3,751 Customer Reviews over 94 pages
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2019-08-06
- Comments
-
Why you have to avoid PlusNet with any cost!
Guys, I order broadband from Plusnet at 5/6/19 and they install it on 27/06/19, I say ok this is a normal process they are busy etc, no complaints about this delay.
Then I start using my broadband and I never reach the minimum guarantee speeds they offer since today 8/6/19, let's take the story from the beginning.
When the engineer comes and install my line, the average speed was 0.78 download with 800+ping, after one day I call the customer support and they told me that need a few days to be established, I was waiting another 5 days the same, after this and from 5/7/19 I start to call them every day(spending around 30 mins each call), I upload 3-4 speed test from BT wholesale wired with my router as they suggest me, and still do the same till today.
Some times they told me that can see the fault, others they told me that I have 7-8Mbps speed and my internet is fine, they booked 5 times until today an engineer to come and check the problem but the engineer never comes, they say it was external problem and now is solved, unfortunately still have 0.48 download speed with 800+ping.
I told them guys as you are not able to fix the problem after all these times and after spending hours to discuss about this (and I mean many hours), please cancel my contract and they say that they have to charge me or they can offer me faster broadband, as they can’t find a fault.
The funniest part is that
They delete all my previous messages with all discus we had via their website( extra time for this) and they say that they can't find any older complaints about my issue. Luckily for me, I have printed all the conversations I had with them, all the speed tests I run and show to them, and now I am looking to find all the agencies they are involved with broadband providers and make an official report about Plusnet.
So if you don’t have time to waste, find a proper provider, this company takes 0 ratings from my side.
Any suggestions about where I can report them, feel free to reply
Thank you
- Location
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- Location
- Lincolnshire
- Reviewing
- Plusnet
- Date
- 2016-04-09
- Comments
-
Awful customer service and extremely long holding times to get through to somebody.
We experienced problems from the start (joining date was extended due to "problems" from 9 to 30 of October), contradictory and incorrect information throughout when we experienced any problems. Took money off us for the deliver of a fibre optic router then when chased for the service said they were unable to provide it!
- Location
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- Location
- Brixton
- Reviewing
- Plusnet
- Date
- 2016-05-11
- Comments
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Their website said we could get 80 MBPS broadband. After we signed up, they said we could only get DSL. But they said it would be 10-19 MBPS. It's actually less than 2 MBPS. They are liars. Don't trust their website, they will say whatever it takes to get your business.
- Location
-
- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2015-04-09
- Comments
-
Comparing speed and reliability with a neighbour on bt, it is clear to see plusnet have the worst speeds around (i have talked to people with virgin etc). Our average is 1200 ish ping, 0.12 mega bits/second download and 0.015 mega bits per second upload. We pay for far more than this, and I don't think this is technically broadband so they are lying on that part. dial-up looks like a better option at the moment. The customer service takes around 40 minutes to an hour to respond and blame it on us, who have spent alot of money upgrading routers etc. In my opinion, be very very wary of what they say, I bet the speeds are UP TO 2mbs
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-08-16
- Comments
-
Signed up with Plusnet 3 weeks ago. Still without internet as they haven't even placed the order yet!!
It took them 2 weeks to activate a phone line that was already active with a working number.
Every time you contact customer support they palm you off and transfer you to a different department.
Currently have no idea if/when i'll be getting internet and this is badly affecting my work.
They were quick enough to take my money but haven't delivered on any promises so far.
Avoid at all costs, Pay a little more and go with a more reputable company.
- Location
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- Location
- London SW
- Reviewing
- Plusnet
- Date
- 2019-08-24
- Comments
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They connections is okay, nothing really special, slower in busy times, but more about company you will know when you want to move or switch, they charge you line rental even when you do not will be usning it, and it is write with invisible small letters in the terms and conditions, also they will apply £40 of early cancellation fee for breaking the contract, so in total offer online was £21, but after my calculations how much we just paid them it is £41/pm.
SCAM AVOID THEM AT ALL COSTS!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-01-03
- Comments
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Great Service, whats not to like but the price...They favour new customers so I am forced to leave.
- Location
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- Location
- Northwich
- Reviewing
- Plusnet
- Date
- 2020-07-19
- Comments
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Always look at recent reviews. Date of review 19/07/20.
I was with plusnet for a couple of years about 5 years ago. They were up to their usual tricks of purposely overcharging on their bills. But I could get through to customer services and every time they did issue a refund (3 times in 2 years). This was pretty poor but at least the broadband worked and the customer service was acceptable.
Tried to switch to them last week and my goodness are they in a pickle right now (possibly due to covid?). Attempted to switch online. 2 weeks later when the switch was due we had not been sent the router, had not had any communication at all and the switch did not take place. Called up and I was on hold for over an hour (genuinely!), and was given some bs about how openreach had messed up and that it would need to start the process again. Well I wasn’t silly enough to stick around with this fiasco, so I told them no thanks and to cancel the switch. And what was particularly strange was that the man on the phone seemed pleased for me to say I was off. Like as if the management has been so bad and the poor man felt guilty about how badly the customers were being treated so he more than happy to process my refund straight away. His tone of voice changed as if some joy came to his life from it!
Anyone reading close to the date now: management are in a right mess. Staff and customers are being treated extremely poorly. Stay away from at all costs. If you are currently with plusnet please be nice to the staff as they are probably victimised as much as you. God bless.
- Location
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- Location
- Hildenborough
- Reviewing
- Plusnet
- Date
- 2017-06-26
- Comments
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broadband cuts in and out randomly customer service is zero - basically self service - - games freeze working from home freezes - router is constantly flashing - I am currently working out how to get off them and on to another supplier without having to actually sue them, talk talk put price up so moved to Plusnet but they have been appalling even contacting them to complain is a real pain
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2015-02-26
- Comments
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Very reliable and decent speed but quite frankly the most incompetent outfit I've ever used. Had to make three separate appointments for installation, took a day off each of them and the first two they cancelled without even doing me the courtesy of informing me. When it came time to cancel they said that any outstanding bill would be resolved via Direct Debit yet I have just received an email telling me to pay an outstanding balance or it will be passed on to a debt recovery agency. Their claims about customer service are obviously the product of some jaded and sadistic sense of humour.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2019-04-02
- Comments
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Just don't bother. Set up at our new place is currently 2 days behind schedule and every time we ring for an update they've moved the goal posts- from Monday to Monday midnight to Tuesday.
This after they were terribly unhelpful with technical issues the previous year we were with them. Only reason we're still stuck with them is because we missed the deadline to back out and it automatically renewed. This year I'll be counting down the days.
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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Despite having to pay a hefty sum to get out of my contract, I recently left Plusnet due to their appalling internet supply and lack of customer service.
I could go on for hours, but briefly: the internet would drop out almost daily (which doesn’t happen now that I’ve switched providers), sometimes for hours and despite them ‘looking into it’; their online troubleshooter more often than not displayed an error message; they got my address wrong multiple times; it took an average wait of 3 weeks for an answer if you asked a question via the online customer portal; my online account details did not list a contract end date; they refused to take responsibility when called out on all these issues and didn’t even offer an early termination discount in light of all the above.
As a final kick in the teeth, when I called up to pay the final bill I was told there was a 45 minute wait to be put through to a human being! I tried later in the day and it was 30 minutes and then 15, which is still terrible.
It’s a massive relief to be rid of them and I strongly discourage anyone from using Plusnet!
- 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
- Gwent, South Wales, UK
- Reviewing
- Plusnet
- Date
- 2018-05-01
- Comments
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So, I've decided to write this review because it's past my years contract, they're about to raise the price, and I'm browsing for alternatives.
That all being said, I've mostly had a fantastic experience with PlusNet. My package promises 60-80Mbps (7.4-10MBps) download, with a 9Mbps upload. Which excluding my first month (where I was "accidentally" put on the 52Mbps package, which was quickly fixed) performed superbly. No slowdown, and when I had to contact them (online and phone), excellent customer service.
Now, if I did have to throw in a minor nitpick, I'm not a fan of the router. It's not particularly bad, but not great either. I would like to have access to more settings, including the ability to manually control all in/outbound connections, and change/configure a DNS and VPN. Not a deal breaker, but (as I mentioned) is a nitpick, and can easily fixed by purchasing a better router.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-03-07
- Comments
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Appalling Customer Service only matched by their Broadband speed and constant drop outs. One of the few Companies that have a Traffic management policy in place so you will almost certainly receive slower speeds during peak periods !
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-02
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-02
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-10-13
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2016-09-30
- Comments
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Big mistake. I signed up to fibre broadband with Plusnet and an engineer fitted the BT box 3 weeks ago. Since then I have had to call their customer care department 3 times as no router was sent and on each occasion was put on hold in excess to 35 minutes each time.
After the third call the router was delivered.
I have now installed the router but broadband is not operating at all. Once again I called customer care and this time was put on hold for 38minutes. Apparently there is a technical issue with the connection to my property but my call was disconnected so STILL NO RESOLUTION and more importantly still no broadband.
I have previously used Sky, Virgin Media and Talk talk but have never been so unhappy as to the service and customer care supplied by Plusnet. Worst service by far and I'm trying to cancel my service and attempting to receive a full refund.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-04-01
- Comments
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Service has seriously dropped off in recent months....waiting times for any technical support are ridiculous....said 15 mins, as I type this review 30 mins so far. Last call a few days ago..Technical Support guy clearly wasn't a technical person and couldn't help. Not sure what's happening at Plusnet but they're certainly not the high quality and high value provider they used to be.
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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All the time your service is working Plusnet are great but once I tried to upgrade to FTTP the problems started. I've been waiting for 3 months now and nothing works the Customer Service reps never call back and when calling them expect an hour wait before your call is answered, then follow that up with the standard response that there aren't any managers you can speak to - Plusnet couldn't give a damn once they have you on a contract, my advice is to stay well clear!
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2020-01-28
- Comments
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Lots of trouble with speeds and now billing, customer services is the worst I have ever come across, avoid this company
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-09-27
- Comments
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Mega Fast
Never Went Down Once
Cheap
Perfect customer service but bad waiting times.
BT INFINITY without the price tag basically. (same company they are a subsidiary)
- Location
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- Location
- WINSFORD
- Reviewing
- Plusnet
- Date
- 2016-04-29
- Comments
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keep well away a bunch of total idiots,
told me they would take care of my change over to them,
they did not,
lost my home phone number which i had for 30 years lost my phone line then told me i would have to pay for the re-connection £49 for there mistake,
i am now with bt and very happy ,
be aware these are a bunch of tossers and wont admit to there mistakes.
- Location
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- Location
- Addlestone, Surrey
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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Worst customer service I have ever come across - they're even worse than Talk Talk which is saying something. From the very start of the 18 month contract they got the pricing wrong. When I went to renew the contarct as I was quoted one excellent price then that was supeceded by a lesser discount and at that stage I decided "enough is enough" but they continue to excel themselves in the stupidity stakes.
Now when I am leaving them they cannot decide whether I need a MAC code or not, with one advisor saying (on the phone and by e-mail that I do) and another stating by e-mail I don't and a third muppet saying they are both right! Honestly you couldn't make this nonsense up. Moving to the parent company BT very shortly and I'm sure Plusnet will mess the transfer up as they are absolutely useless and I won't be going back to them - AVOID LIKE THE PLAGUE.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2017-08-13
- Comments
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Slow internet very slow at peak times. My smart tv apps very slow and intermitant alot of the time. I regret leaving talk talk.
- Location
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- Location
- Wimborne
- Reviewing
- Plusnet
- Date
- 2020-09-30
- Comments
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Just had to post a review as I'm so impressed. My broadband failed on Monday evening, I rang Plusnet Tuesday morning. They tested the line and found a fault. I was told it would be passed to the engineers and maybe up to 72 hours before they could get to it. I only have a smart TV and I live alone. On Wednesday late afternoon I called to see if I could speed things up. A lovely guy checked and he managed to get me a temporary fix until they get to the line. Just wanted to post to say thank you and give them 10/10.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2018-08-14
- Comments
-
Signed up to Plusnet after stressful house move, story goes like this... PN - installation will take two weeks
Me - OK fine I'll do without phone broadband until then.
Installation date comes around and take day of work and wait at home all day. No response, I call them.
PN - No sorry your appointment is tomorrow.
Me - Not good enough, why didn't you let me know.
PN - We emailed you
Me - ah yes you took down my address incorrectly.
Me - Why didn't you call me - Oh yes you took down my mobile number incorrectly as well.
PN - We can install tomorrow
Me - OK i'll check with work. I get back to them.
PN - no sorry we can't do tomorrow, will have to be in 10 days time.
Me - No apologies, really poor customer serivce and they had the cheek to threaten me with a £70 fee if I missed the appointment.
Plusnet ... they'll probably NOT do you (or themselves) proud.
You can't even contact them by email, only on-line (will not connect as they are too busy) or phone them - expect a 20+ minute wait before getting passed around like an idiot for thinking they have great customer service.
In the end went with EE - no fuss, no problem just a bit more expensive.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2023-04-20
- Comments
-
Wow plusnet, where do we begin, so we moved into our property ordered the internet for it to only be installed 2 months later, they admitted that they had forgotten about us, gave us 4 moths free, soon as those 4 months ended we went to Virgin, plusnet offer £24 at the time the contract was taken out, stating you get 26mbps, (you get 3mbps) only, 3.2 on a good day, customer services suck, having said that they are from yorkshire and that population has always tried being something it isnt, isnt that right DUCK! Quack Quack, ANYWAY STAY WELL CLEAR OF THIS COMPANY IF YOU HAVE ANY SENSE, I NEVER THATS WHY THEY GOT ME, BUT THAT WAS THEN, CHEERIO PLUSNET. THANKS FOR NOTHING.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-12-03
- Comments
-
Plusnet Joe had better start looking for a new job !
Plusnet what on earth has happened to your customer service?
Having been a customer for over seven years, I previously used to recommend them to friends, due to their friendly helpful customer service.
However due to recent supply issues and obstructive, manipulative responses received from their “CSC Analyst’s” I can no longer recommend PlusNet to anyone!
They now seem to automatically start with the presumption that any reported fault is in the customer’s premises and could not possibly be part of the external Openreach network.
There are serious problems with their communication (Lack of information and updates to their customers) and also problems with their billing system where they are charging customers the incorrect amounts and not as per their agreed contract.
I am not sure what has promoted this dramatic decline in service and current behaviour towards the customer, but they fail to take ownership of issues to ensure that their customers receive the service that they pay for and that PlusNet are contractually responsible to provide.
- Location
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- Location
- southport
- Reviewing
- Plusnet
- Date
- 2015-03-17
- Comments
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Joined Plusnet back in 2013 the service has become congested during peak times on an almost daily basis. but they don't seem to be doing anything about it,Too many customers and too cheap the quality has suffered as a result, As for their support yes British, but most of them haven't a clue about how it all works
- Location
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- Location
- Enfield
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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Paid upfront for broadband, they kept pushing the installation date back so left and asked for a refund as was within the grace period. 3 months down the line they still haven't refunded me and are they are refusing to investigate why. I don't know how they get away with customer service this bad
- 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
- bradford
- Reviewing
- Plusnet
- Date
- 2015-07-01
- Comments
-
4 months into a 12 month contract and i wish i could get away from this dreadful company. Having had broadband service without problems for over 12 years i had a brain f**t on leaving Tesco because i listened to friends telling me how bad TalkTalk was do i wish now i had stayed oh yes i do. Whatever you do please please do not join this awful company and its complete lack of any service currently my 2 tablets are at the side of the router but cant see it yet can see many other routers up to 500 yards away!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-09-04
- Comments
-
Complete dog crap, they do this with every broadband but this one tops the chart.
When you order a new contract the internet is decent, with few minor problems. After half of the contract time passes connection drops every 30 minutes, ping (latency) is a constant issue. Overall complete dog crap can't say anything else. I would be more lenient on my review of I saw anyone in other locations saying it's good but that would be only people who barely use internet and don't know what good internet is and more than likely blame their devices for poor performance...
- Location
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- Location
- Colwyn Bay
- Reviewing
- Plusnet
- Date
- 2018-04-25
- Comments
-
Current speed, 0.2mbps
Logged problem, "they will get back to me quickly..." How quick? "Within 72 hours".
That's not quick. Not by a long shot. This is a business service we have and this is a joke, it has to be!?
I would not recommend them to anyone. They fob me of every time a problem arises and try to scare me into not getting an engineer round. "You will be charged £120 if we can't find a fault from our end".
Don't believe their marketing schtick about them being all customer focused. I fell for it...
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2023-05-16
- Comments
-
Waiting for my new contract to start, which was expected to commence on 01/06/23. However, Plusnet notified me via text on 15/05/23 that my activation date has been changed to 24/07/23, nearly 2 months later than requested.
Upon speaking to Plusnet they explained the situation, however, did not explain how I am supposed to work from home with no internet for two months.
Their customer service team has been helpful in most instances so far, however, I would be wary regarding any promised activation date if you don't want to be stung. I am now going to have ask my current provider if I can delay my agreed cancellation date.
Unlikely to be renewing with Plusnet after this contract.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2021-07-09
- Comments
-
Useless, move the goalposts in terms of pricing all the time, would not recommend them at all
- Location
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- Location
- Warringon
- Reviewing
- Plusnet
- Date
- 2017-03-02
- Comments
-
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
- Morecambe
- Reviewing
- Plusnet
- Date
- 2016-01-22
- Comments
-
POSSIBLY THE WORST COMPANY I HAVE EVER HAD THE DISPLEASURE OF DEALING WITH
Never got the published speeds.
Internet cuts out every night.
Tech support say they will call you back but don.t.
Customer service are unhelpful.
Top and bottom is they simply do not care about customers. Can't wait to get away from these losers.
- 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.