer the call internally, they take another half an hour! This happens every time! what a joke !! They do not provide the promised speed! Sometimes, the connection just goes off for half an hour or an hour!!! Please do not consider these guys!! For my home move offer, they cheated me into accepting a junk contract saying it would work great for me!
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-11-18
- Comments
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Dreadful - just dreadful.
There's a reason why they're cheap.
Customer service is friendly & helpful until you sign up - and then it's non existent.
Connection has been dreadful (weak and breaks all of the time).
AVOID LIKE THE PLAGUE
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2015-11-18
- Comments
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The worst service I have ever had.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-11-16
- Comments
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Plusnet are the worst ISP I've ever been with, 5 months in and every month I have had an issue, 5 to 6 times a day my speed drops to 0.03mpbs , I've been waiting for 5 days this time to get a response from them , still nothing
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-15
- Comments
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This is the worse company I have had to deal with ever!!! Extremely annoying and frustrating to deal with.
I have had ongoing connection issues for a few months now and each time I try to contact the company they are extremely hard to get hold of. I have tried calling on different days of the week, weekend and all hours. I have been on hold for anytime between 45 minutes to over an hour. When I tell them I can't get hold of them they always respond that it's a one off occurrence. It clearly is not.
There is a £30 fee to leave which I was never told about when I joined.
Save yourself the stress and go elsewhere!!
- Location
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- Location
- surrey
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
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currently on hold 3rd time this week. both the last 2 times it was over an hour . currently on 25 mins. Wifi keeps dropping out. someone answered I asked them to get cancellations to call me they said they could not do this. Told them how long I had held said they would try and rush me through still on hold. Hopefully I have the patients to cancel.
Matt
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
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Diabolical customer service. Ages to get through on the phone and advisors who blame the customer for any disagreement. I got hit with a £30 exit fee that I had no idea existed, even though I left OUT OF CONTRACT! This used to be a great company. Since being taken over by BT they seem to have adopted BT's shocking service standards. Shame - stay well away.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
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The worst..... cant get through the phone, engineer never turned up .... REALLY POOR !!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
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I would never recommend Plusnet. My broadband speed has always been really slow and their customer service is appalling - I'm currently in a 30 minute queue. When you do speak to 'customer services' or tech support - they aren't helpful either. A definite no, no.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
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I thought that I would write this some time after I left Plusnet to make it less biased. I had the unlimited fibre package plus phone with the mobile and anytime International add ons. Customer service is a pain - you get a message that you have a message and have to log in to your account to find out what it is. The second issue - we were moving home so I had 'booked' a slot for the broadband to be connected 4 days after we took ownership and a few days before we were actually going to move in. Unfortunately that didn't go to plan - once the phone was disconnected for the previous owner and swapped over to the us, we went back into the start of the queue for the broadband connection and received a new confirmed 'booking'. Um, why didn't you use the first 'confirmed booking' that we had made... A couple of weeks later when we finally got the service up and running, the Broadband was fine and no complaints there. The phone however is/was another matter entirely. Even with the package add-ons the phone costs were horrendous. My mistake for not looking at it in enough detail. I did a lot of checking on the broadband but not enough on the phone charges. We make calls to mobiles and internationally - Anytime 300 gives you 300 minutes but you have to hang up the call after 30 minutes or you will get charged extortionate rates. So it works fine if you want to have a stop watch counting down your time whilst you're having a relaxing chat with friends and family... Calling mobiles or other numbers is also an expensive experience. After 3 months of trying to adjust our lifestyle around the high call charges I gave up and paid the £214 cancellation fees to exit the 18 month contract and moved to BT. BT are far from perfect, but I haven't had to remodel my life around ridiculous call charges. The switch has paid for the cost of the termination fees in less than 4 months. So for broadband, no issues to report for the 3 months I used them but steer well clear if you actually want to make use of your home phone.
- Location
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- Location
- Salisbury
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Location
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- Location
- northumberland
- Reviewing
- Plusnet
- Date
- 2015-11-12
- Comments
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Just signed up with Plusnet and the telephone line doesn't work. Waited over 90 minutes to speak to someone today! Called the sales team to ask what they thought about long waiting times and they said that 90 minutes was fine. I disagree. They can't make calls to you but then they don't seem to know much about telephones at all...
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2015-11-12
- Comments
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Couldn't tell you how good their broadband is because it's now 3 months after we placed the initial order and we still don't have an engineer date. Have been promised updates in 48hrs for months now. Have to keep telling them the same things over and over again and they still do not progress the order. Do not use. They are abysmal.
- Location
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- Location
- Wetherby
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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Can't fault them, the phone package was connected a day early and so was the ADSL. I was kept informed all the way by text and e-mail and the speed is faster than my previous ISP (Sky).
The icing on the cake is the money I'm saving as well!
- 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
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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Terrible service, on hold for nearly an hour, being passed from pillar to post trying to sort out their error. Totally incompetent. Cancelled my debit and in a month after cancellation got bombarded with emails and texts chasing my monthly payment. Shambles! Look like a friendly local internet company has become too big for its shoes.
- Location
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- Location
- Swardeston
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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Average Internet speed is very poor
It's better than dial-up, but third world compared to other areas
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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Diabolic service so bad I can't even begin to say.....I'm out of contract now thank god and I will be moving today. AVOID PLUSNET AT ALL COSTS.....god knows how they can claim industry leading customer service!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-10
- Comments
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Plusnet set our connection up incorrectly and sent our router late. It took 4 weeks to get connected. You have to wait over 45mins on the phone to speak with them. The internet speed is shockingly slow, I bought 14Mbps and have been running speed tests every day with an average of 4Mbps. Cannot watch streamed video. Connection drops out intermittently at peak times. They blame BT for everything but the issue is congestion on their own network. They are the cheapest, the slowest and the worst.
- Location
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- Location
- swansea
- Reviewing
- Plusnet
- Date
- 2015-11-10
- Comments
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stay well away , first year with plusnet was ok then during next 18 month contract they asked if i would like to go to fibre optic , i declined. then my speed went to 0.15 mbs i phoned and complained they told me there was a fault in my house , i then changed all cables etc in house still same low speed.i have now found out that they had set my ip profile speed to 0.5mbs which meant no matter what i changed in house or even if bt had built a new exchange plusnet was limmiting me to less than 0.5mbs , so my advice stay away from them
- Location
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- Location
- Gotham
- Reviewing
- Plusnet
- Date
- 2015-11-10
- Comments
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I registered with them on the 2nd June this year and did not get on line until the 28th June as they mislaid the order. Since then I had very low if not non existence speeds on average it is a diabolical and totally unreliable and diabolical service. To contact them on the phone is next to impossible.
A company like this should be shutdown as they are not fit for service. Do not even think of using them
- Location
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- Location
- Slough
- Reviewing
- Plusnet
- Date
- 2015-11-08
- Location
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- Location
- Abercynon
- Reviewing
- Plusnet
- Date
- 2015-11-08
- Comments
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If you're considering using Plusnet, take it from me, go elsewhere! The phone line is fine, but the broadband is atrocious. It spends more time off than it does working, and every Friday it is off for at least three hours.
I'm a business and it has affected me so much, I've had to disconnect the best and go with someone else's standard broadband which is 5 gb quicker!!
When phoning to complain, their standard response is one of two things:
We can't see a problem, it must be to do with a problem on your end, or
We are aware of the problem, and we are working to fix it as soon as possible.
There's a reason they are cheap....Their service is useless.
(Unless of course you just want a phone line on its own, which has been fine, but oh wait.....No, they don't do that on its own......
- Location
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- Location
- PETERBOROUGH
- Reviewing
- Plusnet
- Date
- 2015-11-07
- Comments
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Plusnet fibre upgrade has been appalling. Their supplied router is so cheap and weak that it cannot reach further than twelve feet within the house, combined to the fact that the BT Openreach engineer refused to locate the modem anywhere central in the house but insisted it must go in the utility room cupboard where the BT line entered the house - this is at the furthest point from where it is needed! Then when I had no signal in my office uopstairs, they suggested a discount to allow me to buy a wireless extender. This allowed me to connect upstairs but with a maximum speed of 18MB at best - a long way from their advertised 38MB! If I hard wire my laptop into the modem in the utility room (where there is no room to sit) I can get 34MB at best, so the hopeless speeds in the house are solely on account of their useless cheap wifi router. BT, who own this outfit, should be ashamed of their 'service'.
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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Waited five days for transfers of service. Customer helpline worse than useless.
Will be taking legal action over delays and many hours spent online and on phone.
God knows where they get their customer service people from.
I would have done better to stick the Ethernet cable up my @@@ And whistle Dixie for all the help I got from them.
Now seeking legal redress. Lucky to have barrister in the family.
Please avoid this company,
They will do you .....
- Location
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- Location
- nottingham
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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the worst customer service ever encountered hours on hold each time you call
- Location
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- Location
- Strathaven
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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Initially speeds were good, but last couple of months its been off more than on. On trying to call and speak to someone.....the waiting times were 30 minutes+
Used half my phone allowance getting on line to notify them of fault. We now have a 3 day wait for someone to even look at our line!
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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Despite having to pay a hefty sum to get out of my contract, I recently left Plusnet due to their appalling internet supply and lack of customer service.
I could go on for hours, but briefly: the internet would drop out almost daily (which doesn’t happen now that I’ve switched providers), sometimes for hours and despite them ‘looking into it’; their online troubleshooter more often than not displayed an error message; they got my address wrong multiple times; it took an average wait of 3 weeks for an answer if you asked a question via the online customer portal; my online account details did not list a contract end date; they refused to take responsibility when called out on all these issues and didn’t even offer an early termination discount in light of all the above.
As a final kick in the teeth, when I called up to pay the final bill I was told there was a 45 minute wait to be put through to a human being! I tried later in the day and it was 30 minutes and then 15, which is still terrible.
It’s a massive relief to be rid of them and I strongly discourage anyone from using Plusnet!
- Location
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- Location
- Malvern, Worcs
- Reviewing
- Plusnet
- Date
- 2015-11-05
- Comments
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Signed up with them 3.5 weeks ago. There have been various organizational problems like forgetting to actually send the router, and they are still sorting problems with the speed out. The thing I am extremely disappointed about is the amount of time you have to wait to get through on the phone once they've got you as a customer. 50 minutes this evening. With all the problems I've been having since becoming a customer, I have wasted so much time having to hold on waiting to speak to someone. The only reason I went with Plusnet was because it supposedly has a good reputation for customer service. I wish I had stayed with BT whose customer service is not this bad.
- Location
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- Location
- West Mids
- Reviewing
- Plusnet
- Date
- 2015-11-05
- Comments
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The worst service I have ever received.
The biggest farce of trying to move home i have ever had.
Countless lies, no communication.
I am leaving for a real internet provider
- Location
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- Location
- hastings
- Reviewing
- Plusnet
- Date
- 2015-11-05
- Location
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- Location
- southampton
- Reviewing
- Plusnet
- Date
- 2015-11-04
- Comments
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Read this before you make a huge mistake signing up.
This is the worst broadband I have ever had. Be prepared for random drop outs lasting for a couple of mins to a couple of hours Complain and you will be told they are within their rights to have 5 dropouts in 24 hours and they do right when you are streaming
- Location
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- Location
- Godalming
- Reviewing
- Plusnet
- Date
- 2015-11-04
- Comments
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Been with them for five years and live out in the sticks. The service drops down when it rains and they seem incapable of understanding this despite repeated calls to service and visits by BT and Open Reach engineers (always on dry day). Not sure what 'Award' they won, but very disillusioned with them and their useless customer service and reliability. A
- Location
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- Location
- anglesey
- Reviewing
- Plusnet
- Date
- 2015-11-03
- Comments
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Been with them i week.sorry i bothered
Faulty router replaced on installation.
Internet drops in and out reported problem reply "unsure what problem was"
NOW if you use phone line you lose Internet all together.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-11-03
- Comments
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I signed up with Plusnet last August for phone and fibre broadband after seeing the 6 months free fibre offer - what a mistake! Due to a 'systems error' their end we were without any broadband for over 4 weeks, and another 3 and a half weeks before we got fibre. Twice engineer never showed up having organized work days so could be at home. Appalling service, long time delays holding on phone and online chat service couldn't help. Be warned and avoid!
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2015-11-02
- Comments
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Signed up with PlusNet two weeks ago to escape Sky-high broadband charges. They arranged to take over phone and broadband on November 2. Sky cut phone and Bb at 8.30am PlusNet did nothing. They did not even send me a router. Call to customer service got me nowhere and they at first refused to call me back despite making me wait 30 minutes to speak to someone.
When they did call my mobile I was told they had a problem with their supplier - that's BT the company that owns them!
Now told I should get Bb and phone by November 5. There will be fireworks if I do not. Strange thing was they notified me by email - even though I did not have it.
My first call when I get my phone line back will be to the trading standards department and my solicitor with a view go taking out a county court action.
Avoid. Avoid. Avoid.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-31
- Comments
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Changed across from BT as prices went up recently (huge mistake).
On day of fiber transfer phone was connected but broadband went dead. The after a day my phone was cut off. This took a further 3 days to resolve. No engineer (openreach) to install fibre and missed appointment.
Was then told for two weeks they were trying to cancel previous order and expedite a new order for the fibre. This process took nearly two weeks. Then after all this told the expedite request was refused by openreach and installation in November.
In meantime connected to ADSL service as clearly no broadband now for over two weeks. The ADSL service is very badly throttled. Even something like youtube buffers constantly. Download speeds as low as 0.1 meg at peak times.
Advised PlusNet that they are in breach of contract and moving back to BT. Currently claiming I owe over £200 cancellation but as they have failed to provide the product I asked for I cannot see how this could be legally enforced.
Would avoid this company at all cost serious amount of hassle and a service that is not ft for purpose.
They also refused to reimburse me for a dongle I had to use during my two week disconnection claiming that was "my choice" and broadband is a "variable service".
Completely useless outfit.
- 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.