3,715 Customer Reviews over 93 pages
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2019-05-01
- Comments
-
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
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
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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
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2015-11-27
- Location
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- 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
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2021-02-20
- Comments
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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
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2023-04-04
- Comments
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Signed up to full fibre last summer.installation was booked for September,but nobody turned up.Heard nothing,then they said they'd install on December 23rd,they did turn up,but couldn't complete installation and said they'd be back in about a week,but never happened.
Eventually,an appointment was made for early March 2023,but nobody turned up as usual.Another appointment was made a couple of weeks later,but same story.Another appointment was made,this time they said an engineer visited the property and realised further work was needed before he could carry out installation. I was here in the morning they said they were here,but I saw nobody !!
We were then guaranteed installation would be completed by 27th March,but guess what,another no-show.
We've pretty much given up with Plusnet,we currently have very slow BB speed of around 4-5mb but this is often halved in the evenings,so trying to stream something on TV can be very frustrating.
I honestly have no idea if installation will ever be achieved with Plusnet,because there's ok obviously a total breakdown between themselves and the BT/Openreach contractors.
We've been with Plusnet for about 12 years,they were excellent to deal with, customer service was absolutely brilliant,but it's been hard work to get anything resolved in recent years,and usually taken at least 2 phonecalls as staff don't sound as experienced as they were,but this Full Fibre installation farce has been a joke,it's now early April and have heard nothing for almost 2 weeks.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2023-04-04
- Comments
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7 months and still waiting for full fibre installation after countless cancelled appointments.
Plusnet is a pale shadow of what it was 12 yrs ago and those at the top should hang their heads in shame.
- Location
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- Location
- suffolk
- Reviewing
- Plusnet
- Date
- 2016-03-18
- Comments
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Rubbish, that is all I have to say.
I started off being told I was in the wrong marketing area ??? so am unable to have a package at advertised rates, then it all just stats sliding from there, phone bills went up, connection got slower. Now im trying to port my number to someone else and am told my post code is wrong. Excuse me but ive been with you for a number of years now so how can it be wrong. Absolute joke of a firm, avoid like the plaque.
- Location
-
- Location
- suffolk
- Reviewing
- Plusnet
- Date
- 2017-06-02
- Comments
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I was sent a letter stating that a debt, (£203.85 plus 25%) had been passed to a collection agency. The first customer service agent said it was impossible to recall the collectors instructions, and made comments about dates of certain orrespondence that was never actually sent. It was only when I called back with bank statement details, which showed the alleged missed payment, that they were sble to withdraw the demand.
How many other people receive this kind of correspodance and pay up. I think customers would like to know that the bills they receive are compiled accurately.
Except for the above, I would recommend them.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2019-11-27
- Comments
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Been wiith PlusNet for 6 months now and a real struggle. I am on my third royter but still the same problems. It's a fairly well known and long term issue with their routers. Change to a third party router and you will have no problems...speeds good but intermitent disconections which can be irratating when in the middle of a film. After months of testing all sorts of configs it's quite clear (as others have discovered) the PlusNet One router loses DNS. So setting DNS servers manually (including PlusNet's own servers) on either 1) each device you have or 2) on a third party router (you cannot configure this on the PlusNet One)is the only way to go. PlusNet are not interested. I am now using a third party router (previous ISP) and the PlusNet one as a Wireless AP.
I guess this serves me right for trying to save some money. As soon as contract up I will switch back to Zen who were brilliant if a bit expensive.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2017-02-03
- Comments
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Had for 2 weeks is great when it works it just doesn't work most of the time yes it's cheaper but you get what you pay for I would stay away can't wait until my contact is up
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2020-01-16
- Comments
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Just Awful. Worst provider and worst service I have ever experienced from a broadband provider. Long contracts and still stuck paying extortionately high prices for such poor service. They don’t care though.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
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Don't bother!
I originally moved to Plusnet because it was cheaper than BT; I could get through to the call centre; and I could understand what the operators were saying.
Until recently we could not get fibre broad band in our village. Plusnet's speed and reliability was much the same as that provided by anyone else (i.e. pretty lousy).
I tried to upgrade my package to fibre broadband about three weeks ago, but after to 20 minute waits, I gave up. So I moved to Vodafone (they answer when called). Plusnet has sent me a bill that appears to take me beyond my contract period. I have tried to query it, but cannot get through within a sensible timescale (30 minutes wait).
So my advice is to use/move to a provider that has sufficient staff to answer the phone within a reasonable time.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
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Don't bother!
I originally moved to Plusnet because it was cheaper than BT; I could get through to the call centre; and I could understand what the operators were saying.
Until recently we could not get fibre broad band in our village. Plusnet's speed and reliability was much the same as that provided by anyone else (i.e. pretty lousy).
I tried to upgrade my package to fibre broadband about three weeks ago, but after to 20 minute waits, I gave up. So I moved to Vodafone (they answer when called). Plusnet has sent me a bill that appears to take me beyond my contract period. I have tried to query it, but cannot get through within a sensible timescale (30 minutes wait).
So my advice is to use/move to a provider that has sufficient staff to answer the phone within a reasonable time.
- Location
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- Location
- Sunbury
- Reviewing
- Plusnet
- Date
- 2021-07-10
- Comments
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It is most horrible service. Cannot do simple voice call over the teams. Please avoid it as they put through technical teams and they cannot solve anything. They refuse to remove disconnecting charges in spite of not able to simple services. Waste of money , please avoid it
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2016-08-24
- Comments
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After years of complaining about slow internet (and being told by PlusNet nothing was wrong at their end) I changed provider and now have a download speed 2-2.5 times faster
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2017-07-12
- Comments
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Despite what Plusnet!s literature says, you won't get a text telling you broadband is active and you can't switch on the router till you're told it's active. Had to wait 45 minutes on telephone to speak to customer service to sort this out
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2022-03-08
- Comments
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When contract came to end they doubled price to over 62 pounds so cancelled as I went 8 days into a new month they charged me a full month fir 8 days usage
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2022-10-18
- Comments
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Delaying switch over by a week leaving us without internet. Take up to an hour to answer the phone. Staff seem nice enough when you eventually get through but I would avoid like the plague if asked to switch again.
- Location
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- Location
- sunderland
- Reviewing
- Plusnet
- Date
- 2016-03-28
- Comments
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They charge for everything...Lots of surprise!
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2016-07-22
- Comments
-
Where do I start?
Been a Plusnet customer for almost 10 years and I've today left and won't be coming back and I just hope this review helps a few people thinking of joining.
In the early days when they were a bit smaller they were great, they could cope with the levels of customer problems they had and the network they ran. However recently their service is shocking.
They have denied that they traffic shape connections but I have proof that my line has been traffic shaped.
Their customer support staff have a very patronising way of dealing with customers, for example "Have you made sure it's plugged in?"
They also WILL NOT investigate a problem until many more customers have reported that issue, so if no one reports the issue, you're screwed.
They say on their website they have recently recruited a lot more staff to help improve customer service but today I had to wait 20 minutes just to cancel my service!!
Plusnet used to be great and to be honest they are just living off that old reputation. The 18 month contract ties you down to the point where you feel trapped and that you have made a massive mistake joining.
Do the right thing, avoid Plusnet.
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2017-10-25
- Comments
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in the first couple of weeks i was getting 13mb it now is 6mmb phoned customer services no help what so ever worst broad band provider i have ever dealt with
- Location
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- Location
- Surbiton
- Reviewing
- Plusnet
- Date
- 2018-09-12
- Comments
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After waiting over 30 minutes to chat to someone, we were told they could only refund from the day we rang up to tell them of the fault even though there was technical proof of our broadband fault over 3 weeks!.
We were told in the first place we would receive a refund and goodwill gesture. We are now changing providers.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2023-01-19
- Comments
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Broadband cuts out daily. Happy to give varying amounts on your account to pay and not inform you if a payment made manually (with adequate funds) is rejected.
Also happy to sell to dent agents one day after cutting off and refusing to take extra payment because the additional added on previous wasn't was the account said it was.
Absolutely terrible company!!!
- Location
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2020-07-11
- Comments
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Appalling company in every respect.I have a guaranteed minimum speed of 2-5 and most of the time they cant even provide that. Customer complaints is a farce, full of broken promises. Avoid at all costs. My previous provider gave me no problems so the fault is entirely Plusnets. Avoid at all costs.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2017-01-10
- Comments
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On joining Plusnet told me they will send me a £50 cashback cheque as advertised but it never happened. Customer services is poor. It takes long time to connect. There is no way one can send an email.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2018-11-22
- Comments
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The WORST company in every way. After 4pm BroadbNd is so slow, all phones are turned onto 4G. Customer service is appalling, no one speaks to anyone and you go through the same story over and over again. Chasing bills for money not owed after cancelling contracts. Terrible company AVOID
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-10-09
- Comments
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Beware of Plusnet if you plan to move home. We paid for line rental upfront and had a good deal with no contract end date, we looked for this as we were planning to move in the year. However when we came to move they slap a £65 moving charge on you which is hidden in their T&C's! Wouldn't refund or offer any help it was either pay this or lose the line rental savings we had already paid. Thieving scum bags!
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2017-03-19
- Comments
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I hold my hands up, I fell for the cheery radio ad, Helpy Helperson and all that.
What a mistake.
I SPECIFICALLY requested to have a new socket installed in the living room, instead of what is now the baby's room... as in get rid of the old cable on the outside of the house, the socket in the baby's room, and fit a new one on the outside of the house to a new socket in the living room.
"Yes, yes sir, that's fine, it's all included, how would you like to pay???..."
Fine, happy to pay.
Waited 3 weeks for Openreach to come and do the job.
They turn up - "Oh, no sir, thats not what I was told... I'm just here to replace the old socket. You better ring Plusnet to sort it out."
FFS.
Ring Plusnet.
"We'll have to re listen to the call sir, to see if you are telling the truth. My manager will do it first thing tomorrow and get back to you"
Six days pass and I've heard nothing.
I can't get through to them to sort it out unless I pay 13p a minute for 30 minutes. (This is where they really make their money, I think)
Absolute bunch of chimpanzee bandits.
So disappointed, wish I had read all these other reviews before signing up.
I HATE PLUSNET!!!!
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2020-03-22
- Comments
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Totally disgusting company. No compassion in this really hard time. I even got cut of before my 13 day pay time. I called to explain my situation
Trust,once this virus is under control I will be moving away from this **** company
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-06-29
- Comments
-
PLEASE BE AWARE:
I've given Plusnet over a year to resolve my issues- they still have not.
They have been given information from an engineer confirming there are hardware issues external to my house- despite this they persist in telling me I have "wifi issues".
Now they lie and tell me I have an outstanding balance - there is no outstanding bill on my account - and they cut my services. Within one week they send me a letter informing me that "as a result of the outstanding balance your account has been de-activated".
I'm sure this cannot be related to the complaint I logged with CISAS, surely?
I have told them I will pay this erroneous bill, under duress, if it existed. It does not exist and I cannot pay a bill that does not exist- there is no outstanding bill showing on my online account even though I have asked them twice to create such a bill and I will immediately pay.
It has been suggested to me that they just want to cancel my services with you rather than complete the necessary work on your own hardware, surely not.
It took emails to the CEO and a complaint to CISAS to even get them to engage with me.
I write this as a warning to others.
- Location
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- Location
- surrey
- Reviewing
- Plusnet
- Date
- 2017-12-23
- Comments
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I thought sky was bad so I switched to plusnet. What a mistake. It took over a week to actually get the internet working after the switch date, due to incompetence in their part. Hours on the phone to be told fairy tales, and now the internet is so slow it is like having dial up again.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2017-09-16
- Comments
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Waiting times for contacting cust' services is ridiculous. BB is really unreliable, I wish I had stayed with Sky.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2012-03-20
- Comments
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Regretfully I am obliged to award PN one star for all aspects of what it laughingly calls service. They deserve negative ratings all the way through. Appalling company with arrogant unhelpful support staff who couldn't give a toss about customer service. Now moving on after months of trying to resolve a problem. Good bye and good riddance to the most vile company I have ever dealt with.
- Location
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
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Never use Plusnet. Their costumer service is awful. I have spent hours on hold to them over the past 2 months trying to cancel my account. Despite my attempts to make a final payment, they still charged me a "late payment" fee, I have been misinformed and messed around, yet they still insisted on me paying £14 extra for a late payment. It is disgraceful.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
-
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
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2016-10-14
- Comments
-
The broadband speed has got worse, and the time spent on the phone trying to get hold of Plusnet has got longer, today was one and a half hours.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2020-10-03
- Comments
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Like other reviews here, I have been a long standing customer of Force9 then Plusnet, but loyalty seems to mean nothing at all to them. I reported a fault 2 weeks ago. Carried out the checks they requested and since then, nothing from them at all. Fault is getting worse by the day, connected for a minute then disconnected for 10. Now I have no dial tone and rather than be bothered to fix the broadband fault they have just capped my speed at 1Mb. Zero communication. Totally unacceptable. Used to be a great company but since BT took control they have steadily gone downhill right to the bottom. Other providers offer cheaper deals now anyway.
- Location
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-10-29
- Comments
-
Plusnet are appalling.
I complained for over a year re our service and finally took our case to CISAS. Immediately upon doing so Plusnet deleted my entire 'support ticket' history from my online account details.
They're routinely patronising and dismissive. They're also completely ignorant of the technology they're supposed to be supporting.
As they're part of BT I find it unbelievable that they "don't share information" or at least that's the excuse I was given every time I asked for an update on our complaint- "we don't share information between engineers".
My only suggestion would be to complain and take your case to CISAS. I won our case and CISAS told them to give us compensation for our time and effort involved in trying to get them to actually do something.
Appalling, rude and utterly useless.
- 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.