3,751 Customer Reviews over 94 pages
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- Location
- sale
- Reviewing
- Plusnet
- Date
- 2020-10-09
- Location
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- Location
- LEICESTER
- Reviewing
- Plusnet
- Date
- 2018-10-17
- Comments
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Changed to another provider but they continued to bill me regardless. I cancelled the direct debit to stop them overcharging me and found that there was no way to contact them. Access to my account was frozen becauSe I hadn't paid what they had billed. I tried emailing, raising a query online, replying to their email and phoning. Phone wait was 30 mins minimum, but they supplied a number to text them. Thought I'd try that but when I pressed send, my mobile told me that there would be a supplementary charge - and of course it was a lengthy email. Back to phoning and in a queue. Writing this whilst waiting - and right now, the music stopped, a phone was ringing.... AND THEN I WAS CUT OFF!!! Of course, if I don't pay, my credit rating will be affected. Ombudsman, I think.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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Been with Plus Net for more than 3 years. No problems at first & I recommended them to others...However, November 2015 my broadband was cut off...~Virtually impossible to talk to anyone (hour's waiting time)....There was a message on their answering service (at that time) that said they were aware of a problem with broadband and users should reset their routers..Since then, Plus Net would not comment on that message...kept saying there was a fault on my line...Sent round an engineer - the wrong type...the engineer said they should have sent a broadband engineer..Plus net are now asking for £50 call out...i had to find my own engineer to sort out the problem...plus net need to pay me £50 compensation, not make me pay for their mistake.....Very bad customer service, get fobbed off all the time...What has gone wrong with their service?
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-04-23
- Comments
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The customer service team was fine. Wired Internet speed is as advertised.
The Plusnet One home wireless hub is complete garbage with rubbish signal.
Switching from TalkTalk the signal is significantly worse. The signal does not travel far or though walls like our previous router and it is very dependent on the directions it is facing. If you don't have it in a far corner of your house then half your house gets no signal! But, the range is so poor you won't get signal the other side of your house anyway. I have had to get ethernet over power adapters to compensate for how bad the Plusnet one home hub is. My advice, go with TalkTalk, just as cheap with a much better router.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-04-03
- Comments
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Complete rubbish service, I had broadband and my mobile with them. When I moved, I cancelled my broadband, they cancelled my mobile by mistake, then tried to charge me for cancelling the broadband again! The signal in the mobile is appalling, nobody can phone me, or I can’t phone out. The broadband speed is about as fast as the old fashioned dial up.
- Location
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- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2017-05-10
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2015-02-26
- Comments
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Great when the company started up, but much growth within a short period has resulted in appalling customer services - all areas. They are just too busy to respond or assist, that's when you finally manage to get through to them. I have recently complained by email to Chief Executive.
- Location
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- Location
- Camborne
- Reviewing
- Plusnet
- Date
- 2020-05-08
- Comments
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Reported a problem with loss of internet. Had a reply and help immediately. Also emailed us advice if problem returned..First class Service as always ..
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2023-04-21
- Comments
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If I could put a minus figure, I would give plusnet a minus. We took out a broadbrand contract with Plusnet, due to circumstances we had to move within 6 months of starting the account. We provided a change of address and asked if we could continue with them at the new address. We were told there would be no problem. We were then told we had to pay £173 cancellation fee, we disputed this and Plusnet apologised. A few weeks later £173 was deducted from our account, without notice. We have been fighting for a month to get that back. We have had numerous phone calls with Plusnet and passed from pillar to post. We have now had enough, we do not recommend anyone goes with Plusnet!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2017-09-14
- Location
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- Location
- kent
- Reviewing
- Plusnet
- Date
- 2016-10-31
- Comments
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Utter rubbish company!! Mess up an order to upgrade, then cut you off for nearly TWO WEEKS!!! Threaten you with charges if our fault. But don't help when it's theirs. Hours spent trying to talk to them. Nobody knows what they are doing. Total shambles. Do not go near them. Four engineers came, none knew what had happened before. Avoid at all costs!!!!
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
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Don't bother!
I originally moved to Plusnet because it was cheaper than BT; I could get through to the call centre; and I could understand what the operators were saying.
Until recently we could not get fibre broad band in our village. Plusnet's speed and reliability was much the same as that provided by anyone else (i.e. pretty lousy).
I tried to upgrade my package to fibre broadband about three weeks ago, but after to 20 minute waits, I gave up. So I moved to Vodafone (they answer when called). Plusnet has sent me a bill that appears to take me beyond my contract period. I have tried to query it, but cannot get through within a sensible timescale (30 minutes wait).
So my advice is to use/move to a provider that has sufficient staff to answer the phone within a reasonable time.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
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Don't bother!
I originally moved to Plusnet because it was cheaper than BT; I could get through to the call centre; and I could understand what the operators were saying.
Until recently we could not get fibre broad band in our village. Plusnet's speed and reliability was much the same as that provided by anyone else (i.e. pretty lousy).
I tried to upgrade my package to fibre broadband about three weeks ago, but after to 20 minute waits, I gave up. So I moved to Vodafone (they answer when called). Plusnet has sent me a bill that appears to take me beyond my contract period. I have tried to query it, but cannot get through within a sensible timescale (30 minutes wait).
So my advice is to use/move to a provider that has sufficient staff to answer the phone within a reasonable time.
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2015-01-14
- Comments
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Not very often do you find a review to say they're having a good experience with a provider, and I've definitely had bad experiences in the past with different ones I won't comment on.
I've been with PlusNet now since Aug 2014. The set up was very smooth, I did it online. I was asked to pay a months worth upfront, which I paid there and then. They sent a confirmation email almost immediately. A week later they sent the set up box containing everything I needed, but was asked not to plug it in until the date they requested, I think it was around two weeks after. I plugged it in on that date and I've not had any problems really.
We have 7 devices connected wirelessly to it and a console connected via the Ethernet cable, granted not all at the same time but there really hasn't been a problem with the connection and speed. It always goes as fast as the device will keep up with. It's very reliable and even when going out of range which is usually around two doors up when standing outside, as soon as you walk back into range you're connected again.
I've not had to contact the customer services up to yet so I can't comment on that part, but as far as my bills are concerned they're the same amount every month, which is the amount I had agreed to when signing up and it's taken out on the same day every month.
- Location
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- Location
- Trimdon
- Reviewing
- Plusnet
- Date
- 2016-01-13
- Comments
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Thought TalkTalk was Bad .
They great compared to this shower .
Pay for Super fast and get 4m
Avoid at all costs
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2022-04-29
- Comments
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Terrible.
It's my elderly Mum's account and we moved from PlusNet to John Lewis exactly a year ago - it even says on the plus net account this is the case - but have found out that she was being charged by plusnet as well! Customer service... well, after waiting over 30mins I spoke to an advisor who told me there was no way this could happen, asked to be put back on hold, then cut me off.
Mum is down £211.99 and I'm still trying to get hold of them. This is after a year of bad billing and all manner of mistakes by plusnet previously.
If you want to keep sane, stay far far away from this shambles of a company.
- Location
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- Location
- Hamshire
- Reviewing
- Plusnet
- Date
- 2015-11-27
- Comments
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Totally rubbishy .I wanted forty five minutes nobody answered the phone .This is the common promblem
- Location
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- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2019-04-24
- Comments
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I have been a broadband member of plusnet for many years. At the end of my contract no review took place and I ended up paying more for the same package. They told me account review is only for new customers. I did overlook this and gave them another chance and upgraded my package with them to fiber plus. Max download speeds of up to 80mbs. My broadband speeds have now gone down for some reason to 12mbs. I called plusnet and they told me that the order was processed incorrectly and that I was placed on the wrong package. They were still however charging me full price. No compensation. This seems to be FRUAD in my humble opinion.
- Location
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- Location
- Mitcham
- Reviewing
- Plusnet
- Date
- 2018-10-28
- Comments
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my internet is down since 15th oct and customer service giving team excuses everyday over 2weeks since then. please see below email i have received today.
Thanks for your call
As we discussed over the phone you are going live on the 1/11/2018 i do apologize for this , but there is no quicker way of getting you live and for that we can apologize , if you have any other queries feel free to contact us.
- Location
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- Location
- Baildon
- Reviewing
- Plusnet
- Date
- 2017-11-15
- Location
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- Location
- durham
- Reviewing
- Plusnet
- Date
- 2017-02-20
- Comments
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BEWARE!!!!!! Utter rubbish. applied to have account transferred Over on JAN 17...took £31.99 OUT OF MY ACCOUNT ON FEB 2, and on Feb 20 still no connetion....said there was 2 lines into my home which was holding up the transfer .. (been here over 20 years and it`s the first i`ve heard of it)...ended up cancelling today....lets see how long it takes to get my £31.99 back.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2018-03-16
- Comments
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Absolutely awful experience from the day I joined Plusnet. I have had connection problems, then staff failing to adjust settings at their end after saying they had, upgraded package not being actioned but taking the money for it, and now they are billing me for more than
agreed, I have been on the phone with them and tyhe agent has just acused me of lying about everything. He was speaking total rubbish, and even told me he knew better how the direct debit system worked than I did despite being a bank employee. Agent was very aggressive and angry on the phone, and even phoned me back after I told him i had enough and was hangig up, I presume to harangue me further. Luckily for me I have a call blocker, and he was presented from doing so. I joined because they advertise "award winning customer serive" this is a blatant lie, and their customer service is truly awful. I now have months of paying over the price I agreed for a terrible service. I had to have Openreach engineers out twice, and the second one was not authorised to work on the wiring in the building, despite Plusnet being adamant the problem was in the house, which it turned out not to be. I will never ever use plusnet again. They are by a mile the worst ISP I have ever used.
- Location
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- Location
- Swanage
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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Plusnet were pretty good except if you have a problem they take between 15 to 35 minutes to answer a call..tell you its sirted abnd then you get emails and texts sayi ng you havent paid .. so another 40 mins holding and you say ill send an email..that way we all have records..simple.. except broadband supplier Plusnet dont accept incoming emails.. has to be done by post.. what an awful company to do business with
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2017-01-17
- Comments
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Absolutely diabolical. My signal strength is constantly up and down like a yo-yo. It once took me 4 days to speak to someone who was no help whatsoever. I was told by someone that if I paid extra and upgraded my router I would receive a better service. That is not the point. I am paying for a service which is totally unreliable. Be very aware.
- Location
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- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2018-12-19
- Comments
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I left Plusnet over a year ago terminated my account in the correct manner and paid my final bill . I have received several emails and texts informing me that I will not be getting broadband or my phone service due to me not paying my bill . I have had several as in 30 or 40 of these which I have responded to which I was informed it was there fault as they had not closed my account properly , and they would do it there and then and cancel any charges, which there are non anyway it was due to them not closing my account properly . Again today I received a text and email starting I owed £1.23 I was informed if I paid this it would close my account once and for all . I have paid this but I can inform you Plusnet I believe you must owe me somewhere in the region of €25 plus in phone calls and hanging on to hear your poor excuses . If I have an email or a text from you in the future . I will go to the ombudsmen . YOU ARE HARRASSING A CUSTOMER WHO LEFT OVER A YEAR AGO AND SETTLED ALL OUTSANDING DEBT .
- Location
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- Location
- Herefordshire
- Reviewing
- Plusnet
- Date
- 2017-05-03
- Comments
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In Jan 2016 we were contacted by Plusnet by e-mail stating that they could provide super-fast Broadband. We checked on their broadband checker, part of their website and this said that we could receive this service. On this basis we signed up to transfer our phone and broadband services to Plusnet. This was set to transfer acreoss on 24th Feb 2016.
On this date the phone service transferred across, but the Broadband Service failed to materialize.
We had been mis-sold this service, it was not actually deliverable to our area and due to a number of problems re-connecting us we were subsequently without broadband until 15th March 2016.
Our business is Web Design - this totally relies on Internet connection and being without broadband from 2th Feb to 15th March almost put us out of business.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2020-12-07
- Comments
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I have just cancelled my PlusNet account due to the thoroughly awful time I have had trying to get my service restarted after moving to a different room in the same building. Three phone calls of well over 90 minutes , talking to a dozen different people and being told time and time again how 'sorry' they are and that they will 'look in to it', I have finally had enough. I strongly advise anyone planning to go to PlusNet to think again.
Yes, they may be low priced but their customer service is shocking. One person on the phone transfers your call to the next department without telling that department why you are on the phone and so you have to begin the process again.
I don't know where they got their award for Customer service, but to me it is a joke.
- Location
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- Location
- Perth
- Reviewing
- Plusnet
- Date
- 2018-04-14
- Comments
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Still harassing me with calls and letters over what they say is an outstanding amount. Despite 3 calls and each time they admit this is their error and they will have it sorted out. ABSOLUTE IDIOTS.
- Location
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- Location
- Potters Bar
- Reviewing
- Plusnet
- Date
- 2021-01-16
- Comments
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Echoing other customers here in saying Plusnet used to be good but they are awful now. Internet up and down all the time. Customer service terrible. Booked engineer never showed up, no apology. We are leaving.
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-04-26
- Comments
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Despite many bad reviews on plusnet I made the move 4 months ago because I thought nothing can be worse than BT who I spent over 30 hours on the phone to trying to get what I was paying for, plus 3 engineers in the house. BY actually cut off my phone line 3 days before the switch to plusnet and plusnet came to fix that instantly once I had figured out what was going on. The switch was really easy (and I get easily annoyed with stuff like that!) and we have had no problems with it at all. We are three fairly heavy users in the house, two teenagers gaming and one doing a lot of website work with a lot of uploads. With BT we used to have a definite throttle on weekends, especially Sundays and their latest router wouldn't reach as far as my office (in a tiny house) and I needed a wifi booster. Now all this is fine and we couldn't be happier - and we are paying less too!
- Location
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- Location
- anglesey
- Reviewing
- Plusnet
- Date
- 2015-03-17
- Comments
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We have reoccurring problems with our phone line. To get hold of customer service isn't very easy. It takes week over 24 hours for them to really to an email and you wait for up to an hour to speak to someone on the phone. I can't wait for our contract to come to an end!
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
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AVOID AVOID AVOID. These people are completely inept. I haven't had a reliable broadband service since the beginning of the year, and after hanging on the phone for 30 minutes plus every time I ring to tell them about it, they fiddle around and supposedly fix the fault. Then a week later its the same again. I rang to cancel my account back in July and was persuaded to go over to fibre which I was told would sort everything out. It didn't - I just pay more, and now they are trying to tie me in to the 24 month contract I only took out on the basis it would solve the problem. I am now in dispute over their termination fee. Money for nothing, that is.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2017-02-03
- Comments
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Had for 2 weeks is great when it works it just doesn't work most of the time yes it's cheaper but you get what you pay for I would stay away can't wait until my contact is up
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2019-06-28
- Comments
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They hide the upload speeds from customers and are really careful not to mention it when you sign up. That's because it's 0.5 mbps!
Half a meg ffs. What use is that to anybody? Absolutely painful. Takes takes upto 5 minutes to upload 1 photo, and download speeds drop to a similar while things are uploading so if you want to upload anything at all your computer is virtually out of action while doing so. Useless. Totally utterly useless.
- Location
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- Location
- redruth
- Reviewing
- Plusnet
- Date
- 2015-07-29
- Comments
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plusnet dont even deserve single stars. service from start to finish was dreadful. keep me waiting 3 months to set up broadband and phone with countless excuses. broadband speed was never over 2mb. countless months of incorrect billing. and never keeping me informed of progress of problems. and if they didbother it was a feeble text even after being reassured i could speak to a person!! No matter what day or time you called the wait time was always 15minutes!!! So glad when contract ended. however getting refunded money owed to me was just as stressful. I Will never recommend them to anyone! They do not deserve their 'Which'award for customer service.
- Location
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- Location
- Frodsham
- Reviewing
- Plusnet
- Date
- 2024-02-09
- Comments
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Really poor customer service- William was not at all helpful.. I have been a loyal customer with Plusnet . I must have come out of 18 mth contract no notification and my bills nearly doubled . Explained to William customer service assistant no refund allowed , not interested .Response must have gone to your spam. In the current economic climate the company should be a little more empathetic. Company must be inundated with customers as they are not interested in retaining them!!!!
- Location
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- Location
- N11, London
- Reviewing
- Plusnet
- Date
- 2017-09-18
- Comments
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I switched providers. Switche to Plusnet. So far terrible experience. Sales support chat was amazing - no wait, responsive and adequate agent, I signed up, as provider was also recommended by a friend. They said activation will happen within 2 weeks. Of course it happened on 14th day. Only at 8 pm I received confirmation that I can use internet. Router couldn't connect to broadband. 30 mins in chat queue, then chat closed. 45 mins in phone queue, guy responded, said he couldn't fix right away, filed a request obviously to 2nd line of support, said best case scenario is within 2 days without my intervention it will be fixed. Worst case scenario, in 2 days they will call be to set an appointment for engineer to come and fix. I can only imagine how many weeks it will be queue for appointment. I can't work from home, kids can't do part of their homework. Worst experience ever. If they at least warned that there will be downtime , I would have prepared, but when there is a customer issue for service nowadays critical, I expect them to react swiftly. So far only robbing people of money and disturbing normal lives. Extremely disappointed.
- Location
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- Location
- Wetherby
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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Can't fault them, the phone package was connected a day early and so was the ADSL. I was kept informed all the way by text and e-mail and the speed is faster than my previous ISP (Sky).
The icing on the cake is the money I'm saving as well!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-03-28
- Comments
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Slow, intermittent and unreliable internet. Washing movies online, even a 720p or 480p low resolution on youtube, has become a painful experience since I moved to Plusnet. I was previously with Sky and the year before with Talk talk, and never experience such low speeds. Pages are taking ages to load, it is making me feel I am back to early days of dialup internet. I was trying to save some money thinking I was getting a good deal, as speed promises where the same as my previous providers, but now I realised I made a really bad move. I want to go back to 2016 with fast internet! I think I will need to take it to ofcom in order to get out of this contract. PS; speed was fine on the first 3 weeks which included the 2 weeks trial period. Unfortunately, the starting reliable speed and connection was only a trap. Download speeds are not varying in between tests from 7.22 down to 2.33. But the graphics show a very unstable image every time.
- Location
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- Location
- Flintshire
- Reviewing
- Plusnet
- Date
- 2019-04-01
- Comments
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A few days in to using PlusNet and I wish we had never switched. I need reliable connection so I can work on my laptop, listen to the radio and to check on my dog via the camera when I am out. So far this morning the router has lost signal twice and it’s 8.10am. Pretty unimpressed.
- 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.