3,751 Customer Reviews over 94 pages
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- Location
- Bushey
- Reviewing
- Plusnet
- Date
- 2015-03-12
- Comments
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Absolutely appalled with their service. I joined plusnet in Nov 2013 and ahd no issues for about 8 months. After that, I have had issues after issues. This is the second line my phone has gone dead. The first time, they were able to fix it within a week. This time, they tell me they have no idea because it is an underground fault and they need to dig up..etc. and have to get permission which takes up a lot if time..etc. I have paid for my land line in advance, so they have taken my money but it has been over 2 weeks my land line is not working and they cannot tell me when it will be working. So, I have paid for a service I cannot use. Since Nov 2014 I have had broadband issues where it keeps going off at various times. Every time I called them, I had to wait for about 30-35 mins to speak to someone. Then I got told various things, promises that everything will be fixed but the issue was still there. The funniest thing is that every time I called, the person Is poke to apologised on behalf of his/her colleague for the misinformation they had previously given me!! What kind of company is this? What kind of training are they given where one colleague has to apologise for the other for the wrong information I was given. My land line is till not working; I made a formal complaint and the manager or whoever it was had the nerve to tell me that they cannot give me a guaranteed time of when my issue will be fixed and also cannot guarantee a fault free service!! I requested to be let off my contract but again was told that they cannot do that because the fault was not due to them!!I mean really??? Yes, they use BT services but that is not my problem. I am their customer and if they cannot provide a service then they are at fault. I am now stuck with this useless company. I regret using their services..stay away from PLUSNET!!!! Stick to virgin media or Sky!
- Location
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- Location
- Buxton
- Reviewing
- Plusnet
- Date
- 2016-08-29
- Location
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- Location
- Caernarfon
- Reviewing
- Plusnet
- Date
- 2018-06-27
- Comments
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I changed to plus-net 3 month ago after having 5 years trouble free withe another ISP. It was the worst thing I have ever don nothing but problems after problems, if you think of calling the support line you should set aside 2-3 hours, that's how long you will be on the phone and that's just waiting to get to talk to some one. Do your self a favour don't sing up with P/net. Get a divorce instead that's quicker and less stress.
- Location
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- Location
- Caerphilly
- Reviewing
- Plusnet
- Date
- 2018-07-28
- Comments
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Been with Plusnet for over 6 years only had minor issues with line dropouts which their customer support staff seen to very quickly. I have Fibre line which has a constant speed of 47mbs to 50mbs download with 7 Devices Connected. Never had a problem with customer support as they have always been polite and helpful.
- Location
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- Location
- Caerphilly
- Reviewing
- Plusnet
- Date
- 2018-07-10
- Comments
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Its just as bad as the post office now. I have taken it out before moving houses and asked if I will be charged a move fee and I was told I will not - then of course I was charged and they pretended to be so generous by putting it into my monthly payments instead of charging me at once! A lot by the way! The internet connection was extremely bad so we called to complain and they sent out an engineer to fix it. Apparently he did fix it but oh well all the issues continued. We just bought a house and had our wedding coming up so extremely busy and anyone who ever called plusnet support knows the phone call takes at least 1h, so we did not have time to deal with it. Got back after the wedding and holiday and the time comes to give them a call. 2 weeks ago been told new router is coming in within next few days after I explained that this problem has continued for past 6 months! 2 weeks gone past and no sign of router, no phone calls, nothing is happening. I rang them today, of course it took one hour. I have been told I cannot resign from contract because I AM CONNECTED - it doesn't matter I have speed below 16-18 even thought I should have at least 34, it doesn't matter it keeps disconnecting at least 10-15 each day and sometimes every bloody hour, it doesn't matter I have been waiting for nothing and paying for nothing! It doesn't matter I have to pay my mobile provider for extra data because when I am working I can't even use my bloody broadband!!! I have been reconnected again, waiting again, complaining again and again and again. Worst company ever. Do not sign contract with them EVER. I am waiting 8 weeks and going to ombudsman services before I loose my mind.
- Location
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- Location
- Caerphilly
- Reviewing
- Plusnet
- Date
- 2018-06-03
- Comments
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Felt I needed to add a review as after deciding to switch from Sky all the reviews were bad for plusnet and I was starting to think I had made a hugh mistake. However the change over went smoothly and on the date they had agreed, the new router arrived the day before also. When I plugged the router in was expecting problems but no everything worked 1st attempt. So what about speed of broadband? Well was getting 18mbs with Sky and now 21mbs with plusnet so a slight increase so all good. The WiFi on router is good can get it in all rooms but we are a bungalow. The only downside which might be due to the WiFi channel the router is on, is that if we put the microwave on it disrupts the WiFi for streaming. Have Googled and apparently WiFi and microwaves use the same frequency. So far plusnet have delivered everything they said they would and perhaps people only write a review for this kind of service when they have a problem.
- Location
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- Location
- Caldicot
- Reviewing
- Plusnet
- Date
- 2020-06-12
- Comments
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Pretty dire from PlusNet. Over the last 5 years, I've been with Sky, Virgin, Vodafone (Current) and PlusNet (Although PlusNet was in the wife's name). PlusNet has been by far the worst for speed, reliability and customer service.
Firstly PlusNet's retention model is the old 'once your contract is up we will double your price unless you sign a new contract with us or leave but if you leave you'll have to be on top of when your contract is up otherwise you'll end up paying a month or two of double cost'.
Secondly, their speed has been the worst. Perhaps that is down to their cheap and nasty router.
Thirdly when we had PlusNet we would have mini dropouts all the time and would lose connectivity for about a minute. This was really annoying!
Fourth, I found their customer service to be rude and reliant on having once come highest on some satisfaction survey at some point in the past.
Awful service and will never go back.
- Location
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- Location
- Calne
- Reviewing
- Plusnet
- Date
- 2017-12-25
- Comments
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DO NOT USE PLUSNET be clever unlike me and avoid this provider. First no internet for 3 weeks due to people not doing correct processes and sending out a router. Then I get 2 neither work...q..bt engineer 1 hour later it's working! For a few days. Consistent ongoing wireless error mostly not working when I ring no one cares just says it looks fine and they'll report it. Final straw Christmas day and kids have waited all year for xbox 1 s ..the result is crying a lot! Because Xboxes don't work without internet can't even watch a DVD. The best bit is now they've messed about so much I'm in contract up to my ears at a cost of £209 to leave. I'm broken
- Location
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- Location
- Calver
- Reviewing
- Plusnet
- Date
- 2017-06-21
- Location
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- Location
- Camb
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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First signed up the broadband was brilliant and soon after the broadband would drop out every day for hours for some reason at certain times I rang support and talked for 30 mins they said it was a problem with me I rang again they had me unscrew the socket in my wall and I rang a third time they said to change the broadband channel and after the many hours and pointless waste of time activities I had to go through nothing has resolved the issue in anyway DO NOT CHOOSE THIS PROVIDER
- Location
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- Location
- Camberley
- Reviewing
- Plusnet
- Date
- 2013-11-10
- Comments
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Speed was OK but when terminating contract, account was closed so couldn't access any invoicing details then got threatened with debt management agency because of unpaid monies. Disgusting !!!!!
- Location
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- Location
- Camborne
- Reviewing
- Plusnet
- Date
- 2020-05-08
- Comments
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Reported a problem with loss of internet. Had a reply and help immediately. Also emailed us advice if problem returned..First class Service as always ..
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-12-23
- Comments
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Their technical support team is manned by clowns. They find it funny when your internet isn't working and because you are not an account holder they are not going to do anything citing GDPR and laugh in your face.
Here is a situation. I work from home and rely on a stable connection. Our landlord (who is an account holder) is on holiday in Asia and has limited access to the phone plus the time differences. Neither he is able to do any troubleshooting from another continent.
I call these clowns and report a problem. They say they can see an issue on the line but not going to do anything since I am not an account holder as they can't share personal information due to GDPR.
I say that I am not interested in whatever personal information they cannot share. I say that I live at the address, have physical access to the router to do all the troubleshooting, can log in to the router's control panel, have a landline number, address, name of the account holder, etc. Just need it fixed.
They laugh in my face, refuse to transfer to a manager and say the manager will not call me back because I am no one.
I guess their main customers a people who don't share houses with anyone else or never go on holiday.
This is an absolute joke to not be able to resolve a problem that they see our line is having (and admitted to) by blindly referring to GDPR.
I DO NOT ASK FOR ANY PERSONAL INFORMATION I JUST HAVE PROBLEMS WITH INTERNET FOR 3 WEEKS STRAIGHT AND WANT THEM FIXED.
- Location
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- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-02-18
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-12-18
- Comments
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Stay away from this company. Their billing system is terrible and overcharge you all the time. I have been charged up to three times for the same service. After many calls and emails I got the money back but I would not recommend it at all
- 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
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-03-14
- Comments
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I placed an order for broadband more than one and a half months ago, and today they are telling me that the installation will be delayed even 2 weeks more. They have been playing with my patience by ensuring me that the service will be up and running on the next day or in the next week. This happened to me several times since I signed the contract. I have called many times to the support and the staff keep saying different reasons for the delay. Summary: If you don't want to be without phone/broadband for a couple of months with people constantly lying to you, don't go for PlusNet: Worst service ever.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-05-17
- Comments
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The worst company!! Have waited 10 days for them to provide a date to install a phone line each time I’ve chased them for a date they’ve said they’ll provide me with one the next day. Ended up cancelling my order with no apology from customer service just that it’s not their fault.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-08-16
- Comments
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Let's just say do not forget your password. Was treated like a child and told to write it in a book and get someone to help me as I had forgotten it due to stress. I had to say I am not a dementia sufferer. I am a new customer and not even up and running yet. Do have time to cancel the contract which I might do. Made to feel like an idiot.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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Poor customer service. Unable to get anyone on the phone. Chat agents incompetent. I only joined them for BT Sport. Once BT Sport becomes available elsewhere I will move away.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-01-29
- Comments
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Absolute dire customer service. Constant lengthy queues to get through to speak to anyone - promise of calls back from Manager - as they are never available (which don't happen) Calls not returned, instead receive emails (if lucky) which I am unable to reply to (as account closed). Would not recommend this company to anyone.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-01-29
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2016-02-22
- Comments
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I was lied to when taking out my product and would not have signed up had I known. Resulting in bills much higher than quoted when selling. However by the time you get the bill you are outside the leaving stage and are stuck with them. Also very hard to try and get an actual breakdown of your bill - this should NOT be difficult to find PlusNet! Appalling customer service if they EVER answer the phone. Website pages are also unavailable - I have currently been trying to pay my bill for 2 days as they NEVER answer the phone and the webpage to do this is unavailable. Learn from my mistake and do not join Plusnet.
- Location
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- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-09-27
- Comments
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Ok until something goes wrong! Their routers often don't last as long as their contracts. I have been through four. My option to get a new router was to sign up for another 18 mos. or pay £99. I had been a long term customer, but that doesn't seem to count for anything. 1/2 hour wait for customer services seems normal.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2022-04-25
- Comments
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I cannot believe that I changed from BT to Plusnet!
Do not believe any of the things they say on their website about how good their service is. I have joined Plusnet back in November 2021, since day one we have had problems. Everyday we would lose internet for about 15 minutes up to 5 times a day (mostly during working hours). We have asked a few times to fix it, each time they either said oh let us update your router, or sent an engineer. After the problem not being resolved I asked them to cancel my contract and eliminate the termination fee, however they are refusing to do so. they say each time you have reported a problem, we look at it as a new fault and we have 30 days to fix it, but each case is only open for 14 days, meaning if on the 15th day we have the same problem again, they oncemore have 30 days to fix the problem. This is company is a joke. I don’t even know why they are allowed to still run their business. Today they were supposed to send an engineer again. I took a day of and only after the time that the engineer was supposed to be here they called to say he can’t come! STAY AWAY FROM THIS COMPANY!!!!!
- Location
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- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-04-03
- Comments
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I moved from SKY (previously O2) to PlusNet on 7 March 2016 as wanted a phone/broadband package & Money Supermarket suggested a good deal.
What a mistake!
The 1st Router they said was duff (3 days internet connection down & lots of hours on phone to 2 teccies before replacement router arrived). After a few days, connection failed. Hours and hours yet again spent hanging on for up to 30 mins for phone to answer and teccy trying to sort problem in vain. Said replacement Router must be faulty, so they sent me a 3rd Router & guess what - after a few days broadband connection failed. Emailed CEO who passed to Customer Relations guy LL whom he'd "charged with sorting this out once and for all". LL twiddled remotely & said problem now permanently fixed. OH NO, connection failed again on 31 March and again today, 3 April (both sorted by me with paperclip reset).
LL keeps office hours so no-one to contact evenings or Sundays.
I may not like Murdoch, but at least Sky (and O2 before it) never once gave me a broadband problem.
I need broadband access for my work 24 hours a day and here am I, less than one month after moving to PlusNet and 3 Routers later, still without a dependable service.
Caveat emptor!
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-06-16
- Comments
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An abomination since their takeover by BT. Got a problem? You can't contact them on-line because the facility is perpetually down; & so they tell you to phone, while keeping you on call-waiting for an hour. This is supposed to be a broadband & telephony provider. Disgraceful.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2020-11-03
- Comments
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Abandon hope all you who enter here. Do not be deceived by the cheerful north-of-england vibe. The "Customer Service" I experienced was endless waiting on telephones, unanswered messages on their help system and (kind and apologetic) people in far flung places running through scripts that they and I knew had nothing to do with the problems I was experiencing. Avoid at all costs.
- Location
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- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-03-19
- Comments
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Moved phone & broadband on 7 March '16. 1st router duff. 2nd router required 3 calls for tech support to try to reset & finally said I needed yet a 3rd router!! Just set 3rd router up but had to use their 192 etc address on Safari to get a connection. As have had to do this before with 2 previous routers, not convinced will solve problem.
Also gobsmacked to learn after moving that PlusNet is not accessible on Firefox so can't get a connection on my Dell. Also that their support website cannot be downloaded to a Mac.
Having trusted the Martin Lewis site which recommended PlusNet, I made a very big mistake.
Buyer beware!!
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-07-11
- Comments
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Absolutely awful, was a customer for 3 years, 18 month contract,plusnet promised to reduce my monthly d/d. Never did, Continuous drop out losing signal.ment to be optic fibre, when complaining asked to buy another modem, which I did, the same problem, I payed well over what I should of done, again when complained , plusnet had no records suggesting of conversation after 18 months contract was up, still paying the same how convenient.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
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Absolutely poor service, I was meant to recieve my internet 1 week ago and they still haven't came, infact they cancelled it twice and still hasn't given me a date. Poor customer service and reliability. I would ask for my money back and cancel my contract but they have already took my deposit, plusnet is a professional bunch of thieves.
Warning to everyone!!! Don't choose plus net!!! Pay the extra money and go with someone better!
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2014-09-01
- Comments
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Dont do it!
My family and I have had real problems with plusnet in the past. So so lucky if you can get through to customer service within 30 mins. Do not look after customers once they have you in their hands. Just paying more than we should after year massive problems and two teenagers doing final exams with poor internet. Finally came out and checked system. Only decided we need fibre which has proved most expensive. Emails often not arriving at destinations.
Phone service - ouch. Suggested we had new phone number because of unwanted calls. Took advice to find they had given BT number which previously belonged to someone else but never told us this. We now have more unwanted calls than ever. Tried paying for these to stop with additional £4.00 month but this did not work. No apology from Plusnet blamed BT!!
Under no circumstances will I stay when the present year expires. Poor customer service and they do not look after existing customers.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2016-08-31
- Comments
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Once is enough.
I initially had problems with the broadband cutting out all the time. So it meant video calls in Skype would drop and I'd be logged off 5 min at a time. Plusnet technicians tried to blame me and my equipment, however I am an engineer, know what I'm doing, and swapped out everything with a spare - including the router and it made no difference. Eventually I moved house and got angry with them because my speed also dropped to around 1 to 1.5 mB, had plenty of droppouts and were still blaming me. Suddenly after a lengthy and angry exchange I went back up to around 6mB download with me not changing anything on my end and had far less dropouts.
This company are at it, they're a bunch of little liars not able to tell you the real reason why there is such instability and low quality of broadband - they keep piling customers onto the same nodes.
I CANNOT WAIT to get rid of plusnet and I'll go with anyone, even if it's more expensive, as long as it's not plusnet.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2024-02-23
- Comments
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Signed up for 2 years at 31.99. 2nd month was sent an email that my price is being increased by 2.53 per month.
Apparently they raise their prices every March on all contracts... so what is the point in me being in a contract with these muppets then?
It is in their terms and conditions - I read them after I got this email, but from a legal standpoint it's got to be dubious. They didn't point out that the price would change and if they had, I wouldn't have gone with them.
Definitely leaving them at the end of the contract. Unfortunately I have nearly 2 years to go.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2019-03-13
- Comments
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The People at Plusnet custermer service offered a very prompt and friendly service, when dealing with my complaint they looked into my problem in a very quick and friendly manner and they where really good at talking me through how to fix my problem, they also stayed with me on the phone and where very patient. Much appreciated⭐️⭐️⭐️⭐️⭐️! However, Sometimes your broadband speeds can be a bit slow sometimes. But, hey these guys things happen!
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2017-09-01
- Comments
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Helplines always busy, 15-30mins or more. The staff are always protecting their own backs. The accounts dept are useless. They are still better than some.
- Location
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- Location
- Cambrisgeshire
- Reviewing
- Plusnet
- Date
- 2017-09-29
- Comments
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Was with PlusNet for years. When I moved house I transferred and that's where the issues started.
I was getting drop-outs a few times a day - the router was connected but there was no Internet connection. I went round the houses many times with support, being told there wasn't an issue. Even had an engineer out who found nothing.
Eventually I'd had enough and asked to move with no exit penalty. PlusNet agreed but stated that the issue would likely remain with new provider.
I moved to Sky and guess what, the issue is completely gone. Faultless broadband for 3 month. No more lock ups.
It doesn't end there though. I had a domain registered with PlusNet that I ran my e-mail through. I arranged (and checked twice with different operators) that I could keep the domain and e-mail and be charged a couple of pounds a month. All was well for a couple of days after moving BB, but then got an e-mail from PlusNet saying my e-mail would be shut in 2 hours. On talking to them, they knew nothing about the arrangement I had made and could do nothing about it.
So, I lost my domain and my e-mail. Took ages transferring everything over to a new e-mail provider. Still don't know if I have caught everything.
Utter rubbish. Don't do it!
- Location
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- Location
- cambs
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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They used to be great!!!. What happened!!! 30 min call wait re broadband problem. Sent a link which I couldn't open. Finally got the link after 2 days wait and it was useless as I couldn't access the info as explained on a utube site. What do I do now ?
- Location
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- Location
- Cambs.
- Reviewing
- Plusnet
- Date
- 2017-06-22
- Comments
-
Increasingly unimpressed by Plusnet. Download speed round 6 MB/s. Upload, 0.5MB/s.
- Location
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- Location
- Camden town
- Reviewing
- Plusnet
- Date
- 2015-10-03
- Comments
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This is the worst broadband ever,when I got the broadband they said the speed willbe between 10-17mb but I'm getting 2-4 mb.when you call them about this they don't responde to you,after a hard try if you get in touch with them still you don't get your problem solved.I'm using this broadband for 3 months and honestly,I called them 9 times for slow connection or dropping connection.I can't even cancel this broadband because I've to pay £60 for fee.Plesse those of who just about to join this broadband,I personally,request you guys do not join this crap broadband,if you do then your gonna have to face the issues that you never thought of.
- 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.