3,751 Customer Reviews over 94 pages
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2021-06-22
- Comments
-
Nightmare experience from start to finish with unbelievably poor customer service.
To cut a very long story short Plusnet left me without any broadband when they were supposed to be taking over from my previous supplier and after I had rang them for the 8th time to sort it out they told me they were waiting for an update on my line so I was going to be without internet for at least another 3 and a half weeks and there was nothing they could do. Being self-employed I rely on the internet for work so they left me in a right mess. Unacceptable!
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2016-07-13
- Comments
-
This is the first time I have ever written a review on a company but Plusnet are by far the worst company I have ever had to deal with. I've been stuck with them for 18 months with the worst broadband signal imaginable I think dial up I had in the late 90's was faster!. We cant even watch bbc Iplayer without having to restart the programme several times because our internet connection is so poor. Don't even bother trying to call them I have spent upwards of 2 hours on hold countless times trying to get through only to be told its BT's line problem. It's not because I work from home and I have a BT line with broadband that is lightening fast!. The router is so poor you can see how cheap it is. Whatever you do don't get a contract with these people as when your internet doesn't work you will never be able to get hold of them on the phone!. I had to count down the months til I could leave and get a decent connection with a competitor.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2019-10-07
- Comments
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Do not ring Plusnet. Thay were recommended on USWITCH site, and as I had a query I rang the contact Number shown on their page.
The call to 08451110093 cost me £11.34 for 16 mins worth of wait and a short conversation.
Disgrace to charge customer enquiries this sort of money. AVOID. This obviously a deliberate policy to milk sales enquiries.
- Location
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- Location
- Radlett
- Reviewing
- Plusnet
- Date
- 2022-02-13
- Comments
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Constant over charging .Broadband is rubbish signal not strong enough .
- Location
-
- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2016-09-30
- Comments
-
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
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-11-30
- Comments
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Absolutely, the worse. Used for many years but broadband started to become very unreliable so switched to Virgin, which has been good so far. But have still kept email address and and £10 per month to do so. Not sure I have to, but there you are. Webmail is extremely slow and constantly drops. Using plusnet email through ios is better, but every so often whole inbox gets deleted then reloads. Customer service and technical support used to be open 24/7. During the day, you can hang on for hours to be served. But if you called late at night you could get through reasonably quickly. However, they have now closed that option.
- Location
-
- Location
- Herts
- Reviewing
- Plusnet
- Date
- 2017-05-26
- Comments
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Anyone thinking of using Plusnet for internet, do yourself a favour and don't bother! Lies to get you sign up, a speed that's massively less than even the slowest speed they promise and a service that goes off for hours on end. When they promise to send an engineer out, he doesn't turn up! What a pile of pants!
- Location
-
- Location
- alloa
- Reviewing
- Plusnet
- Date
- 2020-08-22
- Comments
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Don't think about using Plusnet. Apparently writing to them to tell them that you are not renewing your contract from a particular date is not the same as telling them you are cancelling. If you do not use the actual word CANCEL then they will continue to Bill you even if you have changed providers. I have been overcharged now for months. They will tell you that you have 2 lines into your home when you only have one because your new provider have you a new phone number. PLEASE Do not use.
- Location
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- Location
- Bolton
- Reviewing
- Plusnet
- Date
- 2017-12-19
- Comments
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Don't use. Worst service ever. Customer service so rude making out that it customer problem. Cancelled internet n pH instead of moving us. Delay after delay with rude staff. Not resolved nor do they care. Wish could give zero not one star
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-03-12
- Comments
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awful experience; advisers couldn't solve the problem for three weeks; with my new provider, my internet works perfectly well
- Location
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- Location
- Halifax
- Reviewing
- Plusnet
- Date
- 2018-03-16
- Comments
-
I really wished I'd read reviews on Plusnet before joining...the main reason being I wasn't aware that it's owned by BT...(nothing british about BT).secondly all the negative comments I can relate to and I haven't even been connected yet or received my router !!!
I've now been waiting 4 weeks but the best thing is these people arnt stupid as they delay the order as much as they can so then it's very difficult to cancel after the 14 day cool down period...this company is full of promises and lies,when ever contact is made they all say the same "I will just put you through to the correct department"....that is after numerous times trying to get through to them ....THE WORST COMPANY IVE EVER DEALT WITH ...NOT SURPRISING THOUGH AFTER ALL IT IS BT !!!!
- Location
-
- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2014-09-22
- Comments
-
I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.
Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!
I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.
As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.
I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.
Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.
At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.
Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.
When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).
At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!
I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!
Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2019-01-21
- Comments
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There is no complaints department. I asked for it around 10 times in messages I sent & every time they answered, they gave me the run around or redirected me to customer services which is terrible. I'm taking my complaint to the Communications Ombudsman!
- Location
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2019-03-16
- Comments
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Hard to rate the broadband when I cant use it, placed an order 2 weeks ago and still haven't received the equipment to connect so when I switched I was without a service. As I work from home I had to go out and buy a router, so thanks Plusnet for putting me £70 out of pocket. Do me proud? Do me raw more like.
- Location
-
- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2016-03-31
- Comments
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They should be prosecuted under trades description act for their TV ad. Atrocious customer service average 40 minute wait to get through on phone and you can rarely access them online via chat as its regularly unavailable especially at weekends. Very slow speed and connection drops constantly. I chose to pay the cancellation fee just to get away from them. Moved to SKY and glad I did. Speed back up to normal and customer service calls answered in a couple of minutes
- Location
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- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2017-07-28
- Comments
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Having really bad experience. Paid £75 for broadband at beginning of July and was told it would be connected 3 weeks later on the 25th July but on the 24th recieved an email saying there's a problem and it would be connected on the 26th July. Plugged rooter in on the 26th and no broadband so waited 30 minutes to get through to someone was told it takes a few hours to connect. 27th still no broadband so rang again was told there's a fault and they would contact me soon. It's now 28th July and had to ring and wait 30 minutes to get through yet again to somebody. Was told they was looking into it but had no call back. Instead Iv just recieved an email saying it is being looked into on wednday 2nd August. Really bad service.
- Location
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- Location
- York
- Reviewing
- Plusnet
- Date
- 2017-10-19
- Comments
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WILL NOT RECOMMEND! For 3 years I tolerated their sneaky change of contract and pricing. Twice we changed address and they sneakily changed our contract for yet another year and yet another year. Refused any support once we wanted to leave Plusnet when we found out we had been extended for another year instead they gave us a list of penalties that we will have to pay due to the fact we want to cancel before the end of our contract. On top of that the speed of our broadband was 2mbps.. TWO MEGABITS PER SECOND! I am having 72mbps right now with the most basic broadband from BT. Your entire company is based on disgusting sneaky contracts to tie your clients for yet another year and another year for as long as you can instead of providing good service. Plusnet has the best customer service you claim on your TV advertisements, you'll do us proud... if you had good service to provide in first place you wouldn't have to pride yourselves in being good at answering the phone after 65 minutes wait on the phoneline to resolve an issue. I will NEVER recommend your company and I have put sense into hundreds of people that have considered your company as a broadband provider and I will continue to do so, because you have been the most negative experience in this country I have ever had. Stay away and don't fall in the trap no matter what offer they make to you! There are so many more better more reliable providers even if you have to pay 5-10 quid more, please... Don't drown yourself in the swamp that is Plusnet.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2012-03-20
- Comments
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Regretfully I am obliged to award PN one star for all aspects of what it laughingly calls service. They deserve negative ratings all the way through. Appalling company with arrogant unhelpful support staff who couldn't give a toss about customer service. Now moving on after months of trying to resolve a problem. Good bye and good riddance to the most vile company I have ever dealt with.
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2021-01-15
- Comments
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Oldest BT generation router and my broadband has continually fallen below the stated speed, with service dropping out. My contracted period ends this month (Jan 21), so I notified Plusnet and started to move to the Vodaphone Gigafast service. My Plusnet contract was for £27.99 per month, however despite cancelling they have now advised I will need to pay a figure of £41.59 as I am outside the discount period. This is insult to injury and they refuse to simply charge the £27.99. I stayed for the term of the contract, despite terrible service and then to have a higher fee to pay at the end is disgraceful and profiteering.
- Location
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- Location
- Sutton
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
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I would not recommend it to anyone please don't take it. The worse experience of my life and I cancelled my contract with them.
- Location
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- Location
- P
- Reviewing
- Plusnet
- Date
- 2019-03-16
- Comments
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Absolutely dismal. Might as well try talking to a brick wall; over six months since new billing system and it's still faulty and unfixed resulting in broadband getting throttled when they fail to bill and you can't even get to their webpage!
- Location
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- Location
- Lytham st Anne’s
- Reviewing
- Plusnet
- Date
- 2021-07-24
- Comments
-
Signed up received the modem after 14 day cooling off period, then internet went live on day 17 , the speeds are under what I’m due to get on the app which bt etc engineers all use yet plus net say I’m receiving above this , Disney app etc all buffering constantly as well as no internet up the stairs and barely anything in my kitchen , I tried to cancel and as i am beyond the cooling off period they said I would need to pay over £200 yet I’ve had the internet less than a week , total con !!
No idea how they have awards as the customer service is so bad staff speak to you very bad and one actually laughed when I said I wasn’t happy with the speeds I asked him who provides his he said sky! Says a lot I wish I never left them
- Location
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- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2020-04-16
- Comments
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Had broadband installed at a new property and it was unusably slow. Contacted Plusnet and was told I 'should give it a few weeks and the connection would improve'. It didn't. When I called them to cancel, I was told I was 'outside of the 14 day cancellation period' so would be changed nearly £200 to cancel! Do you proud? Rip you off more like...
- Location
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- Location
- Rugeley
- Reviewing
- Plusnet
- Date
- 2020-05-18
- Comments
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Spent the best part of the last 6 months trying to get an internet connection that doesn't resemble 90's dial up. Met with the same set of stock responses every time I speak to a member of Plusnet staff - 'It's because you are so far away from the nearest signal box'; 'Try changing the channels on your router'; 'purchase a WI-FI booster to improve connectivity as everyone is competing for WI-FI at the moment'; 'I'll log this with the faults team who will respond within 72 hours; 'upgrade to fibre'. I eventually gave in to the latter suggestion (which conveniently tied me in to another 24 month contract) and it has made absolutely no difference although apparently I am definitely getting at least the minimum guaranteed speed. No option but to stick with this terrible connection for the remainder of my contract or buy myself out. Would not recommend Plusnet to anybody.
- Location
-
- Location
- WGC
- Reviewing
- Plusnet
- Date
- 2018-05-14
- Comments
-
Some of the others reviewers experiences could have been written by me. Was told if BT cant sort my problems I can leave FOC and was then virtually called a liar when I asked to leave. Useless internet which PlusNet admitted was "barely usable" but still tried to charge me to leave! Majority of staff were great but one was ridiculously rude to me. Felt like I was going round in circles until I insisted on the problem being escalated to a manager and despite them trying to tempt me to stay with a deal I decided id had enough and am in process of leaving.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-01-07
- Comments
-
Very poor and slow at organising connection.
After being given the option of when I'd like the engineer to install my fibre optic broadband Plusnet then decided to arrange for them to come on a completely different day. I phoned and told them that I was not available on the day they had chosen so I got a new date. The engineers still came on the date that plus net had chosen that I told them I would be unavailable for. I confirmed the agreed date with them that came and went with no engineer and they then gave me another date which I can't do in another two weeks time. This is now over 6 weeks from signing up. Unacceptable!
- Location
-
- Location
- Kirkoswald
- Reviewing
- Plusnet
- Date
- 2016-02-25
- Comments
-
Anyone considering broadband please choose another service provider, signal where I live is both rubbish and very unrealisable. Technical support a waste of time, their solution I should buy a better router. Talked into renewing my contract when I was leaving, and service remains nonsensical. What a waste of money.
I guess I will take to the ombudsman and make a formal complaint. I can't even get a consistent signal sat less than a metre away from the router.
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
-
I joined plusnet due to them being cheap and affordable and was hoping for nothing amazing but at least some kind of internet, instead i got a house phone that doesnt work and internet that cuts out on a daily basis. I contacted plus net and to be fair they did improve the reliability of the broadband slightly but the underlying problem of a dropping commection persisted. I have been with plus net for over 8 months and have not resolved this issue and for that reason i have moved to virgin. You get what you pay for. Plusnet is cheap because it is rubbish avoid them at all costs!
- Location
-
- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2019-09-26
- Comments
-
been with plusnet for just 4 months, joined them believing they were an up and coming company battling the big boys! seem to remember their adverts raving how good they were especially their customer service. advising of an eminent move. their website advises a charge of £65 if staying with same contract or new contract and free, i was willing to start a new contract but it was to cost nearly fiver a month more, questioning this i was informed i was still being charged the £65 but it was being added to my monthly payments! cheeky bug***s. i paid the £65 and told them i would simply end my contract when the year is up.
their routers are pants also, i can't get a signal anywhere around the house, no internet upstairs!!!
One month later the saga is still ongoing and I’m paying the £97 to simply end the contract. And refused to go to BT as they own Plusnet..... is all this bad reviewing to close Plusnet and nab all there customers ??????
- Location
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- Location
- Herne Bay
- Reviewing
- Plusnet
- Date
- 2019-12-25
- Comments
-
Going from bad to worse. All broadband enabled Christmas gifts unusable. Shocking broadband supplier. Seriously considering buying myself out of this contract, it’s that bad.
- Location
-
- Location
- Fife
- Reviewing
- Plusnet
- Date
- 2020-06-27
- Comments
-
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.
- Location
-
- Location
- nottinghamshire
- Reviewing
- Plusnet
- Date
- 2017-07-10
- Comments
-
WORST customer service ever. rude, unhelpful, unfriendly people on the phine. Changed my installation date to 10 days later.
DO NOT JOIN
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-12-29
- Comments
-
Unfortunately, I am having to consider taking a legal action against Plusnet, where I will be asking for the professional conduct of its employees to be investigated. Utterly appalling service, and by reading the reviews on Trustpilop, most definitely the worst provider in the UK.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-01-25
- Comments
-
I am shocked to see sooo many negative comments about Plusnet, I thought I was one of a few but seems like they systematically treat people in a horrible way...!!! PlusNet you are terrible!! My contract THANKS GOD finished on 23 Jan 19 but they are forcing me to pay until 7 Feb 19 for the service I wont be using because of their 14 day cancellation policy which no one mentioned to me before!! Every time I called them I had to spend at least 30 mins in the queue only because I chose the option of terminating my contract. Obviously, they force people to wait so long so that they eventually give up and hang up the phone..!!! Out of 10 people I spoke 8 were rude and full of arrogance! If you want to get stuck for at least 12 months with hideous internet speed, terrible customer service and overpriced tariff, PlusNet is the best of all providers out there!!! YOU DONT EVEN DESERVE 1 STAR which I have to give because I don't have another choice!!! PLEASE DON'T MAKE MY MISTAKE AND STAY AWAY FROM PLUSNET AT ALL COSTS!!!!!!
- Location
-
- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2019-03-16
- Comments
-
Awful company. Been waiting 3 weeks for broadband. Was told it was Plusnet fault for delay. Should of gone live yesterday,Still waiting. Now the tell me it's a copper wire fault. Cancelled going else where. Wouldn't touch Plusnet with a barge poll. Awful.......
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2019-03-26
- Comments
-
Terrible service and attitude towards customers appalling. Left due to broadband service been very poor even though was sold fast fiberoptic. Cancelled direct debit and now they have sent my account to a debit collector even though they advised me to cancel the direct debit??? No one from plus net will talked to me or give me contact details of who to contact to get it all sorted. Would not recommended at all!!!!
- Location
-
- Location
- BURY ST EDMUNDS
- Reviewing
- Plusnet
- Date
- 2016-03-12
- Comments
-
The worst broadband ever. I paid for my service on 26.01.16 for unlimited fiber 80mb speed . After more than 1 month of waiting they manage to put my service live on 10.03.16 . But its not the one i paid for ! all i get is ADSL connection with speed of 1 mbps and under !. They keep promising me that they will upgrade me to fiber. But nothing happen until this moments ! . I spoke with someone about cancellation they told me if you cancel you have to pay cancellation fee of £150 WTF ! How on earth i pay cancellation fee for service i dont even have it ?? after weeks of phoning and chating with too many diffrent ppl . They said your fiber will be upgraded on 23.03.16 . So if anyone thinking of joining pluse.net PLEASE AVOID !!
- Location
-
- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
-
I was with Sky but wanted to change for a better deal and Plusnet had the better reviews and was cheaper.
Having started with Plusnet everything started off great except for the signal strength which, to be honest, was pathetic. With Sky I could get a signal at the bottom of my garden (roughly 30m from the router) with Plusnet I was lucky to get a decent signal in the kitchen (roughly 10m from the router) so ok, I bought a couple of signal boosters which gave me a bit more range. However that was not the problem, the problem was the WiFi. It would just cut out intermitantly which was no good if you were streaming something. My son used to play online games but gave up because he would constantly be disconnected (not a bad thing).
I rang up several times and was told that everything was working fine which funnily enough it was (as I said, intermitantly) when I was on the phone but they said they would monitor it. I also told them about the signal boosters and they said they may be the cause so I disconnected them. Funnily enough still playing up.
It worked perfectly when attached to an Ethernet cable but as I said to the bloke on the phone, I can't exactly plug phones or tablets in plus if I wanted to use my Laptop anywhere else other than near the router was a joke.
I rang up one day when the internet was completely off and the bloke on the other end of the phone was spot on and a real help. I told him the problem and he said that it was showing as ok when it wasn't working. After spending about an hour going through loads of things which didn't work he said he would send an engineer out but said that if the fault was at my end then it would cost me £50 ok not a problem so he went ahead and passed it to the engineer department and told me that they would contact me within 48hrs to arrange a visit. Nice one.
I then told him that I was actually going to ring up to cancel my contract because I wasn't getting what I was paying for but because he was so helpful I would wait and see if it could be fixed.
Then the real problem started. 7 days later and still no phone call off an engineer but the internet having started to work again was still playing up so I rang up to cancel fully aware that I still had 6 months contract left and I would have to pay the cancellation fees.
What an absolute farce!
I was told the the Direct Debit at the end of the month would cover this and that should be it (it was the 1st of the month) I asked if that was correct and they said yes, great I thought.
I am now back with Sky who, after telling them that I was a returning customer and the reasons why. They offered me a great package and good deal.
Plusnet on the other hand are still trying to take money off me even though they were told on the phone and in writing the day that I was leaving them and going back to Sky. I am sick of ringing them up and asking why they still want money off me when I no longer have a contract with them and each time it's the same. 'I'm so sorry sir, let me look into it... ah yes you are due a refund.'
2 minutes later I'm getting another email saying I owe them or that this months bill is £xx.xx and will be taken on this day.
Plusnet... You haven't done me proud!
Would I recommend them? No chance, the Wifi signal is pathetic and the customer service obviously does not speak to each other.
- Location
-
- Location
- Aberporth
- Reviewing
- Plusnet
- Date
- 2016-07-02
- Comments
-
Signed up three weeks ago, paid 12 months upfront, needed line installation, they forgot to book in. Gave us credit for £50.07 with promise of a call to re-book installation, no contact. Eventually after many times of trying to phone, got through, they promised again to call and re-book appointment, still no contact. Went on help left messages, still no call. Spoke on chat, we cannot help, you will have to phone in. What a load of rubbish this company is, will be requesting our cash back, if we can get through. DO NOT USE PLUSNET.
- Location
-
- Location
- Gateshead
- Reviewing
- Plusnet
- Date
- 2021-09-04
- Comments
-
By far the worst internet company you could get. The speeds are unbearably low, customer service horrible, and in case you want to leave their iron grip, you get slapped with a high cancellation fee. 0/5
- 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.