3,751 Customer Reviews over 94 pages
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- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2023-02-10
- Comments
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Ok so I’ve been with plusnet for one year now, I’ve been a customer since mid 2021 and have recently just taken out a new 2 year deal, (huge mistake) firstly the reliability of the Wi-Fi in the first year was horrible, so bad, we had to by booster out of our own pocket as they would not upgrade to router free of charge, after we bought the booster the Wi-Fi was ok, not great but ok, the devices connected via Ethernet were very in and out for some reason, ( we have there top package that is available to us I should have mentioned this earlier), the initial price was £24.00 pounds per month but they put my price up about 3 pounds per month last march, even know I was told my price wouldn’t go up , like I said I’ve recently taken another contract out with them because of three reasons, 1. they offered me a 2 year contact at £22 pounds per month which was by far the cheapest I could find, 2. They gave me there top of the range router for free ( or so I thought) and 3. They assured me my price would not go up, which at the time was a great deal, the massive problem is however I was lied to in all three factors, the free router was free but I was never at any point told I had to pay the £8 pounds postage which the slyly just added to my last months bill with out any confirmation at all, the the real kick in the teeth was the the email I received today stating my bill is going up £3.77 per month from march after being repeatedly reassured my bill would not increase over the term of my mew contract, so obviously I was very annoyed so I phone to cancel only to be told I’ve had the new contract for 17 days and I must be cancelled within 14 days to cancel, speaking to this new guy on the phone basically he said the guy that sold me the contact has repeatedly lied to me to get me to sign a new contract but there’s nothing he can do as he was sacked last week, overall there customer service is very good and fast, but given the chance there staff will definitely lie to you to get a sale, they have done it to me on multiple occasions, if it wasn’t going to be £330 pounds to cancel the contract I would have done it today. CAN NOT RECOMMEND PLUSNET
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-01-15
- Comments
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Recently switched from BT to Plusnet to take advantage of considerable savings. Transfer and set up was very straightforward. An issue arose over vouchers that were supposed to come with the package. These did not arrive. I used their website to sort it out. Average response time for each query was about 30 hours. At one point I was told I would have to wait a week to receive a link in an email!! In the end, even this was a day late. Now sorted however. My main gripe is the thoroughly nasty router provided (technicolor TG582n). Its range is abysmal and unless I'm in the same room the signal strength drops off dramatically. In the same room signal strength is about 86%. In the next room this drops off by 20%. In my bedroom (about 15 metres away) the signal drops to virtually nothing. I will either have to accept staying in the lounge or buy my own router - ugh
- Location
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- Location
- Fawley
- Reviewing
- Plusnet
- Date
- 2018-02-10
- Comments
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Six phone calls to this company two agents promised everything got nothing,next got a very rude agent who called me a liar finally got a really helpful guy"Mentor" who listened to my problem dealt with it now awaiting the promised credits to my account think that wil be another story
- Location
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- Location
- west scotland
- Reviewing
- Plusnet
- Date
- 2017-02-27
- Comments
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We'll do you proud: not any more !
I've waited for over an hour today for an answer to my enquiry about the increase in my monthly bill.
telephone impossible; call waiting times in excess of 30 minutes.
Chat online: waited 50 minutes initially;lost the connection;tried again.
Eventually got through,then spent 35 minutes trying to understand the agent's answers.
The screen doesn't respond properly and it is all very frustrating.
No longer possible to raise a question,and no one answers the phone.
I've been a customer since 2007,and this is the worst I've known.
What is happening at Plusnet?
Why has the service deteriorated so much?
- Location
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- Location
- Ilkley
- Reviewing
- Plusnet
- Date
- 2017-08-03
- Comments
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Truly terrible customer service. Most staff are polite enough, but procedures are broken, communications poor and mistakes frequent.
- Location
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- Location
- Iver
- Reviewing
- Plusnet
- Date
- 2018-02-15
- Comments
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My broadband speed from Plusnet is adequate, but my experience of customer service not so. For almost four weeks (29th Dec to 26th Jan) I had NO broadband service, and while one operative assured me that a refund would be arranged, Plusnet has declined to arrange this. It's not the amount, but the offhand dismissal which offends me. Quite immoral. Now looking around for a more trustworthy provider....
- Location
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- Location
- Fenland Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-10-12
- Comments
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After having many provider I do feel thier the best, however things have slipped a little lately,with long time hanging on the phone over connectivity problems that do not come from my end. Sadly I pay thru the nose as my exchange isnt unlocked whatever that means, so no cheap deals for me.
My speed is dismal , but has improved over the last 18months to at least allow downloads of films but not while one does anything of importance on the PC .
18months ago I would have given a better review ,and their advisors are very polite and try in as much as their able to help ,we are not novices with software or hardware so can sort many of our problems , however on 11/10/14 the system went down totaly and the service status line just did not give out any information ,one had to ring the main line where a brief message told you they had a problem .
So to sum up better than most but could still go a way to improve .
- Location
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- Location
- Glastonbury
- Reviewing
- Plusnet
- Date
- 2019-06-19
- Comments
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Plusnet has really gone down hill it's time to up and leave for a new provider. I'd hoped that thier terrible service last year was just a blip but it's not. Called again today about another problem. Thier system is the cause of the errors according to their staff but nothing ever works as intended. Avoiding plusnet now going forward, such as shame they have gotten too big to be a good company and service has suffered as a result.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2016-12-18
- Comments
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customer service is poor
- Location
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- Location
- Brighton and Hove
- Reviewing
- Plusnet
- Date
- 2018-01-19
- Comments
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When it's working the speed has been pretty good and i haven't had as much trouble as with Virgin Media. However, customer service is really poor as they are frequently hard or impossible to contact - at times when I've been told there's a phone waiting time of 10-15 minutes I've been on hold for 30-45 minutes, the chat line is frequently too busy for further requests and even when I've raised a fault or complaint, there is no provision of a direct complaints line to follow up for updates, apart from to go via the very long hold process again.
Basically, if everything is working fine it's good, but as soon as there's an issue at all it's really frustrating.
- Location
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- Location
- solihull
- Reviewing
- Plusnet
- Date
- 2016-01-05
- Comments
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I joined plus net with a 12 month contract in August 2014 with a basic broadband conection as it was cheaper than the BT broadband I had up to then,as promised I did not notice any difference between BT & my new plus net service for the first three months but then it went down hill from then on with really slow speeds so my advice is stop away from plus net,I now with Virgin with speeds 10 times faster& don't forget plus net will charge you a £30 leaving fee even when you your not in contract,Avoid
- Location
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- Location
- nottingham
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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the worst customer service ever encountered hours on hold each time you call
- Location
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- Location
- South Devon
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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Joined Plusnet about 3 yrs ago when reviews were excellent however it has just gone from bad to worse. Very, very difficult to contact them often wait times exceed an hour - it really is a joke especially when you see how they market themselves with a caring attitude - they are having a laugh at our expence. Very difficult to get resolution for incorrect invoicing etc. Won't be staying after this contract ends as they certainly haven't done anything to remedy their pittiful service. DON'T USE THEM
- Location
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- Location
- LOANHEAD
- Reviewing
- Plusnet
- Date
- 2016-03-17
- Comments
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I have had an issue with the internet connection from the beginning, had 10 (TEN) Openreach engineers (another bunch of cowboys) and still the fault is there. We have demanded a new line like the last engineer said should be done but Plusnet dragging their feet and at this moment the connection is still dropping regular.
I have since began the process of closing down the accounts in my other properties once I find an alternative provider other than BT and Talk Talk
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2016-09-15
- Comments
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generally just about "OK".
However, impossible to resolve issues - always very long wait for online chat or phone contact and they won't communicate via email
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2018-05-16
- Comments
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Pricey after the initial contract and terrible customer service.
Originally I had Broadband and Phone for £19.99 a month. Over time the cost has crept up now to over £33 per month for the same product! Plusnet hide the prices rises by separating out the products after your initial contract - BB - £9.99 per month, Phone Features (free calls) - £7.00 per month, then Line Rental Saver - £16.45 per month - Total £33.44 from an initial £19.99 for the same product.
Also, customer service sucks. They're polite but when it comes down to eg a router issue, after 1 year, the router is "out of Warranty" meaning you have to buy a new one if it goes wrong. No free replacement. Have to ask just what am I paying £33 per month for? I can pay for a service I can't use because the provided equipment has gone wrong?
Also had a lot of reliability issues albeit it's been good for a while now.
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2022-06-18
- Comments
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literally don’t waste your time like no offence but it took a bloody week to set up, had to change all our dns settings because plus-net wants to be quirky and difficult and now i can’t watch a video without it loading every 2 minutes. absolutely obnoxious. not satisfied.
- Location
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- Location
- N.Somerset
- Reviewing
- Plusnet
- Date
- 2016-05-10
- Comments
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Switched over from BT ten months ago after repeatedly being on the receiving end of abysmal customer service. Started off fantastic, lots of communication about connection, router delivery, billing.and account info. Connected phone and Internet when they promised too. Speed was a bit slow to start with and then warmed up. Within a few weeks there were problems with BTs line and our Internet went down for maintenance. This happened a few times over a few weeks and never really improved. Speed is mediocre at best and drops continually. As a mum to little ones I can confirm reliability is absolutely shocking around the clock (even when I would assume most of the country is asleep!) Web browsing interrupted frequently during the day and We regularly have problems watching catch up TV, bb isn't fit for purpose. Called to complain, you have to jump through hoops to be taken seriously with long list of self checks and fixes to perform including removing parts of the socket and changing the channel /frequency on router. Even customer service guy said the router want amazing, but ultimately blamed slow speed and reliability issues on too many people nearby with wifi on same channel! Gave up after that! Positives are price, UK call centre that doesn't continually transfer you, ease of getting through online and account management. That said, perhaps not unsurprisingly, we will not be renewing!
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2016-10-20
- Comments
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I have only been with plusnet two months and my broad band speed has gone from 6-7Mbts and reliable to 4.4Mbts and now drops out when watching even standard res video. I have also got a problem where when evrything else works I cannot receive incoming phone calls where callers get the message the number is not recognised but I can ring out and my number is visible correctly to the recipient. they seem unable to rectify this and want me to loose time of work when it is clearly a fault with the exchange. the staff I have dealt with appear to have no knowledge what they are talking about and they are very difficult to contact by phone and unhelpful online. Like many others I regret joining them.
- Location
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- Location
- LEOMINSTER
- Reviewing
- Plusnet
- Date
- 2018-02-25
- Comments
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The internet service is fairly reasonable, with some slow connections and more annoyingly, no connection at all every month or so which entails me having to turn the router on and off - something that never happened with the BT router I had previously.
However the customer technical service is appalling. Twice I have had problems with a) my printer and b) no connection even after turning the router off and on. Both times the Plusnet assistant was trying, unsuccessfully, to help but then the line went dead. I get the impression that after an allocated time, the call is cut off if the problem is not resolved. Both times I sorted out the issues, and I am no techno geek, so I would have expected the Plusnet (knowledgeable??) assistant to have been able to do the same. The second problem was definitely internet related (concerning my IP connections) and not a device problem, which seems to be their get-out if they can't help - blaming the device and not the internet service. Technical support definitely needs improvement.
- Location
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- Location
- Newcastle under Lyme
- Reviewing
- Plusnet
- Date
- 2017-07-21
- Comments
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Truly awful service from PlusNet in July 2017. Phone & BB service at our new house came on as ordered on the expected date. It worked fine for ~2 weeks. Then the line (phone and BB) went dead. We have been calling their customer service for 1.5 weeks now (regular wait time for an agent is 20-30mins) and although the phone was reactivated within 4 days, they have still not been able to reconnect our BB. It seems that Plusnet had recorded that an engineer was needed to connect our service (not true – everything was working fine from the initiation date). Therefore, when the ‘engineer visit ticket date’ expired, they just cut off the service. No warning or rational explanation. And they refuse to switch it back on until we have been without internet for almost 2 weeks.
- Location
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- Location
- Churnetside
- Reviewing
- Plusnet
- Date
- 2017-01-31
- Comments
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Have been with Plusnet 7years. Pretty good till 12 months ago when I took a twelve month contract out, all downhill since then. A period of internet dropping off,bought a new router to no avail, then unable to log on to emails for days at a time, still an ongoing problem. All customer services could say was " what do you expect when we take a lot of new customers on".Will be changing supplier soon !
- Location
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- Location
- high wycombe
- Reviewing
- Plusnet
- Date
- 2021-01-27
- Comments
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I took out a broadband account with the promotion (£60 cashback), when i didnt receive this money i chased plusnet several times, only to be told i didnt apply for this promotion, and there was nothing that can be done. what an absolute con
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-04-11
- Comments
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I have just finished my first year with PlusNet and the broadband speed and reliability has been good.
However, the problems started once my discount ran out after 12 months and my bill was hiked up, I spoke to them on multiple occasions to try and agree a reduced price for signing up to a new contract, but had 2 issues with them.
Firstly, I was on hold for at least 20 minutes before I could speak to anyone every time I tried to phone them (sometimes it was even substantially longer than that!)
Secondly, the only thing they would offer me was a couple of quid off a month if I signed up to a new 24 month contract. But this was still £10 more a month that what they would be offering me if I was joining as a new customer and would only have to sign a 12 month contract. As a result, I switched to a new provider.
So in summary, if you have no need to have to contact them then the first year is hassle free and reasonable cheap, however if you do need to contract them then make sure you have at least the next hour free before trying.. Then after the first year they’ll just rip you off!!
- Location
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- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2019-03-05
- Comments
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They have been sending me account warning messages for months, but they're all wrong. They tell me there's a well known problem with their accounting software and so I just have to live with the fact that they can't bill me correctly. Plusnet have never been in touch to tell me there's a known problem or when it'll get fixed. I'm shocked at the way they're handling this problem, and I'll never use them again.
- Location
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- Location
- East Kent
- Reviewing
- Plusnet
- Date
- 2016-10-12
- Comments
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customer service is now a joke, don't bother unless you've gpt a spare hour or 2 to waste hanging on the line for someone to answer. The old "raise a ticket" system was so much easier.
- Location
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- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
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I've been with PlusNet for nearly two years and am about to cancel. Initially service was good and access to telephone support was generally prompt. Just recently I've been getting repeated issues with emails being rejected by PlusNet portal (i.e. the emails don't ever get sent - they're not rejected by the recipient mail server). Trying to contact telephone support has become more and more tedious - long waits for their call centre to respond and, thus far, no resolution.
I have two accounts with PlusNet, both of which are business accounts - and one of the reasons for paying more for business accounts was to get better service ... which no longer seems to be the case.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2023-07-03
- Comments
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The customer service is the worst I've ever experienced. Each time I've phoned I receive contradictory information and I'm always promised I'll be phoned back to which never happens. Useless
- Location
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- Location
- Russell
- Reviewing
- Plusnet
- Date
- 2016-02-10
- Comments
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It is not good because it is extremely slow
Costumer service is good because they treat you well
Broadband speed is rubbish because it NEVER woke's and it is VERY SLOW
The reliability is ok because it sometimes stop working
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2020-01-03
- Comments
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Broadband speed & reliability is good but that's where it stops with Plusnet. Their customer service & retention are utter rubbish. They don't care about keeping customers or looking after vulnerable customers at all. When you phone up the advisors don't really care & speak to you like you are stupid. Avoid as you'll need to speak with them a lot.
- Location
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- Location
- Neston
- Reviewing
- Plusnet
- Date
- 2017-06-14
- Comments
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Signed up with Plusnet for 12 months. It has been a nightmare . Speed poor . Internet keeps going off at will.
Totally unreliable service . On the phone for hours to Customer Service . Definitely not fit for purpose I will cancel contract as soon as 12 month contract date nears.
Bitterly disappointed.
- Location
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- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2016-01-20
- Comments
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We had an agreement with Plusnet for our phone and Fibre broadband to move to our new house on 15th January. I waited in for the engineer but no-one turned up. I called and was told that plusnet had not ordered the internet from BT and I could only get ADSL at the new house - did I want that instead? I had to push the point and get them to look harder to see if we could get fibre. We are only moving 2 doors away and the wire goes to the same box as our previous fibre. In the end they agreed that I could have fibre. Internet was not ordered by plusnet until 19th as they had to wait for 'tags to be updated'. I had been told that installation was usually within 5 days of the order, depending on BT engineer availability, but was in fact often quicker. So would I expect installation by the 26th perhaps at the latest? No, in fact the latest is that it won't be installed until the 9th February at the latest. It is not Plusnet's fault of course and that is a running theme in every complaint I have read about them - they do not take any responsibility for their own mistakes or make any effort to rectify problems for their customers. The advertised promises about their customer service are rubbish!
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2022-02-09
- Comments
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Gone from 5* to 2* from my opinion.
To be honest they have gone from being ace to just bellow average. I will leave at the end of my current contract - I would have done so already but couldn't because of personal reasons. They have just become one of the average crowd of suppliers.
My recommendation would be to avoid.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2016-04-12
- Comments
-
Do not believe their publicity. It is total nonsense. Hold on the phone on an hour to get through to someone who is not an expert and cannot solve your problem.
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
-
Ok, start with what was good, an 18 month contract which until 15 months in had been pretty good, occasional drop out but for a few minutes at a time. Then it went wrong, I'm a technical sort of fella so could work it out was the router from the start and I told Plusnet that was the issue, fair enough they still have to go through the motions so four days after reporting the fault an Openreach engineer came out confirmed it was the router. I called Plusnet who wanted a £100 to replace the router unless I extended the contract term and then I could get it at a reduced rate. 2 months left on the contract and they could not see beyond the £100, if they had have replaced it I would have stayed with them but they didn't care. I never received an apology for the fault or any attempt from Plusnet to contact me to retain my business, when it worked it was fine but when it broke they couldn't give a monkeys, I'll never use them again and would never recommend them.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-28
- Comments
-
Pretty dreadful customer service for a company that seems to pride itself in doing its customers "proud". Very long waits every time to contact them (45 mins - 1hr) and then pushy staff. Been with them 2 years and trying to move house but turns out is massively expensive unless we sign up for another 2 year contract (which we dont want) and if we leave they say it'll be 30 pounds to cancel our contract even though we've seen out our 12 month term. Broadband service was decent but not exactly blazing fast. If you want to be treated with any respect as a customer then go elsewhere.
- Location
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- Location
- WAKEFIELD
- Reviewing
- Plusnet
- Date
- 2016-12-23
- Comments
-
I have 30 days rolling contract with Life Mobile( now Plusnet). I lost my mobile last Friday . I phoned them to block outgoing calls and send me a replacement SIM which I received 2 days ago and I rang Pulsenet to reactivate the SIM. It is third day and still the reactivation has not taken place. Yesterday morning when I rang about 9am, I was advised that it will at most take 2 hours. In late afternoon when I rang again for third time I was told my another adviser that she could not tell how long will it take- hours , days!! That is really very worrying and stressful. I am without a phone and can't receive any urgent important personal or business calls. If I knew then I would have ported the number to other providers. This is really very poor unacceptable service. Dr Khan Wakefield.
- Location
-
- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2018-08-15
- Comments
-
Changeover day and they have forgotten to send the router! Basic, but unforgivable error given how much we rely on the internet and was expecting a seamless switch.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-12-22
- Comments
-
Been with them for the first 18months, after which contract ended and i was informed but instead they went into my account to charge almost double what i was paying before contract ended.
Took me almost 2hrs to get through to them and one customer service agent said the price changed because old contract finish and it automatically got renewed at new rate, but after arguing this he decided the renew the contract at a higher rate than what i was paying but i agreed because it was just few quids difference and cant be bothered changing provider.
But to my greater surprise plusnet started charging me much more than what was agreed and when i tried calling them, they ask me to pay the bill and they will refund the difference.
I totally disagree to this and got frustrated and told them to terminate the contract as i believe they have lied to me about the product price.
Few weeks later, plusnet sending me bill over £200 pounds for early termination. Are they actually serious after a member of staff at plusnet called the bogus bill i was sent a mistake rather than a breach of contract.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2017-08-09
- Comments
-
An unbelievably awful company to be with. They first got the tried to connect me a month after I had informed them on my move. Hardly any zoology. 6 weeks in total to finally get my broadband. Now after having broadband for 2 weeks I have just been told the reason my Internet didn't work because for a reason unknown to them it has been ceased. I would love to leave plusnet but have been told after all the nightmares I gave had with them that I would have to pay off the rest of my contract and pay a leaving charge. Disgusting.
- 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.