3,747 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-06
- Comments
-
06 October 2016 - Time: 09:52
Time on hold: currently 26 mins .... Will update when I submit again....
Brand new home, brand new lines, brand new equipment etc etc
What can I add to what has already been scribed below? Nothing really except for DO NOT TOUCH THIS COMPANY, please please please do not touch this company!
I would rather you have one less coffee a week, or one less treat so as to afford a better service else where!
It is true in the most famous of quotes.. 'You get what you pay for'.
Please please please do not sign with this company!
Time on hold.... Currently 32 mins and waiting .....currently using 4G to access the Internet!
Do Not sign a contract with these people!
Sadly there are no minus stars!
- Location
-
- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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Something has changed at Plusnet. When we joined some years ago, it was a byword for service quality. Speeds were good, prices low and handling of problems exemplary.
Not any more. Recently speeds have slowed and slwoed and at last became snails pace. When we contacted Plusnet, they were long waits to get attention and when we did, the guys semed utterlu uninterested in fixing the problem, suggetsing I do various tests including buying another router myself! There was no suggestion what they would do to help or when.
In desperation I have moved to Zen, costs more but they have a good reputation plu I am paying for fibre because sick of the blame game whereby Plusnet pointed the finger at BT the whole time
I think Plusnet found service qaulity too expensive and decided cynically to increase margins by lowering quality. Dont go there - pay a bit more and go elsewhere!
- Location
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- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2016-03-15
- Comments
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Absolutely useless, customer service is a joke, wait for them to eventually answer the telephone after being forced to listen to a terrible racket for 20 minutes or more. I still had no modem after a month, eventually cancelled with them, my advice is to avoid completely. I cannot comment on broadband speeds etc as I was never able to use it!!
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2016-04-21
- Comments
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3 times since November my phone has gone off and my broadband below 1mg, I am disgusted with this, it happened a couple of time before last November too, no joy from rude customer service people. I am going to change supplier to one that can deliver the service they are taking the money for, HOW YOU ARE GETTING AWAY WITH THIS PLUSNET I REALLY DON'T KNOW. YOU DIDN'T DO ME PROUD. What rubbish, avoid at all costs
- 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
- morley
- Reviewing
- Plusnet
- Date
- 2019-10-28
- Comments
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Avoid plusnet at all costs there fibre is useless. Down load speed should be 38mb but lucky if get 24mb on a good day
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2022-04-25
- Comments
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I cannot believe that I changed from BT to Plusnet!
Do not believe any of the things they say on their website about how good their service is. I have joined Plusnet back in November 2021, since day one we have had problems. Everyday we would lose internet for about 15 minutes up to 5 times a day (mostly during working hours). We have asked a few times to fix it, each time they either said oh let us update your router, or sent an engineer. After the problem not being resolved I asked them to cancel my contract and eliminate the termination fee, however they are refusing to do so. they say each time you have reported a problem, we look at it as a new fault and we have 30 days to fix it, but each case is only open for 14 days, meaning if on the 15th day we have the same problem again, they oncemore have 30 days to fix the problem. This is company is a joke. I don’t even know why they are allowed to still run their business. Today they were supposed to send an engineer again. I took a day of and only after the time that the engineer was supposed to be here they called to say he can’t come! STAY AWAY FROM THIS COMPANY!!!!!
- Location
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- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2015-01-09
- Comments
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We changed from regular plusnet to plusnet fibre unlimited only to find that plusnet traffic management policy means we are restricted to 2mb download in evenings or often no internet. After midnight it download jumps to 35mb's but so what at that time of night. Its such a waste of time and money.
Basically we have no internet to speak of and its an 18 month contract. Complete and utter rip off, unless you're in all day or an insomniac. Never again.
I just wish we had known that plusnet do peak time throttle like this but it gets us out of an evening if we have to find internet somewhere else, cafes, libraries etc.
- Location
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- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2015-07-02
- Comments
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absolutely disgusting, we have been waiting since October to get connected it is now July and we have been paying them since October, they keep saying update next month think they are just messing us about taking our money
- Location
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- Location
- near Sheffield
- Reviewing
- Plusnet
- Date
- 2015-08-14
- Comments
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Dreadful service. The only way of contacting them is by phone. I waited nearly an hour yesterday to report the fact that for a second time the engineer hadn't turned to to set up fibre broadband.
The online help desk are unable to do a single thing in such circumstances.
The order had been lost again. So i'm still waiting. No idea when it will happen.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2020-04-22
- Comments
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steaming pile of ****, reconnected my Xbox 6 times today, constantly resetting my settings, my new Xbox will be on last legs before I know it if this carries on, cheers plusnet
- Location
-
- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2017-05-14
- Comments
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I applied and took out two mobile numbers from this company. I just checked my latest Experian report and they have left 10 hard searches on my file.
They don't want to know and told me to take it up with the credit reference agency.
Hence to say, mobile numbers cancelled and will stay away from this company.
- Location
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- Location
- Margate
- Reviewing
- Plusnet
- Date
- 2018-07-22
- Comments
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I put down a star but i'd lewve it blanc if it was an option.
I've called plusnet 150 times in the last 4 weeks. I've recently moved house and we were told it takes 2 weeks for a home move, 2 weeks later i was told that they tried to contact me about an enginneer coming around but couldn't get through to me. They ask for contact details they never use to contact their customers and the worse thing about it is they ask you to confirm those details for security reasons when you call them. None of them seem to know how to do their job or tell a customer the truth. They feed uou lies and wait for you to call back and find out its not true. It usually takes alot for me to posy a review. I've had to talk to a countless amount of idiots in that team before going through with this. PLEASE IF YOU HAPPEN TO BE LUCKY ENOUGH TO SEE THIS BEFORE JOINING THE COMPANY THEN DO NOT JOIN BECAUSE YOU'RE INTERNET WILL BE CRAP HALF THE TIME AND YOU'LL BE BETTER OFF TRYING TO FIGURE HOW TO SET IT UP YOURSELF THAN TO TALK TO THEM. Thsy have absolutely no idea what they are doing. The 2 weeks set up will easily turn into 4 or 5 weeks because they prioritise getting new customers alot more than looking after their own but if you go ahead. DONT SAY I DIDNT WARN YOU
- Location
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- Location
- Leigh, Lancashire
- Reviewing
- Plusnet
- Date
- 2014-08-12
- Comments
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My parents had a problem with download speed when they upgraded from one plusnet package to another, instead of 6Mb they get 0.2Mb download. I have been an e-commerce software developer for over 20 years and even I was put off by their veiled threats of charges when I tried to raise a problem record, none the less I provided all the details Plusnet needed including the diagnostics from BT, and installing a spare router and a new line filter and testing on many different occasions, and now they wash their hands ... to quote "Since we are not the landline provider, we cannot specifically test to pinpoint the fault or report it to Openreach, only perform a broad test that will return with a fault or not. Please speak to your landline provider in order to raise this fault."! So they expect my parents who are over 70 and all the other people out there who may not be quite as savvy to try to deal with BT directly. Very disappointing, thank goodness for CISAS.
- Location
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- Location
- Lancs
- Reviewing
- Plusnet
- Date
- 2015-07-02
- Comments
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Absolutely the worst customer service, broadband speed and reliability I have ever encountered. Avoid them like the plague!
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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Joined years ago, back then they were market leader for customer satisfaction. But has gone to Hell in last year, must be the finance guys cutting costs to increase margins. Speeds slowed and slowed, now snails pace. You log the issues, they give you spiel about how maybe its this or that or the other problem but they DO NOTHING except 'raise tickets' ie push paper around. Desperate, I go to neighbours to get broadband! But Im PAYING plusnet to fool around! Now signed up to Zen, cant wait to be shot of Plusnet
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-02-28
- Comments
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Broadband is irregular, cutting out every few minutes.
Even after finishing the contract they want nearly 30 pounds extra for leaving their service. Very unhappy.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-06-17
- Comments
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Wow, probably the worse company I have ever dealt with. The perception is all great, they have great marketing skills and brand perception...BUT yes a BIG BUT...they are rubbish. DONT WASTE YOUR TIME with Plusnet,
Reason:
1. 18 month contract: in there contract it states that if there is any probelms these will be retified within 30 days. However its falsh advertisement of;
a. Broadband connection is so poor, it goes on and off when it wants to
b. So I upgraded to Fibre £34,99 for exactly the same thing.
c. They got an enginneer out, improved for 1 day after 5 days of no internet
d. Was on the phone to them every week, they just pass you around like parcel parcel, yes parcel parcel
e. there customer service is like a washing machine g. f. they dont want you to leave, if you say its false advertisement they go on about there 30 day policy blah blah.
g. then pass you around customer service again like parcel parcel
In the end they sent me a letter saying I owe them £148.00. But do you know what, I would rather pay them then still be with them. I am now happy with SKY best Fibre you can get never had one probelm, not 1. So Hip Hip Horray to SKY and please do not waste you time with Plusnet. Google the best line is defo SKY, and SKY own BT btw.
Hopefully can help as many people out to not waste there precious time. Got with SKY or BT. Forget Plusnet
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2019-06-28
- Comments
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They hide the upload speeds from customers and are really careful not to mention it when you sign up. That's because it's 0.5 mbps!
Half a meg ffs. What use is that to anybody? Absolutely painful. Takes takes upto 5 minutes to upload 1 photo, and download speeds drop to a similar while things are uploading so if you want to upload anything at all your computer is virtually out of action while doing so. Useless. Totally utterly useless.
- Location
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- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2017-07-28
- Comments
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Have been with plusnet for years now and the service has gone right down hill. Over the last 2 years I have been lied to repeatedly by customer service advisors which has resulted in being charged more for a shoddy service. I could go into details but just don't bother with them save yourself time, effort, stress, money and phone credit. AVOID AT ALL COSTS.
- Location
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- Location
- northumberland
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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This company takes poor customer service to a brand new level. They have had me messing about for 3 days spending HOURS on hold and all to arrange for a simple £20 transaction. I urge everyone to take the negative reviews here with maximum seriousness. This company is seriously under resourced and lacking in courtesy. Oh and being forced to listen to the Human League over and over and over again? It warrants a special paragraph in the Geneva convention.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-04-21
- Comments
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Ordered and paid for my broadband and internet at a overall cost of over £80 on 3 April, and after multiple issues, been given the wrong information about whether to be at the property or not for phoneline testing, rescheduling as a result and duplication of orders by PlusNet, I still don't have internet for at least the next 3-5 working days!!!We are now on 21/04/2016 and by the time my line will be working (hopefully) it will be longer than 3 weeks. Terrible customer experience, terrible answers and shifting of blame to BT without an adequate response or solution, not getting back to you without having to contact them first. Also, every time you call you end up waiting for consultants, sometimes up to 15-20min.
Rather avoid and go somewhere else unless you are extremely patient and don't care for having internet anytime soon.
So frustrated with the terrible service I have received so far, and to top it all off PlusNet has advised that they can't even cancel the order until they have completed it.
- 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
- Norfolk
- Reviewing
- Plusnet
- Date
- 2016-11-27
- Comments
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They summed it up themselves on my 47th complaint during my 2 year contract,
I said you must be the worst company out there the guy said NO WERE NOT B.T. ARE WORSE. Awful if it was free i would still run a mile.
- Location
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- Location
- Northwich
- Reviewing
- Plusnet
- Date
- 2020-07-19
- Comments
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Always look at recent reviews. Date of review 19/07/20.
I was with plusnet for a couple of years about 5 years ago. They were up to their usual tricks of purposely overcharging on their bills. But I could get through to customer services and every time they did issue a refund (3 times in 2 years). This was pretty poor but at least the broadband worked and the customer service was acceptable.
Tried to switch to them last week and my goodness are they in a pickle right now (possibly due to covid?). Attempted to switch online. 2 weeks later when the switch was due we had not been sent the router, had not had any communication at all and the switch did not take place. Called up and I was on hold for over an hour (genuinely!), and was given some bs about how openreach had messed up and that it would need to start the process again. Well I wasn’t silly enough to stick around with this fiasco, so I told them no thanks and to cancel the switch. And what was particularly strange was that the man on the phone seemed pleased for me to say I was off. Like as if the management has been so bad and the poor man felt guilty about how badly the customers were being treated so he more than happy to process my refund straight away. His tone of voice changed as if some joy came to his life from it!
Anyone reading close to the date now: management are in a right mess. Staff and customers are being treated extremely poorly. Stay away from at all costs. If you are currently with plusnet please be nice to the staff as they are probably victimised as much as you. God bless.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-02-28
- Comments
-
Stay Away from this Company!!
Unfortunately I have joined this company since October 2017 and Since then I don't have WIFI. I have tried more than 15 times to contact the company but the waiting times was killing me(waiting time around 20-30 minutes in the best cases)so during these three months I was Paying for no Service, Finally I succeed to get in touch with the customer service which doesn't know anything about customer service actually,
I have spoke to three of them member staff whom they were absolutely rude by all meaning of word not helpful and didn't try to solve the problem. they are not honest as well and denied to have any engineers in the company and when i insist to send me one, the told me will be extra charge of £65.00.I refused that as it's them obligation to solve the problem without any extra payment.they are completely not professional.
Now the problem with WIFI still exist and no one care to help me, they just taking your money.
if was possible to rate this company (0) or even minus I will do so as it's the worse company I ever had in UK.
useful advice stay away from this company,Finally they should call it PLUS SHI... NOT PLUS NET
- Location
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- Location
- Farnborough
- Reviewing
- Plusnet
- Date
- 2021-02-01
- Comments
-
I have Plastnet contract last year ends of 4th of January, middle of December I decided do not renew my contract, next day Plustnet send me email about good deal if I renew my contract,I did call them and I was happy with the offer and I sign in new contract,it was told me that from 4th of January I have to do nothing my broadband connection will stay the same and I my new contact is going . Week after Plastnet send me a letter"sorry you living" I was surprised, and I did call them and explain , so I have sing in new contract whay you send me the letter. They sent me for two more department because couldn't find my contract, finally got the contract and told me everything is going well.4th of January my broadband was switched off, I was angry what happened, again I called Plustnet and I said haven't got connection, they said I haven't got any contact,no any evidence about my contract, if I want stay with Plustnet I have to sign in new contract . I head enough and I asked again so I haven't got any contact with you, lady said no, so I said thank you for your services. Two weeks after I receive an email I have to pay£150 cancellation fee,I called them again and explain everything again..My case is still going . Plastnet is worsted broadband company with I have. DO NOT RECOMMEND AVOID PLASTNET !!!
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2018-11-28
- Comments
-
I cannot recommend this company in anyway shape or form, the speed although supposedly averaged at 11 Mbps, mine when it wasn't offline was 3.9 Mbps. Trying to get through to seek help/advice was pointless as the waiting time was at the minimum of 35 minutes. Having decided to go with another provider and because of the vagueness of the transfer date, then I am being charged an early leaving fee because I am leaving 20 days early although I am paid up to the end of my contract. Absolutely disgusted with this provider.
- Location
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- Location
- eastbourne
- Reviewing
- Plusnet
- Date
- 2015-07-25
- Comments
-
Many talks re. internet dropping --sometimes 6+ times a day --never resolved---they just want to send someone out for a hefty fee.Can't wait to leave them
- Location
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- Location
- Farnham
- Reviewing
- Plusnet
- Date
- 2019-01-12
- Comments
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I have been sign up with broadband through Martin money website and paid for 12 month in advance. I haven't received confirmation for the order. I have spoken to customer service and they are not able to trace order and they are moving my call like shuttlecock between sales team, customer support and ordering team. I have given 8 calls in 2 days with waiting time not less than 30 minutes.
Pl. beware of customer service support.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2021-05-12
- Comments
-
Do not touch Plusnet with a barge pole. They just cut off my internet at no notice. In the end it was cut off for 2 days. I, like many others was working from home during the pandemic and had no warning and anytime I called Plusnet they couldn’t rectify the issue and couldn’t tell me how long the internet would be off for. When I complained (many times) about my 2 days of missed work they eventually offered £2.22 in compensation! What an insult! They then basically told me to shove it and take my complaint to the ombudsman if I wasn’t happy. I would warn anyone against them unless of course you’re happy to pay a lot of money to have your internet cut off for days on end at no notice.
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2019-06-17
- Comments
-
Absolutely rubbish product with extremely poor customer service with stroppy staff. Changed from EE circa six months ago purely for commercial reasons. Service has never managed to achieve the stated speeds. Spoke to no customer service frequently only to be told to make minor changes and wait two weeks for no change. Please save yourself from frustration and pick another provider!
- Location
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- Location
- Leeming bar
- Reviewing
- Plusnet
- Date
- 2021-07-06
- Comments
-
Ever since changing over to plusnet my data usage has gone up. It disconnects randomly, even sat in the same room majority of the time my phone can’t connect. I might aswell not have a broadband! Would not recommend
- Location
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- Location
- Bilston
- Reviewing
- Plusnet
- Date
- 2016-07-24
- Comments
-
Absolute disgrace the broadband is non existent the customer service is just as bad, all they want to do is get rid of you. The service was so bad that after only 8 months of using them we got rid, at a cost of course!!! If you contact and say how bad your service is, all they will do is try to get you to take fibre broadband at a higher cost and starting another 18 month contract. I told them NO, am now gonna try Virgin, better deal, more options AND cheaper than their fibre broadband. My advise....... AVOID PLUSNET AT ALL COSTS.
If it looks cheap then there gonna be a catch..... And there was....
- Location
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- Location
- Wimbourne
- Reviewing
- Plusnet
- Date
- 2013-08-29
- Comments
-
Dreadful service worst 12 months contract I have ever had. Invariably could only get the half the minimum advertised rate - less than 0.5 mb/sec. Despites numerous complaints and commissioning my own telecom engineer to pin point the problem for Plusnet. It was easier for them to constantly ignore the problem. Thank goodness I’m at the end of the contract and have signed up with another provider – can’t be any worse and hopefully they will take customer service seriously.
Finally I have sought out a review site to at least make other think twice about what to expect from Plusnet.
- Location
-
- Location
- Hackney
- Reviewing
- Plusnet
- Date
- 2015-07-03
- Comments
-
Don't ever get plus net, completely trash, seriously. ending my contract asap,
The connection plays up so often, i'm more supprised if it runs smoothly.
- Location
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- Location
- Wilberfoss, YORK
- Reviewing
- Plusnet
- Date
- 2019-10-02
- Comments
-
Service is very poor. Lower than guaranteed speeds day after day. My landline no longer works. CS never return calls or emails. My case is currently with the Ombudsman....Do elsewhere for good Broadband
- Location
-
- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-11-22
- Comments
-
It’s a shame I have to give a star.
On ‘fibre’ my download speed is 2.35 and upload 1.56. Substantially more rubbish than sky non fibre.
Obviously you can’t speak with anyone and they do not respond to emails. Utterly appalling company.
Trading standards here I come.
- Location
-
- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2020-05-19
- Comments
-
Left Without Internet for Over 3 Months Due To Plusnet Incompetence! Plusnet were due install internet at my new address. On 13th March we received an email confirming that the service would be setup up and specified the correct address they had been given. They requested that the installation would take place on the 30th March with Openreach.
Following this I received an email stating that on 28th March stating that they would have to delay the installation until 9th April. We called them on 9th of April after having received no internet. Then we had a visit from our next door neighbour asking why their internet and phone line had been cut off and transferred to Plusnet. They then showed us a letter that was sent to their address not ours from Plusnet stating that the internet was due to be installed at their address instead of ours. Clearly Plusnet mixed up the address and cause this whole problem (despite trying to blame Openreach).
BT corrected the issue for my neighbours and Plusnet stated that our internet would be reinstalled to the right address within 7 days.
On 17th April Plusnet sent an email saying we would have to wait until June 2020. Following this, on the 28th April Plusnet have confirmed that we will have to wait until 23th June. Now on the 7th May Plusnet sent us an email about referring any complaints to the Ombudsman service.
All of this trouble and inconvenience has been caused by Plusnet's incompetence. The following lies and deceit and their reluctance to rectify the situation or help us in any way have only made it worse. To add insult to injury they repeatedly tried to charge us for internet service they we not providing during this time.
Repeated promises have been made and then not fulfilled. We haven't been offered any reimbursement for the expense of using mobile internet and huge inconvenience this has caused. Incidentally the 3G/4G signal and phone signal in my rural area is extremely poor so often we struggle to get signal or a working connection. We asked for a 4G hub but Plusnet declined to do this or anything else for that matter. In essence they seem to be saying you must complain to the Obudsman because unless you do we are not going to do anything to help you. This must be the worst customer service experience i've ever encounted with any company.
- Location
-
- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2023-12-22
- Comments
-
Ordered Plusnet broadband earlier today to go live on the 9th, which is the date we move into the property. Received comms this evening confirming activation on the 10th, so I phoned immediately to say it needed to be the 9th and I advised by an adversarial agent that that my request to go live on the 9th, which I repeated to him several times, was correctly interpreted as requesting an activation date of the 10th. When I said, make broadband go live on the 9th he said it would delay activation by 4 days, and given his tone of voice it was clear he was just being difficult! Just rubbish, will shop around for another provider and cancel the Plusnet installation.
- 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.