3,751 Customer Reviews over 94 pages
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- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2017-09-28
- Comments
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This has to be the worst company in the UK and beyond for customer service. Attempts to contact by phone and online chat were unachievable. Not sure how I am expected to transfer my service when I move house. May have to resort to a letter by post which is ironic given this is supposed to a TELECOMMUNICATIONS company.
- Location
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- Location
- Belper
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Comments
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DO NOT touch them with a barge pole ! You will be wittling spoons forever.
From initial contact, received the router in two days. After that all downhill, never actually used their broadband and went back to my reliable TalkTalk service where issues get resolved straight away and don't get logged and never answered for days on end !
- Location
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- Location
- BENFLEET
- Reviewing
- Plusnet
- Date
- 2018-07-11
- Comments
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Been with plusnet for a couple of years after having a terrible customer services experience with BT. Had a fault with my internet and expected nightmares to contact plusnet. Phoned through on an 0800 number and spoke to a English speaking assistant. They tested the line, found a fault, sent out an Engineer to resolve which was all done in a few days. I was constantly updated with the progress and would highly recommend Plusnet.
- Location
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- Location
- Benfleet Essex
- Reviewing
- Plusnet
- Date
- 2019-04-02
- Comments
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Utter rubbish, after complaining my broadband was slow they agreed to send an engineer out only if I agreed to a £60 charge, even though they told me there was a fault on the line. My broadband is still slow and sometimes does not work at all. They trap you with an 18 month contract and then supply you with a sub standard service. They are unprofessional and actually run a complaints department on Facebook!
- Location
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- Location
- Bentham Lancaster
- Reviewing
- Plusnet
- Date
- 2014-11-19
- Comments
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No complaints at all. Speeds above those promised. Friendly well informed customer service people with Yorkkshire accents I can hear well and understand. These guys rock.
- Location
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- Location
- Berkshire
- Reviewing
- Plusnet
- Date
- 2018-06-19
- Comments
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The start with Plusnet wasnt the best but a complaint receved prompt attention, from courteous customer services.
I think they have now cracked it! and all seems well.
- Location
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- Location
- Berkshire
- Reviewing
- Plusnet
- Date
- 2017-02-09
- Comments
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The initial contract was acceptable despite the router being feeble. At the end of the first contract the fee was increased by 80% with no warning.
I left immediately
- Location
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- Location
- Berkshire
- Reviewing
- Plusnet
- Date
- 2015-02-06
- Comments
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We recently moved and signed up for Plus Net on the 12th of January. Every Friday since that date they have claimed our internet would be ready to go, this was clearly a lie to keep us hanging around. They won't talk to me claiming they can only speak with my partner, he has tried to make me an authorised caller, but this process takes weeks, Now they are saying we will have internet by the 13th of February, but I'm assuming this is a lie as well. I wouldn't sign on with this company of incompetent liars!
- Location
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- Location
- Bermondsey, London
- Reviewing
- Plusnet
- Date
- 2016-01-07
- Comments
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The quality started decreasing about a couple of years - to literally dreadful and unusable now - with totally useless service support
- Location
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- Location
- Berwick upon tweed
- Reviewing
- Plusnet
- Date
- 2021-05-11
- Comments
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I was left for months with no broadband at all, the customer service advisors were very friendly but gave numerous excuses, from there was a problem at the exchange, to we will get an engineer to call you (which I am still waiting for). As if this wasn’t insult enough, my daughter found out that I had been paying twice each month (2 different amounts). I was promised this would be refunded nearly 2 months ago, I am still waiting for my refund, numerous calls later and no fix, or solution, I I have had to find a new supplier, and behold I have internet with great speeds. Sorry Plusnet but when you fail, you really do it epically! Please pay me my money back, after all I was paying twice for nothing!!!
- Location
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- Location
- Bexhill
- Reviewing
- Plusnet
- Date
- 2018-02-27
- Comments
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Appalling treatment of a customer who had been loyal for 18 months. I asked for a fibre upgrade before we moved into our property that had been occupied previously by a friend, with Plusnet ADSL working ok. Fibre ran at half minimum speed during the 10 day settling down period. Advisers could not improve on this.
Then, the day that they were supposed to bring across our previous phone number, they messed that up, leaving us with no broadband at all for (so far) 20 days.
Twice they have promised to get us back up and running with ADSL as it’s quicker to set up than fibre, just to get us something, as my wife needs it for work; and twice someone has overruled that and reordered fibre. We are currently expecting to have fibre in another 10 days, meaning we’ll have had no Internet for well over a month!
I formally complained and have had no response. I have asked 3 times for an update in the last 5 days with no response so I had to ring them again. It’s hard to pin down an individual to discuss a complaint.
Do yourself a favour and avoid this company.
- Location
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- Location
- Bexhill
- Reviewing
- Plusnet
- Date
- 2015-08-13
- Location
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- Location
- Bexhill on Sea
- Reviewing
- Plusnet
- Date
- 2016-11-10
- Comments
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Server keeps crashing, very slow when usable but regularly times out due to extremely slow speed.
- Location
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- Location
- Bexley London
- Reviewing
- Plusnet
- Date
- 2015-06-09
- Comments
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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
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- Location
- Bexleyheath
- Reviewing
- Plusnet
- Date
- 2016-05-03
- Comments
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I have recently stupidly renewed my contract for another year with Plusnet paying for the years line rental in advance. The speed has got worse since then. I am now down to about 1 Mbps and at times even lower so that no webpage will load never mind trying to load iplayer or download films. The tech staff keep telling that the problem is that my line cannot cope with higher speeds on the dsl line yet neighbours get much higher speeds on the same line! I used to get higher speeds when I lived in rural Devon. This company may seem cheap compared with others but you get a slow speed that you cannot do much with. Don't be fooled by the estimated speeds they tell you. After you ve paid they tell you the real speed and they don't guarantee any speed for WI FI!! Look elsewhere for a broadband provider.
- Location
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- Location
- BH23
- Reviewing
- Plusnet
- Date
- 2019-12-22
- Comments
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Absolutely atrocious service. Every month for the last 6 have had an erroneous bill in their favour, necessitating calling them, min 15 minute wait. Always promising to correct but never do, don't think they know how! Can't wait for contract period to end.
- Location
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- Location
- bham
- Reviewing
- Plusnet
- Date
- 2014-12-19
- Comments
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Unable to comment on broadband speed and reliability, because the company have not been able to send me my modem yet - 2 weeks after ordering, and them telling me on the phone that modem will arrive 'over the coming days'. Dealt with a dreadful salesperson on the phone, who spoke faster than one can understand. Tried ringing today regarding the modem - 30 minute waiting time. Emailed cust service - email bounced back as they don't accept them. Not impressed so far.
- Location
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- Location
- Biggin Hill, Kent
- Reviewing
- Plusnet
- Date
- 2015-06-25
- Comments
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I have been with PlusNet for a number of years. At best their service was indifferent and patchy but in the last two months it has dropped off a cliff. You have to wait ages for technical support which is no help at all and its hard to see how customer services could care less than they do. Then to add insult to injury, they want to charge you £30 to leave them. They are a shambles and an utter disgrace. My cat would provide a better service. Go with anybody else - these guys really are the bottom of the barrel.
- Location
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- Location
- Billericay
- Reviewing
- Plusnet
- Date
- 2019-04-14
- Comments
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I decided to move from Plusnet to BT because of slow Internet speed and Customer Service, particularly now that you could keep your email addresses despite changing providers. I changed over from Plusnet to BT and Plusnet instead of making the necessary detail adjustments for continuation of our two email addresses with BT, just cancelled our account. On contacting Plusnet, and having been passed around and told that I couldn't keep our email addresses, I spoke with a Manager who said it was correct, you can change provider and keep your email address. She apologised and said she would arrange for our email addresses to be resurrected and that it would take a couple of days. After some five or so days of not having any emails coming through I contacted Plusnet who advised that resurrecting a cancelled account cannot be done and as such I have lost everything. Hence my new email address and I am still making contact and trying to make contact with all the people and businesses and authorities that communicate with me via email. Nightmare! Plusnet's commercial - .......NO PROBLEM - for me is the biggest lie on TV. If you use Plusnet hope for the best but PLAN FOR THE WORST.
- Location
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- Location
- billingham
- Reviewing
- Plusnet
- Date
- 2018-10-15
- Comments
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A victim of their own success! Initially speed OK but still slower than advertised. Now my download speed varies from a miserable 3 meg to 10 meg and unreliable. Calls to speak with them now on hold from between 10 and belive it or not...35 minutes. I will move as soon as the contract expires.
- Location
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- Location
- Bilston
- Reviewing
- Plusnet
- Date
- 2016-07-24
- Comments
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Absolute disgrace the broadband is non existent the customer service is just as bad, all they want to do is get rid of you. The service was so bad that after only 8 months of using them we got rid, at a cost of course!!! If you contact and say how bad your service is, all they will do is try to get you to take fibre broadband at a higher cost and starting another 18 month contract. I told them NO, am now gonna try Virgin, better deal, more options AND cheaper than their fibre broadband. My advise....... AVOID PLUSNET AT ALL COSTS.
If it looks cheap then there gonna be a catch..... And there was....
- Location
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- Location
- Binfield
- Reviewing
- Plusnet
- Date
- 2016-09-04
- Comments
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Still 'on hold' now & it's been 19 minutes, how this company gets such good reviews I have no idea, broadband is terribly slow & we cannot upgrade as there is no room on the exchange, I guess they're owned by BT so why I thought they'd be better I have no idea
- Location
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- Location
- Bingham Notts
- Reviewing
- Plusnet
- Date
- 2014-12-05
- Comments
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Switched from BT due to spiralling costs. Was dreading the switch and all the problems we might have but it was seemless and stress free. Regular updates by text and email. From Plusnet.Have not had any issues so far. Broadband speed same as with BT. Really pleased we halved the cost of broadband with no noticeable issues.i would recommend Plusnet ......
- Location
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- Location
- BINGLEY
- Reviewing
- Plusnet
- Date
- 2015-03-17
- Comments
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Signed up for Plusnet phone broadband. About three months later I informed Plusnet I was moving to a brand new home. Next door. Nearly a month later still no broadband. It was turned off old property because that was the date they gave me for new property turn on. They have put the blame on me for not informing them that new property has no phone point. I had no idea it wouldn't have, obviously neither did Plusnet. They very kindly informed me that as a goodwill gesture they won't charge me for the month I haven't had any broadband....FANTASTIC GESTURE!!!! Still no broadband. Due to go on on the 24th. Cancellation charge £116 so will have to wait a month or so before I cancel and go elsewhere. High up on my list of bad companies
- Location
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- Location
- Bingley. West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-12-17
- Comments
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The absolute worst company I've ever dealt with. Both my partner and myself changed to them at the same time. We both agreed to a one year deal but it was for 24 months when we got the contract through. When I phoned they were really disrespectful and rude and arrogant. The broadband is very slow and we get regular messages saying not connected to Internet. Can't afford to cancel just yet cause I'm not half way through contract but can't wait to get rid of these rogues
- Location
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- Location
- Birchington
- Reviewing
- Plusnet
- Date
- 2018-08-13
- Comments
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My contract with plusnet has just run out so I came to this site to look at alternative providers. In the 18 months I have been with plusnet I have had no reason to contact customer services. Service has been consistent and uninterrupted. My family have a multitude of devices and all online together, no problems. i find the speed sufficient says 58mbph. Was looking to save money by shopping around but now not so sure
- Location
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- Location
- Birmigham
- Reviewing
- Plusnet
- Date
- 2014-10-27
- Comments
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used to be good for about a year, now since moving to unlimited, the speed is unusable
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-10-15
- Comments
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How Plusnet advertise itself as being awarded "best customer service" is a joke. The company has obviously grown too quickly and are unable to manage- avoid at all costs- shambolic with an average wait time of 20 minutes. Suggest they start employing more people and remove the dishonest and inaccurate 'best customer service'strap line.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
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On a number of occasions recently our router which is only a couple of months old has randomly reset itself and I asked Plusnet to send an exchange unit to sort the problem out. The response was to suggest I find another Plusnet user and test the unit myself on their line as until I could categorically prove it was the router they were not prepared to help. Probably the most unhelpful customer service experience of my life and no wonder they get such poor reviews. Pity 0 stars is not an option.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2022-03-24
- Comments
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ripped of my reward, customer service is a joke. cant speak to anyone in authority promised a callback in 4 hours that was days ago no response
cowboys stay away no good and that idiot that on tv saying yorkshire value.. stick it should be sued for lying
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2019-04-15
- Comments
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My average speeds obtainable are between 1-2Mbps. Often I am receiving less than 1Mbps. Also regular outages. (No point showing an online map of where outages are if your customer has no internet!)
I chose Plusnet because I thought it was supported by BT - either way it's just not reliable.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-01-15
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-05-16
- Comments
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worst company ever dealt with. The telco industry has the worst complaints than any other. companies like Plusnet and Talk Talk are the worst of the worst. Why are Ofcom and The Ombudsman doing more to help us consumers. I am taking Plusnet to court.
take my advice and go elsewhere. not sure exactly where as they're all as bad as each other im afraid.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-08-07
- Comments
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There is a lot of complaints about plusnet but I want to lighten the load a little.
I am really happy with plusnets service and customer service.
I've had problems twice in 4 years of being with this provider and twice the problem was dealt with professionally with exceptional customer service...... Last problem took BT outreach (who too were excellent) to fit new wiring from my living room to front door then from my 3rd floor to ground then a new router sent from plusnet finally sorted the problem.
I pay for 80 meg and get anywhere between 45 and 75 which is ample for multi connected devices and I want to than plusnet for brilliant communication and their fantastic hands on approach supporting my while my Internet played up.
Nothing in this world is perfect and their staff do the best they can... Usually your helped better by your attitude too, why call ranting at someone who's sat on the phone all day absorbing everyone's stress... They are only human and need your understanding too.
Thankyou plusnet for awsome service, you've a customer for life here and believe me, I've had other providers in the past but plusnet I'd far more superior in its customer care.
I highly recommend plusnet
From a very happy customer
Mason.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2019-12-04
- Comments
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I've placed my order 5 weeks in advance. Theyve failed to set it up on time. Every time you need to call them, there's an hour wait. The customer service is appalling. If you try to cancel the services online, you're sent around like an idiot. Never again
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-08-16
- Comments
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Joined Plusnet standard broadband from Now Broadband previously. I dont have fibre in my area. Broadband was working fine with Now,but Plusnet was a disaster from day 1. We all worked from home as it was lockdown and Now Broadband was fine. So why did Plusnet fail me, we had problems everyday of the week. Always losing WiFi and getting shouted at by kids. Plusnet tried doing things their end, but then just said its my problem as they're showing fine from their side. But I know that was rubbish as other suppliers never gave me issues at all. After all I was using the same phoneline, just different useless Plusnet router. Having given up now I've moved to Virgin, I've still got 9 months left of my 18 month contract but il pay to get away from these clowns. Seriously it should be easier to get away from a disaster service like Plusnet. Maybe award winning but what about those of us they can't send a decent supply to?? Surely they should do more or let us go without penalites?? I'm cancelling my sim with them just because I'm so angry at paying £89 early exit fee to leave them. Good riddance Trashnet. Would give zero stars if I could
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2022-05-20
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-11-15
- Comments
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Plusnet is the worst Broadband company and customer service.I cancelled the contract after 1 month that I didn't provide internet even one day . After cancellation ,they threatened me to return the router otherwise they would charge me for it!!
Do I work for Plusnet to waist my day to pack it and go to post office to post it!!!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2019-07-28
- Comments
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I was with Plusnet about years ago I pay for fibre optics which was £14.99 a month then to be told 12 months down the line that I was paying for something I wasn't getting and was told that I would get full refund on this which should have been £179.88 but they only pay me £80 with my calculation you still owe me money I left Plusnet in August last year and went to Virgin I am now still being charged form Plusnet saying that I owe them a month's worth of internet and phone line where in reality Plusnet you owe me money I do not owe you anything I don't get how you can be a Ward winning company for the last 6 years you charge people for stuff that you do not have and your customer service people are rude and disrespectful... I really don't understand how you can be award-winning
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2017-12-28
- Comments
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Changed to Plusnet a few weeks ago on a fibre 80/20 package. The broadband speed is unusable during peak times (evening, weekends, holidays). Although the download speed can occasionally reach 55Mbs —for most of the day it is around 1-5Mbs even when only one or two devices are connected. Now locked into a 12 month contract and wish I'd stayed with previous supplier.
- 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.