3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
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I normally don't like to write a review but Plusnet definitely deserved one. I have placed a order for a fibre optic internet 2 weeks ago. The day before I contacted plusnet to complain about not having received the router. After wait for more than 40 minutes, I was informed that they had a technical issue and they wouldn't be able to complete the installation on the fallowing day. I'm very disappointed with the level of professionalism. I should have been informed.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
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Avoid at all costs!
Switched from talk talk to plusnet 2months ago. Broadband speed is okay but our nowtv and Netflix freeze often where as this never happened with talk talk. Apparently the same broadband speed.
Our current deal is an 18 month contract -12 months free broad band and we only pay line rental then after 12 months we pay £9.99 plus line rental.
However we are having to move house and plusnet have decided that this is going to cost £65.90 plus after our 12 months of free broadband instead of paying £9.99 plus Line rental we will need to pay £17.49 plus line rental. As if moving home wasn't expensive enough. Other options were if we took a new contract for 24 months and lost the 12 months free broadband and payed the rate of 13.50 plus line rental then we could have the move for free but then stuck with awful broadband for two years. Or we could cancel our contract and have to pay £195.05.
It's a shame as if we hadn't of switched - talk talk would never of charged us to move or increased the contract price. Will have to pay the moving fee and then the increased price of £17.49 plus line rental till our 18months is up and I will never buy anything from plusnet.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
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Hopelessly uncoordinated customer service. Wasted half a day trying to get a five-minute fix when I switched over from TalkTalk. I do not recommend them and will not be renewing the contract.
- Location
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- Location
- wakefield
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
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i am overall 100% satisfied with plusnet fibre broadband,it took just eight days to connect my fibre connection, there was a problem at the exchange but this was sorted the next day, i have excellent connection all around the house no buffering when streaming or playing online games and customer service has been better than any other internet provider i have had before, very friendly and helpfull. well done plusnet another satisfied customer
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
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Don't believe the service hype, it is rubbish. 45 min wait for an answer each time, didn't send router in time, wrong information, faulty router when it did arrive, no back up. The advertising standards agency should shut them down.
- Location
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- Location
- Littlehampton
- Reviewing
- Plusnet
- Date
- 2015-06-15
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-06-14
- Comments
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I've just switched my fibre broadband to Plusnet and I must say it all went very smoothly and am switched over with no hitches in 6 days from the time I placed my order early one evening.
I found the Plusnet webchat support very helpful for a few questions I had and I didn't have to wait long to "chat" to someone. Additionally I found the communication from Plusnet excellent.
Too early to comment on broadband speed but so far so good!
I nearly didn't go with Plusnet having read the bad reviews on various websites, but since people with bad experiences are more likely to review than satisfied customers, I decided to go ahead anyway - and I've been very pleasantly surprised ....so far.
- 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
- Greater London
- Reviewing
- Plusnet
- Date
- 2015-06-12
- Comments
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Very poor customer service. Wait times on phone never less that 20 min. The customer service staff raise questions but no action is ever taken. You call back to chase. Another 20 mins (at least) on hold. They raise another question. And so on. I should have stuck with SKY. Plus Net, for unknown reasons, cancelled my phone line so I also lost internet. This was after having been with them for 3 weeks. No one can tell me why they took this action. Have been without broadband and landline for two weeks. Spent over 4 hours over the past two days trying to get someone in Plus Net to own my problem. Hopeless. Do not go with Plus Net.
- Location
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- Location
- Rugby
- Reviewing
- Plusnet
- Date
- 2015-06-12
- Comments
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Agree with many reviewers here, Broadband got worse over the last year, dropped every evening about 8.30. I tried to change but they did something weird to the line before the agreed date so that BT couldn't pick it up again for 11 days. Plusnet said they could restore it within 2 days and gave me a great deal. I have been without BBand for 10 days now anyway so I should have waited and given BT a chance. Customer service is a joke, they just pass you round from team to team of scripted morons, having waited on the phone for 30 mins with irritating music. They don't value their customers. To be fair if you ring their tech support line at about 6.45 a.m. you tend to get someone sensible, if powerless, and they try to goad the account teams into the correct action. To quote their engineer, "this place is full of idiots". I'm giving them 24 hours before I cancel the lot and go back to pigeon post.
- Location
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- Location
- stroud
- Reviewing
- Plusnet
- Date
- 2015-06-11
- Comments
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After reading many good reviews about PlusNet I just want to share some concerns I have about them. 1. Total inability to transfer our original telephone number across from our old supplier despite numerous assurances causing loads of inconvenience, upset and time wasting 2. Their router completely crashed my Macbook. Took weeks to realize it was their router doing it. Poor effort PlusNet, unimpressed.
- Location
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- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2015-06-09
- Comments
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PlusNet are rubbish, Router did not arrive installation date did not happen. lame explanation of no email confirmation of order. not at all happy with PlusNet I do not know why I am leaving Talktalk????
I think PlusNet are overwhelmed with orders and struggling to keep up but its the customers who suffer,
- Location
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- Location
- Bexley London
- Reviewing
- Plusnet
- Date
- 2015-06-09
- Comments
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Poor unreliable slow service with difficult to contact and robotic customer service agents. Would give zero stars if an option. Transferred to Plusnet BB 3 months ago. 3 faults since each lasting several days. No BB faults in previous 11 years with BT using same exchane and line. Awaiting new router, due in several days BEFORE they will consider sending an engineer. AVOID this provider.
- Location
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- Location
- Bournemouth
- Reviewing
- Plusnet
- Date
- 2015-06-08
- Comments
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it was ok while we where with them,didnt reach the promised broadband speed ... but as i left i still was charged for another 6 months and i went threw the hell trying to get my money back!
- Location
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- Location
- Stamford
- Reviewing
- Plusnet
- Date
- 2015-06-08
- Comments
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I usually switch utilities/insurances etc on an annual basis in order to ensure that I am getting the best deal. However I have now been with Plusnet for 4 years.
Previously, I was with Talk Talk (big mistake!) and switched due to poor connectivity and customer service. Plusnet haven't disappointed me yet.
Considering we are in a rural area and at the end of the exchange, the internet speed is fairly good. In the four years we have been with Plusnet we haven't had any issues *touch wood.*
Their prices are excellent. I'm super happy because they are honest. Out fo the blue I recieved an 80pound cheque as the prices had been lowered in our area (I didn't even know) and they had been charging us the old price. They could have kept this quiet and I would have been none the wiser, however instead they were honest and acted with integrity and gave me a cheque for the difference.
Overally I'd thoroughly recommend Plusnet.
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2015-06-08
- Comments
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They took all my details for a new connection. Received nothing so after a few days contacted them and they have no record of the sale. Went to them for their supposed excellent service, but they are clearly a joke outfit like the rest
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-06-06
- Comments
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They don't accept email.
I've been off for about six weeks this year so far.
They apparently cannot remotely diagnose a fault with the modem they supply, and left me to discover that this was the fault lately. I thus was at the mercy of the £85 charge for BT outreach to enter muy home and diagnose my modem.
I have to ring them now (and wait however long that takes) to get a MAC code.
After 8 years, most of them fine, I'd say they are now dreadful.
- Location
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- Location
- Merseyside
- Reviewing
- Plusnet
- Date
- 2015-06-06
- Comments
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My broadband service was switched early, not on the specified day.
I was left with no service for six days as the plusnet router took six days to arrive (not two or three as indicated by plusnet).
Spent 30 mins in a queue to contact customer service.
When the router arrived it had been locked to another user name. there were no instructions in the manual to change the user name. which meant another 30 mins in a phone queue waiting to speak to customer service. Total time spent on phone to customer service before successful connection was 70 mins. Very very poor customer service, slightly cheaper but I wish I had stayed with EE.
Download/upload speed is exactly the same.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-06-04
- Comments
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If I could I would give this terrible company 1 star, but unfortunately it's not possible.
After experiencing connection problems me and my partner decided to upgrade to Plusnet Fibre. And this is where the fun started. At the begging of may they arranged an engineer to come at our place. We were told that he will be be there from 8-13. Since both of us work 9-18 my partner had to take a half day off. Around 12 engineer called to say that he won't be able to come in as the line is still owned by BT. At this point we were quite understanding.
So the appointment was rescheduled for 02/06 8-13. This time I asked my employer if I could work from home. When I woke up I discovered that the internet is not working (I was told that it will only be disconnected for half an hour), so I had to buy BT for £8 a day. Which was also kinda understandable. The engineer came and told that the internet might take awhile and might only be on by midnight. Which didn't happen. We called support team and it turns out that the engineer forgot to attach the main fibre box !!!! Oh and the wire wasn't even plugged in the fibre socket. Which didn't matter much as we didn't have internet anyway.
After raising this issue, the 3rd engineer was scheduled to come in and fix this problem on 04/06. My boyfriend had to take the morning off again. BUT THE &%$^ DIDN'T SHOW UP!!! They didn't bother to warn us and so my boyfriend lost 4 hours of work!!!!!!
We have raised this problem and asked them to come in before or after our work hours as we can't afford to take any more time off work! And all that plusnet can say is that the engineer can only come in from 8-13 or 13-18. Obviously they don't know how to deal with issues and don't appreciate or care for their customers.
Since they cannot be bothered to come through we have asked to cancel fibre and return our shitty internet (at least it worked most of the time). But now we have to wait 4 days until it will happen.
So here you go PLUSNET SUCKS!!!
Summary:
3 failed appointments from their side (even though if the customer isn't home at the arranged time they must pay £50!!)
7 Days without internet!
Lost time at work
Extra expenses for BT internet!
P.S. Oh by the way this will go everywhere I can think of.
- Location
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- Location
- Windsor
- Reviewing
- Plusnet
- Date
- 2015-06-03
- Comments
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Maybe not the absolute fastest but the connection has always been stable and you cannot beat their U.K based customer service team!
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-06-03
- Comments
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I've just finished a contract with Plusnet and beginning to transfer to someone else. I took up their unlimited fiber option, which at the time was the cheapest option. Considering there adverts are all about great uk customer serivce, I thought what could go wrong. Turns out a lot. When the internet is up and running, it's great. Well exactly as any other BT based fiber product would be. SKY/Talk Talk ect all use BT wholesale products. That is they pay BT to provide the fiber broadband. Which is quite a good service, although BT charge a lot compared to Virgin media.
Anyway back to Plusnet. Their backend computer system seems very prone to mistakes. Mistaken transfers, not activating at the right time ect. This wouldn't be a huge problem if you just had to inform Plusnet of these mistakes and they dealt with them. However there call wait times can often go into the hours. At minimum 15 minutes. I do have to admit once you get through to someone they are knowledgable and very helpful. However often you need to be transferred to someone else, meaning an hour is taken trying to fix a problem that wasn't your fault. Which is frustrating. When a problem isn't my fault and I have to fix it, I except 5/10 pounds knocked of my bill. That has never happened with the 4/5 problem I have phoned them about.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2015-06-02
- Comments
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Trying to actually contact someone at Plusnet?? Hmmmmm 1 hour and 30 mins is a record. Which best by?? Really Which. I think you may need to call through to the customer service line Which Mag. Awful service.
- Location
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2015-06-02
- Comments
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DON'T join PlusNet. Moved from Talktalk because of service issues and to save money, what a mistake!
Poor speed and connection issues for past 2 months. Trolled through PlusNet procedures and line checks and 3 separate routers until finally they agreed to send an engineer out to check the master socket but with the proviso that if it wasn't faulty it would cost me £50 for the visit. Lo and behold before I could give them a date my son (who's been monitoring the connection stability on his laptop) announces that it been connected for 24 hours without a problem. Left it a further week and still no disconnections. Rang them to ask for the line to be rechecked and suggesting that it was a MASSIVE coincidence that the line has repaired itself and got the answer that it was probably the internal wiring and that it took a few hours for the connection to settle down once I had moved the router onto the test socket for diagnostic purposes (it was actually several days before I told them I'd done it). What! electronic appliances have to have a think about whether they fancy working or not!
Personally I think that was a ridiculous answer and seems to point to them resolving the problem but not wishing to admit liability for the months of poor service.
I repeat DON'T use this provider Talktalk was mediocre PlusNet are worse.
I was with TT since it started and now wish I'd stayed with them. Can't wait for my contract to expire.
- Location
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- Location
- Barry
- Reviewing
- Plusnet
- Date
- 2015-05-28
- Comments
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I joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.
Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!
I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.
If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2015-05-28
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
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After the experience I've had today with Plusnet I find it incredible they have any customers - I spent the day waiting for a fibre engineer to install broadband - no show - after an hour on the phone it seems bt changed the appointment to tomorrow - and they accept the alteration wasn't passed on to me - demanded a full refund and got it ..... But feel I should get some recompense for the lost wages te on the and interest on the monies I paid them in advance - I see no reason why I should be out of pocket by even one penny when it's a communication issue between them and bt ! Not impressed that a company could make such a Ridiculous error........ I'm gonna try sky next as my previous attempt with Talk Talk was equally bad
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
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Worst internet provider ever! Should have had internet a month ago and still nothing. They send me regular texts with empty updates and false promises. As they're not conclusive, I need to call customer support 2 / 3x p/week and the staff is rude and doesn't have a clue about the issue being discussed. Couldn't be more unsatisfied. Wouldn't recommend it to anyone! Not even my worst enemy.
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2015-05-25
- Comments
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This is the worst broadband service provider EVER. After being with SKY I shopped around for a cheaper deal, and now I know why they are cheap. After getting no signal & being unable to connect to broadband, I rang them during the day as I work,umpteen times, many of those after being on hold for ages. However, as I wasn't next to my broadband, and the fact I live miles away from work, there was no way I could attempt to correct the issue over the phone, and they suggested I call back in the evening while I can access my laptop. After a 40 mile hike home and finally sitting down after work I tried to call them on a few occasions, holding for 28,25 and finally 22 minutes each time, and still failing to get through, so heaven knows how long I may have been holding. I called back and asked if someone could call me at home, as I couldn't get through, as I had done on previous occasions with SKY, who happily oblige, only to be told by Plusnet that they don't make outbound calls!!!! After weeks of trying to resolve the issue, speaking to their customer service department, who aren't at all helpful, I ended up speaking to a new customer service employee, who after listening to me, felt he could get someone to call, as he described that as an easy customer service fix, only to return to the telephone astounded to find that he couldn't get agreement from any senior management to be allowed to make an outbound call. This eventually left me with no choice but to cancel my direct debit. As this isn't something I would usually do, I called them explaining what I had done, and that I was willing to pay the 3 months service I hadn't actually received! This wasn't enough and they demanded I pay the full twelve months contract, after a stand off, where no compromise was offered, they eventually issued Moorcroft debt collectors to chase the payment with the threat of court action.In fairness to the guy at Moorcroft, he even agreed he couldn't believe it, and offered to speak with PlusNet with my side of the story. I forwarded the letter to Moorcroft I had previously sent to PlusNet, but they were steadfast in their decision, and I had to pay the full twelve month contract as well as SKY. Lesson learnt, SKY may be slightly more expensive, but they both come up with the goods and are ten times more customer orientated than PlusNet, so do not use them.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-05-23
- Comments
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Only works well with 3 devices or less... Any more and speeds will drop.
- Location
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- Location
- Maida Vale, London
- Reviewing
- Plusnet
- Date
- 2015-05-22
- Comments
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The worst supplier I ever had. Useless customer service and minimum 20 min waiting at anytime.
Everytime there's some issue (and will be very frequent) only God knows when it will be sorted and the anwser is always the same "sorry we cannot do anything about that".. so what am I paying for?
I regret myself for choosing Plusnet!!
- Location
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- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2015-05-21
- Comments
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Once they grab you with their ever changing offers you will not receive a clear statement of what you pay, your online bills will have a mixture of complicated charges and discounts that change every now and then making it impossible to understand if you are getting what was promised. Cashback is a nightmare to claim back, I'm still working on mine!!!
- Location
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- Location
- Dronfield
- Reviewing
- Plusnet
- Date
- 2015-05-19
- Comments
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I can't really comment on reliability of broadband yet as I've only been online for 24 hours, but I'm so enamored by their punctuality, reliability of customer care and quality of support I wanted to post something. Excellent! They delivered on time, everything worked without a glitch and it's hard to imagine how they could have made our recent house move any, easier (aside form carry a few dozen boxes for us). I just left a cable provider who couldn't even send the envelope to return their modem to the right address. So far Plusnet are living up to their reputation as excellent customer service. Very pleased.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-05-19
- Comments
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I have been with plusnet for 6 months and had constant problems, 8 engineer visits and still no interent. i was promised 2-4 mbps and only receiving 0.4mbps.
Customer services are shocking and do nothing, the worst internet provider out there.
Plusnet lie and say it takes 10 weeks for interent to stabilise but they do this so you cannot cancel.
Stay clear of these cowboys
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-05-17
- Comments
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I cannot comment on Broadband speed, because I only yesterday switch to Plusnet from Sky. My son came home and found out that Plusnet make a lot of promises, lure customers into subscription, but don't provide satisfactory services. I've got already bad experience with contract details. I signed up for 12 months, but they emailed me 18 months contract. Thanks God that I am able to cancel their service. Sky offered me a deal, so I will stick with them. I was so silly that I paid in advance for line rental, so will request my money back in full.
- Location
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- Location
- Gloucester
- Reviewing
- Plusnet
- Date
- 2015-05-17
- Comments
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Speed not as advertised and 3 times slower than i was getting with sky. Don't be suckered in by the cheap price. Service is not great, hard to get hold of them but phone and they take a while to reply to online messages and when they do are. Not exactly helpful.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2015-05-14
- Comments
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We had to wait a month to get connected with plusnet, problem after problem! The customer service was terrible and one month after saying that I wanted to raise a complaint and I expected a call back from a manager I am still waiting, I will Deffinately cancel by the end of the month!
- Location
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- Location
- gwent
- Reviewing
- Plusnet
- Date
- 2015-05-09
- Location
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- Location
- Guildford
- Reviewing
- Plusnet
- Date
- 2015-05-09
- Comments
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Appalling broadband, made worse by the terrible customer service. We switched from sky, never had any issues with them but thought this would save a few pennies. The living room is the only place we have wireless, even then the best I could describe it is intermittent. When I spoke to plusnet their response was 'it's not our problem we're providing the service'. The chap on the service team was so unhelpful and smug I demanded to speak with a manager. His solution was to send me a new router and suggest we don't use wireless devices. Hugely helpful given mostly we use the internet on the iPad. I don't write reviews but if I save one person from experiencing plusnet, it's been worthwhile. 11 months until I can switch providers!!
- Location
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- Location
- Whyteleafe
- Reviewing
- Plusnet
- Date
- 2015-05-08
- Comments
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Customer Service took 30 minutes to get through both times on the phone. I was very disappointed to wait so long particularly as I was calling from a mobile. The internet has been quite slow regularly and at one stage I had to wait a whole month before they sent me a new router for their broken one which they charged me for. When I decided to leave for sky the person on the other end of the phone was a bit abrupt and sharp but in the end helpful. There are better offers on the market and so I decided to leave them after 2 years of their mediocre service.
- Location
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- Location
- oswestry
- Reviewing
- Plusnet
- Date
- 2015-05-08
- Comments
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waited 4 weeks for plusnet bt guy to come out and do my line and 8 more days to get internet going not very happy will look else were next 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.