3,751 Customer Reviews over 94 pages
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- Location
- Bury Lancs
- Reviewing
- Plusnet
- Date
- 2014-09-20
- Comments
-
My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
This all took place on 6/09/14 .10 days before change over date.
On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
Was it a mistake or was it payback for cancelling you decide.
They didn't do me proud
- Location
-
- Location
- Herefordshire
- Reviewing
- Plusnet
- Date
- 2015-06-29
- Comments
-
Plusnet are absolutely awful, constant drop outs and slow speeds. No help beyond "have you tried resetting the router?" from customer service. Will change internet service provider as soon as I can. Please, I urge anyone to stay away from them.
- Location
-
- Location
- WALLSEND
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
-
Phone Del Boy before you phone Plusnet
I can honestly say that Plusnet are the worst company I've come across in all the years that I've used the Internet and I have been doing that since windows 95
Their customer service is less than zero, their sales team are not to be trusted,their products and promises are not true and if you have a problem with them don't expect them to "Do you proud"
Phone Del Boy for a better deal
YOU HAVE BEEN WARNED
DO YOURSELF PROUD
GET SKY VIRGIN BT OR ANYBODY ELSE
IF YOU HAVE NO OTHER OPTION GET A CARRIER PIGEON OR LEARN HOW TO SEND SMOKE SIGNALS OR EVEN BUY A 2ND CLASS STAMP THEY WILL ALL DO A BETTER JOB THAN PLUSNET
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2015-12-22
- Comments
-
I thought talk talk were bad but plus net are diabolica! Despite promissed downloads speeds of 4-10 meg mine were always 0.3 - 1.1 way below the governments promise of 10 meg! We now have Virgin fibre offering 50 meg but guess what, to get out of my talk talk deal will cost £ 94!!!
Absolute sharks, their slogan should be changed from we'll do you proud to we'll do you over!!!!
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-02-25
- Comments
-
The worse CEO complaint department and worse for service. Failed to cancel my contract after 30 days notice due to an error in their system. I only knew because collections started t chase be for 3 months unpaid bill. Contract still not cancelled and complaints being ignored. Finally the case is now with the ombudsman and account has been closed. Indian call centre can at least cancel the contract on time. ! ! ! !
- Location
-
- Location
- Luton
- Reviewing
- Plusnet
- Date
- 2022-10-10
- Comments
-
I would avoid them to be honest. I would avoid them. The customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl.
Update on 10/10/22 - Have come to an agreement with Plusnet, and have had half the debt written off, and have paid the other half. Had the following update this morning on my credit report:
ORGANISATION NAME
PLUSNET MOBILE (I)
STATUS
1 payment in arrears
ACCOUNT NUMBER
****7012
This means that the payment status on one of your accounts has been updated, and is worse than what it was last month.
Even though it's been paid off - didn't take them long to do that, did it - so extra note of caution, they'll hit your credit score if you give them half a chance.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-06-07
- Comments
-
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
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-03-18
- Comments
-
Avoid like a plague
.... their service and attitude to customers is worse than a pandemic or plague for that matter.
I contacted Plusenet to inform of the sad news that my dear Mother has passed away and will need to stop her telephony and broadband service. Instead of offering sympathy and an empathy of the loss of a parent, I was lectured by the call centre agent that given the initial contract was arranged by myself (my late Mother suffered from severe dementia) then Plusnet is not obliged to terminate the service and should I to wish to do so then there will be penalty charges. The agent repeatedly re-iterated her position despite the fact that I alerted her that the service was provided to my late Mother home and the monthly service charge was taken out of her account.
I am still waiting (4 days now) for a senior manager to call me back, as promised by the agent, in the hope of having a more rational discussion rather than a one with an automaton agent. To add an insult to an injury, I received, today, a text message from Plusnet informing that they intend to close my complaint and escalation request, as in their view my complaint has been resolved.
At the end of the day, quality of service can only be assessed on how flexible, understanding, caring, sympathetic a business is and how it deals with the exception to the norm, if any. I am sorry to say that Plusnet staff has demonstrated that the company to be heartless, uncaring, rude, lacks basic level of compassion or consideration for a bereaved person
- Location
-
- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2020-01-28
- Comments
-
Lots of trouble with speeds and now billing, customer services is the worst I have ever come across, avoid this company
- Location
-
- Location
- surrey
- Reviewing
- Plusnet
- Date
- 2017-12-23
- Comments
-
I thought sky was bad so I switched to plusnet. What a mistake. It took over a week to actually get the internet working after the switch date, due to incompetence in their part. Hours on the phone to be told fairy tales, and now the internet is so slow it is like having dial up again.
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2018-12-02
- Comments
-
Had nothing but problems with Plusnet since I signed up. You're supposed to have a 14 day grace period the moment your new bill is put in place so that if you can't pay your bill on time, you still have a set number of days before they add any restrictions to your account. Do you think I get that service? Hell no. Today is just another example of their mocking. They chose the date that I pay on, despite me claiming several times that they won't get their money that day due to it not being my pay day, but they didn't budge, instead choosing to tell me "You'll have 14 days to make the payment before we add any restrictions." which was the initial reason I switched to them to begin with, but instead, they add the restrictions the exact same day that the bill is due, completely breaching their contract with me (meaning I do have the right to terminate) and then adding restrictions to their own website so I can't connect to click the 'Not ready to pay?' option. Nor could I get onto it to get Live Chat support, or just to log in and pay if I had the money. If they don't want their money that bad, then that's no problem for me. But considering they know my difficult situation regarding why I need the internet, not want it, and that it's all apparently 'written in my notes' on their end, they don't seem to have any trouble messing me about at every possible opportunity. I've been their customer for over a year now and cannot recall a single time when this has never happened to me. Obviously their motto 'We'll make you proud' and their claim of being 'there for the people' is about as legitimate as my claim to the throne!
Personally, we should revolt against this disgrace of a company and come together to petition against their joke of a company, then send it in to trading standards, watch dog, and ofcom. Let's get the results we deserve from them!
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2019-03-06
- Comments
-
I have had the worst experience with Plusnet please stay away from them and whatever you do do not make the initial payment because if you change your mind within the 14 day cooling off period they give you inaccurate information as to when you will receive a refund. First it’s within 7 days then when you don’t receive it and contact them they say it’s 48 hours and then when that does not happen you contact them again and get told they are sending a cheque within 14 days. WTF ridiculous.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-22
- Comments
-
Cheap internet product, broadband service is very unreliable with intermittent internet connection. 45mins to an hour wait to speak to customer service.
- Location
-
- Location
- Darwen
- Reviewing
- Plusnet
- Date
- 2023-05-02
- Comments
-
Would not even give one star if it was possible. Signed up 6.3.23 leaving 4.5.23. After hours and hours of phone calls being passed here there and everywhere without sorting any issues sometimes unable to speak to people numerous promises of calls back which were never received etc. they have been useless from start to finish! Please do not sign up for your own sanity even my husband who is very placid and laid back said they are making him ill.
- Location
-
- Location
- Essex, UK
- Reviewing
- Plusnet
- Date
- 2024-03-30
- Comments
-
Truely horriffic service!
I have had speed issues for over 5 months. During this time I have been working with the tech team at plusnet, there is no resolution, and the said if I want to leave it will cost me over £100 (170 if I remember correctly) and to top this off they want to increase the price above the amount I signed up for by 3.9% above CPI! What a rip off.
All of this just to try to get the "minimum guaranteed speed that's hidden in the small print! I have NEVER seen the 41-60Mbps the lured me in with!!!!
AVIOD AT ALL COSTS!
- Location
-
- Location
- Perth
- Reviewing
- Plusnet
- Date
- 2018-04-14
- Comments
-
Still harassing me with calls and letters over what they say is an outstanding amount. Despite 3 calls and each time they admit this is their error and they will have it sorted out. ABSOLUTE IDIOTS.
- Location
-
- Location
- cumbria
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
-
Worst customer service ever, you wait over 30 mins to speak to someone and then they just tell you to ring another dept , engineer didn't turn up twice to install socket and then they charged me for a phone line i couldn't use! JUST AVOID, AVOID AVOID!
- Location
-
- Location
- colne lancashire
- Reviewing
- Plusnet
- Date
- 2019-02-05
- Comments
-
i have had nothing but trouble from plusnet i would never recomend the company to anyone thay are false advertising on tv saying thay will go the extra mile its all rubbish i have asked for a manager to call me back on several acations but no body ever rings back as soon as my contract is up im out of here i am taking my case to the pdf and the onbudsman as this is rediculas the way ive been tret the staff tell you one thing then thay dont do it im contacting the papers about the service
- Location
-
- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2019-08-02
- Comments
-
Crap service, dodgy internet, endless hidden fees. Avoid.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
-
Never join appalling service, dishonest advertising, understaffed, complacent and smug- plain lying to get people to join. Basically nothing works i would give negative ratings if i could. should be reported to OFCOM
- Location
-
- Location
- England
- Reviewing
- Plusnet
- Date
- 2020-10-14
- Comments
-
Absolutely horrific, the slow Wi-Fi speeds along with a data plan that DOESN'T even work. Avoid this provider at all costs, I will recommend BT as it actually works and has very nice customer service. The servers can handle more than an a E-mail unlike PlusNet.
- Location
-
- Location
- Hackney
- Reviewing
- Plusnet
- Date
- 2016-02-25
- Comments
-
The broadband is not working since few days,issue not fixed,we won't know when is going to be fixed.Poor customer service,we are loosing business because of it,and there's no compensation for that.
Would not recommend this company
- Location
-
- Location
- Lancs
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
-
I'm REALLY disappointed with PlusNet!!! I'd been a customer previously but reverted back to Sky to get a set top box when the last one gave up. The plan was always to go back to PlusNet as they had been good, IN THE PAST.
Signed up, paid, and then waited, and then waited a bit more, and waited more. Eventually called them 1 month after it was supposed to be switched over.
They hadn't done it. No apologies, no nothing. Offered to refund my money but no other solutions offered.
What was once a good company now seems to have gone down hill, rapidly.
- Location
-
- Location
- Southwest
- Reviewing
- Plusnet
- Date
- 2020-01-05
- Comments
-
Customer service diabolical! Have asked them politely several times to update their records after receiving monthly generated email payment requests for my account. I left them 3 years ago! After disagreeing price offered to existing customer compared to new customers. Asked them today why it's not possible to update their records regarding my account? To which their response why to hang up the phone! Enough said!
- Location
-
- Location
- gateshead tyne and wear
- Reviewing
- Plusnet
- Date
- 2016-10-22
- Comments
-
Plusnet are the worst company ever. We told we have statement throu the door hasnt came
When we rang to get it in we make one off payment of £20 then it be £22 for 12 mobth but no they chargung us £33a month n that without any add ons.
We made a payment on the 13 oct now we got bill saying we need pay and even cut us off.
The conpany total piss take best company b eith is SKY
- Location
-
- Location
- essex
- Reviewing
- Plusnet
- Date
- 2017-04-14
- Comments
-
awful customer service staff promise things such as call backs that do not happen.staff are rude talk alot but do not deal with issues.want to constantly do anything to avoid dealing with issues such as line faults affecting broadband .worth paying more for a decent provider took 4 weeks to solve a problem and 200 hours of phone calls.-AWFUL
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2020-08-13
- Comments
-
Please do not join plusnet. The customer service has been shocking and I have been told that the 14 day coolong off period starts from the day I order even though my broadband wasnt active or router arrives for a number of weeks. It didnt work, sent back day after receiving as could not get through for support. I could not get through by phone. Email or live chat. I followed online advice to complete form and send back. I have just got through by going via Sales and told I am now out of my 14 day cancellation policy. I have requested a manager call back. Please if you are considering DO NOT USE PLUS NET!!!! DISGUSTING CUSTOMER SERVICE!!
- Location
-
- Location
- Swadlincote
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
-
Worst service on the market. Have had to plug in to the master socket as the signal is that poor. Can't wait for my contract to finish and leave the worst company on the market.
- Location
-
- Location
- N17 London
- Reviewing
- Plusnet
- Date
- 2019-07-11
- Comments
-
Half of the time, it is useless. Plastic rubbish routers, and same problems circling monthly. Worst of the worst
- Location
-
- Location
- YEALMPTON
- Reviewing
- Plusnet
- Date
- 2019-12-01
- Comments
-
Terrible customer service. Waiting for ever, only to find the department can not deal with your query.
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2020-08-22
- Comments
-
Can’t even provide 15mbps When is supposed to be 70!!
WiFi cuts out by the hour
Some MacBooks won’t even connect and I’ve tried everything
Customer service is a joke
Absolute trash
- Location
-
- Location
- stoke
- Reviewing
- Plusnet
- Date
- 2018-01-30
- Comments
-
Let's face it, a company is only as good as how quickly they respond to issues that arise. I haven't had a phone line for the last few days and internet connectivity has been extremely poor (cutting out every 1-2 minutes) Following a conversation with a guy called Yasser, he determined there was a fault inside my home and he would need to send an engineer around four days later to fix the problem and for which I would have to pay £65. Well, I waited in all afternoon and no one turned up from Open Reach and I am informed that I have to contact Plusnet. These are the facts. The service is diabolical, post sales customer care is non-existent and internet reliability is hit and miss (even when there are no faults at anyone's end). When will I get my landline and internet back? Who knows. Perhaps I'll wait till my contract ends in August and just go Fibre with Virgin.
- Location
-
- Location
- Northampton
- Reviewing
- Plusnet
- Date
- 2018-12-24
- Comments
-
This company is a joke . Total waste of time . Broadband is rubbish . Mobile is rubbish . Customer service rubbish . I cancelled my contract with them after the contract time was up , then they reckon I didn't cancel and got debt collectors on to me . Do yourself a favour and go somewhere else .
- Location
-
- Location
- Romford
- Reviewing
- Plusnet
- Date
- 2015-09-06
- Comments
-
This has to be the worst provider in the world. Online customer service leaving me when I mention problems. Phone customer services the same. It's true you pay for what you get, in this case a piss poor service
- Location
-
- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-12-25
- Comments
-
Would not recommend plusnet to my worst enemy... ordered fibre and received adsl at 3-4Mbps. Had to pay extra to upgrade... 5 weeks later I've sat in about 15 different queues and been told 3 5imes that my fibre order is complete.. only to find out it was actually never completed and that there is a mysterious 'delay' that absolutely no one at plusnet has any idea what it is. Still waiting for fibre.. will probably cancel though I've known anything like this in my life.. it's nearly 2017 for crying out loud... AVOID PLUSNET AT ALL COSTS! You get what you pay for at the end of the day and there's obviously a reason why plusnet are so cheap...
- Location
-
- Location
- blackburn
- Reviewing
- Plusnet
- Date
- 2017-04-28
- Comments
-
just had plusnet installed today and the phone line already has a fault (after 1 hour) told I will have to wait till next week before it can be fixed why have I paid £59.95 to have a dodgy phone line installed I DON'T THINK SO
- Location
-
- Location
- Lewes
- Reviewing
- Plusnet
- Date
- 2018-03-26
- Comments
-
The worst thing in the world. Constant problems, no one following up or trying to help, hours and hours of my life wasted.
It's been almost a month and still no live internet connection. What the heck is going on?
Just don't put yourself through it.
- Location
-
- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2014-08-06
- Comments
-
I have endured nothing short of a terrible time allowing Plusnet anywhere near my phone line and broadband service. Please read my experience before contemplating your choice of phone/internet company - I don't want anyone else to go through the stress and pain I have suffered and so I am sharing my experience as it was...
I was persuaded to cancel an order with BT in favour of Plusnet's "Outstanding Service". I did order a transfer of line and a fibre broadband service from them.
Plusnet cut off my Talktalk phone line including my valued home number and broadband service on August 4th in error without reconnecting me to their service. This was not the correct day as I had already requested a much later date some weeks before, because my wife has a lot of night shifts and access to my home office communications is critical at the present time. I was told that there had been two serious mistakes with my seemless transfer and my number had been terminated by mistake as well.
I have been chasing around for hours on end calling and writing on their ticketing system which appears the only way to get anything done or complain but nothing seems to happen. When I called they simply said that complaints were not taken by phone. My complaint seems so far to have been ignored (but then perhaps that is OK as they say it might take 5 days - or more I was told when I called as they had a lot to deal with at the moment and the systems were down that day apparently!) - So are mine - internet and phones for my home office (VOIP) and home phone line!
They now say they have allocated a definite day more than 2 weeks hence as the earlier dates I requested are now not available for the restoration of my service that should still be operational - not quite the same as waiting for a seemless transfer a couple of weeks or so late - is it?
Having decided I did not trust Plusnet to install my service again (after all the mistakes and poor service) and not too sure whether this date is actually booked (they have a odd requesting system which didn't happen for me twice before). I decided to order a transfer of my line to BT which can be done in 5-10 days (quicker than waiting for Plusnet to reconnect me). However because of Plusnet's double mix up my line can't be transferred at the moment! I have tried to discuss this with someone at Plusnet but they don't seem to be able to help me despite the fact they are in effect locking my line up preventing me doing anything.
My only other option has been a radical one (justified I feel). I have this evening abandoned my home line, number and internet service and ordered a completely new line from BT for installation. I know now with confidence that although I will have to wait a little longer that my new service with BT will be installed on 28th August by a company that I can actually have a dialogue with and rely on. Unfortunately it is not quite the service I want as the unlimited service with BT is too expensive for me so I have had to settle for a 20G limited service. This is I feel a desperate solution to a serious problem that I simply cannot tolerate the loss of all these critical services any longer. The Plusnet line is therefore now surplus to requirements and I am wondering whether it will be possible to recover the number that is so valuable to us?
This action has been a very costly (£400 down in pre-payments), lost my long term land line number (what a pain), no internet and phone for home and office for 3 1/2 weeks not to mention all the wasted time and stress trying to resolve this.
I am considering my legal position with respect to the various aspects of this and how and in what form Plusnet could make this whole dismal saga up to me and my poor wife. We are beside ourselves with the whole thing!
If a manager at Plusnet is reading this then perhaps you could give me a call on my mobile. This web site may be the quickest way to initiate a dialogue with someone who actually cares at Plusnet? I say contact me on my mobile because my land lines are down and I only have sporadic access to internet. I did call a few times on my mobile and after queueing for long periods when answered I was told no manager was available and that all complaints should be directed to the ticketing system (5 day response at best) and I was concerned with the call charges I might be racking up calling an 0800 number on my mobile.
Or alternatively apparently I can write a complaint to their headquarters. Then I can have a blistering 10 day response time!! I have chosen the faster approach and heard nothing so far.
So if you have read this far and are considering what phone/internet company to use then you can make up your own mind, I have simply shared my experience with Plusnet on this occasion. I would also like to ask the managers at Plusnet to withdraw the advert advertising the great customer service which keeps coming over my car radio and now makes me grind my teeth. Unless my experience is an isolated one, which I suspect it is not, them your advert is, in my opinion, a misrepresentation of your poor customer service through a slow ticketing system.
My final comment is simply that this is the worst customer service that I have ever experienced with any company I have dealt with particularly when it has been their mistakes that dropped me unnecessarily into a distressing crisis. It has made me feel that the managers their do not seem to care at all.
My feeling is that I should consider issuing some sort of legal proceedings for damages if appropriate refunds, appropriate financial compensation and an apology are not forthcoming in double quick time.
Any response Plusnet or do I have to pursue this along those avenues?
- Location
-
- Location
- Barkaway
- Reviewing
- Plusnet
- Date
- 2018-11-05
- Comments
-
Switching to Plusnet was worse choice ever, speed issues, regular dropouts of service, useless tech support, I’ve cancelled my contract, 3 months later they are still billing me, now going through Telecom Ombudsman to recover my overpayment. I’m currently writing this while on hold to Plusnet Customer Service, current wait 27 minutes...there strap line should be ‘we do you over’ NOT ‘we do you proud’. Stay away from this provider at all cost!!!!!
- Location
-
- Location
- llanelli
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Comments
-
worst internet provider , had at least 30 dropped connections a day , complained they then slowed my broadband speed to 186kbps by changing settings , now when i complain about speed they ignore me . my advice go elsewhere
- 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.