3,751 Customer Reviews over 94 pages
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- Location
- Halifax
- Reviewing
- Plusnet
- Date
- 2016-05-26
- Comments
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AVOID - hidden charges !!!
Speeds very low at peak time but to be charged £30 for a disconnection fee when I'm not in contract is a joke. It's hidden away in your terms & conditions. Avoid at all costs !!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-25
- Comments
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I Moved from Talk Talk to plusnet 5 months ago after reading MSE review. Weekdays I use it in the evening for an hour or so and on weekend bit more. We do not use telephone line instead our mobile. Since 4.5 months I had very slow speed internet or sometime not at all. I must have complained about 6 times and proved it by sending the screen dump of speed test screen showing 0.8mb/s to 2mb/s. They do not understand my frustration instead they will give you loads of excuses and ask you to carry out the routine test which does nothing. When I asked for cancellation they said I have to pay the penalty plus will loose my rental payment paid in advance. Honestly, I now wish I'd stayed with Talk Talk though they were bit dearer. I think that says it all. Keep away from these people.
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2016-05-25
- Comments
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Word of warning never use PlusNet broadband. Absolutely disgusted to be told that they want £200 to cancel my account because of a house move even though I've been a customer for years. Be warned.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2016-05-25
- Comments
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Rubbish fibre service and customer care. Switched to them from Sky who were giving me 37-38 mb download speed with 9.8mb upload speed. Plus net giving me 19mb download and 1.9mb upload speed. Complained after the ten day line settling period and told it would be sorted with 72 hours. After 3 days still not sorted so complained again. I was told they had by MISTAKE had set my speed to the slowing adsl speed of 21mb and not the 40mb Fibre. Told it was now fixed and need to go through another 10 day settling period. Low and behold 4 days into this get told they haven't fixed the fault after all and they were not going to bother as I had decided to cancel and switch to another company. Now say they are going to charge me over £200 because I have decided to leave. I explained this is because they continually lied to me and have a rubbish service. They just don't care. I also don't appreciate being called mate by a patronising engineer. They seem to rely on customers not being computer savvy and checking their service.
- Location
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- Location
- winslow
- Reviewing
- Plusnet
- Date
- 2016-05-24
- Comments
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I cant understand the hate on this review page. Is this a conspiracy?
I've been with them 8 years at 4 addresses and am very happy.
OK customer service takes a bit long to answer nowadays, but have you tried speaking to a human in BT or, God forbid, Talk Talk
I've had a stable connection for weeks not at 70Mb on my fibre in a village.
Realistically, the internet backbone is provided by BT wholesale anyway, so Plusnet/Orange/Talk Talk are just reporting your issues to BT anyway.
Knocking Plusnet because of internet provided by BT is crazy.
Only issues ive had is a botched install by BT of my 3rd plusnet connection.
make no mistakes, thats not Plusnets fault
- 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
- Leeds, West Yorks
- Reviewing
- Plusnet
- Date
- 2016-05-22
- Comments
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They may be cheap but they are VERY unreliable. The actual broadband speed fluctuates wildly and is sometimes down to as low as 0.25 Mbs per second. Don't believe the hype and nonsense in their adverts. Also I have never spent less than 25 minutes waiting for their Customer Service team to answer when I call them.
- Location
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- Location
- Swanmore
- Reviewing
- Plusnet
- Date
- 2016-05-20
- Comments
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Speed(33mb) and reliability good. I have been trying to find out why my bill has climbed from around £35 per month to over £60 recently, despite the fact that I have unlimited access. I can't find this anywhere, only answers to questions I haven't asked. Today, can't even log on.
Most frustrating. How does plusnet claim to have excellent customer service? I have not seen it yet.
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-05-19
- Location
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- Location
- LOndon
- Reviewing
- Plusnet
- Date
- 2016-05-18
- Comments
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Worst broadband of all time and worst customer service. If you have a problem with your connections you have to follow thousands of advanced steps before you can arrange a visit of their technical team, which is going to be placed after weeks. Not stable internet connection, not even safe. Hardly can watch a movie with 340p quality. I definitely do not recommend. My next step is to change immediately internet provider.
- Location
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- Location
- oldham
- Reviewing
- Plusnet
- Date
- 2016-05-18
- Comments
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Moved to plusnet last month after MSE favourable review. Switched from TalkTalk who were charging £33 a month for a slow service, not that I was a frequent user. Frankly, I now wish I'd stayed with them. I think that says it all. Don't do it, unless broadband isn't needed.
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2016-05-18
- Comments
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I tried to join plusnet but they cannot even sort the line out so I have cancelled my order. second rate!!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-17
- Comments
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One of the worst experiences ever. Their customer service is awful. Very difficult to get an answer to questions put forward. Give scripted answers from my experience I would never use th again.
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-05-13
- Comments
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Terrible and the tv adverts are crassly stupid and endlessly boring.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-05-13
- Comments
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Broadband speed is very inconsistent ,disconnet every 5 min for last a few months
The claimed UK customer service is very long wait making the customer to drop it after waiting for a long time in the line!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-12
- Comments
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I have been Plusnet customer for 11 months now and their broadband speed is unacceptably slow. Their customer service is OK but they often do not or cannot solve the slow broadband problem. Stay away from Plusnet broadband, the speed is constantly slow, way below what is advertised, there are also periods of complete outage and starts and stops. They may be one of the cheapest but you will not be getting value for your money.
- Location
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- Location
- Brixton
- Reviewing
- Plusnet
- Date
- 2016-05-11
- Comments
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Their website said we could get 80 MBPS broadband. After we signed up, they said we could only get DSL. But they said it would be 10-19 MBPS. It's actually less than 2 MBPS. They are liars. Don't trust their website, they will say whatever it takes to get your business.
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2016-05-11
- Comments
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Joined recently and regret every doing so. . The signal is weak and keeps dropping. The customer service is an oxymoron ( I've never waited less than 40 minutes to get through) and their 'advisers' are rude and unhelpful. I've never once been able to contact their on line suport.Utterly awful.
- Location
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- Location
- N.Somerset
- Reviewing
- Plusnet
- Date
- 2016-05-10
- Comments
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Switched over from BT ten months ago after repeatedly being on the receiving end of abysmal customer service. Started off fantastic, lots of communication about connection, router delivery, billing.and account info. Connected phone and Internet when they promised too. Speed was a bit slow to start with and then warmed up. Within a few weeks there were problems with BTs line and our Internet went down for maintenance. This happened a few times over a few weeks and never really improved. Speed is mediocre at best and drops continually. As a mum to little ones I can confirm reliability is absolutely shocking around the clock (even when I would assume most of the country is asleep!) Web browsing interrupted frequently during the day and We regularly have problems watching catch up TV, bb isn't fit for purpose. Called to complain, you have to jump through hoops to be taken seriously with long list of self checks and fixes to perform including removing parts of the socket and changing the channel /frequency on router. Even customer service guy said the router want amazing, but ultimately blamed slow speed and reliability issues on too many people nearby with wifi on same channel! Gave up after that! Positives are price, UK call centre that doesn't continually transfer you, ease of getting through online and account management. That said, perhaps not unsurprisingly, we will not be renewing!
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-05-10
- Comments
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Pretty crap. Quite slow. Very long waiting times for pretty much useless customer service. They're all package and very little substance but I don't know if they're much worse than their competitors to be honest.
- Location
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- Location
- St helens
- Reviewing
- Plusnet
- Date
- 2016-05-09
- Comments
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The worst broadband service I've ever had in my life (and I've been with a good few providers) Fiber speeds of 6mbps, Customer service waiting times 15-30 minutes, once you actually get through to an adviser there's a further 15-20 minutes to be expected on hold. Advisers tend not to write down customer comments and call you a liar when you quote something that one of them have told you. Stay clear of PlusNet - You'll regret it if you join!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-08
- Comments
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The WORST broadband i ever had, slow even when it worked and often even worse because it regularly broke on top of it. The ONLY good thing is it's fairly quick to get in touch with customer support ONLINE (mpfh. nice, huh? be prepared to wait a lot on the phone) but reporting any problem usually ends in a hot potato ping-pong between them and BT often taking days and weeks to resolve, or asking the customer to test and replace(!) the equipment provided by them.
Utterly useless bunch, AVOID.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-05-08
- Location
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- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2016-05-08
- Comments
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I was with plus net for a year had no problems so too a two year contract out with them last June what a joke all I have had is problems costumer service poor
Internet service poor cant get on the net phone up and its the same thing try this do this etc fed up now. they did tell me I have a fault there but they could not pin point it no fault on line but there is something that is causing interference with my broad band but they can`t find it what a joke.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-05-07
- Comments
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Always advocated for Plusnet being excellent and customer service and broadband was OK and reasonably priced. I switched suppliers so I could get fibre (through cable as I live too close to an exchange to get FTTP - rediculous I know!) They then cancelled the direct debit and began chasing for a payment which I was very confused about as they are the ones who cancelled it!
Got fed up of the threatening letters and calls over a meagre £14 (probably spent more hassling me for it!) so tried to call to pay and tried to pay online. Yet their site didn't work, nor did the phone number!
Got there in the end, you can tell that BT are starting to have their influence since the acquisition!
- Location
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- Location
- m9 manchester
- Reviewing
- Plusnet
- Date
- 2016-05-07
- Location
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- Location
- North East
- Reviewing
- Plusnet
- Date
- 2016-05-06
- Comments
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Rude customer service, poor broadband connections and very expensive. I was a customer for 1 year and have never experienced such rude and unhelpful customer services. Now switched to another provider. The plusnet adverts really made my blood boil as their service is complete opposite to what is advertised, they should be done for false advertising. Complete set of idiots, they dont even deserve 1 star ratings.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-05-06
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2016-05-06
- Comments
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Registered as Plusnet customer in March this year. Service excellent for first month, since then getting progressively worse. Service frequently drops out, pages do not load properly. Trying to arrange cousin's funeral so do not need stress. Quick check online about what may be cause revealed list of steps I need to take before they will even
send out an engineer. These steps way beyond my technical ability. There is even debate on their pages whether Openreach will do or do not permit you to open up the socket plate to check its performance. If you feel happy to do this? If so, Plusnet is for you. If not I suggest you pay more and go with a provider like Zen which does not require you to be your own telecoms engineer.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-05
- Comments
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Totally disastrous customer service. On average there is 30minute waiting time to call them. Connecting my internet was so painful, took 6 weeks and constant following up as they said they have connected it but they didn't and I needed to call them, again. The connection broke again within 6weeks. It took them over two weeks to fix is and again, they didn't check the job was done properly. I have enough of this company. Stay away if u can
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2016-05-05
- Comments
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I switched to Plusnet on 28th April after many years of shoddy service from TalkTalk. I have the fibre package and am so far very impressed. The router arrived on time and my service was activated on the date specified. I was expecting speed to be a bit slow for the first few days as they see what line can handle, but within an hour of going live I was getting 38 Mbps download speed. I have been over the moon with my wireless speeds as they were pitiful with TalkTalk (even though I had fibre with them), some days I wouldn't even get 1 Mbps download speed, but with Plusnet I've been consistently getting over 30 Mbps on WiFi with my phone and tablet, often it is 37 Mbps! I have had a fault with my phone occur today, no dial tone and can't make or receive calls, but I managed to speak to their technical support team on my mobile and they were very helpful and efficient, so hopefully it will be fixed soon. It is a breath of fresh air to speak to someone in the UK who doesn't sound like they are reading a script and has genuine concern for the customer. My only regret is not moving to Plusnet years ago.
- Location
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- Location
- Weston-super-mare
- Reviewing
- Plusnet
- Date
- 2016-05-03
- Comments
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Great so far just switched, they kept me up to date on the process, advised change over would be 4/05/2016 by the latest but up and running by 1500 on the 3/05/2016. Very happy
- Location
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- Location
- Bexleyheath
- Reviewing
- Plusnet
- Date
- 2016-05-03
- Comments
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I have recently stupidly renewed my contract for another year with Plusnet paying for the years line rental in advance. The speed has got worse since then. I am now down to about 1 Mbps and at times even lower so that no webpage will load never mind trying to load iplayer or download films. The tech staff keep telling that the problem is that my line cannot cope with higher speeds on the dsl line yet neighbours get much higher speeds on the same line! I used to get higher speeds when I lived in rural Devon. This company may seem cheap compared with others but you get a slow speed that you cannot do much with. Don't be fooled by the estimated speeds they tell you. After you ve paid they tell you the real speed and they don't guarantee any speed for WI FI!! Look elsewhere for a broadband provider.
- Location
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- Location
- Plymouth
- Reviewing
- Plusnet
- Date
- 2016-05-01
- Comments
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Whilst the people who eventually pick up the phone are pleasant and friendly, the actual broadband is execrable.
In fact, had it not been, I would have had no need of speaking to anyone in the first place.
I am currently getting speed of less than one Mbps, and that is with multiple and frequent drop-outs.
Sometimes, for a day or two, I get the full and as promised 8Mbps.
Then it falls off to nothing again.
I phone them, and they are nice and polite. Then nothing happens for quite a while. Then good service again.
For up to two days, then back to misery.
I have lodged official complaints, but all have been totally ignored.
They won't let me leave and I am at the end of my tether with them.
Please, please, if you are considering Plusnet, for the sake of your own sanity, DON'T!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-04-29
- Comments
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Been with Plusnet for a year & i had constant connection problems. Eventually after 2 months of phone calls & emails the connection dropouts were few & far between.The worst Wi-Fi signal i have had with any broadband companies routers.I have just switched to Virgin media Fibre & was charged £50 for discontinuing my phone line(blamed BT for this).
- Location
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- Location
- WINSFORD
- Reviewing
- Plusnet
- Date
- 2016-04-29
- Comments
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keep well away a bunch of total idiots,
told me they would take care of my change over to them,
they did not,
lost my home phone number which i had for 30 years lost my phone line then told me i would have to pay for the re-connection £49 for there mistake,
i am now with bt and very happy ,
be aware these are a bunch of tossers and wont admit to there mistakes.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-04-27
- Comments
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Plusnet Customer support is absolutely horrendous! I have had the same problem of line drop outs & poor line speed (as low as .26mbps) for nearly 5 months now. I am still no closer to getting this sorted. The support staff when you can speak to a human (usually after a 45 minute wait). Are at best indifferent, regularly patronising & occasionally rude. The fact that Plusnet sells itself on its customer service is a sick joke.
- Location
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- Location
- Irvinestown
- Reviewing
- Plusnet
- Date
- 2016-04-27
- Comments
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Total rubbish broadband keeps cutting
Out tried calling several times but they still can't fix it this company part of BT
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-04-26
- Comments
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I was very impressed with the service at first...but then my internet usage was spiking even when not in use so i unplugged router but every time I set it up again I kept being charged additional. The customer service department is radically understaffed and so is the technical. But not to bore you with the details and many phone calls later I cancelled. I originally refused to pay the extortionate fee but gave in eventually. They did confirm it was closed but i have a terrible feeling i am going to be hit with a further bill because they have the termination date as later than I even made the final payment so....I wouldn't ever return to their dire service. A typical case of a small successful company rising too fast and unable to cope and plan ahead.
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-04-26
- Comments
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Despite many bad reviews on plusnet I made the move 4 months ago because I thought nothing can be worse than BT who I spent over 30 hours on the phone to trying to get what I was paying for, plus 3 engineers in the house. BY actually cut off my phone line 3 days before the switch to plusnet and plusnet came to fix that instantly once I had figured out what was going on. The switch was really easy (and I get easily annoyed with stuff like that!) and we have had no problems with it at all. We are three fairly heavy users in the house, two teenagers gaming and one doing a lot of website work with a lot of uploads. With BT we used to have a definite throttle on weekends, especially Sundays and their latest router wouldn't reach as far as my office (in a tiny house) and I needed a wifi booster. Now all this is fine and we couldn't be happier - and we are paying less too!
- 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.