3,747 Customer Reviews over 94 pages
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-03-20
- Comments
-
Urgh. Really don't bother. The connection is dreadful - games are impossible, internet radio is forever cutting out. Cancellation charge is extortionate. I'm stuck with these people for a year and will happily leave at the end of the contract. Never again. Avoid.
- Location
-
- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-03-19
- Comments
-
Moved phone & broadband on 7 March '16. 1st router duff. 2nd router required 3 calls for tech support to try to reset & finally said I needed yet a 3rd router!! Just set 3rd router up but had to use their 192 etc address on Safari to get a connection. As have had to do this before with 2 previous routers, not convinced will solve problem.
Also gobsmacked to learn after moving that PlusNet is not accessible on Firefox so can't get a connection on my Dell. Also that their support website cannot be downloaded to a Mac.
Having trusted the Martin Lewis site which recommended PlusNet, I made a very big mistake.
Buyer beware!!
- Location
-
- Location
- forest of dean
- Reviewing
- Plusnet
- Date
- 2016-03-18
- Comments
-
do not use plusnet service is appaling promised a date for moving it was never actioned by operator and had to wait over two weeks to be connected again I am disabled will be without a phone and internet no compensation offered manager very unsympathetic I will never use plusnet again when our contract finishes also waiting on line over half an hour when I called very disgusted
- Location
-
- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2016-03-18
- Comments
-
Seemed like a good offer at the time, was a discounted deal for fibre. I must admit I didn't notice any difference changing to fibre and the cabinet couldn't be any closer to my house without being inside.
At the end of the contract I moved supplier and was later told that PlusNet intended to charge me a massive disconnection fee and an administration fee and all sorts of other obscure fees. I wouldn't advise anyone to bother with them, go with one of the other mainstream providers.
- Location
-
- Location
- suffolk
- Reviewing
- Plusnet
- Date
- 2016-03-18
- Comments
-
Rubbish, that is all I have to say.
I started off being told I was in the wrong marketing area ??? so am unable to have a package at advertised rates, then it all just stats sliding from there, phone bills went up, connection got slower. Now im trying to port my number to someone else and am told my post code is wrong. Excuse me but ive been with you for a number of years now so how can it be wrong. Absolute joke of a firm, avoid like the plaque.
- Location
-
- Location
- LOANHEAD
- Reviewing
- Plusnet
- Date
- 2016-03-17
- Comments
-
I have had an issue with the internet connection from the beginning, had 10 (TEN) Openreach engineers (another bunch of cowboys) and still the fault is there. We have demanded a new line like the last engineer said should be done but Plusnet dragging their feet and at this moment the connection is still dropping regular.
I have since began the process of closing down the accounts in my other properties once I find an alternative provider other than BT and Talk Talk
- Location
-
- Location
- northants
- Reviewing
- Plusnet
- Date
- 2016-03-17
- Comments
-
rubbish, I wish they would take that idiot off the adverts, what he says is embarrassing because its a lie. it took months to get them to sort my download speed which was around 0.5 to 1.5 mbps and my upload speed 0.08 to 0.3 mbps, and bare in mind that the upload speed is the important one. anyone thinking of using plusnet, DONT, the longest I have waited is 1.5 hours and I have phoned them on quite a few occasions
- Location
-
- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2016-03-16
- Comments
-
A total disaster. The phone and broadband activation day came, the phone got connected but the router didn't arrive. I called them only to find out (after 45 minutes listening to music) that "the router had been cancelled" because there is no fibre available in my area!!! Keep in mind that my fibre broadband from sky was working till 2.00pm that day! I was offered a simple copper broadband that could be installed in 4 days! No explanation why I was not notified about this "issue" before hand and as usual the cheap and with no substance "apologises" and "sorries".
Called back again, this time the cancellation line. This time they magically found that "there is fibre" but I have to wait 5-10 more days. In the meanwhile no internet. The saga continues...
- Location
-
- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2016-03-15
- Comments
-
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
-
- Location
- Sauchie
- Reviewing
- Plusnet
- Date
- 2016-03-14
- Comments
-
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
- Lewannick
- Reviewing
- Plusnet
- Date
- 2016-03-14
- Comments
-
Have suffered from being in, quote
'the wrong marketing area'
The competitiveness has reduced as time passes and now feel neglected
- Location
-
- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2016-03-13
- Comments
-
Appears to be company policy to avoid activating services within the 14 days cooling off period. My ADSL was so slow that I ordered a fibre upgrade. Initially, activation date was within the 14 days but within 2hrs an email informed me that it was now beyond the 14 days (again, no option to cancel if dissatisfied with the product. I cancelled the upgrade but the switchover went ahead, leaving with no internet access for 7 days. I regret joining!
- Location
-
- Location
- Forest of dean
- Reviewing
- Plusnet
- Date
- 2016-03-12
- Comments
-
Appalling customer service. To ring is a joke.
- Location
-
- Location
- BURY ST EDMUNDS
- Reviewing
- Plusnet
- Date
- 2016-03-12
- Comments
-
The worst broadband ever. I paid for my service on 26.01.16 for unlimited fiber 80mb speed . After more than 1 month of waiting they manage to put my service live on 10.03.16 . But its not the one i paid for ! all i get is ADSL connection with speed of 1 mbps and under !. They keep promising me that they will upgrade me to fiber. But nothing happen until this moments ! . I spoke with someone about cancellation they told me if you cancel you have to pay cancellation fee of £150 WTF ! How on earth i pay cancellation fee for service i dont even have it ?? after weeks of phoning and chating with too many diffrent ppl . They said your fiber will be upgraded on 23.03.16 . So if anyone thinking of joining pluse.net PLEASE AVOID !!
- Location
-
- Location
- Wigan
- Reviewing
- Plusnet
- Date
- 2016-03-11
- Comments
-
The fibre it's OK, never had a fault in 18 months and it's even faster than advertised (upload never reach 19M but download go beyond the 38M reaching 42 or even more).
The only problem compared with my previous provider BT, is that Plusnet support it's only by Phone and THAT'S RIDICULOUS today, first because you ha to spend a lot of time for a yes/no answer, second because some questions are better solve with screenshots, links, attach, etc.
And by the way, I'm not a native speaker so I always prefer to read and avoid strong accents.
So, Good service but very antiquate just like the member center software/graphics
- Location
-
- Location
- wick, caithness
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
-
Not happy customers at the moment. Ordered our fibre beginning of February. It finally arrives two days ago but would not work. After a 30min call wait, we were informed the wrong gear was sent! She kindly gave us a month free for their mistake but this only means a 1quid refund due to the order we selected! They are currently sending the correct one and said we could buy one in a store too so we had internet during the wait. After two more long call waits, I had a gentlemen try to set it up with me. Unfortunately, this couldn't get completed because the password was lost (my fault) and the gentlemen kindly informed me that they will call again tonight to finish setting it up due to this all being a fault on their side in the first place.
No one has called and they close at 10pm tonight. It's now 9.35pm and I've also just had a 50min call wait trying to phone them instead before they close...
Not happy! After over a months wait and all this hassle. Will now have to wait until tomorrow for another 30min call wait (at least) in the hopes to have the internet we should have had weeks ago.
Currently feel very fed up.
- Location
-
- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
-
Have been with Plusnet for years. They used to be very good for contacting.Its a shame now that the contact service is dreadful. 40min wait is not unusual. Its been like it for ages and I'm going to swap providers. Just not up to it any more
- Location
-
- Location
- Salisbury
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
-
Have been trying to fix e-mail problem for past week, but getting through to plusnet is impossible, made worse by incessant rubbish being played as I am told that an adviser will be available soon, by which I am starting to think that may be this century!!
- Location
-
- Location
- kent
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
-
Never worked for the last 3 months. I called the customer service, they said if the fault is not with the line, they would charge £50. Now issue is resolved and they are not refunding the 3 months where no service received but giving me 1 lousy month instead of 3 months no service
- Location
-
- Location
- south west
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
-
Atrocious customer service. No particular problem with the broadband speed, seems pretty average for this location but the farce we've had to put up with in terminating the contract has been ridiculous. Plusnet cancelled our direct debit the day before trying to take the final payment from the account and have since sent a series of emails (from address which won't accept reply!) and letters threatening extra charges and legal action despite hours spent on my part on numerous phone calls, emails to clarify and resolve a situation thats entirely of their making. Appalling lack of clear communication on their part, to the point where we're getting calls from debt collection agencies when we have already dealt with their incompetence and paid the bill. Its difficult to get across just how inept this company is.
- Location
-
- Location
- Belper
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Comments
-
DO NOT touch them with a barge pole ! You will be wittling spoons forever.
From initial contact, received the router in two days. After that all downhill, never actually used their broadband and went back to my reliable TalkTalk service where issues get resolved straight away and don't get logged and never answered for days on end !
- Location
-
- Location
- bolton
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Comments
-
plusnet is the worse broadband i have ever had. I have had so many connetion issues and speed problems. To be honest not really bothered about speed if the internet even worked properly. The customer service is even worse. They cant admit the problem is on their side and keep telling me to restart the router and so on. They try to make excuses their might be inteference. Never had any issues with my previous isp which was talktalk, no inteference there. When I contacted customer service they replied saying thats what you get with a value cheap broadband. Contract finishes in may anyway so cant wait to leave this rubbish isp.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Location
-
- Location
- New Forest
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Comments
-
Just spent nearly an hour on the phone queuing to get through to customers services. Staff were almost rude when I got through. Have tried to complain on line, what does the website say, phone customer services!
- Location
-
- Location
- Halifax
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Comments
-
Plus net DO NOT make small businesses proud. I run a small charity in Halifax and had phone and fibre from them to run the office computers and VOIP phone system.
We moved to new premises and we were promises several times service was available for Fibre so duly paid £60 to move the service.
The order failed TWICE and was told it was because the Plusnet worker inputted information incorrectly on the Openreach system. But it was only after speaking to an Openreach engineer I found out there was no capacity at the exchange.
When I took this information back to PlusNET they wanted to only offer a substandard 1Mb ADSL connection which would struggle for a one computer user to use, and would no way run our telephone system and computers at the same time.
So there response is to charge a £500+ cancellation charge and no refund so far of the £60 move fee. I even offered to take service at home so the charity didn't get charged a huge fee and this was flatly refused.
I am furious and they have not offered any solution but repeat over and over that we agreed to a contract so have to pay the termination charges. I know that - but the fact of the matter is, we chose the premises because they could offer FIBRE service and its them that CANNOT provide the service so why should the charity be penalised?
My letters and online messages go unanswered and its up to me to keep calling to try and sort this out.
Well Plusnet, I am going to name and shame you everywhere and even get local media involved and let them see how you DONT make you proud! #MostStupidTaglineEver
- Location
-
- Location
- Forest of Dean
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
-
Appalling customer service. Get you in a contract and will not help you. They are always right. Try to phone them.
- Location
-
- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
-
Plusnet are absolutely atrocious. Only been with them for 6 weeks and it's been problems - of Plusnet's making - all the way. Their customer service is the worst i ever had the misfortune of dealing with in any organisation. Unresponsive, unwilling to take ownership of the problems, even zapped the account with a £50 penalty for non-existent visit of an engineer to the premises to "fix' the problem. Two Openreach engineers on two separate engineer calls said the problem was with Plusnet, the Pusnet response was "can't be a problem at our end, we'll have to book an Openreach engineer"!!!! How did they think this would give a different result. In the end I had to insist with the Plusnet tech dept that the problem was with them and tell them exactly where the problem lay (as per the OR engineers) before any reasonable attempt to fix the issue was made.
- Location
-
- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
-
joined plusnet on premise we'll do you proud{should be just we'll do you!],have a phone fault last 2 months no sign of a fix just meanless string of updates can't wait to leave asap,probably out of the frying pan into the fire are there any decent isps out there?
- Location
-
- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
-
DON'T TOUCH WITH BARGE-POLE
Why did I do it? Moved from BT, BB running at 6 mbs down. PROMISED by plusnet no change to speed. at connection <1mbs. They also changed tel number without being asked.
BT own plusnet - I wonder if they have decided to run plusnet to make themselves seem good.
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-03-07
- Comments
-
Paid for caller display - it doesn't work. 45 minutes on hold queue to report this is a joke.
Broadband speed is bouncing all over the place, the plusnet routers wifi is 4 times slower than my routers wifi that is connected via a LAN to the plusnet box!
- Location
-
- Location
- South Bham
- Reviewing
- Plusnet
- Date
- 2016-03-07
- Comments
-
PlusNet are the Matalan of Boradband. Cheap and cheerful and if everything is ok you will be fine. Unfortunately you csnn NEVER get through to them if you have any issues at all. Yes they are cheap...but for an extra £5 a month..go to a provider who you can get hold of. Is it worth having a lot of stress and aggravation for saving yourself £5-£10 a month?? that's the question you have to ask yourself. Avoid plusnet IMO.
- Location
-
- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-03-07
- Comments
-
Appalling Customer Service only matched by their Broadband speed and constant drop outs. One of the few Companies that have a Traffic management policy in place so you will almost certainly receive slower speeds during peak periods !
- Location
-
- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2016-03-06
- Comments
-
customer service is a joke always a 30 min wait to speak to someone should be prosecuted under trade description act they have not done me proud 7 weeks so far without phone antiquated fault reporting system you have to obtain a ticket to register a fault! internet is fine(fibre)though
- Location
-
- Location
- East Midlands
- Reviewing
- Plusnet
- Date
- 2016-03-06
- Comments
-
How PlusNet gets away with its advertising is beyond me, their customer service is appalling I was charged for nearly two months of Fibre when they hadn't even provided it, speeds are much slower on Fibre than I was getting from SKY the whole customer service thing is a myth. If you are thinking of switching don't.
- Location
-
- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2016-03-05
- Comments
-
Connection drops way too often. ~5Mb download speeds. Absolutely rubbish.
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-03-05
- Comments
-
I've just decided to leave Plusnet after a month of disruption to my phone and broadband service that Plusnet seems incapable of fixing. I was previously receiving a download speed in the 20 Mbps range. This has dropped to no more than 1.5 Mbps and has remained that way for almost the entirety of February. Web browsing is painfully slow, while streaming and gaming are impossible. I've had the usual problems with long waiting times on phone calls to customer support as well as difficulty connecting to there online chat support service, which only seems to be available intermittently. But the main thing that has driven me to switch is that after one whole month of not resolving my broadband issue, they have now decided to ignore me in the hope that the problem will just disappear. Which of course it will because I'm switching to Virgin.
I can't say all bad things about Plusnet. When the service was working it was generally reasonable. Not spectacular, but reasonable for the price. However, considering that Plusnet is owned by BT you would think they would be on the ball with repairs to external faults, but no. They spend far to much time stalling and trying to convince you that it's an internal problem with your router equipment or wiring. They even insisted on sending me a new router because their remote tests were showing a high resistance fault in the equipment. I swapped the old router out and, surprise surprise, no difference in broadband speed. This was the point that they just kind of gave up trying to do anything about it.
A special note on BT Openreach engineers:
It really is hit and miss with these guys. Plusnet sent me one that tried to tell me all the problems with our phone and broadband connection were down to a "short circuit" in a upstairs handset that we keep in the bedroom. Bare in mind that I was having a crossed lines issue at the time and you could literally hear other peoples conversations when I picked up the phone. The guy unplugged the handset and asked me to go look at it. So like a mug I did. Didn't move it, didn't disconnect any wires, nothing. After coming back down stairs he tells me I've fixed the problem and I can plug the handset back in. He went away with a big satisfied smile on his face at a job well done, while I on the other hand had to report the same fault again just two days later. This time the engineer didn't even need to come to the house. He went to the road side box and fixed the crossed line issue, but the broadband problems persisted. You hear stories about these guys stringing out a job or just swapping problems between customers because they can't fix or don't know how to fix the issue. Be aware!
- Location
-
- Location
- Leyland
- Reviewing
- Plusnet
- Date
- 2016-03-04
- Comments
-
I have been with plunsnet now for over a year I am fed up with them .i bought a licence off them so that could get onto my ccv notwork at first great but in the last 6 months it failed or works intermittent . I am fortunate that I have IT man to take a look at what's going on he found that they had changed my licence number . He got onto them about they tried,iced to fob off but he stuck to his guns and Mamet.hem look into it the licence they had changed me to belong to somebody else so he got them to put right there and then, they said they were sorry but it's because they had been updating their equipment my friend said its the usual old stand by statement. It worked ok for two weeks but we are not getting connection on a regular bases we have checked the licence number is correct he said that the router as a fault so to ask them for a new one still waiting for a reply .i won't to leave them and go back to my previous provider but I have paid my line rental 12months in advance and they have told me if I leave I would not get any of my money back as its a binding contract . I can't wait to get away from them I have never had such bad service I was a fool I was talked into joining them as I was told it was good value against other providers I won't make that mistake again
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-03-04
- Comments
-
Just avoid. The service was bad when we had it, then the cancellation process has dragged on for over 18 months! We cancelled because we were moving to the USA - then two months later they got a debt collection agency involved saying we owed them money. That eventually got resolved. Then, a year later they did the same thing again! As we live abroad we got the letters late and discovered one threatening imminent court action! They had 'forgotten' to remove our account. So now my credit rating is affected negatively and I've spent many hours trying to resolve everything. They also refuse to send me confirmation that the debt collection has been informed to stand down. A total nightmare. Avoid!
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-03-03
- Comments
-
Just came from sky. My download speeds dropped by 80% , and in still on the phone now, for 20 mins while typing this review. Disgusted. Literally 20 minutes on hold,
My speed is 0.59mb sec at 7pm. On sky it's over 10 , same phone line,
Just don't use them,
- Location
-
- Location
- Beds
- Reviewing
- Plusnet
- Date
- 2016-03-03
- Comments
-
The worse broadband supplier I've ever been with. Billed for a fibre service I didn't receive for 2 months, plusnet disconnected me to fix a line fault and gave my fibre line to another customer and told me I would have to wait 2 months until more lines were available.
Plusnet also managed our switchover from sky.... they failed on this part too as we were faced with letters threatening court for not paying our last 3 months of sky bills, when we were no longer sky customers.
Customer service is an absolute disgrace, hold times on phone are 40 in+. I am sick to death of being fobbed off and told different nonsense by each of the multiple engineers that have attended to fix a fault that we have had for 6+ months, that still has not been rectified. Also extremely annoyed at plusnets rules on not being allowed to be connected through to a manager when you have a complaint. I have been promised so many call backs but often have to call again and chase up my callback from a manager.
Avoid this company at all costs, they certainly do not have thir customers at heart.
- 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.