3,751 Customer Reviews over 94 pages
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2023-04-01
- Comments
-
Gave this company 4 weeks notice and I’ve been told it will take another 18 day’s notice to get my bb sorted terrible service cancelled to go to sky
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-02-16
- Comments
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Shocking! Do NOT use Plusnet. Have been cut off twice within 2 months. The first time we didn't have internet for over 2 weeks due to a huge error on Plusnets side.
- Location
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- Location
- Holyhead
- Reviewing
- Plusnet
- Date
- 2015-10-27
- Comments
-
Avoid if you wish to remain sane!
My elderly father was enrolled with plusnet by his computer guy. What a rubbish deal! He only occasionally uses internet but his bills were around £35 a month, higher than ours and my hubby is hardly off internet and I am constantly on the phone. When I took over handling his affairs I complained and he had a reduction to just over £29 a month.
The biggest problem is the contracts! When he moved house a year ago they conned him in to a new 2 year contract. He moved again yesterday and were told that to get the neccessary phone line installed we had to have a new 2 year contract. I reluctantly agreed as the phone is vital! I wasted 6 hours waiting for the engineer to arrive and then I phoned customer services on a mobile. What a joke!!!! The usual half hour wait, then transfered and another long wait, put on hold yet again by a rep who kept repeating the same mantra, not listening to my concerns and getting shirty with me when I got cross! They nsisted that the engineer had visited the flat and no one was there. To access dads flat you have to report to reception and request access via the security door and sign in. This was not done but I was apparently not telling the truth. They also said he tried to phone my mobile but I had no missed calls logged and no messages! We told them we consider them to be in breach of contract, having been promised a phone line on the 26 October 2015. They have the cheek to want us to pay £169.75 fee. They are in my opinion a bunch of greedy charlatans!!!!.......... Oh yes, one more thing! While you are waiting your half hour stints for them to answer the phone they play raucous music, I assume designed to make you give up!
NOT RECOMMENDED! If I could award minus points I would!
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2019-05-26
- Comments
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Avoid at all cost. Read there terms & conditions ie section 4.. they do not guarantee there equipment to work and do not guarantee a WiFi signal.
This is what has been quoted to me from there horrible customer service, they only guarantee the line to the router but not the output.
Have had months of no service due to drop outs, WiFi cuts out to less than old dial up, and I’m on fibre 70mbs received 16mbs up & 18 mbs down on a good day.
Now face cancelling them and there criminal threats to charge over £200 pounds to cancel contract.
Plain to see this is a scam company who make money for providing nothing.
- Location
-
- Location
- Stourbridge,
- Reviewing
- Plusnet
- Date
- 2018-09-19
- Comments
-
AVOID WOULD GIVE NO STARS IF POSSIBLE! Disgusted with service I can't wait until my contract with these thieves is over! I called 100s times over the course of a year but was on hold so long that I've only ever been answered for three of thous calls. When we moved in and had the broadband it never reached above 2mb even though our contract is for 17+mb we had to only use one devise on the wifi at a time due to it being so slow. I was told to just reset the box or that there was no fault (BEWARE they WILL charge £64 every time they "don't" find one) I was never offered an engineer call out even though my landline and broadband didn't work. Eventually someone with some sense helped and sent one who discovered the issue was with the wiring on the phone poll to our house so it has been there since moving in. I then disputed that fact so as to get compensation for at least 8 months but was told as a "good will gesture" I was only able to receive £60 which barely covers the cost of calling them on my mobile since my landline didn't work let alone the charge I was given by Plussnet themselves for the apparent no fault in the first place. Trading standards states that the company must provide at least 50% constantly of what it contracted I received less then 12%! To top it all off the manager was very condescending and I hope I never have an issue again so that I don't have to speak to them!
- Location
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- Location
- WILTSHIRE
- Reviewing
- Plusnet
- Date
- 2019-03-02
- Comments
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To those looking for a new supplier. Plusnet does not perform well. My download speeds are not as promised. I logged a download speed of 0.83 last night. The range is very poor, I struggle to obtain a consistent, reliable service upstairs (average 3 bed home). Changing channels and router has not improved the situation. My advice is to pay a little more and choose an alternative supplier.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-03-21
- Comments
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Well where do I start, the customer service team in the complaints department feel it’s ok to treat people like rubbish the internet service is a shamble along with the customer services, I would advise any and everyone to not sign up with the Plusnet service, when Plusnet were life mobile they provided a great broadband and mobile service but now they service is slow you regret ever signing up to this service they will provide a very poor service and they will try and talk down to you speak to you like rubbish and somehow get away with it
- Location
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- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2016-02-05
- Comments
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Broadband buffered a lot, dropped connection frequently. Customer service was truly horrible - they send chirpy emails, but then turn really nasty. They defaulted on our contract by putting the price up, then charged us a cancellation fee when we went elsewhere. They email you for free but you can not reply to emails and have to spend a long time on the phone listening to terrible music while they ignore you. We'll never use them again
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2022-05-26
- Comments
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18 months in and finally now able to rid my house of PlusNet - Terrible speeds, unusable for much of the day is more than one device is in use. Terrible customer service, no interest, empathy or resolution. This company claims to be all about it's customers but that couldn't be further from the truth in my experience.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2017-02-25
- Comments
-
Awful broadband speed, shocking reliability. Can go to nearly no connection at all for hours making it unusable. 1 star is not bad enough.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-08-30
- Comments
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Terrible service, both broadband & customer - promised the moon, but never delivered. Very slow internet speeds throughout the house.. on fibre!! I didn't think you could go wrong, but apparently you can
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2019-02-20
- Comments
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Was going to go to Plusnet but my present provider upped there deal so cancelled with plusnet after paying up front.Well what do you know refund was a joke and the lame excuses in the end sent me a cheque back way over the time stated to me when I rang up...complete joke..!
- Location
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- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2021-06-18
- Comments
-
I have initially written the review on Trustpilot but thought I will put this on here as well.
Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.
When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!
Please avoid if you value your time and sanity.
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Update:-
After several to and fro conversations with customer service, Plusnet keep replying with the same text:-
"Unfortunately in order to progress your fault further we would need an engineer visit as advised, if we are to book an engineer we do need acceptance of the following statement:
As part of the investigation of this fault, we may need an engineer to visit your property to test the line.
If the engineer finds the problem is with:
• Your internal wiring
• Your equipment
• The condition of your property
• If the Openreach network has been damaged within the boundary of your property by things like building or garden work
• Or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer.
This charge will also apply if you miss the appointment or you cancel without giving us 2 working days notice.
This charge will apply at all times whilst we are working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened."
In essence, Plusnet can send an engineer out, inspect the facilities, find no fault for the frequent intermittent connection problem, and charge the customer £65, then close the case (without sorting out the unstable connection). And if a further complaint arises from the customer, the cycle repeat. No ending of charging customer £65 without resolving the issue.
I will just leave this out there for people to make up their own mind when they are considering joining Plusnet. If everything goes well, I suppose it can be value for money. But if there is any problem, beware of the level of customer service and their company's policy.
It is also interesting to note that I did not suffer such frequent service disruptions with other broadband providers over the years. My innocent mind always thought as the broadband connection facilities are provided by OpenReach, we should get more or less the same connection quality whichever provider I goes with - how wrong am I...
- Location
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- Location
- Rainham
- Reviewing
- Plusnet
- Date
- 2022-03-01
- Comments
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Absolutely rubbish customer service provided by Plusnet as well as their prices which are very high and going up even more for a totally rubbish broadband. Totally awful
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2022-03-13
- Comments
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Very slow and unresponsive and thats just their staff , their broadband speeds are even worse ,its adverts slogan is completely the opposite to its product. Unless Yorkshires idea of doing you proud is to cut off a 77 year old grandmother telephone and sell her debt without a phone call or a letter and the only response of the customer service was we emailed her .(For the record this was over covid so bank statements was not being sent and the fault was between the Bank and the provider). Please do not even consider using this company they are a disgrace.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-06-15
- Comments
-
Appalling service all round from the very start. Had to cancel after 2 days of aggravation and then charged for the privilege. Would never go back to them nor recommend them to anyone.
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2018-07-21
- Comments
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Absolutely terrible, ongoing issues with broadband since May, incompetent customer service, ‘won’t do you proud’ - avoid at all costs.
- Location
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- Location
- Barnet
- Reviewing
- Plusnet
- Date
- 2016-08-20
- Comments
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This is my 2nd year with plusnet and since renewing in May the service has been atrocious. Tonight I can barely access a website, forget about streaming a programme on iplayer or other channels. Even a radio programme came back with insufficient bandwidth available message. This is not a one off, problems have been ongoing for weeks, particularly on weekend evenings!
- Location
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- Location
- Cannock
- Reviewing
- Plusnet
- Date
- 2022-05-26
- Comments
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As a long serving Plusnet customer. I am suffering rolling service black outs every night at an ever increasing rate. After months of this Plusnet customer service did not want to know. I filed a complaint and I got a copy and paste scripted automated reply.
I wrote to the CEO of the company who did not reply but passed me onto another drone who has been worse than useless and continues to play games as to get me to go away, live with it or give up.
They are simply playing a game of attrition with me.
My internet speed is ever decreasing. I had an issue with there speed a few years back it was running as low as 1mb at key times of the day.
Due to these rolling blackouts I cannot take the risk of working from home and have to commute long distances just so I can perform my job.Costing me a lot more money.
After years of dealing with Plusnet you learn to live with inferior service and low expectations.
Over the years they have been rude, unhelpful and uncaring. The last time I was having rolling blackouts they would not do anything because they had a rate of something like 20 per month and I had 19.
My whole Plusnet experience has been a dog fight. Ever increasing prices and decreasing service.
You will not get any help from them. They hide behind there bureaucratic, cold, robotic anti people processes
After having many internet service providers I've got to say Plusnet is by far the worst
- Location
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- Location
- Fareham
- Reviewing
- Plusnet
- Date
- 2016-10-31
- Comments
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Rubbishy moved house instead of moving existing plan had to extend contract and take a new plan at a ridiculous price simply because bought a house which is ridiculous other providers just transfers existing plan. Didn't feel values existing customers will not use again customer service "didn't do me proud" was extremely rude and unhelpful
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2020-10-12
- Comments
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Connected today. The broadband speed is well below the guaranteed speed but it is impossible to speak to someone and there is no chat line open. My minimum guaranteed speed is 31mbps on a 40mbps package and I am getting 20mbps. My previous provider (Vodafone) was a 35mbps package and I was getting 33mbps from day one consistently. I wish I hadn't chosen Plusnet
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2019-04-23
- Comments
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Awful internet provider, one minute you have a solid 70mbps download then not even 5 minutes later it's down to less than 1. It will randomly cut out for about 10 minutes. Would never recommend to a friend
- Location
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- Location
- North east
- Reviewing
- Plusnet
- Date
- 2016-10-01
- Comments
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The worst mistake I made in a long time. The service is slow
Staff are unhelpful and are quite happy to take your cancellation fee if leaving before 18 months.
Phone line is fine that's why the 1* and because I can't go any lower
DO NOT SIGN UP TO PLUSNET YOU WILL BE FRUSTRATED
THE BIT OF MONEY YOU SAVE FROM LEAVING BT ISNT WORTH IT
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2019-12-20
- Comments
-
New customer to plusnet. Old broadband turned off 7 days ago and still no router has arrived from plusnet. emails to confirm broadband was live on the same day as the old contracted ended. Customer service refuse to expedite a replacement router or allow me to buy my own. we are still without a router. Terrible experience. We do not recommend this company.
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2015-08-21
- Comments
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After 12 months nothing but constant drop outs and disconnects. I worked out the Modem/Router they supplied was faulty. I have contacted support 4 times in the past 12 months and every time they refused to swap it saying no fault found. In the end I purchased a NetGear Router myself and surprise surprise it fixed all my problems. So as my contract is up im moving back to Sky where i was getting 13 Meg not 10-8 Meg i got from Plusnet.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-07-05
- Comments
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I've been with Plusnet for more than a decade, fearing to leave because everyone else seemed as bad. Finally I'd had enough and switched my landline (with BT until then for the same reasons) and broadband (Plusnet) to the Post Office. Everything went smoothly and my new service was activated on 15th June. I'd been told on 2nd June when I placed the order that I need do nothing more and everything would be automatic. BT sent me a letter saying they owed me a refund. Plusnet has now sent me a bill for the coming month AND are threatening to send me a £30 bill for what they claim is "incorrect transfer of broadband" by the PO. They claim that I have had two services operating for the past month. PO says that they notified Plusnet and Plusnet just didn't process it. Plusnet is threatening to send debt collectors after me if I refuse to pay.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-12-02
- Comments
-
Worst customer service I have ever experienced. Numerous sales advisors told us they could install our broadband before they actually could. Cancelling the service took multiple phone calls where I was placed on hold, often for over an hour. We then couldn’t install our new service for several weeks because they didn’t inform openreach of the cancellation.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2023-03-02
- Comments
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Worst experience I ever had. When I signed up I requested a phone socket to be installed and the cancelled that because they said I don’t need it. Like they know what I had inside my house. Anyway I called again booked an appointment with Ingineer who never showed. Called again the booked again only to find out on the day the haven’t actually booked another appointment. Absolute joke!
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2020-09-29
- Comments
-
Avoid!!!
Signed up with them 6 weeks ago and still no service!! made several phone calls, waiting hours in queues for them to answer the phone, to be told on numerous occasions "that all will be sorted now"
Now not answering twitter Helpdesk, secure messaging via account page etc....wish I had never bothered to go to them :(
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-08-31
- Comments
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Looks very cheap but be aware that this is a scam-like enterprise. Make sure to read every single line in the terms and conditions - this is really where they try and trick you.
- Location
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- Location
- essex
- Reviewing
- Plusnet
- Date
- 2019-01-11
- Comments
-
crap!! had no phone for weeks couldnt call or email, want 50 pound to leave
never again they need to change the advert as a load of tosh
- Location
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- Location
- Highlands
- Reviewing
- Plusnet
- Date
- 2015-12-10
- Comments
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I have been with Plusnet for many years and they used to be good. Unfortunately the service now is hopeless. If you have a problem,it takes at least 20 minutes to get through to customer services and when you do, you are speaking to a computer with a human voice. If you want to speak to a real human, you have to get a call back which can take up to 72 hours. Of course the chances are that you won't be at home when this occurs. I definitely would not reccommend Plusnet so don't be fooled by the TV adverts that boast about the wonderful customer service.
- Location
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- 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
- Kirkless
- Reviewing
- Plusnet
- Date
- 2022-01-25
- Comments
-
terrible speeds, terrible service, constant high packet loss. absolutely shocking.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-02-12
- Comments
-
Was promised £70 cashback. Three months later and a load of email and phone calls and reminders I got the cheque only to find out that it can't be cleared by my bank and is invalid. Such a waste of time this company! Terrible customer service!
- Location
-
- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2020-10-14
- Comments
-
Plusnet, you will lose customers by the tens of thousands if you don't improve people's ability to contact you. It's a joke and very soon you will be too.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-01-12
- Comments
-
Got to be the worst internet in the UK reported to ofcom not once but twice cant wait to leave and join a real operator, my advise would be AVOID AVOID
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-05-17
- Comments
-
I cannot comment on Broadband speed, because I only yesterday switch to Plusnet from Sky. My son came home and found out that Plusnet make a lot of promises, lure customers into subscription, but don't provide satisfactory services. I've got already bad experience with contract details. I signed up for 12 months, but they emailed me 18 months contract. Thanks God that I am able to cancel their service. Sky offered me a deal, so I will stick with them. I was so silly that I paid in advance for line rental, so will request my money back in full.
- Location
-
- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
-
My 75 year old terminally ill mother had the misfortune to have plusnet. She was in hospital for 3 and a half months and her phone and broadband was cut off due to non payment. We contacted them 3 times the first day she came out of hospital to reinstate her service. Each call took over 25 minutes. We made a payment and the block was lifted off the phone. Her community help alarm uses the phone line so it literally be life or death to her. 4 days later we logged onto her Internet and found that was still blocked it took 2 more 30 min phone calls and another payment (in advance) to lift that block. Throughout the phone calls the phones were not answered for between 25 and 45 minutes. The staff were rude and unhelpful (especially Megan McKay) were was particularly unhelpful and inflexible. My mum wanted to cancel the contract with them and was told it would be £226.59! Disgusting!!
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-12-16
- Comments
-
Plusnet has been the bane of my life from the moment I first had anything to do with them. I was bombarded with text messages and emails until they realised I had requested to cancel my order and they, therefore, owed me money. I haven't heard a peep from them since! It's almost as if they think if they ignore a problem for long enough it will just go away.I have been waiting weeks, if not months now for a refund. Communication and customer service is atrocious...do not touch this company.
- 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.