3,751 Customer Reviews over 94 pages
-
- Location
- camden town
- Reviewing
- Plusnet
- Date
- 2015-12-24
- Comments
-
This is the worse broadband connection ever, when I first joined plusnet,I was told that I'll get upto 10-17 mb but I got 9mb. After about 2 weeks later the connection slowly started to get slower and it came upto 3-4mb.I called them and the connection got better but not for longer.I've got the same issue for several times.Now again I got the same issue. I've called the customer service and they said it will be fixed withing 3 days but now it's a week, there's nothing has happened. I called them again and now they are saying it will take more two weeks or even more than that to fix the issue. Not just that the connection will drop after few minutes of connecting to the internet. You'll only be able to use one device if you use any more than that believe or not you'll not gonna be able to use it at all. I am trying to cancel the contract but they are saying I'll be charged for this if I do so, honestly this will be the last time I am with plusnet, wish if I've searched more about them before actually joining them. This is worse mistake of my life.
They do not care about the customers at all, when you call them you'll be on hold for at least half an hour and then someone will pick up the call but you'll not gonna be able to fix your issue. If you start any issue that's it you live with the issue. As I mentioned before, after joinging them I had speed issue and as well as connection dropping issue but I am living with these issue. They might fix the issue but this will not last for long time. I'll request everyone who is planning to join plusnet do not jump before you actually know about them more, it may be hard to believe me but you'll find lots of other people who is discussing about the same issue. Go to youtube.com and you'll find out the hidden facts about THE plusnet.
- Location
-
- Location
- camden town
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
-
Plusnet is the worse broadband service provider that you will ever come across. The customer service is so worse, I've contacted them since 20/12/15 to 15/1/16, to get my fault fixed. I had issue with the telephone line which was making my speed slow and get the connection dropped every time. Now because the issue is on the broadband and also the telephone line, I was told to get refund soon after the issue is fixed. The issue is fixed now and they are lying about the telephone line issue.So they're offering me refund for full month of broadband and not for the linerental. There's many other things that plusnet does to its customers which you will not face it until you join them, let just say one of them.If you have any fault on your line it will take atleast two months to fix it and when you contact the customer service they will keep on give you the wrong information just to get rid of you.
- Location
-
- Location
- Cannock
- Reviewing
- Plusnet
- Date
- 2016-12-14
- Comments
-
Cracking service, had some teething faults but plusnet kept us well informed and sorted the problems asap.
Broadband speed is good, the main positive for us is reliability - it never drops out and never slows down
- Location
-
- Location
- Cannock
- Reviewing
- Plusnet
- Date
- 2018-07-29
- Comments
-
I switched from Sky due to a price increase with no notification. I subsequently got told by Sky they would have cancelled the increase to keep me. I joined Plusnet, We'll do you proud?. From day one the phone worked, day 2 I got internet but it dropped out constantly. Customer service did not know what to do and I spent 15 minutes at a time getting know where.I canceled and still got nothing then received 2 threat emails of handing my debt over to a debt collection agency via email.To use the service only one device can be used otherwise it freezes or is slower than dial up. I am frequently useing my own data to tether the family which is far faster and more reliable. Do yourself a favour and do not join Plusnet as you will regret it.There is nothing more to say.Dont do it.Sky was a superior service from day one,no need to call customer service etc just a strong reliable service for 2 years. I am now going through a dispute with Plusnet via Ofcom and making a complaint to the Advertising Standards Authority for their misleading advertising. They duped me plain and simple.
- Location
-
- Location
- Cannock
- Reviewing
- Plusnet
- Date
- 2022-05-26
- Comments
-
As a long serving Plusnet customer. I am suffering rolling service black outs every night at an ever increasing rate. After months of this Plusnet customer service did not want to know. I filed a complaint and I got a copy and paste scripted automated reply.
I wrote to the CEO of the company who did not reply but passed me onto another drone who has been worse than useless and continues to play games as to get me to go away, live with it or give up.
They are simply playing a game of attrition with me.
My internet speed is ever decreasing. I had an issue with there speed a few years back it was running as low as 1mb at key times of the day.
Due to these rolling blackouts I cannot take the risk of working from home and have to commute long distances just so I can perform my job.Costing me a lot more money.
After years of dealing with Plusnet you learn to live with inferior service and low expectations.
Over the years they have been rude, unhelpful and uncaring. The last time I was having rolling blackouts they would not do anything because they had a rate of something like 20 per month and I had 19.
My whole Plusnet experience has been a dog fight. Ever increasing prices and decreasing service.
You will not get any help from them. They hide behind there bureaucratic, cold, robotic anti people processes
After having many internet service providers I've got to say Plusnet is by far the worst
- Location
-
- Location
- Cannock Staffordshire
- Reviewing
- Plusnet
- Date
- 2018-11-16
- 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
- Canterbury
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
-
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
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2018-02-20
- 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
- Canterbury
- Reviewing
- Plusnet
- Date
- 2019-03-06
- Comments
-
I have had the worst experience with Plusnet please stay away from them and whatever you do do not make the initial payment because if you change your mind within the 14 day cooling off period they give you inaccurate information as to when you will receive a refund. First it’s within 7 days then when you don’t receive it and contact them they say it’s 48 hours and then when that does not happen you contact them again and get told they are sending a cheque within 14 days. WTF ridiculous.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2018-09-01
- Comments
-
We used Plusnet in our student house for two years. Be wary, we got a good deal to start but after 18 months the price rocketed. The speed was generally okay but unreliable and often dropped out several times a day.
The worst aspect was the service at cancellation. I was the account holder so the £34.98 total was taken from me every month. I called and cancelled the contract in June, paying the extortionate £30 cancellation fee on top of our final bill. The account was supposedly closed, but come July the monthly bill was taken from my account again. I called several times over the space of two weeks to rectify the issue and it took almost the entire month for the company to refund me.
Come August, the did it again. Once again I had to call and call, and finally sort a refund. That took 10 working days to get to me.
I was and still am shocked and appalled that the company billed me not once but twice after I had cancelled. Incredibly frustrating and the service from the team dealing with my issue was basically dreadful.
I would avoid plusnet, it turned out to be one big con.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2019-08-15
- Comments
-
Complete insanity and shocking incompetency.
Received an email out of the blue saying I’ve been charged £197 for up an front advanced payment for line rental yet I had done no such thing. (This came at a time when I was about to move house why would I pay line rental for 12 months up front? I also had no contact with plusnet for months before this incident so it’s not like they could even have misunderstood another product that I was ordering.) When I called to ask what was going on I was passed around 4 different departments each with a 25-30 minute hold between all of them. Every person I spoke to had a new story from saying I must have agreed to this payment, to saying I had probably agreed to auto-renewal of an existing policy (became obvious this wasn’t the case when they checked the dates of my existing policy). Eventually I came to someone who just asked if I would like to cancel the policy I have taken out, at which point I said I need to talk to someone higher up the chain. At which point Team Leader came on the phone after another 10 minutes on hold.
When I tried to explain everything he took issue with me using the word “incompetent” (bear in mind when I first called the operator simply hung up on me) Eventually he said he would pass it onto the billing department to find out what had happened and haven’t heard from them since. Well INCOMPETENT is the only word that could describe plusnet and if you think differently you must have such low standards of customer service that it actually begins to explain what’s been going on over there.
After three and a half hours on the phone to them I’m not any closer to understanding if I’m going to be charged £197 for a policy I didn’t take out or not. I’m dreading calling them again just to find out.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
-
To those who won't read this whole review, avoid like the plague!!!
To those who do want to read it, and I advise you do to realise why I say this, I shall begin.
I signed up for Plusnet Broadband on 2nd September 2015 after being reassured by a jolly sounding Yorkshire fellow that I will have my broadband installed within 10 days. Brilliant I thought, £2.50 per month (plus line rental) and I will be sorted. Obviously I am writing this today (29th September 2015), with no internet and not a single solitary toss given by the customer service team.
On 6th September I received a badly written text message informing me that there was a cease placed on the line, to which I realised that there was an existing Sky phone line on the property which I just moved into. I then had to wait until 16th September for that to be released. Besides taking 4 days to even bother with my order, this can be put down to Sky however.
Okay, I thought, I should be in business from that date. I spoke to a female from customer service (after waiting 40 minutes to get through), who assured me that the phone line will be installed within 24 hours and that my internet will also run. This was explicitly stated when I asked to confirm (Plusnet, check your recorded calls if you don't believe me!). I then hung up the call feeling vaguely satisfied. However, I immediately received a text message stating:
"As per our conversation, when the cease has completed on your landline on 16/09/2015 we will restart this it will take 24 working hours. Once complete we will then place your broadband order which will take a further 4 working days to complete. As discussed, you will not be charged the reconnection fee for this".
To make matters worse, the company also revealed that I will have to pay an extra fee to have the line fitted. This was later deleted in this conversation.
The broadband order was then confirmed to begin on 17th September, with my home phone number then arriving the next day.
On 25th, after inquiring and waiting over 45 minutes to get through to the customer service team, they finally admitted there was a problem with the order. No real problem was ever defined and I had several more phone calls after being promised date after date, with still no service to this day.
At this current point, they now promise a review on 1st October 2015, with no guarantee it will be sorted. This is despite receiving an email informing me that my service is active.
I will most likely cancel my order, and post this review as far across the internet as possible to make sure that you, a potential customer, do not fall for the terrible service provided by these amateurs.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-04-02
- Comments
-
If it was at all possible to give negative stars, I would give Plusnet minus 5 stars. The broadband is not only slow but redefines the word, frustrating. I am not exaggerating when I say that I cannot leave my room without the internet cutting off and needing to be reset and connected to about 10 times. Yes they're cheap but that is the only redeeming quality. Don't bother using Plusnet. You'll have a more pleasant experience repeatedly slamming your fingers in a door.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2016-12-14
- Location
-
- Location
- Canvey island essex
- Reviewing
- Plusnet
- Date
- 2018-11-27
- Comments
-
Customer service extremely slow took me over 50 minutes to get through heard a lot of rubbish music to keep me amused!! The router came quickly but I was not told that I needed to phone and activate so when my old supplier finished I have been left approximately 7 days without anything. I explained a difficult situation regarding someone with learning difficulties that requires the internet however the slow workings of plusnet could not accommodate or move any faster, difficult when someone relies on something they have limited understanding of. I was going to have plusnet in my own home at the end of my contract with BT however have had to have second thoughts about this, so would not recommend this company to anyone, please take note go elsewhere.
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2014-12-04
- Comments
-
The connection is interrupted
Very busy customers services, did not book the engineer appointment only after a week, so the appointment got delayed until after the new year, so 3 weeks without internet
Dr Ashrf
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2021-05-04
- Comments
-
Absolutely rubbish keeps cutting out everyday only have 2 devices using at any one time. Most unreliable internet I have ever had suppose you get what you pay for which is rubbish service. Gives you a voucher for £60 which was in March 2020 and you still can’t spend it have tried always. If you want worst provider for internet Plusnet beats them all can’t wait till I’m out of this contract.
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2019-03-20
- Comments
-
I've been with Plusnet for 3 years now. The first 2 year's were superb. But last year I had a problem with one direct debit payment & Plusnet cut off my bband within 24hrs.
When they eventually put it back on, 6 days later, it wasn't the same!
From that moment on it dropped daily. Signal strength was a joke!!
Back then when I phoned to complain my call would be answered within 4 minutes by a polite human - nowadays it can take upto 25 minutes before they answer, whatever the time of day. That's if they don't cut you off before they answer or if I'm complaining, they'll now cut me off mid sentence! So infuriating!!!
This has happened three times this week alone. They're queue free complaints line is a complete joke - I've never got a response from it??
I've also got a mobile SIM only deal with them. They're supposed to advise you of the best deal for your usage...I rarely use a mobile but it's essential for when I'm riding my motorbike, incase I breakdown. I was inundated with emails offering me 'Mates Rates' all costing more than my then deal - even though I'd not used it once in that month...they should have offered me a less costly deal - but they never ever did, because that would make them less money!
So I had to do it myself.
Yesterday, was the final straw!!
After waiting 40 minutes for my call to be answered, a stuttering buffoon asked me my details - no, good morning sir, how are you today...instead I was greeted with a yawn. After lowering my SIM only deal myself, things went from bad to worse. They kept on taking the old DD from my bank account aswell as the new lower one. When I complained & said I want my money back, that you've stolen(I don't mince my words) Their response was, we'll credit your account - unacceptable, I said!! I want my coin back not credit! We can't do that they said - I replied, nonsense! If you credit my account that means I'll have to stay with you for another 2 months, I said & I want to leave before then!! The line went dead, they'd cut me off again - I felt I was getting nowhere. So I called back later that evening, they offered me two identical options, just worded differently & neither put money back into my bank account! The person I was speaking to kept saying, please hold the line for two mins while I speak to my advisor...5+ mins later he'd return, no apology & with no answer to my query??
This continued for twenty more minutes - I put the phone down this time, as I knew it was hopeless going any further.
Offcom, here I come.
PLUSNETS strap-line is,(We'll Do You Proud) Well, that now needs drastic changing! Because they won't & don't anymore - my advice is shop elsewhere. Sky was no better mind! The bigger these companies become the worse they treat us -
SHAME ON YOU PLUSNET!
(deep sigh)
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-09-13
- Comments
-
I joined Plusnet and then changed my mind about half an hour later. I called and cancelled and they said that was fine. Three days later, they took £80 out of my account and made me overdrawn, which will now incur charges. I have tried calling them and tweeting them, but they are refusing to give me my money back. Avoid these crooks at all costs.
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-11-22
- Comments
-
Ordered on 06th November. Money taken from account , but no transfer , no update, chat line closed, no email contact possible. Not very good start.
- Location
-
- Location
- cardiff
- Reviewing
- Plusnet
- Date
- 2018-07-09
- Comments
-
Ive been with plusnet for7 years , They used to be an excellent company until bt bought them out , Bt do this all the time , Buy a company then drive it in to the ground so that customer return to bt and the bt brand . I have had no email for three weeks , despite promiss to fix it and hours on the phone nithing has been done , DO NOT SIGN UP WITH PLUSNET!!!!!!!!!!!!!!
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-01-11
- Comments
-
Do notuse plus net. They are bt!!!!
Over 1 hr waiting times even knowing they say 15mins. No response from technical department, broadband shutting off every 5 mins, download speed poor. Not value for money. Looking to take legal action.
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-01-20
- Comments
-
I paid for my daughter to have plusnet in Cardiff for 4 years. The price went up year on year till broadband alone was £38 month.The service was unreliable, the router kept overheating and customer service was none existent. Never use them. When I asked to terminate I was charged....
- Location
-
- Location
- cardiff
- Reviewing
- Plusnet
- Date
- 2019-05-19
- Comments
-
I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
-
Broadband is intermitted and has a sharp drop off of speeds in the evenings. I have stayed with them for 2 years because the upside is there are some incredibly cheap packages if you're willing to sign a contract for a year. (The first year i paid line rental for a year up front, and broadband was free, the second year the broadband was £1 per month). Time has come, and patience with the slow and intermittent broadband has run out. I tried to call the customer services line to check I have no cancellation fees, only to find that the opening times listed on the website of 07:30am - 10pm every day are completely incorrect. According to the automated message (WHICH CAME AFTER GOING THROUGH THE MENU) the phone line is open for just a bit longer than the standard working week.
Terrible and sloppy. Would not recommend even for the price.
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2016-03-15
- Comments
-
Absolutely useless, customer service is a joke, wait for them to eventually answer the telephone after being forced to listen to a terrible racket for 20 minutes or more. I still had no modem after a month, eventually cancelled with them, my advice is to avoid completely. I cannot comment on broadband speeds etc as I was never able to use it!!
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2019-02-06
- Comments
-
Agree with some comments about shambolic service.
So let's start with the Good. I moved from BT to Plusnet since my BT contract expired and Plusnet had an offer which made them competitive. Speed tests showed they hit the median value quoted.
Now the BAD
1) When my 12month contract expired, they offered me a renewed contract similar to mine. I also mentioned I was moving cities (different STDs), but they said that was no problem and that I could move over when the time was right, though a new number would have to be generated (stands to reason). What they didn't tell me on during the conversation was that it costs £65 to change address. They offered an alternative, which was to cancel the existing renewed contract at no extra cost and then take out a new 18 month contract (but different tariffs). I reluctantly agreed to the latter
2) So switchover date arrived, but our line still showed as being disconnected. Received numerous emails and texts on the day to say everything had gone swimmingly. Tried calling them, but as with others' experiences, they phone customer service is a lottery. Double their estimated time for a human to answer the call would be realistic at most times of the day. So I tried to use their chat. The 1st chap I spoke to eventually tried to arrange an Openreach engineer with a strong warning that any issue with the line found within the boundary of our rented property would result in a £65 charge. Any need to re-visit following such a conclusion would result in more charges if it wasn't possible to resolve on the first attempt. I need to seek permission from our landlord before going ahead.
2)I had thought, what happens if I call the new number provided? It actually rang and on the 2nd attempt, got through to someone other than my spouse. Not a happy bunny.
3) Following 2), I went through the arduous call process. Wow! The various Teams within Plusnet really struggle to talk to one another or know the infrastructure. Started off in Customer Service. Was then pushed to Tech Support. Told to wait....found myself back in the queue..start over. Eventually told I must have a crossed line and that the order hadn't successfully completed. Then put through to the so-called 'Provisioning Team', who denied it was an order fault and should be the Tech support guys responsibility. They eventually booked a BT engineer to visit our property in the notorious 1/2 day window.
Its ironic that Plusnet have some Northern lad boasting to endorse a company with 'Northern' values and customers' interests at hand. Errr! Have you tried contacting your own help line?
Total call time 1h 59sec. Took the full length of my 40 mile commute home.
STAY AWAY
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-09-26
- Comments
-
Never again! After they cancled our first installation date we had to wait over a week for the next available appointment despite this being the companies fault! The installation person was then late despite having a 6 hour window in which to turn up and I had to wait on the flat for him to turn up.! After waiting 6 hours then received a text from plus net saying the install with our job has our number and will ring before he arrived meaning I’d wasted my day since he’d ring before he arrived anyway!! Appalling customer service. Never again
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2019-04-24
- Comments
-
I have been a broadband member of plusnet for many years. At the end of my contract no review took place and I ended up paying more for the same package. They told me account review is only for new customers. I did overlook this and gave them another chance and upgraded my package with them to fiber plus. Max download speeds of up to 80mbs. My broadband speeds have now gone down for some reason to 12mbs. I called plusnet and they told me that the order was processed incorrectly and that I was placed on the wrong package. They were still however charging me full price. No compensation. This seems to be FRUAD in my humble opinion.
- Location
-
- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2019-02-27
- Comments
-
Overall= Decent speeds however customer service is horrendous which stopped me renewing my contract
Speeds = Good
Customer service = Abismal especially if something goes wrong
Reliability = Not great, good speeds one day non the next
- Location
-
- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2016-03-06
- Comments
-
customer service is a joke always a 30 min wait to speak to someone should be prosecuted under trade description act they have not done me proud 7 weeks so far without phone antiquated fault reporting system you have to obtain a ticket to register a fault! internet is fine(fibre)though
- Location
-
- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
-
joined plusnet on premise we'll do you proud{should be just we'll do you!],have a phone fault last 2 months no sign of a fix just meanless string of updates can't wait to leave asap,probably out of the frying pan into the fire are there any decent isps out there?
- Location
-
- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
-
I was with Sky but wanted to change for a better deal and Plusnet had the better reviews and was cheaper.
Having started with Plusnet everything started off great except for the signal strength which, to be honest, was pathetic. With Sky I could get a signal at the bottom of my garden (roughly 30m from the router) with Plusnet I was lucky to get a decent signal in the kitchen (roughly 10m from the router) so ok, I bought a couple of signal boosters which gave me a bit more range. However that was not the problem, the problem was the WiFi. It would just cut out intermitantly which was no good if you were streaming something. My son used to play online games but gave up because he would constantly be disconnected (not a bad thing).
I rang up several times and was told that everything was working fine which funnily enough it was (as I said, intermitantly) when I was on the phone but they said they would monitor it. I also told them about the signal boosters and they said they may be the cause so I disconnected them. Funnily enough still playing up.
It worked perfectly when attached to an Ethernet cable but as I said to the bloke on the phone, I can't exactly plug phones or tablets in plus if I wanted to use my Laptop anywhere else other than near the router was a joke.
I rang up one day when the internet was completely off and the bloke on the other end of the phone was spot on and a real help. I told him the problem and he said that it was showing as ok when it wasn't working. After spending about an hour going through loads of things which didn't work he said he would send an engineer out but said that if the fault was at my end then it would cost me £50 ok not a problem so he went ahead and passed it to the engineer department and told me that they would contact me within 48hrs to arrange a visit. Nice one.
I then told him that I was actually going to ring up to cancel my contract because I wasn't getting what I was paying for but because he was so helpful I would wait and see if it could be fixed.
Then the real problem started. 7 days later and still no phone call off an engineer but the internet having started to work again was still playing up so I rang up to cancel fully aware that I still had 6 months contract left and I would have to pay the cancellation fees.
What an absolute farce!
I was told the the Direct Debit at the end of the month would cover this and that should be it (it was the 1st of the month) I asked if that was correct and they said yes, great I thought.
I am now back with Sky who, after telling them that I was a returning customer and the reasons why. They offered me a great package and good deal.
Plusnet on the other hand are still trying to take money off me even though they were told on the phone and in writing the day that I was leaving them and going back to Sky. I am sick of ringing them up and asking why they still want money off me when I no longer have a contract with them and each time it's the same. 'I'm so sorry sir, let me look into it... ah yes you are due a refund.'
2 minutes later I'm getting another email saying I owe them or that this months bill is £xx.xx and will be taken on this day.
Plusnet... You haven't done me proud!
Would I recommend them? No chance, the Wifi signal is pathetic and the customer service obviously does not speak to each other.
- Location
-
- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2022-01-25
- Comments
-
Sorry to be a party pooperon this forum of slagging off your ISP, but I have been a Plusnet customer for about 5 years and have just renewed. They are a little cheaper than BT and their router is a hand me down from that company. However their service has improved considerably over the years. I still use their original IEC modem which is connected to a sinology router. I get consistent high speed and have had no issues apart from when we had a power cut and the Synology router went off piste, but Plusnet tech helped me sort the problem even though it wasn't their router. So I can recommend them. So there.
- Location
-
- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Comments
-
Do not use, shocking customer service and dreadful broadband. Extremely difficult to contact, only option is to be on hold for 30 minutes plus each time as online chat is never available. Broadband speed is appalling, and no help to improve issue. Finally managed to get out of the contract and they've continued to take payment despite being informed we were leaving. Back to waiting 30 minutes on hold to get reimbursed! Worst provider EVER.
- Location
-
- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2018-12-20
- Comments
-
An utter shambles,inadequate and poor service from this outfit a totaly unprofessional rabble.The service team lacking decorum and intelligence.
Their fone line at present 20/12/18 is as intermittent as their customer service with interference for the last two days-what a joke from a telecommunication service !!!
Day 1 of going live raised voice from operator because of their line fault-apologised to me -bit late for that -and failed to resolve issue,re dialled and had fone put down on me by female operator-Cant get online and unable to speak with anyone on day2 of going "live"with them.Will cancel them WITH PLEASURE If we do not get connected in next hour.
Avoid as bad as Virgins foreign call centre and thats legendary.
Totally frustrated and hacked off by the experience with plusnet.!!!
- Location
-
- Location
- Carmarthen
- Reviewing
- Plusnet
- Date
- 2018-02-20
- Comments
-
Legalised theft. After a 1 year contract which I paid (despite having left the property their broadband and phone was supplied to) this company demand a "cessation fee" to end the service. My new provider is BT and although Plusnet said if your next provider is part of the BT group, they will waive the fee, guess what? Yes they found a way to justify not doing so. Apparently it's because they did not have to change to BT at my new address. I explained that as the provider here was historically BT this saved them the effort. No, such logic STILL cut no ice. To add insult to injury, 2 minutes after emailing to tell me I owe this outrageous "cessation charge" they emailed me again to say the matter has been passed to a debt recovery organisation. Scare tactics and intimidation. Good customer service? They don't know the meaning of the expression.
- Location
-
- Location
- Carnforth
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
-
Been with them for 9 months now and the broadband has been really slow and kicks us off all of the time, i must have phoned them 12 times or more and have never been on hold for less than 30 mins with the longest time being 1hr22mins! And all they do when you get through is fob you off with the same rubbish! Worst provider we have had.....
- 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.