3,715 Customer Reviews over 93 pages
-
- Location
- Sunbury
- Reviewing
- Plusnet
- Date
- 2021-07-10
- Comments
-
It is most horrible service. Cannot do simple voice call over the teams. Please avoid it as they put through technical teams and they cannot solve anything. They refuse to remove disconnecting charges in spite of not able to simple services. Waste of money , please avoid it
- Location
-
- 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
-
- Location
- Reviewing
- Plusnet
- Date
- 2021-07-09
- Comments
-
Signal keeps dropping constantly .... Iv had to use my phone data just to add this review.
- Location
-
- Location
- REDDITCH
- Reviewing
- Plusnet
- Date
- 2021-07-08
- Comments
-
We switched from Sky to Plusnet about 12 months ago. The speed is okay, but not brilliant. However, the most disappointing thing is how it randomly disconnects - something it does several times, every day.
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2021-07-06
- Comments
-
Stay away from Plusnet. Notoriously no signal, always the router or cables and so on. Even if the line speed is at a minimum the lack of signal makes it impossible to use the Internet. They do not understand that the lack of signal makes it impossible to use the Internet - the explanation is --- that we provide a minimum speed. What do I care about the speed of the link if there is no signal.
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-07-06
- Comments
-
This review will be short and sweet. The speed is as advertised, customer service is great. But spend a second and see all the reviews about how bad and noisy the router is. You could actually hear it over the TV. Plusnet say that is normal.
- Location
-
- Location
- Leeming bar
- Reviewing
- Plusnet
- Date
- 2021-07-06
- Comments
-
Ever since changing over to plusnet my data usage has gone up. It disconnects randomly, even sat in the same room majority of the time my phone can’t connect. I might aswell not have a broadband! Would not recommend
- Location
-
- Location
- Haslemere
- Reviewing
- Plusnet
- Date
- 2021-07-01
- Comments
-
I moved from Vodafone to Plusnet to save a few pounds a month. Worse decision of my broadband life. The Plusnet router/modem is so cheap and rubbish. Initially it did constantly disconnected any WIFI devices connected on the 5ghz signal. This was fixed via a firmware upgrade but only if you founf the thread on the support forum and requested that "Bob" updated your modem manually. Now the WIFI is intenittant, somedays its great, others I have to put up with my teenage children complaining about poor WIFI signal strength or the complete dissapperance of both 2.4 and 5ghz channels. I wish I had not moved.
- Location
-
- Location
- Crewe
- Reviewing
- Plusnet
- Date
- 2021-07-01
- Comments
-
What a bunch or lying cowboys!! Lousy customer service, gross incompetence and they LIED more than once. Do not use them, do not trust them. They cost us a lot of money and grief! AVOID!!
- Location
-
- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2021-06-28
- Comments
-
I have had several issues with Plusnet regarding errors on my account and billing. They have failed to resolve the issues multiple times; citing errors on their system. Despite promising resolution and refunds, not of it has gone through. Complaints through official portals are difficult and almost non-efficient.
- Location
-
- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2021-06-27
- Comments
-
Very poor speed and customer service .
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2021-06-25
- Comments
-
Router would not allow a connection to the internet. I called Plusnet on 3 occasions and the staff were 100% helpful and courteous trying their best to help, eventually ordering the services of an engineer who came the following morning. He found a fault at the exchange and hey the internet is up and running with good speeds even on my basic plan. I have never had to wait very long when telephoning, brilliant customer service . If its bad service you are after --go join talktalk.
- Location
-
- Location
- North Yorkshire
- Reviewing
- Plusnet
- Date
- 2021-06-24
- Comments
-
Dreadful, do not go with Plusnet. I've just changed over to BT, and suddenly we have reliable internet that doesn't keep dropping out. They agreed to waive our early contract ending fees but subsequently forwarded the amount onto their debt collector - I'm still trying to sort this out months after! Dreadful service, incompetant.
- Location
-
- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2021-06-22
- Comments
-
Nightmare experience from start to finish with unbelievably poor customer service.
To cut a very long story short Plusnet left me without any broadband when they were supposed to be taking over from my previous supplier and after I had rang them for the 8th time to sort it out they told me they were waiting for an update on my line so I was going to be without internet for at least another 3 and a half weeks and there was nothing they could do. Being self-employed I rely on the internet for work so they left me in a right mess. Unacceptable!
- Location
-
- Location
- Iv25hn
- Reviewing
- Plusnet
- Date
- 2021-06-20
- Comments
-
Having been paying for high speed fibre for a number of months, getting 15-17 Mbps when the minimin should be 55Mbps,and suddenly when I made a complaint to the regulator, the speed went up to 65Mbps. WTF
- Location
-
- Location
- Sudbury
- Reviewing
- Plusnet
- Date
- 2021-06-20
- Comments
-
Terrible company to deal with. Been with Plusnet for almost 2 years, £32.98 a month for broadband and landlines. Paid this amount by direct debit without any problems, until 20 April this year. Bill came through as £35.98, rang them to be told the discount hadn't been applied. Then I get a text telling me "good news you are owed a refund" it's my money you took without my consent!!!! Next month bill for £38.00, same reason. So I cancelled dd, as they were actually stealing from me. I paid what I owed them by card online. This month's bill comes through and I am told because I haven't got a direct debit set up my Internet has been restricted straightaway. But if you want to talk to a manager you have to wait 3-5 days. I have told them I am now leaving as they broke the contract by tryin to steal my money. Rude, dim customer advisors. AVOID!!!!!!!
- Location
-
- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2021-06-18
- Comments
-
I have initially written the review on Trustpilot but thought I will put this on here as well.
Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.
When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!
Please avoid if you value your time and sanity.
--------------------------------------------------------------------------------------------------------------------------
Update:-
After several to and fro conversations with customer service, Plusnet keep replying with the same text:-
"Unfortunately in order to progress your fault further we would need an engineer visit as advised, if we are to book an engineer we do need acceptance of the following statement:
As part of the investigation of this fault, we may need an engineer to visit your property to test the line.
If the engineer finds the problem is with:
• Your internal wiring
• Your equipment
• The condition of your property
• If the Openreach network has been damaged within the boundary of your property by things like building or garden work
• Or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer.
This charge will also apply if you miss the appointment or you cancel without giving us 2 working days notice.
This charge will apply at all times whilst we are working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened."
In essence, Plusnet can send an engineer out, inspect the facilities, find no fault for the frequent intermittent connection problem, and charge the customer £65, then close the case (without sorting out the unstable connection). And if a further complaint arises from the customer, the cycle repeat. No ending of charging customer £65 without resolving the issue.
I will just leave this out there for people to make up their own mind when they are considering joining Plusnet. If everything goes well, I suppose it can be value for money. But if there is any problem, beware of the level of customer service and their company's policy.
It is also interesting to note that I did not suffer such frequent service disruptions with other broadband providers over the years. My innocent mind always thought as the broadband connection facilities are provided by OpenReach, we should get more or less the same connection quality whichever provider I goes with - how wrong am I...
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2021-06-18
- Comments
-
incompetent company who will deliberately lie and fob you off with excuses.
- Location
-
- Location
- Haywards Heath
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
-
Customer service and communication left a lot to be desired. Their attitude down the phone was horrendous and the internet speeds they were boasting wasn't worth the hassle tbh. It wasn't particularly quick or reliable and the router you get is below par when compared with competitors.
- Location
-
- Location
- Burry Port, Wales
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
-
Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
- Location
-
- Location
- Burry Port, Wales
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
-
Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
- Location
-
- Location
- Colchester
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
-
Contract just ending. Monthly cost including phone has been £36 per month. New charge offered to me to continue will be £47 per month.
All this for 30 MB broadband and a landline phone that hardly gets used.
Service during last contract has been very patchy. Slow speeds, dropouts and very noisy phone line.
Contract will not be renewed
- Location
-
- Location
- Robertson
- Reviewing
- Plusnet
- Date
- 2021-06-15
- Comments
-
Our broadband has been dodgy all year. It goes in and out and cannot handle our broadband needs even though we have the best option (fiber optic). In the last week the wifi has completely stopped working. We have called plusnet multiple times, each time they say they will look into it and call us back but they never do. We are currently with no broadband.
- Location
-
- Location
- Consett
- Reviewing
- Plusnet
- Date
- 2021-06-15
- Comments
-
Astounded at the poor level of customer service received. Chat line went off before hardly starting,(after 3rd attempt) emails bounced back with "no reply", (without indications that they are no reply),inaccurate information on notes, inaccurate information given on phone. Frequent "lines busy" message leading to hours spent sorting out what should have been a very simple matter but was given the runaround. Website appaling,lots of "can't deal with this request at present", drop down boxes that give no choice so don't go anywhere. At a loss as to how they have the customer service awards they claim to have.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
-
“terrible internet provider" sign up with the cash back offer, then they just turn around, and tells me you are not eligible for the offer" scumbag plusnet" scammer!!!
- Location
-
- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
-
Could not have messed up our home move any more if they were trying.
Installed it into the wrong house.
Kept trying to tell the engineers they sent out to contact us on the home phone that was not working despite us giving them mobile numbers again and again and again. So nothing got fixed again and again and again. They had to cancel our service and reapply for it then they only put in a landline because they hadn't transferred the broadband order. Had to reorder broadband even more delays.
And then after all that I find out they Tltransferred us onto fibre optic against my express wishes on the phone at the start of this rigmarole but they won't change it because they informed me somewhere in a barrage of emails. So I'm stuck paying more for a service I never wanted.
To cap it all off the internet speed for the "fibre optic" at our new place is worse than the non-fibre optic in our old place.
And I thought BT were bad!
- Location
-
- Location
- Ayr
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
-
Absolutely diabolical company. Tread with care. I joined their broadband and mobile and laid down upfront fee of £6 for mobile sim only, and £25.99 for broadband. After 10 days I have still not received a sim card that they said they ha sent. Then they said they sent a second one, this hasn't arrived either. They are at it. I cancelled the two services broadband and sim, but they wont release my refund. I have no charges to pay, but they are at it. Watch them, they are dodgy dodgy.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2021-06-11
- Comments
-
Only been with them for 2 days and already they are increasing my price!
The router they supply is a joke, poor wifi, overheats looks nasty!
The main reason I joined them was for the UK call centre, but honestly the ones abroad are better then these! Very patronising, you can tell they are working from home as they don’t care, each time you call up they honestly can’t be bothered.
Will be going back to Talktalk once my contact ends.
- Location
-
- Location
- Coventry
- Reviewing
- Plusnet
- Date
- 2021-06-10
- Comments
-
I was moving house so rang Plusnet to find out about changing my service to the new house
I was told it could be done on April 26th (about 2 weeks).
With this date given I arranged my house move to align with that date, for the smallest amount of inconvenience to my service.
April 26th: Moved in, Internet and Phone were not connected, Service was already disconnected at my old house (still had access that day) .. rang Plusnet and was told it could take up to Midnight to switch on
April 27th: Internet and Phone still not working, rang plusnet and was told an Openreach engineer would need to investigate.
Rang Plusnet later that day (Free number why not?) to be told by another employee the Fibre deal they had suggested to me was not possible as the Fibre equipment was not available in the local exchange box, it could be a month to get that sorted. (I'm unsure why Plusnet didn't bother to use the 2 weeks up to the switchover date to actually Check the local exchange was working and equipped properly??)
So cancelled the Fibre and said ADSL would be fine, agreed but told could take 3 to 5 days to switch on(should be done by weekend).
April 29th: Believe this was the day my phoneline actually switched on, though still no internet
April 30th: Openreach engineer called by, checked the house end of things said it was all ok, and all that needed to be done was switched on by Plusnet.
rang plusnet again to see how my order was progressing, and was told They were not interested in what an Openreach engineer thinks! and they couldn't even find my house by postcode on their system so they would need to verify my address and then Restart my order.
Rang plusnet again 10 minutes later spoke to a different worker who found my address on 2 separate system searches, and had no idea why the other advisor could find it, looking through my issues it appears Plusnet were still trying to go ahead with my original Fibre package despite it being cancelled. This was the most helpful of all the 15-20 support staff I talked to through the whole process. They again cancelled the Fibre package, Again started the ADSL order, they added an Open Complaint to the order in an attempt to speed the process, and even advised I still phone back if possible on the Saturday as it was the weekend and a bank holiday and honestly might not get picked up.
May 1st: Rang Plusnet as suggested and was told my order was being acted on, should be Tuesday as it was a bank holiday.
May 4th: Still no internet, Rang Plusnet as was told it would be now be May 7th, and nothing they could do
May 5th: Rang Plusnet to see if my service would still be going live on the 7th, was told it would
May 6th: Rang Plusnet to see if my service would still be going live on the 7th, was told it would
May 7th: No Internet, Rang Plusnet to see if my service was going live today, told it could be up to midnight
May 8Th: No Internet, Rang Plusnet and was told it would now be May 10th my service would go live.
May 10th: Finally my Internet service went live, 2 weeks after their given date, pitiful compensation given, and I hoped my trouble were over.
Now 1 Month later:
Plusnet got the price of the finally agreed contract incorrect, it took 2 more phone calls just to get the price I agreed to.
Internet has dropped off several times over the last month, thankfully late at night
Plusnet have contacted me to say my service has not activated correctly and they will need to reactive it, it shouldn't mean a loss of internet while this is done (I simply don't believe them) and I will need a Change of Phone Number. I have told them to put it On Hold while they see if the problem can be fixed, as I am still mid process of the Old House selling and can't afford to have no email to contact solicitors and estate agents.
But what amazes me most is an Alleged Award winning National Internet Supplier, Owned by THE National Phone company are incapable of switching a Telephone number from one house to another?
I made a simple house move and did everything by their dates given and the company Could Not Handle It, two people I spoke to at customer service gave me the same answers over the 2 week complaint, very few were even interested in trying to help solve my problem
Pathetic company since BT took them over, once I have some time and get sorted with my Old House getting sold I will probably take the one piece of good advice they gave "If you switch providers, they could keep your phone number for you, then when you switch back to us we can keep it from them"
Why on earth would they think I will switch back??
- Location
-
- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2021-06-10
- Comments
-
Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.
When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!
Please avoid if you value your time and sanity.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
-
The broadband worked absolutely fine during the contract, then when I became out of contract miraculously my router broke down. They said they couldn't send me a new one because I was out of contract. I tried two different routers which worked fine but I still had no internet. I told the fault was on their side. They did some kind of check and sent it over though a ticket system but it was so technical I did not understand it. I cancelled the broadband over the phone and asked me why I want to cancel it. (?) I stopped my direct debit as a precaution, and of course they keep texting me to pay up, which can only be done over the phone. There is no bill on my account. There is no other payment method.
Here are the worst things abou this company:
1, They say you can contact them many ways, which is a lie. They only take calls. No online chat, no email. No ticket, unless it's a formal complaint.
2, They say you can pay your bill online as a one off payment, which is also a lie. No bill is shown on the account. It's either direct debit, or the customer has to pick up the phone.
3, Their different departments do not communicate with each other.
4, They do not update anyone of their internet outages. In fact they deny it.
Avoid.
- Location
-
- Location
- Abingdon
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
-
I am very disappointed with Plusnet broadband, the issue I have experienced is being two days late in making payment due to my monthly income being late payment to my bank account, Plusnet has temporarily cut my service off because of this issue, I was told you get fourteen days to make payment and if not payed you will be cut off. I have been a long term customer and never missed a payment in all the time I have been with Plusnet, I feel that I am not a valued customer and the fourteen days did not apply to me. I will change provider when my contract comes to an end, thanks Plusnet for not understanding this issue I have had.
- Location
-
- Location
- Clacton
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
-
a customer for nine years. quality of service very good as has been reliability. target estimated speed optimistic but above guaranteed minimum.
- Location
-
- Location
- Irvine
- Reviewing
- Plusnet
- Date
- 2021-06-08
- Comments
-
Appalling service from a very bad company that does not care about customers.I get my paperwork and router delivered to me after 15 days from the day I placed my order and Internet was up and running the day after. When enquired about a voucher offered online, the company washed their hands off. I stated that it was poor marketing to get customers and asked to cancel my contract, just to be told that I need to pay a penalty because its outside the cooling period of 14 days! Knowing that for 15 days I did not have a router nor any paperwork nor any Internet service from them!
Agents were very sarcastic and abrupt over the phone. Which made me even more furious while trying to resolve the issue over the phone.
- Location
-
- Location
- Hastings
- Reviewing
- Plusnet
- Date
- 2021-06-05
- Comments
-
Signed up on the 5th May which is when the 14 days cooling off period starts. Switched over on the 20th so outside of the cooling off period despite not being able to try the service. 2 engineers have now visited & no faults found. We apparently have 50mps coming in the house but only getting barely 35 from the router when they guarantee 49!!
Desperately trying to get out of the contract - WiFi is absolutely shocking, we daren’t try and watch anything on Netflix!
Wish I’d never swapped from sky!!
AVOID AT ALL COSTS!
- Location
-
- Location
- Mold
- Reviewing
- Plusnet
- Date
- 2021-06-05
- Comments
-
I have been having trouble with my broadband for 11 months and have given up hope of ever getting it resolved.My speed is slow although I'm paying for fibre.I keep losing my internet connection.
- Location
-
- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2021-06-02
- Comments
-
Plusnet are great until there is an issue. Then you get lied to, repeatedly and often. You get told that they will call back, they don't. You are told an engineer is booked for tomorrow and no one shows up, over and over again. It got so bad I referred the matter to the ombudsman, that resulted in an unsigned apology. My broadband is unreliable and drops constantly, I have to reset it daily and sometimes repeatedly. Plusnet will do nothing, do not listen and do not care. Frankly all I can say is do not use.
- Location
-
- Location
- Wandsworth
- Reviewing
- Plusnet
- Date
- 2021-06-02
- Comments
-
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
-
- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2021-05-27
- Comments
-
The much lauded customer service is in fact a joke. I’ve been waiting 3 weeks for a resolution to my problem only for them to now start the same (unsuccessful) corrective action as last time. The hardware is poor so expect frequent loss of signal if you are unlucky enough to be tempted to sign up
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2021-05-27
- Comments
-
We moved my mothers phone line to Plus Net. My mothers care line is essential and operates through the phone line. In over a week the phone has not worked since the day of the change over. The call centre are no help at all and we now have to employ a carer to visit as my mother in is danger without a phone line. Plus Net have done nothing beyond saying sorry x 100 times, this does not help. I would not suggest moving to this terrible service provider.
- 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.