3,751 Customer Reviews over 94 pages
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2016-09-01
- Comments
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I have been with Plusnet for many years. Not on Fibre. I have always found them excellent in every way. Waiting for phone response is a pain sometimes. I would recommend.
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
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I've had no technical problems with my fibre broadband but I've had loads of trouble with billing.
As has been said lots here, service is atrocious. Call wait times measured in hours, response to emails measured in days, thought that goes into the response, milliseconds.
Repeatedly have to explain the problem again and again even though it's all written for them to see. They always try to get out of their obligations by obfuscating so you'll give up. They are rude and ill informed.
If you sign up, be lucky because if you have any kind of problem, you'll regret choosing Plusnet.
- Location
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- Location
- Lee
- Reviewing
- Plusnet
- Date
- 2018-02-10
- Comments
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Broadband speeds between 2mbs and 20mbps never to the 30+ mbps I was promised. WiFi router is very cheap and poor. They then rip you off on landline calls. Call centre response is very poor.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2020-04-17
- Comments
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Absolutely appalling company with disgustingly rude customer service agents. The internet rarely worked and when it did, it was painfully slow, but the worst thing was the 'customer service'. Incompetent at best, outright rude the rest of the time. They ignore emails and messages, and are unpleasant on the phone. I have cancelled my account with them finally and would never use them again, even if they were free! To save yourself a lot of frustration, please use any other company out there, regardless of cost or deals, you'll regret signing up with Plusnet.
- Location
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- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Comments
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Do not use, shocking customer service and dreadful broadband. Extremely difficult to contact, only option is to be on hold for 30 minutes plus each time as online chat is never available. Broadband speed is appalling, and no help to improve issue. Finally managed to get out of the contract and they've continued to take payment despite being informed we were leaving. Back to waiting 30 minutes on hold to get reimbursed! Worst provider EVER.
- Location
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- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-01-28
- Comments
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Worst ever. Huge call wait times, then they put you on hold and never come back. Nightmare customer service. How do they get away with it?
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2018-02-15
- Location
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- Location
- sutton-in-ashfield, nottinghamshire
- Reviewing
- Plusnet
- Date
- 2014-05-26
- Comments
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I had PlusNet broadband put in due to the English based customer service and support, what I didn't realise was how often I would have to ring them.
Was sent a faulty modem which only after a month of no broadband they sent a new one out which does work but will need resetting regularly which they send you instructions of how to do this so you don't have to keep ringing them. I would not recommend PlusNet and when contact up with them will be changing.
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2018-02-25
- Comments
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Terrible company. Awful mps well below what i was sold and had two modems and have had by line "turned up" from there end and unrestricted! Went back down again a few weeks later. Engineer cost £144. Poor customer service, poor service all round! Check out there trust pilot reviews for a more accurate picture of this company.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2019-04-10
- Comments
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Absolutely awful! Stay clear!
Award winning customer service? Absolute joke, I had the worst time with this company.
Lied to, mislead, treated awfully thr list could go on, save yourself the stress and stick to the big providers.
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2018-02-07
- Comments
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Awful. Waiting times on the phone go into the hours, service advertised is not provided and complaints are ignored so you cannot cancel. I've been getting little service and awful customer service for 4 months. It's a scam. Dead lock letter is the only way forward. Avoid at all costs
- Location
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- Location
- Haverhill
- Reviewing
- Plusnet
- Date
- 2018-08-16
- Comments
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Plusnet's broadband service is absolutely horrible. Online gaming is impossible unless you have no other internet-using devices online. Ping is so unstable, ranging from 9mbps to thousands. Download speed also fluctuates constantly, usually at around 16mbps. Upload speed rarely surpasses 1mbps. Overall, I would not recommend this provider if you have more than one person using the internet at once.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2021-10-06
- Comments
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Worst provider there is, you will rarely get the speeds you are paying for. Not only that but its the most unreliable service out there, been with them for a few years as I don't play for the internet in the house. In them years of being a customer my internet has go down way too many times at least 5 times a week, you will lose all internet for about 30 mins then its back but still slow. 0/10 Would recommend that people who are looking for a provider this is most definitely the one to avoid.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2018-11-19
- Comments
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Awful service, really disappointed considering the adverts.
Called to make an order, fairly painless - then got a text that they'd changed the date for the engineer. Fair enough, happens but meant this wouldn't work for me so cancelled the order.
I had my 80 quid returned then taken back 5 days later on the 5th of November. It's now the 19th and I'm still waiting for this to come back after 14 days and three calls including a 40 minute, 20 minute and 40 minute wait on the phone to a charged number. Not only that, the ticket was responded to on the online helpdesk by me on the 6th and have had no response since, what a joke. Would never recommend, will never use again.
Was really looking forward to the high levels of service reported too.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2019-04-23
- Comments
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Awful internet provider, one minute you have a solid 70mbps download then not even 5 minutes later it's down to less than 1. It will randomly cut out for about 10 minutes. Would never recommend to a friend
- Location
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- Location
- Burley in wharfedale
- Reviewing
- Plusnet
- Date
- 2015-01-31
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
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I've been with plusnet for a while and it started off OK. However, it went downhill when I moved house and more recently, trying to cancel the service due to a house move and dissatisfied service. Briefly put.. Didn't have acceptable broadband in the property for 3 months after moving in. Granted not all plusnets fault but didn't help. Also Had to either pay a 'moving fee' or committ to a further 24 months (swore he said 18 months, but they have it on record allegedly). Should have told them to do one then and get a better deal elsewhere, but gave them the benefit of the doubt. Had technical issues a few months later and was told it was the router, so to resolve it, I either had to pay £50 for another one or commit to ANOTHER 12 months. I said no thanks and have had to put up with poor internet until contract runs out. Moving again, leaving contract early had to pay £91 cancellation fee. I don't care if they're from Yorkshire, bad service is bad service.
- Location
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- 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
- Dover
- Reviewing
- Plusnet
- Date
- 2019-06-06
- Comments
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Absolutely rubbish waited for a month still now broadband, staff on phine tell lies about where my order is. Excuse after excuse and kept cancelling order 5 times! Outrageous and poor accused of all sorts bloody useless and unnaceptable company. Idiots
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-09-20
- Comments
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Customer service is turkey terrrible. I waited on the phone in a queue for over 30 minutes and I got the feeling the operators were just putting me on hold so that I wasn’t able to change my now expensive contract at the end of the contract period
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-09-08
- Comments
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The worst broadband company out there, we are overpaying for internet that doesn't work half the time and for less we could be paying for 8x the expected speeds at virgin media. **** company, ran by *****, NEVER BUY
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2019-02-07
- Comments
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I am paying for 14 mB/s, however, I am averaging on 800 kB/s - 1 mB/s. The internet disconnects between 4-10 times every day. I can't even remember the last day it didn't disconnect. It is absolute rubbish, as we pre-paid 12 months.
When I call or chat with customer services, they keep telling me the service is good, when I can see in front of me the download speed being 0.8 mB/s. The only solution they present, is having an engineer over, which would cost me £65. I'm struggling to see why I should be the one charged for their absolute ridiculous (broadband- and customer) service. 1 star is too high of a rating.
- Location
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- Location
- Southend-on-Sea
- Reviewing
- Plusnet
- Date
- 2021-02-06
- Comments
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The worst Fibre Broadband ever, Plusnet never tells you the true speed, they con you into Ultra Fast Fibre Broadband of speeds up to 79Mbps but they only deliver 20-22Mbps on WiFi and up to 40Mbps on Ethernet connection. So, unless you run cables from the router to every computer in the house or every mobile phone (impossible) you will only get 20-2Mbps max. Biggest CONNS in the market
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2020-07-20
- Comments
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absolutely shocking. Trying to find out when my contract is up to cancel this pile of trash Internet - can't get any further than logging in, website just crashes.
Do yourself a favour and use a different provider
- Location
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- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-04-02
- Comments
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If it was at all possible to give negative stars, I would give Plusnet minus 5 stars. The broadband is not only slow but redefines the word, frustrating. I am not exaggerating when I say that I cannot leave my room without the internet cutting off and needing to be reset and connected to about 10 times. Yes they're cheap but that is the only redeeming quality. Don't bother using Plusnet. You'll have a more pleasant experience repeatedly slamming your fingers in a door.
- Location
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- Location
- North Yorkshire
- Reviewing
- Plusnet
- Date
- 2017-11-02
- Comments
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I stayed with Plusnet for 5 years for fear that others would be even worse. When I tried to leave (moving house to rural North Yorkshire where broadband now comes by radio link) they said I have signed up for a year. I let them keep taking the payments for the rest of that year despite getting no service in return, but then they kept going. I have cancelled my direct debit, and now they are threatening me with debt collection, even though I haven't used the service for 6 months! I can't even contact them to discuss, they send me emails to which I can't reply, and the wait to call them is over an hour - in working hours only. I can't spare that time in working hours! Plusnet market that they have the best customer service but this is a fat lie, I would strongly advise anyone to stay well clear.
- Location
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- Location
- NEWBURY
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
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I have been trying to get a hold of Plus-net for the last 40 minutes and as soon as I get hold of them I am then put on hold again for another 30 minutes before giving up. I am trying to set up a new contract as well as change an existing contract. General speed is good although drops out a lot. Customer services is pretty poor and you blow your allowance on trying to call them and sitting awaiting a response.
- Location
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- Location
- Lewes
- Reviewing
- Plusnet
- Date
- 2018-03-26
- Comments
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The worst thing in the world. Constant problems, no one following up or trying to help, hours and hours of my life wasted.
It's been almost a month and still no live internet connection. What the heck is going on?
Just don't put yourself through it.
- Location
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- Location
- Rickmansworth
- Reviewing
- Plusnet
- Date
- 2020-02-07
- Comments
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Avoid avoid Just absolutely shocking terrible so pleased to be out of contract. Just don’t know who to go to now . As they are all pretty crap. But never these ones again ever ever
- Location
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- Location
- South West
- Reviewing
- Plusnet
- Date
- 2020-11-26
- Comments
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I really cannot emphasise enough how incompetent Plusnet's customer support is. The actual broadband service is pretty good. It's fast and generally stable (except for when there are faults on the Openreach network of course). The problems all happen when you have cause to contact their customer support. They have failed on everything I have asked them to do. They failed on a house move and I was without internet for a week. They failed to raise a line fault to Openreach twice - the first time I was without internet for six days, the second time I was without internet for 8 days and slow internet for a further 9 days. And instead of apologising and giving you your money back they will ignore you. If you have the energy to argue about it you MIGHT get them to acknowledge it is their fault and give you a pro-rated refund of their fees (NOT BT line rental) but the amount is an insult - about £5 a week.
The low prices are tempting and it is good value IF you never have a fault, never have to move house, never have a billing problem etc. But it's too big a risk to take. I strongly advise you to go with one of the broadband providers in the automatic compensation scheme (see Ofcom website). Their customer support is generally much faster and more professional because if they don't sort these problems out they lose money.
- Location
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- Location
- South West
- Reviewing
- Plusnet
- Date
- 2021-04-22
- Comments
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Sometimes review sites really just need a 'no stars' option... and this is one of those occasions. Plusnet customer service is beyond appalling. The staff are polite and apologetic but when you really need them they let you down badly - repeatedly. It takes over an hour to get through on the phone. If you raise a ticket it will be days before they look at it - they may not look at it at all. They say they will do things and don't. Their automated fault reporting system doesn't report faults. Their automated billing system raises random bills. When your bill is due they block your access to their website so your only way of logging in or contacting them is via another internet provider. Honestly, I could go on all night. There are thousands and thousands of furious customers. How they are still trading is a complete mystery.
- Location
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- Location
- Near London
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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Hopeless. They used to have a reputation for customer service. Then they were bought by BT. They are almost ucontactable as the phone queues are so long and the chat support is hopeless and contradicts what the guys on the phone tell you. If you choose to use them then prepare to put your life on hold for a month or two. I ordered fibre in a property that I moved into that had previously had plusnet fibre. They accepted the order then downgraded me to standard (less than 1MB) without telling me. They then spent a further month trying to blame others for their mistake. I moved into another property while still under contract. They managed to fail to get broadband installed and blamed BT saying the line was not active (when it was). Utterly shamefully hopeless. Sad really.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2016-08-30
- Comments
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Text message updates that spread across three messages and do not tell you from which company they originate. Useless call centre staff. Inept expediting of orders and poor communication lines with Openreach. Avoid this company
- Location
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- Location
- Bodmin
- Reviewing
- Plusnet
- Date
- 2017-12-19
- Comments
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Having to wait for 6 days for someone to do something is not on.No phone and no Internet.
- Location
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- Location
- eastbourne
- Reviewing
- Plusnet
- Date
- 2015-07-25
- Comments
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Many talks re. internet dropping --sometimes 6+ times a day --never resolved---they just want to send someone out for a hefty fee.Can't wait to leave them
- Location
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- Location
- Lanark
- Reviewing
- Plusnet
- Date
- 2018-09-18
- Comments
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I just don't Adam & Eve it, Get this i got Fibre optic, and guess what i get a poorer service than broadband, when i try to open a web page it takes ages, and when i call pussnet i have to wait 20+ minutes etc. And finally when i get through they just tell the same old story as before. Fibre optic, man that's a rip off, when you don't even get it. I get better internet from my phone data 4g
- Location
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- Location
- Weybridge
- Reviewing
- Plusnet
- Date
- 2017-01-23
- Comments
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really unreliable lately
- Location
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- Location
- Dartford, Kent
- Reviewing
- Plusnet
- Date
- 2018-08-26
- Comments
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Wish I hadn’t bothered to switch to fibre band, nothing but trouble since I switched to fibre. They need to spend less on tv adverts and more on providing what we are expected to pay for. It keeps dropping out and they keep blaming OPENREACH who then blames PLUSNET ETC ETC, more like a tennis match than a service I am paying for.. Steer clear
- Location
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- Location
- KA256AW
- Reviewing
- Plusnet
- Date
- 2019-09-11
- Location
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- Location
- Magor
- Reviewing
- Plusnet
- Date
- 2021-04-20
- Comments
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This is my second review of Plusnet, the first was a very positive review after my broadband had been switched, but the router hadn’t arrived due to post delays over bank holiday. This was sorted out quickly and efficiently by Plusnet.
Now I have had chance to use their broadband for a number of weeks and in my opinion it is excellent. The speeds are higher than predicted and I have had absolutely no outages or disconnections and our household is a fairly heavy user of broadband. I read many reviews about Plusnet on this site and the majority are very negative so it was with some trepidation I decided to switch, but I came to the conclusion a long time ago that the people more likely to leave a review are those with a bad experience and the people who are perfectly happy don’t bother. Hopefully this will balance things out slightly.
- 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.