3,751 Customer Reviews over 94 pages
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- Location
- Fleetwood
- Reviewing
- Plusnet
- Date
- 2019-06-03
- Comments
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This used to be a reasonable company, but for the last 4 months they have been a disgrace. My monthly bill has rocketed by £15.00 per month and my speed decreased, all because they recommended a new contract package. Despite numerous phone calls and 4 months to put things right thwy have done nothing, so I am off to another provider
- Location
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- Location
- Dorking
- Reviewing
- Plusnet
- Date
- 2016-11-24
- Comments
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Customer service is terrible. I have waited on average a minimum of 30 minutes for my call to be answered. I spoke to Plusnet on Monday if this week and they said they would answer my query by 6pm they evening or the following day.
It's Thursday evening and guess what?! They still have not bothered to contact me. Customers service are a bunch of jokers.
- Location
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- Location
- Fife
- Reviewing
- Plusnet
- Date
- 2017-01-31
- Comments
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I'm on FTTC and the service and speeds are much the same as any other provider using the same infrastructure. It's good, fast and reliable.
Where PlusNet fall down completely is on customer service. Average queuing times on the phone (luckily free) are around 45 minutes but a worse problem is that the customer service guys frequently can't answer any questions but just log your problem so things take forever to sort out with lots of 45 minutes hanging on the phone.
The email service has been a disaster for several months now with almost no service except in the wee small hours. Noone will say what the problem is or when if ever it will be fixed but if you depend on your email then PlusNet is NOT for you.
- Location
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- Location
- Southwest London
- Reviewing
- Plusnet
- Date
- 2018-05-30
- Comments
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I’ve been a Plusnet customer for just over one year, and the speed has been exceptionally poor - consistently less than 2mbps, very frequently less than even 1mbps. They sent an engineer out who was a general contractor (ie not a Plusnet employee) whose explanation was that the Plusnet routers are rubbish, which would explain why I’ve had O2 and Sky in the same property with no problems. I even tried having Plusnet send me a new router but no better speed. Customer service through the past year has been in a range from frustrating to downright combative. I will never use Plusnet again and will tell everyone who will listen to avoid.
- Location
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- Location
- Mk3
- Reviewing
- Plusnet
- Date
- 2019-05-06
- Comments
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The broadband speed is ok until 9pm, and then after that films and phones start freezing as the network slows down or something of which I have no clue and this is just about everynight. The last two times I phoned I was told after they tested the speed that the speed was fine and there was no problem, so WHY does it slow down every night?? I wonder.
- Location
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- Location
- Holsworthy
- Reviewing
- Plusnet
- Date
- 2022-04-21
- Comments
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Keeps dropping out, will only work in one room, Slower than my mobile connection. So called free gift impossible to activate so thats a con. Cant cancel or i have to pay a years fee.
- Location
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- Location
- Sandhurst
- Reviewing
- Plusnet
- Date
- 2019-12-29
- Comments
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Faulty router, will NOT be replaced unless you start a new contract
Terrible customer services. My router is hissing, running very hot and smells and the customer services has acknowledged this as a fault and even said that they recommend it is replaced ASAP, but will only replace it if I start another 12 or 18 month contract with them. Terrible service, nothing but rudeness and attitude from the customer services people too. Avoid!
- Location
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- Location
- Oldham
- Reviewing
- Plusnet
- Date
- 2017-12-07
- Comments
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Not fit for purpose charging £38 1.52 mb download and 0.53mb uploads not worth the money and the inconvenience of being in a contract for a year don’t bother signing up.
- Location
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- Location
- HIGH WYCOMBE
- Reviewing
- Plusnet
- Date
- 2021-11-26
- Comments
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Reliable broadband but horrible 'customer service'. They have been charging me between £4 and £55 for the past 10 months without explanation and, apparently, they "don't have a complaints department." They have taken money from my account in breach of the Direct Debit agreement on several occasions and charged me for broadband when I couldn't use it for 3 weeks because of their ineptitude. Avoid.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2017-04-04
- Comments
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Was with them for 3 years. We needed to move house and was looking to update my contract, mine was over. They refused to give me any type of discount unless i was willing to commit to a lengthy contract. Customer loyalty means nothing to them so they mean nothing to me. Bye plusnet.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-12-18
- Comments
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Stay away from this company. Their billing system is terrible and overcharge you all the time. I have been charged up to three times for the same service. After many calls and emails I got the money back but I would not recommend it at all
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-02-01
- Comments
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Plusnet failed to mention when I signed up that I would not be able to get you view.
This is important to me. To try and get help on line is very difficult and any answer I do get doesn’t answer my question.
Definitely a company to steer clear of.
- Location
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- Location
- Barnsley
- Reviewing
- Plusnet
- Date
- 2016-11-29
- Comments
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If it were possible to leave 'minus' stars, I would. I've had nothing but problems with PlusNet for weeks and weeks. As long as everything's running, they're ok, but if you have a problem their 'award-winning customer service' is nowhere to be found. They treat their customers abysmally, don't answer questions, and don't care about their customers once they're locked into a contract. The worst company I've ever had to deal with.
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2016-08-24
- Comments
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After years of complaining about slow internet (and being told by PlusNet nothing was wrong at their end) I changed provider and now have a download speed 2-2.5 times faster
- Location
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- Location
- Perth & Kinross
- Reviewing
- Plusnet
- Date
- 2017-02-28
- Comments
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To deal with the call center was the worse experience I've had with any other call centers. Plusnet customer service is "ZERO" in capacity with dealing with customers and hopeless to give the right information. I was talking on the phone and the attendet put off the call while I was talking and never called me back after. I also use the chat but the lady who I was I though I was) chatting switched off the chat and suddenly all the text I wrote to her trying to explain the situation disappear. She could not wait until I finished to type the text. She asked me if I was still online. She expected I would answer her in the middle of my writing. Ridiculous!
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2017-04-13
- Comments
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Overall their antiquated systems which seemed modern in the earl 2000s means service is now terrible. It isn't scaled to cope with modern use, the router is flaky and it has obviously become BT's view of giving out cheap broadband without taking away from their brand. Wont be choosing them again.
- Location
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- Location
- West Mids
- Reviewing
- Plusnet
- Date
- 2015-11-05
- Comments
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The worst service I have ever received.
The biggest farce of trying to move home i have ever had.
Countless lies, no communication.
I am leaving for a real internet provider
- Location
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- Location
- BINGLEY
- Reviewing
- Plusnet
- Date
- 2015-03-17
- Comments
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Signed up for Plusnet phone broadband. About three months later I informed Plusnet I was moving to a brand new home. Next door. Nearly a month later still no broadband. It was turned off old property because that was the date they gave me for new property turn on. They have put the blame on me for not informing them that new property has no phone point. I had no idea it wouldn't have, obviously neither did Plusnet. They very kindly informed me that as a goodwill gesture they won't charge me for the month I haven't had any broadband....FANTASTIC GESTURE!!!! Still no broadband. Due to go on on the 24th. Cancellation charge £116 so will have to wait a month or so before I cancel and go elsewhere. High up on my list of bad companies
- Location
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- Location
- Cb10
- Reviewing
- Plusnet
- Date
- 2016-08-24
- Comments
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Very poor in the past couple weeks, wish I'd swapped when I had the chance a few weeks ago.
- Location
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- Location
- Gloucester
- Reviewing
- Plusnet
- Date
- 2017-07-31
- Comments
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Terrible and rude service and after nearly 4 weeks waiting for Internet in new house I gave up and cancelled. They also had the order wrong all the time despite 3 calls to correct it and being told it was corrected. BT had me running using their WiFi open within an hour while I wait for my Internet to activate.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2023-04-21
- Comments
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If I could put a minus figure, I would give plusnet a minus. We took out a broadbrand contract with Plusnet, due to circumstances we had to move within 6 months of starting the account. We provided a change of address and asked if we could continue with them at the new address. We were told there would be no problem. We were then told we had to pay £173 cancellation fee, we disputed this and Plusnet apologised. A few weeks later £173 was deducted from our account, without notice. We have been fighting for a month to get that back. We have had numerous phone calls with Plusnet and passed from pillar to post. We have now had enough, we do not recommend anyone goes with Plusnet!
- Location
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- Location
- Herts
- Reviewing
- Plusnet
- Date
- 2015-08-29
- Comments
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Misled by Price Rises and Cancellation Option
I have been a customer of Plusnet for less than a year.
I received an email from them informing me that the line rental costs would be going up in September, but they offered me the option to leave early without incurring early termination fees.
I exercised my option to leave and all seemed fine until a few weeks later, I received an email informing me that my line rental, which was paid up front would not be refunded.
I was surprised by this because the tone of their email to me suggested that I could leave penalty free as a result of their price rises. The Plusnet call centre agent went through the costs of leaving early and then went on to say that I would not be liable for the cost as I was leaving because of the price rise. He did not mention the line rental and I can see why now - Plusnet clearly wanted to use it as a stealth penalty for leaving early.
Very disappointed with this company, which claims to have great customer service. It turns out that they hide behind their T&Cs and do not give you the whole picture.
I will not be letting my friends, colleagues and family know what this company have done and I will not be using them again.
I feel cheated and used.
- Location
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- Location
- Walton-on-Trent
- Reviewing
- Plusnet
- Date
- 2020-04-26
- Comments
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Swapped from sky (kept putting price up) plusnet promised 67mb for what I was pay the same price to sky for 36mb - rarely get more than 25mb varies constantly between 25 & 50mb certainly not as reliable as sky hub by a long shot
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2023-04-21
- Comments
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I'm happy to be leaving Plusnet broadband next month - their service is overpriced and unreliable. I just had my internet cut out at a crucial moment during an extremely important meeting. Charging out of contract customers over £50 a month for rubbish connectivity is not a good look. If I ever need to change broadband providers again, Plusnet will be at the bottom of the list.
- Location
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- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
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joined plusnet on premise we'll do you proud{should be just we'll do you!],have a phone fault last 2 months no sign of a fix just meanless string of updates can't wait to leave asap,probably out of the frying pan into the fire are there any decent isps out there?
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-04-18
- Comments
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Just left after several years as a customer. Finally moved to Virgin after increasing issues they didn't seem interested in solving, they also didn't seem interested in retaining me as a customer. During 8 years I was only ever provided with 1 router despite routinely asking for a new one. The leaving process was poorly explained which has left me with unnecessary charges. After leaving and querying these charges I found their customer service rude and combative. Will never go back even if they get their act together on the technical side.
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2017-12-22
- Comments
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Don't get ever the worst wifi the kids are playing games the next thing I know they come downstairs raging over how bad the wifi is I think the same I am 2 metres away from the wifi and I get 200 kb/s terrible
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2020-02-20
- Comments
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Awful customer service; refused to accept that my bank account numbers were mine (doesn't quite match?). Waited for a manager to call back - never happened.
Nearly two months to close my account and they still haven't done it or refunded me - will never be with them ever again!
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Plusnet
- Date
- 2020-11-09
- Comments
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Awful broadband. Try to complain and raise a speed fault and they tell you there is a problem on the line which they will fix. Nothing changes. Speed gets worse. At the worst time it would take 3 minutes to load the youtube homepage (not even a video!!)
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2019-04-21
- Comments
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I have two broadband contracts with Plus net and had to pay £130+ to cancel one of them as I’d intended selling. Changed my mind about selling and wanted to re instate the service a less than a month later. Wouldn’t cancel the charge asked to speak to a supervisor/manager and was promised a call back in 2-4 hours, they never did. So that’s both accounts they’ve lost.
- Location
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- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2019-03-20
- Comments
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I've been with Plusnet for 3 years now. The first 2 year's were superb. But last year I had a problem with one direct debit payment & Plusnet cut off my bband within 24hrs.
When they eventually put it back on, 6 days later, it wasn't the same!
From that moment on it dropped daily. Signal strength was a joke!!
Back then when I phoned to complain my call would be answered within 4 minutes by a polite human - nowadays it can take upto 25 minutes before they answer, whatever the time of day. That's if they don't cut you off before they answer or if I'm complaining, they'll now cut me off mid sentence! So infuriating!!!
This has happened three times this week alone. They're queue free complaints line is a complete joke - I've never got a response from it??
I've also got a mobile SIM only deal with them. They're supposed to advise you of the best deal for your usage...I rarely use a mobile but it's essential for when I'm riding my motorbike, incase I breakdown. I was inundated with emails offering me 'Mates Rates' all costing more than my then deal - even though I'd not used it once in that month...they should have offered me a less costly deal - but they never ever did, because that would make them less money!
So I had to do it myself.
Yesterday, was the final straw!!
After waiting 40 minutes for my call to be answered, a stuttering buffoon asked me my details - no, good morning sir, how are you today...instead I was greeted with a yawn. After lowering my SIM only deal myself, things went from bad to worse. They kept on taking the old DD from my bank account aswell as the new lower one. When I complained & said I want my money back, that you've stolen(I don't mince my words) Their response was, we'll credit your account - unacceptable, I said!! I want my coin back not credit! We can't do that they said - I replied, nonsense! If you credit my account that means I'll have to stay with you for another 2 months, I said & I want to leave before then!! The line went dead, they'd cut me off again - I felt I was getting nowhere. So I called back later that evening, they offered me two identical options, just worded differently & neither put money back into my bank account! The person I was speaking to kept saying, please hold the line for two mins while I speak to my advisor...5+ mins later he'd return, no apology & with no answer to my query??
This continued for twenty more minutes - I put the phone down this time, as I knew it was hopeless going any further.
Offcom, here I come.
PLUSNETS strap-line is,(We'll Do You Proud) Well, that now needs drastic changing! Because they won't & don't anymore - my advice is shop elsewhere. Sky was no better mind! The bigger these companies become the worse they treat us -
SHAME ON YOU PLUSNET!
(deep sigh)
- Location
-
- Location
- Barnstaple
- Reviewing
- Plusnet
- Date
- 2019-10-01
- Comments
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My father passed away on 22nd August. Fortunately I was able to access his emails and found the first of many demands for payment from Plusnet relating to the old closed account in his name. I contacted Plusnet's webchat to advise of the situation on 24th August. It was left that the account was to be closed.
On the 2nd Sep Plusnet again emailed chasing payment. I again contacted via webchat on 6th Sep and was assured that the account would be closed within 3 days.
On 15th Sep Plusnet AGAIN emailed chasing payment, claiming that his service was now restricted. It certainly was – he had been dead for 3 weeks!!! I AGAIN contacted webchat and was AGAIN assured that the account would be closed off within 3 days.
On 17th Sep Plusnet YET AGAIN emailed a demand for payment, but since this was within 3 days I ignored it as I had been advised to do by Plusnet's advisor.
Today I am at my wits end. I have had my mother on the phone in tears not knowing what to do. Plusnet have sent a letter addressed to my late father to her address, chasing payment and threatening to pass the account to debt collection agents.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-06-14
- Comments
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left within a month of joining. the customer service is appalling, they just dont care.
my speed dropped from 39mb steady (the maximum my line can handle as shown in my router) with my previous 2 suppliers, to a solid 21mb. this is not plusnets fault and they have no resolution. like it or lump it apparently.
- Location
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- Location
- sunderland
- Reviewing
- Plusnet
- Date
- 2016-03-28
- Comments
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They charge for everything...Lots of surprise!
- Location
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- Location
- Newport
- Reviewing
- Plusnet
- Date
- 2019-03-10
- Comments
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What can I say apart from don't go with plusnet started off by taking 2 months before I got connected to Internet after signing up to them then when I complained about it they offered me 2 months free then it gets to last month bill and turns out they held on to two months of phone bills from November and December which they told me was free and tryed putting it on top off my bill for February very sly company and workers don't let you get a word in stupid company suggest going to sky or virgin only decent providers out there lat
- Location
-
- Location
- Oxon
- Reviewing
- Plusnet
- Date
- 2022-12-20
- Comments
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Our contract run is couse, so we changed BT solo for £21.95 per month
Plusnet/ BT did not process the change over and kept us on £60 per month.
Both plusnet and BT solo were no help
refusing to give us the £21.95 rate as promised and only offering £26.95
not to be trusted
- Location
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- Location
- Madeley
- Reviewing
- Plusnet
- Date
- 2018-10-30
- Comments
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I made a mistake and joined plusnet , onj 3three seperate occasions they cut my telephone off , be cause they finalt admitted a member of their staff had made a mistake , they also cut my daughter off who lives 100 miloes awasy , LOUSY company
- Location
-
- Location
- Oban
- Reviewing
- Plusnet
- Date
- 2022-04-10
- Comments
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The same history. Trapped by a contract with no escape from the fraud. I had the service working decently for 18 months, but needed to move home. After asking for my landline and broadband to be moved, just received a lot of congrats messages (you are connected!) But no connection at all. After two weeks of calling and obtaining vague answers, they cancelled my contract and started a new one during a phone call and said that this was necessary because the process of moving house was broken.....still waiting connection.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-12-08
- Comments
-
Service is now completely rubbish compared to when I first joined 15 years ago. Complaints by others here are sooo true. From speaking with a support staff, its clear management is not in sync with their employees and customers.
- Location
-
- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2022-07-15
- Comments
-
Speed is very low even with fiber = 1Mb/s upload and 10 Mb/s download.
The company cut my contract because my neighbour asked for internet and openreach + plusnet just took my line. They offer me to start from scratch, pay fees upfront to open a new line etc. Just a joke. Cheap but be aware.
- 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.