3,751 Customer Reviews over 94 pages
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- Location
- St. Leonards-on-Sea
- Reviewing
- Plusnet
- Date
- 2019-01-20
- Comments
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Slows down morning and evening to the point that i resorted to my mobile network
- Location
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- Location
- Croydon
- Reviewing
- Plusnet
- Date
- 2016-06-26
- Comments
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Customer service was one of the reason I chose plusnet. However I will be leaving them at my earliest opportunity. Every month there is a problem with the billing on my account. Every month I am forced to contact them to correct it and get a refund. Every month they tell me the problem has been fixed but it never is.
I didn't sign up with them to have continuous problems.
Overall I am very disappointed and would NOT RECOMMEND them.
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2015-08-06
- Comments
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When plus net is up and running it is reliable internet. However I have had a multitude of issues with them. I paid for fibre optic broadband and after 6 weeks the correct wall connection was installed. For a week I had wonderful fibre optic. The service then cut off. Plus net then told me fibre optic was unavailable in my area. I assured them it was and I had been using it, but they told me I was incorrect and then said I would have to have normal Internet. This then took an additional six weeks to be set up. The problem (told to me by the open reach man) was that I had been connected for fibre optic and so the wires had to be moved about on the street box back to normal broadband. So I could have had fibre optic all along. But I gave up on that in want of an easier life.
Months later I am moving house. I called to move the address and spent one whole hour on hold to speak to an advisor. When I got through I was told the associates who can help you move address only work until 8pm and there was nothing they could do. So I now have to call and be on hold another hour to move address. I am not exaggerating on hold times. They have the worst customer service I have ever experienced for broadband. I completely regret leaving EE. Don't go with them unless you know you won't be moving or requiring support with your broadband in any way at all!
- Location
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- 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
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2016-10-13
- Comments
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We decided to go with Plusnet 4 years ago when we moved in to a new house. Big regret. We were without phone and broadband for 2 months. Now we are trying to move the service to a new house. I've been on hold in excess of 25 minutes every single time I've had cause to call up to chase the move and provide updates. They say they'll updtae you within 48 hours by text and email and nothing happens. Then you end up back on hold forever trying to get yet another update. I can't wait until we can move to another supplier in February - one with better customer service. Many months ago you used to be able to get hold of them at customer service but the service gets worse as the time has gone on. Don't go with Plusnet - they're almost as bad as TalkTalk.
- Location
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- Location
- Fife
- Reviewing
- Plusnet
- Date
- 2020-08-28
- Comments
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Appalling customer service. Every time I called them it took over an hour to speak to someone. No help in the most part. They said they would sign up for the automated compensation scheme but didn't join after all. Must have decided that it would cheaper just to rip their customers off. Don't use.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2015-07-15
- Comments
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I signed up to Plusnet a month ago. They screwed up the landline transfer with BT unplugging my line from th cabinet a week prior to handover. The broadband went ok once I got BT to plug the line back in. Now Plusnet have sent me an email about my first direct debit - charging me twice for landline. Apparently they can't correct it until it's gone through... yeah, right. Will I ever get my money back?! I would NOT recommend this company, they are about as efficient as their parent company BT.
- Location
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- Location
- Berkshire
- Reviewing
- Plusnet
- Date
- 2017-02-09
- Comments
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The initial contract was acceptable despite the router being feeble. At the end of the first contract the fee was increased by 80% with no warning.
I left immediately
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2016-06-14
- Comments
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My broadband has been ok on balance, but not the phone. I moved house and managed to keep the same number (so far so good) but now the line is installed I have no dial tone, only patchy broadband / wifi. Been waiting over a week. No response from customer support. I have "raised a question" on their site, phoned and waited 30 mins several times, and used online chat (which also has a 15-30 minute wait time!). To be fair at the previous address it worked fine for 3 years, but whenever I had to call (e.g. to arrange house move, change billing etc) it was a slow and painful experience. I would not recommend them. Their blurb about honest northern values just gets my heckles up now.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2024-01-11
- Comments
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Rubbish customer services Just had what can be described as a ri off price increase. So rang them to tell them to stick they product, Instantly the staff member offered my a monthly cost just lower than, my current price they planned to almost double. He cancelled my DDM so he could set up a new 12month contract. What did I get today an email from plus a text message threatening to restrict my broadband service unless the rip of monthly cost was paid. Still what can yo expect from a division of BT, strange how they keep quite about that though but the engineer let the cat out of the bag when they had to come out to correct a router and socket fault. Avoid like the palgue they are BT even the same standard BT routers with a Plusnet sticker on them
- Location
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- Location
- Exmouth devon
- Reviewing
- Plusnet
- Date
- 2015-12-20
- Comments
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My elderly parents have no phone line thanks to a little known company called supply network services LLP transferring the phone away from plusnet. Emails apparently from plusnet were sent to my dad, saying ' sorry you are thinking of leaving'.My dad had no intention of leaving and phoned plusnet to say so. He was told not to worry. Plusnet went ahead and made the transfer to this little known communications company. It's taken two days to get minimal information from plusnet and their so called customer service is beyond a joke. They cannot reinstate the phone until January 7th. By then they will have been without a landline for about two weeks, right over the Christmas period. From reading the reviews from other customers I can see that this will be likely. I will be encouraging my dad to go to another service provider, will be making a formal complaint, will seek compensation and warn anyone off Plusnet. You are a disgrace Plusnet.
- Location
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- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2017-08-05
- Comments
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Their customer service used to be the best, it is now very slow. When you get to speak to someone they are usually helpful.
- Location
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- Location
- MARYPORT
- Reviewing
- Plusnet
- Date
- 2019-10-01
- Comments
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Customer service and contractual information are totally dire. Completely obscure. Took several phone calls to figure out why money was taken and not refunded as customer services originally said so.
Avoid like the plague. It's British telecon in disguise.
- Location
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- Location
- Thirsk
- Reviewing
- Plusnet
- Date
- 2020-01-03
- Comments
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Been with Plusnet for almost 18 months and was about to renew contract for about £30.00 including anytime calls, but was told this deal was for new customers and I would have to pay an extra £10.00 per month extra. Customer loyalty doesn't matter with them.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2023-11-20
- Comments
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Incompetent staff who like to leave you in the dark, I made a complaint about some issues I had. I was told an investigation was going to take place and that I would hear back. Obviously I’ve heard nothing back until a debt collections letter come through my door for £20. No phone calls or emails about owed money, straight to a third party company. Of course all they care about is money and not customer satisfaction.
- Location
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- Location
- Thatcham
- Reviewing
- Plusnet
- Date
- 2016-11-11
- Comments
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My problem with Plusnet is that they have been taken 2 amounts out of my account for over a year now since I changed to fibre optic they admit to this and say they will give me a refund but up to date this has not happened and they are still taking two amounts out of my account I have had numerous waits on phone line and promises but nothing happens and it is still getting taken from my account. I was originally a Vodafone customer and then they sold out to Plusnet originally customer service was good and for a 70 year old lady this was what I liked about them but since changing to fibre optic the whole thing has gone pear shaped. I cant wait until my contract is up to get out. Did I read that they charge you for this surely not. Is this legal to be taking money they are not entitled to from me.
- Location
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- Location
- Port Talbot
- Reviewing
- Plusnet
- Date
- 2016-03-29
- Comments
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The actual broadband is fine, Bt deal with that anyway. The real problem with this company is everything else. Rude and argumentative reps, incompetent billing, the adding of charges for problems THEY create to increase revenue. Truly not a good company AVOID
- Location
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- Location
- England, South East
- Reviewing
- Plusnet
- Date
- 2019-06-15
- Comments
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Been with Plusnet for many years now on their top tier package but have noticed a gradual decline in the level of customer service.
The final straw came when recently I contacted them to report an issue that I was having sending emails. The agent immediately dismissed my problem, was unwilling to engage a member of the email technical team, was very impolite - and then closed the chat! This is despite the fact I explained that Plusnet accidentally put a block on my sending emails previously so there was already a history of poor technical service.
It's sad to see, what used to be a quality service provider, erode their customer service but I for one will now be moving away from Plusnet.
- Location
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- Location
- leeds
- Reviewing
- Plusnet
- Date
- 2021-08-03
- Comments
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engineervisited 02/08/2021. tried to connect 03/08/2021 no go. Phoned them and was told it should be live anytime upto 12pm 04/08/2021, we were not told this until I phoned them. Would I recommed them.....no!!
- Location
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- Location
- Worksop Notts
- Reviewing
- Plusnet
- Date
- 2020-12-15
- Comments
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Beenon the phone over an hour. Passed to different departments . Final call nobody answers. Trying to connect smart tv to internet not happy.
- Location
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- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2015-08-09
- Comments
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Loss of broadband daily. Suspect it's the router that Plusnet supplies.
Broadband speed was as advertised - so no grumbles, there.
When I cancelled, the guy I spoke with was dismissive and snotty.
Absolutely NO CHANCE of me going back to Plusnet, and don't recommend them.
- Location
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- Location
- Addlestone, Surrey
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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Worst customer service I have ever come across - they're even worse than Talk Talk which is saying something. From the very start of the 18 month contract they got the pricing wrong. When I went to renew the contarct as I was quoted one excellent price then that was supeceded by a lesser discount and at that stage I decided "enough is enough" but they continue to excel themselves in the stupidity stakes.
Now when I am leaving them they cannot decide whether I need a MAC code or not, with one advisor saying (on the phone and by e-mail that I do) and another stating by e-mail I don't and a third muppet saying they are both right! Honestly you couldn't make this nonsense up. Moving to the parent company BT very shortly and I'm sure Plusnet will mess the transfer up as they are absolutely useless and I won't be going back to them - AVOID LIKE THE PLAGUE.
- Location
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- Location
- west midlands
- Reviewing
- Plusnet
- Date
- 2019-06-04
- Comments
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customer services useless, we will call back in 1 hour no call back!!!!
- Location
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- Location
- Bury St Edmunds, Suffolk
- Reviewing
- Plusnet
- Date
- 2015-10-07
- Comments
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Up until now Plusnet have been really good. The broadband was (and still is) fast enough, at least where I live, for two people to stream movies, browse the internet, etc. and the phone service was, well, a phone service. I also used to think the customer service was good, to the point that I'd actually recommended Plusnet to people. So far so good. But now they have changed the website... Want to email about leaving or renewing? You can't do that online... Want to raise an online query/ticket? Can't find how to do that either... So then you try and call them. You want to wait for 15-30 minutes these days then hey? But it's okay, because they then tell you that you can sort your problem out on the website. Phew... Wait, what?? So yeah, now that reasonably priced year's broadband and line rental has run out, I don't have the time to wait half an hour to try and get through to them on the phone, so now I'm being overcharged on a monthly basis... Thanks, Plusnet.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-03-23
- Comments
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Do not believe the spin they give you in the ads about great customer service - they are very poor. On several of the occasions where I had to contact them I was hanging on hold for half an hour - and not very helpful when I got through. Other nonsense included them telling me at the start I could get a new router at any time and then when I tried to do that they said no, it was for new customers only. Glad to have left them. Even TalkTalk is better than Plusnet, I'm afraid. Best avoided.
- Location
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- Location
- 4 The Stables, Knockomie, Forres, Moray
- Reviewing
- Plusnet
- Date
- 2017-12-22
- Comments
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My download speeds are ridiculously slow at 2MB/sec, this though is Usain Bolt when compared to my upload speed.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-09-13
- Comments
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Moved from talk talk regarding security issues but had trouble from day one with lack of correct billing and plus net failing to take payment but insisting it is not their problem. Speed is okay at best of times but regularly drops out or slows down to a crawl. Not satisfied with their service.
- Location
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- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2015-07-20
- Comments
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Been with plusnet on and off since the golden years of dial up. Since bt took them over the service has gone downhill. Never again
- Location
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- Location
- Hereford
- Reviewing
- Plusnet
- Date
- 2015-10-24
- Comments
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Always felt happy with Plusnet - decent reliability - good speed - good price.. until today when I tried to use their customer service for the first time. I've spent 25 minutes stuck in a call queue having spoken to an operator after 10mins who couldn't service my request and stuck me back in the queue!!! At least it's given me time to write this review while I wait... Shame, genuinely thought they were better than the other terrible BB providers.. guess not :(
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2019-04-26
- Comments
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Price increased by 1/3 rd with no warning.
Dreadful customer service so changed supplier. Still getting emails and calls suggesting we are still customers and owe them money.
Harrasment continues dispute numerous calls and email responses by me to give the dates the contract was cancelled and the date of our new contract with another company.
Please stay away from Plusnet and there fake adverts.
- Location
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- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2015-07-21
- Comments
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The wait times for support are always at least 15 to 30 minutes. Totally unacceptable. Router is as basic as you can get with limited range.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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I was a customer for three years. No problem with the service. I don't care about price. It worked, it wasn't outrageously expensive, fine. I was way outside of my contract term. I could have searched for cheaper providers. But I don't care about prices.
Then I'm moving home. I call them up and say that I'm moving so can you move the service to my new flat. Some guy, who I believe was Indian or Filipino, had a really hard time with the English language, says "Yes, we can transfer your service. Oh, but there's no phone line at your new property. That will be £65 to install. But we'll waive that if you sign a new contract."
I knew about this scam already. So I declined the offer. I don't want a new contract. Just continue the existing contract.
He said he can offer a lower price. So I humoured him. Maybe it's an amazing deal. It was £9/month or something. I don't even know how much I'm paying now. I don't care about the price. I just don't want a hassle.
Then he quickly says that it's a two year contract. I couldn't believe what I was hearing so asked him to repeat it. They were offering a two year contract. Or else you can continue with your existing rolling contract.
No broadband provider in the UK, including PlusNet, is offering two year contracts to new customers. Why would they try to lock an existing customer, who's been happily paying an inflated price for years, into a two year contract?
Total scumbags. And horrible business people. They lost a customer over this nonsense. A customer who does not care about the price.
Minutes later, I signed a 1 year contract with another provider for less than what I was paying Plusnet. And this isn't a scam introductory rate, it's just the normal rate.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2020-01-17
- Comments
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End of contract, and no reminder, so they made £17 more.
Would not price match other providers, so have switched to EE.
Customer loyalty , to them, is unimportant.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2016-11-12
- Comments
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Just too slow and never managed to sort the problem out with PlusNet. Waiting for contract to end to switch. Don't go for long contracts
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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I followed their instructions and sent a scanned copy of my mother's death certificate along with my contact details and offered to settle the balance on the account.
They ignored my contact details and sent a demand for payment by post to her empty house! When I found it I rang the number they gave and was given a twenty minute wait on the phone before some poor bloke received my customer feedback and took my payment.
He explained that they had received my email but some automated system had spotted that payment was late and forwarded the issue to a debt recovery agency. What kind of people choose to ignore my offer to pay and invoke debt recovery instead?
I found the whole experience thoughtless and insensitive.
- Location
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2016-02-25
- Comments
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I've been with Plusnet for 3 years, I signed a 2 year contract a year ago but they've now increased my line rental by £30 a year! Surely, a contract that states the line rental is £155.88/year for 2 years should be adhered to ? Yet, if I wish to cancel I have to pay £4.30 a month for the remainder of the contract. I really don't know how they get away with it. Seems the laws in the UK only work in favour of the supplier!!! Regarding Plusnet service - line speed's been good but customer service now is appalling. Typically 30 minutes wait to get through on the 'phone. Seems to me that broadband and 'phone users are getting ripped of in the UK.
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2016-08-31
- Comments
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i cancelled my broadband with plusnet because their customer service and also value for money was incredibly disappointing.
I paid cancellation charge and a month of non use. Only for plusnet to pass my mobile, address and email to a debt collection company. I have been getting emails, text messages, phone calls and letters for a debt I do not own. I am very angry. Awful company for them to do this.
- Location
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- Location
- North Ayrshire
- Reviewing
- Plusnet
- Date
- 2017-03-19
- Comments
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Great tech help. But once my contract was up the customer service and charges were terrible. Asked abut the massive hike in my charges, I was offered a £5 per month discount which was still £7 per month higher than EE, which I mentioned they told me to go with EE because that was the best I was going to get with them. So I hung up and went with EE.
- Location
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- Location
- North Lincolnshire
- Reviewing
- Plusnet
- Date
- 2017-08-16
- Comments
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I have read with interest other reports on here and I agree with some of the comments. During the first year with plus net I had no issues at all. NO drop out no problems. I live in a poor broad band area and I can only get 3M which is sufficient for my broadband needs. So I signed on for another 18 months. Biggest mistake ever. The customer service is absolutely appalling. If you try and call them you have to expect at least a 30 minute wait. I have called them twice in around 3 months as my broad band speed dropped down to below 3M. They had me un screwing the phone socket and all sorts of stupid things. In the end they did a line test and what a surprise there was a fault on the line. All good for about 3 months and then it all started again. Another 30 minute wait on the phone. Very helpful young man who said he would call me back. I am still waiting for that call. Absolutely dire customer service. I am considering stopping my direct debit and then see what happens.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2017-09-04
- Comments
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Do yourself a favour. Get an email address from, say, Google Mail, or Hot Mail, etc. Then you're not tied to a broadband provider and don't have to worry about changing your email address. Then you can leave PlusNet, with it's diabolical customer service for ever.
- 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.