3,751 Customer Reviews over 94 pages
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- Location
- Reviewing
- Plusnet
- Date
- 2018-01-18
- Comments
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broadband speed around 16Mb most of the time. ok for PC but has trouble with some TV progs, has to play catch up when watching some movies and pixilating on some channels, another big thing I am not happy with is the price, when I first started with plusnet it was around &30pm it slowly creeped up to over£40pm, I went to customer service and removed caller display and dropped it down to about £36pm, it has now increased once again to over £40pm, I'm a pensioner and have to watch the pennies, so am not happy with these stealth rises
- Location
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- Location
- essex
- Reviewing
- Plusnet
- Date
- 2022-08-14
- Comments
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£75 reward voucher offer is just a scam.
Lots of complaints on the forums people not receiving this.
I have spent ages trying to get through to the non existent "award winning customer support" that doesn't actual answer the phone and is not contactable through email.
The voucher never arrives.
then price displayed is therefore false and attracts customers under false marketing.
better deals and support elsewhere.
Horrible experience, avoid.
- Location
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- Location
- HOME
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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I would like 'get connected' to explain what an ADSL connection means to an 84 year old. It took me all day on chat line to get this info. My computer is upstairs and so the cable instuctions about the telephone line on the same floor as the computer confused me. was not correct in my case.
- Location
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- Location
- Crewe
- Reviewing
- Plusnet
- Date
- 2021-07-01
- Comments
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What a bunch or lying cowboys!! Lousy customer service, gross incompetence and they LIED more than once. Do not use them, do not trust them. They cost us a lot of money and grief! AVOID!!
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2017-07-20
- Comments
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I moved my business telephone, broadband and web hosting to Plusnet against offers of services and support that have not materialised. Plusnet failed to communicate adequately about the transfer of the phone, made a hash of the transfer of email and failed to transfer web hosting. Staff have been brusque at times and initially denied there was any error before then admitting mistakes had been made "by their system". Overall a very poor experience and not one I will repeat. The old expression is true "the bitterness of poor service lingers far longer than the sweet taste of low price". Richard Alliston, Corporate Finance
- Location
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- Location
- didcot
- Reviewing
- Plusnet
- Date
- 2016-09-20
- Comments
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long queues to online chat or phone support, confusing website for making contact, customer since 1995, not as good at support as with previous experiences
- Location
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- Location
- York
- Reviewing
- Plusnet
- Date
- 2015-07-08
- Comments
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Tried to move home and take Plus Net with me. Contacted them with plenty of notice and was told it'd be installed in new home just a week after I moved in. Ok, a bit longer than I'd hoped but fair enough. Then something went wrong - 'the order wasn't built correctly'. So there would be a delay from July 3 to July 7. Annoying, but ok. Had to call them for an unrelated issue so thought would check if was still on for 7th. Apparently not (not that they'd bothered to tell me). Would now be the 10th but they'd call back to confirm. no call. I contacted again on June 6 - he would look into it and get back to me - he didn't. I rang again on July 8 - now looking at July 17 for earliest. Again, only found this out because I rang. Asked how much it would be to contact - as I'd signed up to a new contract would be over £200 to cancel, even though they're not actually providing me with any service. A joke. Very tempted to cut my losses and pay the money the customer service has been that bad. Happy to provide you with my user name plus net if you want to leave a reply, though i'm sure i'll just get a generic, we're doing all we can message.
- Location
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- Location
- Basingstoke
- Reviewing
- Plusnet
- Date
- 2021-03-26
- Comments
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As others have said, it's reliable but when it breaks get ready for an hour plus wait to get through to the service desk who generally back off to OpenReach. These days, PlusNet are a typical crafty, money grabbing, rip off service provider. Watch out for those in build 4% annual price hikes. BT's influcence I have no doubt and I am taking my custom elsewhere.
- Location
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- Location
- Notts
- Reviewing
- Plusnet
- Date
- 2016-07-25
- Comments
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Extremely dissapointed with plusnet. Offer promotional discount of £50 which was not recieved and now I am locked into a contract.
They will not reissue the missing cashback
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2018-04-11
- Comments
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Great customer service they’re having a laugh
They are charging me £30 for going to another provider after the minimum term has ended. The small print says if I leave p-net and don’t go with a provider that uses bt I have to pay £30 termination fee. Thanks for keeping that quiet
Don’t trust anything they say
- Location
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- Location
- West Berkshire
- Reviewing
- Plusnet
- Date
- 2017-01-31
- Comments
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Started off well but has deteriorated.
I was initially very pleased with the service. It started out well with download speeds of up to 9 Mbps (slightly over the promised 7-8 Mbps). This further improved to 16 Mbps when the local exchange was upgraded in early 2016. However since late November the best speed has been a consistent 5.5 Mbps.
Having had to wait 40 mins on the phone to report a line fault (a faulty connection on the overhead line rectified by openreach) I was not keen to repeat the experience to discuss the slow speed, so looked for an email address instead, only to discover there isn't one!
So their "award winning customer service" boast rings somewhat hollow with me.
To be fair I have had no problems with reliability (apart from during the line fault for which they can't be held responsible), so it's such a shame about the loss of speed and poor customer service.
Gigaclear have just brought fibre to the village, so when my line rental runs out in a few months I intend to give them a try unless the situatin improves.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2020-09-07
- Comments
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Did not warn me about the end of contract and raised the monthly payments. When I contacted them theysaid because of the age of my contract they were not obliged to (customer service) Moved to another provider. I cancelled my direct debit and asked them how much I owed up to cancellation. They wouldnt tell me. They said I had to pay the whole month and that they would refund by cheque within 5 weeks what they owed me. They didnt of course. I gather they have been fined in the past for this type of behaviour.
- Location
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- Location
- Harrogate
- Reviewing
- Plusnet
- Date
- 2017-01-09
- Comments
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No problem with joining and the speed of service. Sad that that is something that needs to be stated as it the product that they are selling. All goes down hill from there.
Sadly their customer service leaves everything to be desired.
I took on a years contract & paid upfront for line rental. No problems with that except that when I transferred to another provider at the end of the contract, Plusnet automatically put me on a rolling monthly contract that started AFTER the transfer date and despite them knowing full well that I was leaving them. Fortunately I had cancelled the direct debit once they'd collected the balance of call charges. I've been receiving threatening emails and texts ever since demanding money for a service I didn't request and has never been provided!
Trying to speak to a human being is nigh on impossible and when you do get through they put you hold for 8-10 minutes whilst allegedly checking records.
At the end of this they claim that I am at fault for not ringing them up to cancel a service I didn't order - go figure.
Eventually spoke with a human in mid-December who seemed to understand and committed to putting things right FROM THE ACTUAL TRANSFER DATE in NOVEMBER. No surprise that I'm still getting emails saying that my "request to cancel" will be done on 16th Jan!
These people are a complete joke.
Won't be joining Plusnet again. Ever.
- Location
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- Location
- Petworth
- Reviewing
- Plusnet
- Date
- 2015-06-17
- Comments
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After changing from SKY I signed up for 12 months with this lousy bunch.
The speed is the same but the supplied router is absolute rubbish with poor signal in places at home where previously with the Sky router was fine. Router is in the same place after contacting their help line I was told to try other channels which I did without success I was told I should buy another router Im not prepared to do that I was told I would get the same service as my Sky a/c and as I was using an Ethernet cable I was ! Well after changing to save a couple of quid it has cost me more on our Mobile phone bills as we constantly run out of data because our mobiles connect up to cell rather than find the poor wi fi signal. I'm stuck with them as my contract still has 10 months to run
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
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Just been introduced to Plusnet and told they were very good . So I signed up for m
Home fibre broadband , call package and mobile phone .
The mobile phone sim NEVER arrived even after a chase up call and a promise of delivery in up to 3 days . Today 24/7/20 my phone service went live at 5.45 am and a text message to say it had , I got a friend to come round after work approx 3.45pm to plug in the router and set up the Wi-fi for my phone and tv . After plugging in the router and powering it up , no broadband connection , so reading through all the trouble shooting guides and still no good . So had to call up Plus net . On the phone for 1HOUR AND 3 Minutes waiting to talk to the tech department , while waiting the router started working . So I then hung up . I read all the bad reviews and thought they couldn’t be correct . BELIEVE ME THEY ARE . DONT GET MIXED UP WITH THIS COMPANY , YOU WILL REGREAT IT UNTILL THE END OF YOUR CONTRACT , They need lots more people in there call centres workin , they blamecovid for this ,BUT THEY ARE A TELECOMS COMPANY AND THEY HAVE THERE STAFF WORKING FROM HOME , BUT STILL CANT PROVIDE ANYTHING APPROACHING CUSTOMER SERVICE
- Location
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- Location
- York
- Reviewing
- Plusnet
- Date
- 2017-11-09
- Comments
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Firstly let me say that all the adverts you see about "who is the best" with broadband speed is totally wrong. Speed is ultimately dependent on the area you live, the density of the population you are in and the quality of the cabling. I was told the best prices only relate to how remotely you live!
I have only been with Plusnet for twenty four hours and in that time since I handed over £234 they have messed up my password, made a mistake with my phone number and sent me eight emails with conflicting information. To try and put things right I have spent 45 minutes on a chat page which ended in no satisfaction and then a further 45 minutes waiting on the phone to speak with someone. When I finally got through I told the operative about the email saying I was to get a new phone number and she said she would ensure I kept my existing one. Today when I opened my email there was one from Plusnet saying my home phone with Plusnet has been cancelled!So another twenty minutes waiting on the on the phone to Plusnet to ask what is going on. Only to be told that as the phone had been cancelled it would now take longer to get connected to keep my existing number. After all the mistakes Plusnet have made in the last 24 hours with me not one of the people I spoke to apologised for their errors! So much for their outstanding customer support! Time will tell if things improve?
- Location
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- Location
- Plymouth
- Reviewing
- Plusnet
- Date
- 2022-04-27
- Comments
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Customer service is non existence. You cannot contact them by phone. After repeated calls I still have not spoken to anyone ( at least 20 calls, kept on hold for 30 minutes each time ). DO NOT SIGN UP TO THIS SHOWER, THEY DO NOT CARE ONCE YOU SIGN UP, ALL THEY ARE INTERESTED IN IS YOU MONEY.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2017-07-26
- Comments
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Ugandas wifi is better than plusnet. We pay extra for fibre and dont receive an upload speed above 1MB. Download is like 20MB which is ok. It is awful at multiple devices using Internet at once. For example playing a game and streaming a 720p or higher film. Will cause either to lag. Downloading will destroy the Internet for everyone but the downloader
- Location
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- Location
- West Wales
- Reviewing
- Plusnet
- Date
- 2016-01-01
- Comments
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Very poor customer service. Refused to accept report of a fault on the phone line from me and demanded my disabled mother leave the house putting herself in danger to get to a working phone.
- Location
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- Location
- Leyland
- Reviewing
- Plusnet
- Date
- 2016-03-04
- Comments
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I have been with plunsnet now for over a year I am fed up with them .i bought a licence off them so that could get onto my ccv notwork at first great but in the last 6 months it failed or works intermittent . I am fortunate that I have IT man to take a look at what's going on he found that they had changed my licence number . He got onto them about they tried,iced to fob off but he stuck to his guns and Mamet.hem look into it the licence they had changed me to belong to somebody else so he got them to put right there and then, they said they were sorry but it's because they had been updating their equipment my friend said its the usual old stand by statement. It worked ok for two weeks but we are not getting connection on a regular bases we have checked the licence number is correct he said that the router as a fault so to ask them for a new one still waiting for a reply .i won't to leave them and go back to my previous provider but I have paid my line rental 12months in advance and they have told me if I leave I would not get any of my money back as its a binding contract . I can't wait to get away from them I have never had such bad service I was a fool I was talked into joining them as I was told it was good value against other providers I won't make that mistake again
- Location
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- Location
- Haslemere
- Reviewing
- Plusnet
- Date
- 2021-07-01
- Comments
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I moved from Vodafone to Plusnet to save a few pounds a month. Worse decision of my broadband life. The Plusnet router/modem is so cheap and rubbish. Initially it did constantly disconnected any WIFI devices connected on the 5ghz signal. This was fixed via a firmware upgrade but only if you founf the thread on the support forum and requested that "Bob" updated your modem manually. Now the WIFI is intenittant, somedays its great, others I have to put up with my teenage children complaining about poor WIFI signal strength or the complete dissapperance of both 2.4 and 5ghz channels. I wish I had not moved.
- Location
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- Location
- Knutsford
- Reviewing
- Plusnet
- Date
- 2015-12-16
- Comments
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They give you a 14 day cool off period but don't install line for 21 days, so if no good how can you cancel if service/support are not up to expectation. They set up my Account Name incorrectly and then asked me to change it on line !!! If you could get £1 for every time a PlusNet "Customer Service" representative said sorry you would get their product free of charge. BT are no better, oh they are owned by BT, what a surprise.
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2018-12-27
- Comments
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The call centre wait times are a min of 30 minutes. Nice people to speak to but the Router is rubbish. If you live in a busy WiFi area avoid them as it can't cope with having to change channels to get a better reception. Because of this the download speed drops to 0.05mb and they say that isn't their problem apparently. I'm not paying for dial up modem speed
- Location
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- Location
- Bootle Station ,Cumbria
- Reviewing
- Plusnet
- Date
- 2020-10-24
- Comments
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I joined PlusNet as they were a fair bit cheaper than BT but are still part of the group, which I thought would be useful for answering line problems. I have had an ongoing lowering of speed problem since July. At first +net were'nt listening. After at least 4 Openreach Engineer visits they say they have found faults. Their reports are passed to + Net who show me all the BT conclusions and the report there is a good adequate signal.After a week I am back to square one with the speed. I feel sorry for +Net and put the lack of skilled effort at BT's feet.I would have the same problems with whichever supplier I engaged.PlusNet bravely try to tell us that Their Fibre broadband is wonderful but until BT are made to get rid of verdigris covered wires and junction boxes underwater or up poles with covers flapping in the wind etc instead of investing Millions and millions of £ into football the suppliers have their hands tied ,badly. I'm going to stay with +Net until it's sorted.I've been paying for a landline for 50 years and the best BT can do is 6.5mbps (if that some days.). That is my experience.
Andy Waring
- Location
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- Location
- Bromsgrove
- Reviewing
- Plusnet
- Date
- 2018-05-24
- Comments
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Moved from BT to Plusnet 6 months ago and have been very disappointed with the poor service. When it works the speed is good but it is extremely unreliable and constantly drops out and makes using it for anything impossible, including sending this review (crashed the 1st time I pressed submit). Avoid!
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2019-04-30
- Comments
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I had been with PlusNet for 12 years until recently.
In the beginning they were a forward looking company that employed technically competent customer service staff that understood what a static IP address, DNS records and Linux are.
Over the last 3 years (currently 2019), they have made gaff after gaff and I now actively encourage people to avoid them.
Customer service takes over an hour per call on hold and usually requires 3 or 4 calls to get anything resolved.
The final straw was a £300 phone bill due to someone hacking my line, despite the account having a £50 cap! This, followed by a price hike and refusal to match the "new customer" offers made leaving them a simple decision.
Good bye and good riddance!
"We'll do you proud", more like "We'll proudly do you".
- Location
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- Location
- Sandhurst
- Reviewing
- Plusnet
- Date
- 2014-12-03
- Comments
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Not the greatest service out there, but it is slightly cheaper than BT. Broadband speeds vary greatly and are not consistent. I have often noticed service drop off which although temporary are very frustrating. Calling customer service results in a 45 minute wait on hold. My contract is ending soon and I will be looking to change provider. If you are on a budget this may be a good option, but the frustration of slow speeds isn't worth it for me.
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2016-09-20
- Comments
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Have been with PlusNet since January 2007 - they were very good at that time. in the last 3 years or so they have begun the slide to TalkTalk status. They are abysmal I am looking for another supplier and will move asap.
Many on this iste feel the same. When I signed on with PlusNet WHICH placed them at the top of the satifaction charts. Where are they now?
- Location
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- Location
- ALLOA
- Reviewing
- Plusnet
- Date
- 2017-06-16
- Comments
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Don,t believe the ad about customer service. I had the rudest, most unpleasant conversation with a young woman that i have ever encountered, and i was only trying to pay a bill.!!
- Location
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- Location
- Lancing
- Reviewing
- Plusnet
- Date
- 2017-07-06
- Comments
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Terrible service is all aspect but cheap. Guess you get what you pay for
- Location
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- Location
- East Midlands
- Reviewing
- Plusnet
- Date
- 2016-03-06
- Comments
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How PlusNet gets away with its advertising is beyond me, their customer service is appalling I was charged for nearly two months of Fibre when they hadn't even provided it, speeds are much slower on Fibre than I was getting from SKY the whole customer service thing is a myth. If you are thinking of switching don't.
- Location
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- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2019-02-27
- Comments
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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
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- Location
- sutton-in-ashfield, nottinghamshire
- Reviewing
- Plusnet
- Date
- 2014-05-26
- Comments
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I had PlusNet broadband put in due to the English based customer service and support, what I didn't realise was how often I would have to ring them.
Was sent a faulty modem which only after a month of no broadband they sent a new one out which does work but will need resetting regularly which they send you instructions of how to do this so you don't have to keep ringing them. I would not recommend PlusNet and when contact up with them will be changing.
- Location
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2016-02-01
- Comments
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Moved at the beginning of January to unlimited 'fibre'+. Speed dropped off and now 30% slower than my previous ISP. Upload speed is 0.03mbs so FTP is a nightmare.
Very disappointed.
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2021-05-19
- Comments
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Advertised as having award winning customer service. If their broadband worked and you got the service that you paid for then they wouldn't need customer service.
Consistently slow speeds at more than 20mbps less than advertised, days on end without connection, the router provided is more use as a doorstop. There is nothing about Plusnet 'superfast fibre' that I can recommend. Just terrible.
- Location
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- Location
- Haywards Heath
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
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Customer service and communication left a lot to be desired. Their attitude down the phone was horrendous and the internet speeds they were boasting wasn't worth the hassle tbh. It wasn't particularly quick or reliable and the router you get is below par when compared with competitors.
- Location
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- Location
- Okehampton
- Reviewing
- Plusnet
- Date
- 2018-10-19
- Comments
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I have just spent 32 minutes holding on to speak with someone about my poor broadband connection. Have now given up as all I've got is music and a message saying sorry!!!! It takes on average 44 seconds for each page to load. Even had "problem loading page" message due to interrupted broadband when trying to get to plusnet site. Not impressed. A year ago I would have recommended Plusnet to anyone. Now their customer service is non existent.
- Location
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- Location
- bedfordshire
- Reviewing
- Plusnet
- Date
- 2022-04-28
- Comments
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I have tried several times to query my bill. No-one picks up. There is no email address and chat has been stopped. So customer support is non existent
- Location
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2017-11-23
- Comments
-
No problem with them right up.to the point where I had a problem with my broadband being intermittent. Since then its been hell. Ive spent about 11 hours on.the phone so far over a week most of it in a queue. After about 7 calls i now have no broadband at all. Their attempts to.fix it have actually had the opposite effect. They are now busily ignoring me. As a result I have cancelled and will be attempting to get a refund for service ive paid for but not had. Wish me.luck...
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-01-10
- Comments
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Its not the best but its cheap so not to bothered so long as it worked, then the price went up and all of a sudden its poor service for proper money and thats not on, you can contact them online etc, but not to cancel their contract, post or phone call it is.
- 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.