3,751 Customer Reviews over 94 pages
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- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2016-10-20
- Location
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- Location
- NW2 London
- Reviewing
- Plusnet
- Date
- 2016-12-15
- Comments
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They might look like a good deal at first but they will slap you with a very cancellation fees if you leave before contract is due.
I migrated to BT after only 9 month and for the same price my upload speed went from 1MB to MB10.
Plusnet is a bad broadband service provider from Yorkshire. I would avoid at all cost!!!!!
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2018-03-10
- Comments
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The worst company we have dealt with. Slow broadband , and at times no broadband, constantly having to try and re-connect. Having to use 4g to access internet on my phone. Our contract is up in July and we will not be dealing with them again. Worst decision we ever made joining plusnet.
Stay away from this company!!!
- Location
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- Location
- YORK
- Reviewing
- Plusnet
- Date
- 2018-07-08
- Comments
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We've been with Plusnet for 2 years. What a nightmare. During that time, we have had put up with prolonged and frequent downtime ie. internet connection failure and, when it did actually work, the speeds were so slow it was painful. Every time we reported it ( after horrendous waits in phone queues), we were expected to go through the same ridiculous rigmorole: having to proof that the fault is not ours. then having to wait for an engineer to come out then listening to the engineer guess what might be wrong and say they'd fixed it. They hadn't. Plusnet expect the customer to do all the legwork. If you don't tell them within 14 days of an engineer's visit that the problem is persisting, they insist that you have to go through the whole insane procedure again from scratch. they also refused to reimburse us for downtime - so effectivelly, we've been paying them for nothing. Getting on their backs to resolve things could quite literally become a full time occupation. Some of the call handlers are so obviously jobsworths, it really is pointless trying to press the the point that their service is appalling - they simply repeat the same platitudes from their scripts over and over and over again. We've had enough and are changing provider.
- Location
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- Location
- Middleton
- Reviewing
- Plusnet
- Date
- 2023-02-07
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-01-14
- Comments
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Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!
- Location
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- Location
- lancs
- Reviewing
- Plusnet
- Date
- 2016-12-22
- Comments
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Stay away they are totally inept and liars .If you have to phone just phone sales team who answer straight away unlike customerservices who don't answer at all .Have been given 8 different dates now to when broadband will be switched on and I have still none.You have been warned?
- Location
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- Location
- B74
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
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Since April 2015 we have had what can be, at best, described as poor connectivity. In the last 9 months every inch of wiring in our house has been replaced. We have had 2 routers, 2 replacement wirings and 2 new sockets yet we are currently receiving 0.5 Mbps download speed (we are less than a mile from the exchange so considered to be 'close'). Having spoken to Plusnet, we should expect between 5 and 11 Mbps. The important point here is that 5Mbps is the MINIMUM exptected value. By Plusnet's own standards they have failed to provide us with 10% of their minimum level of service in the past year. Their customer service is very friendly and helpful but this is mitigated by their inability to provide the level of service required in the 21st century.
There are only so many times we can switch our router on and off and check the connections.
Plusnet may be friendly but so is my labrador and I would not trust him to provide me with a reliable internet connection.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-11-24
- Comments
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I would not use this company they are just after your money no loyalty for having been a good customer for over five years ... Due to coved I had to cancel and they try and take 200 pax of me not taking account my situation and my customer record.... They don't care about anything but money
- Location
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- Location
- hertfordshire
- Reviewing
- Plusnet
- Date
- 2016-03-30
- Comments
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Signed up online including providing bank details for direct debit. 10 days later, no router arrived, not received any confirmation from Plus. Telephoned them to find out that they have done nothing as they havent bothered to take the money. I hear they have been bought by BT which may explain the deterioration in their service. Cancelled order and gone with someone else.
- Location
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- Location
- Slough
- Reviewing
- Plusnet
- Date
- 2015-02-27
- Comments
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Im with plus net since June 2013 I Switched to fiberoptic June 2014 not had any single issue with speed and reliability I highly recommend fiberoptic then normal broadband & their customer service is five-star and prices are very reasonable.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-01-15
- Location
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- Location
- Stourbridge,
- Reviewing
- Plusnet
- Date
- 2018-09-19
- Comments
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AVOID WOULD GIVE NO STARS IF POSSIBLE! Disgusted with service I can't wait until my contract with these thieves is over! I called 100s times over the course of a year but was on hold so long that I've only ever been answered for three of thous calls. When we moved in and had the broadband it never reached above 2mb even though our contract is for 17+mb we had to only use one devise on the wifi at a time due to it being so slow. I was told to just reset the box or that there was no fault (BEWARE they WILL charge £64 every time they "don't" find one) I was never offered an engineer call out even though my landline and broadband didn't work. Eventually someone with some sense helped and sent one who discovered the issue was with the wiring on the phone poll to our house so it has been there since moving in. I then disputed that fact so as to get compensation for at least 8 months but was told as a "good will gesture" I was only able to receive £60 which barely covers the cost of calling them on my mobile since my landline didn't work let alone the charge I was given by Plussnet themselves for the apparent no fault in the first place. Trading standards states that the company must provide at least 50% constantly of what it contracted I received less then 12%! To top it all off the manager was very condescending and I hope I never have an issue again so that I don't have to speak to them!
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-02-01
- Comments
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Do not use this conpany it is shambolic something needs doing about them.They do not know what customer service is absolute incapable of doing there job's.I an still waiting for my refund.I have tooo my complaint to the FSA everyone who has experienced the same thing should do the same.The stress and upset they have caused me is unreal.
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Plusnet
- Date
- 2023-01-27
- Comments
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Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.
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- Location
- Reviewing
- Plusnet
- Date
- 2021-06-18
- Comments
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incompetent company who will deliberately lie and fob you off with excuses.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Plusnet
- Date
- 2017-09-01
- Comments
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Helplines always busy, 15-30mins or more. The staff are always protecting their own backs. The accounts dept are useless. They are still better than some.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-06-07
- Comments
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I have been waiting for 15 days since my order went through. They keep saying it's down to Openreach not getting back to them. But this isn't the main issue here. The main issue is that Plusnet doesn't care about updating me on the status.
They won't chase openreach or give me an update unless I keep calling them. They always ask me for a new deadline and once day comes, Plusnet doesn't get in touch with me at all.
And what happens next is that I need to keep on calling and begging for them to act as professionals!!!
- Location
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- Location
- Great Staughton
- Reviewing
- Plusnet
- Date
- 2018-01-09
- Comments
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I am paying for a fibre optic internet and myspeed is never over 2mbps and drops 100 times a day.Tried toget i. touch with plusnet, each time wait over 35min on the phone and still have the same problem
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-01-05
- Comments
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I was trying to reset my password using my android mobile phone. The site is not working properly: when you click on the "reset" button nothing happens. I get into a chat and ask for assistance. Assistance? No way, I was patronised and harassed for being a woman. Told to get a family member to help me cause I was doing something wrong, there is no such a thing as a reset button, you are licking in mobile option instead of Broadband as you should, etc etc. I asked a friend to do the same from her mobile (not android) and it worked. I reckon their QA did not spot the fault in their website yet. It is clear for the that the link is broken but "Shanny" on the chat does not seem to understand that and assume "Ana" is dumb and does not know how to reset a password. I wish I could add the screenshots I took of the conversation. Disgusting. I wish it was 2 weeks ago and I would have cancelled the service.
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2015-08-31
- Location
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- Location
- yorkshire
- Reviewing
- Plusnet
- Date
- 2015-10-26
- Comments
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Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet
- Location
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- Location
- London E2
- Reviewing
- Plusnet
- Date
- 2016-11-22
- Comments
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Bad, interrupted wifi service, even though we recently moved to fibre optic. But the worst thing is the ABYSMAL customer service, for which you never wait for anything less than 30 minutes to be connected! Incredible in this day and age!
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2023-03-02
- Comments
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Worst experience I ever had. When I signed up I requested a phone socket to be installed and the cancelled that because they said I don’t need it. Like they know what I had inside my house. Anyway I called again booked an appointment with Ingineer who never showed. Called again the booked again only to find out on the day the haven’t actually booked another appointment. Absolute joke!
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2023-02-27
- Comments
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No connection for the last few days. Today, waiting for an engineer booked 0800-1300, rang three times one agent said he is coming another said he rang me and couldn’t get hold of me so he left(I’ve been in front of the window and had no missed calls) and now they are saying let’s hope they fix the issue. What a waste of time and nothing sorted.
- Location
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2016-01-04
- Comments
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There a joke wish we never went with them charged us for 056 number and didn't tell us u had to pay for them when every other companies don't charge
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-01-21
- Comments
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Speed was always poor and connection erratic. Changed to EE and speed was immediately excellent and connection continuous on same landline etc. Despite excuses and prevarication for over a month, Plusnet now want to penalise me by charging over £50 for cancellation which they intend to take from my credit card without my permission. Be very careful if you deal with this organisation!
- Location
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- Location
- Richmond North Yorkshire
- Reviewing
- Plusnet
- Date
- 2018-09-08
- Comments
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Being a customer for 7 months, internet has been moderate for the rural area.
I planned to move address and not take okusnet with me so booked cancellation day of the 30/9/18.
They closed my account in the 7/918 and have left me without broadband or phone for 3 weeks. Not helpful when you work from hone often. Asked to be switched back on and the reply was yes you can have the phone line back on Monday but the B.B. will be a week. Sorry for ya being complete idiots and closing you down early have a nice day!!!
Do not entertain Plusnet as a phone and broadband supplier, long wait time on customer service, direct debits cancelled and have to be reinstated through the term due to their incompetence and they choose when to close your account after you’ve given them a date.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-10-06
- Comments
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Order was due for delivery on 2/9/15. My existing broadband went off and I had no service. Spet over 12 hours on the phone with unhelpful and rude support staff. After 2.5 weeks took legal advise and cancelled the service. They then tried to charge me £188 for the phone part of the package. More legal advise and they backed down. Moved to Sky without any problems
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2017-12-28
- Comments
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Recently changed back to Plusnet from Talktalk. Everything now works fine for me and the current deal is cheaper than the old one. So all in all happy I made the change.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2013-11-20
- Comments
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2 months after switching my ISP (using MAC code etc, as advised), clearing my last bill and cancelling the direct debit, Plusnet started harassing me for 25 quid. My crime? To have switched to a service provider they didn't like (Post Office). When the salesman told me this charge wouldn't have been applied if I'd switched to BT, I laughed in his face and hung up. Now I'm getting debt collectors' letters
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2017-11-16
- Comments
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I decided to sign with Plusnet. Major waste of time.
The day I signed up I was alerted that my old provider had blocked the deal from going through. I explained that my old provider contract was terminated. I then received confirmation that everything was fine and the order was back on track. Great!
14 days later, still no router, back to customer service I go. A bit of waiting around but another representative assured me it was in the post. It arrived the following day. Great!
Days later, internet still not activated. Back to customer services and a representative eventually tells me that my old provider had cancelled the order. I explain this had happened already and that I received confirmation that it was no longer an issue. 5 minutes later the agent replies ‘It has happened again’ and confirms it would take up to 12 days for my internet to be activated… Not great!
I ask Plusnet why they had failed to inform me and why they had sent me a router out without mentioning it? Also, why had they waited for me to ask them? Another 5 minutes waiting and I got the reply:
“So i looks like the automated systems have closed the tickets which we reply our messages to the customers too. in we we do apologise about this”.
After 1 hour and 20 minutes in the chat I ask for my contract to be terminated. The representative does not reply, just disconnects...
Additionally, the router they sent out looked like a cheap piece of crap…
Looking for a new provider? I’d avoid Plusnet if I were you!
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-07-28
- Comments
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Disgusted...
Left Plusnet and since them they have made as difficult as possible.
They have received the payment but passed on the debt to a debt agency and are now adding changes and still haven't confirmEd the case is closed.
My advice... Stay away and don't believe the marketing. They will try to profiteer from small debts blaming processes and procedures for it.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-04-21
- Comments
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Ordered and paid for my broadband and internet at a overall cost of over £80 on 3 April, and after multiple issues, been given the wrong information about whether to be at the property or not for phoneline testing, rescheduling as a result and duplication of orders by PlusNet, I still don't have internet for at least the next 3-5 working days!!!We are now on 21/04/2016 and by the time my line will be working (hopefully) it will be longer than 3 weeks. Terrible customer experience, terrible answers and shifting of blame to BT without an adequate response or solution, not getting back to you without having to contact them first. Also, every time you call you end up waiting for consultants, sometimes up to 15-20min.
Rather avoid and go somewhere else unless you are extremely patient and don't care for having internet anytime soon.
So frustrated with the terrible service I have received so far, and to top it all off PlusNet has advised that they can't even cancel the order until they have completed it.
- Location
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- Location
- Hackney
- Reviewing
- Plusnet
- Date
- 2015-07-03
- Comments
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Don't ever get plus net, completely trash, seriously. ending my contract asap,
The connection plays up so often, i'm more supprised if it runs smoothly.
- Location
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- Location
- coventry
- Reviewing
- Plusnet
- Date
- 2019-09-27
- Comments
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Not able to use phone for ten days, phoned on numerous occasions. The customer support is an absolute disgrace. Avoid!
Don't be fooled by the adverts, this company is teribble
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-12-13
- Comments
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Took advantage of a pensioner by overcharging for years. Then failed to honour the "upgrade" to his account after this was highlighted and continued to overcharge.
I only noticed again 6 months later that nothing had been changed as instructed. They said they "couldn't find" any records after telling me they would review the call, the recording of which then "went missing". For good measure they then just ignored all this and failed to get back in touch for a 3rd time.
If you're no prepared to monitor them all the time they will rip you off. if you're not tech savvy they will rip you off. Avoid.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2016-08-26
- Comments
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Paying for fibre and last test returned results of download 0.8mps.
Absolutely useless.
- Location
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- Location
- Rotherham
- Reviewing
- Plusnet
- Date
- 2020-07-09
- Comments
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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.
- Location
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- Location
- Coventry
- Reviewing
- Plusnet
- Date
- 2019-09-27
- Comments
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Shocking Customer Service
Don't be fooled by the adverts this…
Don't be fooled by the adverts this company's customer service is a disgrace. Numerous calls, no action , passed from pillar to post , no resolution, no clue
Avoid!!
- 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.