3,751 Customer Reviews over 94 pages
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- Location
- York
- Reviewing
- Plusnet
- Date
- 2016-10-12
- Comments
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Pretty crap, they take a while to install your service (like a month) and then a month later change their terms of service to make it more expensive to keep or cancel the service.
Really understaffed call centre so always takes ages to fix anything.
Broadband was very poor, I lived alone in a one bed flat, used my laptop next to the modem and it was still often quite slow.
Still better than Sky were though, they were tragic.
- Location
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- Location
- Swanage
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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Plusnet were pretty good except if you have a problem they take between 15 to 35 minutes to answer a call..tell you its sirted abnd then you get emails and texts sayi ng you havent paid .. so another 40 mins holding and you say ill send an email..that way we all have records..simple.. except broadband supplier Plusnet dont accept incoming emails.. has to be done by post.. what an awful company to do business with
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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I have had nothing but reliability troubles for weeks. If you try to complain you are put on hold and then if you eventually get through they want to put you on to another department which again has a hold period. As someone said previously there is no minus category. Do not go with PlusNet, The word rubbish is too high a category for them. I am changing to another provider, even if the service is as bad it is only half the cost. Avoid PlusNet. I wonder if this can ever be sent????
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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I have had nothing but reliability troubles for weeks. If you try to complain you are put on hold and then if you eventually get through they want to put you on to another department which again has a hold period. As someone said previously there is no minus category. Do not go with PlusNet, The word rubbish is too high a category for them. I am changing to another provider, even if the service is as bad it is only half the cost. Avoid PlusNet.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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Hard to contact by any means other than phoning. The online chat never seems to be available and when contacting them by email all they send is an auto response saying that they don't respond t emails for various reasons. It's odd that email contact works very well in my experience with other online service providers. I contacted Plusnet on Twitter and was referred back to their support phone number. They must think that people have all day to spend chatting. Our broadband stopped working due to an outage and it seems incredible that they don't have any inbuilt redundancy systems to provide continuity of service. I'm fed up and am switching to Sky.
- Location
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- Location
- South Devon
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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Joined Plusnet about 3 yrs ago when reviews were excellent however it has just gone from bad to worse. Very, very difficult to contact them often wait times exceed an hour - it really is a joke especially when you see how they market themselves with a caring attitude - they are having a laugh at our expence. Very difficult to get resolution for incorrect invoicing etc. Won't be staying after this contract ends as they certainly haven't done anything to remedy their pittiful service. DON'T USE THEM
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-10
- Comments
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Customer service is awful. It took 50 minutes to speak to someone when I wanted to cancel. They wanted me to pay a disconnection fee which they never mentioned when I signed up. Even the web chat is bad, taking up to 20 minutes for someone to answer, then if you don't respond within a few minutes they disconnect the chat - even though it took them longer to reply to your last message to them!!!
The broadband speeds were variable - I paid for the speed upgrade, but often things would grind to a halt, and it was obvious bits of their network couldn't handle the speeds fibre offered. When I signed up originally they were great, but over the past couple of years their performance has plummeted. Avoid them at all costs.
- Location
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- Location
- Newport, South Wales
- Reviewing
- Plusnet
- Date
- 2016-10-10
- Comments
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Shocking service. They don't do anything right. You can never get hold of them. Bad insulting customer service. Regretting signing up for them and can't see no end of the story. I am having troubles to get my money back and I am having troubles to cancel even though they are failing to meet terms of the contract. You can't email them, waiting time on the phone is min 40 min and than they will disconnect. They don't provide copy of on-line chats. Really really bad service. Stay away from them.
- Location
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- Location
- bridgend
- Reviewing
- Plusnet
- Date
- 2016-10-09
- Comments
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Do not sign up with them on any account, I haven,t been able to watch anything on BBC Iplayer for a month, I even bought a new set top box, endless hours waiting on the phone never less than 50 minutes wait time, and still got no where, Currys say its our internet that is the problem. But they say they are giving me a satisfactory, broadband speed, now I,m tied into an 18 month contract, go to Talk Talk, they answer the phone in 10 minutes.
- Location
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- Location
- Barnsley
- Reviewing
- Plusnet
- Date
- 2016-10-09
- Comments
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Worst broadband supplier I have ever had the displeasure of using. It took over 2 months to install despite repeated promises it would be much sooner and the refund I got for this period was derisory. It takes over 30 mins for customer service/tech support to answer and one of the numbers supplied was a premium rate number, with no warning it was one, which cost me over £14 before I was cut off(online payment was also unavailable during this time). Payment is expected in the middle of the month and can't be changed despite repeated promises that they will be changing soon. I'm also only receiving 70% of the speed I'm paying for.
If this is how plusnet do you proud then they should be ashamed.
- Location
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- Location
- South Norfolk
- Reviewing
- Plusnet
- Date
- 2016-10-08
- Comments
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I wish I had read these reviews before being duped in to signing an agreement with Plus Net. I have to ask where the hell is OFCOM allowing Plusnet to provide such shocking service? Where are our customer rights? If I stop paying my DD I'll be taken to court so what other options do I have?
From the day I signed my contract I have experienced nothing less then abysmal service for all aspects. The audacity of Plusnet to they'll only visit my house if I agree to pick up any costs should the fault not be their responsibility. As I pointed out to them I have moved to a brand new house, their engineer installed the line, they provided the router, they set everything up on a 'virgin' site.
I worked from home yesterday. The broadband was so slow I nearly missed deadlines and I now have to work on a Saturday to catch up. The router was restarted and my partner even logged off his laptop to see if the speed would improve - wishful thinking. As I was working I was listening to a documentary on iplayer. The one hour documentary took 5 HOURS to complete because of the buffering. It now Saturday morning and I thought I would watch The Last Leg on All 4 on my brand new TV. It's been on for 45mins and I'm not even through the introductions of the first part before break..and would be the point of complaining to Plusnet?
I truly haven't experienced such awful broadband (even PSTN was better). And one final point, my neighbours on the development don't experience the same problems with their service provider.
So, in a way I feel a little better to read that others have the same problem but angered even more that Plusnet continue to take our money, advertise as the best and take no responsibility for clearly thousands of unhappy customers. If they are not prepared to do anything we are all tied in as good, hard working consumers paying our bills with clearly much greater integrity than Plusnet which gets us no where.
If you read the reviews and still take an agreement with Plusnet document all your dates, calls and emails with them so you can keep track of the process and good luck.
- Location
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- Location
- Beckenham
- Reviewing
- Plusnet
- Date
- 2016-10-08
- Comments
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I joined plusnet mainly because of their good customer satisfaction about 2 years ago. I am afraid they are now rubbish. I have been trying to get through to customer service over a week now. I often give up after waiting for over 30 mins. Repeatedly using the storms in the Uk as an excuse for their inefficiencies. I am afraid Plusnet sucks. Looking for another provide!!!!!
- Location
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- Location
- MACCLESFIELD
- Reviewing
- Plusnet
- Date
- 2016-10-07
- Comments
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Oh dear! I joined Plusnet few weeks ago. Did not realise they are owned by BT! I did not know about this forum until now. What a disaster. I spend more time waiting for Customer Service to aswer the phone than I do online. Current speed 0.38. What dreadful people. Do not touch.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-06
- Comments
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Told us to wait 15 days to connect phone line. But no internet on the live date. Tried to contact them , each time take 40-60 minutes, they said everything is fine from their side, but still no internet. Then received a message to say your broadband is ready to use on xxxxxxxxxx. This is not our number at all!! Calling them now , over 50 munites still no answers. Worst customer service , worse than old NTL. Please avoid this company.
- Location
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- Location
- Norflok
- Reviewing
- Plusnet
- Date
- 2016-10-06
- Comments
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Absolutely terrible - took 2 months to connect and now a month later speed is beyond a joke. I have made them aware of the issues from the start and each time I am transferred to a different department then another department just to end up at the faults team. They 'do' some work on it/send an engineer out and it still isn't fixed. Then it's start the process over again. 3 times this has happened and I have had enough - rang them to tell them I want out and yet again it is referred to faults team as they need see if there is anything more they can do before they authorise the termination of the contract without charges.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-06
- Comments
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06 October 2016 - Time: 09:52
Time on hold: currently 26 mins .... Will update when I submit again....
Brand new home, brand new lines, brand new equipment etc etc
What can I add to what has already been scribed below? Nothing really except for DO NOT TOUCH THIS COMPANY, please please please do not touch this company!
I would rather you have one less coffee a week, or one less treat so as to afford a better service else where!
It is true in the most famous of quotes.. 'You get what you pay for'.
Please please please do not sign with this company!
Time on hold.... Currently 32 mins and waiting .....currently using 4G to access the Internet!
Do Not sign a contract with these people!
Sadly there are no minus stars!
- Location
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- Location
- SE1
- Reviewing
- Plusnet
- Date
- 2016-10-05
- Comments
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Vindictive customer service
Just the worst customer service I've ever experienced. These people will actually lie to try to get their way. You can tell they're bad because as soon as you get through their agents are already stressed and in battle mode.
Actually unbelievable.
- Location
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- Location
- Norfolk UK
- Reviewing
- Plusnet
- Date
- 2016-10-05
- Comments
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Beware the cost of £30 to stop your service if you change supplier even out of contract ... so the start up deal is good but a real sting in the tail when you decide they are so rubbish you want to leave them.
During my unfortunate spell as a customer they tried to cancel my line 5 or 6 times saying I had asked to move, even though I paid annually up front. totally rubbish experience - so bad that I have had to go back to BT direct for heaven's sake.. how desperate is that.
- Location
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2016-10-05
- Comments
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Customer Service is appalling waited 30 mins every time you call to speak to someone about a Customer Service issue. When my BB deal ran ou the advisor I spoke to was so disinterested to keep me, when I spoke to a Team Manager and asked could I have BB for £2.50 per month he said this was for new customer's only and PlusNet were losing money on this deal so I could leave as I was out of contract "It's your prerogative to leave". When I asked for the complaint process I was advised to just write in. They do not accept emails for complaints and will only accept communication via letters!! APPALLING CUSTOMER SERVICE. THE WORST I HAVE EVER EXPERIENCED
- Location
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- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2016-10-04
- Comments
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Do not consider Plusnet. There recent network changes have been a disaster. There are thousands of disgruntled customers ( look at trust pilot 1/10, 1500 reviews!) . the speeds are slow, no chance of streaming TV and customer service diabolical... Look at the stats typically 100 mins to answer calls. A few years ago they were OK...no they are absolute rubbish. AVOID...you have been warned
- Location
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- Location
- Heysham
- Reviewing
- Plusnet
- Date
- 2016-10-04
- Location
-
- Location
- CLITHEROE
- Reviewing
- Plusnet
- Date
- 2016-10-04
- Comments
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never ever go with PLUSNET! We supposed to have fastest speed but having 70% less from promising, keeps crushing. Customer service waiting time 45 min. to speak.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-03
- Comments
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Signed up to plusnet over 3 weeks ago. Engineer came and fitted landline last week.
Made one call as test and everything appeared fine. Three days later figured out no dial tone so no calls in or out, something had gone wrong since my test call. Pain checking different sockets with different phones to make sure problem is not on my end, but all clear problem is with Plusnet.
Two days now since I received text message from Plusnet saying my broadband was up and running but I cant get anything.
So after three weeks and a bit I still have no broadband and no phone and have no idea when I will. I wont even talk about their absolute useless costumer service, I have found it next to impossible to get in touch with anyone, and to make it worst I have to pay to ring them as my f**king phone don't work. The quicker I get away from these incompetent bloodsuckers the better for me.
Useless, avoid dealing with these idiots if at all possible.
- Location
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- Location
- Fareham
- Reviewing
- Plusnet
- Date
- 2016-10-03
- Comments
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Plusnet took my order for fibre and couldn't deliver. They forgot to tell me this and yet still cancelled my line with my previous supplier. I only found out by waiting on the helpline for over an hour. I'm now without phone or broadband and live in an area with no mobile signal
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Comments
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Absolutely awful, no internet for over a week now, still in contrac,t but as they are not fulfilling their part of the contract it is void and if they try to get a debt agency after you, just tell them its in dispute and they have to back off, do not pay for a service you are not getting. Begin a switch with another provider and as soon as it goes through, cancel direct debit. A class action is needed.
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Comments
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The tech is much the same as anyone's but the customer service is absolutely appalling. Call wait times of 45mins - 1hr are common, similarly I have experienced long queues using the chat feature e.g 15 - 40+ in queue with consequent long waits. I have also experienced the person on the end of the chat not being able to deal with my enquiry and suggesting that I join a fresh queue to be dealt with by another agent. I have repeatedly experienced these issues in separate contacts with plusnet separated by weeks and months and attempted at different times of the day. Their recorded messages always attribute such poor service to "exceptionally high call volumes" but they cannot be that exceptional if they need to refer to them so often. If they offer you a low price, there's a reason why they can do so: from my exprience, there are insufficient service resources. Avoid!
- Location
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- Location
- west lothian
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Comments
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Move from BT due to cost - thinking broadband is broadband how can there be any difference. WRONG.
The broadband began to have big drop outs almost immediately on switching. Told at the time this would disappear with time as the line "optimises" Again WRONG.
Line got worse, with periods of hours on end of no broadband - day or evening. I can't remember one streamed film that we watched right through with no failure on the line. Entertainment is only an irritant but If you work from home as I regularly do this is a nightmare.
Now - as to the well advertised customer service. Got in contact to get the problem fixed. Logged into the system and gave them 3 times when I would be at home for an engineer to have access. This will be sorted soon. WRONG.
No one appeared and no contact to confirm. I went through customer service calls and online chat (from work). Ah yes we can see you are having a lot of problems on that line. We will open a case file and get someone out - give us 3 dates/times ect.. Again. Nothing. Went into my account and the case was closed with no action taken again. Contacted them again - furious. Asked to go through the same pantomime process of providing three available dates.
In essence. They have very poor service to match their very poor product.
Was looking at options and attracted to the John Lewis deals then discovered that their services are provided by Plusnet.
BT no longer seem overpriced. With plusnet I am paying for a service I don't receive - now that is poor value for money.
- Location
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- Location
- bridgend
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Location
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- Location
- North east
- Reviewing
- Plusnet
- Date
- 2016-10-01
- Comments
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The worst mistake I made in a long time. The service is slow
Staff are unhelpful and are quite happy to take your cancellation fee if leaving before 18 months.
Phone line is fine that's why the 1* and because I can't go any lower
DO NOT SIGN UP TO PLUSNET YOU WILL BE FRUSTRATED
THE BIT OF MONEY YOU SAVE FROM LEAVING BT ISNT WORTH IT
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-10-01
- Comments
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Have just switched to plusnet regretting it already I would say to anyone look at their facebook page I wish I had and just dont switch to them.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-09-30
- Comments
-
Worst customer service ever encountered. Call waiting times anything from 30 mins to 1 hour. Still didn't solve problem after my first 49 minute call. Avoid them like the plague.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2016-09-30
- Comments
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Big mistake. I signed up to fibre broadband with Plusnet and an engineer fitted the BT box 3 weeks ago. Since then I have had to call their customer care department 3 times as no router was sent and on each occasion was put on hold in excess to 35 minutes each time.
After the third call the router was delivered.
I have now installed the router but broadband is not operating at all. Once again I called customer care and this time was put on hold for 38minutes. Apparently there is a technical issue with the connection to my property but my call was disconnected so STILL NO RESOLUTION and more importantly still no broadband.
I have previously used Sky, Virgin Media and Talk talk but have never been so unhappy as to the service and customer care supplied by Plusnet. Worst service by far and I'm trying to cancel my service and attempting to receive a full refund.
- Location
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- Location
- Hereford
- Reviewing
- Plusnet
- Date
- 2016-09-29
- Location
-
- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2016-09-29
- Comments
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Been with this company for three years until now and broadband is so unreliable then went off but when you phone them we will raise a ticket which in turn takes up to 5 days if not longer and just got fob off when you speak to them so now changing
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2016-09-29
- Comments
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Sorry to say that I moved from BT to Plus Net
Wish I did not 1 hour on the phone on hold only to be told there is nothing wrong with by Bband even though it cuts off every night around 21.30
Sorry but just crap looks like it's back to BT as I never had this problem in 15 years with them
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2016-09-28
- Comments
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I ordered fibre broadband on 15th August, paying my initial fee straight away and still today, 28th September, I have no internet. They have fumbled my order since day one (cancelling it several times to then apologise saying it was a mistake) and every time I challenge Customer Support, I get what may as well be a computer generated response that avoids all of my questions.
I could not recommend them any less. Avoid, avoid, avoid!
- Location
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- Location
- leeds
- Reviewing
- Plusnet
- Date
- 2016-09-28
- Comments
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Awful company. Unreliable connection, cutting off frequently in early months then got slower by the month. Took a week to get through on the phone to miserable rude staff. No interest in helping whatsoever. Avoid.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2016-09-28
- Comments
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Plusnet offered me a priority connection on 15th August which they then cancelled because BT couldn't offer service that day(?) So Plusnet was in no position to offer the original priority connection. They cancelled the date only two days before. They texted the 26th. August then two hours later the 30th. I cancelled shifts to be in and no one showed up. Got a text that my internet was on. No it wasn't. Phoned and was told it might take up till midnight that day. No internet. Called again. This time asked which lights were on on router. Advised to check phone sockets in house. Advised to unscrew plate on phone sockets to check if I had a dial tone. Refused - I am not a phone engineer. Housing Association sent engineer - sockets not connected by BT. Phoned Plusnet told them they would have to send an engineer to the property to sort the lines. Told them when I would be home. Turned down two shifts to be sure of being in on those days. Got a call at work from BT openreach engineer that he couldn't fix the line because he would need access to the property. I told him that I had given Plusnet the days that I would be available and this was not one of them. He had been booked by Plusnet as No Access Recquired probably because that was cheaper than booking an actual appointment. I called Plusnet again and waited and waited and waited on their understaffed phone line to speak to someone. Finally got through and arranged anothe appointment for another day that yet again I had to turn down work to wait in for a BT Openreach engineer who came promptly to the house and sorted out the line problems. It has taken from 29th July when I first placed the order until 20th September to get connected. Had Plusnet arranged on the 30th of August to have an engineer call and check that the internet was working they could have sorted it out on that day. Had they had proper checks in place when I first called to order the internet they would not have taken money off me for a service they could not know if they could provide. At each step of the way Plusnet has made what seems like no effort to actually do the thing that would most easily and efficiently solve my problem. It has cost me nearly £200 in lost earnings as well as the sign up fees I have paid them to join their rotten service and now they have offered £37.48 compensation - one free month line internet etc. I cannot quit the contract without penalty but I will be leaving at the end of the contract and I will be advising all friends and strangers via Facebook Twitter Messenger Snapchat of the rotten service you provide. The internet is the internet, a phone line is a phoneline, pretty much the same whoever provides it. Customer service and problem solving is what makes the difference and you have been rotten at both. The only person in your company who actually sounded like she gave a damn if I was your customer or not was Katy in billing. Otherwise poorly trained, poor service, and ultimately for me horrendously costly. In the process I have spent 182 minutes - that is three hours and 2 minutes on the phone waiting for or speaking to your 'advisors'. Worth some compensarion in itself. By the way BOTH Openreach engineers that I had contact with said that on no account should a customer be advised to open or tamper with any BT equipment.
- Location
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- Location
- Deal
- Reviewing
- Plusnet
- Date
- 2016-09-27
- Comments
-
For two years we had smooth and uninterrupted service from BT on Infinity 1 and then Infinity 2. We switched to Plusnet to save money, being told we would receive the same broadband speeds, but for over three months we have had a volatile and unreliable broadband connection, which fails completely for a prolonged period about once a week. Wait times to speak to Plusnet are outrageous - usually 45 minutes or more - and six long telephone calls have produced a lot of dodgy explanations and no fix at all. Plusnet won't fix the issue, won't send an engineer, and won't discuss releasing us from contract. We've been with them before and experienced their award-winning customer service - but that service is a long-distant memory now. They appear to be a company in crisis, and we certainly regret switching to them. We can't wait to get away!
- Location
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- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-09-27
- Comments
-
Ok until something goes wrong! Their routers often don't last as long as their contracts. I have been through four. My option to get a new router was to sign up for another 18 mos. or pay £99. I had been a long term customer, but that doesn't seem to count for anything. 1/2 hour wait for customer services seems normal.
- 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.