3,751 Customer Reviews over 94 pages
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2023-02-03
- Comments
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Been with Plusnet for about 5 years and while their broadband is reliable, the customer service is terrible.
Didn't receive a reward card that was promised when I signed a new contract and then wouldn't allow me to close the account without £200+ fee.
I had to chase them for 5 months despite multiple promises to call me back.
It's a shame but there are cheaper and just-as-reliable providers available.
- Location
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2018-09-15
- Comments
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I made a big mistake by signing up with Plusnet last week.
After I signed up, a relative told me I had made a big mistake. They said they used to be a Plusnet customer, but left after being told constant lies.. He told me to read the reviews on Trustpilot, and to cancel straight.away.
I cancelled over the phone within 12 hours of signing up, and I was promised that a refund of £38 was issued and I would have it it in 3 to 5 days.
8 days later and after not receiving the refund, I phoned up Plusnet..I was on the phone for over 2 hours. I spoke to 4 different people and put on hold 3 times for half an hour.
The first 2 people I spoke to, told me a blatant lie in that the refund was issued,and the 3rd person hadn't got a clue and passed me onto the 4th person.
The 4th person confirmed that the first 2 people I had spoken to had lied to me, by telling me that the refund had NOT been issued, and used the excuse of technical difficulties and said they would send a cheque instead in 10 days time!!
I refused a cheque, but he told me that I had no option.
I then received an email saying a cheque would be sent within 21 days! What a complete joke!
I have been in touch with Ofcom and my card issuer, and both have told me to get back in touch when the cheque doesn't arrive after 10 days, and they will both take matters further. Ofcom also told me they have received thousands of complaints about Plusnet and my own problem is extremely common. They also told me I will not see a cheque during this millennium.
- Location
-
- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2023-03-08
- Comments
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Disgusting company. Signed a new contract in June 2022 for 12 months, rang Plusnet two weeks later to let them know I was moving (we'd only just been informed of the move date) and they not only increased the price by £5 a month, they also added on an extra 12 months to the contract without me agreeing to it.
They sent me three emails on the day of the move and eight (8!!!) paragraphs down on the third email they sent me, hidden in tiny font it said "new 24 month contract". This is despite me saying several times to them over the phone that I did not want a new extended contract.
I have asked them to retrieve the recording of the phone call I had with them when we first had this discussion but they "cannot find it". This despite there being a disclaimer at the start of all calls with them saying that all calls are recorded.
Avoid at all costs - they are scammers!!!!
- Location
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2021-07-29
- Comments
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My broadband was going to be transfered to another provider on 30th July however plusnet decided to leave me without broadband from today 29th July. They do not provide good service and very spiteful even when you leave them end of contract.
- Location
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2019-07-04
- Comments
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Cancelled my contract after 2 days,still waiting for my deposit back after 6 months,every time I ring,they come up with new excuses and just explain to me how incompetent the company is.
- Location
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- Location
- Bradfors
- Reviewing
- Plusnet
- Date
- 2018-07-05
- Comments
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Ok service if you only want to use it before 7pm... which really on a weekday isn't helpful at all. I can actually tell the time by the broadband crash
- Location
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- Location
- Bradwell,GREAT YARMOUTH
- Reviewing
- Plusnet
- Date
- 2019-12-06
- Comments
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My mother joined plusnet mainly for the Customer service. Since joining they charged her double line rental for each month. On contacting customer services they promised a refund and then failed to give a refund. The next month they took double payment again. My father had just died so I had to call customer service for her. The lad on the phone promised it would all be sorted but again nothing happened. I even phoned again and spoke to a manager and explained the situation he said he would look into it and sort out an email to my mum. The email never came. I thought that Talk Talk customer service was appalling and was surprised that plusnet has surpassed them. We'll do you proud!!!! Really?
- Location
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- Location
- Braintree, essex
- Reviewing
- Plusnet
- Date
- 2018-11-29
- Comments
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In this area plusnet just doesn't work anymore iv been a good customer for the last 6 years iv moved not far from my old address [which is also now getting the same problem] and the nets been cutting out loads since may iv heard from loads of excuses from there systems let's people bunny hop on to others Internet to its my bits at home that connect to the router iv changed my ether net leads twice iv had open reach do almost absolutely everything from a new socket to having a lift and shift witch is having my line removed from the server and added to another they've promised made loads of empty promises which iv had to sort out again the week after as the customer services ether are so over worked or they generally don't have a clue what there doing I'm now at a point where I want to be removed from there services free of charge and I'm going to take it ^
- Location
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- Location
- Brampton
- Reviewing
- Plusnet
- Date
- 2020-06-26
- Comments
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If you hanker after the old days, you know when mail took a day to receive, then plusnet is for you. Seriously the email is unacceptably slow and is getting worse (and yes I have applied the 'no sort' fix - it made no difference). This has been an issue for at least 4 years that plusnet seem unwilling or unable to deal with. It is incredibly frustrating. I would have avoided on this ground alone if I had known.
- Location
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- Location
- Brampton
- Reviewing
- Plusnet
- Date
- 2020-07-10
- Comments
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I joined plusnet becasue of their customer service. I have found this to be adequate if not brilliant until now. An increasingly abysmal Email service gave need for me to call them. My first call was cut off, and they didnt bother calling back, and now there is no online or phone support available. My Email isnt working and therefore I have no effective service. Pandemic or not this is not acceptable
- 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
- Braunton Devon
- Reviewing
- Plusnet
- Date
- 2019-01-01
- Comments
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We have had 3 routers in only a few months. BUT still the internet just keeps dropping out/and or buffering continuously!! Trying to contact CS is a nightmare of a wait time 30 mins minimum but often over 45 mins. The operators are good, but they can't help the awful internet provided. Can only hope it gets better.
- Location
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- Location
- Brechin
- Reviewing
- Plusnet
- Date
- 2021-09-01
- Comments
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Worst ever went to take out SIM only no credit check them they tell me they do credit check and don't tell any one wanted over2 week had to call customer service berry nasty people and no sorry or anything and have to. Wait a nother 21 days for a full refund worst service provider ever
- Location
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- Location
- Bremhill, Calne
- Reviewing
- Plusnet
- Date
- 2019-01-09
- Comments
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I am appalled by Plusnet, I Keep getting fobbed off. After waiting ages and I really mean ages to ever get connected to an adviser. I complain about my speed and reliability. They tell me they will "boost it". nothing happens! I asked to leave, they tell me I am under contract still, after about 10 years??? High speed fibre is just outside, and both my neighbours have it with BT and they get 50mb plus. Plusnet say its not in the area. I say come and have a look. I am then told its exclusive to BT. I asked to be released from my so called contract without charge. The advisor says she will transfer me to yet another department. Guess what? I am then cut off. I am truly sick of this, especially after so many broken promises. What can I do?
- Location
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- Location
- Brentwood, Essex
- Reviewing
- Plusnet
- Date
- 2019-02-06
- Comments
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Was very happy to sign up with Plusnet as the deal appeared very good for Broadband & landline 17th Jan 2019. Still waiting for connection 6/2/2019. Attempted web chat etc, no joy! PLusnet caption is "WE'L DO YOU PROUD"! Hope so when this Company get around to connecting me & sending me my router.
- Location
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- Location
- bridgend
- Reviewing
- Plusnet
- Date
- 2016-10-09
- Comments
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Do not sign up with them on any account, I haven,t been able to watch anything on BBC Iplayer for a month, I even bought a new set top box, endless hours waiting on the phone never less than 50 minutes wait time, and still got no where, Currys say its our internet that is the problem. But they say they are giving me a satisfactory, broadband speed, now I,m tied into an 18 month contract, go to Talk Talk, they answer the phone in 10 minutes.
- Location
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- Location
- bridgend
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Location
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- Location
- Bridgend, South Wales
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
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Took out broadband fiber, home phone (unlimited calls) & mobile with plusnet, waited weeks to be connected, even though told it would be 10 days, then had huge bill for going over home phone call allowance even though paid for unlimited calls, took months to sort out, passed from pillar to post after waiting 40 - 60 minutes to get through each time and frequently got cut off. ended contract and was told early termination fee would be waived as I was treated so poorly this was confirmed by email the out of the blue 4 months later had a letter saying debt for termination fee had been passed to debt collectors with 25% added on (the very first I had heard about it) rang plusnet to explain, and they agreed to withdraw from debt agency. I have never EVER dealt with such an incompetent company. my advice is to AVOID AT ALL COSTS, YOU HAVE BEEN WARNED.
- Location
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- Location
- Bridgwater
- Reviewing
- Plusnet
- Date
- 2019-10-09
- Comments
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I switched to Plusnet 3 months ago and it took them around 2 weeks to sort out all the problems, so I could finally had a slower internet. Then I moved my house, and I have been waiting for almost 1 month now for Plusnet to sort out the internet at my new home, last thing they said today was the day that it would be fixed, and now they say "there's a centralised problem with the telephone exchange". I don't believe one single thing they say, don't recommend them. My plan is now to switch to my ex internet service provider.
- Location
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- Location
- Bridlington
- Reviewing
- Plusnet
- Date
- 2023-01-11
- Comments
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Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night.
Issues happen, I understand and it's how these things are resolved that count.
I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way).
Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't).
One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose.
I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised.
I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved.
Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better.
Avoid.
- Location
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- Location
- Bridlington
- Reviewing
- Plusnet
- Date
- 2018-01-18
- Comments
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Awful service, over a month and still not connected to the internet. Found out same as John Lewis, both should not be touched. Customer service is useless!
- Location
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- Location
- Brigg
- Reviewing
- Plusnet
- Date
- 2021-10-01
- Comments
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Absolutely Anything BUT Garenteed Speeds I Am Currently Playing For The 60mbps Pack And Im Receiving 1/6 Of That Speed I Should Be Garenteed Absolutely Shocking How Bad You Get Scammed Nowadays Horrible Speeds
- Location
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- Location
- Brigg
- Reviewing
- Plusnet
- Date
- 2020-11-26
- Comments
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Have been with plusnet for many years and up to the last year its been great. I went on their FTTP trial and was getting 80MBPS. But in July 2019 everything went wrong - their billing system failed , and I couldn't change anything on my account - on the plus side they stopped billing me , and haven't done for over a year
Rang up to change something on my account as couldn't do it online , and was told changes could only be made if they closed my old account and opened a new one , but I would have to give up my FTTP and go back to FTTC (speed reduction from 80MBPS to 3 MBPS)
they have now had a year to try and fix , and it just seems beyond them sol leaving and moving to BT
- Location
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- Location
- Brigg, Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-10-08
- Comments
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I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
- Location
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- Location
- Brighouse
- Reviewing
- Plusnet
- Date
- 2017-12-11
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2020-07-21
- Comments
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I had an issue with my broadband cutting it. It took 3 calls to get it sorted. The agents I spoke to were all nice and provided good customer care. Fixing the problem was frustrating but we got there in the end. Overall not perfect but to be honest it was a million times better than Vodafone!
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-11-07
- Comments
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By far the worst internet provider that I have ever had the misfortune of dealing with! Dreadful connection, useless customer service and technical assistance with enormous exit fees. It is virtually impossible to get in touch with a human being over the phone without atleast 20-30 minutes on hold and even then the issue is seldom resolved.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-08-15
- Comments
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Been with PN for a few years, recently noticed slow BBand speed, supposed to be 55 - 80 mbps and rise in monthly payment for BB and phone line, so called to query, confirmed by customer service and options team who both did speed tests, confirmed low speed at 5 mbps and offered new contract at higher rates than advertised on website. Then Tech team claimed their test returned 65 mbps, refuse to accept other tests as if implying we're all lying!
When we started to complain, PN's customer NO service overall demeanor changed to the typical no supervisor available, Manager will call back tomorrow etc block came up.
We were happy with PN initially but not now as they seem to be resting on their laurels not realising there are other competitors out there with better options and customer service now ..
Needless to say, we're now hunting to change our ISP asap.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-02-16
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-10-30
- Comments
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We would have given a -* if there was one! Absolutely awful, beyond a joke!
Initially speed slowed, rang to query, PN claims no issue! When PN discovered we know a bit about broadband, PN offered us two months free service, but then tried to say its only for line rental, not broadband! After more phone calls to complain, PN agreed includes BBand.
Then, we found we were charged for BBand the next month, when it's suppose to be free!
More phone calls, PN says their accounts doesn't show the charge! Had to forward bank statement copies etc, which we did.
No reply, no refund still
NOW, we receive an invoice for £40.80 for following month when it should still be our 2nd free month!
We've left PN, cancelled direct debit, lodged formal complaint with Ombudsman and instructed bank to claim back the £20.99.
Guess what? Just received another email from PN, saying they hate goodbyes, offering £19.99 service!
Talking about the bad penny ...
Avoid at all costs unless you're game for a journey through hell and back!
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-08-25
- Comments
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Ongoing broadband speed issue, PN customer service finally replied, accept our previous complain and offered two months free services. Due to this offer, we contemplated remaining with PN.
However later we realised PN only gave us line rental free, but still charged us for broadband, the higher portion of our monthly bill!
Again when we tried to contact customer service today, their support response via ticket form had crashed, left on queue with their online chat and was also left waiting on phone for 18 minutes before being answered.
Due to this latest fiasco, we've finally decided to leave PN as we cannot see PN surviving in the increasing competitive ISP business environment if this is how they treat their customers.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2020-07-02
- Comments
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Really bad internet. We have to reset the router multiple times a day just to get it to work. When we called customer services (each time waiting 20+ mins just to get through) we were told if they send an engineer and they find a fault with our hardware itll cost us £65 when the hardware is that which they supplied. Leaving as soon as our contract ends and finding someone better. Internet’s also slow when it does work despite apparently being fibre. Rather pay a bit more elsewhere for reliable internet
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2022-07-26
- Comments
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No service for the first 5 weeks because of "local" issues. steady service for the next 12 months. Then changed my email address and descended into administrative hell! These people are beyond belief. Avoid at all costs, they are GDPR numpties!
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2022-07-26
- Comments
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No service for the first 5 weeks because of "local" issues. steady service for the next 12 months. Then changed my email address and descended into administrative hell! These people are beyond belief. Avoid at all costs, they are GDPR numpties!
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-10-21
- Comments
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Originally had both my London and Brighton properties on PN for over 5 years. Unfortunately service in London got intermittent and slow, so we swapped. Early this month, same started in Brighton, contacted PN customer service, draconian, unhelpful, unable to email, long queue to talk on phone, live chat doesn't work, complaint, PN offered 2 months free service but still charged following month.
When we contacted PN, they couldn't find the credit on my account! Had to forward copy of my bank statement to show debit!
We've now left PN totally ...
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2020-05-18
- Comments
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I'd advise people to avoid Plusnet. When I moved house in February, I spoke to their homemove team and they informed me that I could upgrade from ADSL to fibre for only a couple of pounds more per month.
After a month in the new property and two visits from BT engineers, I eventually got online. The broadband service was fine for about a fortnight, then started dropping out. Since then, I've had no broadband for up to eight hours at a time, almost every day. I'm currently trying to work from home while shielding for medical reasons: I'm unable to do this or use the internet to order food or even watch TV.
Their customer service staff are always polite and friendly, but don't seem able to achieve anything other than put me on hold for extended periods while they speak to another team or promise to call me back (which they hardly ever do)
After three months of loss of service and a maximum of 3mbps (I was promised 30-40mbps), with further engineer visits, changes of routers, changes of microfilters and random tinkering while keeping me on hold, one of their tech support staff told me last week that I'd never been upgraded to fibre optic. They tell me that the upgrade will take place in 10 days' time, but I'm not hopeful that this will happen - and even if it does, I suspect the problem will persist.
There are much better providers out there: I'm currently working out how to get out of our contract to find one that can provide something even vaguely reliable.
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-09-05
- Comments
-
The worst internet provider I ever met!
Most of the day doesn't have any internet speed!
If you call them the answer is there is no problem, everything is fine!
It will be a very long 18 months for me.
I won't recommend them to any one. Avoid plusnet!!!
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-04-27
- Comments
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Router keeps disconnecting and getting worse by the day.
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-09-29
- Comments
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AWFUL customer service. AWFUL. AWFUL. AWFUL.
A 30-40 minute wait on the phone. finally spoke to someone who promised to ring back an hour later. Three hours later still not called.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-07-06
- Comments
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This review will be short and sweet. The speed is as advertised, customer service is great. But spend a second and see all the reviews about how bad and noisy the router is. You could actually hear it over the TV. Plusnet say that is normal.
- 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.