3,751 Customer Reviews over 94 pages
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- Location
- Sutton Coldfield
- Reviewing
- Plusnet
- Date
- 2016-08-10
- Comments
-
As a new customer to Plusnet I find that they can talk the talk but thats were it ends.
Two months in and we are still waiting for Plusnet to complete. We had fibre broadband via EE at 38MB no problem apart from the cost to upgrade to 78MB. Plusnet came up with the best deal, but are not the sharpest knife in the box when it comes down to technical issues like dealing with BT Open Reach, crossed lines, jumpers and line tags being in the wrong place. The phone conversation today does not instill me with confidence as they now tell me I only have ADSL........
- Location
-
- Location
- Marden
- Reviewing
- Plusnet
- Date
- 2015-11-20
- Comments
-
Dreadful service from PlusNet. Internet is always very slow and constantly have no signal. It has taken be 10 minutes to get to this page!! Do not sign up with PlusNet. I am going elsewhere for my service
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2015-06-14
- Comments
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Would liked to have put lower scores but couldn't. It took 3 weeks for them to even get my phone line on after taking over and then told I have to have a temp tel. number until they can get my old number. Internet has just been activated nearly 1 month from sign up date and I am using neighbours to write this as its un usable as so slow. Signed up for fibre but on ADSL. Engineer failed to arrive on 3 occasions, and I waited in. Fed up with being lied too or not being called back. I would advise everyone to lick yourself in the head before signing up with plusnet. I am going to cancel and go back to my old provider. Oh and did I mention quickest time to answer phone was 29 minutes.
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2014-08-23
- Comments
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DO NOT JOIN PLUSNET.
What a massive mistake I've made.
From the start they failed to turn up on the initial change over and that meant that I had to wait a further 3 week wait to have b/band turned on.
They opened 2 accounts for me which caused more problems.
They lost my phone number of over 20 years.
They gave me 3 dates to cover for an engineer visit. 22/23/24 of July.
He turned up unannounced on the 25 !!
All the phone sockets in the house were disabled.
3 months to get 50meg download speeds, but they still charge me 76Meg.
No support for mac o/s
Customer support is absolutely rubbish.
But they have rebated me £31....joke company.
DO NOT JOIN PLUSNET.
- Location
-
- Location
- Kirkoswald
- Reviewing
- Plusnet
- Date
- 2016-02-25
- Comments
-
Anyone considering broadband please choose another service provider, signal where I live is both rubbish and very unrealisable. Technical support a waste of time, their solution I should buy a better router. Talked into renewing my contract when I was leaving, and service remains nonsensical. What a waste of money.
I guess I will take to the ombudsman and make a formal complaint. I can't even get a consistent signal sat less than a metre away from the router.
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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spent all week trying to get my phone and internet connected but no joy,spent at least 7 hours trying to get through still no joy,what do they say we do you proud what a load of rubbish,will be cancaling so they can whistle for there cancaltion cost.
- Location
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- Location
- Stoke-on-trent
- Reviewing
- Plusnet
- Date
- 2019-03-03
- Comments
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Don't bother trying to contact these people as they won't bother to answer the phone. After 3 attempts all lasting over twenty minutes waiting for someone to answer the phone I gave up. I did try the online chat to cancel my contract and they said I had to call in to cancel it! I explained this was impossible and then told there was not waiting times at all and lots of availability to get the call answered and no waiting time. I rang again straight away to be told there is a 20 minute wait - what an absolute joke this company is and wouldn't know what customer service was if it hit them in the face.
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-08-13
- Comments
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absolutely appalling service
the phones are never answered and if you ever have a query that requires them to ring back they never do
avoid, avoid, avoid
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2019-09-25
- Comments
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Service has not worked for nearly two months and speed s really slow when it does. Still expecting me to pay as well....!!!! Avoid...
- Location
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- Location
- Middleton
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
-
Left a bad review previously but it was actually down to the by engineer not letting me know had connected my fibre and didn't need to call round.. Saying that the first advisor I spoke to was rude and uninterested but the second advisor was brilliant.. The speed and reliability of the broadband so far is excellent so I would recommend as value for money as it's by far the cheapest deal around. Just hope you get lucky with the advisor if you need to contact them.
- Location
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- Location
- dudley
- Reviewing
- Plusnet
- Date
- 2018-09-23
- Comments
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Plusnet will not even ring you back avoid worse than the black plague a total waste of time not really surprised on their service everyone's the same now
- Location
-
- Location
- Motherwell
- Reviewing
- Plusnet
- Date
- 2018-09-27
- Location
-
- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-11-26
- Comments
-
After reading the reviews , maybe my family are one off the lucky few. Only took broadband fibre with PlusNet .
Router arrived well in advance , service was switched over the day before.
Download speed is way faster than we had before , although I must say slightly disappointed with the upload speed of only up to 2 mb.
Connection is stable , maybe I have jinxed that now . Hoping we don't experience problems in the next few months after reading the reviews.
- Location
-
- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2015-02-26
- Comments
-
Typically British company, badly run from start to finish. installation was a joke, engineer turned up three days late and seemed clueless, cocked up the connections on my router and forgot to activate the fibre at the exchange so was stuck without internet for another two weeks till PN sorted it, no apologies offered. At lest 45 minute and often 1 hour plus waiting times to get a call answered, staff seem arrogant and sometimes rude, CONSTANT drop outs of service (every hour or so the connection will drop for 5 mins or so, PN aren't able to help, (even the BT service checker they suggested I used doesn't work correctly!!!). Getting decent speeds when my internet does work which is about 80% of the time.
- Location
-
- Location
- Dundee, Scotland
- Reviewing
- Plusnet
- Date
- 2014-12-11
- Comments
-
I called Plusnet to get broadband and a phone line. I was told it would be 10 days and was given a day and date. I THOUGHT GREAT. I was given a time of between 8am And 12pm. I waited in only for the engineer not to turn up. I gave them a call and they rearranged it for the next day between * and 12. You got it, no one turned up. I again called and it was rearranged again, this time for in 2 days time between 12 and 5. No one showed up again. I again called them and the told me my phone and broadband was on and working. I tried the phone line and yes the phone was indeed working but my broadband wasn't. There help desk told me that the engineer should have left another box to go with the modem. I told him that an engineer hadn't turned up on the last 3 occasions. He said he would have to book another engineer. I then emailed the CEO of plusnet and the engineer came the next day and my broadband was up and running. "Great you would think" Well no. its now 2 weeks into my contract and my broadband isn't working at all now. Thats 3 days and they say it may be a week before I can get an engineer. MY ADVICE STAY WELL AWAY FROM PLUSNET. BUNCH OF COWBOY'S
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2018-07-21
- Comments
-
Absolutely terrible, ongoing issues with broadband since May, incompetent customer service, ‘won’t do you proud’ - avoid at all costs.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2020-05-05
- Comments
-
Satisfactory fibre until lockdown. Now random dropouts and slow speed every hour or so. Could not login to online account, online chat closed so called support & after a wait I was told to call later as all systems were down.. Great, well done solved my working from home connection issues no end, not.
- Location
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- Location
- Worksop
- Reviewing
- Plusnet
- Date
- 2015-08-27
- Comments
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How do Plusnet get the good reviews!??? Waited 3weeks for fibre installing, then a no-show on the day, no call, no email. Waited 27 mins for customer service to answer to rearrange a day to be told by a rude adviser who sounded like he really didn't want to be there, that I needed to speak to "support" and its a 60min wait time. Wow great start, come back bt all is forgiven
- Location
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- Location
- Bishops stortford
- Reviewing
- Plusnet
- Date
- 2020-08-12
- Comments
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Waited all morning had a 8-1 slot to be installed no phone call or text and no one has turned up
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-01-21
- Comments
-
I have had 2 months of hassle with the PlusNet BB service.
Repeated calls, poor quality tech support, Laggy or non-loading pages.
Something really has gone wrong at PlusNet in my area and it is impossible to resolve the problem with them.
Massively frustrating company to deal with.
- Location
-
- Location
- North Yorkshire
- Reviewing
- Plusnet
- Date
- 2023-02-01
- Comments
-
After years of uneventful service from Plusnet our 'fun' began when moving house.
A switch date of the 19th Jan was agreed by Plusnet which was changed a few days beforehand to the 23rd, apparently at the behest of BT Openreach.
Long story short (and literally hours of phone calls later) 4 subsequent 'go live' dates have come and gone (with me always having to chase up the issue) and we're still without a landline and broadband as of the 1st Feb.
To put the tin hat on the whole thing in my latest call, Tenaz (the first Plusnet employee to actually take ownership of this shambles) has discovered that our order was actually cancelled, without reason, on the 26th Jan. So, to be clear, Plusnet have latterly been supplying 'go live' dates for a cancelled order that was never going to happen!
I'm being told that Plusnet can't talk directly to BT Openreach and, despite my pain and inability to operate without broadband, nothing can be done to escalate or accelerate the 'go live' date. I therefore now have to wait up to another 10 working days to be connected on this replacement order. That will be 23 days after the switch date originally provided ... if it happens.
In the hope that someone from Plusnet may actually care and read this review, the ticket number is 230387995 and I look forward to your commentary regarding this total incompetence. If this is Plusnet 'doing me proud' it speaks volumes about your customer service commitment.
- Location
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- Location
- norwich
- Reviewing
- Plusnet
- Date
- 2014-01-08
- Comments
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Broadband slowest around poor customer service and broadband keeps cutting out
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2017-02-26
- Comments
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Broadband access generally OK.. IMAP service rubbish.. very slow with Outlook 2010.... server not responding etc..
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2020-02-20
- Comments
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Awful customer service; refused to accept that my bank account numbers were mine (doesn't quite match?). Waited for a manager to call back - never happened.
Nearly two months to close my account and they still haven't done it or refunded me - will never be with them ever again!
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2016-09-28
- Comments
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I ordered fibre broadband on 15th August, paying my initial fee straight away and still today, 28th September, I have no internet. They have fumbled my order since day one (cancelling it several times to then apologise saying it was a mistake) and every time I challenge Customer Support, I get what may as well be a computer generated response that avoids all of my questions.
I could not recommend them any less. Avoid, avoid, avoid!
- Location
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- Location
- cumbria
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
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I transferred over to plusnet from TalkTalk thankfully it was after Ofcom put in new rules which allowed me to transfer mid contract. I'm so glad I did, speed and reliability is fantastic, UK based calls,my only gripe is that the router they supply you is not the greatest, but I use a BT Hub 5 that works flawlessly. The prices are going up for plusnet in September but i will not be transferring as this ISP has to be the best ive been with, you wouldn't think it was owned by BT. Well done Plusnet!!!
- Location
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2017-02-04
- Comments
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Terrible cutomer service, their guide states payment dates will be the same as date of activation. Now BT Plus Net has seen fit to move this date against my wishes. Contacted the wonderful love you back Plus Net and asked their cutomer service to move the payment. Told this is not possible (argument, Plus Net person moves date, Plus Net person moves it back)So advised I will take action to move my payment date away on the end of the contract. Loving you back Plus Net cutomer service persons response "Your choice". I will BT Plus Net (It's funny kind love you back)
- Location
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- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2018-11-12
- Comments
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worst thing i ever did moving from sky to plusnet my internet drops out and has to be reset up to 5 times a day do not use plusnet
- Location
-
- Location
- Wilson
- Reviewing
- Plusnet
- Date
- 2019-08-12
- Comments
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I’ve been with Plusnet for 10 years and I’m now at my wit’s end. This company has lost the plot. Avoid at all costs. Ineffectual CS, low staff morale, slow speeds and unreliable service.
- Location
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- Location
- Wigton
- Reviewing
- Plusnet
- Date
- 2015-10-23
- Comments
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Best broadband provider we've had in years. Strong fibre optic connection that does wave up and down a bit but otherwise stays above 60mb. It was set up in half an hour with no delays. I can finally download movies and games in a time frame of minutes instead of days, and nobody is complaining that their streams are crashing constantly.
Not related entirely but it's worth reminding people reading these posts that the vast majority of people will only write up reviews when they want to complain about something.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-12-21
- Comments
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I had poor connectivity and a droppy connection they either couldn't or wouldn't fix. Their customer team is decent, though they give out passwords far too easily (and can see them in the clear...) and in general seem amateur. Wouldn't use again.
- Location
-
- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
-
Broardband speed unreliable, had to complain just to get speed up to minimum that they quoted that I would receive (as a minimum). customer servive poor, I was on chatlive for nearly 1 hour before I got a reply. One member of staff told me one thing and another contridicted them when it came to renewing contract after 1 year. Absolutley no incentive to stay with Plusnet for more that 1 year, after initial deal.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2020-10-04
- Comments
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Shocking company, took more than three weeks to connect so they gave me a months free internet. Then only lasted 4.5 days before lost service. After 9 days of constant phone calls issue seems to have been resolved although they cant tell me if it has or what the issue was.
Then to cap it off I find out the deal I signed up for with "line rental" included is actually mainly line rental i.e. 19.99 for the line a 3 for the fibre broadband. This means when they don't give the you the broad band all they have to refund is 3 pounds a month. Devious deceitful untrustworthy company. As soon as my contract ends I am going elsewhere and recommend all others to look for internet with a different more trustworthy provider.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2017-12-16
- Comments
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Warning ⚠️ do not get Plusnet broadband.
We had Plusnet for approx 9 months, within that time the broadband was very unreliable, the connection would drop constantly. When we rang Plusnet they said that we had not had a drop in our internet connection. When using the internet we were unable to watch a simple YouTube video without the connection dropping. Speeds were variable. The customer service we received was poor. There was no help in trying to solve the problem apart from telling us to change our channel, I believe the fault was with the the router they provided p, it is very poor quality. We now have sky internet, comparing the two we have never had an issue with dropping connection and the speed is consistent. I am fully aware that internet providers are unable to guarantee wireless connection speed, so they said we had to have wired connections to all our devices now this is impossible with and iPhone, iPad or Mac, we were basically told tough luck, without a wired connection there was nothing they could do. I will never take out Plusnet again and I would never refer them to any friends or family ( that I like LOL). Hope this helps people.
- Location
-
- Location
- chesterfield
- Reviewing
- Plusnet
- Date
- 2017-07-05
- Comments
-
was charged £65 + vat for a new mains box by plussnet after being told there would be no charge,it does not even have a test socket literally not even fixed properly to the wall, just had an openreach engineer said its disgracefull. im so glad i changed supplier and not getting ripped off anymore.my broadband and phoneline works well now much better than the poor service from plussnet that i was charged for even though i could not use it for i think more than two months til my contract ended.
- Location
-
- Location
- essex
- Reviewing
- Plusnet
- Date
- 2017-04-14
- Comments
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awful customer service staff promise things such as call backs that do not happen.staff are rude talk alot but do not deal with issues.want to constantly do anything to avoid dealing with issues such as line faults affecting broadband .worth paying more for a decent provider took 4 weeks to solve a problem and 200 hours of phone calls.-AWFUL
- Location
-
- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2020-09-04
- Comments
-
Absolutely shocking company, they pride themselves on customer service, disgusting. Didn't even get connected because issue with Openreach. However, not one person called us after an engineer came out. Three standard emails sent saying they will arrange connection soon then nothing for two weeks. We called them twice in one week for a call back, nothing. Now been on hold for one hour, no one is referring our case at all to a manager and we're just being passed around. We are now cancelling for a refund of £75. I can not believe one person has referred our case to a manager because there is obviously a huge gap in communication within this company. We will be returning to BT after taking a considerable amount of time looking through the internet to choice a new provider. Plusnet, WILL NOT do you proud!!! Never touch Plusnet.....
- Location
-
- Location
- New Forest
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Comments
-
Just spent nearly an hour on the phone queuing to get through to customers services. Staff were almost rude when I got through. Have tried to complain on line, what does the website say, phone customer services!
- Location
-
- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2016-07-13
- Comments
-
This is the first time I have ever written a review on a company but Plusnet are by far the worst company I have ever had to deal with. I've been stuck with them for 18 months with the worst broadband signal imaginable I think dial up I had in the late 90's was faster!. We cant even watch bbc Iplayer without having to restart the programme several times because our internet connection is so poor. Don't even bother trying to call them I have spent upwards of 2 hours on hold countless times trying to get through only to be told its BT's line problem. It's not because I work from home and I have a BT line with broadband that is lightening fast!. The router is so poor you can see how cheap it is. Whatever you do don't get a contract with these people as when your internet doesn't work you will never be able to get hold of them on the phone!. I had to count down the months til I could leave and get a decent connection with a competitor.
- Location
-
- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2016-02-27
- Comments
-
Slow broadband, lied to by customer services, carried on my contract after they were supposed to cease it and then charged me for it, never reimbursed me all my money even though they admitted they should have cancelled my contract earlier, said it was a cessation charge when the invoices they sent me clearly said otherwise.
- 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.