3,751 Customer Reviews over 94 pages
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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
- Swindon
- Reviewing
- Plusnet
- Date
- 2021-10-28
- Comments
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I signed up to a Plusnet broadband deal for 18 months. It was installed by a openreach engineer who made a terrible mess of things. Mainly to my next door neighbours outside telecoms cable box. They didn’t have WiFi for a week after the engineer cut through cables in the box and also one cable in the exchange box at the other side of the street.
My WiFi worked fine for three and a half days then stopped. I phoned Plusnet and they said it could take another two days for someone to look at what has gone wrong. After a few hours of wondering why I was paying for a service that was not providing a service I called Plusnet again and cancelled my contract.
I expected a much better stable broadband connection.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2017-02-23
- Comments
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Like most ISPs once the service is up and running - you no longer need to deal with them. I had 3 BT engineers turn up to install the same circuit on different days, so that took some sorting out, and then I was getting disconnects several times a day. I made one call to Plusnet (on hold for a long time) but support was good once I was through. It didn't solve the problem, and the next support I did completely via the website. A BT engineer turned up, and found a kink in the line, replaced the wall socket and Plusnet sent a new router - and the line has been perfect ever since.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2020-12-07
- Comments
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I have just cancelled my PlusNet account due to the thoroughly awful time I have had trying to get my service restarted after moving to a different room in the same building. Three phone calls of well over 90 minutes , talking to a dozen different people and being told time and time again how 'sorry' they are and that they will 'look in to it', I have finally had enough. I strongly advise anyone planning to go to PlusNet to think again.
Yes, they may be low priced but their customer service is shocking. One person on the phone transfers your call to the next department without telling that department why you are on the phone and so you have to begin the process again.
I don't know where they got their award for Customer service, but to me it is a joke.
- 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
- Swindon
- Reviewing
- Plusnet
- Date
- 2020-10-14
- Comments
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Plusnet, you will lose customers by the tens of thousands if you don't improve people's ability to contact you. It's a joke and very soon you will be too.
- Location
-
- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2015-03-31
- Comments
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Worst customer service I have experienced with a broadband company. I move fairly often and have tried several broadband providers. Plusnet are without doubt the worst for customer service: super-long wait times (30-45mins) for their cancellation service only rubbed salt in the wound.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2017-03-07
- Comments
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Cant wait for my 1 year contract to end in June. Nothing but issues, which they try to pass back to me, and long waits on the phone to speak to customer services. Inclusive calls that aren't and continual drop out of internet service.
- Location
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- Location
- Tadley
- Reviewing
- Plusnet
- Date
- 2020-10-06
- Comments
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AVOID!!!
They talked me into signing up for Fibre Broadband in August 2020 - nothing happened for 3 weeks, contacted them, they said my account was a mess, but now sorted - posted out my Router - 3 weeks later I chased again - they said somethings wrong, now sorted - I will be switched on 6th October ... today, 6th October I have lost my internet and my Account has disappeared. They lie, they don't care, they're utterly useless .. if I see that fat bloke on the advert I shall kick him in the nuts - trades description act and all that. They just don't care!
- Location
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- Location
- Tamworth
- Reviewing
- Plusnet
- Date
- 2015-01-31
- Comments
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do not go with this company wish i had read the reviews before i took out a 12month contract broadband speeds vert very slow keeps dropping out 40min wait today to speak to customer service. will not be renewing my contract with them after 12 months.
- Location
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- Location
- TAMWORTH
- Reviewing
- Plusnet
- Date
- 2015-07-05
- Comments
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I am another one of the many customers who have not had my Internet connected yet, despite having signed up over 6 weeks ago. My service is still not connected and customer services have failed to contact me about this issue to resolve it. Currently out of pocket massively as I'm still using my mobile data at great expense. To sum up this company I'd have to say they are a complete bunch of scumbags who deserve to die of cancer, and all of their children too..... Just so there is not another generation to carry on this legalised robbery of our time and hard-earned cash. They are scum, and nobody has closed them yet. This robbery on a massive scale is still being allowed. Shame on you Ofcom for not addressing this and allowing us customers to be dragged through this ordeal.
- Location
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- Location
- tamworth
- Reviewing
- Plusnet
- Date
- 2018-09-30
- Comments
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dont go with these if you have a problem always between 40 to 50 mins waiting time trying to take extra paymants of me even though i have cancelled worst customer service ever
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2017-02-04
- Comments
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I have been with Plusnet from a few days after it was originally launched.
During that time I have had 3 problems, all of which required me to phone their (free) helpline. Each time I was put through to a very helpful person who talked me through the problem and the means of correcting it, on one occasion requiring me to operate my PC whilst he gave me instructions on what to do.
This took about 20 minutes and the problem was solved.
Last year my contract came up for renewal and when I phoned Plusnet to
arrange it, I was told by the plusnet employee that I could continue on my existing package and that, because they were offering new customers 3 months free I could have the same.
I shall be staying with Plusnet and look forward to many more years of satisfaction.
- Location
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- Location
- TAUNTON
- Reviewing
- Plusnet
- Date
- 2018-01-11
- Comments
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Poor internet service, almost zero Upload speed, long waiting for customer service, and not so good offers. My house is next to the Exchange and still I have poor internet speed, sometime it does not even load a simple web page, forget about watching videos online. And when I wanted to stop their service, they want to charge me 30£; I said I've had enough, is this the reward for being honest & loyal customer?
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
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AVOID AVOID AVOID. These people are completely inept. I haven't had a reliable broadband service since the beginning of the year, and after hanging on the phone for 30 minutes plus every time I ring to tell them about it, they fiddle around and supposedly fix the fault. Then a week later its the same again. I rang to cancel my account back in July and was persuaded to go over to fibre which I was told would sort everything out. It didn't - I just pay more, and now they are trying to tie me in to the 24 month contract I only took out on the basis it would solve the problem. I am now in dispute over their termination fee. Money for nothing, that is.
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2022-03-04
- Comments
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4 weeks after moving house I still have no wifi. I have phoned 4 times and been told (after being on hold 45 mins+) many dates my wifi would be on none of which have happened. I have no mobile data signal or phone signal at the flat and can’t answer my phone at work (hospital) but have been told I cannot be contacted by email even though their ‘helpline’ closes 30 mins after I’m home from work so I have to phone them on my weekend. If it wasn’t over £100 to escape this incompetent contract I would have. DON’T recommend!
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2018-12-27
- Comments
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What a nightmare, sell themselves on customer service, well just phone the helpline number and see how long the wait is, thru the whole of December it was over 45 minute wait!
- Location
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- Location
- Tavistock
- Reviewing
- Plusnet
- Date
- 2015-12-21
- Comments
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Estimated broadband speed is 10mbs. Having tested on several occasions it is nearer 17mbs.
They advertise excellent customer service but unfortunately this is not the case. Three calls in excess of 20 minutes each to three different numbers in order to upgrade the broadband package.
However on complaints they will deal with them unlike BT who wait until OFCOMS involvement.
- Location
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- Location
- Teeside
- Reviewing
- Plusnet
- Date
- 2022-07-03
- Comments
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Don't bother.
They will make promises they don't keep. Then when u complain all you get is argumentative staff and don't get your complaint resolved. Customer service at its worst
- Location
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- Location
- teesside
- Reviewing
- Plusnet
- Date
- 2016-09-03
- Comments
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i have been with plus net for quite some years, and never had an issue, but for the last 6 months the reliability of signal has been disgusting.
intermittent signal so some day i have internet and others have in for an hour then it goes off then it comes on then goes off again.
i attempted to call plushest to solve this issue but was on hold without speaking to a single person for 40 minutes until thought ok well ill try the online chat support, which i got an answer quicker then calling but to be told they were looking into the issue then to be told and sent a youtube video to watch so that i could solve the issue.... I'm sorry but I'm not a plus net technician, after the chat person sent the link he sent a thank you for using the service and went offline, but before that i asked if someone could call me, which i was told No we don't offer call backs!!!!.
so i tried to call again, another 45 minutes on hold without speaking to someone, i don't get unlimited minutes on my mobile so i had to hang up.
disgusted by the service and can't wait for the first opportunity to cancel.
- Location
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- Location
- Teesside
- Reviewing
- Plusnet
- Date
- 2017-02-10
- Comments
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Moved to PlusNet because they highlighted there excellent Customer Services record. I have not found this to be the case, indeed they are the worst company I've dealt with a hopeless customer service. If you have a problem they are hopeless and managers never get back to you. Decided to leave and double checked with them that there with no charges to do this. Arranged another supplier to take over line and broadband and told me there was £30 to pay! When I pointed out to the man in the call centre that I had relied on the information that there was nothing to pay - before going ahead to get a new provider - he pointed to the contract and was rude, continually interrupting me. What a total disgrace! If they had a reasonable standard of customer services they would have been able to keep customers like me - but on my experience they don't deserve to keep their customers.
- Location
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- Location
- Teesside
- Reviewing
- Plusnet
- Date
- 2018-04-25
- Comments
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Appalling experience with plusnet. Connection drops out repeatedly. My order has been messed up again and again, paying over the odds. Only moved to them because BT was so bad, and these are worse. When on the phone the people sound helpful then they don't do what they promise.
- Location
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- Location
- Tegg
- Reviewing
- Plusnet
- Date
- 2015-09-09
- Location
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- Location
- TEIGNMOUTH
- Reviewing
- Plusnet
- Date
- 2018-09-27
- Comments
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8 phone calls to them around 4 hours on the phone trying to close my phone contract
STAY AWAY DONT TOUCH THESE PEOPLE
- Location
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- Location
- Telford
- Reviewing
- Plusnet
- Date
- 2022-07-06
- Location
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- Location
- Tewkesbury
- Reviewing
- Plusnet
- Date
- 2015-08-24
- Comments
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Just straight up rubbish simple as that
No net for a week now since they "fixed" the problem on our line, not able to book me an engineer. Lied to us, spent over 5 hours on hold since last Thursday. Useless
- Location
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- Location
- Thatcham
- Reviewing
- Plusnet
- Date
- 2016-11-11
- Comments
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My problem with Plusnet is that they have been taken 2 amounts out of my account for over a year now since I changed to fibre optic they admit to this and say they will give me a refund but up to date this has not happened and they are still taking two amounts out of my account I have had numerous waits on phone line and promises but nothing happens and it is still getting taken from my account. I was originally a Vodafone customer and then they sold out to Plusnet originally customer service was good and for a 70 year old lady this was what I liked about them but since changing to fibre optic the whole thing has gone pear shaped. I cant wait until my contract is up to get out. Did I read that they charge you for this surely not. Is this legal to be taking money they are not entitled to from me.
- Location
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- Location
- Thatcham
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
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Awful. Waited for engineer who didn't turn up, keep being put on hold on the phone for half an hour turns (more than 2 hours on hold total now). Keep being told i have to wait 72 hours before they'll do anything (no idea where this arbitrary number has come from). I've recieved emails and texts from them to tell me my service is now complete, but I have NO INTERNET. I've been left with nothing, my old line having been cut off. My wife can no longer freelance from home and has had to go out and seek alternative internet this morning at HER EXPENSE. I've lost a day off, which cost me a lot more than the £40 installation i have paid for and NOT RECEIVED. - DO NOT USE THIS COMPANY.
- Location
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- Location
- Thetford
- Reviewing
- Plusnet
- Date
- 2019-08-27
- Comments
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do not trust, very poor service.when want to join they will ring you within 1 min, when want cancel need to spend 90 min to get connected to the person.waiting my refund for over 2 weeks,no respond as keep saying system failure so can't check.
- Location
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- Location
- Thirsk
- Reviewing
- Plusnet
- Date
- 2018-05-12
- Comments
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Pretty awful experience on the whole. Extremely unreliable internet, contact customer service, long waits, gets sorted for a week or so then becomes unreliable again. Repeat ad nauseum. So glad they decided to raise their price for this awful service as it allowed me to get out of the contract and go to another supplier. I will say that although their waiting times are long, you always speak to somebody in this country. That’s the only positive thing I can say.
- Location
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- Location
- Thirsk
- Reviewing
- Plusnet
- Date
- 2020-01-03
- Comments
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Been with Plusnet for almost 18 months and was about to renew contract for about £30.00 including anytime calls, but was told this deal was for new customers and I would have to pay an extra £10.00 per month extra. Customer loyalty doesn't matter with them.
- Location
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- Location
- Thirsk
- Reviewing
- Plusnet
- Date
- 2019-01-28
- Comments
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Where do I start with this review? Quite simply, an utterly appalling company, not fit for purpose. DO NOT BECOME A PLUSNET customer PLEASE!!
Signed up with Plusnet on 03.12.18, paying 12 months advance line rental to take advantage of the discount (£201.88p). Nice fluffy Welcome letter assured me that Plusnet would do everything to activate my new service, including contact my old provider BT Wrong! This didn't happen. On 15.12.18 when I contacted BT CS, I was advised that Plusnet needed to do this as an account transfer, giving 30 days notice before activating the new service with me. BT had no idea that I was transferring and told me that, potentially, I would be paying for 2 accounts; an existing one with them and the new one with Plusnet!
Meanwhile, Plusnet was insisting that there was a problem recognising my billing address and this could be solved only by installing a second landline. Nothing could convince them that the line from which I was speaking was working perfectly! I refused to even consider this as an option.
Despite this 'problem', Plusnet text/emailed me to confirm that my order was due for completion on 19.12.18 (nicely just beyond the 14 day cooling off period as experienced by other reviewers unlucky enough to have had the Plusnet experience).
After days of stress/being on hold/having fruitless conversations with apparently clueless CS advisors, I cancelled my order (on 15.12.18) and have remained with BT.
However, getting my £201.88 refunded took further days of stress/on hold/unhelpful calls. I was told initially that this would be refunded by the billing team onto my credit card in 10 working days. A Plusnet router arrived and I was advised that I could do what I liked with this; no need to return. No refund after 12 working days so further CSA calls to be told that they had a problem with their automated system so this amount would be paid manually into my bank acc within 5 working days. They confirmed they had details. I was told that they relied on customer reporting to confirm this problem. What a dreadful system! No refund after 5 days but an email from Plusnet informing me that I would be reimbursed by cheque in the next 14 days!!! CSA (more calls/more stress) told me they did not hold any account details for me, despite confirmation from the previous advisor that they had this information. He then said the previous advisor must have been making it up! WHAT a truly appalling organisation!! Told him I was SO glad I'd left.
Finally emailed the CEO of Plusnet (andy.baker@plus.net) with a chronology of all these events and asking for his help re refund. A member of his 'CE Team' left me a voicemail promising to email me. Needless to say, the email never arrived. However, a cheque for the refund did turn up 48 hours later, so maybe my email did hasten this dreadful process and help it to conclude.
Almost the worst stress I've experienced since my husband died some years ago. Would hate anyone else to go through anything similar so PLEASE heed the warnings and avoid at all costs. I consider I had a lucky escape before the end of the 14 days.
If I could rate Plusnet at less than zero, I would do so.
This is not a rant; it's a series of facts.
- Location
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- Location
- Thornhill
- Reviewing
- Plusnet
- Date
- 2016-08-01
- Comments
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Good service .
helpful people at call centre
Sometimes a bit of await for answer beats bt any day
- Location
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- Location
- Thornton-Cleveleys
- Reviewing
- Plusnet
- Date
- 2020-04-30
- Comments
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I never leave reviews but here it goes. Please do not go into contract with this awful company. I am now stuck in the contract for 18 months.
How they can get away with lying is beyond me, I am supposed to be paying for fibre and am getting connection speed slower than dial up.
Their engineers never turn up and I just wish I had read the reviews before leaving BT. How this company are allowed to trade is beyond me.
- Location
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- Location
- Tile Hill
- Reviewing
- Plusnet
- Date
- 2022-02-22
- Location
-
- Location
- Tipton
- Reviewing
- Plusnet
- Date
- 2017-04-20
- Comments
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Honestly, I am absolutely disgusted with the service I have received from this company, I'm surprised they're still allowed to operate considering the service they have given me and several of my peers.
Firstly, the broadband had problems from day 1. Would alsways lose connection, go incredibly slow to the point that even basic webpages would not load.
Technical support was also lacking. Within the year and half I've spent with them I made several support calls about the broadband. The only things I were told to do was reboot the router or change the router channel. These tasks did not work. They knew this but did nothing to help. It's also worth noting that on avaerage I had to wait around 30 minutes to get through to technical support (and yet only 5 when I called to cancel)
They are also notorious for lying. I've had to cancel my contract early as I'm essentially paying for no real services. They told me that I would have to pay £70 to cancel early. Then when I called and told them the date of cancellation it was randomly bumped up to a little over £100.
So if you're looking to be robbed, lied to and wait on the phone on hold for 30+ minutes I would advise this company. Otherwise, stay away!
- Location
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- Location
- Tipton
- Reviewing
- Plusnet
- Date
- 2020-06-10
- Comments
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Nothing different than the other small providers, even their 'great' customer service is a big disappointment, I rang on 9/6/20 to report a connection issues and the advisor told me: '... don't interrupt me...' while i've being trying to explain the issue.
- Location
-
- Location
- TN34
- Reviewing
- Plusnet
- Date
- 2020-08-13
- Comments
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Plusnet cancelled engineer the day before installation date by text, then emailed me a date 2 weeks later and threatened £65 if I'm not in. Already charged £79 to my card but now cannot get through to any support or help, either online or by telephone. I just want to cancel the whole thing but cannot get through to anyone- they're very busy apparently. USELESS.
- Location
-
- Location
- TN380PH
- Reviewing
- Plusnet
- Date
- 2018-04-27
- Location
-
- Location
- Tonbridge
- Reviewing
- Plusnet
- Date
- 2017-12-03
- Comments
-
I have been with Plusnet since we first got a BT Home Highway connection last century. Because I only want broadband it is difficult to change - every other company wants to sell you a package.
Download speed is regularly lower than 0.75 and( on a good day it might be as high as 2.4) upload speed is a constant 0.5 or lower. My son was told it would take over 1 YEAR to download an upgrade for a game he plays.
I am sure we are below the permitted %age of customers who don't get the advertised speeds but Plusnet will do nothing for us.
- 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.