3,751 Customer Reviews over 94 pages
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- Location
- South bucks
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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I moved house 4 weeks ago and contacted plusnet straight away to do my broadband after reading their review on which. I was promised a broadband service within 10 working days. After 2 weeks of no word I contacted plusnet, after a 30 minute wait on the phone I was told that my order had been cancelled due to a system error which nobody picked up. Since then I have spent at least 3 hours on the phone to them trying to sort this mess out. i was told the Internet would be connected within 5 days of my phone line going live. What they didn't tell me is that someone would have to action this before the process started. It took them 5 days to action so including weekends another 2 week wait period. The final straw came when they sent me an adsl router instead of a fiber, I called them and after another half hour on the phone was told that when they had restarted my order they had signed me up to adsl by mistake. This would take another 2 weeks to remedy. I decided to cancel. Plusnet told me it would cost me £80.00, it took me 3 calls and another hour to convince them to waive this charge. I also asked them to keep the line open as I wanted to switch provider, they told me this wouldn't be possible. I told them about the ofcom rules stating that it is my legal right to have the line kept open, they agreed but I have now received a letter from my new provider saying the lines been cancelled and I'm going to have to wait another 10 days to have it reconnected! Awful awful company. Stay away
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2015-12-29
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2016-08-10
- Comments
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Atrocious!! I was told from the get go that I was not able to get Fibre and so I ordered standard Broadband. They posted 4 routers to various incorrect addresses before I finally received one a month after my contract had begun, the speed is terrible, had to cancel Netflix as cannot stream. I then find out my neighbours have Fibre at their properties and an Openreach engineer told me I would be able to have it too, so I rang Plusnet who told me I couldn't because "computer said no" but they'd speak to Openreach... 2 months and numerous emails later and I was finally told. No. So I then emailed Openreach myself... 1 day later my address was updated on the system and low and behold I can order Fibre. Plusnet are the slowest, most ridiculous company I've ever had dealings with. Completely useless.
- Location
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- Location
- Notts
- Reviewing
- Plusnet
- Date
- 2016-07-25
- Comments
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Extremely dissapointed with plusnet. Offer promotional discount of £50 which was not recieved and now I am locked into a contract.
They will not reissue the missing cashback
- Location
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- Location
- cardiff
- Reviewing
- Plusnet
- Date
- 2019-05-19
- Comments
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I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2017-08-25
- Comments
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I contracted with Plusnet to supply business broadband. This is the worst mistake I have made in many , many years. I am now into my third week since my first " engineer appointment" to sort out my telephone line. I would need an A 4 page to catalogue the sequence of events.
I am now waiting for my third five hour "slot" to attempt to solve the problem. I estimate that I have spent approximately 4-5 hours on the phone, to no effect.
I am losing the will to live.
I assume that Plusnet read these reviews and I challenge a senior manager/ director to contact me to try to resolve the problem. Although their employees are invariably polite etc they are repeating the mantra of a company with some of the worst customer service I have ever come across.
Take the advice of one who knows - do not under any circumstances contemplate dealing with this company.
- Location
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- Location
- grantham
- Reviewing
- Plusnet
- Date
- 2015-10-15
- Comments
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Following a house move PlusNet were incapable of handling the transfer. After weeks of frustration, incompetence and broken promises I moved to a new provider. I am now in dispute with them over cancellation fees. Yesterday they sent me a bill for £20425.00 They seen more interested in advertising how good they are but their systems appear chaotic and unable to cope; apart from sending money demands. It is virtually impossible to get through to them and when you do succeed they are no help. Best steer clear of PlusNet.
- Location
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- Location
- west midlands
- Reviewing
- Plusnet
- Date
- 2019-06-04
- Comments
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customer services useless, we will call back in 1 hour no call back!!!!
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2014-02-15
- Comments
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I pay only £2/Month for unlimited broadband. I should get 14 Mb but I get between 1.7 Mb and 7 Mb (if a good day). With O2 I always got 12-13Mb. I cannot watch (ever) BBC iplayer without cuts (or Lovefilm). Gaming? What is that? Since I am with Plusnet I cannot even dream about playing CS or BT4.
Avoid even if you get it for free. It's pointless. I can't watch a movie in 1 go without having to reload 5-8 times.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-10-31
- Comments
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Problem's if you have Alexa or anything else that needs broadband you'll find Plusnet can't cope, connection goes up and down like a yo yo, customer services gone through the motions sent two people around to try and find fault at my end, can't wait till my contracts finished.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2017-03-14
- Comments
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PLEASE AVOID THIS CO AT ALL COSTS. They are fraudulent in how they acquire customers, I was transferred to them from Sky using dubious sdales practice. Customer service non existent and broadband speed was less than 1 MBPS at times. I have no idea how they are still in business.
- Location
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- Location
- Lancs
- Reviewing
- Plusnet
- Date
- 2023-02-23
- Comments
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Dreadful paid for 6 months that didnt work then they had the cheek to offer me 6 months free (in other words nothing as Id already paid 6 months not working)plus one manager tried to blame me for the whole thing
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2016-09-21
- Comments
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5 mb average speed been paying for up to 40 meb and min 27 mb.
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2017-08-05
- Comments
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I am not complaining about the serve Plusnet provides because I have never tried it yet. No what I am complaining about is their customer service. Its the worse I have ever come across in my whole life.
I ran into a problem while ordering the service. At the end of the form I thought they were giving me a choice of paying by debit card or direct debit, so I filled in my card details and clicked on pay and my payment was accepted. Trouble was, I could not complete my order without accepting the direct debit. So I filled in the details for that. But then it wanted me to pay again. Why on earth did accept my payment in the first place. Why did it not simply say I needed to accept the direct debit first. Anyway, not being able to continue I decided to pay again and ask for the second payment back later. My bank security did not accept the request for a second payment and called me to confirm it.
After trying to contact customer services on the phone 3 times but only getting an automated message saying all their advisers were currently busy. Oh and I can tell you that it does not matter when you call or how many times, you will always get that same automated message, and it will be repeated over and over again until they eventually take you off hold, which can take they say about 15 minutes, but believe me that 15 minutes will stretch to half an hour or more.
Personally I gave up after the first hour, in which time I played 4 games of chess and made 2 cups of coffee.
The fourth time I called them I got through after only waiting for about 30 minutes. It was by then over 7pm and I was told I needed another dept which was now closed and that I would have to wait until the morning to call them.
I am not officially a customer yet and here I am complaining about their customer service. If this is an example of what I can expect I cannot see as I will be staying with Plusnet after the contract ends. I may even try to cancel the order and get a refund before it starts.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2018-03-22
- Comments
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Speed and reliability are fine but customer service is ZERO.
They have problems invoicing me from time to time (their fault not mine) and you CANNOT get hold of them on the phone to sort it out. There is no web based assistant you can contact and no email I can find. RUBBISH!
- 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
- Highlands
- Reviewing
- Plusnet
- Date
- 2015-07-28
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-04-05
- Comments
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Escaped from Virgin as their price went up far too much and very unreliable, it took some time to get set up with Plusnet but that was down to open reach cockup. So far I have had no problems, I'm getting average 42 mbps and the whole house has good WiFi coveridge. Customer service has been excellent. I made a good move
- Location
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- Location
- colne lancashire
- Reviewing
- Plusnet
- Date
- 2019-02-05
- Comments
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i have had nothing but trouble from plusnet i would never recomend the company to anyone thay are false advertising on tv saying thay will go the extra mile its all rubbish i have asked for a manager to call me back on several acations but no body ever rings back as soon as my contract is up im out of here i am taking my case to the pdf and the onbudsman as this is rediculas the way ive been tret the staff tell you one thing then thay dont do it im contacting the papers about the service
- Location
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- Location
- Halifax
- Reviewing
- Plusnet
- Date
- 2016-05-26
- Comments
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AVOID - hidden charges !!!
Speeds very low at peak time but to be charged £30 for a disconnection fee when I'm not in contract is a joke. It's hidden away in your terms & conditions. Avoid at all costs !!
- Location
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- Location
- Stixwould Nr Wodhall Spa, Lincs
- Reviewing
- Plusnet
- Date
- 2017-04-14
- Comments
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We have just moved and sadly the Broadband is none existent. Yet the service was just about working on 0.13. Now the service is not working at all. Despite all the help Plusnet has given me BT seem to not want to bother in replacing an old phone line. That said most of the BT engineers have been extremely helpful. All other sources of broadband providers either cannot work here or are so expensive. At the moment I am borrowing a friends EE mobile unit. I am angry at the system. BT have an obligation to to ensure all telephone wires work but sadly have no duty as regards to broadband. In my last home I would have given Plusnet all top stars as we have been with them for years.
- Location
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- Location
- Clitheroe
- Reviewing
- Plusnet
- Date
- 2019-01-03
- Comments
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Awful service. Used to be very good, but no longer. Messed up our house move. They mistakenly ordered fibre instead of broadband. Took ages for them to rectify the situation. No sign of effort to make good on own mistake. Frequently queued for 30+ minutes to get through. Record was 37 minutes.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-06-06
- Comments
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They don't accept email.
I've been off for about six weeks this year so far.
They apparently cannot remotely diagnose a fault with the modem they supply, and left me to discover that this was the fault lately. I thus was at the mercy of the £85 charge for BT outreach to enter muy home and diagnose my modem.
I have to ring them now (and wait however long that takes) to get a MAC code.
After 8 years, most of them fine, I'd say they are now dreadful.
- Location
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- Location
- Wakefield, West Yorkshire
- Reviewing
- Plusnet
- Date
- 2020-10-04
- Comments
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I moved home 12 months ago, and there followed a succession of problems. Firstly for some unknown reason someone put us on ordinary broadband from the super fast, but continued to charge the faster rate. From day one we had no end of problems with coverage and reliability. After a number of calls and a replacement router, still the same problems. They then sent an engineer who suggested buying boosters as it a 3 storey house, which I duly did, still problems. They tried slitting the bands, still no better. I tried to persevere but it kept dropping all the time, which was a nightmare as my partner works from home on live spreadsheets, which are not self save, and she lost her work. Finally I decided to cancel my contract as it was not fit for purpose. A very rude lady on the other end said I had not followed their fault reporting process and I would need to pay the cancellation fee. I have now installed bt 2 all cover, perfect!If you live in wf2 do not buy plusnet.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-01-27
- Comments
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Customer service is very poor. Do not trust the online chat service.
When things go wrong they are of no help, and seem happy to loose a customer rather than make up for their mistakes.
- Location
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- Location
- Harrogate
- Reviewing
- Plusnet
- Date
- 2016-12-22
- Comments
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No problem with joining and the speed of service.
Sadly teh customer service leaves a lot to be desired. I took on a years contract & paid upfront for line rental. No problems with that except that when I tranferred to another provider at the end of the contract, Plusnet automatically put me on a rolling monthly contract that started AFTER the transfer date and despite them knowing full well that I was leaving them. Fortunately I had cancelled the direct debit once they'd collected the balance of call charges. I've been receiving threatening emails and texts ever since demanding money for a service I didn't request and has never been provided!
Trying to speak to a human being is nigh on impossible and when you do get through they put you hold for 8-10 minutes whilst allegedly checking records.
At the end of this they claim that I am at fault for not ringing them up to cancel a service I didn't order - go figure.
Won't be joining Plusnet again. Ever.
- Location
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- Location
- Thirsk
- Reviewing
- Plusnet
- Date
- 2020-01-03
- Comments
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Been with Plusnet for almost 18 months and was about to renew contract for about £30.00 including anytime calls, but was told this deal was for new customers and I would have to pay an extra £10.00 per month extra. Customer loyalty doesn't matter with them.
- Location
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- Location
- Harrogate
- Reviewing
- Plusnet
- Date
- 2017-01-09
- Comments
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No problem with joining and the speed of service. Sad that that is something that needs to be stated as it the product that they are selling. All goes down hill from there.
Sadly their customer service leaves everything to be desired.
I took on a years contract & paid upfront for line rental. No problems with that except that when I transferred to another provider at the end of the contract, Plusnet automatically put me on a rolling monthly contract that started AFTER the transfer date and despite them knowing full well that I was leaving them. Fortunately I had cancelled the direct debit once they'd collected the balance of call charges. I've been receiving threatening emails and texts ever since demanding money for a service I didn't request and has never been provided!
Trying to speak to a human being is nigh on impossible and when you do get through they put you hold for 8-10 minutes whilst allegedly checking records.
At the end of this they claim that I am at fault for not ringing them up to cancel a service I didn't order - go figure.
Eventually spoke with a human in mid-December who seemed to understand and committed to putting things right FROM THE ACTUAL TRANSFER DATE in NOVEMBER. No surprise that I'm still getting emails saying that my "request to cancel" will be done on 16th Jan!
These people are a complete joke.
Won't be joining Plusnet again. Ever.
- Location
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- Location
- Brassington, Matlock
- Reviewing
- Plusnet
- Date
- 2018-10-16
- Comments
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Been a customer for many years. Now when I need them to show me their true colours - (I've a dead landline provided by them...with no mob signal in village....and I've just returned from major cancer surgery in hospital) - they are just crazily unappreciatuve of my plight and will be be a minimum of 3 days with no landline connection! Unbelievable!
- Location
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- Location
- Maidstone
- Reviewing
- Plusnet
- Date
- 2021-04-29
- Comments
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I'm new to Plusnet and transferred on recommendation from a neighbour. Signed up online to a package, everything arrived OK and my phone/internet is up and running.
I had a shock when I got my bill and had to call customer service, I got through very quickly to a guy called Alistair Leonard who was able to answer my question and sort my query.
I was expecting a long wait and then struggle to speak with someone and a bog standard answer to my query but got none of it. Most reviews are poor my my experience was excellent so well done Plusnet.
- Location
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- Location
- MANCHESTER,CHORLTON M21 7RW
- Reviewing
- Plusnet
- Date
- 2011-08-16
- Comments
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For the price it is top rate ISP and i got the first 6 month's free and in general far better the Virgin which i left after 12 years.
- Location
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- Location
- lancs
- Reviewing
- Plusnet
- Date
- 2016-12-08
- Location
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- Location
- lancs
- Reviewing
- Plusnet
- Date
- 2016-12-07
- Location
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- Location
- rotherham
- Reviewing
- Plusnet
- Date
- 2016-10-22
- Comments
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I have been with Plusnet over 2 years. I will not be re-newing Just lately broadband speed, getting hold of customers services is shocking. I was told that they had invested in customer services to bring down wait times, this is simply not correct. They don't respond to emails, call you back, investigate problems. I will also be going back to BT.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-02-24
- Comments
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This company was a pleasure to deal with until about 2 years ago. Then various problems started. I was told I could have fibre and they upgraded me only to find out I couldn’t. It took about 9 months before I got my service back properly, the staff I spoke to were incompetent they couldn’t find the problem which in the end was settings their end. Now I have lost my internet again and as I am just out of contract they told me to go and find another provider! They are rude and lack empathy, I have been with them for a very long time too. They aren’t interested in keeping customers just getting new ones. I won’t ever go back, they also need to change their statement “ we will do you proud” absolutely not true. Stay well clear.
- Location
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- Location
- Sudbury
- Reviewing
- Plusnet
- Date
- 2021-06-20
- Comments
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Terrible company to deal with. Been with Plusnet for almost 2 years, £32.98 a month for broadband and landlines. Paid this amount by direct debit without any problems, until 20 April this year. Bill came through as £35.98, rang them to be told the discount hadn't been applied. Then I get a text telling me "good news you are owed a refund" it's my money you took without my consent!!!! Next month bill for £38.00, same reason. So I cancelled dd, as they were actually stealing from me. I paid what I owed them by card online. This month's bill comes through and I am told because I haven't got a direct debit set up my Internet has been restricted straightaway. But if you want to talk to a manager you have to wait 3-5 days. I have told them I am now leaving as they broke the contract by tryin to steal my money. Rude, dim customer advisors. AVOID!!!!!!!
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
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PlusNet's customer service is quite simply one of the worst I have had the misfortune to encounter.
Our internet drops constantly. They tested this and needed to send an engineer. They can only give appointments for blocks of time so 8:00-13:00 or 13:00-18:00. We booked an appointment and the engineer never turned up. They did say that if we weren't there and the engineer missed us they would charge us £50, however, the arrangement isn't reciprocated. PlusNet then said somebody would contact us within 48 hours. I suspect that they aren't working on the same 24 hour clock that the rest of us are working on because 4 days later and still we wait and still we have service that is not fit for purpose.
When you ring up you have to make sure you have an hour as you just hang on the phone for ages.
They are cheap but you pay for what you get and they are appalling. Seriously don't go with PlusNet. Pay a little more and get a quality provider.
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
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After the experience I've had today with Plusnet I find it incredible they have any customers - I spent the day waiting for a fibre engineer to install broadband - no show - after an hour on the phone it seems bt changed the appointment to tomorrow - and they accept the alteration wasn't passed on to me - demanded a full refund and got it ..... But feel I should get some recompense for the lost wages te on the and interest on the monies I paid them in advance - I see no reason why I should be out of pocket by even one penny when it's a communication issue between them and bt ! Not impressed that a company could make such a Ridiculous error........ I'm gonna try sky next as my previous attempt with Talk Talk was equally bad
- Location
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- Location
- Alloa
- Reviewing
- Plusnet
- Date
- 2017-07-10
- Comments
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Speed seems to fluctuate a lot.should be getting up to 38mb but rarely getting over 25mbps sometimes well under 20mbps.
- Location
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- Location
- bury st edmunds
- Reviewing
- Plusnet
- Date
- 2015-04-21
- Comments
-
Avoid at all costs - worst company i have ever had the misfortune to deal with!! Internet dropped out at 8 every evening - they tried to tell me it was a line fault. When trying to cancel they tried to make me pay £80 to do so and when i said no way threatened me with debt collection agencies etc. When i advised i was within my 14 days cooling off period their story changed - they however did not offer this information!! The whole experience of trying to cancel this contract took 1 hour and 50 minutes on the phone. Said they would cancel immediately but refused to give me a mac code - 2 days later (and another 45 minute call to customer services) i am still awaiting the disconnection of this abysmal service, which cannot come to an end quick enough!!
- 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.