3,751 Customer Reviews over 94 pages
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- Location
- Tonbridge
- Reviewing
- Plusnet
- Date
- 2020-01-31
- Comments
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I suffered Plusnet for 6 months during which time I could only receive reliable Wi-Fi in one room. In fairness they replace the router without question, but this didn't resolve the issue. I finally terminated my contract following a support call with one of their technicians who advised me that the reason I couldn't receive a signal in the kitchen was due to a Microwave: Something I don't own. The only positive thing about Plusnet is how quick it is to get through to their support team, but this is offset by their lack of Technical ability.
- Location
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- Location
- Tonypandy
- Reviewing
- Plusnet
- Date
- 2019-06-02
- Location
-
- Location
- Tonyrefail
- Reviewing
- Plusnet
- Date
- 2015-10-04
- Comments
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I have recently experienced no end of problems with Plusnet.I needed to purchase a new router and was told that if I wanted a free router I would pay for post and packing and if I renewed my contract I could have a cheaper deal. This I did and was told I would pay £5.99 a month , a saving of £3. However an email informed me of a monthly cost of £8.49 would be taken. I phoned to query and then complain when I was told they were unable to do any deals. This surely if they record calls then my information can be checked. I am now bound by an 18 month contract, I wish I had never heard of plusnet! I also had connection problems with new router which took weeks to rectify and an engineer visit that failed to happen. I complained about this and had a refund of £25. They also sent emails when they were aware I had no internet connection and to contact them by telephone is an absolute nightmare!!!
- Location
-
- Location
- torbay devon
- Reviewing
- Plusnet
- Date
- 2018-08-16
- Comments
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broadband can be a bit slow at times but
not really too much of a problem for us.
customer service is excellent,always very
helpful@as the advert said"it sorts stuff
out".
well done@thank you
- Location
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- Location
- Torphichen
- Reviewing
- Plusnet
- Date
- 2013-11-17
- Comments
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Slow speed. however they say you judge a company on how they react when things go wrong. Plusnet are truly dreadful. Line is down and they have no service level agreement with BT to fix. Result is I am to be without a phone or broadband for a month. I cannot speak to BT they wont speak to BT and when I phone they say they will phone back in 3 days -what a joke of a company!!
- Location
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- Location
- Torquay
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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I wish I had read these reviews before signing up. My Sky broadband was switched off yesterday to make way for Plusnet but I haven't received a router. I contacted Plusnet, that took 25 minutes just to get through to someone. She said she would email me details of how to connect to Wifi through my Sky router but using Plusnet broadband....I didn't get an email. Very unimpressed so far. I wish I had stayed with Sky.
- Location
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- Location
- Torquay
- Reviewing
- Plusnet
- Date
- 2020-03-28
- Comments
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I have just looked at other reviews and I see most people have the same opinion as me. DONT JOIN PLUSNET!. I am the wrong age to be very computer literate, so assumed that using Plusnets own email service would surfice. What a complete load of rubbish it is. I havent that many emails in folders and "Live", but it has slowed down to take approximately 30 second to open one email. I have phoned to complain several times. Each time without resolve. The last time I spoke to complain a stupid woman said it was OK for it to take 30 seconds NOOOOOOOOOOOO, are you insane? Reliability is rubbish too. PLEASE PLEASE GO ELSWHERE. They will get the message.
- Location
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- Location
- Torquay
- Reviewing
- Plusnet
- Date
- 2021-02-25
- Comments
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Speeds FAR below minimum guaranteed, customer service is crap. 10+ hours on the phone trying to cancel over 6 phone calls, multiple “I’m just going to talk to my manager”, just to forward me to another random customer service rep.
Now throwing me debt collection letters and refusing to do anything about it. Absolute scam artists - guess I’ll see you in court.
- Location
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- Location
- Trafford
- Reviewing
- Plusnet
- Date
- 2019-07-17
- Comments
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6 months of Plusnet HELL! Took them 6 months to sort issues of continuous Plusnet Broadband service drop offs, plus 10 engineer home visits, plus 2 routers (plus at BT one??), plus 5 days missed off work waiting for the 10 engineers. Plus 100's hours of wasted phone calls to scripted service staff. If you prefer watching a little orange light swirling around fro months on end rather than your Netflix or IPlayer then choose Plusnet. The no service orange light and Plusnets hold music will become your favourite new entertainment. Apparently turns out their routers can't cope with vectoring stabilising technology in the BT Openreach cabinets hence the major drop off failures. If you have similar problems try asking to speak to Bob Pullen in Plusnet tech department. He won't respond to you of course but he will have your speeds dropped (without consultation or explanation) to combat the technical glitch in their router technology and he will certainly ignore your calls.
Do yourself proud if you are looking for reliable broadband service, choose any other service than Plusnet.
- Location
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- Location
- Tredegar
- Reviewing
- Plusnet
- Date
- 2014-05-21
- Comments
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I just switched from sky to EE, however EE messed up and had only placed the order at one end or something and they the lied to me about compensation so I canceled and went to Plusnet (by now i was already 1 week without broadband as sky had switched my broadband of expecting EE to take it over) plusnet said they couldn't take it over as an order was still in place with EE, despite me ringing EE 3 times to confirm it had been cancelled (so this took another week) then plusnet informed me it takes a week to set it up and gave me a go live date. i then got another go live date later than originally told for no reason whatsoever, but even that date came and went with still no broadband, plusnet then told me the order was cancelled as EE had switched of my phoneline, (despite them telling me they wouldn't until it was switched) so a month later I still have no broadband and have been told it will be at least another week though haven't been given a date yet.
- Location
-
- Location
- Trimdon
- Reviewing
- Plusnet
- Date
- 2016-01-13
- Comments
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Thought TalkTalk was Bad .
They great compared to this shower .
Pay for Super fast and get 4m
Avoid at all costs
- Location
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- Location
- Tring, HP23
- Reviewing
- Plusnet
- Date
- 2016-10-30
- Comments
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Customer service is now imnpossible to access. Used to be good, but now compeltely useless and has been for months.
I have an open problem with Broadband speed which I simply can't communicate with them about as their chat service doesn't work, emails are blocked and phoning is impossible, with queues of over 45 mins - which realistically means never.
Used to be good, and if you are lucky enough to get to someone, they are polite and competent, but don't go near them until they fix their Customer Service.
- Location
-
- Location
- Trowbridge
- Reviewing
- Plusnet
- Date
- 2021-04-29
- Location
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- Location
- Truro
- Reviewing
- Plusnet
- Date
- 2018-04-23
- Comments
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Why did I ever sign up with this company. I have had 5 engineers out now in as many weeks. The one that came yesterday (Sunday) said all is ok but my internet still keeps droping out and I have a phone line that crackles. There is a BT van on my road nearly every day. It would appear they fix my problem then have to come out to fix a problem with another property. When they do that (in my opinion) they mess up my line again. Fast- I don't think so. Reliable- Never. Cheap no way. I called this morning and asks to be put through to faults and I was told "they don't have a number". I also cannot find out when my contract with them runs out. Come on PlusNet sort yourselves out. Enough is Enough
- Location
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- Location
- Truro
- Reviewing
- Plusnet
- Date
- 2020-01-06
- Comments
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They cut me off by mistake, 4 weeks later still calling them everyday. They send open reach engineers.. All say pole is damaged, cables are old, coonection is rubbish, call plus net. Pole on its side with neighbours phone lines soon to get cut, nobody agrees who is able to repair pole. Advice by open reach, wait for fibre.. May be only a year away... That's your best option. Customer service is shocking, gave my landline away, gave me my 3rd, lost 2nd one, now billing my old address, old number, now charging me for fibre!!??? What a joke
- Location
-
- Location
- truro
- Reviewing
- Plusnet
- Date
- 2016-12-16
- Comments
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PlusNet. you have got to be joking. this firm verges on the insane. it nearly takes you over the edge. 30 mins wait to get through to customer services for the last 3 years 2 years ago I went with orange, which is. o so much better. my ratings are really off the chart. Being simply zero on everything for PlusNet, and that is being too kind.. all I have now with Plusnet is the email facility. which I cannot wait to go with maybe .drop box.
- Location
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- Location
- Truro
- Reviewing
- Plusnet
- Date
- 2015-10-29
- Comments
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Overall very poor response times on the phone line. Minimum wait 25min maximum wait 1hr 4min over 18 calls to the billing line.
Fromthe first bill i was over charged 6 phone calls to sort that out over the first 3 months of the contract.
On the final bill they decided to put cancellation charges on. Although i had been with them for 21 months on an 18 month contract.... i refused to pay and they called in a debt management conpany..... asked to speak to a manager they cancelled the charges but not the debt management company..... 12 phone calls later i have had to pay the money and i'm now trying to get the money back from Plusnet....m
Moral of the story never pay anything you genuinely belive you shouldn't have to pay. Never go with Plusnet or BT and soon to be EE.... All the same company...
If you want a good broadband conpany with good customer service look in Germany.....
- Location
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- Location
- Truro
- Reviewing
- Plusnet
- Date
- 2017-08-22
- Comments
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Speed generally nowhere near what was suggested (up to 17mb anticipated, received 0.5mb) Internet frequently dropped out, especially in peak hours and router did not provide wifi outside of 4m range (one room basically). Customer service was very poor, the call wait time was on average 40mins and problems were very rarely fixed (operators would say they can see the internet is frequently dropping off - but never did anything about it). Plusnet tried an underhanded method to extend the contract, as when my contract started it's final month the internet speed suddenly dropped from 500kbps to 70kbps (which is basically unusable - wifi no longer works at all). When I called them up the operator claimed that it is because of the "age" of the router and that I would need to sign up to a new 2 year contract to be able to get the router replaced. I'm struggling to think of anything positive I can say - the provider has done the bare minimum to fulfil their end of the deal.
- Location
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- Location
- Trystings Close
- Reviewing
- Plusnet
- Date
- 2012-04-14
- Comments
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Old fashioned very poor speeds, often reduced to similar to the old dial up speed. Used to be much faster but has slowed down in recent years.
Thinking of switching to Virgin.
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Plusnet
- Date
- 2017-03-05
- Comments
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Shocking. Started on a £6.99 a month package which has turned into £18.99 and my broadband speed is 3.9MB download speed and 0.33MB. It took me three days to upload a Youtube video!!! Rang customer services - 45 minute wait so tried an online chat. They 'made a change so turn your router off for four hours then back on and it'll be faster'. It was, for a day, now I'm back to square one.
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Plusnet
- Date
- 2023-01-27
- Comments
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Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.
- Location
-
- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2018-05-08
- Comments
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Absolutely disaster. Fibre optic I dont think so. Very old age!!! Cant eait to terminate my contacts. This only happens in UK. You have to pay for something you will never receive!!! I wonder how they get away with this scam.
- Location
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- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2015-08-22
- Comments
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I am most disappointed – long waits for downloads???
Promised finer within the year? No sign? Service has been poor over the last month in particular.
when calling lengthy waiting time on premium rates - I would like out for such poor service. Maybe they can offer better - but its not good! Could do better/
- Location
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- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
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I am so surprised at how good PlusNet are. Okay, the service is not the lowest in terms of price but the feedback/communication has been A1 and generally they have been very good.
I would always recommend them
- Location
-
- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2017-12-21
- Location
-
- Location
- Tydd St Giles
- Reviewing
- Plusnet
- Date
- 2021-04-07
- Comments
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Signed up December 2020. They took 1st month's money. Sent email telling me my live date. Sent welcome pack. Opened an account with username ect. Sorted out technical issues, and yet according to Plusnet, I don't have an account with them. I literally have no idea who has been providing me with broadband for the last 4 months.
- Location
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- Location
- Tyne and Wear
- Reviewing
- Plusnet
- Date
- 2020-04-20
- Comments
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Plusnet USED to be great - but now theyve gone right downhill - i had 80MB at sign up and after 8 months its 63Mb... they also overcharge A LOT including myself as they have a problematic new billing ystem - they owe ME money and deny it!!!! go with SKY trust me wished i never left
- Location
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- Location
- tyne and wear
- Reviewing
- Plusnet
- Date
- 2017-07-08
- Comments
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DO NOT JOIN, Unless you want to waste your time. They didn't bother to send the router to us, which would have meant a loss in service. We contacted them and they couldn't have cared less, all YOU needed to do was offer to cover a new router and a months free and you couldn't even do that. Why? Because you don't care about your customers. Unprofessional, I am glad we cancelled. Well you have lost a 18 month contract with us. BRAVO!!!!
- Location
-
- Location
- Tyne and Wear
- Reviewing
- Plusnet
- Date
- 2019-10-01
- Comments
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After growing tired of doing the virgin dance every year, I decided to change providers and went with plusnet thinking "how bad can they really be?" Well here's my opinion after a year with them.
A truly awful service provider. My service is interrupted multiple times per day and although they can see the drop outs they claim there are no faults on the line. They want me to agree to a charge of £65 before they send an engineer to inspect the line and my set up despite it never changing since the day it was installed. The customer service is among the worst I've ever experienced, they fob you off time after time, you wait anything upto 1 hour (it might have taken longer, I hung up) for them to answer the phone, contacting them online can take days for them to get back to you and I have NEVER got the speeds they promised. I can't wait for the day this contract is up and I can move to a better provider.
- Location
-
- Location
- Tyne and wear
- Reviewing
- Plusnet
- Date
- 2018-05-17
- Comments
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supposed to be best for customer service, well I would hate to see the worst.I called three weeks ago to report a line fault, no phone line and intermittent internet.firstly finding a phone number to report the fault wasn't easy.Then it took 30 minutes to get through.The guy carried out a line test and said there was no fault and it must be my equipment have I tried a hardwired phone.No I hadn't so end of call as I would not agree to the charge.Being a very busy person I eventually went out and bought a hard wired phone.Guess what no phone line.I rang back and they said no fault on line but their obvs is.48 hours later openreach came out and said my phone line was kaput.It was 97mtrs from my house and he could see the fault on the test.He also said the line must have been faulty for ages as it had been nicked in the manhole.Thanks for nothing Plusnet.
- Location
-
- Location
- Ub2
- Reviewing
- Plusnet
- Date
- 2023-01-27
- Comments
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I am using Plusnet for last 3 years.I just asked to send me a letter as address proof but they didn’t.it was really bad and rude.I requested three times.it’s my humble request please do not use Plusnet.because when we need they do not halp
Thank you
- Location
-
- Location
- uckfield
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
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Good Luck trying to do anything online if more than one person in the house is online already.
Don't bother trying to stream anything in the day time.
If you need to do anything, make sure you have multiple hours free for the inevitable lack of service.
You would of thought by 2016 that broadband would be up to scratch but obviously not.
It doesn't matter how good your Customer Service is if you are barely delivering a service to start with!
- Location
-
- Location
- Uckfield
- Reviewing
- Plusnet
- Date
- 2018-07-09
- Comments
-
Switched from BT, because couldn't afford huge prices.
Broadband has improved from nothing, to now unreliable.
Low speed, frequent drop outs. Worse than BT, on same connection, so it must be inferior connections supplied by Plus Net.
Was shocked to be told that I couldn't cancel the contract, as the 14 day cooling off, applied from filling in the application form, not from the commencement of service, absolutely unethical and ruthlessly unfair.
- Location
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- Location
- Uckfield, East Sussex
- Reviewing
- Plusnet
- Date
- 2018-07-06
- Comments
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The service and customer service is appalling. Months of phoning to try to resolve the problems has been so frustrating. The service does not improve, it gets worse. You just get nowhere having spent hours on the phone you are just fobbed off with nonsense. A very dissatisfied customer along with many others it appears.
- Location
-
- Location
- Uk
- Reviewing
- Plusnet
- Date
- 2022-07-10
- Comments
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Do not use as it is so slow its beyond a joke. The routers stop working and reset but send it to an email you dont have to log in. No customer service at the weekends and very upset children in my house. I'm going to have to find a new provider who can start asap
- Location
-
- Location
- uk
- Reviewing
- Plusnet
- Date
- 2021-05-14
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2016-10-21
- Comments
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Firstly, to be fair, like most ISPs they rely on Openreach to actually fix the fault.
However, their customer service is DIRE. Call wait times usually 45+ minutes. I called the disconnections team whilst simultaneously on hold to support and they transferred my call to the same queue.
When I joined Plusnet four years ago, they were great, but things have seriously gone downhill.
Yesterday evening I heard a radio advertisement: a pastiche of Kipling's "If" opining on how great they are.
They aren't. They're crap. They have the cash to spend on radio advertising to suck in more customers when it should be spent on better support for their existing ones. This tells me they are more interested in revenue than customer service. Their senior management must be aware of this and I can only presume they are now an organisation who just don't care about decent service, just making as much money as possible.
I'm off to a boutique ISP who know the meaning of customer service.
Up yours "plus" net.
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2021-10-22
- Comments
-
Moved from BT because I was paying a lot for a slow connection, which is all that is available here. Plusnet is much cheaper. The switch was simple - just a few hours between BT turning me off and Plusnet becoming active. The speed is the same - not surprising since it is the same network. I didn’t even need to set up the Plusnet router. I just put my Plusnet user name and password into the BT router and it works perfectly. I suspect the Plusnet router is less sophisticated than the BT one, but I haven’t tried it. You get some extra bells and whistles with BT (wi-fi hotspots etc) but, if you don’t need them Plusnet seems like a good bet.
- Location
-
- Location
- uk
- Reviewing
- Plusnet
- Date
- 2018-09-21
- Comments
-
the worst company ever
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2021-05-10
- Comments
-
I am writing this review after previously being with Plus Net and going back, foolishly thinking they're service would be as good as it was before.
Before I begin there was a gentleman on Manchester support team who was incredibly helpful. I am now at the conclusion that Plus net are either buffoons or crooks. You decide.
My connection has slowly gone downhill, not by speed, but by quality. I am already in a slow connection are due to my distance from the exchange however my latency has always been great so this is forgiven (love my gaming).
During this increasingly infuriating issue I have been in contact with support, who initially took me back as to how professional they were. They didn't ask me to go through there usual script of things as I had already given them the list, and instead used logic. However after these attempts had failed, I contacted them again.
My first two attempts to make contact again was met with simple tests, which had already been done. Unable to look at previous tickets, I humored them with the same results. They replied with a frankly ridiculous chart of numbers showing how stable to connection was, obviously designed to confuse rather than be informative. I replied stating stability was not the issue, the latency was.
After waiting several days, and replying to yet more menial tasks, and even at one point, them just sending me a message saying "Your issue is fixed" with no context, I replied yet again with the same list of attempted fixes and issues which they were seemingly unable to find from previous tickets again.
This time, the WIFI was blamed. Considering I stated on no less than 8 occasions the desktop is hard wired and answered this pointless accusation with the same list of things. I am currently awaiting a "Response".
I am almost 99% sure the issue is because the connection is being momentarily throttled as the neighboring traffic is too much for the system so it is queuing people to let them through. At this point if they would just admit their fault and give me a timescale for correction/improvement I wouldn't be so annoyed. However it is now painfully obvious they just here to blind you with science and take your money for a less than mediocre internet connection.
Being "Best Provider Customer Service" is all good and well, if you provided a good service to support.
- 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.