3,751 Customer Reviews over 94 pages
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- Location
- Rossendale
- Reviewing
- Plusnet
- Date
- 2018-10-22
- Comments
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Utterly disgusting service, never witnessed anything like it before. Very regretful at having signed-up but wanted cheaper deal. Not worth the hassle. Each telephone call takes at least half an hour to be answered plus another half hour when you are transferred to a different department. Staff all pleasant and sincere but nothing gets done. The most frustrating experience ever, save yourself the bother and stay away. Well away. I wanted to give Plusnet no, zero, stars but it doesn't allow that. One star is extremely complimentary.
- Location
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- Location
- Llangefni
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2016-12-18
- Comments
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customer service is poor
- Location
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- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2019-03-13
- Comments
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Their adverts say great customer service but it's far from it.
I've just had my 2nd bill with Plusnet Business. They have charged me twice as much. Logged into my account and contacted them via online chat, a lady told me she can not help me as she does not deal with businesses (why have the online chat option on a busness account them.)
Told to ring another number, took me 20 mins to get through to someone then was told that was residential only as well! Explained what happened, the lady on the phone said she will put me through to business and there is no waiting time... there was.. took me 15 mins to get through to them on top of the 20 minutes before.
When running a business the last thing I want to do it spending all this time fixing their error.
AVOID AVOID AVOID AVOID AVOID
- Location
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- Location
- maghull
- Reviewing
- Plusnet
- Date
- 2016-01-30
- Comments
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awful. ping average around 100 upto 2000. yes seriously. has been off a couple of times as well. Cant game most of the time and its a fibre package.
Worse than all the other suppliers I have ever used and this is my first fibre package. Tied into a contract that does not live upto its promises and customer services say "nothing wrong at our end fancy trying the more expensive package to see if thats better!"
Long wait times for customer service poor service, terrible value for money. I would like to say something a little good but thas not easy......oh yes there is one thing, the operator spoke good english.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-12-23
- Comments
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After reading other reviews seems they have more complaints then praises, not surprised we had no internet for 3 weeks. After speaking to numerous people they never rung us back, we spoke to the manager who finally sorted things out but we still had to wait another week before we were connected. Will not be renewing my contract when it runs out. They need people who will sort the problem out when you ring them and to get back in touch with you and keep you updated.
- Location
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- Location
- Holsworthy
- Reviewing
- Plusnet
- Date
- 2022-04-21
- Comments
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Keeps dropping out, will only work in one room, Slower than my mobile connection. So called free gift impossible to activate so thats a con. Cant cancel or i have to pay a years fee.
- Location
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- Location
- maidstone
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Location
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- Location
- South west
- Reviewing
- Plusnet
- Date
- 2021-09-20
- Comments
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Advertised online on the sign up page that you get a reward when signing up then refused to honour it. Nowhere in the T&C did it say you had to sign up over the phone. Terrible false advertising and speeds aren't great either.
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2017-09-11
- Comments
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Ordered and paid for connection towards the end of August. Was moving into a new house. I ordered internet and phone connection but as with many of us now, the phone is an accessory to the primary purpose of the line, ie the internet. This is also how the broadband product is sold.
After 10 days the phone was on but not the internet. On their system it stated there was a problem with connection as BT had stopped the line on the behest of the previous owner. There was no further update from Plusnet. I contacted them today and they have stated that they will only now put the order in for broadband to the property but otherwise had no intention of doing so and had to wait the normal time of 4 working days to get connected. Very poor service when I know for a fact (after working in telecoms for years)that all these services can be connected with a flick of a digital switch on someones computer screen. As I was chatting to them via the online they were rewriting history stating that the order would have gone ahead regardless but in fact the process was only initiated after I called when in fact they had had nearly 4 days to do it. Very poor indeed.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2021-09-17
- Comments
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Good customer service and good initial deal. We live in a 2 bed flat and the wifi doesn't reach our master bedroom which has been frustrating. Able to stream fine in living/dining near router. Now moving and have been offered slower speeds for higher price with no wiggle room. Easy decision to change to Virgin with a good deal and faster speeds.
- Location
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- Location
- solihull
- Reviewing
- Plusnet
- Date
- 2016-01-05
- Comments
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I joined plus net with a 12 month contract in August 2014 with a basic broadband conection as it was cheaper than the BT broadband I had up to then,as promised I did not notice any difference between BT & my new plus net service for the first three months but then it went down hill from then on with really slow speeds so my advice is stop away from plus net,I now with Virgin with speeds 10 times faster& don't forget plus net will charge you a £30 leaving fee even when you your not in contract,Avoid
- Location
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- Location
- NW Kent
- Reviewing
- Plusnet
- Date
- 2015-01-20
- Comments
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Reading the past reviews I'm doing OK. Signed up 29th Dec and I am still waiting for the goods and services that I agreed to enter into a contract for. No phone service or broadband. The router failed to arrive, I chased and I was told it was not sent yet. Apparently sent again! Nothing to date. The couldn't care less attitude was apparent from a person I spoke to at 'tech support'. Brilliant advice given when I stated I wished to raise a complaint. "You need to do that online" Tell me how I will do that then? He really didn't give a damn..Plusnet are not fit for purpose.
- Location
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- Location
- lincolnshire
- Reviewing
- Plusnet
- Date
- 2016-11-16
- Comments
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I've been a customer and advocate of plus net for many many years and on the whole they were satisfactory during that time. The problems started when I needed to leave. There is absolutely no way to do this other than sitting in long call queues, when you will get randomly cut off after 25 minutes and so have to start the process again. Twitter, facebook, email, web chat and raising a ticket all resulted in no joy. Archaic in the age of the internet, even more so for an ISP. To add insult to injury they will only allow the main account person to do this. Good customer service my @£$%
- Location
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- Location
- Newport South Wales
- Reviewing
- Plusnet
- Date
- 2014-12-09
- Comments
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Plusnet allocated a telephone number to us. from day one we had constant calls for a chap who is obviously in serious debt. We contacted plusnet and we can either pay £35 for a new number, £4 per month extra to filter calls or £40 to terminate the contract. Customer services were patronising and were of no help. We are moving to another provider.
- Location
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- Location
- Monmouthshire
- Reviewing
- Plusnet
- Date
- 2016-09-16
- Comments
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Completely unreliable broadband connect ever since Plusnet moved from BT's server environment a couple of months ago to their own. Keeps dropping PPP. Customer support call wait times 1 hour+. How they justify their claim to have an award winning customer service is beyond comprehension. Avoid Plusnet broadband service.
- Location
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- Location
- chorley
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Location
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- Location
- Herne Bay Kent
- Reviewing
- Plusnet
- Date
- 2019-12-24
- Comments
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Absolutely shocking broadband provider. From day 1 we have had trouble with the lack of wifi in the house, which isn’t large by any means and consists of internal stud walls. Plusndt aren’t interested, in fact quite dismissive of the issue. It’s my fault for not reading the small print. They don’t promise WiFi! At all!! So here we are, 6 months in, not being able to use our Sky Q boxes and using up data on our phone contracts like it’s going out of fashion. Plusnet don’t care and won’t release me from the contract, even though the previous supplier (BT) could provide WiFi in the house. Avoid Plusnet at all costs. Feel like I’ve been had over.
- Location
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- Location
- Grantham
- Reviewing
- Plusnet
- Date
- 2023-02-27
- Comments
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Avoid. Internet connection very unstable and unreliable. Upload speeds are unbelievably slow. We are now on our 3rd router in 2 months. They tried to charge us for a replacement for it being their equipment!! Still constantly dropping out and losing internet despite 2visits from openreach to solve the problems. Customer service very unhelpful and difficult to get to speak to someone. However very efficient at putting up their prices I've noticed. Can't wait for my contract to end so I can go elsewhere.
- Location
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- Location
- South west
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Just BT operating under a different trade name, same terrible service customer support only in place for "new customers only" and packed of stealth charges. AVOID AT ALL COSTS unless you love BT.
- Location
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- Location
- Market Drayton
- Reviewing
- Plusnet
- Date
- 2020-07-28
- Comments
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Paid upfront on 3rd July 2020 and informed that an Engineer would visit the property on 27th July, so had a day off work. Guess what NOBODY turned up, no communication to let me know what was happening. Ever tried to speak to theses people -no chatline available (unless you want to buy a product) and the helpline - oh dear over 1 hr waiting and then no joy so gave up. Hopeless beyond, stay away from this company.
- Location
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- Location
- Essex, UK
- Reviewing
- Plusnet
- Date
- 2024-03-30
- Comments
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Truely horriffic service!
I have had speed issues for over 5 months. During this time I have been working with the tech team at plusnet, there is no resolution, and the said if I want to leave it will cost me over £100 (170 if I remember correctly) and to top this off they want to increase the price above the amount I signed up for by 3.9% above CPI! What a rip off.
All of this just to try to get the "minimum guaranteed speed that's hidden in the small print! I have NEVER seen the 41-60Mbps the lured me in with!!!!
AVIOD AT ALL COSTS!
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2016-07-13
- Comments
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Im shocked to see such poor reviews for Plusnet.
Ive been with them 3 years and apart from the router rebooting a few times ive not had any complaints.
Never had to contact CS in the 3 years ive been with them.Must be true that the only reviews you see are the negative ones.
- Location
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- Location
- Herne Bay
- Reviewing
- Plusnet
- Date
- 2019-12-25
- Comments
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Going from bad to worse. All broadband enabled Christmas gifts unusable. Shocking broadband supplier. Seriously considering buying myself out of this contract, it’s that bad.
- Location
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- Location
- Bexhill
- Reviewing
- Plusnet
- Date
- 2015-08-13
- Location
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- Location
- Malmesbury
- Reviewing
- Plusnet
- Date
- 2022-09-30
- Comments
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I don't know who some of these reviewers were dealing with, but for me Plusnet service has been exemplary. I changed from Sky, usual thing prices just go up and no respect for customer loyalty.
Plusnet respond to calls quickly and efficiently, their engineers are excellent and initial problems have been sorted out in an effective and friendly manner. I only get 10Mbs out here in the country on a VDSL copper line, but modern TVs can easily cope with that on Catch Up without buffering and web pages open quickly too.
The router is much more effective WiFi wise than the Sky unit, giving me a better Wi Fi signal in my office and outside garage workshop. However it is still as susceptible to drop outs during distant thunderstorms as the Sky unit was, so some more thought needs to go into it's front end design.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2022-09-15
- Comments
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Just had a nightmare dealing with trying to renew my contract with these cowboys today. It didn’t work on-line, then one of their representatives tried to force me into a new contract there and then on the phone, which I didn’t want. Then I get an e-mail saying I’ve been put on a new 24 month contract at double the market rate out of the blue. When I call to complain the service representative cut off our service with immediate effect and now we have no broadband for at least 10 days. This company used to be ok, now they are a joke.
- Location
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- Location
- yorkshire
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
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cut off for paying my bill!!!!!
apparently the system doesnt reconise manual payments,all due to being lied to when i first set up the contract now will have loss of earnings not impressed!want me to pay money i dont owe(they admitted) and pay to get put back on dreadful company avoid like the plague
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2021-03-01
- Comments
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Awful awful awful
Awful awful awful. Nothing but slow and patchy service, tried to cancel and instead - against my better judgment - was convinced to upgrade to a supposedly ‘better’ contract which turned out to be paying more for an equally terrible service. Bad experience every time I called customer service including being laughed at for questioning a surcharge. In November I eventually managed to get them to send an engineer, only to have Plusnet send them to an address 200 miles away from my house. I have since switched to Talktalk (despite £172 Plusnet cancellation fee which I am happy to pay to be rid of them) and they have offered faultless service for less than I was paying with Plusnet. Plusnet are a vile money-sucking company who only care about profit, and could not care less about “doing you proud” (a outright lie of a slogan) or the quality of their service. Disgusting. DO NOT GO WITH PLUSNET UNDER ANY CIRCUMSTANCES.
- Location
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- Location
- St Helens
- Reviewing
- Plusnet
- Date
- 2022-11-10
- Comments
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I've been with Plusnet for 5 years now and I've only ever had one issue which was resolved within a few days. They have always had the cheapest deals (if your willing to haggle) I pay for upto 74 Mbs and I get a pretty constant 72 Mbs with hardly any slow down at all. I'm about to upgrade to a full fibre (FTTP) contract so hopefully I'll continue to experience great service.
- Location
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- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2020-04-23
- Comments
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We have been with Plusnet for several years. Last year they allowed accidentally for Sky to take over the line and broadband without our consent. This resulted is us not having broadband or a phoneline. After a great deal of stress - Plusnet had to put a complete new telephone line in to reconnect our service.
This year upon renewal I have telephone them and was told someone would call me back to discuss renewal options with me - its been 7 days and counting and this is even after opening a complaint with them. So much for "we'll do you proud"!
I'm thinking of leaving to go to Zen - it costs more but hopefully customer service is better!
- Location
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- Location
- Bridgend, South Wales
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
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Took out broadband fiber, home phone (unlimited calls) & mobile with plusnet, waited weeks to be connected, even though told it would be 10 days, then had huge bill for going over home phone call allowance even though paid for unlimited calls, took months to sort out, passed from pillar to post after waiting 40 - 60 minutes to get through each time and frequently got cut off. ended contract and was told early termination fee would be waived as I was treated so poorly this was confirmed by email the out of the blue 4 months later had a letter saying debt for termination fee had been passed to debt collectors with 25% added on (the very first I had heard about it) rang plusnet to explain, and they agreed to withdraw from debt agency. I have never EVER dealt with such an incompetent company. my advice is to AVOID AT ALL COSTS, YOU HAVE BEEN WARNED.
- Location
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- Location
- Sleaford
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Location
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2019-03-13
- Comments
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These guys are absolutely the worst mobile company ever and that’s saying something. Signed up for a mobile deal which included cash back and guess what the cash back never happened. I then get told if I pull the contract there charge me £80.00 for not keeping my side of the contract. What about there side where they shafted me for £40.00 and think that’s ok. All they do is send me on wild goose chases trying to track down my money. Nice way to treat a customer who signed in good faith and expected plusnet to do the same. Sign with them at your own peril and hope nothing goes wrong or your find your on your own.
- Location
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- Location
- Cinderford
- Reviewing
- Plusnet
- Date
- 2016-12-12
- Comments
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Why does to take at least 30 minutes (if you are lucky) to get through to Customer Service to log a fault, yet Sales can answer in 3 seconds. I would not have moved to Plusnet if I had known what a terrible service they provide - considering their TV advertising - they have certainly not done me or any of their customers proud. If you read this - log it with BBC's Watchdog, its time they were bought to account
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2014-08-27
- Comments
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Went with plusnet because it was endorsed by Which? Magazine.
It took over 2 months to get my phone and broadband running.
This entailed the engineer failing to turn up for the initial connection, two accounts being opened, my phone number of 20 years being lost, all phone sockets in the house being disabled and still after all this time slow connection speed.
So I pick up the phone and call "customer support". Give me a break please, support ? I was on the phone 1 hour and 40 minutes two Fridays ago for them to agree to an engineer come out.
I then got a e-mail saying that the engineer had been and the problems with the phone sockets and speed issues had been fixed.
What engineer I asked after waiting 43 minutes to get an answer from "customer support".
Two days later I get an e-mail saying there had been a mistake and the engineer would arrive on either the 22/23/24 of July.
22/23//24 came and passed and no engineer. This in it’s self was a problem in having to cover 3 days. Another day’s holiday for me one for the wife and my father covered the last.
However the engineer did turn up unannounced on the 25 !
Then I get a phone call saying sorry and that plusnet will offer me some sort of compensation.....won't hold my breath. (was reinbursed £31 last week)
Another point is that plusnet software doesn't support Mac o/s.
So there is no plusnet assist or McAfee which I am paying for.
Talktalk had a family filter so with a press of a button you can mediate what family can see or not, plusnet have nothing.
I pay for 76Meg broadband and when they first assessed my line they told me I would only be able to get 63Meg max.
I was lucky that last year I have a fax line put into the house and with the help of the engineer it was swapped over. I now get 52Meg instead of 38.
Plusnet always blames BTOR but it is plusnets failing to deal with BTOR which is the problem.
Why do you advertise for more customers when you clearly cannot support the ones you have.
I didn't do my homework before I agreed to this contract and am now paying the price.
I did try and cancel but i was one day over the allotted 14 days and they refused let me leave. 1 day !!!
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-01-10
- Comments
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Had an issue after our electric went down and we lost internet on our router. Dealt with a chap called TJ at Plusnet. Wow, what a breath of fresh air! Professional, knowledgable and friendly. Dealing with proper people like this makes it worth dealing with the company! Bravo TJ.
- Location
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- Location
- Macclesfield
- Reviewing
- Plusnet
- Date
- 2015-08-09
- Comments
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Plusnet are absolutely awful in terms of there service provision and customer service. Our boradband dropped from 1.3 meg to 0.4 meg and has become more unreliable at the seem time. Any contact with customer services has been dreadful. All of their responses are designed to delay and put you off. We have waited over an hour on a number of occasions just for them to answer our call and then any promised actions do not work, but you are told to wait 72 hrs for "things to settle down"!!! We have been very patient and tried to keep to the process but it has just led to increasing frustration because they do not care about customers. I would strongly recommend that you DO NOT sign up with Plusnet based on my experience.
- Location
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- Location
- walsall
- Reviewing
- Plusnet
- Date
- 2017-09-27
- Comments
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abso;ute rubbish customer services,waited over 40 minutes to be connected for an online chat about my billing ,then got put through to another department were i waited another half hour ,then after a few words got cut off ...role on the end of my contract ....
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2021-08-25
- Comments
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I left BT to go over to Plusnet. Its been rubbish from the day this was installed. Ive had more problems than Ive ever had with any broadband provider. One my Broadband day it dropped out 25 time. And, they told me this when id phoned up to complain. They said leave it a couple of days. Then called back and said its settled down now. Rubbish it cuts out everyday especially at night. terrible supplier and hate been stuck with them for another year.
- 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.