3,751 Customer Reviews over 94 pages
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2016-07-28
- Comments
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Nightmare from hell, After more than a year still issues but there quick to threaten a disconnection charge if I leave but no fix.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2020-07-09
- Comments
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Had nothing but problems fast few months but tied into contract. Numerous complaints have resulted in no improvements, despite paying £35 for their fastest. Impossible to work from home!
- Location
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- Location
- Watford
- Reviewing
- Plusnet
- Date
- 2016-10-29
- Comments
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Terrible service. Terrible connection. Terrible customer support. Unfortunately, I would encourage everyone not even think about getting Plusnet as an internet provider.
Moreover, I am happy that I got internet connection at all. It took three weeks, six (yes, six) hours of waiting on phone to get to customer service, in order to force Plusnet to provide me internet connection that I am paying for!
The bad review of Plusnet can take as long as the entire Lord of the Rings trilogy.
Don't get Plusnet - you have been warned.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2022-09-19
- Comments
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I’ve been with them for 18 months and they haven’t missed a beat. I’m only leaving because I like Amazon vouchers.
- Location
-
- Location
- Liss
- Reviewing
- Plusnet
- Date
- 2021-04-17
- Comments
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I called plusnet to change the account from my husbands name to mine. I explained to the operator that my husband has recently passed away and I had found an email to him from plusnet requesting we call to discuss what plan we wanted to be on when our 2 year contract ended in a couple of months. The operator took a while to understand but eventually after offering a cheaper price we agreed that the account would close when the contract expired which gave me a few weeks to get set up with another provider. Our Internet coverage had been playing up quite a bit recently and in fact wasn't working at all that day. I was told that there was an outage but service would be resumed ASAP. Next morning no Internet and now unable to make calls on the landline. I called at exactly 8am and got through very quickly. After quite a while I was told that the account had been closed the previous day and I no longer had access to the Internet. This was very bad news as so many things still have to be arranged for my husbands funeral. I now have no Internet or phone. Plusnet claims to want to care for its customers needs is a sham. At the worst time of my life I have been left totally without support. We were with plusnet for more than 20 years and truly did not deserve such appalling treatment. Shame on you plusnet.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-03-12
- Comments
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awful experience; advisers couldn't solve the problem for three weeks; with my new provider, my internet works perfectly well
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-03-11
- Comments
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STAY AWAY!!!! Go to a serious provider that cares about its customers and doesn't just want to hook them up. They lie to you that you can cancel within 14 days and it takes them 14 days to set up your service. So there is no way you can TRY if the service or speed is good enough for you. Their sales team advisor was straight up lying to us that we're gonna be able to try it and cancel for free (because we had concerns about the speed they were offering us), just to hook us up. While fully knowing that that's not possible as the 14days have already expired by the time you have active service. And their support is not helpful at all! Josh from the sales team was even trying to persuade me that "try the service" doesn't mean that I'm gonna be able to test it out. A joke of a company
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2020-01-19
- Comments
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Used to be impressed with plus net for customer service. Been with them for over a decade. Not happy this past year or so though. 2 hours waiting for a call to be answered this week (and it wasn't answered, I had to give up!)....i have had similar waits in the recent past. Online chat was unavailable everytime i tried . Customer service variable some good people but also lots of surly ones too. And no apology for the rubbish service when I mentioned it! I will look for a new provider when my contract is up. Also, when you have no internet, plusnet say you won't be charged for the period without but you have to contact them after and ask for this amount to be refunded! Shame, they used to be good!!
- Location
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- Location
- ESSEX
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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Got a message from them after 5 years about renewing my domain name that was FREE. I have had major trouble talking to someone about it, I call them and they cant put me through to anyone and am assured someone will call me back. Next day I get a text message asking how my support call was handled. They closed the ticket without calling me.
So I opt to let my domain expire and grab it back as soon as I can after it's released, I click the "Let this domain expire" button and the message said "This domain will be allowed to EXPIRE", Plus.net then renew the domain at no cost to me for two years holding me to ransom, I cant edit it or change anything it says restricted or I don't have access to this. There should be a law against this type of piracy, I now have to pay a transfer fee more than the renewal.
I really don't like plus.net at the moment tho I did have a trouble-free 5 years. hey ho if I hadn't renewed my contract a few months ago I would leave.
DONT, I repeat DONT chose this company if you want good customer service. The support has gone right down the pan and to be honest It's looking like there not going to be around for much longer. Possible a buy out.
If I could give ZERO stars I would.
- Location
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- Location
- N17 London
- Reviewing
- Plusnet
- Date
- 2019-07-11
- Comments
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Half of the time, it is useless. Plastic rubbish routers, and same problems circling monthly. Worst of the worst
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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Waited five days for transfers of service. Customer helpline worse than useless.
Will be taking legal action over delays and many hours spent online and on phone.
God knows where they get their customer service people from.
I would have done better to stick the Ethernet cable up my @@@ And whistle Dixie for all the help I got from them.
Now seeking legal redress. Lucky to have barrister in the family.
Please avoid this company,
They will do you .....
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2015-11-02
- Comments
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Signed up with PlusNet two weeks ago to escape Sky-high broadband charges. They arranged to take over phone and broadband on November 2. Sky cut phone and Bb at 8.30am PlusNet did nothing. They did not even send me a router. Call to customer service got me nowhere and they at first refused to call me back despite making me wait 30 minutes to speak to someone.
When they did call my mobile I was told they had a problem with their supplier - that's BT the company that owns them!
Now told I should get Bb and phone by November 5. There will be fireworks if I do not. Strange thing was they notified me by email - even though I did not have it.
My first call when I get my phone line back will be to the trading standards department and my solicitor with a view go taking out a county court action.
Avoid. Avoid. Avoid.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2016-07-13
- Comments
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RUBBISH SERVICE One year on still having faults, Slow slow slow . Had all the usual excuses and threaten with a £50.00 call out fee if fault my side of socket,I quickly agreed if they paid me £50.00 if fault was there side which it was £50.00 plus some compensation but here we go again second and third batch of issues since the repair. Have not even got the decency to release me from my contract so looks like off to the ombudsman this time.
- Location
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- Location
- Rugby
- Reviewing
- Plusnet
- Date
- 2015-06-12
- Comments
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Agree with many reviewers here, Broadband got worse over the last year, dropped every evening about 8.30. I tried to change but they did something weird to the line before the agreed date so that BT couldn't pick it up again for 11 days. Plusnet said they could restore it within 2 days and gave me a great deal. I have been without BBand for 10 days now anyway so I should have waited and given BT a chance. Customer service is a joke, they just pass you round from team to team of scripted morons, having waited on the phone for 30 mins with irritating music. They don't value their customers. To be fair if you ring their tech support line at about 6.45 a.m. you tend to get someone sensible, if powerless, and they try to goad the account teams into the correct action. To quote their engineer, "this place is full of idiots". I'm giving them 24 hours before I cancel the lot and go back to pigeon post.
- Location
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- Location
- Houghton Le Spring
- Reviewing
- Plusnet
- Date
- 2019-12-31
- Comments
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Dont use plusnet there broadband is very poor, ive had nothing but trouble with then since i took out broadband with them , i was with BT years ago and was placed on an 18month contract by a lad standing in the metro cente offering a free upgrade to existing customers, any way i asked plusnet if they were the same company as BT and told Know , it was a lie. if i new that i would never have gone with them.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2019-01-09
- Comments
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AVOID AVOID AVOID AVOID
Slow, the router are wast of time, they dont rich all the areas ( my apartment is tiny!!)
if you change a little ting like cancelling extra calls or adding anything they will automatically a new contract (make sure you read the small letters) and you have to be with him for longer than you think!
STUPID PLUSNET!! I HATE YOU!!!!
- Location
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- Location
- Winsford, Cheshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
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Nightmare from start to finish, from my change over from service provider. When it didnt happen on the agreed day l called them from my mobile, 30mins queuing to speak to Customer Services to be told can go live up till midnight. Nothing rang engineers next day, said sent me a text to say it was no going ahead on that date. I explained l rang within 3 mins of getting text and was assured no problem and would happen as planned on arranged date. Without broadband & phoneline all over Christmas. Poor wifi speeds that drop to very slow after 3pm. Now signal keeps dropping 3 times in 30 seconds. Downloads dont even complete overnight, 12-7am and only 92% for a movie. Cannot make use of subscrption TV and movies because of poor speeds. Got a new base unit, not fixed it. Unscrewed cover from wall, not fixed. Ran test for 72hrs, fault been occurring for 3 weeks now. After test, engineer promised a call but just rang once hung up then sent an email, saying all tests ok. Its not and now in queue for 45mins to speak to Tech dept for 5th time. Want to cancel contract with plusnet. 1/10
- Location
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- Location
- Cheadle Hulme
- Reviewing
- Plusnet
- Date
- 2018-03-24
- Comments
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Wait for ever for phone to be answered by customer service. Email to customer service manager not responded to. Never know when broadband will be working
- Location
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- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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I didnt think l could hate a British company this much. Problems with them from sign up, to installation up to CASBACK offer to call waiting to speak to Customer Services 15/45 mins OMG they are in communications. After waiting they refused to let me speak to a superviser and said they would email me my outcome. Worse than useless.
- Location
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- Location
- Sedbury Gloucestershire
- Reviewing
- Plusnet
- Date
- 2018-11-22
- Comments
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My issue with this company is WiFi,I can only get 2.4ghz. 5ghz does not work and has been disabled. Bearing in mind I live in a bungalow WiFi will only work with 2.4 in the room that the hub is in. I have had to buy a booster to use my tablet in the bedroom. Was promised a gesture of goodwill payment when this was suggested but the person dealing with this has been replaced. I've had enough, just waiting for contract to end to get out.
- Location
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- Location
- Tonbridge
- Reviewing
- Plusnet
- Date
- 2020-01-31
- Comments
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I suffered Plusnet for 6 months during which time I could only receive reliable Wi-Fi in one room. In fairness they replace the router without question, but this didn't resolve the issue. I finally terminated my contract following a support call with one of their technicians who advised me that the reason I couldn't receive a signal in the kitchen was due to a Microwave: Something I don't own. The only positive thing about Plusnet is how quick it is to get through to their support team, but this is offset by their lack of Technical ability.
- Location
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- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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I am sure PlusNet works OK for some. The problem is the broadband service is wholly unreliable at various point in the chain between the internet and even one computer, especially via Wifi.
Using the router's built in tools, the broadband itself fluctuates massively between 63Mbps (it's a 76mbps package) and 9mbps. The Wi-Fi on the Technicolour router is chronically bad on anything other than Mac devices, apparently because of the way the radio frequency protocols work. The fastest I have ever gotten from the system when it had 63Mbps was 34Mbps and that was right next to the router. The router is at one end of the house and a fixed PC the other and I have been as low as 0.34Mbps, for Fibre.
I just couldn't get my head around how I was seeing speeds this slow on a fibre connection. At the same time I check the router speed and it was at the 9Mbps. So you get a chain of things going wrong, each reducing the quality of the already poor 'previous step' by another order of magnitude.
This ridiculous quality of technical service has been the same in Manchester and in London. I've toyed with the idea of buying my own router.
I've not tried customer services yet, so can't comment on their abilities (so I've marked it a 3), but one thing I recommend with any broadband contract is don't expect what you get the day it's installed to be what you get in 10 days time. Traffic shaping, that all providers use to balance internet loads takes time to rebalance networks. So when the engineer leaves, the speed you get in 10 days will be different to how it is when installed.
On the plus side, the upload speed is very good. In fact, it's unmatched.
I was previously with Virgin Media, with 152Mbps but had to move to someone else because VM don't cover this area. I can't tell you how much I miss it. As someone who routinely works from home, this is a very costly problem for me because it impacts the speed at which I can work. However, I don't want to pay for a dedicated line as I can't justify the expense.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-12-16
- Comments
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Only became a PlusNet customer over 3 years ago because they took over my previous provider. Contacting customer services (or non services) has always been the same, you wait ages to get through on the phone. They have been saying for years that they are recruiting more staff. The only reason I've stayed is because of the hassle of changing providers, new email address,setting up the router, etc. If only it was as easy as changing your mobile.I recently had to call there technical help line. Didn't twig at the time that, as it was an 0844 number, I'd get charged! They refused to refund £17.99 in phone charges when the problem was a faulty router. Couldn't possibly stay with them in the circumstances.
- Location
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- Location
- oxfordshire
- Reviewing
- Plusnet
- Date
- 2015-10-20
- Comments
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useless,unreliable and takes weeks to do anything, leaving is also a nightmare. Do not want to let you leave after agreeing to you leaving, then wont refund prepayment period. Have wasted litterally hours on the phone to them.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-07
- Comments
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Awful provider. The Internet worked fine for the first three months at decent but not amazing speeds. Then it became extremely slow, continuously dropped off and we'd report a fault each time, the connection would be restored via a reset and this would last about two weeks before the same problem came back. The online chat is useless, the person only ever tells me to report a fault, there's no point wasting time waiting. The call line is also terrible with a 45min average wait time if you are lucky. Worst Internet provider I've ever used.
- Location
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- Location
- North Yorkshire
- Reviewing
- Plusnet
- Date
- 2021-06-24
- Comments
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Dreadful, do not go with Plusnet. I've just changed over to BT, and suddenly we have reliable internet that doesn't keep dropping out. They agreed to waive our early contract ending fees but subsequently forwarded the amount onto their debt collector - I'm still trying to sort this out months after! Dreadful service, incompetant.
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2022-05-04
- Comments
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Absolutely dreadful customer service for business. Extremely long time waiting for call to be answered. Totally incompetent when dealing with my problem with new line. Only ever contact me with text which I cannot reply to no email I can write to ---just the phone number which no one wants to answer
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-08-23
- Comments
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Their customer team are polite & responsive but other than that the experience has been pretty poor.
I signed up on the promise of a £75 cashback. I've had to chase this twice now and still haven't received it.
The service promised a minimum speed, which since we have had it has already dropped below to 4.1 (which is almost unusable).We are in central London so not really any excuse either.
And the chat service if you are an existing account - not a new customer - almost never works.
Not impressed.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2018-06-13
- Comments
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3 months already with just 0.2 Mbps
- Location
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- Location
- Newport Shropshire
- Reviewing
- Plusnet
- Date
- 2021-01-25
- Comments
-
Cannot get in touch with providers speed that slow cannot watch my music on YouTube
Losing connection every night
Absolutely the worst provider I have ever been with
- Location
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- Location
- lancs
- Reviewing
- Plusnet
- Date
- 2013-03-15
- Comments
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don't waist your time or money swapping to plusnet NOTHING BUT HASSLE AND PROBLEMS FROM OCTOBER 2012 WHEN CHANGING OVER TO PRESENT MARCH 2013. Didn't bother to advise us of the answer machine (nor ask) engaged tone and an answer machine of our own which didn't work for over 4 months. it took constant emails and complaining about the telephone and internet going off and explaining about engaged tone and a BT ENGINEER TO COME OUT AND FIGURE IT OUT. CANNOT GET THROUGH TO ANYONE TO SPEAK TO ONLY SALES. SO FREEPHONE OR NOT, UNLESS YOU HAVE ALL DAY TO WAIST YOU DON'T GET THROUGH.
NEVER EVEN BOTHERED TO CONNECT US AFTER CHANGING OVER (I had to call them for this and managed to get through at about 4.30am)
THEN THE ROUTER YOU MUST HAVE WAS FAULTY - SO HAD TO WAIT EVEN LONGER. HAD NO INTERNET FOR OVER 5 DAYS.
MARCH 2013 CONSTANTLY COMPLAINING THEY PLACED AN INTERLEAVING THING ON THE PHONE WHICH SPEEDE THINGS UP BUT THE CONNECTION IS GOING OFF AT LEAST ONCE A DAY AND ONE TIMES FOR OVER 5 HOURS
COMPLETE WAIST OF TIME AND JUST NOT A SERVICE THAT I WOULD ADVISE YOU GO TO THE HASSLE OF CHANGING OVER TO, JUST TO FIND YOU HAVE EVEN MORE CONSTANTLY ONGOING PROBLEMS THAN YOUR LAST ISP (I KNOW YOU MAY THINK THAT ISN'T POSSIBLE) BUT JUST SWAP TO PLUSNET AND YOU WILL FIND IT IS !!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-12-10
- Comments
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I am quite surprised at all the complaints about plusnet. I have been with them since 2005 and used to have a separate telephone provider. A couple of years ago' I decided it was cheaper to have just one supplier, so moved from the Post Office. In line with the industry [sub]standard, customer services if 'bad'. I am happy with the connection speed and don't experience any drops, BUT every now and again the email server seems to go offline - it does NOT affect the internet - and I have to wait a day or so for it to come back. This is not a problem since it is not my main account. My contract is up for renewal and I shall be sticking with them because everything else is so much more expensive for this light user who makes next to no phone calls from month to month.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-03-24
- Comments
-
Although I've recently moved to another provider due to more competitive pricing of broadband and calls abroad package I have good things to say about Plusnet. Service was very reliable, UK support helpful and pleasant to deal with. Even when it came to terminating services everything was handled properly including arrangement of a refund for overpayed service days.
Would not hesitate to be customer again in the future.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
-
Terrible service, on hold for nearly an hour, being passed from pillar to post trying to sort out their error. Totally incompetent. Cancelled my debit and in a month after cancellation got bombarded with emails and texts chasing my monthly payment. Shambles! Look like a friendly local internet company has become too big for its shoes.
- Location
-
- Location
- london
- Reviewing
- Plusnet
- Date
- 2016-07-29
- Comments
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poor quality, intermittent connection, cheap but poor value, non responsive customer service.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2020-03-11
- Comments
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Really bad mobile network and terrible administration. They messed up my direct debit and then the missed payment was recorded onto my credit report even though it was their mistake, and they didn’t inform me of the issue until my phone stopped working, I could have resolved it immediately if I’d known, i had plenty of funds.
The network did not connect to 4G in an inner city with loads of masts. I ended needing to move providers because of lack of service and then i got charged £28 even though I wasn’t even under a contract anymore and it was their service that was the problem. They have zero loyalty to customers and care more about getting new ones.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-11-22
- Comments
-
I keep having issues with speed and drop outs. They are now telling me this is acceptable.
This has been going on since i switched to Plusnet. Customer service is a joke.
- Location
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- Location
- Pinner
- Reviewing
- Plusnet
- Date
- 2020-02-24
- Comments
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I think the customer service is the worst part of this company, not friendly but intimidating... they will not let you disconnect easily as they donot answer the phone for over 30-40 minutes if you chose disconnect option and will not accept notice on email, online app or a written letter, however the sales team will answer quickly
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2021-06-28
- Comments
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I have had several issues with Plusnet regarding errors on my account and billing. They have failed to resolve the issues multiple times; citing errors on their system. Despite promising resolution and refunds, not of it has gone through. Complaints through official portals are difficult and almost non-efficient.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
-
Today is my first day as a plusnet customer. Previous Sky internet is off. Spent 40 mins on the phone with plusnet and spoke to 3 people before being told that the system decided not to send me a router and I can't use my sky router.
Lost a day of work today.
- 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.