3,751 Customer Reviews over 94 pages
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- Location
- CF363SN
- Reviewing
- Plusnet
- Date
- 2019-10-28
- Comments
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Very poor I can’t even watch hd channels without pixelating and unable to watch fire stick programmes
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-02-16
- Comments
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Shocking! Do NOT use Plusnet. Have been cut off twice within 2 months. The first time we didn't have internet for over 2 weeks due to a huge error on Plusnets side.
- Location
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- Location
- Tipton
- Reviewing
- Plusnet
- Date
- 2017-04-20
- Comments
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Honestly, I am absolutely disgusted with the service I have received from this company, I'm surprised they're still allowed to operate considering the service they have given me and several of my peers.
Firstly, the broadband had problems from day 1. Would alsways lose connection, go incredibly slow to the point that even basic webpages would not load.
Technical support was also lacking. Within the year and half I've spent with them I made several support calls about the broadband. The only things I were told to do was reboot the router or change the router channel. These tasks did not work. They knew this but did nothing to help. It's also worth noting that on avaerage I had to wait around 30 minutes to get through to technical support (and yet only 5 when I called to cancel)
They are also notorious for lying. I've had to cancel my contract early as I'm essentially paying for no real services. They told me that I would have to pay £70 to cancel early. Then when I called and told them the date of cancellation it was randomly bumped up to a little over £100.
So if you're looking to be robbed, lied to and wait on the phone on hold for 30+ minutes I would advise this company. Otherwise, stay away!
- Location
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- Location
- Burry Port, Wales
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
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Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
- Location
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- Location
- Burry Port, Wales
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
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Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
- Location
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- Location
- N.ireland
- Reviewing
- Plusnet
- Date
- 2017-03-09
- Comments
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STAY WELL CLEAR, absolutely terrible have had the broad band in for two years and we've had nothing but trouble. Rang up to pay my bill, sorted that out then this morning they turned my internet off because they accused me of not paying my bill. Which I proved I did. Then they went on to say they gave me the wrong bill and it was more than I paid. Told them I wasn't paying as it wasn't my fault if they had of told me the correct amount it would've been sorted out. And they still insisted on calling me a liar. Then they turned and said that it was a mistake on there part after being so rude to me they wouldn't turn my internet back on even tho it wasn't my fault. Tried to explain my daughter has exams and she needed the internet and he said that he didn't care. So I politely told them we're to go, and hung up the phone. Unfortunately my daughter will have to go somewhere else to revise to her exams, never will I be back this company they are an absolute joke.
- Location
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- Location
- Chichester
- Reviewing
- Plusnet
- Date
- 2017-04-18
- Comments
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The only good thing I can say about Plusnet is that they demonstrated their total incompetence within 14 days of me placing my order so I was able to cancel without loss. They made false promises about installation times to get my business then backtracked once I had paid and failed to deliver on their promises. Avoid like the plague!
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2016-03-31
- Comments
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They should be prosecuted under trades description act for their TV ad. Atrocious customer service average 40 minute wait to get through on phone and you can rarely access them online via chat as its regularly unavailable especially at weekends. Very slow speed and connection drops constantly. I chose to pay the cancellation fee just to get away from them. Moved to SKY and glad I did. Speed back up to normal and customer service calls answered in a couple of minutes
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2020-09-23
- Comments
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STAY AWAY! Dreadful customer service, I set up PlusNet for my 84 year old father, it was only supposed to be £22.99 per month but they took nearly fifty pounds out of his account. They appear to have taken over his pay as you go mobile and are charging for that when his mobile number was never included in what I set up. When I contacted their customer services I got a woman with a foreign accent which was so strong I couldn't understand her but she refused to discuss the account with me because I wasn't the account holder (even though I'd set up the account and my father wouldn't know any of the details if they'd spoken to him directly). I asked to speak to someone in charge and she refused to transfer me, she talked over the top of me constantly and ultimately refused to deal with me even when I'd explained the situation. DREADFUL....ABSOLUTELY DREADFUL!
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2018-06-09
- Location
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- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2018-11-07
- Comments
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This has been the worst experience so far for being loyal for so long . Waiting time to speak to technical team = 45 minutes Avg + misleading and wrong promises + no respect or professionalism towards customers + 2.5 mbps = getting to pay £145 to get out of contract. I think this sums up the amazing service that you get from plus net. Never to return for their internet services. Absolute waste of money and time .
- Location
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- Location
- Denbighshire
- Reviewing
- Plusnet
- Date
- 2010-06-24
- Comments
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Brilliant support team.All promises fulfilled
- Location
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- Location
- Corby
- Reviewing
- Plusnet
- Date
- 2015-10-09
- Comments
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Worst mistake of my life, joined plusnet due to their advert, unfortunately on the day I got my Broadband set up with them I realised I made a huge mistake, I mean the 1st day the Internet went down I phoned them up so see what is up and waited 50 minutes for my call to be answered.
The fibre broadband speed I had was so slow, I was unable to have 2 Internet windows open at the same time, some larger website were impossible to view, I called Plusnet to report the slowness only to get told I will need a laptop so they can talk me through how to test that the modem or router are working fine, I informed them that I do not own a laptop and was told I need to purchase one otherwise they can not help me!
I put up with this problem as I wasn't going to get a laptop, I was then informed that they are putting up their prices and due to this I could cancel my contract early without any cost to me, I did cancel and went to another provider still using Open reach cables but with this companies router etc and the speed is brilliant.
A month after I received a email from plusnet informing me I had to pay 1 months phone line rental by mid September otherwise they will send my information to a debt collector, I phoned plusnet and was told there is no amount to be paid and they had credited my account so the balance was zero!
I received a letter yesterday from a debt collection company saying I have 7 days from the date of the letter to pay plusnet £115 otherwise they will take the matter further, I straight away called Plusnet and after waiting 35 minutes my call was answered, I got told the fee was a cancellation fee, I explained that I was told and still have it in writing that no charge will be applied to me for cancelling early, unfortunately Plusnet have no record off this so today I emailed them a copy off this message and got a automated email back stating my email will get a response within 10 working days, however the debt collector wants payment within 4 days now!
Plusnet are a joke,Please do not fall for their advert like I did, the companies they say they are better than are in fact much better than plusnet as I have found out!
- Location
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- Location
- Saffron Walden
- Reviewing
- Plusnet
- Date
- 2020-10-15
- Comments
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Terrible customer service! Yesterday our direct debit failed. We immediately resolved the problem however with 4 hours our Web traffic went on some redirect that made it unworkable. Could not access their Web site to make a payment. Still on hold to get through to accounts after an hour. Use someone else if you want a business service
- Location
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- Location
- Bexhill on Sea
- Reviewing
- Plusnet
- Date
- 2016-11-10
- Comments
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Server keeps crashing, very slow when usable but regularly times out due to extremely slow speed.
- Location
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- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2021-02-15
- Comments
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I think this is the worst Firm on the planet its run by most delinqunet people I've ever spoken to. Do not use them, hope it goes into liquidation to save us all.
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Shocking customer service, hours waiting on the phone and failed to resolve problem when call answered. These people are shocking, I've had problems with one thing or another from day one...
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2014-01-17
- Comments
-
Hello
Didn't get as far as getting a broadband service from PlusNet. Within 24hrs of my order, they had taken a deposit out of my account and set up a direct debit. Shame their service did not match the same speed. After a week I phoned them and asked why I had not received any email contact from them. They said their journal showed they had sent an email saying they could not connect me to Fibre Optic, but they would supply me with asdl broadband/telephone service. Having confirmed my email address with them, I asked them to send the email again. I got nothing, so ended up sending them a recorded delivery letter cancelling my order and asking for my money back.
You would have thought that PlusNet would have phoned to say they could not satisfy my order as they had no response from me from their email. Why would they think that I wanted to swap like for like (I am with TalkTalk)Broadband. As I have found out. My phone line is not Fibre Optic enabled at the moment. This should have been apparent to them at the point of ordering.
Regards
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2018-07-02
- Comments
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Dreadful WiFi range you can take your mobile device less than a metre away and you will lose connection. The speed when you actually get a connection is dreadful. The broadband goes down multiple times daily which makes it almost impossible to do anything. Highly recommend staying well clear it's not worth the money at all and after a week you'll be begging that you headed my advice.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2019-03-18
- Comments
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Switched to Plusnet from BT. Phone line disconnected/reconnected as scheduled but no broadband for four days. No contact from Plusnet. Finally used chat and agent said the activation was stuck in a queue. Obviously a queue they expect the customer to drive rather than any quality control service on Plusnet’s part. Agent chat disconnected while waiting for the agent to respond. Pathetic start. The lesson is contact Plusnet support immediately and constantly, don’t wait for their processes to notice that something’s wrong. Now connected, interestingly at more than 10mbs slower than the BT connection. Hopefully this will increase as the line is trained over the next 10 days. Meh.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-12-28
- Comments
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I must be fair in that I have been with Plusnet telephone and broadband for years and never had any complaints - I suppose because nothing has ever gone wrong.
With that in mind I took advantage of their new mobile service - what an eye opener. The worst customer service I have ever come across. The only mature sensible person I have spoken to over the last few weeks confided that they had opened up the new facility in Liverpool and staffed it with clueless youngsters.
In the space of a few weeks, they sent me four SIMS instead of the two I ordered and then told me that as a gesture of goodwill, they would not charge me for the extra two... Well that's all right then. The four SIMS were all addressed differently with both first and last names spelled incorrectly and when I queried e-mails not arriving, they had written that address down wrongly as well.
I should have known better, but I decided to port my 20 year old cherished consecutive numbers from GiffGaff (who are fantastic). Mine came through all right but my wife's didn't. They blamed me! Two days later, resigned to the fact that her number was gone, I received a text from Plusnet to say they had found my wife's phone number and it would be reinstated immediately. This was done - the only thing was they put it onto MY phone, causing my number to disappear into the ether. Customer 'services' confirmed that I would never get my number back.
Did they at any time apologise for their incompetence? No. What they did offer was compensation of £7.50. Which I declined saying that the cost of new business cards alone would be far in excess of that. The reply immediately came back saying that I was not permitted to use Plusnet mobile for business (I dont) their service is for personal use only.
I have a problem - should I recommend Plusnet mobile to my friends?
- Location
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- Location
- BALLYCASTLE
- Reviewing
- Plusnet
- Date
- 2019-12-11
- Comments
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Moved to plusnet in May and shortly after my internet speed dropped,some months later it dropped again.
My previous supplier consistently achieved great speed,never a problem and foolishly moved because of a slight increase in price.
When I contacted plusnet they don’t accept responsibility,they give the usual guff about sockets etc.,absolutely no assistance whatsoever.
They will now loose my business with 2mobile phone contracts and eventually when my contract is up my broadband.
- Location
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- Location
- lewes
- Reviewing
- Plusnet
- Date
- 2018-11-09
- Comments
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Dont get traped by plusnet CHEAP DEALS. They really are CHEAP cheap cheap. Been waiting for a refund for over a month and not getting very far. They are sitting on my money and dont care.
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2016-02-20
- Comments
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First of all my telephone line failed.....fixed....then my internet connection died....partially fixed but now intermittent....now my telephone doesn't work again! 45 minute wait on the telephone for tech support.....is that really acceptable? I would suggest that no-one signs up with them until they get their customer service sorted out.
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2020-08-13
- Comments
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Please do not join plusnet. The customer service has been shocking and I have been told that the 14 day coolong off period starts from the day I order even though my broadband wasnt active or router arrives for a number of weeks. It didnt work, sent back day after receiving as could not get through for support. I could not get through by phone. Email or live chat. I followed online advice to complete form and send back. I have just got through by going via Sales and told I am now out of my 14 day cancellation policy. I have requested a manager call back. Please if you are considering DO NOT USE PLUS NET!!!! DISGUSTING CUSTOMER SERVICE!!
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-19
- Comments
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poor BB speed -a lot less than previous provided TT trying to get PN to improve speed was fruitless. I have been told the equipment is different to TT-assume that means inferior and the router is poor.
Do not use Plusnet
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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Awful awful company. We signed up for one package and were given a totally different one that cost twice as much. After complaining again and again we got nowhere and have not even been offered a refund. We ended up leaving and to top it off they kept asking for payments months after leaving them. Also beware when you leave them as even if u inform them your leaving if you dont request a certain code they will charge you an extra £30 to leave! Apparently its in the very small print!!! Overall a horrible experience, with really really unhelpful no nonexistent customer service.
- Location
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- Location
- Motecambe
- Reviewing
- Plusnet
- Date
- 2021-07-14
- Comments
-
I took out a fresh 18 month contract and was told by the agent it was fixed at £25 no increase due to CPI, RPI etc. I asked for a confirmation email and after recieving this I commenced with the new contract. Roll on a few months and they increase my contract by the CPI and rpi. I complain and they ring to to tell me sorry the advisor was wrong and I could have £25 as a sorry. I explained that wouldn't cover next march's increase and why should I have to pay for their mistake. Only to be told that's as good as it's getting and I would have to now go into to deadlock and speak to the ombudsman. It's not even the money it's the principal. Disgusting company with underhand illegal selling practices. They should be fined for such lies. They used to be great until BT took over, now they're too big for their own good. This is the last time BT or Plusnet will get my custom. YOUVE BEEN WARNED READ 1000'S OF COMPLAINTS!!!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2018-03-11
- Comments
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Terrible customer service, bad technical support. They all lie if they don't know the answer to a question. If you have a connection issue they will blame it on your router. When you buy a new router they blame it on your line. When you wait in and the engineer finds no fault at you end. They'll make needlessly disconnect you phone for days then say they have send the Engineer out again, "forgetting" that he was only here a few days ago. Eventually they discover the numerous faults at their end. Faults are always at their end! Then when you decide to leave Plusnet you suddenly you start experiencing the same unreliable connection that you had 6 months ago. Then they lie... Occasionally you get someone who isn't as thick as two short planks but that's very rare. Don't use them and watch out for other so called providers that are "serviced" by Plusnet too.
- Location
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- Location
- Isle of Wight
- Reviewing
- Plusnet
- Date
- 2016-08-14
- Comments
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I have had this ISP for 10 months now and experienced 3 Broadband failures averaging five days loss of service at a time. Plusnet are really not interested so the complaint has now been taken to CISAS. This contract has no chance at all of being renewed.
- Location
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- Location
- Herts
- Reviewing
- Plusnet
- Date
- 2015-08-29
- Comments
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Misled by Price Rises and Cancellation Option
I have been a customer of Plusnet for less than a year.
I received an email from them informing me that the line rental costs would be going up in September, but they offered me the option to leave early without incurring early termination fees.
I exercised my option to leave and all seemed fine until a few weeks later, I received an email informing me that my line rental, which was paid up front would not be refunded.
I was surprised by this because the tone of their email to me suggested that I could leave penalty free as a result of their price rises. The Plusnet call centre agent went through the costs of leaving early and then went on to say that I would not be liable for the cost as I was leaving because of the price rise. He did not mention the line rental and I can see why now - Plusnet clearly wanted to use it as a stealth penalty for leaving early.
Very disappointed with this company, which claims to have great customer service. It turns out that they hide behind their T&Cs and do not give you the whole picture.
I will not be letting my friends, colleagues and family know what this company have done and I will not be using them again.
I feel cheated and used.
- Location
-
- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-08-26
- Comments
-
I have been with Plusnet for 4 months during which time I have only had working broadband for 60% of the time. The latest incident I have been without phone and broadband for 9 days. The people in Plusnet don't care, you wait for up to 30 minutes to talk to people and then they promise to ring you back and don't. They say an engineer will be on site tomorrow but nothing happens. I know the problem is Openreach but Plusnet have no influence over them. Very unhappy. DONT USE Plusnet, Rubbish.
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2016-12-29
- Location
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- Location
- Northampton
- Reviewing
- Plusnet
- Date
- 2017-04-24
- Comments
-
Horrendous issues leaving Plus Net. Told by PlusNet to allow full month's direct debit for 5 days prior to service transfer. Only partial rebate following month and a further debit next month. Repeatedly raised with Customer Services. Received full refund for 2nd month but more than half of 2nd is still outstanding. Do I just give up!?!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2017-10-02
- Comments
-
My broadband connection is unstable and unusable at times. If at first they don't succeed in fixing a fault they make you wait a while and repeat the same process(weeks). Obviously this does not work. So they will try to send out an Engineer again, make you wait again for another 5 hours and charge you again and the fault will still not fixed! It is also expensive to to phone using my land line. Long waiting times for support calls to be answered. only saving grace here is that they have a 0800 number so you can call support for free. Steer clear and do not sign up with Plusnet.
- Location
-
- Location
- South Leicestershire
- Reviewing
- Plusnet
- Date
- 2019-08-12
- Comments
-
Speed is terrible, I recently signed up for the upgraded they offered but the speed just gradually got slower not faster.
Trying to contact Plusnet is near impossible, you cannot email them, only option is online Chat or phone, for online Chat there is never anyone available at a convenient time and on the Phone you queue for hours.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2022-04-11
- Comments
-
DO NOT USE THIS COMPANY
I ordered and paid for Plusnet on 17/03/22 (new customer) they said it takes up to 10 days to switch over, after 10 days I contacted them, they told me there was a technical error and would get an update in 2 days, every 2 days since then I have been contacting them to find out when they will provide me with the service I paid for, each time I got the same story and would get an update in 2 days time, its now 11/04/22 still no Internet with them, I called again to be told my Internet will be switched on 27/04/22..... they do not know why this has happened but cannot bring it forward. I have asked for a full refund to which I will supposedly receive in 20 days time! What an absolute joke of a company!!
- Location
-
- Location
- london
- Reviewing
- Plusnet
- Date
- 2017-12-08
- Comments
-
terrible provider - stay away
- 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.