3,751 Customer Reviews over 94 pages
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2020-08-19
- Comments
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Currently getting speeds of less than 1MB, bills messed up for last 2 months, no customer service of any kind available for several days now!
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2014-12-18
- Comments
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HELD TO RANSOM!
We're moving house, they want to double our monthly broadband cost and tie us in to a new two year deal. This is scandalous. Not to mention the 47 minute wait to be answered and 19 day delay until the new service is active. I'm off back to BT.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2019-03-27
- Comments
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Have unlimited fibre and we still cannot stream netflix reliably, file downloads rarely get past 2 mb even though line says 25mb. Connection is reliable, bit like the tortoise, it gets there in the end, but the hare always wins, will move to Virgin when contract up.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
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Could not have messed up our home move any more if they were trying.
Installed it into the wrong house.
Kept trying to tell the engineers they sent out to contact us on the home phone that was not working despite us giving them mobile numbers again and again and again. So nothing got fixed again and again and again. They had to cancel our service and reapply for it then they only put in a landline because they hadn't transferred the broadband order. Had to reorder broadband even more delays.
And then after all that I find out they Tltransferred us onto fibre optic against my express wishes on the phone at the start of this rigmarole but they won't change it because they informed me somewhere in a barrage of emails. So I'm stuck paying more for a service I never wanted.
To cap it all off the internet speed for the "fibre optic" at our new place is worse than the non-fibre optic in our old place.
And I thought BT were bad!
- Location
-
- 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
- stockport
- Reviewing
- Plusnet
- Date
- 2018-01-09
- Comments
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The worst provider I've had. Been having less than 1Mbps for a month and have called and messaged over 10 times. Have been told that I might have to pay over £65 for them to sort it out, despite already paying them £27 a month. Customer services are alright people but the company processes and overall response has been ridiculous. AVOID
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2014-12-23
- Comments
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I don't usually write reviews however plusnet have been so utterly poor in every possible way I feel compelled to advise everyone to stay away from this provider. The number of problems I have is simply too long to publish.
- Location
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- Location
- Stockport area
- Reviewing
- Plusnet
- Date
- 2019-08-14
- Comments
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Awful internet service, been stuck with it for nearly 18th months and if you try and ring them its a joke of a queue time. The only time we got through to someone in reasonable time was because we pressed the we wanted to leave option. And the person who answered was cocky saying if we do not know there is a problem how can we fix it! Well for starters answer your technical phone lines, this would be a good start. This annoyed me so I hung up. For some unknown reason they have a good rating online but when you dig deeper and see stuff like on here you find the truth. This provider should be banned from price comparison sites. Truly awful internet provider.
- Location
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- Location
- stockton on tees
- Reviewing
- Plusnet
- Date
- 2021-05-20
- Comments
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i paid up in full and there router failed and they would not fix it so i joined another company and without telling me they reported me to arvato saying i owed the £240 pound for a cancelation fee they aer the biggest crooks i have ever been with
- Location
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- Location
- stoke
- Reviewing
- Plusnet
- Date
- 2018-01-30
- Comments
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Let's face it, a company is only as good as how quickly they respond to issues that arise. I haven't had a phone line for the last few days and internet connectivity has been extremely poor (cutting out every 1-2 minutes) Following a conversation with a guy called Yasser, he determined there was a fault inside my home and he would need to send an engineer around four days later to fix the problem and for which I would have to pay £65. Well, I waited in all afternoon and no one turned up from Open Reach and I am informed that I have to contact Plusnet. These are the facts. The service is diabolical, post sales customer care is non-existent and internet reliability is hit and miss (even when there are no faults at anyone's end). When will I get my landline and internet back? Who knows. Perhaps I'll wait till my contract ends in August and just go Fibre with Virgin.
- Location
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- Location
- Stoke on Trent
- Reviewing
- Plusnet
- Date
- 2021-05-05
- Comments
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Been poor since day one. Thought I was upgrading from the move from sky but how wrong I was. Can never seem to get hold of anyone in customer services and online support is useless
- Location
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- Location
- Stoke On Trent
- Reviewing
- Plusnet
- Date
- 2017-11-24
- Comments
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Placed an order engineer came did installation waited 3 days for broadband to come on after several calls and a very bad experience with the customer service was told we have not put order in for broadband it will take another 7 - 10 days waste of time company STAY AWAY DO YOUR SELF A FAVOR
- Location
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- Location
- STOKE ON TRENT
- Reviewing
- Plusnet
- Date
- 2018-06-21
- Comments
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Just moved to 38mb package. Started off at around 24mb, but plusnet persisted and sorted all my issues with very in depth communications. Now getting the full 38mb service. Very pleased with service and price
- Location
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- Location
- STOKE ON TRENT
- Reviewing
- Plusnet
- Date
- 2016-08-28
- Comments
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Plusnet fibre broadband is useless; connection constantly dropping out and excruciatingly slow at times. My dial-up internet was more reliable 15 years ago!
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Plusnet
- Date
- 2018-11-18
- Comments
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In recent years I've had broadband from EE, SKY, BT and without any doubt Plusnet are the worst provider of them all. Customer service is a joke and if you phone them you will wait at least 30 minutes before they answer.
I am suffering multiple wifi dropouts on an almost daily basis and Plusnet's advice is to source a solution myself because they cannot guarantee a stable wifi connection. My Nest cam is 4 feet away from the Plusnet router with nothing but fresh air between them, yet it is constantly dropping out. I have the same issue with my Android phone and MacBook.
Terrible Company who cannot supply the service they are charging you for.
- Location
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- Location
- Stoke-on-trent
- Reviewing
- Plusnet
- Date
- 2019-03-03
- Comments
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Don't bother trying to contact these people as they won't bother to answer the phone. After 3 attempts all lasting over twenty minutes waiting for someone to answer the phone I gave up. I did try the online chat to cancel my contract and they said I had to call in to cancel it! I explained this was impossible and then told there was not waiting times at all and lots of availability to get the call answered and no waiting time. I rang again straight away to be told there is a 20 minute wait - what an absolute joke this company is and wouldn't know what customer service was if it hit them in the face.
- Location
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- Location
- Stopsley
- Reviewing
- Plusnet
- Date
- 2016-08-02
- Comments
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I've been treated so badly by this company. For months I've been trying to contact them to stop them taking 5 times what they are meant to out of my account. They said they would only sort the problem if I signed up to a new 12month contract. Each time I call in I'm told they'll call me back within 4 hours and now I'm no longer accepting that they hang up. Still have the problem outstanding.
- Location
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- Location
- Stourbridge,
- Reviewing
- Plusnet
- Date
- 2018-09-19
- Comments
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AVOID WOULD GIVE NO STARS IF POSSIBLE! Disgusted with service I can't wait until my contract with these thieves is over! I called 100s times over the course of a year but was on hold so long that I've only ever been answered for three of thous calls. When we moved in and had the broadband it never reached above 2mb even though our contract is for 17+mb we had to only use one devise on the wifi at a time due to it being so slow. I was told to just reset the box or that there was no fault (BEWARE they WILL charge £64 every time they "don't" find one) I was never offered an engineer call out even though my landline and broadband didn't work. Eventually someone with some sense helped and sent one who discovered the issue was with the wiring on the phone poll to our house so it has been there since moving in. I then disputed that fact so as to get compensation for at least 8 months but was told as a "good will gesture" I was only able to receive £60 which barely covers the cost of calling them on my mobile since my landline didn't work let alone the charge I was given by Plussnet themselves for the apparent no fault in the first place. Trading standards states that the company must provide at least 50% constantly of what it contracted I received less then 12%! To top it all off the manager was very condescending and I hope I never have an issue again so that I don't have to speak to them!
- Location
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- Location
- Stranraer
- Reviewing
- Plusnet
- Date
- 2017-03-08
- Comments
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This is the worst service i have ever had from any provider, had no broadband from December 20th 2016 to 25th January 2017, sent me a new router to try , never arrived ,contacted them again, eventually a router came , made no difference , second engineer came on 25 January and got it working, it is as slow as a week in prison, was promised i would be refunded the days i had no broadband , never got a penny back, avoid this company at all cost, they tell lies .
- Location
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- Location
- Stratford
- Reviewing
- Plusnet
- Date
- 2017-10-01
- Comments
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I have started to have problems with Plusnet at very first day after paying for my order. First of all they cancelled my first order after I called customer service to find out why they don't need engineer to come in and do the job if I am still paying for it. Their lovely member of staff called Mohammed (Mo), who tried to explain this to me and still left me confused decided I wanted to cancel my order which he did. When after a week waiting my broadband to go live, what didn't happen, I called them back and then Ashley said my order has been cancelled and next available time when broadband can go live is after 2 and half weeks what left me really upset. Well as she talked to me nicely I left it and was waiting until engineer came to connect broadband to BT and said I should have internet connection straight away regardless on my email it said broadband will go live on 30th September and engineer asked me to call customer service and turn it on. So I did and customer service person who's name I can't recall starting with M, said if it hasn't gone live by midnight of 29th then I should call them back. I didn't have nerve anymore do deal with them and asked my partner to take over. He talked A girl called Taylor who said our internet should go live by midnight 30th. Still nothing. I am so sick of it that don't even know what to do. Why they are selling it if they cannot provide - regardless taking my money before delivering see. I am so dissapointed and don't recommend this broadband to anyone.
- Location
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- Location
- Stratford upon Avon
- Reviewing
- Plusnet
- Date
- 2018-12-19
- Comments
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My broadband was not reliable. My monthly amount increased without being informed. I have been chased by debt collectors since leaving plusnet due to them charging me after I left for a service I was being provided by another provider. Their customer service department provide terrible customer service
- 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
- Strathclyde
- Reviewing
- Plusnet
- Date
- 2015-02-12
- Comments
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I have only been with plusnet for over a week, so early days. Everything went smoothly from start to finish. Polite helpful staff, engineer polite and helpful and arrived on day stated. Broadband speed fine.
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2017-05-30
- Location
-
- Location
- STROUD
- Reviewing
- Plusnet
- Date
- 2017-05-25
- Location
-
- 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
- Stroud
- Reviewing
- Plusnet
- Date
- 2015-03-02
- Location
-
- Location
- stroud
- Reviewing
- Plusnet
- Date
- 2015-06-11
- Comments
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After reading many good reviews about PlusNet I just want to share some concerns I have about them. 1. Total inability to transfer our original telephone number across from our old supplier despite numerous assurances causing loads of inconvenience, upset and time wasting 2. Their router completely crashed my Macbook. Took weeks to realize it was their router doing it. Poor effort PlusNet, unimpressed.
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2019-01-04
- Comments
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They have fiddled around with the firmware on their HUB ONE ROUTER and now the dual band doesn't work properly with 2.4GHz signal becoming very weak, unstable and frequently dropping out. They are dragging their feet with a fix and in the meantime we are seriously struggling with certain devices. I recommend no-one joins Plusnet because their customer service is slow and inadequate when something goes wrong.
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2022-07-20
- Comments
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The signal doesn't arrive to the other side of the house. I keep being told thick wall break the signal etc...to the point I have to buy an extension for WiFi
With a new provider I don't need to use the extention. signal arrives to all part of the house so it confirms isn't a good broadband overall and nothing can be done from their it
- 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
- Stroud, Gloucestershire
- Reviewing
- Plusnet
- Date
- 2018-07-31
- Comments
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Switching from BT who's service was 54mb/s to Plusnet who promised to deliver the same but turned out to be 21mb/s at best. Asked to leave after a month because of the poor broadband speed and worse reliability. Was told I couldn't leave without paying nearly £100 as an exit fee. Sent a Breach of Contract Letter, uploaded via their website and signed up for BT. Within 24 hours Plusnet were on the phone agreeing that they'd breached their contract and agreed that I should be able to leave without financial penalty. I'd never go back to Plusnet, BT might be more expensive but at least they deliver the speeds they promise when you sign up. Good honest Broadband? Bad and dishonest in my experience!!
- Location
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- Location
- Sudbury
- Reviewing
- Plusnet
- Date
- 2021-06-20
- Comments
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Terrible company to deal with. Been with Plusnet for almost 2 years, £32.98 a month for broadband and landlines. Paid this amount by direct debit without any problems, until 20 April this year. Bill came through as £35.98, rang them to be told the discount hadn't been applied. Then I get a text telling me "good news you are owed a refund" it's my money you took without my consent!!!! Next month bill for £38.00, same reason. So I cancelled dd, as they were actually stealing from me. I paid what I owed them by card online. This month's bill comes through and I am told because I haven't got a direct debit set up my Internet has been restricted straightaway. But if you want to talk to a manager you have to wait 3-5 days. I have told them I am now leaving as they broke the contract by tryin to steal my money. Rude, dim customer advisors. AVOID!!!!!!!
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2016-12-23
- Comments
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Took my money,and still no service,11 different story's from 11 different advisors who talk like you like your a piece of muck when you want answers,no service but that now want to charge me for leaving them even tho I hadn't been connected or any service from them,so my view on plus net is avoid them,thay are liers and theives
- 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
- Suffolk
- Reviewing
- Plusnet
- Date
- 2022-11-03
- Comments
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I would have given 5 stars yesterday but today I will go out of my way to diminish any confidence anyone has on this company! My experience is so bad I want to ensure my voice is heard and that I spread this experience as far as I possibly can and raise awareness of this stupidity!
I have had wat I would consider perhaps the worst possible experience with any company ever!
Everyone is so focussed on adhering to policies an procedures imposed by PlusNet that customer care is completely thrown out of the window. God forbid any of you thinking outside the box and deviation from their script. The thing is that I don't understand why such low paid employees care so much about how satisfied their team leader is as opposed to how satisfied their customer is! Incapable of making decision that favour the efficiency of service and the resolution of their queries. Simply mind-boggling!
I requested a house move and was miss-led from the start, I was promised no service interruption and I was told that my services would terminate 24hrs before the new services go live, under that mutual agreement I agreed to upgrade my package to the Full Fibre my current Fibre Extra. With that in mind and agreed, I then find a few days later I receive a series of messages and Emails stating that my services will terminate on the 14th and my new house services will be commencing on the 24th which is a 10 day interruption (please understand this was not explained nor was this agreed by myself)
I have had to take time away from work and spend money on a stupidly long phone call at 43p minute to an 0800 number to resolve an issue you have created yourself, and none of your 9 advisors but 1 (Molly) was able to see anything fundamentally wrong with this.
I do not believe that you are capable of handling a customers this was and still think you are doing the right thing? I am so angry I don't think I have ever been this stressed in my life.
Why can't you staff have an internal direct line to other departments, go away and come back and relay the issue at hand? Why do I have to be bounced around like a 'tennis ball' with no context provided onto the next advisor and no care shown only deep disregard: "Well ill pass this idiot onto to someone else and he's no longer my problem" that's the level of service your people give! And before you say that is not, think this is definitely how it comes across.
Why should I be passed through 8 or 9 advisors and spend so long on a call for an issue that could have been resolved in 5 minutes however more fundamental to that would be to set the consumer's expectation right from the start instead of miss-guiding the consumer in order to secure an Upgrade.
Ultimately you are at fault, you are unable to resolve a query efficiently, you provided inaccurate information from the start, you did not provide me with accurate expectations and you were incapable of resolving the query in an efficient manner, with this in mind I think you need to take a look at your level of service immediately.
- Location
-
- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
-
The connection speed has been getting slower on a regular basis, is sometimes unavailable due to what Plusnet call maintenance and sometimes the speed is below 1 mbps. We phoned customer service 3 times today and cannot get through to any one, we have tried Live Chat and that is not available. Plusnet used to provide an excellent customer experience and good internet speeds but it just keeps getting worse.
- Location
-
- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2015-11-27
- Location
-
- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2016-08-31
- Comments
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I switched from BT to PlusNet years ago, due to BT's appalling Customer Service. Now I find that PlusNet have gone the same way, even if they do have a UK call centre. Time to move on <sigh>.
- Location
-
- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2021-02-20
- Comments
-
Ordered and paid for fibre Broadband January 12th 2021, after complaints due to be connected March 3rd. 2021 Currently with John Lewis which is Plusnet managed and delivered. Totally unacceptable and incompetent management. Avoid at all costs.
- 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.