3,751 Customer Reviews over 94 pages
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- Location
- york
- Reviewing
- Plusnet
- Date
- 2016-07-06
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2016-07-05
- Comments
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Crappy don't buy complete rip off. It goes down at least once a day and is seriously slow. If you want good broadband go somewhere else.
- Location
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- Location
- Worthing
- Reviewing
- Plusnet
- Date
- 2016-07-05
- Comments
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My 2 year prison sentence, (the minimum contract) is over! Yippee!
I have never had such a shoddy service. Their website isn't clear, (try communicating through 'tickets' as they call them or as I call them...COMPLAINTS!), appalling service being called, 'dude' and 'buddy' as a business customer! Oh and what is the fuss about Yorkshire? They seem to rattle on about it a lot. What has come out of Yorkshire? A load of people moaning about a cutlery factory that shut down years ago! Glad I have left, had 2 years of slow service and no one was interested in putting it right. Copper wires from a green cabinet to the house are not fit for purpose. I suggest you all go onto cable!
- 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
- Llanymynerch
- Reviewing
- Plusnet
- Date
- 2016-07-05
- Comments
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just been charged £37 to cancel,because they couldn't get sorted in the new house in time so had to go with bt,no loyalty or good will with customers,will never use again
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2016-07-04
- Comments
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When you realise PlusNet are a part of BT, you understand the poor service and terrible connection issues. PN didn't even connect my router from there base for months and I experienced connection issues I couldn't resolve even when calling support many times.
So many issues with my year with PlusNet. Glad to get rid.
- Location
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- Location
- Aberporth
- Reviewing
- Plusnet
- Date
- 2016-07-02
- Comments
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Signed up three weeks ago, paid 12 months upfront, needed line installation, they forgot to book in. Gave us credit for £50.07 with promise of a call to re-book installation, no contact. Eventually after many times of trying to phone, got through, they promised again to call and re-book appointment, still no contact. Went on help left messages, still no call. Spoke on chat, we cannot help, you will have to phone in. What a load of rubbish this company is, will be requesting our cash back, if we can get through. DO NOT USE PLUSNET.
- Location
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- Location
- Altrincham
- Reviewing
- Plusnet
- Date
- 2016-07-01
- Comments
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Three weeks after service started and still no regular broadband. Really poor. AVOID
Promised a month's refund for little/no service and when I called to chase other services, they had no record of refund.
- Location
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- Location
- york
- Reviewing
- Plusnet
- Date
- 2016-07-01
- Comments
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moved house on 14/06, told plusnet 7d in advance (which was not enough apparently!) but even when they finally showed up on 20/06 they could not connect either phone or broadband. after 2nd visit phone finally worked (10d !!) but still no broadband. of course it's not plusnet's fault, it's bt's fault (same company), and plusnet 'can't do anything about it'.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-07-01
- Comments
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I have been with Plusnet for 2years and was very happy with their service when I had Broadband.
Since switching to fibre after moving to a new flat my service has been sporadic at best, I've had to loose a lot of time from work while they send engineers to examine and re-examine the problem. My internet has been out for weeks at a time and I have lost the ability to complete work assignments and I've had to take off 5 days from work in order to accommodate engineers to "fix the problem" which has never been fixed. I have been trying to resolve this issue for almost 1year.
After all of this time and hassle I finally decided to cancel my service and the Plusnet operators (3) all very apologetically said "tough luck pay up" even though the were not able to provide the service for which I was paying.
The operators are all very nice but at the end of the day they don't care about you or your situation, they don't care if you are getting the services that you are paying for ... They just want your money. STAY AWAY!!!
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-06-29
- Comments
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Just switched to Plusnet from Sky, purely because of price.So far so good after reading lots of negatine reviews on various review sites.Phone line was reinstated within 2 hours of being switched off at 8.00am by Sky. The brochure supplied with the router does state that internet could be anytime upto midnight on the day of the changeover so wasn't too concerned when it wasn't working by 1.30pm. However the booklet says they will inform you by e.mail when it becomes aavailable.How do you get e.mails without the internet?,so I gave them a call which was answered reasonably quickly and effiently by their helpdesk and he said he would "keep his eye on it" and call me when it was ready.At 7.30pm I was getting a bit "tetchy" so I gave them another call.I did have to wait about 10mins to get answered and was told,very politely, that it was ready at 4.10pm but someone had not flicked the switch! A small error that could have been avoided but on the two calls I made they were both handled efficiently and very politely.If anything does go wrong I'll be on the review site and let you know
- Location
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- Location
- Dunstable
- Reviewing
- Plusnet
- Date
- 2016-06-29
- Comments
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Many issues over the years, stuck with them but have decided to leave. For the pleasure of leaving them been charged 1 months notice (which I knew about) and £25 charge which I didn't - apparently its so they can "switch it off". What a con - avoid
- Location
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- Location
- bolton
- Reviewing
- Plusnet
- Date
- 2016-06-28
- Comments
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I applied for a broadband service becauce mine is finishing end of july . the price quoted was around £18.00p/m they tried to take out £65.00 , when i rang them answar was that was a mistake it should be £17.00still getting email for 65.00
i wanted to retain same number but they tried to give new number THIS IS MICKEY MOUSE COMPANY TRY TO STAY AWAY FROM THEM . got a letter from them to day seems like they employ temp staff all they want to make their comminsom and stich customers they give wronge imformation to would be new customers
- Location
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- Location
- east london
- Reviewing
- Plusnet
- Date
- 2016-06-27
- Comments
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i was misled at the time that it was the cheapest fastest and reliable. this was not my experience. i spent £140 to cancel because i didnt want to continue with them and the ridiculous exorbitant charges when i moved house.
- Location
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2016-06-27
- Comments
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Wish I had read these reviews before I agreed to change from BT. Still waiting for my Broadband even though they told BT it would be changing over from the 10th June! Customer service team are appalling! No one interested at all! I agree with a previous person, I would have give less than 1 star if I could have!!!
- Location
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- Location
- Croydon
- Reviewing
- Plusnet
- Date
- 2016-06-26
- Comments
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Customer service was one of the reason I chose plusnet. However I will be leaving them at my earliest opportunity. Every month there is a problem with the billing on my account. Every month I am forced to contact them to correct it and get a refund. Every month they tell me the problem has been fixed but it never is.
I didn't sign up with them to have continuous problems.
Overall I am very disappointed and would NOT RECOMMEND them.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-06-23
- Comments
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Customer services are downright rude and are there for one purpose only, to intimidate you with threats of debt collection agencies. Service was restricted seven days prior to the date notified by Plusnet if payment not made.
Would rather pay the cancellation charge than continue to support such a loathsome company.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2016-06-22
- Comments
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Probably the worst company I have ever had the unfortunate pleasure of dealing with. I've had no end of problems with them including; 23 days late starting the service, never, to this day getting the phone line working (only internet) and wanting to charge to send an engineer to see what the problem was (worked fine with the previous provider.), My phone line was cut by contractors just before Xmas, (I depend on internet access for work) and pleaded with Plusnet to send someone out. Again told to pay for the engineer visit, took 2 weeks to book the appointment, first one was cancelled by Plusnet with out letting me know. I had to fight tooth and nail to then get an priority appointment booked in, still took a total of 4 weeks to put a "bodge job" fix in place (I don't have a line at the terminal just a line through a maintenance hole where my electric meter is. Several customer service reps accused me of lying when I told them the mobile I was calling from was a work phone (Criteria for a priority is if you have a mobile your not a priority.) And that I couldn't use it for personal use and that I could not afford to be out of work for 4 weeks. Called today to give them 1 months notice that I was leaving told I was giving them too much notice and therefore would incur a charge. The suggestion was wait until I was out of contract and incur a month of line rental and monthly package rates while the change over was arranged. Utterly shocked at how bad my experience has been & itching at the bit to dump them.
- Location
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- Location
- oxford
- Reviewing
- Plusnet
- Date
- 2016-06-21
- Comments
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Been a customer for several years. I moved to a new area, and Plusnet assured me that they provided broadband services to that area. Four days later customer service sent me a text saying they could not do it anymore, and went ahead and charged me £30 for cancelling the contract, saying that I moved to an area they could not service. Therefore it was my fault. Do not expect any understanding on their part. Would not recommend them.
- Location
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- Location
- Anglesey
- Reviewing
- Plusnet
- Date
- 2016-06-21
- Comments
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Having switched to plusnet from Sky I wish I stuck with my standard broadband!
Was set up eventually after a 2 week delay leaving us without any internet or mobile coverage - as we rely on a booster box for mobile signal - and to put it bluntly the wireless is possibly the slowest I've ever encountered and considering it's supposed to be fibre broadband, I can get higher speed through 3G in most places.
If you ever want to phone them, you'll get stuck with someone who doesn't care about the issue and will instead hide behind terms and conditions and tell you that you have broken your router by putting it near other electronic devices and then have the cheek to charge for a replacement.
Honestly, if you want broadband STEER CLEAR, I'm currently waiting for a cancellation cost (been waiting 3 weeks) just so I can pay to leave.
- Location
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- Location
- Leamington Spa
- Reviewing
- Plusnet
- Date
- 2016-06-19
- Comments
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I moved to Plusnet from BT Infinity, expecting exactly the same speed. How wrong I was. My connection went from a pretty stable 60mbit to a highly erratic 5-20 bit.
Plusnet support, if I can call them that, were incredibly unhelpful and downright rude. They refused to help, telling me I wouldn't be released from the contract and that the service was performing acceptably and within their limits.
Worst ISP I have ever dealt with. AVOID AT ALL COSTS.
- Location
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- Location
- Fleet wood
- Reviewing
- Plusnet
- Date
- 2016-06-18
- Comments
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I ordered my wifi with plusnet two weeks ago. Was told 4 different dates for my phone line to be installed which I rang to ask why this was happening and was told this was a fault with the system. The phone line was installed on the original date I chose ? Confusing ... YES.
I got over this as things happen with computer systems etc.
The man who came to install my phone line did not have a clue on what he was at my property to do !! He was asking me questions on what he was there to do. I rang customer service to ask what exactly he was going to do so I could let him know ! How could you not be embarrassed by lack of professionalism? No communication between the staff clearly.
I then had to ring to get my router posted out to me which the man at my property suggested I do. Thankfully I did cause from the impression the girl gave on the phone call they had no intention of sending router out until I called as they send the router out certain days after
My lines unstalled but my wifi was supposed
To be up and running three days after the line was installed.
I received my router on the Thursday. My phone line was installed Tuesday. I rang again on Thursday to ask what I now do as I have the router and I got told I would be informed when i could plug it in.
I rang on Friday afternoon as I was getting impatient now and felt I wasn't being kept updated with anything.
I was assured my wifi connection would be up and running my Friday night at 12pm and received an email confirming this. Not once did the email say there could be a possibly of a delay !
I rang today ... Saturday as my wifi is
still not up and running. The girl who answered was rude and obnoxious! She just simply said it took two weeks .. (It was now over two weeks) she then told me they said it would be running by 12pm (she clearly got confused as that was YESTERDAY ) when she realised I was correct she decided to tell me there was a fault with my wifi connection and it couldn't be addressed until Monday. So now I'm waiting another two days for the fault to even be looked at !
Why did it take for me to ring them to be told there was a fault. Why wasn't I emailed or given a simple phone call to be updated with the fact there's a fault and I would be waiting even longer. An apology wasn't even given to me by this girl and neither was an explanation. When I asked if I could leave the contact she told me I would be wasting my money and put the phone Down on me ?
What sort of person who works as first point of contact for customer service with a company puts the phone down on a customer ?!!
If you can't deal with complaints correctly and with respect then what company employs people like this individual I dealt with today to manage their customers ?
Customers make a business.
Treat rhem with respect!!
I rang back after the phone was put down and a second girl answered.
I explained what had just happened and she said she would log what I had said and she said she had put the complaint in for me. But no email etc was sent to me to confirm this action had been taken.
I am absolutely disgusted I paid a £80 setup fee with plusnet.
I am disgusted with the standards of customer service and am horrified this has all happened within the first two weeks.
I have complained on the phone.
I have complained through email on plusnets official website.
Let see if I actually get a decent respectful response instead of an automated email
Or a rude person on the other end of the phone.
If anyone knows how I can leave the contract
Please let me know :(
- Location
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- Location
- Westhill, Aberdeen
- Reviewing
- Plusnet
- Date
- 2016-06-18
- Comments
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Gave one star because there was nothing lower available. 1/1000 in all categories. Worst decision to join Plusnet (fibre road band). When I joined them, first few weeks everything was perfect. After the time when I was not change my decision, terrible service, terrible customer service. DON'T GO FOR ANY PLUSNET AND DON'T TRUST THERE GOOD SERVICE FOR FIRST FEW WEEKS. Now I have to use their service for two years but first and last time in my life.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-06-18
- Comments
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I am amazed that Plusnet score highly in any areas. I joined in Sept 15 and have basically written the year off to maintain my sanity as it has been impossible to resolve continued issues.
* Customer Service - Up to 45 mins to get through and hours of calls with nothing resolved.
* Speed and reliability- Depends on time of day as they throttle the line at peak times. No other devices can be connected if i watch my Now Tv box including turning off the wi-fi.
Roll on September so that i can be free.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-06-15
- Comments
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worst decision of my life to join plusnet. Worst customer service possible!!
- Location
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- Location
- EPSOM
- Reviewing
- Plusnet
- Date
- 2016-06-14
- Comments
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Excellent service. They did everything as promised and on time when I switched from BT, The call centre is located in the UK and responds very quickly to any query.I thoroughly recommend PlusNet to new subscribers.
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2016-06-14
- Comments
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My broadband has been ok on balance, but not the phone. I moved house and managed to keep the same number (so far so good) but now the line is installed I have no dial tone, only patchy broadband / wifi. Been waiting over a week. No response from customer support. I have "raised a question" on their site, phoned and waited 30 mins several times, and used online chat (which also has a 15-30 minute wait time!). To be fair at the previous address it worked fine for 3 years, but whenever I had to call (e.g. to arrange house move, change billing etc) it was a slow and painful experience. I would not recommend them. Their blurb about honest northern values just gets my heckles up now.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-06-14
- Comments
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left within a month of joining. the customer service is appalling, they just dont care.
my speed dropped from 39mb steady (the maximum my line can handle as shown in my router) with my previous 2 suppliers, to a solid 21mb. this is not plusnets fault and they have no resolution. like it or lump it apparently.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-06-13
- Comments
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Honestly the worst broadband service I've ever experienced. Slow connections and even cut-offs at random times of the day and a lot more at night.
Switched to BT and all is well.
- Location
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- Location
- EDINBURGH
- Reviewing
- Plusnet
- Date
- 2016-06-13
- Comments
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I have been using different broadband companies in the past 10 year, this one call Plusnet is absolutely the worst ever company, waiting for half month until the installation date. Stay home for the engineer from 8am-6pm. nobody turn up, call the customer service for 40 minutes, speak to a staff, simply tell you the engineer will not be here and also can not tell you when will the engineer come, no text no email nobody tell you anything, can not believe this is a UK company, avoid for your own safe. Unquestionable No 1 Rubbish Company.
- Location
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- Location
- scarborough
- Reviewing
- Plusnet
- Date
- 2016-06-13
- Comments
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terrible company agree with everything people say on here,but help is a hand wont be long till BT put the line rental up,and then plusnet will follow suite,and you will all get a letter,so just cancel with no charges its the law,ok
- Location
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- Location
- cramlington
- Reviewing
- Plusnet
- Date
- 2016-06-13
- Comments
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Just signed up for two years and the fibre speed is half of what sky speed was. Pease just stay away. I will never use PlusNet again
- Location
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- Location
- PA31
- Reviewing
- Plusnet
- Date
- 2016-06-12
- Comments
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Broadband speed far below Scottish average. Plusnet do not seem to be able to increase speed even although I have upgraded package. No complaints with the Phone part of package which works well.
I suspect B/B speed problem will not be corrected due to the low customer density.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-06-02
- Comments
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Absolutely dreadful. Stuck with them until my contract runs out unless I want to pay over £100, but can't change a direct debit date, charged more for paying with a debit card. Rubbish customer service (with added attitude!) Terrible connection. Overall simply DO NOT use!
- Location
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- Location
- Craigavon
- Reviewing
- Plusnet
- Date
- 2016-05-31
- Comments
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If I could have given half a star I would have.. Easley by far the worst network provider I've ever had.. I've been a broadband customer with both bt and sky in the past, and only ever changed between them due to good competitive price deals, never had any issues with customer service or network reliability.. Unlike the shocking treatment I've had from plusnet!!!!!! The entire experience I have had with plusnet has been a complete disaster from start to finish, an absolute joke of a network provider.. If ur thinking about switching to plusnet, I would strongly recommend you reconsider!!!!'
- Location
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- Location
- Medway
- Reviewing
- Plusnet
- Date
- 2016-05-31
- Comments
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All was great until I went to cancel and then they hassled for cancellation charge, they only cancelled the phone line and not the Broadband even though I had said I had moved out? then it worked out that they had overcharged me after I had cancelled, so after some discussion, only had to pay £3.02 to cancel and not the £30.
- Location
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- Location
- North Wales
- Reviewing
- Plusnet
- Date
- 2016-05-29
- Comments
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PN used to have great customer services. Not anymore. Their CS agents are incompetent, lie up to their teeth and a child of 12 understands broadband better than any of them. They are there for show, but not capable or expected to solve any problems or provide correct advice, everything is deferred slavishly to their masters, BT. Don't believe any of their false advertising, keep away if you have a choice.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-05-29
- Comments
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Absolutely terrible company. A team of potatoes could run a broadband company better. The router supplied by them leaves us with no wifi at all for hours at a time because it constantly crashes. In fact the only reliable thing about plusnet is that their routers will crash at least once a day. We have phoned and spoken to them countless amounts of time only to be fed the same tired old stuff that means nothing, they are cheap but even at this price the broadband is bad, every time we submit a fault report our broadband suddenly comes back to life and works perfect only to go into the same routine not a day later. The customer service team have absolutely no idea what's going and and assume everyone is thick and can be told "switch it off and on again" we are moving house soon and one thing I am certain of when we move is that plusnet will not be in any way shape or form a possibility for our broadband provider. AVOID AT ALL COSTS.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-27
- Comments
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Horrible....Please do not go near to this company. I have suffered enough for the last 6 months. They seems to me that they have given up and now they do not even answer my email. Phoning is waste of time. I made a big mistake by paying the line rental in advance and now they refused to pay back instead they want £55.00 as penalty. Keep away from this company.
- Location
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- Location
- SE Wales
- Reviewing
- Plusnet
- Date
- 2016-05-27
- Comments
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HORRENDOUS. Plusnet need to be investigated by Ofcom for numerous reasons. They have not supplied the contracted speed (sometimes speed has been close to 0). We spent HOURS on the phone with them messing us around to get an engineer out to confirm (yet again) the speed was still (since the day we took out the contract) under the contracted speed. They don't document everything on their support tickets if it doesn't suit them (trying to hide from Ofcom when complaints are made?). We had to fight to get confirmation from Plusnet that under Ofcom's Code of Practice we could be released from the contract with no costs. They are now trying to charge us (which they won't get away with) Their customer service is terrible. They pass you around in the hope you'll disappear. They give incorrect information. They don't do what they say they'll do. AVOID AT ALL COSTS.
- 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.