3,751 Customer Reviews over 94 pages
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- Location
- Hamshire
- Reviewing
- Plusnet
- Date
- 2015-11-27
- Comments
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Totally rubbishy .I wanted forty five minutes nobody answered the phone .This is the common promblem
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2019-03-17
- Comments
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No broadband. Ordered broadband from plusnet. Sky has disconnected me and guess what, plusnet have failed to connect the service. Phoned customer services and apparently there's nothing they can do! Truly shocking lack of customer care. Wish I'd stayed with Sky.
- Location
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- Location
- Leeds, West Yorks
- Reviewing
- Plusnet
- Date
- 2016-05-22
- Comments
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Terrible ... don't even consider signing-up with them ...!!!
- Location
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- Location
- Tipton
- Reviewing
- Plusnet
- Date
- 2017-04-20
- Comments
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Honestly, I am absolutely disgusted with the service I have received from this company, I'm surprised they're still allowed to operate considering the service they have given me and several of my peers.
Firstly, the broadband had problems from day 1. Would alsways lose connection, go incredibly slow to the point that even basic webpages would not load.
Technical support was also lacking. Within the year and half I've spent with them I made several support calls about the broadband. The only things I were told to do was reboot the router or change the router channel. These tasks did not work. They knew this but did nothing to help. It's also worth noting that on avaerage I had to wait around 30 minutes to get through to technical support (and yet only 5 when I called to cancel)
They are also notorious for lying. I've had to cancel my contract early as I'm essentially paying for no real services. They told me that I would have to pay £70 to cancel early. Then when I called and told them the date of cancellation it was randomly bumped up to a little over £100.
So if you're looking to be robbed, lied to and wait on the phone on hold for 30+ minutes I would advise this company. Otherwise, stay away!
- Location
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- Location
- Stratford
- Reviewing
- Plusnet
- Date
- 2017-10-01
- Comments
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I have started to have problems with Plusnet at very first day after paying for my order. First of all they cancelled my first order after I called customer service to find out why they don't need engineer to come in and do the job if I am still paying for it. Their lovely member of staff called Mohammed (Mo), who tried to explain this to me and still left me confused decided I wanted to cancel my order which he did. When after a week waiting my broadband to go live, what didn't happen, I called them back and then Ashley said my order has been cancelled and next available time when broadband can go live is after 2 and half weeks what left me really upset. Well as she talked to me nicely I left it and was waiting until engineer came to connect broadband to BT and said I should have internet connection straight away regardless on my email it said broadband will go live on 30th September and engineer asked me to call customer service and turn it on. So I did and customer service person who's name I can't recall starting with M, said if it hasn't gone live by midnight of 29th then I should call them back. I didn't have nerve anymore do deal with them and asked my partner to take over. He talked A girl called Taylor who said our internet should go live by midnight 30th. Still nothing. I am so sick of it that don't even know what to do. Why they are selling it if they cannot provide - regardless taking my money before delivering see. I am so dissapointed and don't recommend this broadband to anyone.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-02-18
- Comments
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I think PlusNetvare the worst broadband providers I have been with (and I was with BY for almost 18 months). They give it big kicks about being great for customer service, but my experiences have been anything but. Recently they decided to not take our direct debit and then cut our internet. When this was discussed with them no explanation was offered. I bought into the local Yorkshire company marketing, but if I've learnt anything in the 7 months that I have had the misfortune of being a customer of this incompetent organisation it is that Yorkshire is far better at tea than internet.
- Location
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- Location
- South Suffolk
- Reviewing
- Plusnet
- Date
- 2015-01-29
- Comments
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Surprised speed is so poor and always an excuses. Worse than it was with B.T. wired connection! I believe i have been miss sold fibre as the cable to my house comes over fields, was assured by B.T. and Plusnet it was fibre and the wiring across the fields would not be a problem as would be fibre optic either side! Silly me I'm thinking as I think of the story of the Kings new cloths. Was warned of priority usage, by Plusnet, slow me down to speed up someone else - yep I'm sure it happens!
Save spending out money to leave Plusnet don't go there! Being a pensioner on a low income I can't afford to leave at this time. Rely on broadband as live in rural countryside and seldom see anyone, it's contact with friends and family for me! Need shopping on line esp. groceries, it's so disheartening when you try and amend a shopping order and broadband is so slow in the evening when others are doing the same - points to priority use or my being far away from exchange which I was told was no problem with fibre optic connection!
Not a happy bunny wish I had stayed with BT sooner the devil you know!
- Location
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- Location
- South wales
- Reviewing
- Plusnet
- Date
- 2019-03-02
- Comments
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Shocking. Stay well away. Had the worse 15 months of any service. 3 story home that I only get internet connection in living room and the one bedroom above rooter. Three other bedrooms you got no chance. When you speak to customer service they keep saying your in a contract.. I'd really like to see this company fold or go into administration. It's got no care to customer's so trust me and stay well away!! I could go on and on
- Location
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- Location
- Sauchie
- Reviewing
- Plusnet
- Date
- 2016-03-14
- Comments
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Joined plusnet because they promised minimum 1meg download speed what a joke.
The worst Internet I think I've ever had. When I called to complain I was told that I should go back to Sky if I wanted better Internet speeds.
So I did, then they sent me a bill for terminating my contract early which I have refused to pay what do you think I should do?
- Location
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2016-10-14
- Comments
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The broadband speed has got worse, and the time spent on the phone trying to get hold of Plusnet has got longer, today was one and a half hours.
- Location
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- Location
- East sussex
- Reviewing
- Plusnet
- Date
- 2020-06-13
- Comments
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I have had so much trouble with plus net it has been the most stress full experience in my life they promise to call back and don’t they kept me hanging on the phone for over an hour and then there was no one there the manager was supposed to call back in four hours and I am still waiting after four days if you want stress go with them
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2024-04-02
- Comments
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BEWARE! DO NOT USE! Plusnet are like Delboy, crossed with the Chuckle Brothers and Mr Bean! Everything they touch is a mess, there new name is PLUSMESS!!!! My family have been with Plusnet since they launched many years ago, since DAY ONE! We were one of the first customers and WERE avid fans! We used to love them, There customer service has gone down hill, it's now awful, a total MESS and we are thankful to have left. They have a UK call centre, but everything they do is full of problems and errors. Imagine Mr Bean on the phone with an attitude, that is there average call handler. They are just candid and rude. Everytime we moved house in past 8 years, they messed it up somehow, everything they touch is a MESS!! I dont want them anywhere near my internet connection Thank you very much. This time around we were moving house in 2024 and yet again, they messed it up, even though i carefully went through everything in fine detail with the Plusnet agent. They ended up delaying my internet being installed in my new house, as they didnt process the request properly... ofcourse, so i just paid to leave the contract as cant stand this ridiculous mess anymore. I would call them PLUSMESS as everything they touch goes to mess, like the CHUCKLE BROTHERS or MR BEAN. When they install the internet they should say ''To me, to you, to me, to you'', like the chuckle brothers did with carrying a ladder. Its an embarassment. My internet even went down in my old address, and when i logged it, they ended up not even logging that properly. Literally EVERYTHING THEY TOUCH is a TOTAL MESS!!! Stay away!! Its just ridiculous, they are PLUS at messing stuff up.... An indian call centre would actually be better. I suggest they fire EVERY CALL CENTRE MANAGER in the Uk and start again, because i can foresee this company going bankrupt. People are NOT happy, and I was there biggest fan, well.... not anymore!
- Location
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- Location
- flintshire
- Reviewing
- Plusnet
- Date
- 2017-04-15
- Comments
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I have just had my computer in for repair and needed help to set up my e-mails. I had problems when I first got this computer and someone at plusnet put on Mozilla thunderbird because of problems trying to install Internet explorer. I contacted plusnet for help to set up my e-mails and they were not interested at all in giving me any help. I've always had an excellent response from plusnet until now so I will be changing my broadband and telephone provider. One reply I had was get someone in to fix it.
- Location
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- Location
- Nantwich
- Reviewing
- Plusnet
- Date
- 2017-06-21
- Comments
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Rubbish internet speed is so slow customer service rubbish. Avoid it
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2017-08-25
- Comments
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Terrible service and awful customer service.
I have not been able to use sky on demand, PS4 or smart TV for about 4 months now. Been in contact with plus net on numerous occasions (after waiting in phone queues for up to an hour) only to get the same old line of the signal going into your house is good.
Currently awaiting a response from the complaints team as I'm unable to cancel the contract with paying a monthly exit fee.
Would not recommend this company to anyone.
- Location
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- Location
- ceredigion
- Reviewing
- Plusnet
- Date
- 2018-04-15
- Comments
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worst broadband i have ever had and they do nothing about it just take a lot of money for a service not fit for purpose and tell me i cannot have fibre here only available if you have BT i smell a large rat
- Location
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- Location
- darlington
- Reviewing
- Plusnet
- Date
- 2015-01-29
- Comments
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the worst experience of my internet history, i have used virgin/sky etc which all have been perfect, switched to plusnet and it is a living nightmare, i am being cut off daily 2 or 3 times, when i rang up the 8th time they had me taking my phone socket to pieces to try to fix the problem myself haha what a joke im no engineer, there customer service is non existent, they had the cheek to offer me a £2 discount for all my troubles even after admitting there is a fault (insult) is the word for that... the sooner my contract is up the better, put simnply plusnet are horrendous, im giving 1 star all round as there is no option to give a 0 star rating, 1 star is still generous, to any potential customers please avoid and go somewhere else as you will regret it otherwise !!!
- Location
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- Location
- Glasgow (City of)
- Reviewing
- Plusnet
- Date
- 2018-12-11
- Comments
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Still waiting for a refund after cancelling my account (poor service and poor provider). Now been waiting 6 weeks and just been told they thought they had put the money in my bank but they realise they haven't so are sending a cheque - which will take ANOTHER 21 days to get to me!!!
- Location
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- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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My 75 year old mother was in hospital for 14 weeks. When she came out her plusnet phone had been cut off. Her community alarm is linked to her phone line so it needed to be reconnected urgently. I phoned plusnet 3 times and was kept on hold for between 25 and 45 mins each time before I spoke to an advisor. It took 3 calls to finally get the phone reconnected. We thought everything was okay until 4 days later we tried the Internet and found it had been blocked. It took another 2 calls with long holds each time and after another 2 hours we finally got the Internet reconnected. This was apalling customer service to a 75 year old terminally ill woman. Plusnet you should be ashamed!!
- Location
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- Location
- Houghton Le Spring
- Reviewing
- Plusnet
- Date
- 2019-12-31
- Comments
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Dont use plusnet there broadband is very poor, ive had nothing but trouble with then since i took out broadband with them , i was with BT years ago and was placed on an 18month contract by a lad standing in the metro cente offering a free upgrade to existing customers, any way i asked plusnet if they were the same company as BT and told Know , it was a lie. if i new that i would never have gone with them.
- Location
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- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2016-10-22
- Comments
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The worst broadband I have ever used. poor service, I pay for up to 16.5mbs, I get 2mbs, my upload speed is 0.20kbs and my ping is 199.4. it cuts in and out. it is really really slow. just loading google takes forever. I have talked to them on the phone and on live chat, and they say there is no problem. and that is the speed I pay for. but the thing is 3 weeks ago I was getting 16mb on this speed checker, so how can it drop so much, to the point you can not view youtube, check bank balances, and stuff like that. they have a moto, plusnet we do you proud, I have another one, plus net, we don't deliver. my mum has the same problem at her house, and she is 8 miles from me, and my dad who lives in Doncaster warned me before I even took the contract. and silly me went for the contract for the £50 cash back. I was better staying with fuel, who were always good to us. I think this is the worst internet service provider we have ever had and we have probably tried most of them.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2020-04-17
- Comments
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When changing to fibre broadband Plusnet messed up my connection and left me without any internet for nearly a month. They did not listen to what the engineers were telling them and so I had to finally cancel my service. They promised me a refund of the line rental I had paid up front then reneged on this. They promised me compensation for the lack of service and additional costs I incurred as a result of having no broadband and also reneged on that. It doesn’t appear to me that they can be trusted at all.
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2020-12-23
- Comments
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Terrible WiFi no one has the right to have WiFi that bad they keep asking us to change channels and frequency and stuff like that but it did not work the pc can’t even pickup it other devices do pick it up but it’s still super slow so slow it’s almost false advertising they say they have good WiFi but they clearly don’t so don’t get tricked like I did and I hope we get to cancel the contract too. Plusnet, we do our worst
- Location
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- Location
- Welwyn Garden City
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
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Very slow broadband speed, very over priced, managed to leave after having to stay with them for 3 years on a contract so we didn't have to pay a leaving contract fee, then get a notice saying that we still owe them £83.31. Still trying to get through to them to investigate why this has happened. WORSE BROADBAND COMPANY EVER! DON'T USE THEM!!!!
- Location
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- Location
- Seaham
- Reviewing
- Plusnet
- Date
- 2021-07-26
- Comments
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Didn't even get to join Plusnet and they're already the worst company I've dealt with.
Setting up broadband, agreed and confirmed an appointment for installation. Three days later they email to say they've delayed the installation by seven days and changed the time. To a time I can't do, and a date that's hugely inconvenient. When I contact them to arrange based upon a sensible time slot, the one agreed in the first instance, they advise its an extra three day delay.
Obviously I've cancelled my order because that's ridiculous. Now, arranging through others, it's still added 4 days to the installation date due to a delayed order. Something which wouldn't have happened had I not gone with plusnet initially.
Comical and embarrassing for an organisation that extols the virtues of its customer service on TV and radio repeatedly. Maybe instead spend the advertising money on providing the service you promise.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-10-31
- Comments
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I have been waiting around a month for plusnet to get my broadband up and running. I have spend around 4 hours in total sitting on hold and have still not managed to speak to anyone capable of setting up a router- which doesn’t bode well for a broadband company. Currently sat in a 30 minute queue to cancel my account.
- Location
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- Location
- Rotherham
- Reviewing
- Plusnet
- Date
- 2015-07-02
- Comments
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Until now I thought AOL was the worst broadband supplier but Plusnet beats them hands down.
Joined Plusnet in January 2015 and had nothing but problems noisy phone line and broadband connection problems, customer service is none existent, staff are argumentative and rude and tell you any old lies, the truth is Plusnet are rubbish and they known this for a fact, they will fob you off and try to make extra charges for reporting faults, I have caught them out lying so many time I have lost count, I cannot wait until my contract is up, I have already made two complaint to Ofcom and will be making a third today.
I advice to any one thinking of joining Plusnet is don’t and avoid Plusnet like the plague they will leave you in a world of anguish and woe.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2021-02-20
- Comments
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Ordered and paid for fibre Broadband January 12th 2021, after complaints due to be connected March 3rd. 2021 Currently with John Lewis which is Plusnet managed and delivered. Totally unacceptable and incompetent management. Avoid at all costs.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2019-01-12
- Comments
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Overjoyed to be getting virgin instead of plusnet on monday. Shocking. Most of the i was getting 2mbps and i couldnt get anything better because i was told they dont do a better package in my area and was stuck in a year contract with them. The bill suddenly shot up to £30 from 25 without warning too !. £30 for 2mps.. do one plusnet !!
- Location
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- Location
- Rotherham
- Reviewing
- Plusnet
- Date
- 2015-09-09
- Comments
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Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.
- Location
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- Location
- north east
- Reviewing
- Plusnet
- Date
- 2016-07-09
- Comments
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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
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2020-10-03
- Comments
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Like other reviews here, I have been a long standing customer of Force9 then Plusnet, but loyalty seems to mean nothing at all to them. I reported a fault 2 weeks ago. Carried out the checks they requested and since then, nothing from them at all. Fault is getting worse by the day, connected for a minute then disconnected for 10. Now I have no dial tone and rather than be bothered to fix the broadband fault they have just capped my speed at 1Mb. Zero communication. Totally unacceptable. Used to be a great company but since BT took control they have steadily gone downhill right to the bottom. Other providers offer cheaper deals now anyway.
- Location
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- Location
- Coventry
- Reviewing
- Plusnet
- Date
- 2018-06-01
- Comments
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Constant problems with dipping connection & speeds. Customer service poor -- long wait times, don't follow through with solutions offered. WORST VALUE FOR MONEY for existing customers. Customer for 5 years paying nearly double compared to what new customers pay & compared to most of their competitors. LOYALTY TO PLUSNET IS AN EXPENSIVE CHOICE. Could've had Zen Internet for the same price who by all accounts deliver on speed & customer service.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-07-14
- Comments
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Appalling customer service. It's impossible to get to speak to anybody who can deal with your issue - unless they're trying to get a payment out of you even if it's a payment you don't owe. I cancelled my account with these people because I was getting incredibly bad broadband connection and I couldn't get hold of anybody out of hours and even during hours I would hang on the phone for up to 45 minutes waiting to speak to an "expert" who didn't seem to be able to resolve my issue. Since then I have had numerous emails, text messages and letters saying there's an overdue balance on my account (the one I cancelled) and if I didn't pay up they'd be sending in the debt collectors. Apparently the easiest way to resolve the issue is to call a number which, of course, they always answer straight away, and pay so they can reactivate the account - the one I cancelled and don't want reactivated. Every time I reply to an email I get an email back telling me that email account isn't monitored. Every time I speak to someone they don't seem to be able to deal with the problem although they fully admit I cancelled the account and can even tell me the date when I cancelled it. Now apparently I owe a "cessation" charge on a contract I don't and didn't have. This is harassment and abuse and is causing me a lot of unnecessary stress. I never ever want to be involved with these people again. The stupid thing is, all this is apparently over a payment of just £1. Where on earth does that come from?!! My fear is that if I just pay the £1 they'll reactivate the account I don't want and then I'll be getting threatening emails, tests and letters telling me I owe a lot more than £1. It's extortion, nothing more and nothing less. My hope in posting this review is twofold - in the first instance I hope it stops anybody else signing for broadband with these hideous people, and secondly maybe somebody who can actually do something will pick this up and sort it out for once and for all and save my shattered nerves.
- Location
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- Location
- St Helens
- Reviewing
- Plusnet
- Date
- 2018-07-26
- Comments
-
Absolutely dismal. Really slow internet. It struggles to load twitter images! Catch up TV programmes break down. Internet streaming dismal. Really bad. Locked into a contract for another 15 months of this. What a disaster.All I want is the internet. Steer clear!!!
- Location
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- Location
- NORFOLK
- Reviewing
- Plusnet
- Date
- 2018-09-14
- Comments
-
Decided to change my broadband and phone provider and sadly did not research enough!! BEWARE of the rubbish they put out there. Connecting to the internet has been a nightmare, having to keep switching on and off to get any, the speed is snail pace and to top it all I had an email saying I had to top up my calls for my landline as I was up to my limit!!! What limit, I was not informed of this added expense and now find that I am paying £20 more per bill than I was previously, SAVING Oh YEAH!!! all the hype and adverts is a load of rubbish and I have been truly caught out. If I didn't 'top up' I would be charged more on top!! Hooked into a 12 month contract that I can't get out of without further expense. I am thoroughly disgusted with this company and how they operate and will be telling family and friends to avoid like the plague! BEWARE landline and broadband so called deals - RUBBISH.
- Location
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- Location
- Waltham Abbey
- Reviewing
- Plusnet
- Date
- 2018-11-06
- Comments
-
If I could give zero stars I would. A scam outfit. I paid for a service I didn't receive and had to pay to leave the contract. A bunch of thieves and shysters.
- Location
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- Location
- Southwest
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
-
For anyone old enough to remember BT as the only provider, plusnet are owned by BT.
For my sins I had my calls and phone line with a provider bought out by plusnet.
If you enjoy 15-60 mins wait for a response from a script reading person incapable of anything more than spouting indifference or lies- join plusnet.
I'm prepared to pay £30 a year more for real service from Zen how provide decent service.
My faulty line open reach bodged a damaged cable back in and has failed in 30 days will be moving to Zen where they can deal with open reach who don't turn up for appointments and whose engineers can't use a mobile phone to tell you they won't be coming.
Only way BT group will change is if it is starved of income as people bail to better service elsewhere.
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2018-02-22
- Comments
-
If it was possible to give zero stars I would. Was guaranteed 20 mb/s but in reality only get a maximum of 10 mb/s. The router they sent us is also faulty and turns off at random points during the day or currently drops by a crazy amount of ping. AVOID AT ALL COSTS.
- Location
-
- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2014-04-28
- Comments
-
Plus net are the worse broadband company I have ever dealt with. I wouldn't recommend them to anyone. We moved house and ordered the service on 10th April. On 18th April nothing had happened, contacts plusnet who said the direct debit hadn't been set up but they hadn't bothered to let us know that. Paid for package on 18th it's now the 28th and still no broadband connection. Absolute rubbish
- 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.