3,751 Customer Reviews over 94 pages
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- Location
- edinburgh
- Reviewing
- Plusnet
- Date
- 2020-08-29
- Comments
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Stops you from torrenting
Stop you from torrenting. Just at the end of 1st month when they thought they were safe and hooked me into contract, they sent me a warning for downloading. First time that it has ever happened to me with any provider.
No customer service. Have to phone at 8am in morning or there is no chance of getting through. Promised 40mb download and I only received half that at 20mb. Be warned the worst of the worst by far. Vodaphone, Talk Talk, Virgin even better than this rip off. Suppose it doesn't matter if they give you half the speed they promise, cause your not allowed to use the connection for anything more than opening up a web page and viewing a youtube channel anyway.
- Location
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- Location
- Spixworth Norfolk
- Reviewing
- Plusnet
- Date
- 2018-04-24
- Comments
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About 2 miles from telephone exchange and on fibre to the cabinet then 200m copper wires. Early morning before 8.30am good speed but then slows down as more people are on internet. afternoon much the same and worse after schools are finished. Sometimes it will say websites are not available as it takes so long to load them. Been told the exchange needs updating but as more properties are built in the area so more people using the internet and it gets slower. Also told other providers are much the same.
- Location
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- Location
- Billericay
- Reviewing
- Plusnet
- Date
- 2019-04-14
- Comments
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I decided to move from Plusnet to BT because of slow Internet speed and Customer Service, particularly now that you could keep your email addresses despite changing providers. I changed over from Plusnet to BT and Plusnet instead of making the necessary detail adjustments for continuation of our two email addresses with BT, just cancelled our account. On contacting Plusnet, and having been passed around and told that I couldn't keep our email addresses, I spoke with a Manager who said it was correct, you can change provider and keep your email address. She apologised and said she would arrange for our email addresses to be resurrected and that it would take a couple of days. After some five or so days of not having any emails coming through I contacted Plusnet who advised that resurrecting a cancelled account cannot be done and as such I have lost everything. Hence my new email address and I am still making contact and trying to make contact with all the people and businesses and authorities that communicate with me via email. Nightmare! Plusnet's commercial - .......NO PROBLEM - for me is the biggest lie on TV. If you use Plusnet hope for the best but PLAN FOR THE WORST.
- Location
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- Location
- North London
- Reviewing
- Plusnet
- Date
- 2018-11-19
- Comments
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Moved to plusnet fibre after getting annoyed with BT infinity: poor performance and really, really, really bad customer service with BT which prompted the change. The poor performance remained on switchover but after the stabilisation period, I reported it online to plusnet on a sunday night, and the very next morning, an openreach engineer was already outside my house. Two weeks later, the fault was fixed (bad battery contact?) and the broadband speeds are maxed out (70MBit down, 11Mbit up). Good communication from plusnet throughout too.
Only been with them for three months now, but ultra happy so far.
- Location
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- Location
- Dunfermline
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
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Farcical company. I've had no phone since moving to them. They don't seem to care. I've had two engineers out who have both blamed Plusnet but Plusnet keep blaming OpenReach. They contradict themselves on the phone, close tickets that are still open and have terrible call wait times.
Avoid at all costs. They won't even let me out my contract despite them failing to deliver. That's them just put my ticket on pause for 2 DAYS. I've already had no phone for a week and a half.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-09-07
- Comments
-
3 times I wait for ingineer to come to install the new router and no body come. From 2 month no body fix it .
- Location
-
- Location
- Newcastle under Lyme
- Reviewing
- Plusnet
- Date
- 2017-07-21
- Comments
-
Truly awful service from PlusNet in July 2017. Phone & BB service at our new house came on as ordered on the expected date. It worked fine for ~2 weeks. Then the line (phone and BB) went dead. We have been calling their customer service for 1.5 weeks now (regular wait time for an agent is 20-30mins) and although the phone was reactivated within 4 days, they have still not been able to reconnect our BB. It seems that Plusnet had recorded that an engineer was needed to connect our service (not true – everything was working fine from the initiation date). Therefore, when the ‘engineer visit ticket date’ expired, they just cut off the service. No warning or rational explanation. And they refuse to switch it back on until we have been without internet for almost 2 weeks.
- Location
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- Location
- Moray
- Reviewing
- Plusnet
- Date
- 2015-01-22
- Location
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- Location
- Gloucester
- Reviewing
- Plusnet
- Date
- 2015-04-04
- Comments
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Do not use this service "provider". I was mis-sold my initial contract after being told about a bogus cashback deal that never existed in order to stop me from going to Talk Talk. They refuse to let me out of my contract despite admitting to me that the sales advisor lied about the deal in order to get me to sign up. They are incompetant liars who you have to wait for 15 minutes to speak to, no matter what time of the day you try to call them. I cannot rate them low enough, and I have no idea how they won customer service awards. The novelty of listening to The Human League when you´re on hold wears off after the first 20 times you call them. The reason you call them so much being that they never bother to contact you or update you with meaningful information when they say they will. After requesting a home move, I have been left without any phone or internet service for a month, yet am still being billed for it. They cannot give me any idea when they can install my new line.
Absolutely one of the worst companies I´ve ever dealt with.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-06-23
- Comments
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Absolute rubbish company. I with them when they started , I came back to them some time later and gave had nothing but problems.
Poor connection...a lot of the time no connection ,low speed and dreadful customer service where they fob you off with loads of technical jargon and basically do nothing.Apart from that the waiting time to talkto someone is usually around 45 mins. Im leaving and actually cant wait to get away.
- Location
-
- Location
- South Staffordshire
- Reviewing
- Plusnet
- Date
- 2022-11-17
- Comments
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Unfortunately unable to give no stars for overall satisfaction or customer service. I would definitely not recommend Plusnet, we were left with no broadband for over 30 days and 4 missed Engineer appointments with no explanation or apologies. It created huge issues as I work from home and took 3 annual leave days waiting for non existent engineers, a month on still awaiting compensation...AVOID!!
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2019-04-10
- Comments
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Months of drop outs and copy and paste scripts from CSR’s no manager call back when promised over charging of account frequently even when they breach their own terms and conditions... avoid at all costs
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-06-22
- Comments
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I set up with PlusNet after reading reviews online about how good they were, I had had issues with Sky and Virgin before and wanted a connection that would not be watered down by the popularity of a service provider in my area! so a good deal, especially with the price and for Fibre too..
From September to February, I had excellent broadband, no wireless issues, nothing! then bam! Connection kept dropping! keeps dropping, I cant view pictures online, see web pages, I have to re-start my internet again & again, reset the router over and over, just to get a web page up! Today, I've had to give up and move my office downstairs to the router and work from the flipping floor! just to get a more reliable connection and still!! with Ethernet cable attached to my Pc, the connection drops constantly! SORT THIS OUT!!! I've a business to run here!
Customer Service! Is a shambles, I've been fobbed of with excuse after excuse after excuse! I used to be a BT engineer, so the excuses were laughable to me, I've had to keep trying to set up a PPOPE connection direct from the BT modem to the PC! which hasn't fixed things at all! I am about to give them 14 days notice to fix my broadband or I'm taking my cash elsewhere and ripping their contract up for breach of service! DON'T go to Plus net! EVER!! Sky were better & Faster than this on old copper wires! that says a lot!
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2017-02-28
- Comments
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I've been with Plusnet for 15 months, I've had a couple of problems over that time but these have been dealt with quickly and the customer service and aftercare are exceptional. I've always found them friendly, Helpful and easy to talk to and I love the fact that it's a UK based company with a UK based call centre. I left talk talk, who are dire, and it's the best thing I did
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-01-22
- Comments
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I have been a customer with plusnet for years, and decided to move to sky recently as I got a better offer. If you work during the day and need to call them in the evening it is completely impossible to get through to anyone. Call waiting times are generally in the region of 45 minutes which is just unacceptable. I am currently queuing to pay a cancellation charge I was unaware I'd be getting but was clearly hidden in the small print somewhere and have been waiting for 20 minutes and counting. I am not impressed with Plusnet at all and have no idea how they have any reputation for good customer service. The waiting times themselves are an indicator of shoddy customer service to me. DO NOT USE!!! I'm much happier with sky.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Comments
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Called to esolve an issue. A lkong waiting time of 15 minutes, but once sorted really helpful and kind staff.
- Location
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- Location
- wyke Bradford
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
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shocking broadband really slow buffering all the time customer service shocking takes 30 plus mins to get through when u call takes weeks to get the problem fixed been on going for 8 months now they have the cheek to want my money every month on service i dont get
- Location
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- Location
- Knaresborough
- Reviewing
- Plusnet
- Date
- 2021-01-29
- Comments
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I have joined them on a 12 month broadband package but want to cancel in the cooling off period as just found that my street is bein dug up to install fibre. They said that they would charge me to move from standard telephone contract to a fiber one with them (that's if they do it if the right fiber is being installed, it may not be one they can use and they couldnt advise) so I thought best to cancel and move to fiber connection when this is available. You have to call them to cancel, 45 mins on hold and still not got through to them to cancel. Have been on on-line chat, which someone answered promptly but apparently they dont have the facility to access your account or cancel your contract. Stay away, havent even got the broadband service yet what service I have received is non-existent.
- Location
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- Location
- Exmouth devon
- Reviewing
- Plusnet
- Date
- 2015-12-20
- Comments
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My elderly parents have no phone line thanks to a little known company called supply network services LLP transferring the phone away from plusnet. Emails apparently from plusnet were sent to my dad, saying ' sorry you are thinking of leaving'.My dad had no intention of leaving and phoned plusnet to say so. He was told not to worry. Plusnet went ahead and made the transfer to this little known communications company. It's taken two days to get minimal information from plusnet and their so called customer service is beyond a joke. They cannot reinstate the phone until January 7th. By then they will have been without a landline for about two weeks, right over the Christmas period. From reading the reviews from other customers I can see that this will be likely. I will be encouraging my dad to go to another service provider, will be making a formal complaint, will seek compensation and warn anyone off Plusnet. You are a disgrace Plusnet.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2023-04-04
- Comments
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7 months and still waiting for full fibre installation after countless cancelled appointments.
Plusnet is a pale shadow of what it was 12 yrs ago and those at the top should hang their heads in shame.
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2019-07-15
- Comments
-
If I could give them 0 stars I would!
Plusnet is the worst company I have ever had the displeasure of dealing with. There connection is dreadful! Never have I had a company be so rubbish at providing internet!
The customer service is nice and friendly, they politely tell you it's tough and you're stuck with the rubbish internet. They may as well laugh down the phone and say, "Sucker, we got you now!"
It is evident that they are well versed in repeating, "we are just like every other provider. You'd face these problems with them too.". Well no that isn't entirely true now is it because I haven't!
Run people, run, run away! Do not fall victim to wasting hrs and months complaining and using all your phone data! Don't do it! Pay an extra £3 a month and go anywhere else!!! Even use virgin if you really must! Save yourselves from this horrid experience.
- Location
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- Location
- Surrey Quays
- Reviewing
- Plusnet
- Date
- 2018-06-15
- Comments
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-No internet
-Contact support queue for 45min
-When finally booking engineer to fix internet: nobody appears but if can't make it they charge 65 pounds!!!
- Location
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- Location
- Northampton
- Reviewing
- Plusnet
- Date
- 2018-11-10
- Comments
-
The worst supplier I've ever dealt with. Wait time on phone just stated as 60 mins. Don't even consider using them!
- Location
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- Location
- Aldeburgh
- Reviewing
- Plusnet
- Date
- 2015-10-19
- Location
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- Location
- OSWESTRY SHROPSHIRE
- Reviewing
- Plusnet
- Date
- 2018-11-15
- Comments
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I have been with Plusnet for 5 years but the service is now RUBBISH I had no broadband for a whole 7 days when it could have been solved on day 1 or day 2 if they had sent an Openreach engineer apart from that the waiting time when you call is nearly always over 1 hour one calli made took them 1 hour 34 mins to answer and the person who answered was not remotely interested and said your in the piline waiting for it to be dealt with so you will have to wait I usetwo computers daily and have lost out a lot of mmoney because of the HORRENDOUSLY RUBBISH SERVICE ALLROUND I have just phoned to ask for compensation for the loss of a full week and was told it would be £2 a poltry £2 DO NOT EVEN CONSIDER JOINING
- Location
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- Location
- Cannock
- Reviewing
- Plusnet
- Date
- 2018-07-29
- Comments
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I switched from Sky due to a price increase with no notification. I subsequently got told by Sky they would have cancelled the increase to keep me. I joined Plusnet, We'll do you proud?. From day one the phone worked, day 2 I got internet but it dropped out constantly. Customer service did not know what to do and I spent 15 minutes at a time getting know where.I canceled and still got nothing then received 2 threat emails of handing my debt over to a debt collection agency via email.To use the service only one device can be used otherwise it freezes or is slower than dial up. I am frequently useing my own data to tether the family which is far faster and more reliable. Do yourself a favour and do not join Plusnet as you will regret it.There is nothing more to say.Dont do it.Sky was a superior service from day one,no need to call customer service etc just a strong reliable service for 2 years. I am now going through a dispute with Plusnet via Ofcom and making a complaint to the Advertising Standards Authority for their misleading advertising. They duped me plain and simple.
- Location
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- Location
- sussex
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Comments
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spent 1 hour on the phone trying to review my plusnet package which is up for renewal. Passed from phone queue to phone queue each phone queue 30 minutes long. What a shambles
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2021-01-07
- Comments
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I switched over to plusnet from talktalk today. Unfortunately plusnet only posted the router yesterday by royal mail which means I now have no broadband for a few days so I had to buy another vdsl router which might arrive tomorrow - I would probably have had to do this anyway because the plusnet hub one is rubbish . They do pick up the phone and they are UK based support but they aren't particularly helpful and their on call music is dreadful. I am looking forward to leaving them already.
- Location
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- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2021-11-09
- Comments
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Honestly hands down the worst company We’ve been with at least the other companies told the truth when they messed up, plusnet will saying it’s your router or wires or location when in fact they’re the issue, had a new router fitted a day ago after our Wi-Fi was down for 2 days, cause that’s the “issue” after an engineer with plusnet reviewed it, next night down once again, god awful.
- Location
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
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I have been with them for over 5 years service was always excellent, but all changed this year, long waits for support and staff not as helpful as they used to be. Much more expensive too, I allowed myself to be talked into two year contract and phone line cost a year up front but it works out nearly twice the cost of other providers, I tried to reason either but no avail so I will have to cut my losses and go elswhere
- Location
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- Location
- upholland
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Comments
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Customer service is very slow. Even when they answer, the go away for ages on every point. Always the same excuse but never rectified. BB speed isn't their fault as we're a bit off the beaten track. Probably the best of a bad bunch!
- Location
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- Location
- bedfordshire
- Reviewing
- Plusnet
- Date
- 2022-04-28
- Comments
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I have tried several times to query my bill. No-one picks up. There is no email address and chat has been stopped. So customer support is non existent
- Location
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- Location
- Leigh-on-Sea
- Reviewing
- Plusnet
- Date
- 2015-09-17
- Comments
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Tried to switch my service from Sky but they failed to turn up and I since discovered they had the order on hold without even contacting me. Trying to sort it was a nightmare with phone waiting times constantly at 30-35 mins at all times and an online help that was unable to help. Avoid at all costs.
- Location
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- Location
- doncaster
- Reviewing
- Plusnet
- Date
- 2016-09-16
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2018-08-26
- Comments
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I have been with Plusnet a few years nearly seven and one thing I like about Plusnet is the one of cost for a static IP ideal for our CCTV system to keep connected when not at home broadband is fast enough for me with a. Few devices mainly wired to use the internet there has been problems with the underground wiring and rodents chewing but once reported and the line checked for a few weeks on test openreach fixed it the same day and the open reach chap was great I would say the call times can be very long unlike before when I first joined call times were five minutes but now can reach 30 minutes but on the whole I'm pleased with Plusnet even though they are not a perfect provider they are by far one of the better ones as the internet is usually stable and works well that is Plusnet
- Location
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- Location
- Farnham
- Reviewing
- Plusnet
- Date
- 2022-09-13
- Comments
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Plusnet failed to install a new line 3 times over several months but charged me for the service. I went to another supplier. I took it to the Ombudsman (They are a complete waste of time and they said Plusnet had done nothing wrong). TWO YEARS later and Plusnet has sent a cheque for £67.98 for the charges they incorrectly applied!
- Location
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- Location
- cumbria
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
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Worst customer service ever, you wait over 30 mins to speak to someone and then they just tell you to ring another dept , engineer didn't turn up twice to install socket and then they charged me for a phone line i couldn't use! JUST AVOID, AVOID AVOID!
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2016-12-21
- Comments
-
As a respected and major property business Director my credit score has always been excellent with no exceptions. I was invited to try the Experian Credit Report and was horrified to note my credit score was actually 'Very Poor' !! This was due a catastrophic error made by PLUSNET which states I owe £595.00 for some mystery plusnet mobile account.
I have NEVER had a plusnet account of any kind or had any contact with Plusnet however they appear to have randomly added something to their records which potentially could have a major impact on me and our business reputation.
Calling plusnet customer services was just a joy ! - 'Chloe' who eventually took my call and despite explaining the reason for my call asked for my ''account number/details' !! - explaining again I have NEVER had an account with plusnet therefore I have NO account details she abruptly advised she could no longer help as I had failed the security checks and hung up.
Clearly customer services isn't something plusnet have invested in which could explain why their adverts state they are the 'cheapest', it really all makes sense now !
I have gone back to Experian who will write to Plusnet but advise it could be at least 28 days before any response is received so in the interim it is unwise for me to apply for any kind of new credit facilities as these will be declined due to a 'very poor' credit score caused by plusnet's incompetence !!.
I have also written to plusnet and to the CEO Andy Baker however from reading other customer reviews it appears Mr Baker is also unconcerned with customer issues.
- Location
-
- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2011-03-16
- Comments
-
On the face of it the speed is better than I was getting with Orange, which was barely over a dial up connection.
The increase in speed with Plusnet is fairer but when I see adverts ofr speeds of up to 20mb, I feel a little cheated!
- Location
-
- 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
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.