Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.4 stars
  • Customer Service
    3.6 stars
  • Speed
    3.1 stars
  • Reliability
    3.2 stars

Based on 2683 customer ratings since 2021-01-25 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,492 Customer Reviews over 88 pages

  • Reviewer
    Location
    Worcestershire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I'm having a nightmare with shocking service from Plusnet. I cancelled my business broadband and phone line account effective November 15th and paid all the termination charges etc. November 16th they send me a bill for £4.80 for an inclusive call allowance for the period Nov 16th-December 15th i.e. after the phone line had been discontinued and also beyond the original contract period. So I cancelled the direct debit. I have sent them several emails which have all been ignored and I have made numerous calls with long 30 minute waits and getting cut off. I finally got through to a more sensible person a week after cancelling the direct debit only to be advised that my "debt" that I don't even owe has been referred to a debt collection agency. i.e. no 2nd look or anything. Meanwhile my company and myself get a bad credit record because of an erroneous bill and the fact that it is almost impossible to get anyone at plusnet to listen. Take my advice and steer clear of Plusnet. They used to be a decent company but their customer service has gone right downhill.
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Plusnet
    Date
    Comments
    It makes me laugh when I see adverts for Plus Net. They pay so much for advertising yet treat their customers with contempt. Perhaps they do not pay enough to have quality staff in customer service or maybe they are just out to grab money from anywhere. I had to pay a fee for leaving. I left because my broadband simply did not work. Avoid them at all cost
  • Reviewer
    Location
    WORKINGTON
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We have been with Plusnet for 7 years and the service has been reliable. Any problems they have sorted via the help lines. Our original router worked but was 7 years old so they sent a new one for £7. Installation was very easy.
    We have not changed from Plusnet because it has been zero hassle.
  • Reviewer
    Location
    Workington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Far worst broadband company the online payments don't work straight away they also knock off the broadband without telling you even when I made a payment online the payment is classed as pending so they got the money but has not cleared I rang up about it they knocked it on but within 1 hour they knocked it back off when I contacted them again they said the internet is on but all mobiles in the house won't connect I even unplugged the router and still the phones won't connect iam leaving Plusnet because they break the contract to myself iam totally sick of it so iam leaving before my contract runs out they say they have got the payment but its pending in the system so ive got to wait 5 days the company is a joke
  • Reviewer
    Location
    Worksop
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Worksop
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Best service and speed I have ever had
  • Reviewer
    Location
    Worksop Notts
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Beenon the phone over an hour. Passed to different departments . Final call nobody answers. Trying to connect smart tv to internet not happy.
  • Reviewer
    Location
    Worthing
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Moved home but somehow they managed to put me on a different package for a phoneline only! 10 days later and still have no internet. Some of the staff are helpful but sone come across as being upgrade crazy..which i think is what happened with me, someone tried to upgrade me and cocked it up. The internet speed has always been stable in the past so no problems here but this has really put me off. Looking for another provider.
  • Reviewer
    Location
    WORTHING
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Had them for 5 years. For 2 years we have ADSL with speeds of 11mpbs, which good but we needed faster internet. So we decided to get Plusnet Fibre extra. Its been amazing can't remember last time it went down, speeds of 75mbps and brilliant customer service.
  • Reviewer
    Location
    worthing
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Been with Plusnet a year. Unreliable internet and poor customer service.
    Its never their fault. Although they never admit to slowing you down they will admit speed has "dropped" when you complain and raise it as if they are doing you a favour!!!!
    Plusnet very prone internet "gremlins" apparently, which are customers fault!
    Don't cough or flush toilet basically or your speed may drop!!
    I was pleased contract ending! Phoned to advise I wouldnt be renewing and was told I was too early by a few weeks to give notice and would face an early "cancellation fee" and if I didnt pay I would be threatened with debt collector! Only phoned them to enquire.
    Conversation went from enquiry to possibility of owing them money, to debt and adverse credit ratings in 5 minutes flat!
    I phoned customer services again and complained and got an appology and was advised that I needed to give notice on 18 April 2017!(14 days)
    I phoned 18 April and said I was not renewing. Whereby they advised me best not to cancel (as I would incur reconnection charge with my new provider) Advised best to ask new provider to use switching service.
    "OK" I said "you sure this is the best option?, no more hidden charges from Plusnet? No rollover contracts?"
    "NO NO NO" they assured me.
    Surprise surprise. My new service with my new provider goes "live" tomorrow and Plusnet have billed me for a further month!!!
    |I phoned and they told me they will reimburse me when new provider goes live tomorrow!
    I dont believe a word of it!
    How does my contract with Plusnet coming to an end result in me being charged for another month, without any discussion or consent!!
    They are so sneaky.
    Extricating yourself from Plusnet is worse than negotiating Brexit!!

    PLEASE AVOID PLUSNET AT ALL COSTS!!!!
  • Reviewer
    Location
    Worthing
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    My 2 year prison sentence, (the minimum contract) is over! Yippee!
    I have never had such a shoddy service. Their website isn't clear, (try communicating through 'tickets' as they call them or as I call them...COMPLAINTS!), appalling service being called, 'dude' and 'buddy' as a business customer! Oh and what is the fuss about Yorkshire? They seem to rattle on about it a lot. What has come out of Yorkshire? A load of people moaning about a cutlery factory that shut down years ago! Glad I have left, had 2 years of slow service and no one was interested in putting it right. Copper wires from a green cabinet to the house are not fit for purpose. I suggest you all go onto cable!
  • Reviewer
    Location
    WORTHING
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SUFFERED A WHOLE YEAR WITH PLUSNET.WHAT CAN I SAY. TOTALLY TERRIBLE IN ALL ASPECTS. UNRELIABLE, SLOW BROADBAND.
    CUSTOMER SERVICE AWFUL, WHEN YOU EVENTUALLY ARE ABLE TO CONTACT THEM.
    GIVE PLUSNET A WIDE BERTH IF YOU VALUE YOUR SANITY!!
  • Reviewer
    Location
    Worthing West Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Wi-Fi constantly dropping out. Contacted customer services told 40 minutes wait for phone contact. Tried online chat. Was told if I signed up for new contract they would supply new router. Have an 18 month contract but their router is only guaranteed for 12 months. Told me I could get a new one for £100 (when you check their website they tell you their free router is worth £40 !! not happy BT tell me their router is Garanteed for life of contract. Guess where i'm going in January ??
  • Reviewer
    Location
    Worthing/Steyning
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most horrendous ‘customer service’ I have ever received. Moved home which required an engineer to set WiFi up at the new address waited in on two occasions both times they visited the old address even though new address confirmed on every single phone call ever made to them. All but one person I spoke to was rude & told me incorrect information, even put my calls back in system to be answered after telling me they were putting me on hold. I’ve had no WiFi for 3weeks I’m still paying for the service & paying £65 a time for a engineer. Now I want to cancel they’re charging me £128 or I can pay for a third engineer, a moving fee & start a new contract to remain a plusnet customer. AVOID AVOID AVOID!!!!
  • Reviewer
    Location
    Wrexham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Broadband speed has got slower and slower, now averages .69 download speed. But I cannot contact PlusNet - 30 min wait on phone, online chat not available and no possibility to email them. It is intolerable.
  • Reviewer
    Location
    Wrexham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service, took the day off work for an engineer to fix fault with line. Nobody turned up. Phone line and broadband still down, 8 days later. Unacceptable service. The worst.
  • Reviewer
    Location
    wrexham
    Reviewing
    Plusnet
    Date
    Comments
    Moved service as speed nowhere near advised rate.despite in contract and being charged full amount during motice period service dropped and notice about unpaid bill blocking internet sites despite paid in full.
    Fraudulent that they omly get away with as ofcom wont touch a complaint of less than 8 weeks.
  • Reviewer
    Location
    wrexham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Well looked at all the review after ordered plusnet and I must say that my broadband is fine and fast and does what I need it to do, firestick phone laptop no blips on a normal broadband unlimited for £20 I'm happy with my broadband and me and my partner have been with a few and they are rubbish! But this one has been the best for us. Home move was free even though I just signed up to a diff adress and the customer service well was a pile of rubbish but other than that me and my partner are happy
  • Reviewer
    Location
    Wrexham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Worst service ever, never respond to any emails, don't return calls when they say they will. Booked an engineer 3 weeks ago to come out on Monday, no show, turned up on Wednesday without notice when nobody was at home and now wants to bill us, oh and they never answer the phone.....take my advice, do not touch them unless you like the worst service imaginable.
  • Reviewer
    Location
    Wrexham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Honestly hands down the worst company We’ve been with at least the other companies told the truth when they messed up, plusnet will saying it’s your router or wires or location when in fact they’re the issue, had a new router fitted a day ago after our Wi-Fi was down for 2 days, cause that’s the “issue” after an engineer with plusnet reviewed it, next night down once again, god awful.
  • Reviewer
    Location
    wyke Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    shocking broadband really slow buffering all the time customer service shocking takes 30 plus mins to get through when u call takes weeks to get the problem fixed been on going for 8 months now they have the cheek to want my money every month on service i dont get
  • Reviewer
    Location
    yatton kenyell
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a load of absolute rubbish!
    -the internet keeps cutting in and out!
    -the router isn't powerful enough for all our devices in my house!
    -cant get a signal anywhere even know its in the middle of the house!
    -its a absolute faf to start up then its stops working!

    Plusnet is the worst internet provider ever!
  • Reviewer
    Location
    YEALMPTON
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service. Waiting for ever, only to find the department can not deal with your query.
  • Reviewer
    Location
    Yeovil
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    We moved from Sky when the price went up. What a mistake. Although the move was completed with no problems that’s the best bit! The broadband connection is constantly dropping out and I am having to force my Sky and laptop to reconnect with monotonous regularity! I have followed the online guides but nothing improves the connection. If we didn’t have to pay cancellation charges we’d have moved back to Sky already. Very disappointed.
  • Reviewer
    Location
    Yeovil
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Completely and utterly let down by plusnet. I originally placed an order and booked a days holiday for an engineer to come out. After no one turned up I called up to find out my order was cancelled without my Knowledge. I was assured it would all be set up again and told I'd be contacted regarding a new engineer appointment. After not hearing from them I called up only to find they had booked an appointment and not told me the day or time. Because it was too short notice I could only take the day off as unpaid. The engineer never showed and after contacting them all they could do was raise a dispute with open reach and couldn't book another appointment until that was sorted. After over an hour on the phone I asked to cancel, only to be put through to an arrogant customer service rep who told me I was free to go and use whatever Internet provider I liked from now on. I'm down a days pay and left with no broadband, totally disgusted at the lack of customer care.
  • Reviewer
    Location
    YORK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We've been with Plusnet for 2 years. What a nightmare. During that time, we have had put up with prolonged and frequent downtime ie. internet connection failure and, when it did actually work, the speeds were so slow it was painful. Every time we reported it ( after horrendous waits in phone queues), we were expected to go through the same ridiculous rigmorole: having to proof that the fault is not ours. then having to wait for an engineer to come out then listening to the engineer guess what might be wrong and say they'd fixed it. They hadn't. Plusnet expect the customer to do all the legwork. If you don't tell them within 14 days of an engineer's visit that the problem is persisting, they insist that you have to go through the whole insane procedure again from scratch. they also refused to reimburse us for downtime - so effectivelly, we've been paying them for nothing. Getting on their backs to resolve things could quite literally become a full time occupation. Some of the call handlers are so obviously jobsworths, it really is pointless trying to press the the point that their service is appalling - they simply repeat the same platitudes from their scripts over and over and over again. We've had enough and are changing provider.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Only ‘positive’ is our service was reliable. It was reliably dreadful as was any attempt at speaking or dealing with this sham of a company. Had to pay a small fortune to ‘cancel’ our contract but it was worth it just to be with a decent provider. Don’t fall for it and DO NOT DEAL WITH THIS COMPANY
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ok actual internet speed but shocking customer service due to a recent change in there billing that does not account for the rewards amount. You cannot print an accurate VAT receipt and they don't even care or return your calls.
    I cannot believe they didn't fully test there new billing system before rolling it out.
    I'm done with plusnet.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Plusnet changed my going live date 3 times ad forgot to tell my previous provider so was without Interent for 24 hours.
    Referral not showing & been told I have to get the person I referred to phone or email them to clarify I did indeed refer them (even though I was actually there at the time they signed up and input my referral info).Customer service were polite enough but no help at all.
    Their ticket system only ever gets answered if they feel like answering otherwise you could be waiting for ever.
    Absolutely digusted with them and I have not even been live for 24 hours yet...
    Avoid at all costs. I will be taking advantage of the 14 day cooling off period and leaving ASAP.
    You have been warned!!!!!!

    Plusnet do not "do you proud"
  • Reviewer
    Location
    york
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    moved house on 14/06, told plusnet 7d in advance (which was not enough apparently!) but even when they finally showed up on 20/06 they could not connect either phone or broadband. after 2nd visit phone finally worked (10d !!) but still no broadband. of course it's not plusnet's fault, it's bt's fault (same company), and plusnet 'can't do anything about it'.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Having now waited for 5 weeks we are still without broadband. If you are excited by waiting for at least 45 mins on hold each time you call, rubbish customer service and false promises of installments then plusnet are the company for you. Clearly don’t talk to BT. On three occasions now had to take work leave for them to do work but have not turned up. Plus net said they needed 48 hours to book in a visit on another occasion. 2pm on Friday was booked. Turned up 7am Thursday with no resolution. Plus net you are a joke.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    WILL NOT RECOMMEND! For 3 years I tolerated their sneaky change of contract and pricing. Twice we changed address and they sneakily changed our contract for yet another year and yet another year. Refused any support once we wanted to leave Plusnet when we found out we had been extended for another year instead they gave us a list of penalties that we will have to pay due to the fact we want to cancel before the end of our contract. On top of that the speed of our broadband was 2mbps.. TWO MEGABITS PER SECOND! I am having 72mbps right now with the most basic broadband from BT. Your entire company is based on disgusting sneaky contracts to tie your clients for yet another year and another year for as long as you can instead of providing good service. Plusnet has the best customer service you claim on your TV advertisements, you'll do us proud... if you had good service to provide in first place you wouldn't have to pride yourselves in being good at answering the phone after 65 minutes wait on the phoneline to resolve an issue. I will NEVER recommend your company and I have put sense into hundreds of people that have considered your company as a broadband provider and I will continue to do so, because you have been the most negative experience in this country I have ever had. Stay away and don't fall in the trap no matter what offer they make to you! There are so many more better more reliable providers even if you have to pay 5-10 quid more, please... Don't drown yourself in the swamp that is Plusnet.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star is far too generous for this utterly disgraceful company. The absolute WORST company I have ever dealt with. Have left me without a land line or broadband for over a month now. I've rung and rung and rung - sometimes up to 4 times a day EVERY DAY for the past month. Each time I have to repeat myself to a different representative and am told that the last person I've spoken too has misinformed me. There Customer services are polite but TOTALLY INCOMPETENT!!!!
    It has been a catalogue of failures on Plusnet's behalf and on the meantime I'm being told (for the fourth time now!!!) I'll have at least another 5 working days before broadband can be switched on. In the meantime Openreach are telling me that there is a fault with the broadband line which they can't mend until Plusnet give the go ahead to send a broadband engineer which they won't do until the Order goes through in five days time. I will then have to ring plusnet to book the engineer which will take a further five days!!!!!
    I have written this in the hope that someone from Plusnet will read it and get this sorted!!!!!! SHAME ON YOU PLUSNET!!!!
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Sadly I had been a customer of Plusnet since it started and i always have to negotiate with them to get a deal like they offer new customers. They seem to care little about existing customers. Once over they were good, had good customer services and technical support and you could ring or speak to them easily. But sadly now endless phone delays, poor technical and customer support and lack of interest by them, other than taking money meant I left them. I feel once BT took over it was game over and they went downhill fast. Sad really as they were good once!
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Comments
    I have just cancelled my broadband service with them after three generally poor years of dismal speed, drop outs etc. I am being charged £84 cancellation etc. fees. A ridiculously high amount. I wouldn't recommend them to anyone. Their customer service is abysmal - you have to wait up to half an hour to get through to anyone on the phone - I was told on the phone that my cancellation fees would not exceed £40 but I have now been told it is over double that. Don't bother with them.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never experienced a complete lack of ability. Dreadful “fibre”. Can’t even get access to my bills as PlusNet took my email address down wrong. After 2 hours of speaking to various people (and them all taking some assured sense of ability in telling me the issues with THEM having taken the completely wrong email address) I gave up. DO NOT use Plus Net as your provider. They will not do you Proud.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly awful. Four weeks and no router!! Called to complain but given no option to cancel.i gave them the opportunity to put this right but they ignored it. Seems my service is active even though I have no router and therefore no broadband. Only in plusnet world would this make sense. Avoid. I signed up for the cost but it wouldn’t be good value if it were free.
  • Reviewer
    Location
    york
    Reviewing
    Plusnet
    Date
    Comments
    utterly useless, like BT!
    after house move, more than 3 weeks ago, still waiting for Plusnet to get the internet going. usual malarkey of engineers coming and going, in spite of previous owner having fully functional connection. never any contact from them just more excuses (after you have contacted them!)

    level of incompetence is outstandingly high, level of customer service unbelievably low.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Tried to move home and take Plus Net with me. Contacted them with plenty of notice and was told it'd be installed in new home just a week after I moved in. Ok, a bit longer than I'd hoped but fair enough. Then something went wrong - 'the order wasn't built correctly'. So there would be a delay from July 3 to July 7. Annoying, but ok. Had to call them for an unrelated issue so thought would check if was still on for 7th. Apparently not (not that they'd bothered to tell me). Would now be the 10th but they'd call back to confirm. no call. I contacted again on June 6 - he would look into it and get back to me - he didn't. I rang again on July 8 - now looking at July 17 for earliest. Again, only found this out because I rang. Asked how much it would be to contact - as I'd signed up to a new contract would be over £200 to cancel, even though they're not actually providing me with any service. A joke. Very tempted to cut my losses and pay the money the customer service has been that bad. Happy to provide you with my user name plus net if you want to leave a reply, though i'm sure i'll just get a generic, we're doing all we can message.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Firstly let me say that all the adverts you see about "who is the best" with broadband speed is totally wrong. Speed is ultimately dependent on the area you live, the density of the population you are in and the quality of the cabling. I was told the best prices only relate to how remotely you live!
    I have only been with Plusnet for twenty four hours and in that time since I handed over £234 they have messed up my password, made a mistake with my phone number and sent me eight emails with conflicting information. To try and put things right I have spent 45 minutes on a chat page which ended in no satisfaction and then a further 45 minutes waiting on the phone to speak with someone. When I finally got through I told the operative about the email saying I was to get a new phone number and she said she would ensure I kept my existing one. Today when I opened my email there was one from Plusnet saying my home phone with Plusnet has been cancelled!So another twenty minutes waiting on the on the phone to Plusnet to ask what is going on. Only to be told that as the phone had been cancelled it would now take longer to get connected to keep my existing number. After all the mistakes Plusnet have made in the last 24 hours with me not one of the people I spoke to apologised for their errors! So much for their outstanding customer support! Time will tell if things improve?

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