3,751 Customer Reviews over 94 pages
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2019-09-09
- Comments
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I was with them for 10 years - never again!
The last year my fixed rate was a lot more than the new business rate, with no option to change to the intro rate at the end of my contract, unless you call them up and threaten to leave.
I called up and said I was leaving, then they offered me the intro rate.
I left anyway - no reward for loyalty cuts both ways!
They closed my account, they stopped my Direct Debit then they decided there was £ 1.29 unpaid on my account and sent me emails and SMS threatening to pass the unpaid £1.29 to a debt collection agency.
I called to query this, they did write off the £1.29 but no apology for taking loyal customers for granted then sending robo-threats for £1.29 after they made an error.
- Location
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- Location
- Northants
- Reviewing
- Plusnet
- Date
- 2017-08-05
- Comments
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Although wifi does drop off regularly I hadn't complained as moving but on contacting to cancel - service was rude/shortsighted. Stupid of them and you instantly get debt recovery threat for £30 for disconnecting service - Plusnet very poor won't be using again. A little respect is required to keep customers.
- Location
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- Location
- E17 London
- Reviewing
- Plusnet
- Date
- 2018-06-28
- Comments
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Although friendly on the phone, they're systems are ridiculous. All the different departments don't communicate with each other. I've moved out 28 days ago, told them before I was moving and twice since and still haven't been able to pay the closing balance! I'm wondering if I'll get charged another months worth now? Even when they phoned me to pay (after calling twice trying to pay and being passed to different departments and STILL not being able to pay) the same bloody thing happened! I still haven't managed to settle up...how many times do I have to call to give them money for a mediocre broadband service??
- Location
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- Location
- cardiff
- Reviewing
- Plusnet
- Date
- 2019-05-19
- Comments
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I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
- Location
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- Location
- Hartlepool
- Reviewing
- Plusnet
- Date
- 2013-12-01
- Comments
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Plusnet is great unless you have to communicate with them!! The queues for holding on to speak to them is a nightmare, at least an hour today!! If you contact them about an ongoing problem, because of their system of a reply within 24 to 48 hours, you daren't phone them, because you know all it's going to do is put you further and further back to sorting your problem. It's the same if you email, having said that, between their ridiculous jargon for eg:- "ticket instead of question", their unbelievable website which is so difficult to navigate round, you need a degree in itself, to send that email. Like so many companies today , they are greedy obtaining as many customers as possible through reasonable pricing, but then not interested in an infrasructure, capable of giving a good service to those customers!! In my opinion, they seem to do everything they can to obstruct reasonable communication with them. Having said that, their pricing seems ok and I didn't have a broadband speed problem at my old address. Both times that I have had trouble, at my old address, it was never really resolved, I have just moved and a week later, I still don't have a landline/broadband and I haven't had any communication from them advising me of any progress!!!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-04-29
- Comments
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Been with Plusnet for a year & i had constant connection problems. Eventually after 2 months of phone calls & emails the connection dropouts were few & far between.The worst Wi-Fi signal i have had with any broadband companies routers.I have just switched to Virgin media Fibre & was charged £50 for discontinuing my phone line(blamed BT for this).
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-05-06
- Comments
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Absolute joke of a company, they pride themselves on excellent service, absolutely useless and incompetent.
- Location
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- Location
- Northampton
- Reviewing
- Plusnet
- Date
- 2018-06-25
- Comments
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I was with Plusnet for a year without any problems. But after signing a new one year contract and paying line rental upfront problems began. First month overcharged by £8 and when I contacted them after 30 minute wait I was refunded immediately and assured that it would not happen again. Next month overcharged by £19 pound, after numerous calls and emails it was eventually resolved after nearly two weeks. I can't wait for contract to end so I can switch
- Location
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- Location
- Heathfield
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
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The installation was faultless. However, if you want to up grade your package or downgrade. You have to wait a full month before the change happens. There is a 30 min time limit on included international calls. If you go over this you get heavily charged for the call. The broadband speed is good however the signal isn't as reliable as it could be. When watching films you can tell that the bandwidth is being restricted as films don't play as well as at other times. The cost was ok as I paid in advanced. But I'm not sure if I stick with them.
- Location
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- Location
- Bracknell Berks
- Reviewing
- Plusnet
- Date
- 2017-08-21
- Comments
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Decent provider customer service is quite good - do not have to wait too long to speak to someone and they are courteous.The speed is a letdown only 2.6megs aginst a standard line max of 4
- Location
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- Location
- Sedbury Gloucestershire
- Reviewing
- Plusnet
- Date
- 2018-11-22
- Comments
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My issue with this company is WiFi,I can only get 2.4ghz. 5ghz does not work and has been disabled. Bearing in mind I live in a bungalow WiFi will only work with 2.4 in the room that the hub is in. I have had to buy a booster to use my tablet in the bedroom. Was promised a gesture of goodwill payment when this was suggested but the person dealing with this has been replaced. I've had enough, just waiting for contract to end to get out.
- Location
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- Location
- Wembley Greater London
- Reviewing
- Plusnet
- Date
- 2020-08-22
- Comments
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On joining prices very good, customer service excellent, but after two years of loyalty, prices three-fold, customer service fair, and recent speed a tenth of those promised.
Still better than BT!
- Location
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- Location
- Frodsham
- Reviewing
- Plusnet
- Date
- 2024-02-09
- Comments
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Really poor customer service- William was not at all helpful.. I have been a loyal customer with Plusnet . I must have come out of 18 mth contract no notification and my bills nearly doubled . Explained to William customer service assistant no refund allowed , not interested .Response must have gone to your spam. In the current economic climate the company should be a little more empathetic. Company must be inundated with customers as they are not interested in retaining them!!!!
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2017-10-04
- Comments
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I have been with Plusnet for approximately 9 years and whilst i still consider them good value, i am really not impressed with the waiting times for speaking to someone, normally around 30 minutes. Yes, they are helpful and you usually get an answer first time. Also, payment methods are inflexible, I don’t know why and neither do Plusnet, but i cannot pay my bills online so each month i need to phone up customer services to pay snd wait and wait and wait. Reasonably reliable and ok speed wise for what i need, browsing the internet and checking email, not downloading/streaming etc.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-08-16
- Comments
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I have been with Plusnet for over 10 years, have recommended friends to join in that period and have seen the changes.
Originally, their support lines were answered pretty quick and their support was 24/7, which was excellent.
Move forward to today. Plusnet no longer have 24/7 support as it is between fixed times now. One can understand this as a cost cutting exercise and I would be happy to let it slide, BUT (yes, it is a big "BUT"), if you try to call them now when you have a problem, not only is their service not 24/7, but THE WAITING TIMES NOW 15 MINUTES or more...
Heck, just today I called them twice, waited well over 15 minutes both times, got fed up and hung up.
This seems to be a common theme and for a company that I have sang the praises for over many years, I can no longer do this as their service really has gone to the dogs.
One could argue that there is now online chat and one should use that. I challenge you to give that a go and see the wait times on that also...
Plusnet, you used to be an amazing company and I couldn't sing your praises high enough a few years back, but what the heck have you done? You are managing to systematically kill a perfectly good working model.
I come from a corporate IT Support background and one knows that a company is only as strong as its weakest link, and guys, your new business structure model is pretty bad to say the least.
The broadband reliability and speeds are pretty good, so no complaints there, but good luck when one becomes stuck and needs their support.
- Location
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- Location
- Rochdale
- Reviewing
- Plusnet
- Date
- 2021-10-07
- Comments
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A lot of the complaints are about the reliability and speed. I have not had any such problems, in fact very reliable and fast. The main reason is that when I joined I immediately purchased a BT Smart Hub 2 from ebay for peanuts. This is a very good router and works fine on Plusnet as long as you change your username and password. My gripe with Plusnet is their customer service and the latest wind-up is moving home. I informed them I was moving in 2 weeks so that they could transfer the service. I was told it would cost £65 unless I took out a new 2 year contract at £3/month more expensive than my current contract. I refused to be bullied into a new contract since I still had almost 12 months to run on my present one. I reluctantly paid the £65 (no mention of this on their website). It has now been confirmed they, against my wishes, have put me on a new 12 month contract which is more expensive than the existing one and when I pointed this out they added a £20 credit to my account. Why not just transfer my existing contract? They have now informed me they cannot transfer until 5 days after I move. Why am I paying so much for so little service? My daughter has just moved her Sky BB in just over a week and free of charge. Plusnet, you let yourselves down in so many ways and after this contract expires never again.
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2020-08-28
- Comments
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For what we need the speed is fine. Recently we've had some problems and the customer service has been appalling. The technical support people were polite but useless and the engineer never came.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2022-11-05
- Comments
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Wifi only reliable in one room. Had to point out incorrect pricing and have it corrected. When moving house the customer service was bad, given incorrect information and the advisors were pushy and impatient. Wouldn't use again, has gone downhill.
- Location
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- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2016-12-05
- Comments
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If you have a problem this is where the problems start. The customer service is poor. Many times it is almost impossible to speak to someone unless you are willing to wait on the phone, waiting times of up to 30 minutes is not unusual.
- Location
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- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2021-02-18
- Comments
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Received bill on 10th Feb 2021 via email. Cut off 11th Feb 2021. 24hrs is the best they can do. Could not even login to pay on plus.net website, had to fiddle around on 4g on a phone.
It's the way the system "works" is the response.
Do you think people should be treated like this? Especially during covid?
Abysmal practices, I'd go elsewhere if I was you - as I will be doing as soon as this contract ends.
- Location
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- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2017-10-14
- Comments
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Not so award winning customer service, had my mobile phone line no reception for whole day on Tuesday and couldn’t get hold of anyone at customer service, phone line Dee and online 33 people before me and timed out before I reached an agent.
- Location
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- Location
- Flack
- Reviewing
- Plusnet
- Date
- 2023-03-01
- Comments
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3 months in they raised the prices and nothing i can do. I joined as they were cheap, but this only lasted 3 months before they are no longer good value. i will leave them as soon as possible!
- Location
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- Location
- East Devon
- Reviewing
- Plusnet
- Date
- 2019-09-27
- Comments
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Started out fine with about 36 Mbs on a 39 Mbs service and over time dropped to less than 20 Mbs with a 32 Mbs threshold. Then went for faster service when renewal came up and it got even slower - not faster. More engineer visits and as before OK for a while. My service threshold on 'new contract' for the 'faster' service had been lowered to less than 25 Mbs. Went back to 'slower' service and after a visit or two more, back to 36 Mbs, but still on a sub 25 Mbs threshold and after three months it is now down to just over 25 Mbs. I can't wait for it to drop that extra 500k! I realise that the 'wholesale service provider' is the real culprit, but why should I be paying the same for 2/3rds of the service?
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2014-12-16
- Comments
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I renewed my contract with Plusnet which included a £75.00 bonus. Due to confusion on my part I did not claim the bonus. Contacted Plusnet to claim bonus. They refused to give it to me claiming that the "offer" had expired 2 days ago. Another advisor falsely claimed that it was "a one day only offer". This was NOT an "offer". The bonus formed part of the contract. I sent an email to the CEO. This email was ignored. After writing a critical review online I was told that they would be contacting me. No-one has been in touch. This service is abysmal. Avoid them like the plague as they simply don't care about their customers.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2015-04-20
- Comments
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Reasonable broadband speed overall, although slow at times even over ethernet.
Customer service is good while you are a customer - it's easy to speak to an English call centre fairly quickly.
When I called to leave, the lady at the Plusnet call centre tried to match the price of the provider I was moving to. When she realised she couldn't match it her tone and attitude changed completely. She became very difficult and uninterested. I was trying to find out how the contract would end before I started with the new company, but she just wanted to get off the phone.
She kept telling me that there's be a penalty charge if the MAC number was not used within 30 days (which the new company told me was nonsense).
It's a shame it ended like this, as I had been happy as a customer. I've subsequently found out that Plusnet is part of BT, with whom I had terrible service a few years back, so things are adding up.
I'm now with SSE, and I'm very happy with their service. Too early to tell about the broadband quality, but great price and service.
- Location
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- Location
- chigwell
- Reviewing
- Plusnet
- Date
- 2018-10-08
- Comments
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I've been with Plusnet for many years now and was used for testing when FTTC first came out as I was local to the exchange that was doing the testing,
I accepted this offer and was advised I would still be paying the same rate I currently pay for the adsl but for FTTC, years past and I moved and was also allowed to move the FTTC deal with me! great!! but the contract renewal came around again and the paperwork/documentation at Plusnet had me down as adsl and not FTTC (this wasn't a problem in past renewals) so when I renewed the contract they dropped me down from FTTC to adsl so no internet!! they said get an adsl router and it will work -nope it didn't -cut a long story short the fibre clips on my line stopped the FTTC from working!! for 15 days and I work from home - my mobile 4G got hammered!! I wanted to stay on FTTC so they put the subscription up for me! the amount of calls in to Plusnet to try and resolve this was unacceptable!! so I said let me cancel the contract and I will moved (I saw a better deal being offered by takltalk at the time and wanted to take it....Plusnet said that they would price match the deal so I stayed but they didn't match the deal and was taking the full amount from my account, I raised this with them after seeing the full amount come out of my account and they couldn't find the price match offer I was offered or the call recordings of the calls and now they will not let me leave without paying an exit fee - currently £146.77....I cannot wait to leave Plusnet and will have to see out the remainder of my contract cos I feel giving them the exit fee is a slap in the face for me!! I will move when my contract is up and will not use Plusnet again or recommend them to anyone, what I have learnt from this is always take a full name of the person you are speaking to and write down the date & times of the conversation :(
Plusnet - We'll do you proud! what a load of b*llocks
- Location
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- Location
- newhaven
- Reviewing
- Plusnet
- Date
- 2018-01-17
- Comments
-
beware if pay by direct debit they put it up and deduct funds with no warning its only I keep check of bills and said contract come to end so no loyalty for customers staying just deduct larger amounts and customer service prob one of worse about unfortunately as actual product been ok ish , shame they try and rip people off as just get bad name instead of being honest with customers
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
-
I thought that I would write this some time after I left Plusnet to make it less biased. I had the unlimited fibre package plus phone with the mobile and anytime International add ons. Customer service is a pain - you get a message that you have a message and have to log in to your account to find out what it is. The second issue - we were moving home so I had 'booked' a slot for the broadband to be connected 4 days after we took ownership and a few days before we were actually going to move in. Unfortunately that didn't go to plan - once the phone was disconnected for the previous owner and swapped over to the us, we went back into the start of the queue for the broadband connection and received a new confirmed 'booking'. Um, why didn't you use the first 'confirmed booking' that we had made... A couple of weeks later when we finally got the service up and running, the Broadband was fine and no complaints there. The phone however is/was another matter entirely. Even with the package add-ons the phone costs were horrendous. My mistake for not looking at it in enough detail. I did a lot of checking on the broadband but not enough on the phone charges. We make calls to mobiles and internationally - Anytime 300 gives you 300 minutes but you have to hang up the call after 30 minutes or you will get charged extortionate rates. So it works fine if you want to have a stop watch counting down your time whilst you're having a relaxing chat with friends and family... Calling mobiles or other numbers is also an expensive experience. After 3 months of trying to adjust our lifestyle around the high call charges I gave up and paid the £214 cancellation fees to exit the 18 month contract and moved to BT. BT are far from perfect, but I haven't had to remodel my life around ridiculous call charges. The switch has paid for the cost of the termination fees in less than 4 months. So for broadband, no issues to report for the 3 months I used them but steer well clear if you actually want to make use of your home phone.
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2020-03-09
- Comments
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Was more than happy with my plus net broadband from July 2019-February 2020... however I moved to a new address on 21st Feb and since then I’ve had endless problems.
I phoned up the week before I moved to inform plus net that I would want to continue their services at my new property... the man told me I would not have to pay any charges for moving etc if I upgraded to a more expensive package... I agreed and was told I’d receive an email containing the date an engineer would come to set up the new broadband at my new address...
Fast forward just under 2 weeks and still haven’t heard anything, so I call up to them be told that the man who took my phone call did not cancel my broadband at old address (so it was still up and running and I was being charged for it still despite me no longer living there) and that none of my services had been changed over to the new address or anything...also, that the broadband speed I was told I would receive at new address would be too slow to even run netflix.. so I can have a faster speed for free to accommodate the issue
So he tells me he will book me an engineer date for the 13th March which is another 2 weeks away... offered a reimbursement of what would be my first months bill - £29.99 and I accepted the 13th March
Now Monday 9th March I receive an email saying my engineer date will now be the 17th March - the following week from what it should be.
So I ring up plusnet explaining that I am not at home on Tuesdays and that I was confused why they had changed my original date of the 13th... apparently engineer availability had changed etc (not exactly anything to do with me yet I lose out)
Told I can have a £25.00 credit on my account fir data or by add one... both something I’m not interested in as I don’t use BT and I have unlimited data on my phone contract..
So now have the date of the 18th... if the date isn’t again changed by plus net... really not hopeful about the service I’ll continue to receive especially as I am still being charged for the services from my previous address
I have now had no WiFi services since the 21st of February and by the time is is up and running at my new address it will have been 5 weeks since telling them I was moving and 4 weeks since I had actually moved.
- Location
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- Location
- Peterlee
- Reviewing
- Plusnet
- Date
- 2023-01-15
- Comments
-
For the first 12 month of the contract it just kept dropping out. had to reconnect all the time. Last 6 month of the contract got better, but still dropping out. Never ever plusnet for me.
- Location
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- Location
- north of england
- Reviewing
- Plusnet
- Date
- 2023-04-06
- Comments
-
Contract scammers.
Everything's fine with the service, but they scam you on contracts. Once your term ends, they double your price. So you have to take a new contract. However, if you ever move, that contract locks you into hundreds of pounds in moving fees. So if you ever plan to move in the future, they will always have a couple hundred quid off you because you're always forced to remain in a contract that suscribes to that. Very scammy. I suspect they make more on cancellation and moving fees than they do on their service.
- Location
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- Location
- upholland
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Comments
-
Customer service is very slow. Even when they answer, the go away for ages on every point. Always the same excuse but never rectified. BB speed isn't their fault as we're a bit off the beaten track. Probably the best of a bad bunch!
- Location
-
- Location
- normanton
- Reviewing
- Plusnet
- Date
- 2020-08-27
- Comments
-
Just contacted Plus net regarding cancellation of my account due to pending move 11 Sept, both customer service reps both hell bent on informing me that it will cost £130 to close the account albeit I retained there services and signed up for a new contract. Surely they should only charge an administration fee and help retain customers, do not use them they are faceless and do not give a damn about any situation you are facing albeit I cannot share the reason why we are having to move but please please think twice before using Plusnet ............ ashamed that they can charge to old persons fees of this level.
- Location
-
- Location
- Bolton
- Reviewing
- Plusnet
- Date
- 2018-09-16
- Comments
-
I've been a customer for over a year people on the customer care line fantastic but the outreach engineer made me feel uncomfortable in my home with comments that made me frightened.
- Location
-
- Location
- Lincolnihire
- Reviewing
- Plusnet
- Date
- 2020-04-09
- Comments
-
Don't fall into the trap of paying a years line rental at a cheaper rate, it prevents you from changing packages midway through a contract.
- Location
-
- Location
- Kenilworth
- Reviewing
- Plusnet
- Date
- 2015-10-30
- Comments
-
Generally the broadband connection was okay, though with intermittent loss of service. However, when it came to disconnection on moving out of the house, the service was very poor and inefficient. Has put me off using Plusnet again.
- Location
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- Location
- KING'S LYNN
- Reviewing
- Plusnet
- Date
- 2022-10-25
- Comments
-
Throughout my contract Plusnet have been hit and miss. Once I went away for 3 days so turned my router off. When I returned my internet speed was so low I couldn't even browse the internet. They said they detected my router was off so slowed my speed down and I had to wait for engineer. So 4days with out internet.
Most recently though I have decided to change my provider and ever since they were told I was switching, my internet speeds have dropped again for the last 2 weeks of my contract!! Spoke to them twice first time they said they send an engineer out and sneakily send me a message to my account (no email or text) to say engineer detected no problem and the second time they said they would me back within an hour with a solution and you guessed correct no call back! Tempted not to pay them for the remainder of the contract but is it really worth the hassle for less than a five?!?!
- Location
-
- Location
- County durham
- Reviewing
- Plusnet
- Date
- 2018-01-27
- Comments
-
Customer service is a joke. Tried phoning and not got through yet. Takes an age to get through via chat.
They eventually answer twitter or Facebook.
Not like TV adverts....
- Location
-
- Location
- Halifax
- Reviewing
- Plusnet
- Date
- 2019-03-04
- Comments
-
Absolutely shocking, the past two months my mum has tried to pay Plusnet but everytime she goes too, theirs an error on their side. They said they would put a note on the system saying she had tried to pay them and not to cut her off. Well officially off today (4/03/19) we have no internet till Friday (8/03/19) because they decided to cut her off. Honestly don’t bother, just be wasting ur time otherwise!
- Location
-
- Location
- Hartlepool
- Reviewing
- Plusnet
- Date
- 2016-11-23
- Comments
-
Have had no email for 3 days. Cannot log on. Outgoing and in gone. Because of that the emails to get password back or whatever the problem not received. Phoning gives you a waiting time of 45 mins, this would infer to me that they have major problems. Already checking my contract duration but when it finished I'm definitely out of there. Customer service is crap.
- 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.