3,751 Customer Reviews over 94 pages
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- Location
- Reviewing
- Plusnet
- Date
- 2022-05-13
- Comments
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So I called the helpline today to cancel my subscription with plusnet, (poor speeds and cost increase) to get an adviser called Stu. From the get go he was rude and arrogant and belittling. As the call went on he explained that I should have had emails from plus to say of price increase, I explained that I had not received any emails from plus, not in spam or junk. Stu gave me the email he had which is not my email never has been. Turnes out that if you haven't given your email to plusnet they MAKE one up for you. So its my fault I haven't given my email....I would have had I been asked. I have left plusnet
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2010-09-18
- Comments
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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
- Reviewing
- Plusnet
- Date
- 2022-10-13
- Comments
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I was a massive fan of plusnet. I was a customer for over ten years and even recommended two other people to it. The customer service has went down-hill completely and I would recommend no one now. One of the people I recommended moved, and plusnet could no longer provide them with the service they were paying for. They rang and were told it was sorted, and that they would not have to pay the remainder of the contract or the early termination fee as plusnet could not fulfil their end of the contract. They later received an email asking for the money owed. They rang again and were told it was the first caller's mistake and it was now sorted. The same thing happened. They called again and were told it was a management issue and it would be sorted this time and not to worry. They were then contacted by a debt collection agency who plusnet passed their details to. Of course the debt collection agency has added on a 25% fee on top of the debt. Plusnet were contacted again saying it's now not their problem as they can't see any details anymore. My friend explained the situation to the agency who contacted plusnet and were told to put it on hold for 10 days until they could look into it. 10 days later the debt collection agency got back in contact again demanding money. Another call later and the agency said they have heard nothing from plusnet, have had to put it on hold again, and are trying to get plusnet to contact them back. This is absolutely ridiculous and unacceptable.
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2020-01-01
- Comments
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Absolutely terrible service, been with Plusnet for almost a year now had no improvements and had multiple engineers saying different things about why the connection speeds are so bad. It’s like there constantly making an excuse for problems and don’t fix it all they want is your money and don’t give it to them. The highest Mbs we have had is about 20 and that’s doesn’t last for long either. There unreliable, unpredictable and the worst broadband ever.
- Location
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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
- Reviewing
- Plusnet
- Date
- 2018-09-30
- Comments
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Absolutely disgusting service. Broadband is rubbish, staff untrained and just cut the phone. Pay for a service and have days with no signal. They refuse to send bills over and put ridiculous charges. Stay away from these !
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2020-06-04
- Comments
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Without a doubt, the worst internet going. If you're reading this just leave and go with another broadband. You can't have more than 3 devices at a time with this heap of ****
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2019-01-05
- Comments
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The worse worse worse worse broadand providers ever.
Broadband reliability 000000.0000 it can stop working anytime. It has stoped working twice for me for no reason and I didn't not get help. Instead they were hiding behind differentissues.
Broadband speed is normal when it's working
Customer service is very bad. I have been on the phone for lone time and j didn't get nothing sorted instead they told me to close this account and open a new one.
Overall satisfaction. Oooooo.oooo
I called them and sorted out an issues. Then whenever I call them back I find that I still have to deal with the same issue again and again. So each time i have to deal with the same issue .Worse, in order to cover for their luck of service, and luck of profrsionalism they proposed to me to close this account and open an other one. Knowing that in this case I will have to pay two accounts until my first contract run out. I mean, it's extra money for them, but for me, instead of doing my work I'll be setting up a new account and paying for two accounts.
They are the worse providers ever. I never had any issue with any other provider. Although they all belong to the same company. They are not all the same.
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2018-11-21
- Comments
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The worst internet I have ever had complained over speeds 6 times this year still no resolve all I got was the line from the interchange is running fine absolute joke. Got virgin running at the same time just to have a stable connection never in my life would I go with these crooks again. I don't know how much they paid for all the adverts but there service is disgusting!!!
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2021-01-07
- Comments
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Rubbish slow and now I lost my number and it happened when I bought a sim for someone else and it deleted my number
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2016-12-18
- Comments
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customer service is poor
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2015-02-26
- Comments
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Very reliable and decent speed but quite frankly the most incompetent outfit I've ever used. Had to make three separate appointments for installation, took a day off each of them and the first two they cancelled without even doing me the courtesy of informing me. When it came time to cancel they said that any outstanding bill would be resolved via Direct Debit yet I have just received an email telling me to pay an outstanding balance or it will be passed on to a debt recovery agency. Their claims about customer service are obviously the product of some jaded and sadistic sense of humour.
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2022-03-13
- Comments
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Very slow and unresponsive and thats just their staff , their broadband speeds are even worse ,its adverts slogan is completely the opposite to its product. Unless Yorkshires idea of doing you proud is to cut off a 77 year old grandmother telephone and sell her debt without a phone call or a letter and the only response of the customer service was we emailed her .(For the record this was over covid so bank statements was not being sent and the fault was between the Bank and the provider). Please do not even consider using this company they are a disgrace.
- Location
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- Location
- 'Fibre Broadband' ... Plus net 'we'll do you proud'
- Reviewing
- Plusnet
- Date
- 2016-12-08
- Comments
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Im sure there are a few people in the country who are delighted with Plusnet and its fibre broadband service. Unfortunately i am one of the seemingly endless number of those who aren't. Since upgrading to Fibre from a terribly slow standard broadband service i have had not a single hour of regular broadband speed. Plus net technical have basically told me to run 5 speed tests which take around an hour each after fiddling with settings to turn off Wifi on the router etc, god help those who dont know how to do this as they sure as hell dont tell you how to.
I like things when they work and will praise when they do, i am not a negative only reviewer but i would strongly advise you chose against plus net. as they wont do you proud and i can only imagine why they were given an award for best broadband supplier recently.
We had a BT engineer visit for 4 hours, who was competent and knew his stuff, he said the issue was with plusnet and if i were with another supplier there would not be an issue.
As always, its not easy to leave such 'broadband' contracts without even more hassle and communication with people on the phone who clearly don't give a monkeys.
So, I am left with terribly slow broadband, fluctuating speeds, terrible customer service and tech support. All for £30 a month, bargain.
- Location
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- Location
- 38 St Vincents Close, Littlebourne Canterbury
- Reviewing
- Plusnet
- Date
- 2019-02-11
- Comments
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My router keeps dropping out. O Saturday between 7pm and 10pm it dropped out 4 times while I was watching Netflix programs. My download speed today Monday 11th Feb is 8.5 Mbs after dark seems to be the worst time for dropping out off line.
it was a solid connection up to approx December last year. My signal level is too low against the noise level especially after dark.
- Location
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- Location
- 4 The Stables, Knockomie, Forres, Moray
- Reviewing
- Plusnet
- Date
- 2017-12-22
- Comments
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My download speeds are ridiculously slow at 2MB/sec, this though is Usain Bolt when compared to my upload speed.
- Location
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- Location
- Abercych
- Reviewing
- Plusnet
- Date
- 2015-12-13
- Comments
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Very frustrating dealing with this company. Spentbover 3 hrs just trying to contact them. I switched from BT and plusnet failed to send a router. "Customer services" said their tech team would make sure I could use BT router then cut me off entirely!!! No phone or broadband for 9 days. Contacted BT to rejoin and they can't get me back up until 30dec !!! Avoid plusnet like the plague.
- Location
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- Location
- Abercynon
- Reviewing
- Plusnet
- Date
- 2015-11-08
- Comments
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If you're considering using Plusnet, take it from me, go elsewhere! The phone line is fine, but the broadband is atrocious. It spends more time off than it does working, and every Friday it is off for at least three hours.
I'm a business and it has affected me so much, I've had to disconnect the best and go with someone else's standard broadband which is 5 gb quicker!!
When phoning to complain, their standard response is one of two things:
We can't see a problem, it must be to do with a problem on your end, or
We are aware of the problem, and we are working to fix it as soon as possible.
There's a reason they are cheap....Their service is useless.
(Unless of course you just want a phone line on its own, which has been fine, but oh wait.....No, they don't do that on its own......
- Location
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- Location
- Aberdare
- Reviewing
- Plusnet
- Date
- 2018-10-21
- Comments
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Absolutely shocking.. I get 1mbps upstairs on my smart TV and that with all other devices turned off. Rang them on and off for nearly 11 months. When I tried to cancel they put me on hold for nearly an hour each time I called. Still not got anywhere with them. Total nitemare of a provider.. next step is to cancel direct debit and launch their router in the bin
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2014-11-10
- Comments
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Customer service was perfect. Had to wait a while to get through to a technician but they made it clear that there would be a wait at the begining of the call. Once through, "Faz" was fantastic. He was very patient and polite and talked me through everything. He was very knowledgable and explained everything very simply without patronising. All in all truly excellent customer service.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2021-09-16
- Comments
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Would not recommend - the router’s power cable stopped working suddenly on DAY 1!!!!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2018-07-28
- Comments
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PlusNet website is a disaster - there is no simple email address to contact them and telephoning requires the patience of a saint!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2018-03-11
- Comments
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Terrible customer service, bad technical support. They all lie if they don't know the answer to a question. If you have a connection issue they will blame it on your router. When you buy a new router they blame it on your line. When you wait in and the engineer finds no fault at you end. They'll make needlessly disconnect you phone for days then say they have send the Engineer out again, "forgetting" that he was only here a few days ago. Eventually they discover the numerous faults at their end. Faults are always at their end! Then when you decide to leave Plusnet you suddenly you start experiencing the same unreliable connection that you had 6 months ago. Then they lie... Occasionally you get someone who isn't as thick as two short planks but that's very rare. Don't use them and watch out for other so called providers that are "serviced" by Plusnet too.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2020-09-23
- Comments
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STAY AWAY! Dreadful customer service, I set up PlusNet for my 84 year old father, it was only supposed to be £22.99 per month but they took nearly fifty pounds out of his account. They appear to have taken over his pay as you go mobile and are charging for that when his mobile number was never included in what I set up. When I contacted their customer services I got a woman with a foreign accent which was so strong I couldn't understand her but she refused to discuss the account with me because I wasn't the account holder (even though I'd set up the account and my father wouldn't know any of the details if they'd spoken to him directly). I asked to speak to someone in charge and she refused to transfer me, she talked over the top of me constantly and ultimately refused to deal with me even when I'd explained the situation. DREADFUL....ABSOLUTELY DREADFUL!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2017-02-23
- Comments
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I had been with Plusnet for 17 long and expensive months and had just one month to go of an 18 month contract when I was moving house.
In that time the fibre broadband was the slowest wi-fi I have ever had, its like 90's dial up, had six routers and four engineer visits and the bills were in the region of £50 a month. The fibre struggled to cope with two laptops and a Now TV box. Felt like I was throwing my money down the drain.
When I was moving house I thought they'd let the one month early exit go but they didn't. I didn't receive a bill, call, email or a text for the outstanding balance so I couldn't pay a bill I didn't have or know how much it was for. Plusnet had immediately sold my final bill to a debt recovery agency who contacted me. Neither of us were pleased about it. I got the impression that Plusnet had done this to them before.
I phoned the ICO who said they were interested in my complaint but did nothing when I put it in writing and I thought they were just trying to justify their own existence and keep themselves busy.
It's unfathomable why Which? keep giving Plusnet awards for service, I don't believe a word Which? says now and wouldn't base a decision to buy anything in its word.
The friend who recommended Plusnet is still with them but will be leaving soon when his contract is up for renewal, he's not a fan of BT and didn't know it owned Plusnet.
I moved to TalkTalk almost a year ago without incident. I've got their cheapest free broadband and the bills (including anytime calls) is just £22 a month. Talk Talk have had some bad reviews but I haven't had a bit bother with them sO I'll be staying with them for the foreseeable.
I don't know how PlusNet is getting away with this. Dire products, dire service from a dire company. Potential customers should have a look at their Facebook page, that'll open your eyes and when you've read the comments you'll go elsewhere. Avoid this company at all costs. If PlusNet is the only telecom company in your area and you have no choice but to use them, move house.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2017-09-07
- Comments
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Absolutely appalling service. How can as service provider company operate on this low level of competence is beyond me. I received an e-mail telling me I have overdue cancellation charges to pay. It included a phone number to phone and to settle the changes. I phoned in only to be told that they no longer take payments over the phone. Not a big deal, the automatic answer points me towards a website called plus.net/pay to settle the bill. I type it in and of course it comes back with an error. Left with no other options I am phoning in again, am told the waiting time to speak to an advisor is currently 15 minutes. I have already been waiting 35. Plusnet, I suggest you sort out your service because you will have no customers left. In today's world filled with broadband companies and choice, you really need to rethink the way you treat your customers.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2018-03-02
- Comments
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Terrible! I would not recommend them to anyone. It took 8 weeks and endless phone calls to listen to incompetent customer service dance round questions and give false promises about getting sending an engineer to fix the wifi. After so many pathetic excuses and promised dates I cancelled and then got my wifi up and running BT within a week. Plusnet will do you proud? They did anything but that...absolute waste of time and money!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
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Would not recommend plusnet. Compete disaster from begin to end. Order went though wrong, had three missed visit from BT openreach to change from previous supplier. Was out of broadband for a week as a result. Speed is stockingly unreliable. 10mb is the normal speed, but will suddenly drop to as low at 100kb. Making steaming video or even web browising impossible. Completly useless. Extemely dissatisfied with this company.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2016-03-16
- Comments
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A total disaster. The phone and broadband activation day came, the phone got connected but the router didn't arrive. I called them only to find out (after 45 minutes listening to music) that "the router had been cancelled" because there is no fibre available in my area!!! Keep in mind that my fibre broadband from sky was working till 2.00pm that day! I was offered a simple copper broadband that could be installed in 4 days! No explanation why I was not notified about this "issue" before hand and as usual the cheap and with no substance "apologises" and "sorries".
Called back again, this time the cancellation line. This time they magically found that "there is fibre" but I have to wait 5-10 more days. In the meanwhile no internet. The saga continues...
- 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
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2015-06-16
- Comments
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Avoid at all costs!
Switched from talk talk to plusnet 2months ago. Broadband speed is okay but our nowtv and Netflix freeze often where as this never happened with talk talk. Apparently the same broadband speed.
Our current deal is an 18 month contract -12 months free broad band and we only pay line rental then after 12 months we pay £9.99 plus line rental.
However we are having to move house and plusnet have decided that this is going to cost £65.90 plus after our 12 months of free broadband instead of paying £9.99 plus Line rental we will need to pay £17.49 plus line rental. As if moving home wasn't expensive enough. Other options were if we took a new contract for 24 months and lost the 12 months free broadband and payed the rate of 13.50 plus line rental then we could have the move for free but then stuck with awful broadband for two years. Or we could cancel our contract and have to pay £195.05.
It's a shame as if we hadn't of switched - talk talk would never of charged us to move or increased the contract price. Will have to pay the moving fee and then the increased price of £17.49 plus line rental till our 18months is up and I will never buy anything from plusnet.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2017-10-02
- Comments
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My broadband connection is unstable and unusable at times. If at first they don't succeed in fixing a fault they make you wait a while and repeat the same process(weeks). Obviously this does not work. So they will try to send out an Engineer again, make you wait again for another 5 hours and charge you again and the fault will still not fixed! It is also expensive to to phone using my land line. Long waiting times for support calls to be answered. only saving grace here is that they have a 0800 number so you can call support for free. Steer clear and do not sign up with Plusnet.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2017-12-06
- Comments
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Atrocious customer service. If a human being can answer the phone at my national banking service within 3 rings, why does it take Plusnet 45 mins plus? And their Live Chat is never available as there are no customer services representatives. Appalling. I'd like to query my last bill but I can't because I can't contact anyone.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2022-06-08
- Comments
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Almost at the end of my 18 month contract- thankfully!
WiFi started dropping out after a few months - had to reboot router to get it going again. Some devices just wouldn’t work or would work intermittently. In the end I found a thread on their community forum with literally 1000’s of comments on it that had the exact symptoms of the internet service I was receiving - turns out the router is known to be defective! I did manage to get a firmware update pushed to the router that made it more stable but I do still have drop outs of the 5gHz occasionally. I will definitely be changing provider.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2015-04-04
- Comments
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I have been with plus net for over a year and I was very happy with the service until I moved house!!
It has now taken almost 3 weeks to get my fibre broadband set up due to an error made by the employee who ordered my fibre not organising an engineer. I say 3 weeks but as yet I still have no internet!! I contacted customer services and complained. My complaint took several days to be acknowledge. I was contacted by plusnet who apologised for what was happening. I was told an engineer would be around sooner but infact it's actually now 3 days later than originally stated. To say I'm not happy is an understatement as I need internet for work purposes! I will certainly not be staying with plusnet in the future!!
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2018-01-10
- Comments
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Webmail barely works. Customer service unhelpful. Wifi cutting out daily. Lucky to get 1MG download.
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2022-04-29
- Comments
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Terrible.
It's my elderly Mum's account and we moved from PlusNet to John Lewis exactly a year ago - it even says on the plus net account this is the case - but have found out that she was being charged by plusnet as well! Customer service... well, after waiting over 30mins I spoke to an advisor who told me there was no way this could happen, asked to be put back on hold, then cut me off.
Mum is down £211.99 and I'm still trying to get hold of them. This is after a year of bad billing and all manner of mistakes by plusnet previously.
If you want to keep sane, stay far far away from this shambles of a company.
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2017-03-27
- Comments
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Truly appalling customer service. When tried to complain was transferred around several departments. No one seems interested in the customer experience. This may have started out as a good company but now they are at the rock bottom along with BT
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2016-05-18
- Comments
-
I tried to join plusnet but they cannot even sort the line out so I have cancelled my order. second rate!!!!
- 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.