3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-03-24
- Comments
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Mismanaged my installation. Now I have to wait another week and take more time off work. Lacklustre customer service and still waiting for a callback from a 'manager'. If this is anything to go by I would look elsewhere.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-07-18
- Comments
-
Plus Net are the worst!
First of all they tricked me into switching by promising Fiber, but gave me ADSL with a lame excuse blaming the OpenReach not being ready. I explicitly said I would only switch to them if they had fiber and they guaranteed they did.
Second, I was without internet for 2 weeks until their service started.
Third, I'm often seeing 1, 2 megabits speeds and the connection drops often. I was promised 15. And I know my megabits from my megabytes, I work in IT. Their connection is totally awful.
Finally, after more than a year, I'm switching to a new provider, and they refused the initial cancellation request with a lame excuse that they thought I wanted to stay because of a change I made in my account online, or something along those lines. I had to restart the process.
Omg PlusNet, if I had more time on my hands I would talk to layer and sue for such a terrible treatment.
- Location
-
- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2019-06-17
- Comments
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Absolutely rubbish product with extremely poor customer service with stroppy staff. Changed from EE circa six months ago purely for commercial reasons. Service has never managed to achieve the stated speeds. Spoke to no customer service frequently only to be told to make minor changes and wait two weeks for no change. Please save yourself from frustration and pick another provider!
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2017-08-17
- Comments
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3 Months ago I changed from a limited broadband only plusnet account to an unlimited broadband and telephone plusnet account.
Problem No 1.
According to the website the plusnet answer machine would be off unless I turned it on. I was away when the change over happenned, and my answer machine gave crucial details for people contacting me professionally - re-directing them to a colleague. But when the change over happenned, they turned on the plusnet answer machine so callers just got "leave a message....". That caused significant distress for a couple of callers while I was away, and about ann hour's wasted time to sort out when I got back. I got an apology, but no compensation, and no apology was given to those who suffered because of the lack of contact details.
Problem No.2. I then discovered that they were taking money out of my account for the old contract as well as the new. About an hour on the phone to try to sort it. A promise that a manager would phone as it was a second problem. No manager phoned.
Problem No.3. A month later I discovered they were still taking the money for the old account as well as the new. Another hour wasted on the phone. Hopefully this time they have sorted it, but I am not that confident, and they say I will be refunded..., but no compensation for yet more of my time wasted.
Customer service people were friendly and helpful, but somehere things do not work.
Good value package, and OK speed and reliability at the moment, but using a freidns cottage which had plusnet broadband while I was away, the broadband was unreliable.
- Location
-
- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2016-01-24
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2017-07-26
- Comments
-
Ugandas wifi is better than plusnet. We pay extra for fibre and dont receive an upload speed above 1MB. Download is like 20MB which is ok. It is awful at multiple devices using Internet at once. For example playing a game and streaming a 720p or higher film. Will cause either to lag. Downloading will destroy the Internet for everyone but the downloader
- Location
-
- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2017-07-05
- Comments
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I have been a member of PlusNet for 4 years, When I initially signed up , it was brilliant. I even recommended them to my Friends whom took my advice a also joined, Now I find plusnet to be very disappointed with the company, Just of late my internet went down, after a prolonged wait on the telephone while contacting customer services , I was inform the problem was a fault with the router and they would replace it within 5-7 working days. 3 days in and after trying a spare router loaned to me by a friend , who had signed up , through my recommendation . I realised the employee in customer services had wrongly informed ,It was the server that was fault, Contacted PlusNet again , spoke with an engineer who confirmed this , waited 10 days for the issue with the server to be dealt with. Was informed by the engineer due to service being lost, that a reduction would be made to my bill for that month , Found this to be a lie, On contacting PlusNet again to argue my bill , informed nothing was recorded , customer service informed me, yet apparently all calls are recorded for training , asked to wait on the line, so was then put on hold for 20 minutes before I was hung up on. Once the contract as ended in October, will not be renewing it, as I hate dishonesty and being ripped off . AVOID !!!!!
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2017-12-29
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-11-11
- Comments
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I have only been with Plusnet for a short while but, contrary to other users, I have been very impressed with their efficiency. The only reason I gave customer service 4 stars was because of the long wait to get through on the phone, but once I spoke to one of the team I found them to be very efficient and my problem was dealt with speedily.
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Location
-
- Location
- SW3 6BU
- Reviewing
- Plusnet
- Date
- 2020-04-10
- Comments
-
We have been with Plusnet for more than 10 years and the quality of the service has significantly deteriorated.
There are regular breakdowns in the broadband service and the customer service is usually incapable of helping.
This company has become a total mess.
- Location
-
- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2020-09-23
- Comments
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Doesn't work, customer services down for the past 3 days at least. Regretting my purchase. Hate this company already, their customer services is non existent.
- Location
-
- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
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The worst..... cant get through the phone, engineer never turned up .... REALLY POOR !!!!
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2020-05-05
- Comments
-
Absolute rubbish
The router looks like a cheap imitation
Reminds of of the cheapest toys I get
When I open a cracker at x mas
Poorly made cheap cheap cheap
The old saying goes you buy cheap you buy twice
Stick with the big companies that know what there doing
- Location
-
- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2016-01-18
- Comments
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I tried to transfer to plus net from post office and its been an utter farce:
Placed order on Dec 29 - activation date 13 Jan
29 Dec- got text from plus net saying there was a cease order on my line from post office. Called post office, got it removed, called plus net, was told order had been redone and would go through within 24 hours and would go live on 13 or 14 Jan.
12 Jan- no sign of router, called plus net. Told order hadn't been placed due to human error. Order redone, told I'd go live on 19 Jan. Got email 2 mins after call saying go live on 26 Jan. Contacted them again. They apologised for errors and confirmed 26 Jan.
18 Jan- got email from plus net saying I was going to lose my landline number as it wasn't on BT network. Called them and was told email was a mistake again due to human error, but that as a result the order would need to be done again (4th time now) so would be yet another 10 days.
I've now cancelled the order and asked for refund of cash I've paid them which they've said they will. I also asked them to reimburse me £24 for the additional costs I've incurred with post office due to their incompetence, but was refused. I asked to speak to the supervisor, and I am still waiting for him/her to call me back.
I can't understand how they can stay in business when they can foul up something as simple as setting up a new customer 4 times on the trot...
I can't comment on their actual service / broadband speed as they were incapable of supplying me with it...
Back to BT it is for me then, more expensive but at least they are interested in having my business.
Plus net are sadly not doing anyone proud. Based on my experience I can only recommend you avoid them...
- Location
-
- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2015-08-09
- Comments
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Loss of broadband daily. Suspect it's the router that Plusnet supplies.
Broadband speed was as advertised - so no grumbles, there.
When I cancelled, the guy I spoke with was dismissive and snotty.
Absolutely NO CHANCE of me going back to Plusnet, and don't recommend them.
- Location
-
- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2020-05-07
- Comments
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I wish I could give a minus score. Overall one of the worst companies to deal with. I agree with some of the below, when I called to set up the service was great but after a few months it starts to slow and then you have to call!
Generally the agents I spoke to were very friendly but couldn’t fix the problem, always offer call back but only 1 out of 5 calls were returned meaning I had to call back and be put on hold for an average of 45 minutes.
To add to the above I moved home, around 2 miles away from my previous address. For some j known reason my bill went up by £10 per month for moving home, no additional services.
As I didn’t have broadband for a few weeks I had to buy more data at a cost of £70 and then didn’t receive broadband for a month so I was out of pocket by £100. I fought long and hard after being told they would offer nothing to £30. Eventually I got them to agree to pay my costs. This is not compensation, it’s simply returning me to a net position.
I also wanted the option to leave after receiving the worst customer service I’ve ever had I.e. I was told they couldn’t call me back or the reason for the long wait times were due to them prioritising their new clients! One of many examples.
They came back and said I could leave but they wouldn’t give meh lost expenses due to termination fee wiping it out. They couldn’t get their heads around that not being acceptable.
Well done if you’ve read this far.... after waiting 2 months (I thought it was due to Cv19) I message to ask when I should receive the £100. They said they assumed the case was closed so I’d have to raise another complaint. Are they joking? So I’ve received nothing but poor service and am worse off.
Please do yourself a favour and avoid this company.
- Location
-
- Location
- llanelli
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Comments
-
worst internet provider , had at least 30 dropped connections a day , complained they then slowed my broadband speed to 186kbps by changing settings , now when i complain about speed they ignore me . my advice go elsewhere
- Location
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- Location
- swansea
- Reviewing
- Plusnet
- Date
- 2015-11-10
- Comments
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stay well away , first year with plusnet was ok then during next 18 month contract they asked if i would like to go to fibre optic , i declined. then my speed went to 0.15 mbs i phoned and complained they told me there was a fault in my house , i then changed all cables etc in house still same low speed.i have now found out that they had set my ip profile speed to 0.5mbs which meant no matter what i changed in house or even if bt had built a new exchange plusnet was limmiting me to less than 0.5mbs , so my advice stay away from them
- Location
-
- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2015-08-22
- Comments
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I am most disappointed – long waits for downloads???
Promised finer within the year? No sign? Service has been poor over the last month in particular.
when calling lengthy waiting time on premium rates - I would like out for such poor service. Maybe they can offer better - but its not good! Could do better/
- Location
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- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2020-08-10
- Comments
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I’m afraid I have rate Plusnet as being the worst at everything except price,,The speeds are slower than when we had dial up connections , the outages are a regular occurrence, Plusnet don’t report the faults to Open Reach unless you complain regularly and then they always threaten to charge for doing so,
I’ve said I’ll have to leave because they consistently can’t provide anything like the speed I’ve paid for, but they say I’ll still have to pay penalty charges, fortunately my contract runs out at the end of this month!, it amazes me how they can get away with such a misleading and inaccurate TV advertising campaign,,
- Location
-
- Location
- m9 manchester
- Reviewing
- Plusnet
- Date
- 2016-05-07
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
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Just been introduced to Plusnet and told they were very good . So I signed up for m
Home fibre broadband , call package and mobile phone .
The mobile phone sim NEVER arrived even after a chase up call and a promise of delivery in up to 3 days . Today 24/7/20 my phone service went live at 5.45 am and a text message to say it had , I got a friend to come round after work approx 3.45pm to plug in the router and set up the Wi-fi for my phone and tv . After plugging in the router and powering it up , no broadband connection , so reading through all the trouble shooting guides and still no good . So had to call up Plus net . On the phone for 1HOUR AND 3 Minutes waiting to talk to the tech department , while waiting the router started working . So I then hung up . I read all the bad reviews and thought they couldn’t be correct . BELIEVE ME THEY ARE . DONT GET MIXED UP WITH THIS COMPANY , YOU WILL REGREAT IT UNTILL THE END OF YOUR CONTRACT , They need lots more people in there call centres workin , they blamecovid for this ,BUT THEY ARE A TELECOMS COMPANY AND THEY HAVE THERE STAFF WORKING FROM HOME , BUT STILL CANT PROVIDE ANYTHING APPROACHING CUSTOMER SERVICE
- Location
-
- Location
- Lewannick
- Reviewing
- Plusnet
- Date
- 2016-03-14
- Comments
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Have suffered from being in, quote
'the wrong marketing area'
The competitiveness has reduced as time passes and now feel neglected
- Location
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- Location
- Linton
- Reviewing
- Plusnet
- Date
- 2015-09-28
- Comments
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What ever you do think again they turn down the band width when you finally get through to them they turn it up and then it goes down again. They are a BT company as well. Be warned
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2016-10-19
- Comments
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Acceptable broadband speed (about 8mbs) when I joined (May 2016) but now typical speed 1.7 mbs
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2023-06-06
- Comments
-
I have been a Plusnet customer since 2008. Had quite a few problems with back in the past so went to fibre TTC and there was a great improvement. The customer service is very good when you can get through. Next year my 24 month contract ends and Plusnet wants to increase it by over £20 per month. This will not happen as I will seek another supplier.
- Location
-
- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2022-09-14
- Comments
-
Plusnet claimed £22.00 per month for 18 months now being charged £26.00 with 4or5 months still on contact so don't believe what your told on tv what he says is not true
- Location
-
- Location
- Crewe
- Reviewing
- Plusnet
- Date
- 2021-07-01
- Comments
-
What a bunch or lying cowboys!! Lousy customer service, gross incompetence and they LIED more than once. Do not use them, do not trust them. They cost us a lot of money and grief! AVOID!!
- Location
-
- Location
- Brockenhurst
- Reviewing
- Plusnet
- Date
- 2018-09-04
- Comments
-
Worst, most incompetent dishonest company I have ever dealt with.After 12 days with no service,many broken promises and numerous lies,I cancelled the contract.They then refused to give me my pack number. Absolutely disgraceful
- Location
-
- Location
- Leamington Spa
- Reviewing
- Plusnet
- Date
- 2019-11-12
- Comments
-
Customer services, total waste of time. No service. Happy to hide behind customer lack of knowledge and continue to over charge compared to their "new" deals.
Customer care line dropped when tried to cancel my service.
DO NOT RECOMMEND
- Location
-
- Location
- fleet
- Reviewing
- Plusnet
- Date
- 2014-10-27
- Comments
-
Plusnet are wholly owned by BT although they don't tell you that. If I had known I wouldn't have bothered with them at all as BT Internet service is the worst I have come across. I get 2mb/s line speed, when they say I should be getting 7.5mb/s. I have raised this through their online assistant and when I last checked they had closed the service ticket for each query without bothering to respond. Very poor.
- Location
-
- Location
- Brighouse
- Reviewing
- Plusnet
- Date
- 2017-12-11
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-08-15
- Comments
-
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
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-10-30
- Comments
-
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
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-08-25
- Comments
-
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
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-10-21
- Comments
-
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
-
- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2017-01-29
- Comments
-
I have two properties, A and B. Property A is with Virgin and B is with Plusnet (PN) set up by my lodger few years ago, in this name. To ease accounting, I decided to change both properties over to Plusnet under my name to ease management and accounting. What a BIG mistake!
Property A
I was told I need to pay for an engineer to run a separate cable from the street box into a socket in my apartment. I agreed to that. An appointment was made for this engineer call, we arranged for someone to be that day. 24 hours prior, we receive a PN text, work can be done outside, engineer do not need to access apartment. Days before the changeover, we got PN text to say phone line active now, but when we test the old sockets (which we have three dotted round the apartment), none of them worked. I contacted PN technical support, who insisted their test shows the line works right to the socket. If engineer was called and the socket works, I will need to pay another fee.
My reasoning that my initial fee was already for a working cable to a working socket, fell on deaf ears as at first he insisted they did not promise that. I challenge him to listen to our initial telephone conversation, because I specifically stated as there are three sockets in the apartment, obviously I am not sure which is the "master" socket and I was assured the engineer will sort that out for me, implying he will be in my apartment. Yet, now, I am bombarded with technical garbage and confusing PN installation processes. When I persisted, I was advised to open up the socket, remove certain cables from certain connectors and connect certain cables from our phone to certain wires that's attached to certain connectors, to self check!
Obviously I was left in a dilemma as whether to take the risk of having an engineer call, and end up paying another fee, or hope that miraculously when the broadband comes on, it works!
As for property B, both my lodger and I contacted PN about changing the account name from my lodger over to me, we anticipated PN would need to speak to my lodger to obtain his permission for his account to be terminated. However PN sales officer was happy with me giving him my lodger's username and password to access and terminate his account without even asking to speak to my lodger. PN then took my details in order to set up my request to take over my lodger's account. At this point, as we have a unique landline number (stated in printed stationary and website etc) I categorically stated that we need to retain our original landline number. I was assured there is no problem.
I subsequently received a PN text to advise the telephone line, now under my name is due to become live, but it has a new number, not our original number. I immediately contacted PN, who now says they now need to speak to my lodger! Obviously this caused much inconvenience as I had to obtain my lodger to contact PN to give his permission.
NOTE: each phone call to PN takes approximately 22mins queue on average to answer, whereupon you are always passed from pillar to post, and each pillar and post will security check you again and again!
I was then assured a request will be set up for this to happen.
A few days later, another PN text advising our original number cannot be reinstated, blaming BT Open reach. I again had to call PN, spoke to a very unhelpful, rude, draconian lady until I finally got her to pass me onto someone more helpful.
The new officer immediately identified a work-around i.e. to issue a temporary number first then revert back to the original number.
Few days later, we got another PN text advising phone line working with another new number. As advised, we waited 24 hours for another text to advise the new number has now been changed over to original number. Waited 2 days, no such text.
Again contacted PN (note the queue wait again), now told, can only change over to original number AFTER the broadband has been set up!
Date given for broadband to come live is 24th midnight. We stayed up till then, unhooked the old router, set up the new router etc, finished the setup software etc and PN website says wait for 15 minutes as it configures. We waited 30 minutes, nothing, rebooted, re set up entire process, waited, still nothing. After 3 hours (around 3.45am by now), we gave up!
Next morning, called PN (queue again!), PN now blames "supplier" for delaying the supply of the telephone line, says may be asbestos! now it will be 28th.
Again on the 28th, we got a PN text phone line working, again we set up the new router, re set up software etc, yet still not working, however we could connect and watch utube clips but not connect to any websites! Strange? YES! that's what we thought also!
Again, called PN (yes, queue again) again, customer service tried to blame Openreach now stating "data freeze" issue! Asked to speak to senior officer, no one free, no one can help, if available, they will say the same thing etc etc etc
At that point, I have lost my patience, BUT calmly stated I wish to make a formal complaint and will be asking for compensation and how do I proceed with a complaint to a government watchdog on such issues.
Manager came on line immediately and I was finally passed onto the ONE AND ONLY most helpful officer in PN that is worth mentioning, CRAIG, who allowed me to vent my past three weeks dissatisfaction and negative remarks on PN. Craig calmly took me through the website, speaking layperson's surfing terms and at no point trying to bombast his own ego, like his previous peers by pretentiously using technical gobbly gook, and CRAIG found the problem was within the admin setup, fault of PN's software, not mine. Together, we changed a few inputs and the broadband works now. I thanked CRAIG wholeheartedly and was so overjoyed that I put the phone down before I had asked about the original number reinstatement.
So again, I had to call PN again, waited in queue again, and was told there is an issue with the reinstatement, again blaming their supplier, but will be done within next 4 days.
Above process (both properties) is a brief summary of many more telephone calls etc, in total, it took 23 days, 18 telephone calls, queue waits, fastest 18 minutes, longest 47 minutes, average 32 minutes.
In summary, prior to this incident, our PN fibre service in property B had been reliable and above average, but after this summary, we are rather worried about future service, now for both our properties.
Would we recommend PN? NO
- Location
-
- Location
- Rugby
- Reviewing
- Plusnet
- Date
- 2018-03-28
- Comments
-
Terrible, awful, rude customer service. Staff are incredibly unhelpful! Avoid the service is not worth the terrible customer service
- Location
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2012-03-20
- Comments
-
Regretfully I am obliged to award PN one star for all aspects of what it laughingly calls service. They deserve negative ratings all the way through. Appalling company with arrogant unhelpful support staff who couldn't give a toss about customer service. Now moving on after months of trying to resolve a problem. Good bye and good riddance to the most vile company I have ever dealt with.
- 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.