3,751 Customer Reviews over 94 pages
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2020-03-03
- Comments
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Matching up with a lot of others was happy been with Plusnet since 2016 went to renew contract as offered. Problem this is not an option online just reverts back to current contract special offer is not valid. Try chat to be advised as not new customer need to call. When are these companies going to realise when you have got a customer easier to keep by offering deals better or equal to new customers. Yes another lost another gained but you could have kept both. Sort out the customer service it is appalling.
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Shocking customer service, hours waiting on the phone and failed to resolve problem when call answered. These people are shocking, I've had problems with one thing or another from day one...
- Location
-
- Location
- Honiton
- Reviewing
- Plusnet
- Date
- 2019-08-14
- Comments
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Recently we had been experiencing a high level of drop of signal on the wi-fi and a definate throttling of the diwnload and up load speeds.
- 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
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
-
Broadband is intermitted and has a sharp drop off of speeds in the evenings. I have stayed with them for 2 years because the upside is there are some incredibly cheap packages if you're willing to sign a contract for a year. (The first year i paid line rental for a year up front, and broadband was free, the second year the broadband was £1 per month). Time has come, and patience with the slow and intermittent broadband has run out. I tried to call the customer services line to check I have no cancellation fees, only to find that the opening times listed on the website of 07:30am - 10pm every day are completely incorrect. According to the automated message (WHICH CAME AFTER GOING THROUGH THE MENU) the phone line is open for just a bit longer than the standard working week.
Terrible and sloppy. Would not recommend even for the price.
- Location
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- Location
- Redhill
- Reviewing
- Plusnet
- Date
- 2015-08-20
- Comments
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I choose PlusNet because they were supposed to have outstanding customer service. Well as good as you can get for an ISP. I have had nothing but problems with their CS team if you can call it that.
The online department are rude, waiting times to get through on the phone are ridiculous.
They take a payment from the wrong month and then punish me because of their mistakes. They even own up to it being their mistake and then still charge me the admin fees.
Now i know when i choose an ISP to pick the cheapest because good CS does not happen with an ISP.
I just hope this get out of jail free card in September is not a myth because i just want to leave and another 14 months of dealing with them is something i wouldn't wish on my worst enemy.
The worst part is its all over a 5er which is not alot at all but why should i pay for their mistakes.
The speeds have been great but the speeds would be the same with any ISP seen as they use the same lines. I wish i just stuck with TalkTalk atleast i know their CS team is awful.
AVOID IF YOU CAN
- Location
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- Location
- North West
- Reviewing
- Plusnet
- Date
- 2021-08-24
- Comments
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I have to restart my router at least once a week, and I was charged to move house, something I've never experienced before with an ISP.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2016-08-31
- Comments
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I switched from BT to PlusNet years ago, due to BT's appalling Customer Service. Now I find that PlusNet have gone the same way, even if they do have a UK call centre. Time to move on <sigh>.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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Sales pitch was all promises but sadly no trousers. Minimum calls service time of 30 minutes on hold , no call back option and then frankly inept levels pf help when you do get through.go sky.
- Location
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- Location
- Hanpshire
- Reviewing
- Plusnet
- Date
- 2020-06-13
- Comments
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Had a fault at the tail end of 2019 which did eventually get fixed by having to go through the exec office and the guy who fixed it said if there were any more problems to email him. Sure enough the fault returned in March so I emailed and had a reply saying tha I should not be using that email address and go to customer service, I emailed back saying I was told to use that email.......no reply. I have since emailed twice more copying in the group chairman (Grouo being BT) and still no reply so have some to the conclusion that if the chairmans office cant even be bothered then why are the rest of the staff going to be bothered.
They have also increased my monthly payment by double and not even told me as I'm apparently 'out of contract' so I am about to be completely out of contract and leave I would suggest giving a very wide birth.
- Location
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- Location
- salisbury
- Reviewing
- Plusnet
- Date
- 2018-01-08
- Comments
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Ever tried cancelling there services......spend an eternity on hold with no call back feature......chat online useless also takes an eternity.
Best cancel the direct debit and let them chase you. Totally useless service
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2015-02-18
- Comments
-
This is a bit of a mixed review which reflects my experiences with PlusNet.
Firstly I had left Sky and moved to TalkTalk who almost bankrupted me by deleting my phone number without notice and issuing a new one which they wouldnt tell me what the number is. As I am self employed this was major. Sky couldnt help as the number had been cancelled and TalkTalk refused point blank so I cancelled the service and came to PlusNet who said they could help - brilliant!
Firstly though there was an error by plusnet as they put the order through on the wrong number so it was rejected. This was only flagged up because I was constantly checking what was happening. Second time though it went through fine although the changeover was delayed quite a bit.
After the changeover I realised I wasnt getting CallerID - this is chargeable extra by Plusnet even though it costs them nothing. £12 a year!
I also realised that the international calling package I'd paid extra for only allowed 300 minutes whereas with Sky it was unlimited. So basically PlusNet was not really any cheaper than Sky for a more limited package.
In the weeks that followed I had a few problems with errors by Plusnet. All were resolved after a phone call.
Whilst on the subject of phone calls, it is great that Plusnet support staff are all UK (yorkshire) based. They are very helpful and in the most part very friendly and knowledgeable. However wait times on the phone are extremely long. Again in comparison to Sky the wait times are terrible although once through to someone the quality of service is good.
Despite being the same line as with Sky my internet speeds are massively reduced. In fact PlusNet now claim my line should be getting 11Mb/s (it is capable of 21Mb/s). With Sky I had a D/L of 16.5--17.5Mb/s and upload of 1.0-1.2Mb/s. With Plusnet this is down to 10.5-13Mb/s down and 0.3-0.8Mb/s up.
Plusnet also have very aggressive traffic management and their peak time (which is actually 16 hours of the day!) can cause real issues with downloads. Choppy video on Youtube and lots of buffering and download speeds dropping to 2.5Mb/s
So all in all they are very nice people who are happy to help but the quality of their product is far below expectations. Additionally I moved away from Sky due to huge price hikes but in reality PlusNet aren't really much cheaper once you take the true details of the packages and compare them.
- Location
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- Location
- kettering
- Reviewing
- Plusnet
- Date
- 2015-10-13
- Comments
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take no notice of there adverts about customer service 20 minute wait on the phone gave up once. Having changed my bank I received a email asking for more card details and if I did not give it to them my service may be reduced apparently it takes them10-14 days to set up another direct debit.
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2022-12-25
- Comments
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I have been with Plusnet for many years and until recently had no cause for complaint 2022 was a different matter - on renewing my contract I was not offered a particularly beneficial deal in comparison to the prices offered to new customers End of Oct my internet went down and was without it for over 10 days Explanation: Service Outage whatever that is Multiple calls with multiple tests of the line and eventually got it back but no refund for the days I paid for where I couldn't use it Now the Plusnet Email doesn't work - inbox just buffers and according to the 'Service Records' there are no major issues / maintenance going on This has been going on for some three weeks and after unfortunately being separated from family over Xmas due to covid - no chance of having my Xmas Zoom meeting on Christmas Day. I am also using the email to arrange a house move so not being able to look at messages really doesn't help. Always delays on the customer service phones too - No idea why the service is now so poor but I will soldier on for a few months until I move then I think I will have to change supplier - I am disabled and on a limited income - value for money and a quality service is priority for me and as I am clearly no longer getting it - just paying for an expensive dud!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-10-12
- Comments
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Difficult not to believe that the BT engineers have instructions to treat plusnet customers as second class citizens. Awful service when something goes wrong. Incoherent communication. Just lousy all round. Avoid.
- Location
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- Location
- Chorley
- Reviewing
- Plusnet
- Date
- 2015-12-26
- Comments
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I have to say, be very careful with their tactics. I recently moved home, they said I would have to pay £145 to move or take out a new 24 month contract. Although not happy with this, I did. Only to find that the Fibre and phone didn't get installed when it should. After 8 phone calls and promises of a call back, they still haven't provided.I have no found out that the house isn't wired up and I should of been released from my contact not tied into a 24 month one. They have agreed to cancel with no charges, but the billing department won't close the account until 46 pence is paid. Ridiculous as I was told I could cancel my DD. BT have said they can install when the exchange has been sorted in January. I would say, steer clear. Each phone call I made was anywhere between 40 mins to 1.5 hours.
- Location
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- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2016-09-14
- Comments
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Horrible customer support cant even get in touch with them ! My internet drops randomly without any reason,sometimes I don't even have internet at least 30min. I'm so disappointed. Not Recommended
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2017-07-05
- Comments
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I have been a member of PlusNet for 4 years, When I initially signed up , it was brilliant. I even recommended them to my Friends whom took my advice a also joined, Now I find plusnet to be very disappointed with the company, Just of late my internet went down, after a prolonged wait on the telephone while contacting customer services , I was inform the problem was a fault with the router and they would replace it within 5-7 working days. 3 days in and after trying a spare router loaned to me by a friend , who had signed up , through my recommendation . I realised the employee in customer services had wrongly informed ,It was the server that was fault, Contacted PlusNet again , spoke with an engineer who confirmed this , waited 10 days for the issue with the server to be dealt with. Was informed by the engineer due to service being lost, that a reduction would be made to my bill for that month , Found this to be a lie, On contacting PlusNet again to argue my bill , informed nothing was recorded , customer service informed me, yet apparently all calls are recorded for training , asked to wait on the line, so was then put on hold for 20 minutes before I was hung up on. Once the contract as ended in October, will not be renewing it, as I hate dishonesty and being ripped off . AVOID !!!!!
- Location
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- Location
- Enfield
- Reviewing
- Plusnet
- Date
- 2015-10-28
- Comments
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Decided to sign up after having received extremely bad service from another provider. Their connection is contended even the unlimited package, which means they can put bottlenecks on your service when more users are connected. Their service keep insisting on charging £30 upwards even when you have finished with your contract. Penalty for leaving them. Definitely certain against the broadband code of conduct but nevertheless it is here. Charging is erratic much like many other top providers. Even though all companies are on the same BT open reach network, they want to charge ridiculous money for engineers visit. Even though if your line does not require one as connections are remotely activated by their services.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-04-27
- Comments
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Router keeps disconnecting and getting worse by the day.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
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Awful Customer service and billing is poorly managed with mistakes in their favour.
Always terminate direct debit before end of contract as Plusnet tend to overcharge and make it difficult to correct.
Will never use Plusnet, BT or EE again
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-01-17
- Comments
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The internet for the most part was just OK. Never fast but usually just about good enough. I say this because semi-regularly it would cut out and streaming would often stutter for a couple of minutes.
The main reason I gave a 2 star rating was that they charged me £65 to cancel!!! This was not obvious when I signed up and negated the savings made when signing up for Plusnet broadband who are cheaper than most of the other competitors.
- Location
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- Location
- Penrith
- Reviewing
- Plusnet
- Date
- 2022-09-06
- Comments
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Took out a contract for full fibre 74 and pay as you go phone as advertised on compare the market. When connected no land line. Plus net claim land line is not possible with full fibre yet it is clearly advertised.
Cancellation of contract £150 1 hour after delivery of broadband hub. Total rip off, need to stop advertising service they can't supply.
- Location
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- Location
- MIDLANDS
- Reviewing
- Plusnet
- Date
- 2020-05-04
- Comments
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Plusnet pride themselves on customer service but don't actually stand up to their claim. They secretly add add-ons to your package that you don't know about and without telling you double the cost of these. in hard times as we are all currently experiencing due to Covid-19 they were unable to offer and financial help unless you're willing to sign up to a new contract term. I'm done with them forever!
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2018-10-27
- Comments
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Customer service so so so slow, painful. Helpful when you actually get through. Not always skilled to solve the problem so sometimes you have to ring again.
- Location
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- Location
- Broxburn
- Reviewing
- Plusnet
- Date
- 2018-11-06
- Comments
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customer care is nonsense. have to wait for 45 min to get hold of anything and then they will say to talk to another department so more waiting.. have fun with plusnet as a customer
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2017-04-20
- Comments
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Plusnet broadband works quite well but the TV leaves a lot to be desired, have the BT package but frankly it drops at least 20 times during a game so you constantly reset just drives you crazy will be dropping this service in fact my advice is don't bother the Freeview channels are ok but when you record you get broken pictures and the extra channels can't be recorded at all due to break up this could be due to broadband problems but since your paying for the extra speed you would expect it all to work.
- Location
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- Location
- Maldon
- Reviewing
- Plusnet
- Date
- 2015-03-09
- Comments
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Main gripe I have is when something goes wrong and you need to contact them - you're hanging on for half an hour before someone is available to speak to you. That's terrible customer service. Customers waiting for than a minute to get connected? I would sack the entire call centre management team! Most companies operate within 90 second call answer rates as their target SLA. God knows how PlusNet can live with themselves, given the time it takes to speak to someone there. Clearly the senior management of this company care given the fact that this is happening ...
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2016-09-10
- Comments
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Started out good but sadly in last two years its gone downhill. 30mins or more to reach on phone. Overpriced. Offering new customers the good deals but old ones can go hang..I am leaving them after over 4 years.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-05-24
- Comments
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Set-up process relatively simple and quick (in theory), but just as terrible as the rest of them:
- Set up over the phone & agent took address down wrong
- Notified they'd cancelled my order when the line wouldn't go through
- Told previous tenant must still be on the line, and to ask landlords to check - found out myself later by checking account that address was wrong
- Broadband set-up delayed already by address mistake
- Router didn't arrive, told on the phone to wait a bit longer
- Phoned again and they finally realised they had only changed the billing address to set up line and payment, but not the address to send the router so it was delivered to the neighbour
- Sent out another emergency router to work address which never arrived (supposed to get there next day)
- Told us as gesture of good will that we would get downtime refunded and one month free which never materialised
- Next customer support agent said they couldn't honour what had been promised before - and there had been no notification that they weren't refunding as promised
- Eventually agreed to keep to previous good will gesture after asking to speak to manager
So basically, every single time I have had a touch point with their customer services they've made mistakes - every single time - which has results in absolutely terrible customer service.
Also - speed is quite slow on average (Central London), and the very very small print is that you also have a £120 fee to cancel the broadband within a year. The £30 you're quoted clearly during set-up is only for cancelling the line - £120 to cancel the broadband is extra.
The ONE plus point is that the customer service agents are really pleasant, but there's obviously training gaps which mean they consistently make errors that go on to create terrible customer service overall.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2018-02-14
- Comments
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Okay. Where to start. Appalling customer services with extremely long hold times. I found some staff fairly rude when dealing with a problem I had with the router. Was basically accused of lying about its condition. I had the router just over a year and was sent a replacement one. Which they then signed me up for another 24 month contract which I didn’t agree with. Finally able to leave without getting a cancellation fee and they literally couldn’t care less. No loyalty despite being with them for 3-4 years. Their offers are good for new customers but not for exsisting. Also found the speed variable and often so slow unable to stream tv shows etc
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-08-23
- Comments
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Their customer team are polite & responsive but other than that the experience has been pretty poor.
I signed up on the promise of a £75 cashback. I've had to chase this twice now and still haven't received it.
The service promised a minimum speed, which since we have had it has already dropped below to 4.1 (which is almost unusable).We are in central London so not really any excuse either.
And the chat service if you are an existing account - not a new customer - almost never works.
Not impressed.
- Location
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- Location
- Schiller
- Reviewing
- Plusnet
- Date
- 2017-09-13
- Comments
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What a shocking Company, left me with no phone or broadband for 6 days, then after numerous call so Customer Services, they offered me £1.73 compensation, We'll do you proud mission statement should read "We Will Do You"
- Location
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- Location
- North London
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
-
Nearly 30 mins on the phone before someone answered. Then to be charged £30 to leave is ridiculous. Took over a month from initial phone call to actually get online. On the rare occasion the Internet worked it was fast but that never lasted. It dropped out too often or was slow. They are cheap and I guess you get what you pay for.
- Location
-
- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2015-03-31
- Comments
-
Worst customer service I have experienced with a broadband company. I move fairly often and have tried several broadband providers. Plusnet are without doubt the worst for customer service: super-long wait times (30-45mins) for their cancellation service only rubbed salt in the wound.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2021-04-13
- Comments
-
I could be sitting next to the router and the WiFi is so damn sloooow. Doesn't even load Facebook/Twitter feeds. I'll switch the WiFi off and it goes to my mobile data and it refreshes in a split second. The only thing that is keeping me with the company atm is that I can't leave... I'd rather pay more money and be able to use internet than have internet that doesn't work!
- Location
-
- Location
- Huntingdon
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
-
Seemed OK on joining, broadband no worse than other providers. But awful customer service when one years contract up. Only interested in new customers. Discriminate against hard of hearing people as won't put anything in writing. I'm going to a provider who will mail me.
- Location
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- Location
- CREWE
- Reviewing
- Plusnet
- Date
- 2022-03-22
- Comments
-
It has been more than four days the internet is down in our flat. Service is not restored yet.
- Location
-
- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-05-07
- Comments
-
Always advocated for Plusnet being excellent and customer service and broadband was OK and reasonably priced. I switched suppliers so I could get fibre (through cable as I live too close to an exchange to get FTTP - rediculous I know!) They then cancelled the direct debit and began chasing for a payment which I was very confused about as they are the ones who cancelled it!
Got fed up of the threatening letters and calls over a meagre £14 (probably spent more hassling me for it!) so tried to call to pay and tried to pay online. Yet their site didn't work, nor did the phone number!
Got there in the end, you can tell that BT are starting to have their influence since the acquisition!
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2019-09-06
- Comments
-
The broadband was fine until I moved home. Was told my WiFi was having problems so I waited until they was solved, 5 weeks later I am told that broadband will go live waited all day and rang to say it hasn’t gone live customer services told me it was never meant to go live and there’s still problems with my broadband. Switched to sky and got WiFi within 3 days... there is no communication in this company and if you have problems with your broadband they have no idea how to fix it they will just keep you waiting. Avoid!!!
- 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.