3,751 Customer Reviews over 94 pages
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- Location
- high wycombe
- Reviewing
- Plusnet
- Date
- 2021-01-27
- Comments
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I took out a broadband account with the promotion (£60 cashback), when i didnt receive this money i chased plusnet several times, only to be told i didnt apply for this promotion, and there was nothing that can be done. what an absolute con
- Location
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- Location
- bromley
- Reviewing
- Plusnet
- Date
- 2018-01-05
- Comments
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Cheap in terms of other providers however the speed is not good at all. its very difficult to get hold of customer care to report an issues. The most difficult is to talk to someone who can listen your problem!VERY PATHETIC customer service and team I ever came across.
please stay away. They are not helpful at all and very rude over the phone.
- 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
- Leeds
- Reviewing
- Plusnet
- Date
- 2019-08-13
- Comments
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Plusnet are living off past reputation, that is no longer deserved. Connection on fibre drops out repeatedly over the hour and had no success in extracting an investigation or improvement from Plusnet. Service is almost non-existent. For example I called just now to cancel BT Sport after it's doubled in price. Waited 6 minutes to be connected, and then the operator connected the call and disconnected it immediately (can only assume to improve their stats during long wait period). Switch to 'Live Chat' and that is offline as well. And there is no email facility to raise a ticket. Was once a good provider but BT have killed it off.
- Location
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- Location
- Thornhill
- Reviewing
- Plusnet
- Date
- 2016-08-01
- Comments
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Good service .
helpful people at call centre
Sometimes a bit of await for answer beats bt any day
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2016-09-12
- Comments
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I'm ashamed to be from the same city as these people. Always have at least two drop-outs a day which they say is acceptable, funny how i never had any with my previous provider. Internet just stops sometimes but with the router blue light telling me all is fine. Customer service is non existent, promise to get back to you but normally don't, ignore emails, and just give you waffle over the phone. YOU HAVE BEEN WARNED.
- Location
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- Location
- Northamptonshire
- Reviewing
- Plusnet
- Date
- 2016-12-28
- Comments
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While their service is as reliable as any other, the speed in my area is spotty. It is their customer service that is appalling. I called up about a problem with my bill, and the person I dealt with seemed unwilling or incapable of actually understanding my problem, most likely because he was more involved in what was on his computer screen than what I was saying. In the end, he informed me that nothing could be done about the issue and, when I said that I would take my business elsewhere, didn't have any interest in convincing me not to.
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2022-08-19
- Comments
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Plusnet gives you a 0.1 uploads speed and 0.2 download speed constantly, I've been unable to get good quality meetings with clients from home due to poor internet and when I try play video games, I'm constantly being lagged out. Overall, the are ****
- Location
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- Location
- GLASGOW
- Reviewing
- Plusnet
- Date
- 2021-08-12
- Comments
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I joined plusnet in March 2019 after being with Sky for 16 plus years,and it's the best decision I have ever made,reliable,good price,and my broadband has never missed a beat.
The only downside I have is the plusnet hub one router is not the best,so I upgraded to a bt router and the rest is history,once you pair it with BT it works perfectly,would highly recommend plusnet if my experience is anything to go by.
- Location
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- Location
- Port Talbot
- Reviewing
- Plusnet
- Date
- 2016-03-29
- Comments
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The actual broadband is fine, Bt deal with that anyway. The real problem with this company is everything else. Rude and argumentative reps, incompetent billing, the adding of charges for problems THEY create to increase revenue. Truly not a good company AVOID
- Location
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- Location
- Newport
- Reviewing
- Plusnet
- Date
- 2019-11-10
- Comments
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Absolute diabolical Service did not receive any of the promised service,so cancelled and now they are demanding money. Stay aware from Plusnet.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-01-07
- Comments
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Ok speed when working. You are in big trouble if anything goes wrong. Customer service / technical support is dreadful. You get the impression they just don't care.
The big test is to get to speak to a human being within an hour of making a call. One of the worst companies I've had to deal with!
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2020-03-03
- Comments
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Matching up with a lot of others was happy been with Plusnet since 2016 went to renew contract as offered. Problem this is not an option online just reverts back to current contract special offer is not valid. Try chat to be advised as not new customer need to call. When are these companies going to realise when you have got a customer easier to keep by offering deals better or equal to new customers. Yes another lost another gained but you could have kept both. Sort out the customer service it is appalling.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-02-25
- Comments
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The worse CEO complaint department and worse for service. Failed to cancel my contract after 30 days notice due to an error in their system. I only knew because collections started t chase be for 3 months unpaid bill. Contract still not cancelled and complaints being ignored. Finally the case is now with the ombudsman and account has been closed. Indian call centre can at least cancel the contract on time. ! ! ! !
- Location
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- Location
- northumberland
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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This company takes poor customer service to a brand new level. They have had me messing about for 3 days spending HOURS on hold and all to arrange for a simple £20 transaction. I urge everyone to take the negative reviews here with maximum seriousness. This company is seriously under resourced and lacking in courtesy. Oh and being forced to listen to the Human League over and over and over again? It warrants a special paragraph in the Geneva convention.
- Location
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- Location
- walton on naze essex
- Reviewing
- Plusnet
- Date
- 2016-12-23
- Comments
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I decided to to a house move with plusnet wish i not done it as the speed was slow because at peak times they reduce speed did not have fibre moved but there was a delay on connection telephone kept getting different answer when finally get connected after few weeks speed is very slow as i am in rural area only getting between 4-8 mgb sometimes cannot use it telephoned offered me fibre but only with 24 month contract do not want to be with them read reports on here where other people taken fibre at extra cost and still getting only adsl speed which slow and being charged for fibre so when my contract ends in november next year will finish with them
- Location
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- Location
- Bingham Notts
- Reviewing
- Plusnet
- Date
- 2014-12-05
- Comments
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Switched from BT due to spiralling costs. Was dreading the switch and all the problems we might have but it was seemless and stress free. Regular updates by text and email. From Plusnet.Have not had any issues so far. Broadband speed same as with BT. Really pleased we halved the cost of broadband with no noticeable issues.i would recommend Plusnet ......
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-08-16
- Comments
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Let's just say do not forget your password. Was treated like a child and told to write it in a book and get someone to help me as I had forgotten it due to stress. I had to say I am not a dementia sufferer. I am a new customer and not even up and running yet. Do have time to cancel the contract which I might do. Made to feel like an idiot.
- Location
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- Location
- Steyning
- Reviewing
- Plusnet
- Date
- 2016-08-01
- Comments
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We changed from BT over to Plusnet for tv and broadband couple of years ago. We've recently upgraded to fibre broadband. We rarely have to contact Plusnet for anything. When we do they are there to help on the phone or webchat. We're happy with the service we get. Recently someone tried to get us to change to 'sky' and I said No because what isn't broken don't try and fix it! We're with Plusnet for now and the foreseeable future.
- Location
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- Location
- Coventry
- Reviewing
- Plusnet
- Date
- 2016-10-31
- Comments
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over 2 hours wait on hold first phone call, then got through to billing team ( which is the only number they have ) verfiy everything, found my account , and got passed onto provisional team , almost another hour wait on hold ,which then had to verify everything again and they couldn't find my account..... then waited for them to update their system, then their system crashed and said would call me back but didn't. I had to call in again and do this all overall again, still on hold waiting to be patch through to provisional team now.....Useless....
- Location
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- Location
- Caerphilly
- Reviewing
- Plusnet
- Date
- 2018-07-10
- Comments
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Its just as bad as the post office now. I have taken it out before moving houses and asked if I will be charged a move fee and I was told I will not - then of course I was charged and they pretended to be so generous by putting it into my monthly payments instead of charging me at once! A lot by the way! The internet connection was extremely bad so we called to complain and they sent out an engineer to fix it. Apparently he did fix it but oh well all the issues continued. We just bought a house and had our wedding coming up so extremely busy and anyone who ever called plusnet support knows the phone call takes at least 1h, so we did not have time to deal with it. Got back after the wedding and holiday and the time comes to give them a call. 2 weeks ago been told new router is coming in within next few days after I explained that this problem has continued for past 6 months! 2 weeks gone past and no sign of router, no phone calls, nothing is happening. I rang them today, of course it took one hour. I have been told I cannot resign from contract because I AM CONNECTED - it doesn't matter I have speed below 16-18 even thought I should have at least 34, it doesn't matter it keeps disconnecting at least 10-15 each day and sometimes every bloody hour, it doesn't matter I have been waiting for nothing and paying for nothing! It doesn't matter I have to pay my mobile provider for extra data because when I am working I can't even use my bloody broadband!!! I have been reconnected again, waiting again, complaining again and again and again. Worst company ever. Do not sign contract with them EVER. I am waiting 8 weeks and going to ombudsman services before I loose my mind.
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2019-01-04
- Comments
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They have fiddled around with the firmware on their HUB ONE ROUTER and now the dual band doesn't work properly with 2.4GHz signal becoming very weak, unstable and frequently dropping out. They are dragging their feet with a fix and in the meantime we are seriously struggling with certain devices. I recommend no-one joins Plusnet because their customer service is slow and inadequate when something goes wrong.
- Location
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- Location
- Rickmansworth
- Reviewing
- Plusnet
- Date
- 2017-01-27
- Comments
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Utterly awful experience since moving over to Plusnet from Sky.
The initial switchover was delayed by 24 hours. Despite me contacting them to ask if it was being switched on, I was told 5 times that it had been done and all should now be OK, when each time, it had not, and the final step to switch across had not been actioned.
Firstly, surely this is a process that they must do all the time, so why did all the staff members to which I spoke seem completely oblivious to the steps of the process, to the point that they all gave me incorrect information?
Eventually, switchover happened, but the service of the line is intermittent. We live in an area with low speeds (up to 7mb) but at times, the connection will drop of altogether. Sometimes for 5 seconds, sometimes for 40 seconds, sometimes for half an hour.
One day in particular, the service was so patchy that it was only possible to load a web page around once every 5 minutes. Worse than the old AOL dial up days.
I have raised this with countless members of their support team, but all Plusnet members of staff are capable of doing is sending copy and pasted platitudes and hoping you will go away.
4 times people have promised to call me back at an appointed time to check up on an issue. 0 times have any of them actually followed up by delivering on their promise.
In short. nobody who works for Plusnet gives a stuff about a customer in my experience (and remember, I have now dealt with more than 10 different employees there, so not some random, one off bad apple) and the only aim of the customer service and support teams is to grind you down until you give in.
If you are thinking of changing to Plusnet, take my advice and DONOT. they are not capable of administering their business or caring for customers. They are a terrible company and the worst I have dealt with in all my years of customer call centres for insurance, telephone, finance etc.
Simply awful. The 1 star that the site allows me to give them is flattering.
- Location
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- Location
- Newbury RG20 9DX
- Reviewing
- Plusnet
- Date
- 2014-01-20
- Comments
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Awful company. Switched to BT in Sept 2013 and they continued billing me. They owe me £70 but unable to get through on their award winning helpline. Have rung 8 times and waited over an hour in total. Avoid them like the plague.
- Location
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- Location
- ayr
- Reviewing
- Plusnet
- Date
- 2020-01-12
- Comments
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Absolute tossers. Customer service appalling. THEY suggested I took my custom elsewhere- which I gladly did. No internet connection unless router was reset almost daily, for 6 months. Eventually BT engineer called and replaced one part but said it was outside his jurisdiction but I needed a new router. Plusnet refused to send one. Finally offered me £20 compensation. Now tell me they have chaanged their mind as their 'customer service advisor' did not note it on his record!!!!! Keep well clear. Much better, cheaper and more helpful out there.
- Location
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- Location
- Tyne and Wear
- Reviewing
- Plusnet
- Date
- 2019-10-01
- Comments
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After growing tired of doing the virgin dance every year, I decided to change providers and went with plusnet thinking "how bad can they really be?" Well here's my opinion after a year with them.
A truly awful service provider. My service is interrupted multiple times per day and although they can see the drop outs they claim there are no faults on the line. They want me to agree to a charge of £65 before they send an engineer to inspect the line and my set up despite it never changing since the day it was installed. The customer service is among the worst I've ever experienced, they fob you off time after time, you wait anything upto 1 hour (it might have taken longer, I hung up) for them to answer the phone, contacting them online can take days for them to get back to you and I have NEVER got the speeds they promised. I can't wait for the day this contract is up and I can move to a better provider.
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2017-11-16
- Comments
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I left plusnet because of bad speeds. After my contract finished and I'd switched, they took another £9.99 which didn't belong to them. I had to raise five online chats, always being told different things, but that it would eventually be refunded. My account then closed. Twice they said they'd escalate it, and still nothing happened. Then they said it would be sent by cheque, which is hugely inconvenient to me. They couldn't care less. I wanted to call to complain but the wait times were over 30 minutes. It another horrid company where if something goes wrong, you're lost in a sea of admin and confusion on their part.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
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Could not have messed up our home move any more if they were trying.
Installed it into the wrong house.
Kept trying to tell the engineers they sent out to contact us on the home phone that was not working despite us giving them mobile numbers again and again and again. So nothing got fixed again and again and again. They had to cancel our service and reapply for it then they only put in a landline because they hadn't transferred the broadband order. Had to reorder broadband even more delays.
And then after all that I find out they Tltransferred us onto fibre optic against my express wishes on the phone at the start of this rigmarole but they won't change it because they informed me somewhere in a barrage of emails. So I'm stuck paying more for a service I never wanted.
To cap it all off the internet speed for the "fibre optic" at our new place is worse than the non-fibre optic in our old place.
And I thought BT were bad!
- Location
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- Location
- stirling
- Reviewing
- Plusnet
- Date
- 2017-03-14
- Comments
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WOW never had such a bad provider in my life. Cant even contact them because you have to wait well over an hour to speak to someone!!
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2019-01-25
- Comments
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This broadband is horrendous. I’ve had it for a few months now and it has been less than satisfactory. When I initially got it I couldn’t understand them as they were Indian. The package said it was for families of 7 and over. There’s 4 people in my familie and it is the worst broadband I’ve used. I seriously don’t recomend.
- Location
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- Location
- suffolk
- Reviewing
- Plusnet
- Date
- 2017-06-02
- Comments
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I was sent a letter stating that a debt, (£203.85 plus 25%) had been passed to a collection agency. The first customer service agent said it was impossible to recall the collectors instructions, and made comments about dates of certain orrespondence that was never actually sent. It was only when I called back with bank statement details, which showed the alleged missed payment, that they were sble to withdraw the demand.
How many other people receive this kind of correspodance and pay up. I think customers would like to know that the bills they receive are compiled accurately.
Except for the above, I would recommend them.
- Location
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- Location
- Ingatestomne
- Reviewing
- Plusnet
- Date
- 2020-09-24
- Comments
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I cannot believe anyone can give this company a positive review. I signed up to switch to their broadband in early July. It is now September and it hasn't been activated. They have started billing me for the service despite it not being activated. Their customer service team raised a complaint on my behalf. Made no difference. Been trying to call them and they are not taking calls. Appalling.
- Location
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- Location
- Daventry
- Reviewing
- Plusnet
- Date
- 2022-12-05
- Location
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- Location
- NW England
- Reviewing
- Plusnet
- Date
- 2023-01-04
- Comments
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Made an order through Plusnet for my elderly disabled mum. Made an account, got everything in line, entered her bank details with her the lot. They never sent anything through and when I rang them up denied all knowledge of the account we had set up. Complete time wasters.
- Location
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2020-01-07
- Location
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- Location
- BALLYCASTLE
- Reviewing
- Plusnet
- Date
- 2020-01-20
- Comments
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Constantly reduced my speed,customer service no help whatsoever.They keep repeating that I can’t get out of the contract unless my speed goes below 11mb.AVOID.
- Location
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- Location
- wolverhamptonj
- Reviewing
- Plusnet
- Date
- 2016-02-13
- Comments
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Be very cautious about joining this company. If you see an advert on tv or on the website offering cashback , unless you say the word cashback you won't get it. The sales person will omit the word earning him a commission and saving the company money. BE WARNED
If you are a customer and want to add BT Sport to your package you pparently need super fast broadband. Don't assume that it is a one year contract. The sales person won't tell you earning a commission and making the company a further years money. BE WARNED.
They charge you for unanswered calls - 26p to landlines and 29p to mobiles because they have to use a network partners with British Telecoms. Contrary to Ofcom guidelines plus if you ask for a specific reference for these charges in their terms and conditions you won't get one , probably because there isn't one. BE WARNED. And when you have had enough of unavailable online website and lengthy waiting times - up to an hour sometimes don't bother writing tom, their CEO,Andy Baker because he hasn't got the decency to reply. BE WARNED.
- Location
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- Location
- Rhyl
- Reviewing
- Plusnet
- Date
- 2015-04-13
- Comments
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Absolutely Dreadful customer service, They do not reply to queries or complaints , won't send MAC codes ,
then charged my direct debit without my Knowledge or permission for 18 months after I cancelled contract, definitely the provider to avoid!
- Location
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- Location
- East London
- Reviewing
- Plusnet
- Date
- 2017-02-01
- Comments
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Signed a new 2 year contract and since then speed and reliability have dropped. Maximum speed is less than 1Mb/s on a good day - if I can actually connect. Call every week or so and get the a different explanation every time. Having said I cannot connect at all I am asked to go to their website -oh that I could then I wouldn't be on the phone waiting to talk to someone for nearly an hour.
Customer service is a joke - they do not actually listen to what you have to say, ask you to play with connections and then tell you it your computer not them and you have to pay to have an engineer come out and check that you are really doing what they ask you to do!
I am sick to death of being patronized, told conflicting (?made up) information and not getting the service I am paying for.
I can't wait for my contract to end - am already searching for an alternate.
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2017-02-04
- Comments
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I have been with Plusnet from a few days after it was originally launched.
During that time I have had 3 problems, all of which required me to phone their (free) helpline. Each time I was put through to a very helpful person who talked me through the problem and the means of correcting it, on one occasion requiring me to operate my PC whilst he gave me instructions on what to do.
This took about 20 minutes and the problem was solved.
Last year my contract came up for renewal and when I phoned Plusnet to
arrange it, I was told by the plusnet employee that I could continue on my existing package and that, because they were offering new customers 3 months free I could have the same.
I shall be staying with Plusnet and look forward to many more years of satisfaction.
- 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.