3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-08-30
- Comments
-
Terrible service, both broadband & customer - promised the moon, but never delivered. Very slow internet speeds throughout the house.. on fibre!! I didn't think you could go wrong, but apparently you can
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-06-19
- Comments
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I have been using different broadband companys in the past 10 year,this one call Plusnet is absolute the worst ever company,waiting for half month until the installation date.stay home for the engineer from 8am-6pm. nobody turn up,call the customer service for 40 minutes,speak to a staff, simply tell you the engineer will not be here and also can not tell you when will the engineer come,no text no email nobody tell you anything,can not believe this is a uk company,avoid for your own safe.Top 1 rubbish.I would give 0 Star if I can.
- Location
-
- Location
- EDINBURGH
- Reviewing
- Plusnet
- Date
- 2016-06-13
- Comments
-
I have been using different broadband companies in the past 10 year, this one call Plusnet is absolutely the worst ever company, waiting for half month until the installation date. Stay home for the engineer from 8am-6pm. nobody turn up, call the customer service for 40 minutes, speak to a staff, simply tell you the engineer will not be here and also can not tell you when will the engineer come, no text no email nobody tell you anything, can not believe this is a UK company, avoid for your own safe. Unquestionable No 1 Rubbish Company.
- Location
-
- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2020-08-19
- Comments
-
Currently getting speeds of less than 1MB, bills messed up for last 2 months, no customer service of any kind available for several days now!
- Location
-
- Location
- Cannock Staffs
- Reviewing
- Plusnet
- Date
- 2016-01-12
- Comments
-
ATTENTION !!!!!
Ok good I got your attention, you don't know me but I am going to save you money and more importantly ' time and trouble'. Plusnet need to change their name to ' Lonestar ' or maybe ' Minusnet ' cos that's all they get on any review forum, no point in me whining on with my story of woe so I'll cut to the chase and it's this, here are the six true key points you need to know despite what the sales guy will tell you on the phone .......
1. They are NOT part of BT, they have no more influence or leverage over BT Openreach in resolving speed or line issues than any other ISP provider.
2. There IS and WILL be a charge if you wish to leave Plusnet when you discover they are just a bunch of spoon whittlers, I have 6 mths to go on a 18 mth contract and they want £95.00.
3. There IS and HAS been for the last 12 mths at least a 30-45 min wait if you need to phone them no matter what time of day you phone.
4. There is a better than evens chance that the engineer will not show on the day you were told by Plusnet. ( not BT's fault ).
5. The advertised speeds mean NOTHING, whether it's fibre OR superfast, it all depends on what comes out of BT's street corner green boxes and what goes underground, ask your neighbours if you want a true reflection of what your speed will be.
6. The router a Technicolour TG582N that Plusnet send you is old technology and is past it's sell by date, it barely achieves advertised fibre speeds, has just 3x 10/100 usable Ethernet ports, has no USB ports to network drives or printers, has basic router settings and is just plain uggly fuggly !
So, I know what you're thinking. " Should I sign up to Plusnet?" Well to tell you the truth in all the excitement of writing this review I kinda lost track of just how bad Plusnet really are. But seeing as how we live in the 21st century and not the 18th and other providers can give you a service that would blow your head clean off, you've gotta ask yourself one question: "Do I feel lucky?" ........ Well, do ya ?
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-07-04
- Comments
-
The worst provider ever. If you aren’t yet blocked in the nightmare of contract with them, stay away from plusnet. After more than two months the broadband is still rubbish, the signal is up and down and the speed of downloading is soo slow. Even though they sent me a email stating that my broadband was underperforming, they refused any possible solution I proposed. They told me they could send an engineer but I have to pay £65 for the call. I’m looking forward to the end of this 12 months contract and in the meantime I am giving the worst reviews wherever I can because it’s pure rubbish.
- Location
-
- Location
- Falkirk
- Reviewing
- Plusnet
- Date
- 2023-02-19
- Comments
-
extremely poor customer service, multiple open complaints they have ignored, multiple failed callbacks that were promised. My line went slow at 3am daily their agents advice "oh ot must be heavy usage"
- Location
-
- Location
- Isle of Mull
- Reviewing
- Plusnet
- Date
- 2017-07-30
- Comments
-
If you have any health issues with blood pressure, stress, heart etc DO NOT DEAL WITH PLUSSNET!!
You have been warned.
To get through to them on the phone tales AT LEAST an hour if your lucky.
Their advert portrayed them as a lovely company with customer focus but they are far from that,
We have written proof of our bill being halved only after telling them we are leaving only to find our next bill has INCREASED !!! Arrgh - I would love to get Their Chairman to try to make a call to customer service!!!
Again I strongly advise you through only bad experiences that you avoid Pluss Net at all costs.
- Location
-
- Location
- Southbourne
- Reviewing
- Plusnet
- Date
- 2019-02-14
- Comments
-
I think plusnet is brilliant. I have been with talk talk, BT and sky in the past and plusnet has been the most reliable service i have ever had.
You would think BT would beat all providers given its their phone lines, but Plusnet beats them hands down.
Well done!
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-03-27
- Comments
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I have had intermittent broadband service and poor phone reception for weeks. I have had three engineers round who cannot resolve the issue. All Plusnet do is to try and deflect the blame to Openreach. If Plusnet run their service using Openreach, then it is Plusnets responsibility to coordinate Openreach resources to fix the problem. Poor service.
- Location
-
- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2016-09-20
- Comments
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Have been with PlusNet since January 2007 - they were very good at that time. in the last 3 years or so they have begun the slide to TalkTalk status. They are abysmal I am looking for another supplier and will move asap.
Many on this iste feel the same. When I signed on with PlusNet WHICH placed them at the top of the satifaction charts. Where are they now?
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2020-07-21
- Comments
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Since lockdown connection has deteriorated dramatically. Network is unreliable and have to reboot several times in a day to connect. Have been in touch with support who tested connection and assured it was fast. I am working from home for NHS and finding it Very frustrating. Second attempt to contact support to resolve and nobody has been in touch
- Location
-
- Location
- devizes
- Reviewing
- Plusnet
- Date
- 2020-10-16
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-11-16
- Comments
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PlusNet has the most appalling service I have ever experienced in my life. It took months to get it up an running (they always blamed openreach for that) and made me waste an enormous amount of time dealing with their waiting time to take calls and their incompetence. Months later, after all the grief, they are now out of the blue trying to add installation costs (which I paid upfront). I was drawn to them by the Which? review
I would say, stay away from both!
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2016-11-14
- Comments
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Plusnet broadband was reasonably reliable but as soon as things go wrong, they are shocking. Customer services are dreadful. On the phone to them every day pretty much for the last 14 days as my internet is down. They keep saying they will ring back and don't so I have to keep ringing up and can be on hold each time for up to 40 minutes only to get another 'We'll ring you back tomorrow'. I would NOT recommend them under any circumstances.
- Location
-
- Location
- East London
- Reviewing
- Plusnet
- Date
- 2015-01-09
- Comments
-
I signed up to Plusnet a week ago. Within 1 hour my phone line had been reactivated and I was able to make calls (there had been a service with another provider approx 1 month ago, so the line did not require an engineer callout). Now 1 week later I received an email to say my broadband was live and I set up the router using the instructions. I just started using it and the speed is great.
Also I did call the Helpdesk this morning just to check when my broadband would become active and they had told me today, and seemed well informed and were very helpful.
So I am very pleased that I chose Plusnet. So far I would rate them 10/10.
The package I chose was unlimited broadband and free weekend and evening calls. Very happy customer.
- Location
-
- Location
- Consett
- Reviewing
- Plusnet
- Date
- 2021-06-15
- Comments
-
Astounded at the poor level of customer service received. Chat line went off before hardly starting,(after 3rd attempt) emails bounced back with "no reply", (without indications that they are no reply),inaccurate information on notes, inaccurate information given on phone. Frequent "lines busy" message leading to hours spent sorting out what should have been a very simple matter but was given the runaround. Website appaling,lots of "can't deal with this request at present", drop down boxes that give no choice so don't go anywhere. At a loss as to how they have the customer service awards they claim to have.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2017-01-05
- Comments
-
Stay clear !! Zero stars !! Non existent customer service (1 1/2 hour waiting time for your phone call to be answered, online chat crashing after queuing for 40 minutes, email answers taking days and returning ambiguous answers, company not interested in discussing the issue of no broadband for 3 weeks/ not even answering email questions regarding that matter), 40 gb speed even though the contract was signed for 50-70 and Plusnet not interested in sorting the problem out or lowering price per month due to much slower speed....Plusnet actually tried to charge extra fees repeatedly for various reasons.Very very poor service!...very poor...air of dishonesty all over!
- Location
-
- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2015-06-25
- Comments
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Broadband speed has got slower and slower, now averages .69 download speed. But I cannot contact PlusNet - 30 min wait on phone, online chat not available and no possibility to email them. It is intolerable.
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2017-05-11
- Comments
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This company is a total rip off.
I had trouble with my broadband and told them I would be leaving them, they reviewed the price I was paying and charged less if I signed up for a 18 month contract at that price and would then give me a free router to solve the broadband issue, I agreed.
3 month ago I had more issues, waited 4 weeks for it to be sorted.
Today I received an email saying the price I am paying is going up by £1.50 DISPITE MY 18 MONTH CONTRACT which has about 6 months to run. I just phoned up and asked what is going on, and they did not want to know, just said thats what we are doing to everyone, just as BT, Talk talk, are doing, I said I dont have a contract with them but with you.
The reply was curt and basically dont care attitude." I have cancelled your contract and you can leave when ever you want now without charge" what a rubbish company, do not honour their contracts but if I had wanted to leave they would have stuck it to me for £40.00 quid.
I have been with this company for !0 years or so, no loyalty what so ever. So they lied when they started my contract, which is going to generate an ombudsman complaint which will cost them money, a lot I
hope.
BE WARNED THEY WILL BE NICE AND SAY THIS AND THAT, ONCE THEY GET THE CONTRACT YOU WILL BE STUFFED..........
My name is Colin Leader, Leicester who is leaving this DISHONEST Company, I am responcible for this reveiw and wording and stand by every word.
Be Warned
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
-
Worst ISP ever my internet has not worked for over a year and minusnet will not sort the problems. The customer service is useless. The high level support don't care. AVOID this company at all costs and it may save you a fortune.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2021-08-29
- Comments
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So pleased to have left Plusnet. Had to put up with a noisy/whistling router for 18 months and broadband that kept dropping out numerous times a day. Approaching the end of contract, I received so many emails from Plusnet, each giving conflicting information. I called to give notice and how strange - suddenly my landline wouldn't receive incoming calls and Broadband connection was even worse! Since moving to new provider a few weeks ago - phone works fine, broadband never drops out and we have a lovely, quiet router.
- Location
-
- Location
- Evesham
- Reviewing
- Plusnet
- Date
- 2015-03-08
- Comments
-
Until recently we had not had cause to contact Plusnet technical support or customer service. Now we have, we fail to understand their claims for good customer service completely.
Sunday 11th January our internet just stopped working. All the normal processes were followed with the technical support team but it was necessary to call an engineer. 1/2 day lost from work , no engineer turned up despite having spoken twice since to the fault team and being advised to pass all new information we had to the engineer visiting Wednesday. When challenged Plusnet just said someone cancelled it at their end and they didn't really know why ! They shut the fault down after engineer 1 assuming it was fixed. 5 engineers, 5 lost days from work they decide it's REIN issue and despite everyone from the faults team to BT knowing it was a dusk to dawn issue, they sent the engineer at 1 pm. This was 4 weeks ago and they have sent 1 text and 1 email since. Having heard absolutely nothing, and suffering without broadband at key times ( after work in the evenings) for 8 weeks we decided to call and cancel our contract on grounds of non performance. Only to be told by the customer service team member that I was telling lies and that I had been getting service. He absolutely refused to take notice of what I was saying about the down times and refused to read their own records to verify this. Infuriating to say the least. Then I spoke again to technical only to find out that they had closed the fault case down again in 16th Feb. 3 times they have had process failures and they will not accept that they have issues!. They need to be on watchdog. We suggest everyone who has suffered from their rudeness and incompetence contacts Watchdog and the relevant ombudsman ASAP.
- Location
-
- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2016-02-26
- Comments
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Joined 26/1/16, was meant to have broadband as of 18/2/16 still waiting for the router. Phone customer services - 30 minute wait. Try to do chat online 10 customer queue then kicks you out.
Can't comment on speed as not got it
Customer service experience - Not a happy new customer. At the moment I want to cancel my contract as paying for a service I haven't got!!!
Only compensation offered so far was free P&P!!
- Location
-
- Location
- Runcorn
- Reviewing
- Plusnet
- Date
- 2018-01-12
- Comments
-
Misleading company. Offered 50 pounds giftcard for new customers Entered my postcode and after making sure i get the voucher. Guess what? Nothing. Liars. I checked comparetmkt and there website ald all gave me same answer that i am gonna receive the voucher. 50 pound loss. Would have been better off with sky. Next time i will make screebshots for proof.
- Location
-
- Location
- Marlborough, Wiltshire
- Reviewing
- Plusnet
- Date
- 2023-01-02
- Comments
-
Spend the money on a ‘big boy’, because this will consistently let you down…
Have been a customer for 6 unfortunate years. When previous contract expired, was given option to upgrade broadband capacity for a good rate - I should have known it was a lie. My WiFi is actually worse now than before. And customer service is non-existent! Really disappointing, bad value.
For example: I’m watching a film currently, and every 15 minutes the sound cuts out, then the screen freezes. I have to turn back a few minutes (if it will let me: otherwise exit and re-enter altogether), knowing it will happen again in a few minutes.
Not my problem if they regularly cannot meet the guaranteed MINIMUM speed we contracted.
Freeview is much more reliable; so if you can receive it - USE IT!!!
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Absolutely terrible company! Have lost count of how many times weve complained of slow broadband and most days NO broadband at all. All we do is get fobbed off by clueless people. Cheaper than most companies because all they provide you with is hassle and rubbish. Terrible company, terrible customer service, terrible broadband. Avoid at all costs.
- Location
-
- Location
- nottingham
- Reviewing
- Plusnet
- Date
- 2016-01-05
- Comments
-
cant really comment on speed or reliability as it rubbish almot a month now since ordered still no router lied to 3 times on the phone and lied to by letter, that say broadband would go live within 2 hours of phone 6 days later no broadband no router told router had been dispatched 3 times now, awful company,awful customer service and just to add this is a business account aswell!!!!
- Location
-
- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2019-03-22
- Comments
-
The broadband speed is rubbish in the morning at peak time - ie from 8am to 9.30am. The signal is extremely slow or non-existent, so apps like Alexa can't function and opening websites online takes forever. I never had this poor broadband speed with Sky and it had the same comparable speed. Landline phone works ok but what can go wrong with it? Also the downside is I have to pay extra if I want anytime day, evening and weekend calls. There's no offer of anything in between. When my contract runs out I definitely won't be staying with Plusnet and won't recommend them either.
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
-
Broadband is very poor constantly buffering on all devices and cits out constantly, not to mention they may be cheaper than others but the wifi is just terrible
- Location
-
- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2018-06-17
- Comments
-
The worst internet provider I have ever been with. originally I thought it might have just been downloading updates for the first week but to no surprise it is always unbelievably slow, it cuts out far too often than it should be getting to the point where it will disconnect every 5 minutes. This wouldn't be much of a problem for any normal household but it's the fact I spend so much time online wether it'd be Netflix,games or just on social media and it just keeps getting worse. We cannot even switch provider because ethe area we live in is apparently not within range of all the providers so it seems like we're stuck with this...
- Location
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- Location
- Stafford
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
-
My internet speed and connection has been really bad lately. For the past two days I have been getting less than 100kb/s I have no idea why, it is normally 2mb/s or above and my connection is better. I can still watch youtube and stream films in HD quality though. Over all I think Plusnet for me has been bad overall, at the moment I cant even talk or play with my friends online because of it and that is what I enjoy doing.
- Location
-
- Location
- preston
- Reviewing
- Plusnet
- Date
- 2022-11-14
- Comments
-
there just bad bad bad and ermmmmmm awful my 1st time with threm never again never had a bb issue in over a decade with any 1 else but these fools god damn awful constant drops every night knocks out any thing and everything they dont give a damn cannot believe these fool are still in busniess other than oh yes offering cheaper BB to join and it runs fine till a few wks after ya cooling off period ends funny that huh ? i was told by a mark its my microwave so best toss that out huh ??? they are a joke
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2014-10-14
- Comments
-
I can't comment on the quality of the broadband as I'm still waiting for things to be installed.
Do not order with Plusnet - so far we've spent over £40 on phone calls chasing them and taken three days holiday from work to wait at home for installation and we still haven't got things properly installed. I never really bother to post reviews like this, but the service has been so bad with Plusnet - and I'm so infuriated - that I'm posting this. What follows is boringly detailed, but I'm putting it here for the record:
Ordered fiber broadband on the 23rd August with installation date set for the 16th September. When the engineer came, we were told it was only to install the phone line and someone else would have to come to install the broadband - Plusnet did not explain this when we ordered.
I had already taken one day off work, and had to take another off on the 23rd September for the second visit. During the first visit, the engineer pointed out that our phone socket was not near a power outlet, but that would be fine as the engineer installing the broadband would be able to run a wire through and install a socket near a power point.
When the engineers arrived for the second visit, they said Plusnet had not ordered a "full installation" (Plusnet use BT engineers), so they did not have permission to move the phone socket and could only set up the broadband through the existing socket (which doesn't work as both the modem and wireless router need a power socket). Between all of this, we've had to make several calls to Plusnet, which has cost well over £40 (we couldn't use our land line as there is also a fault on that which Plusnet also haven't sorted out yet - and Plusnet don't do call backs, even though they're the ones who have messed up), with all the time waiting to get through to people.
Plusnet said they would expedite the order to ensure a BT engineer came to do the full installation, but the visit was then not arranged until today (14th October). This time, my girlfriend has had to take the day off (third day of annual leave taken from work just for installation of internet). The BT engineer has just arrived and told her that he doesn't have permission to move the phone socket as Plusnet have not ordered a "full installation" - which was the whole point of this visit happening. This has been a complete waste of our time and money, not to mention all of the holiday days we've had to use up just to stay at home for a job to not be done as promised on three occasions.
BT have blamed Plusnet and Plusnet have blamed BT. I don't care; we're Plusnet's customers and they should be sorting it out, regardless of where the blame lies. I have no idea what Plusnet plan to do next, but I'll be expecting a refund and more for all the money lost on phone calls and time taken off work on account of their incompetence and the inability of Plusnet and BT to work together - and if it's not sorted out very soon, I'll be cancelling altogether (the only thing stopping that - only just for now - is the pain it will be to have to start the whole process again with someone else).
- Location
-
- Location
- North Shields
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
-
Diabolical!! The worst broadband speed ever, or lack of. Have performed numerous speed checks on the speed, generally get download speed of 1 Mb and less on the upload, stops working on average 4 times a day and to be completely honest haven't had broadband for 2 days (4g is a godsend), have signed back up to sky whom we left because the broadband was kicking us out once or twice a week, plusnet are not interested in any problems as long as they get your money, please steer clear of this company they are a waste of time and money
- Location
-
- Location
- WGC
- Reviewing
- Plusnet
- Date
- 2018-05-06
- Comments
-
Plusnet service is non existent. I can’t use my internet at all! I have had a BT engineer tell me I need fibre to get any hope of using internet. I had been told by tech I could leave FOC if it’s proven that they cannot give me the service I’m paying for BT engineer confirmed that. Yet now when I say ok I want to leave then, Staff suddenly start being obstructive and saying they need proof I was told I could leave! why would I lie? It’s hassle for me to change providers! They said they will let me change to fibre but I don’t want to stay with Plusnet as they are not the cheapest fibre provider and frankly I don’t trust them anymore and I certainly don’t want to stay with a company that just stopped short of calling me a liar! I have made a complaint to OFCOM as I feel it’s so wrong to try to push another contract on a customer who wants to leave because of already poor service.
- Location
-
- Location
- Altrincham
- Reviewing
- Plusnet
- Date
- 2016-07-01
- Comments
-
Three weeks after service started and still no regular broadband. Really poor. AVOID
Promised a month's refund for little/no service and when I called to chase other services, they had no record of refund.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-09-19
- Comments
-
I have been without broadband for a month. It normally takes about 14-40 minutes to get through to their award winning service. When I get through the advisors keep placing orders with BT. They have done this 4 times now. Each time they say the service will be activated in about a week, but it has not been.
Clearly dopey people work there as why keep placing an order with BT if you know it does not get you anyway... trying calling them to explain there might be a problem? Just a thought.
Advisors promise to call and and don't. They fabricate notes on the system and say they tried to call back when they did not.
If I could give no stars I would.
They estimated 8.5-16mb on my line. I barely got 4mb. The phone line has a hum which they can't seem to fix.
Total nightmare experience.
- Location
-
- Location
- SW London
- Reviewing
- Plusnet
- Date
- 2016-12-09
- Comments
-
3 weeks after switching to Plusnet and 1 Openreach engineer visit later, and I am STILL stuck with a fraction of the speeds I should be getting. The issue has repeatedly acknowledged, but the competence is resolving it appears to be totally absent.
My only hope now is that I can wriggle out of the contract as they seem wholly unable to come anywhere to the promised speeds.
The wait times of 45+ mins on the phone, or for Live Chat sometimes more than 90 mins (and never less than 30 mins) are a particular delight, I must say.
Staff at the other end are friendly enough, but that doesn't help me if the one tasked Plusnet with, they are unable to deliver on.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-02-10
- 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.