3,751 Customer Reviews over 94 pages
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- Location
- Carradale
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
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After 2 years with Plusnet on Superfast Broadband I came to renew my contract. When I put my postcode into a third party website the cheapest price for a similar speed was 30% cheaper. Plusnet were also on the list offering a price 25% cheaper on the two comparison sites I looked at. I thought 25% less this was good enough so I would stick with Plusnet but when I phoned them up the person on the phone stated that that price wasn't available to me as I was in an expensive area. I told him that I had put my postcode in so the area was known so this was fraud. He said that I should take it up with the comparison web sites. When I asked to speak to the supervisor I was simply put on hold without him saying he was going to connect me to anyone leaving me no alternative but to hang up. As far as I am concerned this is appalling service and yet just another example of existing customers being treated badly.
- Location
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- Location
- Castle Hedingham
- Reviewing
- Plusnet
- Date
- 2017-04-04
- Comments
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I was very unsure about switching from Sky to Plusnet; Sky had provided a good, stable service for several years, but were cranking the price up unreasonably, and switching gave me the chance to move to fibre for lower cost. However, I rely on the Internet for work, so it’s important to me to have an uninterrupted service.
Things got off to a bad start. My phone line went completely dead on transfer date, and (long, long…) calls to customer service got me the response that the problem was with the wiring in my home: clearly untrue, given that it had been working perfectly up to switchover. (Of course, I do appreciate that helpline staff do have to cope with users who have done weird things when connecting their router, but a little more listening on their part would have been good.) Anyway, it took five days for it to be sorted out, during which time I had neither phone nor Internet access, of course. In the end, the problem had – as I suggested during my first call – been caused when Openreach switched my line to fibre. Now this wasn’t directly Plusnet’s fault, of course, but I would have appreciated a slightly more helpful response.
However, I have now been suing the service for a month, during which time it has been extremely reliable – no drops that I’ve noticed, and extremely good speeds. I’m happy that I made the right decision to switch, and I’d have few reservations about recommending Plusnet to anyone else considering switching.
- Location
-
- Location
- castleford
- Reviewing
- Plusnet
- Date
- 2016-09-26
- Location
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- Location
- Cavenham
- Reviewing
- Plusnet
- Date
- 2022-08-26
- Comments
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My previous Broadband provider was completely useless. Then went to Plusnet, haven't looked back since. The Fibre extra we have is fast and runs two workstations as we both work from home, our entertainment, Im a gamer and our Smart tv with subscriptions. I have never had a reason to complain, we are now moving to full fibre and looking forward to it.
- Location
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- Location
- Caverswall
- Reviewing
- Plusnet
- Date
- 2020-10-07
- Comments
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Was supposed to be switched to PlusNet on 6th October. Received an email at 05:30 telling me the phone service was ready to go. No dial tome on the phone service so no phone. Tried to contact them a number of times throughout the day and only got through after waiting for over 50 minutes on hold. Used over 200 minutes of my monthly call allowance trying to contact them. Left questions to be answered only for them to be placed on hold until 07:00 7th October. Come 7th October no response. Posted another question and still no response. I still have no broadband a day after was supposed to be switched. Have had to go into the office because I can't work from home. Have tried to contact them again today but cannot sit at work on hold for almost an hour. My wife did manage to get through but they refused to deal with her as she is not the account holder.
The service is appalling and not fit to be called a service.
- Location
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- Location
- Cb10
- Reviewing
- Plusnet
- Date
- 2016-08-24
- Comments
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Very poor in the past couple weeks, wish I'd swapped when I had the chance a few weeks ago.
- Location
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- Location
- CEFN CRIBWR
- Reviewing
- Plusnet
- Date
- 2019-03-16
- Comments
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My broad band fiber speed keeps going up and down like a yo-yo dropping down to signal figures at times. but when i complain i am told there is nothing wrong i when they put it on test its a constant 17. don't i wish
- Location
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- Location
- Central London
- Reviewing
- Plusnet
- Date
- 2017-03-21
- Comments
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It's cheap for a reason; yes, the customer service is very nice but the actual service is truly dreadful and has been since I had it connected.
- Location
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- Location
- ceredigion
- Reviewing
- Plusnet
- Date
- 2018-03-29
- Location
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- Location
- ceredigion
- Reviewing
- Plusnet
- Date
- 2018-04-15
- Comments
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worst broadband i have ever had and they do nothing about it just take a lot of money for a service not fit for purpose and tell me i cannot have fibre here only available if you have BT i smell a large rat
- Location
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- Location
- ceredigion
- Reviewing
- Plusnet
- Date
- 2018-07-15
- Comments
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in this part of wales if you want good broadband you can only have BT the welsh gov have stiched us up THIS PROVIDER IS HALF OWNED BY GUESS WHO YES BT
- Location
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- Location
- CF363SN
- Reviewing
- Plusnet
- Date
- 2019-10-28
- Comments
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Very poor I can’t even watch hd channels without pixelating and unable to watch fire stick programmes
- Location
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- Location
- Chard, Somerset
- Reviewing
- Plusnet
- Date
- 2018-04-27
- Comments
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Absolutely dreadful in every respect.
- Location
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- Location
- Charvil
- Reviewing
- Plusnet
- Date
- 2017-06-06
- Comments
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Far too often our broadband speed dips below 5mbs making watching Netflix for example useless. To say I am not at all impressed would be an understatement
They make Talk Talk seem good (which they are not)
- Location
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- Location
- Cheadle Hulme
- Reviewing
- Plusnet
- Date
- 2018-03-24
- Comments
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Wait for ever for phone to be answered by customer service. Email to customer service manager not responded to. Never know when broadband will be working
- Location
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- Location
- Cheddington
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
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I am having to use my sisters computer to lodge this review as I have been without internet access for 3 weeks now! I only joined Plusnet in June and I am not impressed. Some of the excuses I have been told is that the fault would be repaired by Monday! Monday came and went twice and still no broadband! Its an outreach problem and out of Plusnets hands! Each time I call, I am on the phone for 30 minutes or more and life is just too short so I have cancelled my direct debit and they can get in touch with me now.
Cheddington
LU7 0RN
- Location
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- Location
- Chelmsford
- Reviewing
- Plusnet
- Date
- 2015-11-20
- Comments
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After changing to another provider I was astounded that Plusnet debited my bank for phone package although I was no longer a customer and my account showed to be fully paid up and closed.
Now Plusnet have sent a threatening e-mail demanding payment of a bill that was not owed. Having had my account closed after changing supplier I can not access my account, can not access the helpline. E-Mails are returned stating that I should access account or contact helpline or phone their helpline to be told that there is a 45 minute wait and suggesting the online methods that do not work. I am waiting to see the outstanding bill that they claim I owe.Impossible to communicate.
Service disgraceful.
- Location
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- Location
- Chelmsford
- Reviewing
- Plusnet
- Date
- 2021-05-07
- Comments
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Complete shambles...big promises but on the day of plusnet taking over all they managed was to disconnect my omd supplier then completely fail to take over themselves..told could be 5 days of no internet service..appalling..
- Location
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- Location
- Chelmsford
- Reviewing
- Plusnet
- Date
- 2015-11-26
- Comments
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I have been with Plusnet for 11 years - ever since it was enabled in our exchange. This used to be a brilliant company but is no longer. My Broadband has been dropping out a lot and this meant phoning them. Don't choose the online chat system. You might as well email yourself and you don't get to the person you need. My line is provided by BT who arranged very quickly for an engineer to call. The problem was identified as noise on the line but I needed to get Plusnet to make some alterations to my settings. The shortest wait on the phone was 45 minutes and the longest 87 minutes. Yes - 87 minutes. Each time they told me they had done what I asked - hard set the SNR to 6db up and down and put interleaving on. Each time they told me they had done it but the next agent said they they hadn't. The last agent said he could understand my annoyance. Um! If you raise an electronic ticket for the fault it can take 3 to 5 days for a reply. My speed used to be about 16mbps but is now isn't. This used to be a really good company but no longer is. They tell me they are currently training more people to answer the phone. Too late for me. I'm off to their parent company BT for a variety of discounts. Their main call centers are now back in the UK. The problem is the C21 boards in the exchange which are failing but Plusnet couldn't do anything about that and told me to go to BT to sort it.I am, but not the way they meant.
- Location
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- Location
- Chelmsford
- Reviewing
- Plusnet
- Date
- 2020-10-01
- Comments
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Been with Plusnet for over 2 years now. Since moving to a new area (which has very good speeds) the broadband has become extremely unreliable. I've been guarunteed 35mb/s but rarely get more than 7mb/s. When trying to call them to discuss via their customer support line, I have been greeted with the same message 'no one is available to talk' for the last several months. The only way to get through to them is by pretending to be a new customer, to then request a direct transfer. Can't wait to ditch these guys. Happy to take your money, not so happy to provide the service or any support!
- Location
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- Location
- Chelmsford Essex
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Theses were the best people to go with. Unfortually that no longer happens. Waiting time for them to answer phone average 1hr. When having a fault. Blamed it on the Cumbria floods. All lies. Do not go with this company. They tell you that they are a small company. They are a sub of bt. Digusting and false information.
- Location
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- Location
- Chelmsford, Essex
- Reviewing
- Plusnet
- Date
- 2016-07-30
- Comments
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Everything about plusnet is wrong.
My landline I had for 40 years deteriotated and though I could call people could no longer call me.
My broadband was slammed this means taken over by another company without my consent, this is how poor their security is.
Got no apologies, emailed their ceo who cannot even reply himself as he probably thinks he is too high up for all of us little mortal.
To speak to them I was left waiting for more than one hour at a time.
And yes during all the downs you will still be paying for services you are not getting, I call this fraud.
Terrible, horrible, really trust me don't go there.
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2019-05-12
- Comments
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worked fine for a year - gradually slowing, and slowing...cutting out. Customer Services said "its your wifi", so ethernet lead connected, speed of 0.7mbps. On a £38 month fibre contract. They lie through their teeth at customer servivces, leaving plusnet as 4g dongle is 40 times faster than plusnet fibre....
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
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Plusnet are absolutely atrocious. Only been with them for 6 weeks and it's been problems - of Plusnet's making - all the way. Their customer service is the worst i ever had the misfortune of dealing with in any organisation. Unresponsive, unwilling to take ownership of the problems, even zapped the account with a £50 penalty for non-existent visit of an engineer to the premises to "fix' the problem. Two Openreach engineers on two separate engineer calls said the problem was with Plusnet, the Pusnet response was "can't be a problem at our end, we'll have to book an Openreach engineer"!!!! How did they think this would give a different result. In the end I had to insist with the Plusnet tech dept that the problem was with them and tell them exactly where the problem lay (as per the OR engineers) before any reasonable attempt to fix the issue was made.
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2015-11-06
- Comments
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Despite having to pay a hefty sum to get out of my contract, I recently left Plusnet due to their appalling internet supply and lack of customer service.
I could go on for hours, but briefly: the internet would drop out almost daily (which doesn’t happen now that I’ve switched providers), sometimes for hours and despite them ‘looking into it’; their online troubleshooter more often than not displayed an error message; they got my address wrong multiple times; it took an average wait of 3 weeks for an answer if you asked a question via the online customer portal; my online account details did not list a contract end date; they refused to take responsibility when called out on all these issues and didn’t even offer an early termination discount in light of all the above.
As a final kick in the teeth, when I called up to pay the final bill I was told there was a 45 minute wait to be put through to a human being! I tried later in the day and it was 30 minutes and then 15, which is still terrible.
It’s a massive relief to be rid of them and I strongly discourage anyone from using Plusnet!
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-05-13
- Comments
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Terrible and the tv adverts are crassly stupid and endlessly boring.
- Location
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- Location
- cheltenham
- Reviewing
- Plusnet
- Date
- 2019-10-21
- Comments
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Absolutely useless. I placed a homemove on the 30Sept. They checked the new line and said all ok. I should have broadband in my new home on Fri 11 Oct. It didn't happen. What with moving house etc I was unable to chase until Mon 14th when they said the house no. was not assigned to the order so the automatic provisioning didn't kick in. Agent said they had sorted this now and I would be enabled on the 18th. I then saw a mail saying I would get a call for an engineer visit. So I rang up on the 17th and the agent had to place a new order. Turns out nothing had gone through the system from my call on the 14th. So now I am told I will get broadband enabled on the 31st of Nov. This is absolutely rubbish, if I had known this delay at the outset I would have moved to a new provider.
- 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
- cheltenham
- Reviewing
- Plusnet
- Date
- 2018-09-19
- Comments
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you took payment by direct debit then sent me email saying you hadn't. There is no way to send email to plusnet. Sick of being on hold for up to an hour then talking to rude unhelpful staff. I was told you don't have an account department, and he does not have a manager!!
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2017-11-30
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2015-09-26
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-02-16
- Comments
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Dire. Bought the business supply. Plusnet promised fibre speed 28-38mbps but it's 16 at most. They promised to connect it in 3-5 working days but didn't see anything wrong with 7.
A fortnight since the internet was (eventually) switched on, they have told me it is slow and they expect me to do all the diagnostic tests for them, try another router (from where?), mess around with the BT socket etc. Wish Virgin provided fibre here!
- Location
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- Location
- Chepstow
- Reviewing
- Plusnet
- Date
- 2020-02-12
- Comments
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Have had broadband for over 12 years and through 3 house moves. Never had a problem that wasn't sorted efficiently. Great value, great customer service, very happy.
- Location
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- Location
- Chepstow
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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Excellent service and speed. They are a sister company to BT but they are a lot cheaper than BT.
I have never had any issues with connection or speed.
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2021-04-09
- Comments
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You might as well be talking to your garden gate! these people have NO customer service complaints dept, you can complain to the relevant dept and they will investigate themselves!! WOW im sure this will wont be bias!!! Did you know if you have a broadband fault and they are unable to fix it, you will asked if you want to leave!! FIX IT? NOOOOO get rid of the customer and move on its much easier!! try getting a transcript of the telephone conversation! they send you a link to fill in a form, but thats lost within 23-30 other links within links!! Its despicable and shameful........"WE will do you **** or just get rid of you!!
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2018-03-28
- Comments
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Very poor........frequent problems..........very long waiting times on the phone.
Stay away
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2017-12-02
- Comments
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Reliable speed, although rooter has let us down over the past year or so. Unfortunately, connection took several weeks - due to a series of errors by the provider resulting in lengthy delays.
Worst thing has been the customer service, which has holding times in excess of 30mins to get in touch via phone - unfortunately no option to resolve issue online.
Be aware, there is a fixed £30 fee for dis-connection we were not explicitly made aware of.
Overall, we would not recommend and will be utilising another provider in the future.
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-08-13
- Comments
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absolutely appalling service
the phones are never answered and if you ever have a query that requires them to ring back they never do
avoid, avoid, avoid
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-01-03
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2020-06-21
- Comments
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Absolutely rubbish company. I dont usually leave reviews but I felt it was my duty to warn people. The internet is poor in itself. Always glitching when trying to stream Netflix. Always going off and then back on, just inconsistent service. The customer service is probably worse though. First they changed the name on my account without my permission. They only changed it back when I went higher up because at first the customer service advisor wouldn't do anything to help me. Secondly they closed my account & gave me no warning. I received an email saying I had 14 days to pay an outstanding balance & got 5 emails in a row saying different amounts were owed, as it was unusual I rang them and the informed me my account was already closed, it's already with a debt collector and theres nothing they can do about it. They left me isolated without warning and the customer service representative was rude and didnt care at all. Disgusting service. Go with any other company but them.
- 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.