3,751 Customer Reviews over 94 pages
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- Location
- walsall
- Reviewing
- Plusnet
- Date
- 2017-09-27
- Comments
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abso;ute rubbish customer services,waited over 40 minutes to be connected for an online chat about my billing ,then got put through to another department were i waited another half hour ,then after a few words got cut off ...role on the end of my contract ....
- Location
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- Location
- Waltham Abbey
- Reviewing
- Plusnet
- Date
- 2018-11-06
- Comments
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If I could give zero stars I would. A scam outfit. I paid for a service I didn't receive and had to pay to leave the contract. A bunch of thieves and shysters.
- Location
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- Location
- walton on naze essex
- Reviewing
- Plusnet
- Date
- 2016-12-23
- Comments
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I decided to to a house move with plusnet wish i not done it as the speed was slow because at peak times they reduce speed did not have fibre moved but there was a delay on connection telephone kept getting different answer when finally get connected after few weeks speed is very slow as i am in rural area only getting between 4-8 mgb sometimes cannot use it telephoned offered me fibre but only with 24 month contract do not want to be with them read reports on here where other people taken fibre at extra cost and still getting only adsl speed which slow and being charged for fibre so when my contract ends in november next year will finish with them
- Location
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- Location
- Walton on Thames
- Reviewing
- Plusnet
- Date
- 2022-04-08
- Comments
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Horrendous- cuts out every 10 minutes on fibre service. Impossible to work from home. Can’t wait till my contract is up.
- Location
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- Location
- Walton-on-Thames
- Reviewing
- Plusnet
- Date
- 2020-03-02
- Comments
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Very poor service - DO NOT TOUCH, arrogant and patronising customer service, shockingly low broadband speed (2 MGB for 30 guaranteed!!!). 0 Broadband reliability - you are constantly cut off from network!!!! AVOID!!!
- Location
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- Location
- Walton-on-Trent
- Reviewing
- Plusnet
- Date
- 2020-04-26
- Comments
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Swapped from sky (kept putting price up) plusnet promised 67mb for what I was pay the same price to sky for 36mb - rarely get more than 25mb varies constantly between 25 & 50mb certainly not as reliable as sky hub by a long shot
- Location
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- Location
- Walton-on-Trent
- Reviewing
- Plusnet
- Date
- 2016-12-12
- Comments
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My estimated line speed is 54-71 Mbps i signed up for up to 38Mbps and plusnet sent me an email saying my actual linespeed is 21Mbps nearly half of their estimate when selling it to me - talk about fraud - Why oh Why did i sign up for 18 months? cant wait to go back to Sky they dont throttle you at peak times.
- Location
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- Location
- Wandsworth
- Reviewing
- Plusnet
- Date
- 2021-06-02
- Comments
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Our broadband was ordered to activate on 26th May, today is 2nd June we still don’t have an internet connection. We called Plusnet many times and their answers are all contradicatory and they don’t seem to know what was the exact issue. It’s so irresponsible and incompetence.
- Location
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- Location
- Ware
- Reviewing
- Plusnet
- Date
- 2017-11-11
- Comments
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This was the worst decision I have ever made never.......ever join plus net your life is going to be very difficult....I have taken out fibre broadband and never worked properly I tried to cancelling they come up with huge bill customer service is woefull never give you any answe idiots
- Location
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- Location
- Wareham
- Reviewing
- Plusnet
- Date
- 2016-09-23
- Comments
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Initially Plusnet was good, although my internet was always slow on a Sunday maybe because it was peak. If you are late with payments they sa they give you 14 days which is no way true you can just about log onto fb but you can't do anything else. My internet has been going in and out of service for over a week now after a call wait 3 times of over 50 minutes and the service is still no better I have gone with someone else. The call wait time alone is ridiculous and then for the customer service to pass you around to wait longer and the issue is still not resolved just made my mind up. Don't bother using this company.
- Location
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- Location
- Warminster
- Reviewing
- Plusnet
- Date
- 2015-03-18
- Comments
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Switched to Plusnet from another provider. Wish we hadn't. Have had no business broadband for two days and still waiting for new router. they disconnected all our phone lines yesterday so had no business phones all day. (Our phone supplier sent an engineer straight out not Plusnet!)Still can't receive incoming calls on our broadband line which is also our fax line. Nightmare goodness knows how much business we have lost. Still waiting for a new router, our previous company sent theirs out in good time for the switcover, not so Plusnet. Wish I had never heard of them.
- Location
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- Location
- Warminster
- Reviewing
- Plusnet
- Date
- 2021-07-12
- Comments
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Really bad. Broadband was mostly unavailable for a brief time I spent with plusnet, with the blame being put on anything from highly traffic to winds. I never had any issues with previous or current provider.
Customer services put the phone down on you when they don’t like conversation. Finished of with cancellation fees that I tried to pay within time limit advised, but it has already been forwarded to debt reclamation agency so waiting for more fines.. never again
- Location
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- Location
- Warringon
- Reviewing
- Plusnet
- Date
- 2017-03-02
- Comments
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Avoid joining this company from my experience. It takes at least 30 mins on each phone call to customer service.
The broadband order was 4 weeks delayed and I had no internet connection in the meanwhile. It was very stressful transaction!
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
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Avoid like the plague. Kept on hold for average of 30 mins for every call. Three engineer visits booked but failed to turn up. When you ring to check that engineer is on his way your told they can not check until 6pm. When it gets to 6 pm they tell you they will contact open reach to find out why it was a no show. Next thing call from an Indian call centre to book yet another appointment and the cycle starts again! No one takes ownership and the complaint procedure is laughable.
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2017-04-13
- Comments
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Overall their antiquated systems which seemed modern in the earl 2000s means service is now terrible. It isn't scaled to cope with modern use, the router is flaky and it has obviously become BT's view of giving out cheap broadband without taking away from their brand. Wont be choosing them again.
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2021-08-30
- Comments
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Worst mobile and broadband service I have encountered in last 10 years! Staff are incompetent and in cases actually lie! Made manager listen to call and confirmed this despite initially trying to excuse it. Routers are substandard and was offered £60 to buy my own after the 3rd replacement!!! Avoid this company at all costs
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2016-09-10
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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I have had nothing but reliability troubles for weeks. If you try to complain you are put on hold and then if you eventually get through they want to put you on to another department which again has a hold period. As someone said previously there is no minus category. Do not go with PlusNet, The word rubbish is too high a category for them. I am changing to another provider, even if the service is as bad it is only half the cost. Avoid PlusNet.
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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I have had nothing but reliability troubles for weeks. If you try to complain you are put on hold and then if you eventually get through they want to put you on to another department which again has a hold period. As someone said previously there is no minus category. Do not go with PlusNet, The word rubbish is too high a category for them. I am changing to another provider, even if the service is as bad it is only half the cost. Avoid PlusNet. I wonder if this can ever be sent????
- Location
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- Location
- warwick
- Reviewing
- Plusnet
- Date
- 2017-07-31
- Comments
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they took over my phone lines but because 'their supplier was late transfering the account' I got to pay an full month to the old company, as well as a month less 5 days to plusnet, when I complained it took 1 hour and forty one minutes on their chat line before the words above were admitted but there was nothing I could as they were not allowed to give me the suppliers details.
- Location
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- Location
- Warwick
- Reviewing
- Plusnet
- Date
- 2018-09-26
- Comments
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I have never received customer service like this before. Ordered broadband for 12 months at discounted rate by paying in one lump. Continuous string of delays and fob offs that the broadband can't be set up. Phone line was set up quickly however, and Plusnet wanted to charge for the phone line over the six weeks without internet. A very obnoxious customer service agent shouted at me on the phone to tell me that I have to pay for it, whether I wanted it or not. Even though I only needed line rental for the broadband, and their welcome email stated that they would be set-up at the same time. When I cancelled the order and went to Sky (who were very good and set me up with good service in less than two weeks with a price match), they didn't pay my refund. Everytime I contact them, I receive the same string of excuses as to why they haven't been able to pay. They have been sitting on my £200 for 4 months now, and I still don't have it back. They are very difficult to get hold of - you have to sit on hold for a long time, and when you get through, the person answering the phone doesn't have the information needed to answer you and simply opens an online 'question', which repeatedly gets put on hold for a week at a time. I have had to go through my credit card provider to claim the money back from them, as I have had no success myself, and feel like I am banging my head against a brick wall. My advice - do not touch this company with a barge pole! Go to Sky instead - they know how to speak to their customers politely as well.
- Location
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- Location
- Warwick
- Reviewing
- Plusnet
- Date
- 2015-04-12
- Comments
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Cant fault them. Better than bt.
- Location
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- Location
- Warwickshire
- Reviewing
- Plusnet
- Date
- 2018-11-05
- Comments
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very poor broadband speeds - drops to zero frequently. Tech support terrible - always have to wait at least 30mins to get through. Have had this problem for 4 months with no resolution.
- Location
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- Location
- Warwickshire
- Reviewing
- Plusnet
- Date
- 2016-09-23
- Comments
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Signed up, had an issue so had to call before my changeover date. 40 minutes on hold and decided to bail as not my idea of customer service!
- Location
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- Location
- Warwickshire
- Reviewing
- Plusnet
- Date
- 2019-06-24
- Comments
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From the outset Plusnet have been underhand, unreliable and I would not recommend them to anyone.
To contact customer services requires you to hold for min 20 mins on a premium number. To port my landline number took over four months. Broadband speeds were terrible. Having left, they carried on billing me!
Just terrible, avoid at all costs.
- Location
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- Location
- Warwickshire
- Reviewing
- Plusnet
- Date
- 2018-08-01
- Comments
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Do not use this company
I mistakenly signed up for fast fibre broadband on 12th July and now on the 1st August I have no broadband and little prospect of it till 8th August. This is because of the incompetence and lack of interest on behalf of plusnet to deliver the appropriate router.
Customer Services have been trained to say how sorry they are in 100 ways but no training on how to resolve a customer complaint. Pathetic, but what do you expect from a bt company
- Location
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- Location
- Watermillock
- Reviewing
- Plusnet
- Date
- 2022-06-15
- Comments
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Reported a problem. Advised line fault was identified. Advised of fix date and to instructed to remain in on this date. No further communication and problem still exists. Speed of .73mbs which was previously 10mbs. Maybe not their fault, and maybe down to Openreach, but I will move asap to a few company that provides feedback and updates. I guess you get what you pay for!
- Location
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- Location
- Watford
- Reviewing
- Plusnet
- Date
- 2016-10-29
- Comments
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Terrible service. Terrible connection. Terrible customer support. Unfortunately, I would encourage everyone not even think about getting Plusnet as an internet provider.
Moreover, I am happy that I got internet connection at all. It took three weeks, six (yes, six) hours of waiting on phone to get to customer service, in order to force Plusnet to provide me internet connection that I am paying for!
The bad review of Plusnet can take as long as the entire Lord of the Rings trilogy.
Don't get Plusnet - you have been warned.
- Location
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- Location
- Wellesbourne
- Reviewing
- Plusnet
- Date
- 2018-09-06
- Comments
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Switched to save a few quid a month on broadband costs£23.99p instead of £31.50p for John Lewis. Ended up with bills for £94.93p for the first month because no one would cancel the JL despite me phoning and doing so four times in six days. Still don't know how they figured I owed that amount. Plus Net helped themselves to two random amounts via direct debit,in the space of a week from my bank account for services I was not getting. Spent hours and hours on the phone to both parties trying to get some sense out of them to no avail. Longest wait to speak to some one? 46 minutes!!!! Made 12 phone calls before finally cancelling after the router stopped working. The final straw that broke this camels back. Still waiting for refunds from Plusnet and JL,not holding my breath. An absolute shambles. Do all the "customer services" people at these companies(same people for both) have degrees in incompetence from the university of Couldn't Care Less?
- Location
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- Location
- Wellingborough
- Reviewing
- Plusnet
- Date
- 2020-09-13
- Comments
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The worst broadband privider ever! One star of rating is to much. When I'm not using the broadband light on device is blue. When I turn on my laptop, router starts flashing orange. I'm going to leave company and I'm not going to pay any leaving charge.
- Location
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- Location
- Wellingborough
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Location
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- Location
- Wells
- Reviewing
- Plusnet
- Date
- 2016-01-03
- Comments
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Shambolic service. To cut a long story short Plusnet failed to send a router on time. They failed to connect my broadband on time. They failed to inform my existing supplier that I was moving to them. Their customer service wait times often run to an hour and their 'Live Chat' is unavailable for hours at a time. They have cost me hundreds of pounds and I wish I had never transferred to them.
- Location
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- Location
- Wells
- Reviewing
- Plusnet
- Date
- 2016-01-03
- Comments
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Shambolic service. To cut a long story short Plusnet failed to send a router on time. They failed to connect my broadband on time. They failed to inform my existing supplier that I was moving to them. Their customer service wait times often run to an hour and their 'Live Chat' is unavailable for hours at a time. They have cost me hundreds of pounds and I wish I had never transferred to them.
- Location
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- Location
- Welwyn
- Reviewing
- Plusnet
- Date
- 2018-06-05
- Comments
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Terrible. Disconnected me without authorisation and now have to wait 10 days for reconnect with no compensation. Avoid at all costs.
- Location
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- Location
- Welwyn Garden City
- Reviewing
- Plusnet
- Date
- 2018-08-13
- Comments
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Since I joined Plusnet last October I had to make repeated complaints about broadband service quality which is terrible. Use the ombudsman to leave Plusnet without penalty.
- Location
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- Location
- Welwyn Garden City
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
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Very slow broadband speed, very over priced, managed to leave after having to stay with them for 3 years on a contract so we didn't have to pay a leaving contract fee, then get a notice saying that we still owe them £83.31. Still trying to get through to them to investigate why this has happened. WORSE BROADBAND COMPANY EVER! DON'T USE THEM!!!!
- Location
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- Location
- Wembley Greater London
- Reviewing
- Plusnet
- Date
- 2020-08-22
- Comments
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On joining prices very good, customer service excellent, but after two years of loyalty, prices three-fold, customer service fair, and recent speed a tenth of those promised.
Still better than BT!
- Location
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- Location
- West Berks
- Reviewing
- Plusnet
- Date
- 2017-08-24
- Comments
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We have had ongoing problems with plusnet for some years, their problem is probably with BT but then BT own the lions share!
Latest input:
We have a partial phone service after 6 days without, still back ground noise, however our Internet hardly works with a download speed of 0.09 and an upload speed of 0.23!
I sincerely hope that they will apply some urgency to these issues and also to receive some form of response from them after days of silence!
- Location
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- Location
- West Berkshire
- Reviewing
- Plusnet
- Date
- 2018-07-21
- Comments
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I've given 3 stars purely because they're not as bad as companies like TalkTalk. I had endless problema trying to get Plusnet to refer a fault to BT, they eventually did and now fixed.
In brief, after days of them fobbing me off saying things like "see how it goes" they did a proper line test and established there was a fault and a BT engineer would need to be called. Then bounced me round the houses. After about 2 hours on hold and spoken to about 4 people they said they would refer this to their fault diagnosis team and I'd hear back within 3 days if they'd found a fault, this despite them already having confirmed there was a fault.
Several people later and me not taking no for an answer and just ringing up and speaking to someone else, I eventually get through to someone who knew what they were doing and he sent this for a BT engineer who came a few days later and fixed the problem.
- Location
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- Location
- West Berkshire
- Reviewing
- Plusnet
- Date
- 2017-01-31
- Comments
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Started off well but has deteriorated.
I was initially very pleased with the service. It started out well with download speeds of up to 9 Mbps (slightly over the promised 7-8 Mbps). This further improved to 16 Mbps when the local exchange was upgraded in early 2016. However since late November the best speed has been a consistent 5.5 Mbps.
Having had to wait 40 mins on the phone to report a line fault (a faulty connection on the overhead line rectified by openreach) I was not keen to repeat the experience to discuss the slow speed, so looked for an email address instead, only to discover there isn't one!
So their "award winning customer service" boast rings somewhat hollow with me.
To be fair I have had no problems with reliability (apart from during the line fault for which they can't be held responsible), so it's such a shame about the loss of speed and poor customer service.
Gigaclear have just brought fibre to the village, so when my line rental runs out in a few months I intend to give them a try unless the situatin improves.
- 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.