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
    3.3 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 5394 customer ratings since 2019-12-01 (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.

3223 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Plusnet also provides our landline has excellent customer service. The speed varies from good to very good and the router has a reasonable range and is straightforward to use. I am not thinking of switching anytime soon.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Peppard Common, Henley-on-Thames Plusnet  
I've chosen Plusnet for a second time as I had no problems with them last time. I've always found the connection date accurate and have never had problems with speed or connection. I have given customer service a 3, as I've never needed to contact them {must be a good thing}. Very reasonable price and good service - router delivered well in advance, and notification when service is ready. I plugged in and in 5 minutes was ready to go. No problems connecting PC, phones etc.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
WOODBRIDGE Plusnet  
Was told we'd be online in 10 days, 16 days later had to ask what was happening, was told it would be another 3 weeks. Complained about this, said they would look to fast track it, but then didn't respond back about this. Asked again and nothing was actually done. Was given a new date which was in 2 days time. Nothing happened so called again and our date was moved back to 3 weeks time again! Asked to cancel and they did this. Might have stayed if they offered to give our first month free as we never got to use it! But canceled with no questions. Very unhappy as we trusted them to get us online within 10 days, right now our broadband is vital as my wife and I are both healthcare key workers having video appointments daily. We've had to spend a fortune on mobile data to compensate for their error
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swadlincote Plusnet  
Appalling company in every respect.I have a guaranteed minimum speed of 2-5 and most of the time they cant even provide that. Customer complaints is a farce, full of broken promises. Avoid at all costs. My previous provider gave me no problems so the fault is entirely Plusnets. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Plusnet  
I've been with Plusnet since 2013 and was happy throughtout that time but the last 6 months has been utterly shambolic. Incorrect billing, constantly declining broadband speeds (I'm on a guaranteed 27MBPS service and freqeuently see it as low as 3-MBPS) causing connection losses or frozen streaming. Now having severe problems with the phone service too, which is impacting us both personally and professionally. Customer Service Online chat is suspended and I'm sat here for the 3rd time today trying to get through on the call centre number without any luck (Been waiting 20mins). Abysmal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
High Wycombe Plusnet  
I joined plusnet becasue of their customer service. I have found this to be adequate if not brilliant until now. An increasingly abysmal Email service gave need for me to call them. My first call was cut off, and they didnt bother calling back, and now there is no online or phone support available. My Email isnt working and therefore I have no effective service. Pandemic or not this is not acceptable
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Brampton Plusnet  
Place my order, no updates whatsoever, called them the day before installation, my router had not been sent out and the operator thought I'd be fine with him just sending it out then, no if you can't send a router in 2 weeks when you're trying to get me into your service there's no way I will trust you further.

I cancelled my order and now I've received a bag for my old router that never turned up and a letter welcoming me on my sign up, I'm still waiting on my refund. This company is a shambles, I cannot comment on the service since they can't even process an order, avoid them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rotherham Plusnet  
Had nothing but problems fast few months but tied into contract. Numerous complaints have resulted in no improvements, despite paying £35 for their fastest. Impossible to work from home!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
So who are these imaginary people giving Plusnet a stellar recommendation for Customer Service or should it be Stella because they are obviously hammered on the beers.
No service for 7 days, still not check why it doesn’t work, don’t respond for day citing COVID as the reason, ,lies! And now they want to charge me a cancellation fee for moving to another provider??? I hate you PLUSNET. You have cost me money on my business and my Mobile bill because I am having to use my Data. New line should be “Plusnet, we’ll rip you off and ignore you”
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
New Barnet Plusnet  
Really bad internet. We have to reset the router multiple times a day just to get it to work. When we called customer services (each time waiting 20+ mins just to get through) we were told if they send an engineer and they find a fault with our hardware itll cost us £65 when the hardware is that which they supplied. Leaving as soon as our contract ends and finding someone better. Internet’s also slow when it does work despite apparently being fibre. Rather pay a bit more elsewhere for reliable internet
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Brighton Plusnet  
After ordering Broadband it took them after changing phone line 3 weeks to connect it. we had no service during lockdown, cost me a fortune in mobile data. called numerous time everyone said they would help. None did the level of incompetence takes some believing. They then lead me to believe I get compensation I did but not what i was led to believe. Band speed isn't everything you have to be moral too. (or speak with yorkshire accent)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
northlincolnshire Plusnet  
Worst company for internet ever. Having spent weeks in just a 2.83mbps I've moved to Sky and the difference is phenomenal. I messaged Plusnet regularly from the 29th April and never received anything but automated responses. Even when I said I would leave. They simply don't care and their customer service is literally non existent. Avoid like the plague!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Plusnet  
I have been with Plusnet for almost a year; paid line rental upfront to bring down costs. I am in the process of looking to switch as Plusnet have been utterly rubbish. My phone never automatically connects to the Wifi at home. I have to always connect manually several times a day. When I try to join the network, it says "no internet connection". I usually have my radio on in the background at home via my phone... when I check my phone to see the connection, I find myself back on the 4G connection. It drops me out constantly. I have had network issues several times (light on my box goes red/ amber) and even after following the instructions on how to reset, nothing works. I try checking for local issues- none. I also never received my £70 (or whatever it was) reward. I will just pay the fine and quit ASAP. They are absolutely not worth the headache.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fife Plusnet  
Since 'upgrading' our internet in 2019 we went October to May with intermittent outages. The resolution of the fault, and subsequent customer service has been appaualing. Our issue tickets were closed every time without satisfactory resolution, blocking us from receiving the promised compensation and now from leaving the contract. I urge everyone to rethink using Plusnet as their provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Liverpool Plusnet  
This is the worst Supplier I ever had.

I have been having packet loss on a Ethernet Connection (Direct Connection) which pretty much means it's impossible to get a packetloss unless there's something wrong with the line or the Provider is doing some shady stuff.

I have a ticket open for 2 months and this issue isn't resolved yet. Now to add I have the great oportunity of going from 70down/20 up to 0.80down/0.10up. Thanks Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Somerset Plusnet  
If you hanker after the old days, you know when mail took a day to receive, then plusnet is for you. Seriously the email is unacceptably slow and is getting worse (and yes I have applied the 'no sort' fix - it made no difference). This has been an issue for at least 4 years that plusnet seem unwilling or unable to deal with. It is incredibly frustrating. I would have avoided on this ground alone if I had known.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Brampton Plusnet  
Been with PlusNet for two years and never had a problem. Speed has always been reliable and consistent, never had issues with network dropping or speeds crashing. I'm on a Fibre Extra Unlimited and I'm always getting 60+ speeds.

I am only one person living in a one bed flat so that could explain the excellent reliability and speed. No idea how their broadband fares with a full household.

The few people I have had to speak with were super friendly and helpful so I would 100% recommend based on my customer service experience.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Mid Wales Plusnet  
Plusnet is absolutely shambles, every single day for the past 1-2 years there is constant lag, it used to keep turning on and off and sometimes it just wouldn’t work. The speeds are incredibly awful, right now I get 2.3mbps (download) and 809.4kbps (upload) those speeds are terrible. Sometimes it works fine without lag but still high ping, and then randomly the ping increases to about 1000 and sometimes 4000. If you’re looking for a good broadband, look anywhere but here. You will just waste your money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Plusnet  
I have been with Plusnet for 10 years in three locations and have never had any problems. Whenever I need to phone them I get get through to the approriate service pretty quickly.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Plusnet  
Dishonest business practices - when you phone them to sign up for a package, you don't get the package that they advertise on their website - they sign you up to another one that isn't advertised on the website. Funnily enough it’s exactly the same as the one advertised on the website, but doesn't include the plusnet reward card - I think they must have run out of cards. I phoned to check that my router had been despatched before I was connected but was told that this hadn't been ordered by them on their system, so I would have been without a router and wouldn’t have been able to connect if I hadn’t phoned up to check. And now the router keeps cutting out and interrupting my fibre connection. I’m told by Plus Net that this is a problem that has to be fixed by Open Reach, but I never had this problem with my previous provider. They have a 14 day cancellation period, but this expires before you get switched on so is useless. Not impressed so far and I’ve only been with them for 5 days.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
DN14 Plusnet  
Absolutely rubbish company. I dont usually leave reviews but I felt it was my duty to warn people. The internet is poor in itself. Always glitching when trying to stream Netflix. Always going off and then back on, just inconsistent service. The customer service is probably worse though. First they changed the name on my account without my permission. They only changed it back when I went higher up because at first the customer service advisor wouldn't do anything to help me. Secondly they closed my account & gave me no warning. I received an email saying I had 14 days to pay an outstanding balance & got 5 emails in a row saying different amounts were owed, as it was unusual I rang them and the informed me my account was already closed, it's already with a debt collector and theres nothing they can do about it. They left me isolated without warning and the customer service representative was rude and didnt care at all. Disgusting service. Go with any other company but them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cheshire Plusnet  
Gave plus net the benefit of the doubt because it was cheap, can see why it's cheap now. I've waited 2 weeks for installation they couldnt do it on the day, the engineer said another 48 hours and it would be on but it still isn't. I now want to cancel because they haven't fulfilled our contract but will not be able to get my £75 installation fee back for the installation that never happened
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hyde Plusnet  
Having tried a number of different providers in the past we've found Plusnet good value. Customer service, while not perfect, has been far better than our previous experiences with BT. The connection is pretty reliable - we have 3 people working and studying from home, participating in online videoconferencing, streaming videos and playing games and have not had any major problems with our unlimited fibre account. Based on our experiences over the past 3 years I'd recommend Pluset as a broadband provider.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Coventry Plusnet  
I have been with plusnet for over 10 years, infact I think they were called EdNet when I signed up with them. They have been great until recently. Since lock down I have the broadband speed to be terrible. It drops from time to time, my internet phone is no longer usable. I have tried to call to report this twice. The first time on hold for 40 minutes. Second time on hold for 20 minutes. Finally spoke to someone that said oh I need to put you through to technical support (not an option on the menu when you ring). She seems to have put me back into the original loop with only options are new customer or customer services.. so 30 mins of waiting so far and I know I am going to go through same loop. There Bot is also not working on their website.. So disapointed!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Edinburgh Plusnet  
Appalling service! Left with no broadband for 2 months..
Anytime I tried to call them I was sent to this person and then that person having to explain multiple times. I called 1 May to disconnect my broadband this I found was not done so I called again in June they then demanded I pay a months bill even tho they did not cancel it was instructed to.
I was called a liar harassed & sent threatening emails about
Adding more moneys on to a bill I should never have been sent in 1st place. Company is a joke. Save yourself the time
& money & go else where.. the broadband froze and we lost days were we couldn’t even watch tv. I called to complained nothing was done. A bunch of imbeciles.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Plusnet  
Do not trust this awful company.
I was unhappy with Plusnet, because they always used to call with better deals and appreciated your custom and that is why I originally stayed loyal to them. After many years of being on contracts, I had foolishly allowed a contract to lapse, no call or email from Plusnet with an offer for a better contract and I was paying full price plus paying the line rental saver.
when I realised I was paying over the odds for my broadband I gave Plusnet a call. They offered a rubbish package with only a £5 saving for 18 month, in fact they first tried to tie me in for 24months, which was no good as new customers get a far better deal with line rental saver thrown in.
I almost went for it, but after a quick discussion with my husband, we decided against it.
I asked the representative to not to go ahead with the 18 month contract and cancel it as I felt I would prefer to leave when the line rental saver was almost up and not be penalised for leaving.
I have this call recorded thank goodness!
I have just received a bill for £102. They told me I was signed up to an 18 month contract! So even though they could see I was not receiving any reduction on my bill, they charged me the same amount as a non contract customer, then they have gone ahead and penalised me for leaving.
Off to the Ombudsman I go with my recording! I am disgusted with them, daylight robbers.
This company went downhill many years ago, poor customer service, rude staff, drop outs in connectivity, higher prices. I did not want to stay with them any longer, I think they are despicable trying to take penalty payments for a contract I was never on, never benefiting from any reduction in price, they are scoundrels.
If I was elderly, this would still be happening. You would think companies would tighten down on this bad practice, especially during the Covid tragedy. Yet they would seek to rip off a loyal customer of seven years.
I repeat, Do not trust this awful company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Preston Plusnet  
I was with PlusNet a long time. Over that time the price I paid went up and up and the service and speed went down and down.

Some of their staff haven't got a clue what they are on about and know nothing about IT, if you are lucky you may get hold of someone who knows what they are doing, but that seems to be the exception to the rule and most don't seem to care about anything apart from getting you of the line as soon as possible... They will even lie to you.

I had the customer services tell me the problems with my speed must be to do with my equipment. A number of different engineers where sent out and they all said it wasn't a problem my end. It never got fixed and I was basically told it was my problem as they could not do anything to rectify it. I got no apology for the bad service so I left.

The only good thing was the reliability, but for some unknown reason it would always stop working for 24 hours every month just after they took the payment for the next month. A lot of my questions went completely unanswered and this was one of them.

Would I recommend them? No not in good conscience, there are a lot better companies out there. I went for a little local company in the end. Slightly more expensive but the speed and customer service is in a different league the reliability has been great not a single drop in service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Guildford Plusnet  
I have had so much trouble with plus net it has been the most stress full experience in my life they promise to call back and don’t they kept me hanging on the phone for over an hour and then there was no one there the manager was supposed to call back in four hours and I am still waiting after four days if you want stress go with them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East sussex Plusnet  
Had a fault at the tail end of 2019 which did eventually get fixed by having to go through the exec office and the guy who fixed it said if there were any more problems to email him. Sure enough the fault returned in March so I emailed and had a reply saying tha I should not be using that email address and go to customer service, I emailed back saying I was told to use that email.......no reply. I have since emailed twice more copying in the group chairman (Grouo being BT) and still no reply so have some to the conclusion that if the chairmans office cant even be bothered then why are the rest of the staff going to be bothered.
They have also increased my monthly payment by double and not even told me as I'm apparently 'out of contract' so I am about to be completely out of contract and leave I would suggest giving a very wide birth.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Hanpshire Plusnet  
Pretty dire from PlusNet. Over the last 5 years, I've been with Sky, Virgin, Vodafone (Current) and PlusNet (Although PlusNet was in the wife's name). PlusNet has been by far the worst for speed, reliability and customer service.
Firstly PlusNet's retention model is the old 'once your contract is up we will double your price unless you sign a new contract with us or leave but if you leave you'll have to be on top of when your contract is up otherwise you'll end up paying a month or two of double cost'.
Secondly, their speed has been the worst. Perhaps that is down to their cheap and nasty router.
Thirdly when we had PlusNet we would have mini dropouts all the time and would lose connectivity for about a minute. This was really annoying!
Fourth, I found their customer service to be rude and reliant on having once come highest on some satisfaction survey at some point in the past.

Awful service and will never go back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caldicot Plusnet  
This company lie and cheat. They originally gave me a price of 18.99 per month for phone and broadband. However they charged my £28.95 each month and would not accept their own email or contract to reduce the costs. I spent over an hour on the phone with them getting an emergency line fix as I use a care call system. They asked very intimate questions said they had submitted an urgent call that would take 2 days to fix. Openreach came the next day but confirmed the call had not been put in as urgent and it was just luck. Don’t not use them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Dumfries and Galloway Plusnet  
Internet speed hasn't been great recently, but I'm on the cheapest package. So I decided to upgrade to fibre last week and they said it would change over yesterday.

I ring them up today to find out why I'm not getting improved speeds, and it turns out that not only is it now scheduled for next week (no notification from them that they'd changed this), but they hadn't actually put in the order for my new router that I'd paid for either...
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Hampshire Plusnet  
Paying over £45 for internet that cant handle 2 devices streaming netflix. Download speed was in the 5mbs, tried ringing plusnet been on hold for 40 minutes then they hung up. Would rather get corona virus than to stay with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northallerton Plusnet  
Nothing different than the other small providers, even their 'great' customer service is a big disappointment, I rang on 9/6/20 to report a connection issues and the advisor told me: '... don't interrupt me...' while i've being trying to explain the issue.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Tipton Plusnet  
I recently came to plusnet broadband its worst broadband ever always cutting out and losing wifi or slow connection... called customer service never got no help all I got I email over a guide line on how to change channels very poor service will be switching over too sky services I wouldn't recommend plusnet.

Very poor broadband n bad customer service
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Essex Plusnet  
We were with Plusnet for 7/8 years.. I chose them because of the award winning customer service which was awful.

Soon after joining we had an intermittent problem. It was then I found Plusnet were poor in delivery, service and resolution.

Loads of 60 min cs calls Waiting and In 7 years it was never resolved until I paid for it.

Useless. Less than poor.

Whenever I spoke to someone I was told it was my end. They sent charts, suggested changing hub channels (after I had told them twice I had already done it),

So I listened to them and bought a nighthawk router. £165 to fix the one thing that could be wrong. No change.

I gave up for a couple of years and then during Covid I picked up the mental fortitude again. This time I got someone that really tried to help but, now, after 4 circuitous email I paid for an engineer to come and fix it. He changed the lead from the sub box (which is 20 feet from the house) termination box and cable. And it works a treat.

Plusnet are poor in spirit and delivery. I’m so glad we left
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Addlestone, Surrey. Plusnet  
This is one of the worst broadbands, i have had since we use to have those dial up connections. Sometimes we are getting download speeds of "0.5 Mbps", forget about video streaming, it won't even open a webpage.

I mean how can a broadband company in 2020 can be so so crap. To top it up plus net customer care is pretty useless (they claim to be the best). They keep telling you to change your broadband channels, the funny thing is the speed is so crap that it won't even open the "192.168.1.254" page. And even if you manage to do that, the speed stays the same.

A warning sign to future customers don't make the mistake of getting broadband with this cheap supplier, it is not worth saving a few pounds/month for such a crap internet, you will suffer on a daily basis.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Haverhill Plusnet  
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 ****
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Just read a few reviews and wish I hadn't signed up to Plusnet. I completed application and money was taken out 3 weeks ago after being told 3 to 4 days you'll be connected 3 weeks later I rang to be told my order was cancelled. No idea what that was about so they've proceeded my order after I rang them then got an email to say another two weeks before I'm connected to phone line no mention of broadband.i should of gone with Vodafone.grrr
  • Satisfaction
    1 star
  • Customer Service
    1 star
Hertfordshire Plusnet  
If I could give zero, or even negative numbers, for satisfaction I would.
I was with Plusnet several years ago and the customer experience and service was pretty good, so I thought I would give them another go. This turned out to be a HUGE mistake!
To get the broadband working took nearly two months and ruined my Christmas, as I could not use any of my normal online services, easily order presents online for family etc. I was actually told by one of the advisors to use my mobile phone data if I wanted to use the Internet! Not very smart for a broadband company. In fact, I had to change my phone contract just to get a bit more data to see me through, which obviously cost me extra.
It took many phone calls (they don't call you, you have to call them) including hours of waiting and listening to their rubbish music. It is surprising how often they experience "an unusually high number of calls at the moment". Maybe they just have an unusually low number of people manning the phones? One time I called, was put on hold and they only picked up the phone well over half an hour later to tell me that the office was now closed and I would have to call back the next day.
Initially it took a few weeks to explain to them that my broadband and telephone weren't working, but they insisted their tests showed it was fine and so it must be working.
Then there were 4 or 5 failed attempts to get an engineer around, including one appointment on a Saturday because "engineers don't work at the weekend". Great, so don't tell me you will send someone round on Saturday then. Not difficult to work out really.
Even then I was still told I might have to pay a call-out charge for sending an engineer to have a look at it (although I didn't in the end, it still worried me some at the time, as my income wasn't that generous).
By way of compensation for all of the hassle I had to endure they offered me a £6 refund for the broadband. Nothing about the line rental which I had paid in advance and couldn't use. Six pounds for all the time and aggravation they put me through.
When the line was finally connected, I asked if I could leave without penalty as I had already had enough of them. They agreed I could, but they told me I would not get a refund on my line rental (about £200). So I was "free" to leave, but it would cost me £200 if I did! When I challenged them on this, I was told by the so-called customer service operator that a team leader would call me back and discuss it. After a couple of months with no call back, I called them… again. Not even an apology from them and they still couldn’t give me a straight answer to a straightforward question.
Even now the quality of the phone line is so bad that I can't use it to make phone calls, but I don't really want to deal with them anymore, so I guess I'll just have to live with that. Probably it would take another few months of messing around and I would be charged for the pleasure.
So now I am stuck with them for the next year or so, or else I lose a substantial (for me) amount of money.
If you like being treated like an idiot, lied to repeatedly and then ignored, then Plusnet is the perfect company for you. If you want simple, honest service, then look elsewhere.
"We'll do you proud"? "We'll do you over" is much more accurate. Frankly, a disgraceful display from a once decent company.
Avoid, avoid, avoid is my advice to anyone thinking of choosing them, but I think you have probably worked that out anyway.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Plusnet  

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