3,751 Customer Reviews over 94 pages
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- Location
- lincolnshire
- Reviewing
- Plusnet
- Date
- 2015-12-24
- Comments
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I was with plusnet for 6 years. November this year phone internet all went off. first call took 6o minutes to get through plusnet. they said it would be fixed the next day.. it wasn't, phoned again another 40 minutes wait, still the same answer it will be fixed tomorrow .never was I must have spent about 6 hours trying to get through to them.. when I did get through I was told the best time to phone was after 10.30pm.. but they close at 10.00pm. it took just over 3 weeks to solve the problem. but we were without a phone internet in that period.. they did give us back our monthly payment big deal. I left plusnet as soon as possible. they were good when they first started off . I think they have just got to big
- Location
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- Location
- Nottinghamshire
- Reviewing
- Plusnet
- Date
- 2018-10-03
- Comments
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Customer service waiting times are a damn joke!!! 50 minutes on the first time i needed them when i wasnt getting broadband on the day the promised. Then 45minutes a couple of weeks later! Appauling!! Employ more staff and make it better!!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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Customer service is diabolical. It's easier to get blood out of a stone than to get to talk to someone who can help with any issues. It's like if you have any problems, you are on your own. The 'instant online chat' where the say they will be with you shortly, I was put in a queue of 13. An hour later, still no contact, so I refreshed the chat. Then I was in a queue of 21. When I had no broadband for nearly a whole day on seperate occasions, they wernt apologetic, I still had to pay full whack for a service I wasnt getting, and when I cancelled my DD, i ended paying more
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2020-04-02
- Comments
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Advertise min 66mb, Guaranteed Speed 43.8mb no live chat only call in.
wow that is a 33% over estimation. Currently 48mb. I know what I will do when contract ends
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2018-03-22
- Comments
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Speed and reliability are fine but customer service is ZERO.
They have problems invoicing me from time to time (their fault not mine) and you CANNOT get hold of them on the phone to sort it out. There is no web based assistant you can contact and no email I can find. RUBBISH!
- Location
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- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2015-01-28
- Comments
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After i changed provider Plus net where still billing me 3 months later Then i got another bill for £42.55 for cancellation charges after they said there wouldnt be any.Customer service is really bad and it takes at least 15 mins to get through. On a positve note broadband is pretty good but i would not recommend.
- Location
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- Location
- Lewannick
- Reviewing
- Plusnet
- Date
- 2016-03-14
- Comments
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Have suffered from being in, quote
'the wrong marketing area'
The competitiveness has reduced as time passes and now feel neglected
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2014-05-02
- Comments
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I read all the reviews two years ago, I looked at the prices... I bought a flat, I needed the internet, PlusNet seemed like the obvious choice. This is the first time I've ever felt compelled to write a bad review. These cowboys are the epitome of getting what you pay for. It took close to three months to get online in a city central location (no refund, having spent hours and hours on the phone (haaa customer service?!!!?). I've then tried to cancel.... Plus Net... you robbing "nasty" people, I hope you rot in the fiery depths of hell.
- Location
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- Location
- Newcaslte Upon Tyne
- Reviewing
- Plusnet
- Date
- 2021-02-05
- Comments
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Last week, I logged into my PlusNet account and changed my direct debit instruction. ( changed banks as I had closed one of my accounts )
A few days later, I received an email stating that they had been unable to collect my direct debit payment. In my opinion, this was due to the fact that they had failed to act on my new updated direct debit mandate and tried to collect the payment from my old ( now closed ) bank account?
Following receipt of the email I immediately phoned and explained what had happened as I was very concerned about missing my payment. During that call, I offered to pay the outstanding amount, but was told that this was not possible at that time and I should wait for a second email to arrive before trying to pay? That same evening, I noticed a serious restriction on my broadband services. I could not even connect to the PlusNet web site? I telephoned again and after paying the outstanding amount I was informed that it would take a further hour before my service would be restored!!
I expressed severe unhappiness at this time delay as I wished to stream a live football match and would miss most ( if not all ) of this match, before my service would be restored.
When I asked to speak to a manager, the representative I was speaking with simply hung up on me!!
All of the above was totally unacceptable behaviour on the part of PlusNet!
I have been a PlusNet customer for many years now and generally found them to be an excellent service provider. However, this recent incident leads me to believe that there has been a massive reduction in their customer care policies.
If they are going to restrict a customer’s service, then at least contact them in advance of doing so, to give them the opportunity to pay. ( I had already offered to pay in the morning)
They need to improve their systems so they are aware when a customer changes bank /direct debit details.
They need to improve the time it takes to restore a customer’s services after they have restricted them—1 hour is far too long. ( I bet it didn’t take an hour to implement the restrictions )They need to train customer service representatives ,so that they are aware that it’s not good practice to hang up on an angry customer! ( I was angry and asked to speak to a manager, but at no time was I offensive or rude)
Note that they sent me an email with a link to enable me to pay the outstanding amount. However, by then they had already restricetd my broadband service, ensuring that I could not even follow the link, so I had to telephone them again in order to make the payment that I had already offered to pay them that morning!
TOTALLY DREADFUL SERVICE!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-02-26
- Comments
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Plusnet left my mum (who has Alzheimer's) with no phone service in the middle of the pandemic. Following notification of her moving from her home, they cut her off three weeks early. They admitted their mistake, but then took over a week to get the line reinstated, leaving her completely alone and vulnerable during lockdown. When the line was finally reinstated, we cancelled again for the new move date, they acknowledged this, but then continued to charge after the end date. They are now sending threatening and intimidating legal emails and the customer service are utterly disinterested. Appalling service, beyond words really.
- Location
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- Location
- Bodmin
- Reviewing
- Plusnet
- Date
- 2017-12-19
- Comments
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Having to wait for 6 days for someone to do something is not on.No phone and no Internet.
- Location
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- Location
- Haverigg
- Reviewing
- Plusnet
- Date
- 2019-11-17
- Comments
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Due to some personal issues and having moved house at the same time, I wanted to close my account. Eventually I just stopped the direct debit. You cannot close the account unless you write to plusnet, or phone. What happens when you phone is that you either get put in a queue for at least 30 minutes, or somebody answers the phone and immediately puts you in a queue for at least 30 minutes. I am not going to waste that amount of time, so I will write to you, which is pretty unbelievable considering you're an Internet company
- Location
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- Location
- Bolton
- Reviewing
- Plusnet
- Date
- 2021-11-18
- Comments
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Worst internet I have ever had
Keeps locking up and price keeps going up without any increase in broadband speed. Will not use again
- Location
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- Location
- Lewisham
- Reviewing
- Plusnet
- Date
- 2019-11-02
- Comments
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My broadband Is terrible. I have never seen anything so atrocious before in my life. I am seriously thinking of changing to a different broadband service. Act soon!
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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Been with Plus Net for more than 3 years. No problems at first & I recommended them to others...However, November 2015 my broadband was cut off...~Virtually impossible to talk to anyone (hour's waiting time)....There was a message on their answering service (at that time) that said they were aware of a problem with broadband and users should reset their routers..Since then, Plus Net would not comment on that message...kept saying there was a fault on my line...Sent round an engineer - the wrong type...the engineer said they should have sent a broadband engineer..Plus net are now asking for £50 call out...i had to find my own engineer to sort out the problem...plus net need to pay me £50 compensation, not make me pay for their mistake.....Very bad customer service, get fobbed off all the time...What has gone wrong with their service?
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-04-23
- Comments
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The customer service team was fine. Wired Internet speed is as advertised.
The Plusnet One home wireless hub is complete garbage with rubbish signal.
Switching from TalkTalk the signal is significantly worse. The signal does not travel far or though walls like our previous router and it is very dependent on the directions it is facing. If you don't have it in a far corner of your house then half your house gets no signal! But, the range is so poor you won't get signal the other side of your house anyway. I have had to get ethernet over power adapters to compensate for how bad the Plusnet one home hub is. My advice, go with TalkTalk, just as cheap with a much better router.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2021-04-17
- Comments
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Until now I have always been happy with Plusnet but since I moved from Norwich to Leeds 2 weeks ago their customer service has been appalling as I tried to get the internet connected to my new address. After many phone calls and getting shipped between various departments to no avail I was lucky to get Darren Greenfield in Technical Support who sorted me out efficiently and got my internet connected at last. Unfortunately he seems to be a rare bird amongst a lot of useless incompetents. What a shame.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2020-10-09
- Comments
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The actual reliability/speed of the service has been OK, the cheap router they send out is nowhere near as good as you'd get from EE or BT broadband, so you need to factor in buying your own router if you want reliable wifi. The main issue with Plusnet is the horrendous customer service. 'We'll do you proud' - no you won't!!
They send out e-mails, yet have 'no records of this on our files'. They then make it almost impossible to send it to them to prove that they sent it as they don't have any contact e-mail addresses. They then claim that you have to send them a screenshot of the e-mail as if you sent them the e-mail you could type whatever you want in it. You really couldn't make this up! All in all I would seriously avoid using plusnet - it's not worth it.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-07-18
- Comments
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We have had intermittent problems with PlusNet and the reliability of our service. We have had several OpenReach visits. We have now an insistence where the signal was so intermittent as to make it impossible for live participation in a training session and, therefore, costing us further loss.
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2019-01-04
- Comments
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Don't have a line issue unless you have a good mobile signal. If the land phone doesn't work how else do you contact, phone - the phone doesn't work, Chat - isn't operating, Email - doesn't exist.
This is living in the world of Kafka and Catch 22!
- Location
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- Location
- suffolk
- Reviewing
- Plusnet
- Date
- 2016-03-18
- Comments
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Rubbish, that is all I have to say.
I started off being told I was in the wrong marketing area ??? so am unable to have a package at advertised rates, then it all just stats sliding from there, phone bills went up, connection got slower. Now im trying to port my number to someone else and am told my post code is wrong. Excuse me but ive been with you for a number of years now so how can it be wrong. Absolute joke of a firm, avoid like the plaque.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2017-09-09
- Comments
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They used to be great, renewed my contract when I moved house, now I pay more, get less speed and the connection drops around 3 or 4 times an hour. It will be down from anywhere between 5 mins to half an hour. The tech support ends at "turn it off and on again". The routers they give you are useless (5m range) so expect to buy your own one if you actually want to use wifi
- Location
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- Location
- Rugby
- Reviewing
- Plusnet
- Date
- 2019-05-03
- Comments
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People if you think this is the right company for you then let me explain how the know how works in this company. As NEW customer you are the highest valued Pearson for them. I was in that place as well. After many years off ripping off by this company is what you get only NOTHING. The always prioritise NEW customers only and DO NOT care or look after old valued customers. They claim they are based in UK ok but service is terrible your contract come to end and they will send you renewal with imagine what the same price as you was before really?? A joke when new customers get straight away ALWAYS HIGHER DISCOUNT then you. Then you call the SUPER UK based customer service and what you get is as first 15 min up to 45 min waiting time and once you finally reach someone. Then the super UK based customer service will tell you there is nothing what they can do even try to rip you off of more money!!! SHAME SERVICE. This company deserve to loose all valued customers and people go there where they will be looking after you and not to rip you off like plusnet. Plusnet is good as FIRST CONTRACT and then run away and look for someone else. And advice for plusnet. I was telling you this for many years but after today phone call to your super customer service I am going else where to someone who deserve my money and will not RIP ME OFF ALL THE TIME. If you are looking ALWAYS prioritise new customer ONLY then GOOD LUCK I hope you will get what you deserve but I will NEVER COME BACK. BIG SHAME ON YOU PLUSNET!!!THANK YOU FOR NOTHING!!
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2023-05-16
- Comments
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Waiting for my new contract to start, which was expected to commence on 01/06/23. However, Plusnet notified me via text on 15/05/23 that my activation date has been changed to 24/07/23, nearly 2 months later than requested.
Upon speaking to Plusnet they explained the situation, however, did not explain how I am supposed to work from home with no internet for two months.
Their customer service team has been helpful in most instances so far, however, I would be wary regarding any promised activation date if you don't want to be stung. I am now going to have ask my current provider if I can delay my agreed cancellation date.
Unlikely to be renewing with Plusnet after this contract.
- Location
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- Location
- glasgow
- Reviewing
- Plusnet
- Date
- 2019-09-11
- Comments
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I move to Plusnet 3 weeks ago and though the actual broadband service is fine their customer service is woeful. I was incorrectly signed up to a 12 month contract rather than the 18 month contract I'd selected online. This meant a cashback offer wasn't honoured. I've spent probably 5 hours in telephone calls including being hung up on 3 times to simply get nowhere. Their staff don't seem to know what they are doing and every call seems to get a different answer. I'll be going elsewhere once my (now) 12 month contract is up.
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2020-04-17
- Comments
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Like any product it is fine until something goes wrong.With plusnet it is very difficult to sort out a problem as you cannot directly contact any one.
It is very frustrating firstly to put your query over and then to try to get the full story of an extra charge.The lines of communication are not there.I now think it is better to pay extra for a better helpline where you can communicate with a person
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2014-07-02
- Comments
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The broadband itself was fine. Our shock was the horrific customer service. It took us two days, being cut off five times, and almost three hours on the phone in total to cancel our account because we're moving. Oh and also cost us £142. Shockingly, shockingly bad. Don't put yourself through it (after you're cut off the third time you near on lose the will to live).
- Location
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- Location
- rotherham
- Reviewing
- Plusnet
- Date
- 2015-02-21
- Comments
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Right then, plusnet customer service very friendly on the phone and promise you every thing will be OK.
Now for the translation we don’t have a clue what we are doing and we will get round to it one day.
Its only taken 18 months to get them to install fibre, don't know how they can run that TV add
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2019-03-18
- Comments
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Switched to Plusnet from BT. Phone line disconnected/reconnected as scheduled but no broadband for four days. No contact from Plusnet. Finally used chat and agent said the activation was stuck in a queue. Obviously a queue they expect the customer to drive rather than any quality control service on Plusnet’s part. Agent chat disconnected while waiting for the agent to respond. Pathetic start. The lesson is contact Plusnet support immediately and constantly, don’t wait for their processes to notice that something’s wrong. Now connected, interestingly at more than 10mbs slower than the BT connection. Hopefully this will increase as the line is trained over the next 10 days. Meh.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2019-11-27
- Comments
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Been wiith PlusNet for 6 months now and a real struggle. I am on my third royter but still the same problems. It's a fairly well known and long term issue with their routers. Change to a third party router and you will have no problems...speeds good but intermitent disconections which can be irratating when in the middle of a film. After months of testing all sorts of configs it's quite clear (as others have discovered) the PlusNet One router loses DNS. So setting DNS servers manually (including PlusNet's own servers) on either 1) each device you have or 2) on a third party router (you cannot configure this on the PlusNet One)is the only way to go. PlusNet are not interested. I am now using a third party router (previous ISP) and the PlusNet one as a Wireless AP.
I guess this serves me right for trying to save some money. As soon as contract up I will switch back to Zen who were brilliant if a bit expensive.
- Location
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- Location
- Poole
- Reviewing
- Plusnet
- Date
- 2020-05-29
- Comments
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Have a terrible upload speed and Plusnet don't seem able or willing to assist. Plusnet I am not dismantling the master socket and use a cable 3 times in 24 hrs to give you readings, this is your problem to fix but as you say I have to wait until September to leave or pay a release fee or pay for an enhanced package.
Now to cap it all I can't access my a/c and the internet is littered with people having this problem going back several years.
- Location
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- Location
- Swanage
- Reviewing
- Plusnet
- Date
- 2019-06-28
- Comments
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Been with them for many years, tried to pay a final bill when moved house and their staff and online systems wasn't able to take the payment, I had an email from them saying they would write off the final bill of £27 but I've now been sent a notification they have passed the bill over to a debt collection agency. Don't use them unless you want a bad credit rating through no fault of your own, thanks Plusnet.
- Location
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- Location
- Haslemere
- Reviewing
- Plusnet
- Date
- 2019-10-29
- Comments
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Been with Plusnet since 28th Jan 2019. The switch-over was seamless and the broadband speeds very good, but from fairly early on we started to experience loss of internet connectivity. I've worked in IT for the past 20 odd years so I ensured I first ruled out my internal infrastructure as the cause of the issue and ran version tests. The results of my testing showed that broadband connectivity and throughput was stable, but all devices (wired and wireless) on the LAN were failing DNS resolution - IP connectivity worked without issue, and the only way to restore DNS was to reboot the Plusnet router - which is the DNS proxy for the LAN.
The issue was originally raised with Plusnet support around 5 months ago, at which point I sent them the results (traceroute, nslookup) of my testing; a number of weeks past with no response from Plusnet support, I phoned to chase progress and ended up having to explain the whole situation again as it turned out my original report was not logged.
The DNS issue is now happening on a daily basis, requiring a Plusnet router reboot each time. Plusnet sent me a new router - exactly the same issue after new router installed.
Plusnet support are now claiming they need to send out a broadband engineer which may incur a £65 charge, but they are unable to explain why or what the broadband engineer is going to actually test relating to DNS - broadband connectivity is not the issue, they can see that from their own GRE Test.
Every time I speak to Plusnet Support it is obvious that their support staff do not understand basic network connectivity and testing, and there appears to be no networking team they can escalate to.
The issue continues.....
- Location
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- Location
- Lincolnshire
- Reviewing
- Plusnet
- Date
- 2019-04-29
- Comments
-
Terrible, never had such a bad experience when switching providers, had to spend hours on the phone getting WiFi sorted, engineer visits, new router. Cooling off period is far too short, now stuck in a contract for a awful service unless I pay over £200 in cancellation fees. Avoid at all costs.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
-
Unbelievably useless. After screwing up closing my account and continuing to charge me for months, I spent an hour in total (no joke) on hold. Eventually I manage to talk to someone who can do something about it, they promise it will be refunded.
The refund comes through a week or more later, and they screwed that up too. Sent me less than half my money back.
So here I am again 'we're sorry for making you wait blah blah blah' another morning wasted thanks to Plusnet.
The worst part is I was a 4 year customer until we got FTTP and used to recommend them to everyone (worked as IT sysadmin) so now I have to go back to these people and tell them I screwed up and recommend moving over to Zen ASAP.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2010-09-18
- Comments
-
Router shows a connection speed of 6MB but download is rarely above 2MB. In the past and with Nildram download speed was over 5MB.
- Location
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- Location
- Bridgend, South Wales
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
-
Took out broadband fiber, home phone (unlimited calls) & mobile with plusnet, waited weeks to be connected, even though told it would be 10 days, then had huge bill for going over home phone call allowance even though paid for unlimited calls, took months to sort out, passed from pillar to post after waiting 40 - 60 minutes to get through each time and frequently got cut off. ended contract and was told early termination fee would be waived as I was treated so poorly this was confirmed by email the out of the blue 4 months later had a letter saying debt for termination fee had been passed to debt collectors with 25% added on (the very first I had heard about it) rang plusnet to explain, and they agreed to withdraw from debt agency. I have never EVER dealt with such an incompetent company. my advice is to AVOID AT ALL COSTS, YOU HAVE BEEN WARNED.
- Location
-
- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
-
Don't believe the service hype, it is rubbish. 45 min wait for an answer each time, didn't send router in time, wrong information, faulty router when it did arrive, no back up. The advertising standards agency should shut them down.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
-
The broadband worked absolutely fine during the contract, then when I became out of contract miraculously my router broke down. They said they couldn't send me a new one because I was out of contract. I tried two different routers which worked fine but I still had no internet. I told the fault was on their side. They did some kind of check and sent it over though a ticket system but it was so technical I did not understand it. I cancelled the broadband over the phone and asked me why I want to cancel it. (?) I stopped my direct debit as a precaution, and of course they keep texting me to pay up, which can only be done over the phone. There is no bill on my account. There is no other payment method.
Here are the worst things abou this company:
1, They say you can contact them many ways, which is a lie. They only take calls. No online chat, no email. No ticket, unless it's a formal complaint.
2, They say you can pay your bill online as a one off payment, which is also a lie. No bill is shown on the account. It's either direct debit, or the customer has to pick up the phone.
3, Their different departments do not communicate with each other.
4, They do not update anyone of their internet outages. In fact they deny it.
Avoid.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2019-06-13
- Comments
-
I'm on standard broadband. Plusnet made me wait over a week before I could connect. Then they make you wait longer whilst the 'broadband stabilises'.
I gave it a few days and the result is that sometime I get 6mbps, sometimes I get 1mbps, sometimes I get nothing at all.
It became very clear from the start that this is how it's going to be for the length of my one year contract. So I called to cancel within my 14 "cooling off" period. But because I'd had to wait to connect 16 days had passed before I'd started my contract even though this was long before I'd even been connected. First front line customer service guy was great. Very helpful, but he had to pass me to a different team who are trained to be rude and aggressive.
Despite arguing I've got nowhere. Up and down connection and generally slow. Spotify is reasonably OK. Viewing Web sites is slow, pictures take a while to load. Streaming Amazon prime is slow and often pixelated.
I regret taking out anything with plusnet and now I've got to spend my evenings fighting this utterly awful company to get my money back.
- 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.