3,751 Customer Reviews over 94 pages
-
- Location
- Horsham
- Reviewing
- Plusnet
- Date
- 2022-01-11
- Comments
-
Worst service - winners of the Wooden Spoon. In case there is an issue that you complain about, they will take a month to fix - this is written in the contract. In my case, they had restricted the broadband to a lower speed inspite of charging me for higher speed - when questioned, no word of apology or anything. You are tied in 18 months contract to cant do anything. Very unreliable speeds. Why do review sites not have less than 1*.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2016-11-22
- Comments
-
Woeful, keeps dropping connection, VERY slow. It is traffic based despite being sold that isn't. Costumer service took 45 mins to get through - then to be told I had to sign to another contract to get what was need to resolve just some of the issues. Then I Asked if they could send a new router - said no not worth thier while despite Me having been a consistent costumer and paying every month to which they said 'your custom is of no value to us' charming. AVOID!!!
- Location
-
- Location
- forest of dean
- Reviewing
- Plusnet
- Date
- 2017-04-28
- Comments
-
An absolute nightmare for broadband in every aspect.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-04-05
- Comments
-
Awful corrupt company, tempt you in with deals and offers then charge high fees to move home or end contract. Web chat slow and normally can’t resolve queries without having to phone their customer services. Long queues in phone with abrupt advisors who are happy to tell you and email you directly after the call that they are going to pass details to debt collectors if you don’t pay charges.
AVOID
- Location
-
- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2018-12-29
- Comments
-
The worst company I have ever dealt with. They took the money ahead giving me the so called discount. They have shut off my sky broadband and phone line before supplying me any. Five false promises and no delivery. Hours of discussion over the phone after hours of waiting. Lots of sweet talk and no action.
- Location
-
- Location
- ILFORD, ESSEX
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
-
IN terms of customer service Plusnet is the worst provider in the UK.
the WORST believe me.
- Location
-
- Location
- Smit
- Reviewing
- Plusnet
- Date
- 2016-01-25
- Comments
-
Terrible customer service. Leave you waiting in all day for an appointment. Turns out it was cancelled and there is no way of notifying the customer. Their excuse is the computer system needs to be upgraded and there is nothing they can do. They don't even apologise for it. When I complained they said I would have it set up in a week. They I got emails saying it would be a month. They didn't even offer a refund of the £49.99 I had paid for the engineer's visit which they cancelled without telling me.
They write tickets that don't make much sense. When you add comments they ignore them and put the ticket on hold for review in a week.
All in all they were useless and rude and I have no idea how on earth they have won a customer service award from Which?
- Location
-
- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2019-04-01
- Comments
-
Failed to send me a router left me with no internet refused to refund my money or cancel my contract
Worst service ever DO NOT USE
- Location
-
- Location
- LLANELLI
- Reviewing
- Plusnet
- Date
- 2022-01-24
- Comments
-
had contract with them for 2 years geting about half download speed stated on my contract switched to sky better deal and getting advertised speed also charged for finishing contract one week early avoid plusnet had talk talk and ee before but no one as bad as plusnet
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2015-06-30
- Comments
-
If I could give negative stars I would. I ordered their unlimited fibre, got a date for the engineer to call. No engineer turned up as the order hadn't gone onto their system. Somehow. So they order it again. This time the engineer date is booked (another two weeks to wait). To cut a very long, angry, frustrating story short, they ended up suspending my order, cancelling my current subscription with my provider (without my permission) and now I'm in limbo without phone or broadband for at least 10 working days. Only sign up with Plusnet if you want an experience and disruption from hell.
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
-
Absolutely shocking service, our router has been faulty for months, yet they won't replace it having now exhausted all possible solutions because it's out of warranty.
I've rang up several times over the period of nearly a year, with the same issues and tried everything they have suggested to make it work.
I have been out of contract for some time and would have been happy to stay with them paying monthly had they resolved this ongoing problem (I wasn't willing to enter a new contract incase the problem didn't go away).
They can shove their months free broadband, as I don't want a month of crap wifi for free, I want the router working. Also a 45min wait time each and every time I've had the please of phoning them.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
-
There is no option to give them a zero.
Plusnet is the name of pain. Those who are planning to get a phone with broadband never even imagine for this Abysmal, disgusting provider.
- Location
-
- Location
- Stalybridge
- Reviewing
- Plusnet
- Date
- 2017-08-16
- Comments
-
I have had to cancel my Plusnet yesterday 15/07/17 after a complete waste of time and money.
I ordered Plusnet fibre extra broadband on the 08/08/17 through one of there customer service reps over the phone, who told me an engineer would be coming on 15/08/17 between 8am and 1pm to install a new phone line at the cost of £49.99. I then received an email confirming this for the said date and time. I called Plusnet on monday 14/08/17 to ask a simple question to see if they would notify me any time in advance so i could make sure someone was at home at the time but was told they would try but couldnt guarantee it, So I took the day off work so I could be in for the engineer and sat at home waiting.
The engineer never turned up, so I called Plusnet to see what the problem was, after 20 minutes on hold I got through to a very nice lady who searched through my account for a while to see what the problem could be, she then told me that the initial date for the engineer had been automatically rejected on there system the day the booking was made and that the engineer would be coming on the 22/08/17 to install the phone line.
They knew it had been cancelled a week before the initial date and did not even have the courtesy to inform me, I lost a days pay and was charged £49.99 engineer cost for the privilege with nothing to show for it, to then be told I would have to be in on the 22/08/17.
So I called to cancel, if this was how it was going to start I didn't want to risk any more.
The first gentleman I spoke to was extremely pleasant and as I explained the problem and why I would like to cancel he was very understanding, he then transferred me to the Plusnet options team who would see if there was anything they could do to prevent me leaving.
The second gentleman I spoke to from the Plusnet options team, the one who was supposed to try convince me to stay told me two things, that the date given was only a provisional date and not necessarily the date they would be coming which to me was a bit of a kick in the shins as the previous lady from Plusnet had already told me they knew on the day I signed up that the engineer date had been rejected, and secondly he told me that there was no point in cancelling as I wouldn't get broadband sooner anywhere else if I cancelled because they had already put the order In, again to me was one of the worst arguments of trying to keep a customer I had ever heard.
I confirmed to cancel again and he agreed to do so.
Within minutes I received an email stating Plusnet had auctioned my request to cancel with immediate effect and I would be refunded my engineer fee and first months payment totalling £79.98.
I then received a second email stating no initial payment had been taken so no refund was required, so I double checked my bank and sure enough the payment had been taken out on 08/08/17 so back on the phone to Plusnet.
After 20 plus minutes on hold I got through to again a very pleasant gentleman and explained the problem regarding the email saying I wouldn't be receiving my refund, he checked the system and couldn't understand why I had an email stating this as he could clearly see that the money had been taken by Plusnet and there was no reason to not to be refunded, after a brief hold I was told that it had been raised to the Plusnet billing team as he couldn't authorise it there and they should rectify the problem within 24 hours. We will just have to wait and see.
Luckily I did record all my calls with them as I have automatic call recorder and double checked all my facts before writing this review on my experience with them.
Regards
Alexander
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2018-06-25
- Comments
-
Been with Plusnet for ages and please for the love of god do NOT go with them. I honestly regret it so much. We have lag so much and when we call up about it we are greeted by "there's nothing on my end"!! Well it's happening on someone's end and it isn't ours as we only have one thing running at the time.
Speed is ****
Internet is horrible
Plusnet is just pure dog doodoo
- Location
-
- Location
- cheltenham
- Reviewing
- Plusnet
- Date
- 2018-09-19
- Comments
-
you took payment by direct debit then sent me email saying you hadn't. There is no way to send email to plusnet. Sick of being on hold for up to an hour then talking to rude unhelpful staff. I was told you don't have an account department, and he does not have a manager!!
- Location
-
- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2016-02-26
- Comments
-
Joined 26/1/16, was meant to have broadband as of 18/2/16 still waiting for the router. Phone customer services - 30 minute wait. Try to do chat online 10 customer queue then kicks you out.
Can't comment on speed as not got it
Customer service experience - Not a happy new customer. At the moment I want to cancel my contract as paying for a service I haven't got!!!
Only compensation offered so far was free P&P!!
- Location
-
- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2017-06-06
- Comments
-
Terrible customer service. Avoid!
I've been with Plusnet for a number of years and havent really had a problem with them. However, I decided to change supplier as we live in a village and only get about 1 MB. What complicates matters is that I want to get my internet from a company that provides a local wireless service offering about 13 MB but dont do telephone services. Therefore I'm having to go elsewhere for the phone and decided to use the Post Office based on price.
I initially cancelled my services with Plusnet and was given a termination date of 6th June (today). However, when I spoke to the Post Office I was told that I should have called them first as they would normally cancel on my behalf so that there would only be a few hours between the cancellation of Plusnet's phone service and the Post Office's starting.
Therefore I called Plusnet back the next day (31st May) and spoke to an adviser called Richard Byron. After explaining the situation I asked him to cancel the termination of the phone line and to terminate the broadband on 14th June. He assured me that this had been done and charged me £22 cancellation fee.
Having done this I telephoned the Post Office again to put the order through again and expected everything to proceed normally.
Yesterday I was shocked to be told by the Post Office that the termination with Plusnet was still due for 6th June and that the Post Office couldnt start the process of transferring my service until it ceased. This could mean that I am without a phone for up to 15 days and also might lose the phone number I have had for over 12 years.
When I spoke to Plusnet they confirmed that Richard Byron had failed to cancel the termination for 6th June which meant that the termination for 14th June had been rejected. They were unable to do anything to help as BT Openreach need at least 48 hours notice to reverse a termination.
They also have refused to offer any compensation for the fact that I am now going to be without both broadband and phone line for up to 15 days and will have to use my mobile phone data instead, which has poor reception where we live anyway. Both my wife and I work from home and this is extremely disruptive. Plusnet couldnt care less.
I would strongly encourage everyone not to use Plusnet and any existing customers to consider transferring as their customer service is frankly appalling. The adverts are a complete and utter pack of lies!
- Location
-
- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2015-01-27
- Comments
-
OMG, what a bad service in every way! I stayed with them over 2 years and really regret it now. The broadband connection was very bad, always unreliable and very weak. My line stopped on 4 to 5 times a day but until 10 times, it's not considered a fault to them! so you have to pay and cope with bad connections. I only had a max of 0.5 MG if lucky, now with BT same line is giving me 2MG! I called to cancel my contract and was told that my fee was £60. Now they are asking for a massive £139.90 for the remaining months on my contract. I have an email confirming my exit fees but they don't want to acknowledge it, stating their T&Cs. They rip you off, bad at customer service, don't know how to provide a reliable broadband and are more expensive than BT at the end so why would you go with PLUSNET???
- Location
-
- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2019-07-12
- Comments
-
Business Broad is absolutely shocking. The internet keeps cutting out. I've contacted Plusnet to get the issue fixed but are literally not intersted in responding.
Since I reported the above issue I am moving offices and they are more than happy to do that but I still need my internet working in the meantime but again they deceide not to responding to that issue.
Literally the Home & Business Broad & the customer service is absolutely shocking
They billed my incorrectly when I first took out the contract, took 50 minutes to get through to speak to someone, the last think you want to do when running a business is this.
I did have Plusnet home broadband, I live in a normal sized flat but the internet did not reach to the whole flat, very poor. I have sinced move my home broadband.
Once my business broadband contract up I'm 100% moving.
- Location
-
- Location
- Trafford
- Reviewing
- Plusnet
- Date
- 2019-07-17
- Comments
-
6 months of Plusnet HELL! Took them 6 months to sort issues of continuous Plusnet Broadband service drop offs, plus 10 engineer home visits, plus 2 routers (plus at BT one??), plus 5 days missed off work waiting for the 10 engineers. Plus 100's hours of wasted phone calls to scripted service staff. If you prefer watching a little orange light swirling around fro months on end rather than your Netflix or IPlayer then choose Plusnet. The no service orange light and Plusnets hold music will become your favourite new entertainment. Apparently turns out their routers can't cope with vectoring stabilising technology in the BT Openreach cabinets hence the major drop off failures. If you have similar problems try asking to speak to Bob Pullen in Plusnet tech department. He won't respond to you of course but he will have your speeds dropped (without consultation or explanation) to combat the technical glitch in their router technology and he will certainly ignore your calls.
Do yourself proud if you are looking for reliable broadband service, choose any other service than Plusnet.
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2017-02-10
- Comments
-
Terrible service. Unable to use the phone because of crackling noises. All they do is to try and rip me off for £65 they say they have checked the line and no faults exist.However I disconnected everything and plugged the phone into the back socket as requested, the crackling was still there. When I refuse to pay £65 they cancel the engineer. The noise has been on the line from day 1 and I am unable to use the phone. They charged me £89 for the connection if there is a fault between the pole and their socket it should have been fixed when the line was installed. Steer clear of Plus Net.
- Location
-
- Location
- Forfar
- Reviewing
- Plusnet
- Date
- 2020-11-15
- Comments
-
Plusnet are a joke start to finish .I was being charged £30 a month for phone and broadband .The intermittent service and slow speed are a joke and bloody frustrating. I have had no router update offer either .Very frustrating while watching a movie on Netflix when it kept dipping also a waste of money I was paying for my Netflix as wasn't getting proper use of service .If I could I would give them a zero in all ratings .No connection or very slow if my partner and I or any visitors are online on our mobiles there is no signal at all This went on for months and months and when I called customer service I was offered £10 compensation but have decided instead to move on and refuse to pay my final bill .Bye bye Plusnet sort your service out .Go elsewhere people or you will regret it
- Location
-
- Location
- York
- Reviewing
- Plusnet
- Date
- 2015-01-27
- Comments
-
One star is far too generous for this utterly disgraceful company. The absolute WORST company I have ever dealt with. Have left me without a land line or broadband for over a month now. I've rung and rung and rung - sometimes up to 4 times a day EVERY DAY for the past month. Each time I have to repeat myself to a different representative and am told that the last person I've spoken too has misinformed me. There Customer services are polite but TOTALLY INCOMPETENT!!!!
It has been a catalogue of failures on Plusnet's behalf and on the meantime I'm being told (for the fourth time now!!!) I'll have at least another 5 working days before broadband can be switched on. In the meantime Openreach are telling me that there is a fault with the broadband line which they can't mend until Plusnet give the go ahead to send a broadband engineer which they won't do until the Order goes through in five days time. I will then have to ring plusnet to book the engineer which will take a further five days!!!!!
I have written this in the hope that someone from Plusnet will read it and get this sorted!!!!!! SHAME ON YOU PLUSNET!!!!
- Location
-
- Location
- West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-02-17
- Comments
-
DREADFUL APPALLING CUSTOMER SERVICE. DO NOT USE THIS COMPANY.
I went to PN as I didn't want to use BT due to past experience by me and friends and family. BT haven't been at all good. However I have recently been told that PN is owned by BT. If this is correct, it doesn't surprise that the customer service and treatment of it's paying customers is so bad. They use the excuse of 'terms and conditions' to do whatever they want to.. Put prices up, even thought you haver a contract, charging if you decide to leave the company. Any excuse to get money out of you. They recently put the line rental charge up by just over a pound a month for every customer. They have over 3 million customers, which means they instantly increased there income by almost £4 million pounds a month. !! Corporate greed and profiteering.
- Location
-
- Location
- East Lothian
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
-
I booked and paid for Plusnet Fibre Optic broadband. As I am a teacher I cannot take days off from my work so I booked the engineer to come out to set up my broadband during the school holidays - I thought it would be worth the 6 weeks and 5 days wait to receive my fantastic new broadband. After not receiving any contact from Plusnet (although they had taken the money from my account straight away) I telephone them. Lots of frustrating 1980's music later and being put through to 3 different departments it turns out that my order had not gone through. The operator was very apologetic: "It should have been picked up by us but wasn't". This is incompetence and I have cancelled my account (that never started) and I now have to wait 5-7 days for my refund. I do not recommend this company.
- Location
-
- Location
- Bexley London
- Reviewing
- Plusnet
- Date
- 2015-06-09
- Comments
-
Poor unreliable slow service with difficult to contact and robotic customer service agents. Would give zero stars if an option. Transferred to Plusnet BB 3 months ago. 3 faults since each lasting several days. No BB faults in previous 11 years with BT using same exchane and line. Awaiting new router, due in several days BEFORE they will consider sending an engineer. AVOID this provider.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
-
I am typing this in my iPhone as the pliant connection has gone down again. I regret having signed with plusnet. I signed for up to 38MB. Service is often below 6MB. Even when it is in the 30MB range - rare but possible - the latency means it can take 10 seconds to load a webpage. It takes around 30 mins to get through to their customer service, they don't accept notification by email, and the customer service is terrible. At various points they tried to make me call them whenever the connection was slow so they could verify that (ridiculous given it takes c30 mins to get through), refused to do anything to sort their installation and equipment until I could find a PC with Ethernet to plug in (use Mac which doesn't have one). Over ten calls, repeated attempts to escalate and three months of low speed frequently dropping connection later, they refused to let me terminate for their breach of contract and said they would make me pay for the remainder of the year, because they hadn't been given a chance to rectify the fault. I'm about to escalate to offcom. Connection remains terrible, I have wasted 20 hours trying to sort out the connection, and no end in sight. Stay away from plusnet - I'm prepared to and may have to litigate to get out of this. Don't fall into a similar trap!
- Location
-
- Location
- England
- Reviewing
- Plusnet
- Date
- 2019-01-25
- Comments
-
This broadband is horrendous. I’ve had it for a few months now and it has been less than satisfactory. When I initially got it I couldn’t understand them as they were Indian. The package said it was for families of 7 and over. There’s 4 people in my familie and it is the worst broadband I’ve used. I seriously don’t recomend.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2015-10-12
- Comments
-
I ordered fibre from plusnet at the end of August. No contact from plusnet and nobody turned up on the assigned installation date. I called to complain and they said I had to wait another month, I asked to cancel but they said I would be liable for the whole term of my contract if I did! Anyway they gave me another installation date a month later. No contact from plusnet and nobody turned up on that installation date either. This is the worst customer service I have ever received from any company ever! I wish there was a rating lower than 1 star!
- Location
-
- Location
- Gotham
- Reviewing
- Plusnet
- Date
- 2015-11-10
- Comments
-
I registered with them on the 2nd June this year and did not get on line until the 28th June as they mislaid the order. Since then I had very low if not non existence speeds on average it is a diabolical and totally unreliable and diabolical service. To contact them on the phone is next to impossible.
A company like this should be shutdown as they are not fit for service. Do not even think of using them
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2021-06-18
- Comments
-
incompetent company who will deliberately lie and fob you off with excuses.
- Location
-
- Location
- Rochester
- Reviewing
- Plusnet
- Date
- 2019-10-02
- Comments
-
Absolutely appalling customer service often given the run around..they can`t make any decisions without their teamleaders who aren`t there..very poor compensation if any line been down a month..jokers
- Location
-
- 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
-
- Location
- Runcorn
- Reviewing
- Plusnet
- Date
- 2018-01-12
- Comments
-
Misleading company. Offered 50 pounds giftcard for new customers Entered my postcode and after making sure i get the voucher. Guess what? Nothing. Liars. I checked comparetmkt and there website ald all gave me same answer that i am gonna receive the voucher. 50 pound loss. Would have been better off with sky. Next time i will make screebshots for proof.
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2020-12-03
- Comments
-
Literally, can not wait to take this router and smash it. The worst Internet provider ever
- Location
-
- Location
- Dalkeith
- Reviewing
- Plusnet
- Date
- 2018-06-15
- Comments
-
Absolutely appalling service. Communication with the company during many faults weren't resolved and cancelled fault teams without keeping me in the loop. Went without WiFi for long periods of time and VERY overpriced. There's cheaper and faster alternatives. Only upside was a few of the team on the telephone were kind.
- Location
-
- Location
- Birmigham
- Reviewing
- Plusnet
- Date
- 2014-10-27
- Comments
-
used to be good for about a year, now since moving to unlimited, the speed is unusable
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2018-11-19
- Comments
-
Awful service, really disappointed considering the adverts.
Called to make an order, fairly painless - then got a text that they'd changed the date for the engineer. Fair enough, happens but meant this wouldn't work for me so cancelled the order.
I had my 80 quid returned then taken back 5 days later on the 5th of November. It's now the 19th and I'm still waiting for this to come back after 14 days and three calls including a 40 minute, 20 minute and 40 minute wait on the phone to a charged number. Not only that, the ticket was responded to on the online helpdesk by me on the 6th and have had no response since, what a joke. Would never recommend, will never use again.
Was really looking forward to the high levels of service reported too.
- Location
-
- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2018-12-02
- Comments
-
Utter rubbish – there are a subsidiary of British telecom and so no better than them. The customer service was terrible and the only way that you can cancel or terminate your contract is by Sending a recorded delivery letter or by phone. I have spent almost 3 hours on the phone trying to get through to the right department to do the cancellation and lo and behold I’m never put through to the right place. It’s both illegal and disgusting.
- Location
-
- Location
- Haverhill
- Reviewing
- Plusnet
- Date
- 2015-10-12
- Comments
-
Like so many on this site, Plusnet have messed up big time. Not going to go into all the details but it would appear that within the Plusnet company 'Arse and Elbow' springs to mind. I would definately not recommend Plusnet to anyone . . .
- 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.