Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.4 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.3 stars

Based on 5835 customer ratings since 2018-12-11 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2859 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Avoid this broken company! Calling support can take over an hour. They allowed my line to be taken over by another user! despite having spent 89 minutes in a queue to ask them to make sure this does NOT happen. They promise to call you back but never do!! I have wasted hours.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Plusnet  
I have been with Plusnet for 3 months and have superfast broadband. Quality of service, price, broadband speed and quality are excellent and exactly as described in my contract. I do not have to speak to Help/Centres overseas which is a big plus. Have had Virgin, BT and Sky in the past Plusnet is so much better. Virgin might claim faster speeds but no good if your system has repeated outages.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rochdale Plusnet  
Recently we had been experiencing a high level of drop of signal on the wi-fi and a definate throttling of the diwnload and up load speeds.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Honiton Plusnet  
Do net use this broken company.
their support does not respond or help. they havw2 promised to call back to update on my disconnected service seven times and broken their promise every t8me. disgusted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Manchester Plusnet  
Plusnet are living off past reputation, that is no longer deserved. Connection on fibre drops out repeatedly over the hour and had no success in extracting an investigation or improvement from Plusnet. Service is almost non-existent. For example I called just now to cancel BT Sport after it's doubled in price. Waited 6 minutes to be connected, and then the operator connected the call and disconnected it immediately (can only assume to improve their stats during long wait period). Switch to 'Live Chat' and that is offline as well. And there is no email facility to raise a ticket. Was once a good provider but BT have killed it off.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
Speed is terrible, I recently signed up for the upgraded they offered but the speed just gradually got slower not faster.
Trying to contact Plusnet is near impossible, you cannot email them, only option is online Chat or phone, for online Chat there is never anyone available at a convenient time and on the Phone you queue for hours.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
South Leicestershire Plusnet  
I’ve been with Plusnet for 10 years and I’m now at my wit’s end. This company has lost the plot. Avoid at all costs. Ineffectual CS, low staff morale, slow speeds and unreliable service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wilson Plusnet  
Why you have to avoid PlusNet with any cost!

Guys, I order broadband from Plusnet at 5/6/19 and they install it on 27/06/19, I say ok this is a normal process they are busy etc, no complaints about this delay.
Then I start using my broadband and I never reach the minimum guarantee speeds they offer since today 8/6/19, let's take the story from the beginning.
When the engineer comes and install my line, the average speed was 0.78 download with 800+ping, after one day I call the customer support and they told me that need a few days to be established, I was waiting another 5 days the same, after this and from 5/7/19 I start to call them every day(spending around 30 mins each call), I upload 3-4 speed test from BT wholesale wired with my router as they suggest me, and still do the same till today.
Some times they told me that can see the fault, others they told me that I have 7-8Mbps speed and my internet is fine, they booked 5 times until today an engineer to come and check the problem but the engineer never comes, they say it was external problem and now is solved, unfortunately still have 0.48 download speed with 800+ping.
I told them guys as you are not able to fix the problem after all these times and after spending hours to discuss about this (and I mean many hours), please cancel my contract and they say that they have to charge me or they can offer me faster broadband, as they can’t find a fault.
The funniest part is that
They delete all my previous messages with all discus we had via their website( extra time for this) and they say that they can't find any older complaints about my issue. Luckily for me, I have printed all the conversations I had with them, all the speed tests I run and show to them, and now I am looking to find all the agencies they are involved with broadband providers and make an official report about Plusnet.
So if you don’t have time to waste, find a proper provider, this company takes 0 ratings from my side.
Any suggestions about where I can report them, feel free to reply
Thank you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
Guilty of false advertising many times you simply cannot trust a word they say. Customer servcies and support are with you until you are up and running then they simply fade away for ever, not even answering the phones any more. Cheats and liars and shameless about it.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Plusnet  
I have lived in my current address for 7 years, have used 2 other Internet providers and have never had an issue before. However, I have had issues with my broadband as soon as i transferred to Plusnet. I called and was told the issues were due to the transfer and would settle within a couple of weeks.

The issue is that the router goes down and shows a red light along with a red 'b' then the blue light will come on but we are unable to connect any devices to the router for a couple of days. Then the router will randomly start working again and we will be able to connect to it.

The issues didn't settle, so i called back and was told it is a router issue, so i was sent a new router. The issues are still ongoing, so i have called multiple times and have had to change wireless channels, reset router, etc. Which has not sorted the issue. I called back today and have been told it is a router issue again, so am being sent a 3rd router in less than 3 months.

There are long waits for customer service and some staff have been awful and made no real attempt to fix this issue. One member of staff was great, but still unable to sort this issue. As long as they are getting Internet into your property they do not make any attempt to fix issues. Oh and apparently Plusnet does not guarantee that you can connect wirelessly to any devices. I have been told to buy a new router or use devices connected to the router using a cable. Which would mean phones and tablets can not get connected.

I will be making a complaint to the ombudsman and advise anyone else who has issues that are not resolved to do the same. I joined Plusnet because of the apparent awards for great service...... What a mistake!! Worst company i have dealt with for phone and Internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Plusnet  
Crap service, dodgy internet, endless hidden fees. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Plusnet  
Worst Customer service "In The World".
Took 2 days and about 5 phone calls to finaly get broadband working, it only needed 1 word in router setup changed, then was told there Maybe a fault on my line, wasn't there with all other providers before Plusnet, and they would have to send out an engineer even though a Open Reach engineer had been in my house and tested my line 2bdays before this but if was informed that if NO fault was found I would have to pay for engineer event hough it was Plusnet telling I had a fault?
After complaining I was offered chance to cancel my Plusnet contract witch I didn't but they failed to inform me that buying doing this they would cancel my phone line immediately and I would lose the home telephone number we have had for the past 26yrs.
Its 8 days later today and I'm still having to chase them up for the £215.00 line rental money I paid up front.
STAY AWAY FROM PLUSNET!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Wales Plusnet  
Very reasonable pricing and a very good steady service on fibre.IF there is a problem you can speak to a proper English speaking person who knows what they are talking about and will help!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Maidenhead Plusnet  
Utterly awful!! WOULDN'TRECOMMEND TO ANYONE. I signed up with these lot told me it would take up to 2 weeks, 15 days later they tell me it actually takes up to 3 weeks to get connected so because of that and much more I cancelled with them and they told I would take 3-5 working days to get my refund . 5 days later no refund so I contacted just to get told some FALSE INFORMATION that it takes 5-10 working another few days later no refund so I decided to call them again and here comes the SHOCKER they can't refund me as they don't have my bank details BECAUSE (which had I not called I would not have known) ALL MY DETAILS HAVE BEEN DELETED from their system yet they still ask me for "MY DETAILS" so they can speak with me ( strange) now the only way to get my money is through cheque and that takes 20 days if not more as They are NOTORIUS LIARS!!! lies after lies it took them under 2 mins to take my money but a whole eterny to give it back and bear in mind I'm not the only who is experiencing or experienced their is a whole lot complaints about ex customers NOT GETTING THEIR REFUND BACK just cheque it out on the plusnet cancellation refund community website..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochdale Plusnet  
I was with Plusnet about years ago I pay for fibre optics which was £14.99 a month then to be told 12 months down the line that I was paying for something I wasn't getting and was told that I would get full refund on this which should have been £179.88 but they only pay me £80 with my calculation you still owe me money I left Plusnet in August last year and went to Virgin I am now still being charged form Plusnet saying that I owe them a month's worth of internet and phone line where in reality Plusnet you owe me money I do not owe you anything I don't get how you can be a Ward winning company for the last 6 years you charge people for stuff that you do not have and your customer service people are rude and disrespectful... I really don't understand how you can be award-winning
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
My phone went dead and my broadband speed went down and became even more reliable when a local telegraph pole was replaced without warning. Plusnet should have been able to get that sorted with Openreach, but it was a struggle and a saga.

In brief, it took 21 calls and a total of two hours on the phone, plus a formal complaint to get action. Two engineer visits from Plusnet couldn't be honoured by them, and it took two more to fix the issue when one would have done. Different people gave different advice about company protocols.

Here's some advice: get online to your account right away, and put in a 'question', labelling it a proper commplaint at the top of the page. This will transfer your issue to a different team, who will give you a number to call directly(0800-5872677)so you don't have to go through the usual switchboard routine and the horrendous wait.

Even when dealing with the 'customer advocacy' team, expect smoke and mirrors. Sure, they are scripted super nice to you, but were ultimately indifferent. I judge success by results: it took one week to get a phone line back and two weeks to get the internet back to reliability and up to speed. That's not a good outcome!

Meanwile they have kept me paying for an old slow service for years while they have better options. They will send a cheque for about £37 compensation (derisory!) and I will get a call to advise me about better packages. I'll be voting with my feet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Merseyside Plusnet  
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.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
London Plusnet  
I moved house on 13 July 2019. At my old house, I had Plusnet broadband+phone service. Internet access is vital to my work (and modern living). They gave a an engineer appointment date 15th July after calling them 2 weeks in advance. I paid all the installation charges (£100 Plus). I took off from my work and despite waiting in all afternoon on the day , the engineer didn't show up. A quick search on Google reveals that this a common failing, especially for Plusnet it seems. Neither the engineer nor Plusnet bothered to contact me. I called Plusnet, and was on hold for 30 mins to find out what was going on, only to be told that Plusnet didn't know why the engineer hadn't showed up, and the chap I spoke to said Openreach failed to make the appointment, that they had no real excuse . The soonest they could offer to send an engineer was after 2 weeks.This is not acceptable, I lost whole day since I took off from work and i don't have internet for 2 weeks. I asked them how they are compensate me on this? Lady replied they didn't sign the ofcom voluntary compensation scheme, which say provider has to pay £30 per day for missed appointment and delayed repair following loss of service £10 per day. Since Plusnet is not signed with ofcom, they can't provide any compensation. It is very frustrating because I lost my work, no internet service for 2 weeks and money, it completely Plunet mistake because they didn't communicate me. They are not bothered to do anything. There is no rules or regulations in this country to avoid these things in the future ??
Covnetry Plusnet  
6 months of Plusnet HELL! Took them 6 months to sort issues of continuous Plusnet Broadband service drop offs, plus 10 engineer home visits, plus 2 routers (plus at BT one??), plus 5 days missed off work waiting for the 10 engineers. Plus 100's hours of wasted phone calls to scripted service staff. If you prefer watching a little orange light swirling around fro months on end rather than your Netflix or IPlayer then choose Plusnet. The no service orange light and Plusnets hold music will become your favourite new entertainment. Apparently turns out their routers can't cope with vectoring stabilising technology in the BT Openreach cabinets hence the major drop off failures. If you have similar problems try asking to speak to Bob Pullen in Plusnet tech department. He won't respond to you of course but he will have your speeds dropped (without consultation or explanation) to combat the technical glitch in their router technology and he will certainly ignore your calls.
Do yourself proud if you are looking for reliable broadband service, choose any other service than Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Trafford Plusnet  
If I could give them 0 stars I would!

Plusnet is the worst company I have ever had the displeasure of dealing with. There connection is dreadful! Never have I had a company be so rubbish at providing internet!

The customer service is nice and friendly, they politely tell you it's tough and you're stuck with the rubbish internet. They may as well laugh down the phone and say, "Sucker, we got you now!"

It is evident that they are well versed in repeating, "we are just like every other provider. You'd face these problems with them too.". Well no that isn't entirely true now is it because I haven't!

Run people, run, run away! Do not fall victim to wasting hrs and months complaining and using all your phone data! Don't do it! Pay an extra £3 a month and go anywhere else!!! Even use virgin if you really must! Save yourselves from this horrid experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield Plusnet  
Truly awful. Four weeks and no router!! Called to complain but given no option to cancel.i gave them the opportunity to put this right but they ignored it. Seems my service is active even though I have no router and therefore no broadband. Only in plusnet world would this make sense. Avoid. I signed up for the cost but it wouldn’t be good value if it were free.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Plusnet  
With the introduction of broadband, we can now enjoy stable internet connectivity right?
Wrong. Plusnet have a bad habit of ignoring customers who complain about unstable internet. Even when they're given as much technical information as possible, they're still not willing to listen to you and rely solely on their primitive remote network tests.

They dismiss anything you say, and I was told repeatedly that a broadband that drops occasionally is a "standard occurrence".
WHAT A LOAD OF TOSH.

I have since exited by Plusnet contract, and moved to a far more stable provider.

You should know, if they have not resolved your issue within one month of it being reported - you can exit your contract without any early-exit fees. Something you will need to remind the customer service officer on, but stand your ground and it will seemingly disappear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Plusnet  
Worst customer service ever! Gave up trying to move to plus net - every time I rang them got told something different. My advice to anyone thinking of moving to plusnet is - don't. Absolutely horrendous experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Business Broad is absolutely shocking. The internet keeps cutting out. I've contacted Plusnet to get the issue fixed but are literally not intersted in responding.
Since I reported the above issue I am moving offices and they are more than happy to do that but I still need my internet working in the meantime but again they deceide not to responding to that issue.

Literally the Home & Business Broad & the customer service is absolutely shocking
They billed my incorrectly when I first took out the contract, took 50 minutes to get through to speak to someone, the last think you want to do when running a business is this.

I did have Plusnet home broadband, I live in a normal sized flat but the internet did not reach to the whole flat, very poor. I have sinced move my home broadband.
Once my business broadband contract up I'm 100% moving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton Plusnet  
Half of the time, it is useless. Plastic rubbish routers, and same problems circling monthly. Worst of the worst
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
N17 London Plusnet  
AVOID. I joined when they were independent and they were great. Since becoming a wholly owned subsidiary of BT they have got worse every year. I have just moved house and they are blocking my new line to other providers even though I have cancelled my contract and they've never provided any service over the new line. They tried to tell me I couldn't switch as they owned the line, well they are BT in all but name, so I suppose technically they do! AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Plusnet  
The worst provider ever. If you aren’t yet blocked in the nightmare of contract with them, stay away from plusnet. After more than two months the broadband is still rubbish, the signal is up and down and the speed of downloading is soo slow. Even though they sent me a email stating that my broadband was underperforming, they refused any possible solution I proposed. They told me they could send an engineer but I have to pay £65 for the call. I’m looking forward to the end of this 12 months contract and in the meantime I am giving the worst reviews wherever I can because it’s pure rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Cancelled my contract after 2 days,still waiting for my deposit back after 6 months,every time I ring,they come up with new excuses and just explain to me how incompetent the company is.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bradford Plusnet  
We had problems from the moment Plusnet took over from Talktalk with no incoming ringing on the phone line and intermittent broadband. I complained immediately and said that I wanted to cancel my order but was persuaded to allow them to send out an Openreach engineer this is after I had to buy a phone to plug into the main socket to prove to them that this issue was not caused by me changing over the router. Two days later the Openreach engineer called at my home and sure enough said that the issue was in the exchange. he fixed the issue that day and I then began to test the service Plusnet were providing, this is when it became clear that both the broadband and WIFI where not working correctly. I called their technical department which is like trying to contact the dead and when they finally answered the guy instructed me on how to switch channels on my router. I did this and after another few days of testing found that the signal from all of my devices that they kept losing the WIFI signal. this is when I finally gave up and call Plusnet customer services to cancel my service and was told that I could not do this without penalty because I was outside the two week cancelation period. I explained all of the above and was told that the two week period started from when the order was placed and not from when they took over the service. This is ridiculous as clearly you cannot test a service that that had not yet taken over however they would not back down on this and in short, I have to pay £125.00 to get out of a service they have not provided. Their slogan of "we'll do you proud" should be "We'll rip you off and be proud of it" my advice to any prospective customer is stay clear they are rubbish in all aspects of customer service and technical ability.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coulsdon Plusnet  
Can't understand all the negative reviews of plus net. My experience has been the opposite. Helpful, friendly assistance from competent staff. Charges also reasonable compared with BT. All call centre staff I've spoken to are native English speakers which matters a lot to me. Top notch.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Church Stretton Plusnet  
Plusnet customer service is the worst I have ever had to deal with in my life! They left us without a broadband service for an entire month and the level of incompetence and poor service was staggering. 'Cheap' in every sense of the word.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
pembrokeshire Plusnet  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Swanage Plusnet  
They hide the upload speeds from customers and are really careful not to mention it when you sign up. That's because it's 0.5 mbps!
Half a meg ffs. What use is that to anybody? Absolutely painful. Takes takes upto 5 minutes to upload 1 photo, and download speeds drop to a similar while things are uploading so if you want to upload anything at all your computer is virtually out of action while doing so. Useless. Totally utterly useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yorkshire Plusnet  
From the outset Plusnet have been underhand, unreliable and I would not recommend them to anyone.

To contact customer services requires you to hold for min 20 mins on a premium number. To port my landline number took over four months. Broadband speeds were terrible. Having left, they carried on billing me!

Just terrible, avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Warwickshire Plusnet  
Awful service. Broadband is slow and unreliable. Router they provide has terrible range. Getting them to do anything about either is close to impossible. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Plusnet  
Plusnet has really gone down hill it's time to up and leave for a new provider. I'd hoped that thier terrible service last year was just a blip but it's not. Called again today about another problem. Thier system is the cause of the errors according to their staff but nothing ever works as intended. Avoiding plusnet now going forward, such as shame they have gotten too big to be a good company and service has suffered as a result.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Glastonbury Plusnet  
Sick and tired of Plus net,( my wife having been a customer for many years )for the last two weeks,nothing but problems..Had to go into Southampton apple store as the wife had been unable to receive emails.,Apple sorted the problem,and informed us that Plusnet had changed their outgoing server details, and that numerous people had been into their store ,with the same problems- all Plusnet customers.Upon returning home, i posted a reveiw with regard to our experiences, this was followed by numerous comments following a response from Plusnet , their basic comment was ,we are unable to automatically alter the server settings, THIS WOULD HAVE BEEN DONE BY APPLE ,following their latest update.probably automatically.
Despite further contact from myself, Plusnet were adamant they were not at fault.
Sunday,the wife could not send emails from her iphone ,this still is ongoing, then today she is now unable to receive or send emails using her Macbook Air., furthermore it will not accept the password to gain acess to the mail, but the following message is displayed. CANNOT SEND MESSAGE THIS MESSAGE COULD NOT BE SENT BECAUSE YOUR ACCOUNT DOES NOT HAVE A PREFERRED OUTGOING MAIL SERVER. SELECT AN OUTGOING MAIL SERVER, FROM THE LIST BELOW..
Despite spending the last 2 hrs in attempting to sort this out
We are no further forward..
Come October we will have no choice but to look for another provider..
The assistance provided to date by Plusnet is totally unacceptable, so it looks like another trip to the Apple shop.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Southampton Plusnet  
AVOID. PLUSNET ARE AN AWFUL, AWFUL COMPANY. My mother very sadly passed away recently, I regrettably inherited PlusNet as broadband provider and I can honestly say this is the most unsympathetic, ruthless and difficult company with the rudest and most robotic staff that I have ever had the misfortune of dealing with.

In dealing with mum’s affairs and estate between me and my wife we liaised with banks, credit card providers, mobile phone providers, finance companies, HMRC and not one of them have been as unaccommodating or uncooperative as PlusNet.

The situation that I now find myself in due to the incompetence of the ‘bereavement team’ and their illogical, unfair process following the death of a customer is incomprehensible but I will try to explain as best I can.

A couple of days after my mother’s passing we began to close down accounts and to notify creditors of her death, a difficult, emotional and lengthy process which most companies seem to make as painless as possible EXCEPT PLUSNET. We notified over the phone that mum had passed away and wished to close the account, they transferred the call to the bereavement team and took payment for the small outstanding balance and then FAILED to close the account. They have continued to try to take direct debits from my deceased mother’s bank account and after defaulting have then referred the case to a debt collection agency to recover the monies.

As it turns out, not only did they NOT CLOSE THE ACCOUNT they went on to TRANSFER THE ACCOUNT INTO MY NAME!!! Or at least an abbreviated version of my name, which they garnered from the prefix of my email address which was given to them for any future correspondence. Very sneaky indeed as my full name was never given.

A simple call to customer services would resolve the issue, you might think, but no, because this is where the sheer level of incompetence really shines through. Although an abbreviated version of myself is now the name on the account I am unable to pass security to be able to speak to anyone remotely resembling a human being, because they will only accept my mother’s original username and password. I have called to explain no less than five times that my mum selfishly did not divulge her PlusNet username and password on her deathbed and that there was no way I would ever be able to obtain the information. They are unable to understand this and we are now locked in a stalemate where they are chasing a person who does not exist, via a debt collection company, for money that isn’t actually owing, due to their own stupidity.

LONG STORY SHORT, IF YOU THINK THAT YOU MIGHT DIE ONE DAY THEN PLEASE DON’T CHOOSE PLUSNET AS YOUR BROADBAND PROVIDER.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ongar, Essex Plusnet  
Absolutely rubbish product with extremely poor customer service with stroppy staff. Changed from EE circa six months ago purely for commercial reasons. Service has never managed to achieve the stated speeds. Spoke to no customer service frequently only to be told to make minor changes and wait two weeks for no change. Please save yourself from frustration and pick another provider!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlands Plusnet  
Wow, probably the worse company I have ever dealt with. The perception is all great, they have great marketing skills and brand perception...BUT yes a BIG BUT...they are rubbish. DONT WASTE YOUR TIME with Plusnet,

Reason:
1. 18 month contract: in there contract it states that if there is any probelms these will be retified within 30 days. However its falsh advertisement of;

a. Broadband connection is so poor, it goes on and off when it wants to
b. So I upgraded to Fibre £34,99 for exactly the same thing.
c. They got an enginneer out, improved for 1 day after 5 days of no internet
d. Was on the phone to them every week, they just pass you around like parcel parcel, yes parcel parcel
e. there customer service is like a washing machine g. f. they dont want you to leave, if you say its false advertisement they go on about there 30 day policy blah blah.
g. then pass you around customer service again like parcel parcel


In the end they sent me a letter saying I owe them £148.00. But do you know what, I would rather pay them then still be with them. I am now happy with SKY best Fibre you can get never had one probelm, not 1. So Hip Hip Horray to SKY and please do not waste you time with Plusnet. Google the best line is defo SKY, and SKY own BT btw.

Hopefully can help as many people out to not waste there precious time. Got with SKY or BT. Forget Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  

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