3,751 Customer Reviews over 94 pages
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- Location
- Wilberfoss, YORK
- Reviewing
- Plusnet
- Date
- 2019-10-02
- Comments
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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
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- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-11-22
- Comments
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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
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2020-05-19
- Comments
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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
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- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2023-12-22
- Comments
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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
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- Location
- Wetherden, Stowmarket
- Reviewing
- Plusnet
- Date
- 2018-06-01
- Comments
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Customer for 3 days. Speed less than 50% of the guaranteed minimum. Caller ID Paid for and in not happening so all calls are being refused. Router placed in the same place as its predecessors has so far proved weak and unable to power the Sonos system beyond a few metres. All in all a VERY disappointing start
- Location
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- Location
- westmids
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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plusnet is a ripoff as soon as you sign your contract you are doomed there costumer service do not give a dam and must all be trained on how to tell lies then when you do leave they send you a debt letter saying you owe hundred and something pounds SO CHECK AS MANY REVIEWS ABOUT PLUSNET AS YOU CAN
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-04-23
- Comments
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You guys offer a terrible service. The initial date has been moved back over 3 times. I was initially told it would live on the 23rd then moved to the 25th then the 26th. Then it was cancelled and now youre saying the earliest you can send out an engineer is 9/5. The guy i spoke to on the phone wouldnt forward me to the complaints team and insisted he would be the one to take the complaint. I wouldnt recommend anyone use your service.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-08-13
- Comments
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Having only recently opened an account with PlusNet, we found out we have to move house. We are being penalised for that fact - our choices were a £91 cancellation fee, a £60 engineer fee, or switching to a longer, more expensive contract. No end of problems when trying to switch to Plusnet in the first place - my order got cancelled about 4 times before it finally went through!! Now stuck with this useless company for a further 18 months. Also the hold music is absolutely TERRIBLE and makes the waiting experience even more stressful than it has to be, and no indication of where you are in the queue.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-09-04
- Comments
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Complete dog crap, they do this with every broadband but this one tops the chart.
When you order a new contract the internet is decent, with few minor problems. After half of the contract time passes connection drops every 30 minutes, ping (latency) is a constant issue. Overall complete dog crap can't say anything else. I would be more lenient on my review of I saw anyone in other locations saying it's good but that would be only people who barely use internet and don't know what good internet is and more than likely blame their devices for poor performance...
- Location
-
- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-11-24
- Comments
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I would not use this company they are just after your money no loyalty for having been a good customer for over five years ... Due to coved I had to cancel and they try and take 200 pax of me not taking account my situation and my customer record.... They don't care about anything but money
- Location
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- Location
- Angus, UK
- Reviewing
- Plusnet
- Date
- 2018-10-12
- Comments
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BT are pretty crap, but Plusnet take the prize. Withholding money, lack of delivery, poor performance. Customer service - don't make me laugh. What a bunch of clowns. Utterly chronic.
- Location
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- Location
- Rochdale
- Reviewing
- Plusnet
- Date
- 2019-07-29
- Comments
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Utterly awful!! WOULDN'TRECOMMEND TO ANYONE. I signed up with these lot told me it would take up to 2 weeks, 15 days later they tell me it actually takes up to 3 weeks to get connected so because of that and much more I cancelled with them and they told I would take 3-5 working days to get my refund . 5 days later no refund so I contacted just to get told some FALSE INFORMATION that it takes 5-10 working another few days later no refund so I decided to call them again and here comes the SHOCKER they can't refund me as they don't have my bank details BECAUSE (which had I not called I would not have known) ALL MY DETAILS HAVE BEEN DELETED from their system yet they still ask me for "MY DETAILS" so they can speak with me ( strange) now the only way to get my money is through cheque and that takes 20 days if not more as They are NOTORIUS LIARS!!! lies after lies it took them under 2 mins to take my money but a whole eterny to give it back and bear in mind I'm not the only who is experiencing or experienced their is a whole lot complaints about ex customers NOT GETTING THEIR REFUND BACK just cheque it out on the plusnet cancellation refund community website..
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2021-08-25
- Comments
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I left BT to go over to Plusnet. Its been rubbish from the day this was installed. Ive had more problems than Ive ever had with any broadband provider. One my Broadband day it dropped out 25 time. And, they told me this when id phoned up to complain. They said leave it a couple of days. Then called back and said its settled down now. Rubbish it cuts out everyday especially at night. terrible supplier and hate been stuck with them for another year.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-01-12
- Comments
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An absolutely terrible experience from this incompetent company.
We moved into a new property in November and booked a connection slot for a fibre order in advance. Despite calling for updates, we still weren't connected a month later. I was told that it was Openreach's fault and they hadn’t booked us in.
Openreach actually visited our property a few days after to connect us to the cabinet but when I called Plusnet, due to their sheer incompetence, they told me I couldn't have Fibre and couldn't be connected at our property. When I asked what the engineer had been doing in my property if not connecting me to fibre I was told oh, something else.
Following this exchange and what had already been a month of waiting and additional delays I cancelled my account with them. In the end I switched to EE (both owned by BT) but miles apart in terms of the helpful, prompt customer service I received. Although we had to wait a few more weeks for the EE connection, I asked if I could have unlimited free data to hotspot while we waited for our connection and it was absolutely no problem - they were super helpful. When an engineer came back out to connect us to EE before Xmas - he found we were already running fibre to our home (!) Exactly what I suspected, despite Plusnet telling me otherwise…
I couldn't recommend EE highly enough and though we're on the standard broadband now (due to Plusnet's mess-up with the fibre) I've got total peace of mind and feel like I'm dealing with a quality company. They even discounted my mobile bill.
A final detail - we are still awaiting our £36.99 refund from Plusnet as of January… having just paid a petty £3.52 for the 'service' we (didn't) use in November/December. What a joke. I fully expect my 36.99+3.52 refund but am sure I'll have to call a few more times to get it.
Avoid like the plague and go for a proper provider - BT, EE, Sky etc.
- Location
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- Location
- Merseyside
- Reviewing
- Plusnet
- Date
- 2016-08-31
- Comments
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'Do yourself proud'.....and go with another provider who know what they are doing. Only been with them a week and boy are they poor. Cant login to my account and cant get through to customer service???
- Location
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- Location
- Buckinhamshire
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
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The biggest mistake I've ever made was to switch to Plusnet. The Internet connection is so slow and patchy. We can't get Catch Up programmes on Sky TV. Think very carefully if you're considering switching. I can almost guarantee you a far worse service in every respect to the one you're using now. Not fit for purpose.
- Location
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- Location
- Peterlee
- Reviewing
- Plusnet
- Date
- 2020-02-18
- Comments
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Had plusnet for 2 months had speeds of 0.91 mbph download 0.01 upload sent numerous times on the phone plusnet still charging me decided I wanted to cancel as I wasnt getting any service, they wanted 400 quid to cancel told them not on my life
Ended up going to dept collectors. And a mark on my credit file. I urge anyone thinking of joining plusnet give them a wide berth they are without a doubt the worst broadband company out there
- Location
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- Location
- Mugland
- Reviewing
- Plusnet
- Date
- 2017-08-25
- Comments
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Worst customer service ever witnessed. We caught the phone reps lying each time we called up. They each had a different story to tell as they had no idea what they were actually doing. Engineers where sent round who claimed they fixed the problem and charged us, yet nothing was ever fixed. All the 5 star reviews on here are obviously fake reviews left by Plusnet employees.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2017-10-16
- Comments
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Horrendous..... worst broadband we've ever had yet most expensive. Don't bother!!
- Location
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- Location
- London WC 1
- Reviewing
- Plusnet
- Date
- 2010-08-21
- Comments
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I would not give PlusNet any stars at all, but your rating system insists on providing at least one.
I regret taking out a subscription to PlusNet. It is not broadband as I recognise it. Snailband would be a fairer description. Some of my dial-up subscriptions in the 1990s were faster.
It takes up to a minute to load a simple web page. Ditto with opening emails. Opening even small attachments on emails can take even longer.
The same machine and everything else worked perfectly fine with Tiscali and even better with BT Broadband.
I have the impression PlusNet is working on the remainder bandwidth of a larger supplier.
However, notwithstanding the foregoing, I must stress this is only my personal experience. Other customers of PlusNet may be more fortunate. There are local idiosyncrasies with every broadband supplier and none is anywhere near perfect.
- Location
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- Location
- worcestershire
- Reviewing
- Plusnet
- Date
- 2021-01-03
- Comments
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Was with Plusnet for many years, but there has been a real decline in both broadband reliability and customer service. The final straw came when they removed my landline and broadband in the wrong week prior to a house move and were unable to reinstate services for over two weeks. As I work as a keyworker from home, I was unable to manage without wifi. It took hours and hours of phonecalls and emails for staff to understand what the issue was; call staff were largely unhelpful and at times rude. In the end I escalated a complaint and left the service totally. I now have a portable wifi solution which is much more reliable, I would never return to Plusnet.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-05-19
- Comments
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I have been with plusnet for 6 months and had constant problems, 8 engineer visits and still no interent. i was promised 2-4 mbps and only receiving 0.4mbps.
Customer services are shocking and do nothing, the worst internet provider out there.
Plusnet lie and say it takes 10 weeks for interent to stabilise but they do this so you cannot cancel.
Stay clear of these cowboys
- Location
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- Location
- Southall
- Reviewing
- Plusnet
- Date
- 2015-08-14
- Comments
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Having applied online to Plusnet Broadband, and waited for an engineer on the three allocated days with no appearance. I decided to call their sales team to secure an installation date from an actual person.
I was assured by Hannah, who was most apologetic, and assured me that my order was confirmed.
Today I called and spoke to Russel Swift from the sales team to ensure the engineer was due over the next three days, only to be told they had no order with my my user name, password, post code or name.
I asked to speak to a manager but apparently they were all busy, probably dealing with potential customers
complaining.
I have waited 30 days for my broadband to be installed with Plusnet, and after spending another 30 minutes tonight waiting to speak to anyone at Plusnet to give me an explanation or apology, I have decided your customer service claim is a joke.
Another potential customer gone. X
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2015-11-12
- Comments
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Couldn't tell you how good their broadband is because it's now 3 months after we placed the initial order and we still don't have an engineer date. Have been promised updates in 48hrs for months now. Have to keep telling them the same things over and over again and they still do not progress the order. Do not use. They are abysmal.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-09-14
- Comments
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Sorry to say but the phone and broadband both no good. Phone line gets disconnected and broadband simply goes off everytime.
When try and speak to someone on chatline they have been quite unhelpful.
Very disappointed and we have been with them only few months and all these problems.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2020-07-09
- Comments
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Had nothing but problems fast few months but tied into contract. Numerous complaints have resulted in no improvements, despite paying £35 for their fastest. Impossible to work from home!
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2018-05-09
- Comments
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Shocking service so I decided to switch. Rang up to get acc number & sort code to make final online banking payment. Advisor refused to give it to me. I said id send a cheque in then as i didnt trust plusnet with my card details, then he said " or you can wait for debt collection to catch up with you!" Was so shocked I asked to speak to a manager who apologised. So glad I left them.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-21
- Comments
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When I decided to move to another Internet provider I called Plusnet to find out about the best deal and agreed the best package over the phone. During the phone conversation with the sales representative the whole switch seemed quick and easy, and the offer sounded very good so I agreed to switch, paying for the phone line 12 month in advance there and then. During the conversation, I specifically enquired about free landline calls at weekends and was told that they were included in the package. What sounded like a good deal turned out to be not so good with one big problem after another and not at all what was agreed over the phone?
The problems started with a big mix up switching the broadband and the phone line and it took a very long time before the broadband and the phone line were fully operational. Then months later, when I noticed a large charge on my bill, I discovered that the land line calls were not free at weekends and they were only free for people who did not pay for the phone line 12 months in advance. Every single time I called customer service I have been dealing with very unhelpful staff who are not prepared to even listen to any complaints and just refer you to the small print included in countless of emails received.
I also discovered that Plusnet automatically rolls over contracts for up to 2 years so be warned that once you sign up with them it’s not easy to get out. Also be aware that you will receive a lot of very misleading information to encourage you to sign up, which you will discover is totally incorrect after you commit.
If you don’t want any additional stress don’t consider signing up with this very dishonest and underhanded company.
- Location
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- Location
- Newhall
- Reviewing
- Plusnet
- Date
- 2017-02-16
- Comments
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Absolutely abysmal. Download speed struggles to reach 2mb/s which if you have more than one device hooked up, you can barely do anything. It's just unbelievably slow, not to mention we were told we could get fibre optic, payed for it for a few months, then told we couldn't get it. You'd have to have something wrong with you to even consider this internet provider.
- Location
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- Location
- Lanarkshire
- Reviewing
- Plusnet
- Date
- 2018-07-22
- Comments
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They don’t even deserve one star for anything. As soon as BT took over the broadband speeds dropped dramatically. I can’t stream a thing between Thursday and Sunday because the speeds are so low. If you can ever get into contact with customer service (the chat is “unavailable” for the majority of the day, the link to their phone number mysteriously doesn’t work and if you post on their Facebook they threaten to block you) you’ve got more chance of being the Second Virgin Mary and giving birth to the Messiah himself via immaculate conception than you do of getting ahold of someone who will help you. Avoid at all costs.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2014-09-30
- Comments
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My speed with Plus.net is 0.2mbps. They took ages to come and fit the line. The line didn't work for three weeks after it was first fitted and an engineer had to come back. For over a year my broadband speed has been unusable. I have now been charged £48 to cancel. I would avoid plus.net at all costs.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2014-10-31
- Comments
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They have been dreadful. I applied for phone line and broadband on the 28th Aug. The line happened on time but has since gone off and I am still waiting for the broadband. Just keep getting fobbed off. Even wrote to the CEO, had no response, yet they still keep taking my money. The broadband was provisioned to the wrong house in September, it's November tomorrow and still no sign of anything. so now I am left with no phone and no broadband. Their adverts are a joke.
- Location
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- Location
- bury st edmunds
- Reviewing
- Plusnet
- Date
- 2015-04-21
- Comments
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Avoid at all costs - worst company i have ever had the misfortune to deal with!! Internet dropped out at 8 every evening - they tried to tell me it was a line fault. When trying to cancel they tried to make me pay £80 to do so and when i said no way threatened me with debt collection agencies etc. When i advised i was within my 14 days cooling off period their story changed - they however did not offer this information!! The whole experience of trying to cancel this contract took 1 hour and 50 minutes on the phone. Said they would cancel immediately but refused to give me a mac code - 2 days later (and another 45 minute call to customer services) i am still awaiting the disconnection of this abysmal service, which cannot come to an end quick enough!!
- Location
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- Location
- Dudley
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
-
Awful company. Switched to them via their website on the last day of a special deal. They took my card payment straight away but heard nothing from them. Now they claim they have no record of my details and they cannot trace a card payment so they cannot refund my money. Fobbed me off to speak to my card company to try and get a refund that way. 30 minute wait time on the phone
- Location
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- Location
- Ackworth
- Reviewing
- Plusnet
- Date
- 2021-08-06
- Comments
-
Not very satisfied with plus net at all
Very slow download speed and constantly crashing dropping out the router going orange till it reboots its self
- Location
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- Location
- Bury lancashire
- Reviewing
- Plusnet
- Date
- 2016-08-16
- Comments
-
Been with plusnet for years speed and service has gone off a cliff. No doubt the greasy palms of BT operating in the background. Communicated via Internet to Ben and jake tonight who eventually left me hanging in the air after cutting me off with no satisfaction. So much for their award winning customer service and they were not doing me proud to quote their marketing guff. A bunch of lightweights operating no doubt with zero housed employees driving their customer service computers.
- Location
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- Location
- Presteigne Mid Wales
- Reviewing
- Plusnet
- Date
- 2023-07-25
- Comments
-
Left Talk Talk because of appalling customer service and joined Plusnet. Plusnet service is terrible, I have been lied to, I have been promised dates, I have been waiting over 2 months for a service. Order placed May, now been told it will be August before I will get Broadband.
I'm now wishing I stayed with Talk Talk - at least I had broadband!
- Location
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- Location
- West London
- Reviewing
- Plusnet
- Date
- 2017-10-20
- Comments
-
The worst broadband provider I even had!
Keep away from this provider and don't believe their slick TV adverts.
Their internet connection is dreadful ! There is no connection during the morning and then connection is sporadic. When I complained they blamed my computer !
Also be aware of the fact that it is practically impossible to leave them within the 14 days as you are entitled by law.And here how Plusnet tie you to a contract:
They claim that the 14 days period starts from the moment you sign the contract and not from the moment you receive your service. They take over a week to connect you and them when you discover how bad their service is and ask to terminate the service while still within the 14 days period they say that you need to wait for another 10 days until the system is 'stable'. Having waiting for these extra 10 days and the connection is as bad as before and you wish to leave them they say ' sorry but you have missed your 14 days deadline'
I would strongly suggest that before you sign with them make sure that you are aware of this trick and better still keep away from this provider
- Location
-
- Location
- Caerphilly
- Reviewing
- Plusnet
- Date
- 2018-07-10
- Comments
-
Its just as bad as the post office now. I have taken it out before moving houses and asked if I will be charged a move fee and I was told I will not - then of course I was charged and they pretended to be so generous by putting it into my monthly payments instead of charging me at once! A lot by the way! The internet connection was extremely bad so we called to complain and they sent out an engineer to fix it. Apparently he did fix it but oh well all the issues continued. We just bought a house and had our wedding coming up so extremely busy and anyone who ever called plusnet support knows the phone call takes at least 1h, so we did not have time to deal with it. Got back after the wedding and holiday and the time comes to give them a call. 2 weeks ago been told new router is coming in within next few days after I explained that this problem has continued for past 6 months! 2 weeks gone past and no sign of router, no phone calls, nothing is happening. I rang them today, of course it took one hour. I have been told I cannot resign from contract because I AM CONNECTED - it doesn't matter I have speed below 16-18 even thought I should have at least 34, it doesn't matter it keeps disconnecting at least 10-15 each day and sometimes every bloody hour, it doesn't matter I have been waiting for nothing and paying for nothing! It doesn't matter I have to pay my mobile provider for extra data because when I am working I can't even use my bloody broadband!!! I have been reconnected again, waiting again, complaining again and again and again. Worst company ever. Do not sign contract with them EVER. I am waiting 8 weeks and going to ombudsman services before I loose my mind.
- Location
-
- Location
- leicester
- Reviewing
- Plusnet
- Date
- 2014-03-31
- Comments
-
AVOID AVOID AVOID AVOID DO NOT GO WITH PLUSNET... I recently moved from talktalk to plusnet with the promise they would be faster and would be hassle free switch, on the day of the switch talktalk stopped the internet as they should but plusnet did not start the internet I rang them and after a 45 min wait spoke to a man who kept putting me on hold for 5 mins at a time and came back with no answers, in the end it took over a week to restart my internet as plusnet state: WE DID NOT HAVE A LINE TO PUT YOUR INTERNET ON... surly this line should have been held when we paid which was 6 weeks before we even moved over to them. we was promised speeds between 3-5 as talktalk was only 2.. currently my speed is not even 0.5 rang them and after waiting for nearly an hour to speak to someone was told they would look into it.. 2 weeks later still waiting on a reply... we are currently trying to get out of our contract as they have breeched speeds they promised... I will advise anyone to get out of it THIS COMPANY IS A COWBOY NEEDS TO BE SERIOUSLY LOOKED INTO... I was told they had won awards for customer service however I seriously do not know how they have done this because eberyone I speak to does not have a clue about what im talking about and everytime I speak to someone I just get fobbed off with another excuse...
- 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.