3,751 Customer Reviews over 94 pages
-
- Location
- Steyning
- Reviewing
- Plusnet
- Date
- 2016-08-01
- Comments
-
We changed from BT over to Plusnet for tv and broadband couple of years ago. We've recently upgraded to fibre broadband. We rarely have to contact Plusnet for anything. When we do they are there to help on the phone or webchat. We're happy with the service we get. Recently someone tried to get us to change to 'sky' and I said No because what isn't broken don't try and fix it! We're with Plusnet for now and the foreseeable future.
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2016-08-01
- Comments
-
I am 10 months into an 18 month contract and increasingly having problems with poor speed and dropped connections. Plusnet say there's nothing wrong with my line or connection. So I'm going to move to another provider.
The contract I took with plusnet was
advertised as "£0 for for the first 12 months followed by £9.99 per month for the next 6 months", which averages at £3.33 per month over the 18 month period - which is what I've been paying (ie £33.30 to date). I have asked for a refund of this payment (as I am still in teh £0 period), which will go some way towards mitigating the cost of leaving early. Plusnet are refusing to refund anything, saying my contract was for £3.33 per month - because that is what I agreed to pay them.
They are a difficult company to deal with. I am writing this review in the hope that OFCOM reads it and takes appropriate action to protect consumers from bullying corporations like plusnet. Also, to warn other potential plusnet customers of what to expect.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-07-31
- Comments
-
Really disappointing, supposed to be business contract, but really cheap router cannot port forward for CC or CCTV. Customer service says they cannot support port forwarding. Not much use for businesses really.
- Location
-
- Location
- Chelmsford, Essex
- Reviewing
- Plusnet
- Date
- 2016-07-30
- Comments
-
Everything about plusnet is wrong.
My landline I had for 40 years deteriotated and though I could call people could no longer call me.
My broadband was slammed this means taken over by another company without my consent, this is how poor their security is.
Got no apologies, emailed their ceo who cannot even reply himself as he probably thinks he is too high up for all of us little mortal.
To speak to them I was left waiting for more than one hour at a time.
And yes during all the downs you will still be paying for services you are not getting, I call this fraud.
Terrible, horrible, really trust me don't go there.
- Location
-
- Location
- london
- Reviewing
- Plusnet
- Date
- 2016-07-29
- Comments
-
poor quality, intermittent connection, cheap but poor value, non responsive customer service.
- Location
-
- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2016-07-28
- Comments
-
Nightmare from hell, After more than a year still issues but there quick to threaten a disconnection charge if I leave but no fix.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-07-28
- Comments
-
Disgusted...
Left Plusnet and since them they have made as difficult as possible.
They have received the payment but passed on the debt to a debt agency and are now adding changes and still haven't confirmEd the case is closed.
My advice... Stay away and don't believe the marketing. They will try to profiteer from small debts blaming processes and procedures for it.
- Location
-
- Location
- Leamington Spa
- Reviewing
- Plusnet
- Date
- 2016-07-28
- Comments
-
I'm struggling to think of how they could be any worse. Maybe if they left me on hold for 3 hours instead of 2.
- Unethical, rude, overpriced, poor service, poor product.
- Too expensive when you consider that they reduce the speed by about 50% 1 day after they've set up (yes I know your game Plusnet). Totally misleading.
- Almost impossible to speak to about the problems (and you will have problems), unless you have all day to spare.
- They sent my most recent router to the wrong address twice, TWICE. 3 hours of call time wasted chasing this, 2 weeks of downtime.
- Stacks of hidden unethical charges; most ridiculous I've noted are how much they charge for a house move, EVEN if you restart a contract with them.
All of the above were never a problem 5 years ago, when Plusnet used to be a fairly decent company.
All the providers are terrible though, so what can we do? Ultimately it must be the general customer's fault for tolerating all of the appalling products and services around currently. I seem to spend half my life chasing UK companies that have failed to provide as they promised.
- Location
-
- Location
- Notts
- Reviewing
- Plusnet
- Date
- 2016-07-25
- Comments
-
Extremely dissapointed with plusnet. Offer promotional discount of £50 which was not recieved and now I am locked into a contract.
They will not reissue the missing cashback
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2016-07-24
- Comments
-
Pretty poor really at first it was great, even had a good signal in my attic room for months. Then it went down for a week, the first visit was no fault but it still wasnt working. The second the wire in the box was at fault. After that it was never the same but not faulty. Signal drops and it never works very well at the weekend. i spent a few months assessing BB speeds to see if it was upto 76mbps but was on average around 20. This did my head in as I was paying for speeds I could never get. Even though it was incredibly low it wasn't classed as enough to warrant and early fee free cancellation, because of the waiver about distance etc. Thank goodness they are changing prices in september as that means you can leave for free! They pride themselves in customer service, not quite sure what this means???... so at least when they sell you a crap product they'll be nice to you
- Location
-
- Location
- Bilston
- Reviewing
- Plusnet
- Date
- 2016-07-24
- Comments
-
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
-
- Location
- Hampton
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Comments
-
23/07/2016
AVOID AVOID AVOID.
I think that probably Plusnet is under new management.
They keep increasing prices,while decreasing speed.
I pay £38 for 50MB and I'm getting only 10MB. This is for their "fibre" broadband. This will increase to £40 in September.
This is not the only problem, they had better service year ago.
From one month I'm experiencing constant disconnections. The packet loss is unbearable, you just can't do anything without being cut-off mid point.
After numerous calls to them, which approximately last 50min of waiting time before you get connected, problems cannot get solved.
They also scammed me at the start adding phone charge which I did not order, but as it was small font in the confirmation e-mail. I did not read it and 14 days cancellation time passed. So I was stuck paying them extra and I even do not have or had physical landline phone in my life.(lesson learned)
Their customer service is doing everything to get rid of you as fast as they can. They won't talk to you,they just speed talk to you with standard sentence added to each previous "is there anything else I can help you with?" Which basicaly indicates that customer service is getting £ bonuses on the amount of people they handle,not the amount of problems they help with.
Once again AVOID THEM, if you want to have reliable internet, go somewhere else.
- Location
-
- Location
- West midlands
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Location
-
- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Comments
-
Took over 3 months for them to set up my line. Once it was set up, the router they sent me didn't work. Took another 3 weeks to finally get internet. 3 days later they sent me another 3 routers...
Customer service is VERY poor
Internet service is also VERY poor. The router crashes constantly...
Do not use Plusnet.
- Location
-
- Location
- maidstone
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Location
-
- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2016-07-22
- Comments
-
Where do I start?
Been a Plusnet customer for almost 10 years and I've today left and won't be coming back and I just hope this review helps a few people thinking of joining.
In the early days when they were a bit smaller they were great, they could cope with the levels of customer problems they had and the network they ran. However recently their service is shocking.
They have denied that they traffic shape connections but I have proof that my line has been traffic shaped.
Their customer support staff have a very patronising way of dealing with customers, for example "Have you made sure it's plugged in?"
They also WILL NOT investigate a problem until many more customers have reported that issue, so if no one reports the issue, you're screwed.
They say on their website they have recently recruited a lot more staff to help improve customer service but today I had to wait 20 minutes just to cancel my service!!
Plusnet used to be great and to be honest they are just living off that old reputation. The 18 month contract ties you down to the point where you feel trapped and that you have made a massive mistake joining.
Do the right thing, avoid Plusnet.
- Location
-
- Location
- Rotherhithe, London
- Reviewing
- Plusnet
- Date
- 2016-07-21
- Comments
-
PlusNet have changed their approach to customer "satisfaction" and will now do all they can to get rid of you without attempting to rectify any problem. It never used to be like this.
- Location
-
- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-07-20
- Comments
-
Plus Net service is appalling, 18 months now of being fobbed off with customer service. The internet supply is terrible. I'm not going to waste my time going into every aspect of their service. Please be warned anyone thinking of signing up.
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2016-07-19
- Comments
-
29/04/16 - The date my broadband was initially planned to be set up.
30/04/16 - The date was rearranged to the following day, the engineer turned up and told me there was already a phone line there (something I had already mentioned - but yet Plusnet insisted I must pay £60 for a 'new' line installation which never happened). The enginner told me this would be done within 24 hours. I then called Plusnet, who informed me it would actually take until 04/05/16.
02/05/16 - The date my new employee who is a good friend of mine was due to start - but couldn't as we did not have broadband. When I called Plusnet they also delayed the activation date further til 05/05/16.
05/05/16 - I am now told that the broadband would not be completed until 09/05/16. So reschedule my new employee to start on that date.
09/05/16 - Still no broadband, new employee comes to work and is sent home again.
10/05/16 - Broadband is finally activated. But for the next few months cuts out regularly, causing huge disruptions to my business and customers. Plusnet initially blames me for switching router off at night, but after I stop doing this and the problem persists for a month, they now say it is something to do with the line which will be updated, but the problem has persisted since.
19/07/16 - I had arranged for my phone line to be moved from my old office to the new one. I was charged £60 for this. The engineer arrived, completed the job, but I am now left with no internet, and have to close my business down until this is resolved. I had written confirmation via e-mail, and also was told on the phone that I would not be left without broadband and the transfer will be completed on the same day.
The only compensation I've been offered by plusnet is 25 pence (that is not a joke). I was so amazed by this offer, that I had to question whether it was intentionally done to mock me.
The list of excuses I’ve had from plusnet are:
“You took someone on too soon after the installation date.” “You shouldn’t have chose a budget broadband.”
“It’s because you turn the router off at night.”
“If we’re losing you that much money, why don’t you just pay off the £250 contract.”
I think it is disgusting that PlusNet are allowed to get away with this, and in doing-so, put the jobs of 4 young workers at risk. This is not a one-off case. They have a trustpilot score of 1.1/10. The fundamental rule of the Sale of Goods and Services act states that any goods or services must be as described. Surely, with such an exponential customer dissatifaction rate, it must raise the question as to whether or not Plusnet are complying with this.
- Location
-
- Location
- Borth, Wales
- Reviewing
- Plusnet
- Date
- 2016-07-18
- Comments
-
After placing the order it took months to get connected, with no real apology or reason. Broadband speed was very slow, they would occasionally speed it up when we complained, but generally pretty terrible, and always at the lower end of what was promised. Since they were bought by BT customer service has suffered so it is pretty poor. Just ended contract and had to pay a £130 leaving fee....even though we have plus net at the next house (apparently they can not deal with merging 2 plus net accounts together!). Overall almost as bad as BT, although customer service is at least still in UK and hasn't been transferred overseas yet....
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-07-18
- Comments
-
Plus Net are the worst!
First of all they tricked me into switching by promising Fiber, but gave me ADSL with a lame excuse blaming the OpenReach not being ready. I explicitly said I would only switch to them if they had fiber and they guaranteed they did.
Second, I was without internet for 2 weeks until their service started.
Third, I'm often seeing 1, 2 megabits speeds and the connection drops often. I was promised 15. And I know my megabits from my megabytes, I work in IT. Their connection is totally awful.
Finally, after more than a year, I'm switching to a new provider, and they refused the initial cancellation request with a lame excuse that they thought I wanted to stay because of a change I made in my account online, or something along those lines. I had to restart the process.
Omg PlusNet, if I had more time on my hands I would talk to layer and sue for such a terrible treatment.
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-07-18
- Comments
-
I've engaged a number of internet providers over the years and to be fair most are fine at what they do, Plus Net is a different story though!
We booked them, the hub never arrived at the appointed time so we contacted them, They claim another one was dispatched to our home address, but nothing.
I phoned them as we were getting desperate, I was calm, didn't raise my voice, didn't use foul expletives but they needed to know my business was suffering.
Halfway through I was cut off leaving me to put it politely, angry.
This company is unprofessional, rude, and frankly will be sparing with the truth if it suits their purpose.
Please Please stay away.
Were do you proud, take them to the advertising standards authority!
- Location
-
- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2016-07-17
- Comments
-
I have been with Plusnet since 2012, and they were very good until they were bought by BT. Now, they are, in my opinion, THE worst service provider available.
- They can't afford to provide service to all their customers, so there is a 50% chance you will be throttled on a DAILY BASIS.
- Their customer service is awful, now. They always deny that they throttle anyone, when you ring them up, it then strangely stops being throttled. 3 hours later? Throttled once again.
- The broadband speed, when you aren't throttled (never) is also usually poor with internet pages taking 5+ seconds to load.
DO NOT SWITCH TO PLUSNET OR RECCOMEND IT TO ANYONE. DON'T MAKE ANOTHER POOR SOUL GO THROUGH BAD INTERNET.
- Location
-
- Location
- LONDON
- Reviewing
- Plusnet
- Date
- 2016-07-17
- Comments
-
I'd advise anyone and everyone to avoid at all costs, this service and customer service is shocking.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
-
Promised one speed delivered a slower one. Even emailed me to let me know!! Failed to reply when I asked if they we gloating. As for customer service I have tried a couple of times to change the product but their system claims I have an order in progress, yet on another page says all orders are complete....Farce set in Yorkshire...Never again.....
- Location
-
- Location
- Dagenham
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
-
Plusnet is a fraud and no one should go there based on my poor services i got from there.
They even fail to honor their own contract with me claiming they made the contract in and error and continued to charge me lots more and refused to listen to my complaints.
- Location
-
- Location
- cumbria
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
-
I transferred over to plusnet from TalkTalk thankfully it was after Ofcom put in new rules which allowed me to transfer mid contract. I'm so glad I did, speed and reliability is fantastic, UK based calls,my only gripe is that the router they supply you is not the greatest, but I use a BT Hub 5 that works flawlessly. The prices are going up for plusnet in September but i will not be transferring as this ISP has to be the best ive been with, you wouldn't think it was owned by BT. Well done Plusnet!!!
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
-
Abysmal. Actually a worse service than Virgin Media, a prospect I tryly believed not to be possible.
Price hikes, terrible connection with constant router drop outs, no customer service to speak of, slow, slow connection speeds when it does on occasion connect.
Avoid at all costs.
- Location
-
- Location
- Elgin
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
-
When I first joined 2 years ago my house received a relatively good speed and connectivity for about the first 8 months or so. Then things gradually went downhill with more regular disconnects and slower speeds, down to 2 meg or less, not even enough for Netflix etc. This year has seen things get even worse, culminating in my getting home on the 15th June to find I had barely any connection at all, not even enough to load webpages properly. Since contacting them I have been passed from one "Analyst" to another over a matter of weeks, tried every single suggestion proposed (with many days between responses) and was then accused of having a faulty setup on my property so it was my problem. Finally upon calling the tech team again a different staff member indeed found that it is a line fault and would call me the next day with the outcome. Surprise surprise no phone call and no contact. My home has now been without broadband service for a MONTH while they are still twiddling their thumbs and keeping me completely uninformed (while happily taking my money).
So to sum up, they may have been decent a while ago, but now I'd have to advise anyone considering them to STAY AWAY from this outfit. You have been warned!
- Location
-
- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2016-07-13
- Comments
-
Im shocked to see such poor reviews for Plusnet.
Ive been with them 3 years and apart from the router rebooting a few times ive not had any complaints.
Never had to contact CS in the 3 years ive been with them.Must be true that the only reviews you see are the negative ones.
- Location
-
- 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
-
- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2016-07-13
- Comments
-
RUBBISH SERVICE One year on still having faults, Slow slow slow . Had all the usual excuses and threaten with a £50.00 call out fee if fault my side of socket,I quickly agreed if they paid me £50.00 if fault was there side which it was £50.00 plus some compensation but here we go again second and third batch of issues since the repair. Have not even got the decency to release me from my contract so looks like off to the ombudsman this time.
- Location
-
- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-07-11
- Comments
-
I wish I'd read your notice on Plusnet. I have tried many providers in the some good/average but none as bad as this crew. I can't wait for my year is up. Why is it not possible to get a help line, others have and reason experience have settled.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-07-10
- Location
-
- Location
- north east
- Reviewing
- Plusnet
- Date
- 2016-07-09
- Comments
-
Do not use PlusNet if you want any kind of speed. My fibre has gone down from 30mb to 15mb and I am tied in for two years. I will never ever, ever use these people again. YOU HAVE BEEN WARNED
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-07-09
- Comments
-
I joined Plusnet fibre from Sky standard broadband as I was really keen to get a faster better connection. However straight from the off I noticed that although the speed was was ok in different places around the house the strength was terrible to the point where a very short video on Facebook was buffering. I have rung them and tried everything they suggested but the signal is still terrible and they are now suggesting that I purchase some boosters or use my old Sky router. Although they are polite on the phone they know I am tied into an 18 month contract and so I get the impression they don't care. If like me you mainly use wifi and are not intending using a cable to connect to your router do not go with Plusnet. I left Sky because it was all getting too expensive but I am regretting moving my broadband. If I could I would cancel immediately. I am going to post this review everywhere so hopefully I can prevent other people making the same mistake as me.
- Location
-
- Location
- North
- Reviewing
- Plusnet
- Date
- 2016-07-09
- Comments
-
Excellent customer service, the website is great, and the staff on the phone are superb. However after a few months I ran out of patience with the throttled speed under the data traffic management system. If we were just surfing it wouldn't be an issue. But we stream TV quite a bit as well so it is. I have triggered an early break based on the forthcoming price rises so we can move to a truly unlimited service provider such as Sky or BT. But if you just want to surf at a budget price with 100% hassle-free customer service then they are fine.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-07-08
- Comments
-
We were without broadband for three weeks when we switched to this bunch last August. We are not at all happy with their service. They use the standard BT policy of blaming the customer/ customer's equipment when they fail to provide the service you have paid for. This usually happens after about forty five minutes on the phone to their technical people who are mainly useless. Our broadband stopped for four days last week, and it stopped again yesterday. The customer service people parrot their scripts over the phone, but they have no interest in helping you as long as they follow the procedures. I'm borrowing a neighbour's wireless network to write this, BTW.
PlusNet are really awful. Please don't use them.
- Location
-
- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2016-07-06
- Comments
-
All I seen to see is bad reviews on Plus nets customer service.
I personally have had a brilliant experience with their Customer service.
Unfortunately my Internet did not go live on the day that it was said to go live. I rang plus net regarding my bill as I hadn't received the Internet I was paying for. After reading the reviews I was concerned I would have a battle on my hands, I was pleasantly surprised that Plus Nets customer service was outstanding, with in 5 minutes they had not only refunded me but gave me a good will gesture for the inconvenience caused for not having the internet.
Thank you to Plus Net!
- Location
-
- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2016-07-06
- Comments
-
Worst service ever, never respond to any emails, don't return calls when they say they will. Booked an engineer 3 weeks ago to come out on Monday, no show, turned up on Wednesday without notice when nobody was at home and now wants to bill us, oh and they never answer the phone.....take my advice, do not touch them unless you like the worst service imaginable.
- 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.