3,751 Customer Reviews over 376 pages

• Reviewer

  Joe W

  Location

  Somerset

  Reviewing

  Plusnet

  Date

  2014-11-04

  Ratings

  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars

  Comments

  Have just moved to Plusnet in last 2 weeks.
  There have been a few connection problems which were due to external phone line/ exchange which were overcome speedily and without fuss.
  Customer Services have been fantastic.
  Its early days so hope it continues, such a change of attitude from my last provider.

• Reviewer

  Joe W

  Location

  Somerset

  Reviewing

  Plusnet

  Date

  2014-11-01

  Comments

  Have just joined Plusnet recently
  There was speed issues which my last provider continually failed to address, however Plusnet solved this now have 5.6GB (last provider 0.7GB)!!
  Their technical services have been fantastic setting up new account and setting up my emails etc.
  Early days but so glad I made the switch.

• Reviewer

  Dr S

  Location

  Coventry

  Reviewing

  Plusnet

  Date

  2014-10-31

  Comments

  I was forced to change to PlusNet as Freenetname had been taken over and so I was advised that if I wanted seamless service, I needed to go with PlusNet. I had little choice if I wanted uninterrupted service, so I was told. What an enormous mistake!
  The service has been appalling! I was unable to receive emails initially and so asked PlusNet to help sort the issue out. Their solution was to duplicate my mail box, which has caused immense problems, resulting in the fact that I do not and cannot use that mailbox anymore. It has attracted mountains of spam, scam emails and virtually anything unacceptable that you could think of. The mail boxes - because there are now TWO - required so much managing that I gave up and now do not use that address at all.
  In addition, my children cannot now even do their homework because the broadband is so slow. They cannot get at the sites they need sometimes within 15 to 20 minutes. They gave up and we had to apologise to the school for the speed of the service here. I have had various phone calls with customer services and they have offered to send me another router - that happened last time I complained but there was no improvement in the service. My IT friend tells me it should not make any difference in this instance anyway and he has advised that this service's speed is so unacceptable that I should ditch PlusNet and go with another provider who can provide an efficient service and value for money. For ease of service and continuity I would like to stay with PlusNet as I have my phone with them as well. However, I was not even able to look up a series of websites efficiently the week before half term to plan my children's half term holiday and was unable to remotely access my school account so I could help my students at school because the speed of the service was so amazingly poor. I was told that if I changed provider, I would have to 'pay through the nose' but really what service do I have when my children cannot even do their homework efficiently in the evenings and I cannot plan their half term break or do my work efficiently? I'd like to see what Plusnet's response is before I take action. However, I'd like the response to be factual and I'd like PlusNet to tell me how they are going to improve this service and quickly. I'd also like evidence of the improvement too.
  
  The children go back to school on Monday and I hope I don't have any more tears of woe because they cannot get online to do their homework. I also cannot afford to be unable to access my work from home because of the poor slow service provided.
  
  I am going to approach Watchdog about this service as I believe it is sufficiently bad that it needs attention. I can see that there are others who are equally as dissatisfied as I have looked at the PlusNet website and other broadband sites.

• Reviewer

  Chris B

  Location

  Doncaster

  Reviewing

  Plusnet

  Date

  2014-10-31

  Ratings

  • Satisfaction
    1 star
  • Customer Service
    1 star

  Comments

  They have been dreadful. I applied for phone line and broadband on the 28th Aug. The line happened on time but has since gone off and I am still waiting for the broadband. Just keep getting fobbed off. Even wrote to the CEO, had no response, yet they still keep taking my money. The broadband was provisioned to the wrong house in September, it's November tomorrow and still no sign of anything. so now I am left with no phone and no broadband. Their adverts are a joke.

• Reviewer

  Jon

  Location

  Birmigham

  Reviewing

  Plusnet

  Date

  2014-10-27

  Ratings

  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star

  Comments

  used to be good for about a year, now since moving to unlimited, the speed is unusable

• Reviewer

  Chloe

  Location

  Gear

  Reviewing

  Plusnet

  Date

  2014-10-27

  Comments

  Highly disappointed with this internet provider, with rubbish connection which kept cutting out every week or so for an hour plus I changed providers which I'm so happy about. I was paying just over £40 a month for connection which I was lucky to even get! Since changing internet providers I've had no problems at all!! None of the ones I had with plusnet and I'm paying less than half the price!! Feel as though they have robbed me with the amount of money i spent not only monthly but the amount i spent to cancel my package! NOT HAPPY!!!!

• Reviewer

  brice

  Location

  fleet

  Reviewing

  Plusnet

  Date

  2014-10-27

  Ratings

  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars

  Comments

  Plusnet are wholly owned by BT although they don't tell you that. If I had known I wouldn't have bothered with them at all as BT Internet service is the worst I have come across. I get 2mb/s line speed, when they say I should be getting 7.5mb/s. I have raised this through their online assistant and when I last checked they had closed the service ticket for each query without bothering to respond. Very poor.

• Reviewer

  Adam

  Location

  UK

  Reviewing

  Plusnet

  Date

  2014-10-21

  Ratings

  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars

  Comments

  Absolutely abysmal treatment when moving to another provider. Had an email informing me that my service would be cancelled - but direct debit was still collected the following month.
  
  Contacted the customer services team to rectify this - got a refund and was assured that the service would be cancelled.
  
  The next month they tried billing me again. I contacted customer service to get this cancelled but they failed to do so before the billing date.
  
  However, as I had cancelled my direct debit I then got non-stop emails and text messages harassing me for payment.
  
  Feedback to me from customer service was non-existent and the emails and text messages kept coming for over 3 weeks.
  
  Eventually, my whole account was closed but the first I knew about this was when I tried to log in to their portal to find that my account details no longer existed.
  
  For a company that is supposed to have a reputation for good customer service I would have expected better.
  
  Now, I am left needing to check my credit reports to ensure that their automatic systems haven't flagged my account as being late paying - I raised this issue with them but they just continued to ignore me.
  
  I will never be returning to them and could not recommend people enough to STAY AWAY!

• Reviewer

  Malcolm

  Location

  London

  Reviewing

  Plusnet

  Date

  2014-10-16

  Ratings

  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star

  Comments

  Plusnet set up my accounts to start paying them immediately. My direct debit with my previous employer was cancelled. Then nothing has happened for two weeks. My previous supplier will be charging me at a higher rate. Sales staff are available immediately, but there is no such availability for existing customers.
  
  Appalling service because no service and costing me money with the supplier I intended migrating from.

• Reviewer

  Calvin

  Location

  London

  Reviewing

  Plusnet

  Date

  2014-10-14

  Ratings

  • Satisfaction
    1 star
  • Customer Service
    1 star

  Comments

  I can't comment on the quality of the broadband as I'm still waiting for things to be installed.
  
  Do not order with Plusnet - so far we've spent over £40 on phone calls chasing them and taken three days holiday from work to wait at home for installation and we still haven't got things properly installed. I never really bother to post reviews like this, but the service has been so bad with Plusnet - and I'm so infuriated - that I'm posting this. What follows is boringly detailed, but I'm putting it here for the record:
  
  Ordered fiber broadband on the 23rd August with installation date set for the 16th September. When the engineer came, we were told it was only to install the phone line and someone else would have to come to install the broadband - Plusnet did not explain this when we ordered.
  
  I had already taken one day off work, and had to take another off on the 23rd September for the second visit. During the first visit, the engineer pointed out that our phone socket was not near a power outlet, but that would be fine as the engineer installing the broadband would be able to run a wire through and install a socket near a power point.
  
  When the engineers arrived for the second visit, they said Plusnet had not ordered a "full installation" (Plusnet use BT engineers), so they did not have permission to move the phone socket and could only set up the broadband through the existing socket (which doesn't work as both the modem and wireless router need a power socket). Between all of this, we've had to make several calls to Plusnet, which has cost well over £40 (we couldn't use our land line as there is also a fault on that which Plusnet also haven't sorted out yet - and Plusnet don't do call backs, even though they're the ones who have messed up), with all the time waiting to get through to people.
  
  Plusnet said they would expedite the order to ensure a BT engineer came to do the full installation, but the visit was then not arranged until today (14th October). This time, my girlfriend has had to take the day off (third day of annual leave taken from work just for installation of internet). The BT engineer has just arrived and told her that he doesn't have permission to move the phone socket as Plusnet have not ordered a "full installation" - which was the whole point of this visit happening. This has been a complete waste of our time and money, not to mention all of the holiday days we've had to use up just to stay at home for a job to not be done as promised on three occasions.
  
  BT have blamed Plusnet and Plusnet have blamed BT. I don't care; we're Plusnet's customers and they should be sorting it out, regardless of where the blame lies. I have no idea what Plusnet plan to do next, but I'll be expecting a refund and more for all the money lost on phone calls and time taken off work on account of their incompetence and the inability of Plusnet and BT to work together - and if it's not sorted out very soon, I'll be cancelling altogether (the only thing stopping that - only just for now - is the pain it will be to have to start the whole process again with someone else).

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.