3,751 Customer Reviews over 94 pages
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- Location
- Northampton
- Reviewing
- Plusnet
- Date
- 2018-11-10
- Comments
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The worst supplier I've ever dealt with. Wait time on phone just stated as 60 mins. Don't even consider using them!
- Location
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- Location
- oxford
- Reviewing
- Plusnet
- Date
- 2015-04-22
- Comments
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have tried today to get broadband when I started to order the prices went up from advertised I was told that I did not live in a low cost area but they could not tell me where I needed to live to get these prices sounds like a bit of a con
- Location
-
- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2016-05-25
- Comments
-
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
- Sheffield
- Reviewing
- Plusnet
- Date
- 2020-02-07
- Comments
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Plus net throttle you.
If you are a gamer or need a stable connection for your job (like me), anything more than a 3Mbps usage and they throttle you, even with an unlimited plan. To put that into perspective, that's watching a video in 480p, connections in the 90s were of a better standard!
Plus net have sent engineers round to 'fix the issue' (who all agree with me how bad plus net is), however this issue can't be fixed by new wiring or anything, it's their service system that actively discourages you to use the service you pay for.
Despite Plusnet having no kind of usage limits and promises to not throttle customers, they skirt around this by increasing ping and ramping up and down the upload speeds so the download speed (the one normal people pay attention to) seems to be fine when they are in fact throttling your connection. Absolute disgrace, I will not be back, an extra £10 a month for dial up would be more reliable and better value.
Beyond throttling, customer service have no IT knowledge and the longest wait times of any service I've ever used. Their WiFi router is prone to over heating and has a terribly weak signal, 2 walls or 10m of free air is enough to stop the signal, this doesn't provide a good connection for a flat nevermind a house.
- Location
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- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2017-11-08
- Comments
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I work away from home so don't really use my home broadband a lot... only twice a week and the two times I use it is so slow I feel like I've travelled back in time!.. it loads up slow and I can't even watch a good full movie.. can't believe I pay this crap company good money for such poor value.. I cannot wait for my contract to end!!!!
- Location
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- Location
- S/W cotland
- Reviewing
- Plusnet
- Date
- 2011-06-07
- Comments
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the worst mistake i ever made, 6 weeks of really poor service & call centre that's always putting you on hold. if you think it's too good a deal it probably is. think about the £65 you'll have to pay to get your mac code, expensive mistake which left me unable to afford any broadband service.
- Location
-
- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-06-16
- Comments
-
An abomination since their takeover by BT. Got a problem? You can't contact them on-line because the facility is perpetually down; & so they tell you to phone, while keeping you on call-waiting for an hour. This is supposed to be a broadband & telephony provider. Disgraceful.
- Location
-
- Location
- burnly
- Reviewing
- Plusnet
- Date
- 2018-07-22
- Comments
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i have a business and a residentail account with plusnet.
Both rubbish.
i was losing connection on my card machine. had to change my provider within 3 months.
engineer came said cant fix the problem. charged me extra £140.
my home broadband same slow connection reuced conection to first floor. even it was connected to the mains 3 m away on the ground floor.
DO NOT EVEN THINK ABOUT JOINING PLUSNET.
- Location
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- Location
- North Lincolnshire
- Reviewing
- Plusnet
- Date
- 2014-08-14
- Comments
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I have been with Plusnet for 2 years and the service has been consistently horrible. 'Due to high demand' - I always get this message + 30 minute wait on their tech help line. My internet drops out and they seem unable to fix anything. A dreadful service. The t.v. adverts are the opposite of how they really operate.
- Location
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- Location
- northumberland
- Reviewing
- Plusnet
- Date
- 2015-11-12
- Comments
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Just signed up with Plusnet and the telephone line doesn't work. Waited over 90 minutes to speak to someone today! Called the sales team to ask what they thought about long waiting times and they said that 90 minutes was fine. I disagree. They can't make calls to you but then they don't seem to know much about telephones at all...
- Location
-
- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2016-02-06
- Comments
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Appalling in pretty much every way. Lots of customer service options but seemingly no coherent communication between themselves. This results in being stuck in a loop, lost hours to my fault to no avail. Pointless.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-02-07
- Comments
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STAY AWAY FROM THEM!!!!!!!
I`m using internet for work. Broadband stopped working and they are unable to determine the reason of the fault. I will be without internet for 1.5 months as they won`t let you go without paying cancellation fees 200 pounds. Managers Jami and Daniel at the call centre very patronizing and said "we have 30 days to fix it there is noting you can do". Think twice or it is going to cost you!! Thieves.
- Location
-
- Location
- Colchester
- Reviewing
- Plusnet
- Date
- 2020-04-23
- Comments
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Paid upfront for a year, apparently something went wrong with the application, although payment for over £200 taken, many conversations later and they want me to pay again and will refund the amount, the amount hasn't been refunded, apparently there was a problem with the refund! I paid on 30th march, refund apparently sent on 9th april, today is 23rd april I have neither broadband or a refund, absolute joke of a company
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2014-01-08
- Comments
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PLUSNET = more like SCAMNET: Absolutely awful service
I recently joined plusnet and have been sorely disappointed. Glad I was smart enough not to enter a contract. It did mean forking out £100 to get set up (and ripped off) but at least I can give notice immediately.
It started with me being lied to and told the up front £100 payment included 1 month in advance. Since this was paid before the service went live, I was told that in the next month, I would be refunded pro rata
Then, to throw a spanner in the works, plusnet tried it on and said they were taking a random debit I had not agreed to and which contradicted the contract. I had to contact my bank to block it.
This led to a catalogue of problems. By the time the actual agreed monthly direct debit came round – due the mistake made by plusnet, my bank had not yet unblocked the account. So I was forced to pay by card.
To add insult to injury, I was badly ripped off as plusnet claimed I had to pay another month in advance. So I have paid 2 months in advance for only a few weeks service!
So watch out for this scam. Make sure you get the written contract upfront. I now have to write the card provider I used to make the most recent payment and tell them to block plusnet in case they try to take more money.
SCAMMERS! I am so annoyed I got ripped off. Now begins the battle to get my money back from these scam artists.
PLUSNET: It is very short sighted to scam the public like this – what happens is online reviews such as this appear to warn other potential victims, and you will get the reputation you deserve
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2020-06-24
- Comments
-
Plusnet is absolutely shambles, every single day for the past 1-2 years there is constant lag, it used to keep turning on and off and sometimes it just wouldn’t work. The speeds are incredibly awful, right now I get 2.3mbps (download) and 809.4kbps (upload) those speeds are terrible. Sometimes it works fine without lag but still high ping, and then randomly the ping increases to about 1000 and sometimes 4000. If you’re looking for a good broadband, look anywhere but here. You will just waste your money.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-04-30
- Comments
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The worst provider ever, AVOID with a BARGEPOLE extended.. Leaving them asap., been patient with them several hours on support and engineer visits.. Broadband didn't work properly,. Poor speeds. Extremely long waits at Customer service. Price rises..and the list goes on and on...
- Location
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- Location
- Dudley
- Reviewing
- Plusnet
- Date
- 2018-05-18
- Comments
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I was tempted by the cheap price and got a cheap service. Continued loss of connection terrible download speed and appalling customer service led me to cancel my broadband and despite the broadband not being for for purpose I still had to pay £120 fee to leave. Now with virgin Costs a bit more but fantastic service and I don’t have long pauses during tv shows or have to wait 10mins to read an email.
Don’t waste your time
- Location
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- Location
- Trimdon
- Reviewing
- Plusnet
- Date
- 2016-01-13
- Comments
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Thought TalkTalk was Bad .
They great compared to this shower .
Pay for Super fast and get 4m
Avoid at all costs
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2016-03-16
- Comments
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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
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- Location
- McClure
- Reviewing
- Plusnet
- Date
- 2021-11-01
- Comments
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The only reason we've connected to this ISP was because we had no other alternatives. The service is bad - speed was fluctuating, the line was unstable and during the first 2 months wasn't even hitting 40MB/s while paying for 60. The technical support is even worse though - they had to send their engineers (3 different ones mind you) during 2 months of troubleshooting. Just don't bother.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2016-07-19
- Comments
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29/04/16 - The date my broadband was initially planned to be set up.
30/04/16 - The date was rearranged to the following day, the engineer turned up and told me there was already a phone line there (something I had already mentioned - but yet Plusnet insisted I must pay £60 for a 'new' line installation which never happened). The enginner told me this would be done within 24 hours. I then called Plusnet, who informed me it would actually take until 04/05/16.
02/05/16 - The date my new employee who is a good friend of mine was due to start - but couldn't as we did not have broadband. When I called Plusnet they also delayed the activation date further til 05/05/16.
05/05/16 - I am now told that the broadband would not be completed until 09/05/16. So reschedule my new employee to start on that date.
09/05/16 - Still no broadband, new employee comes to work and is sent home again.
10/05/16 - Broadband is finally activated. But for the next few months cuts out regularly, causing huge disruptions to my business and customers. Plusnet initially blames me for switching router off at night, but after I stop doing this and the problem persists for a month, they now say it is something to do with the line which will be updated, but the problem has persisted since.
19/07/16 - I had arranged for my phone line to be moved from my old office to the new one. I was charged £60 for this. The engineer arrived, completed the job, but I am now left with no internet, and have to close my business down until this is resolved. I had written confirmation via e-mail, and also was told on the phone that I would not be left without broadband and the transfer will be completed on the same day.
The only compensation I've been offered by plusnet is 25 pence (that is not a joke). I was so amazed by this offer, that I had to question whether it was intentionally done to mock me.
The list of excuses I’ve had from plusnet are:
“You took someone on too soon after the installation date.” “You shouldn’t have chose a budget broadband.”
“It’s because you turn the router off at night.”
“If we’re losing you that much money, why don’t you just pay off the £250 contract.”
I think it is disgusting that PlusNet are allowed to get away with this, and in doing-so, put the jobs of 4 young workers at risk. This is not a one-off case. They have a trustpilot score of 1.1/10. The fundamental rule of the Sale of Goods and Services act states that any goods or services must be as described. Surely, with such an exponential customer dissatifaction rate, it must raise the question as to whether or not Plusnet are complying with this.
- Location
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- Location
- Ashington, Northumberland
- Reviewing
- Plusnet
- Date
- 2021-12-03
- Comments
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I contacted Plusnet to move my home broadband from TalkTalk and explained that I only had a 14 day cooling off period before my new 18 month contract started and as long as Plusnet made contract with TalkTalk I would be fine to transfer without paying a leaving penalty. This was duly noted and the first month's line rental taken.
I did not hear from either broadband providers for 3 weeks and then a bill from TalkTalk at my new contract rate. I contacted Plusnet and they explained that they had done nothing and were very sorry. A refund was organised and I was transferred to the complaints team to make a formal complaint. The young lady sounded as if she had just got out of bed and that I should make the complaint online. Disgusting service with terrible customer support. Avoid.
- Location
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- Location
- GUISELEY
- Reviewing
- Plusnet
- Date
- 2022-12-03
- Comments
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Shambloic customer service
Upgraded to full fibre ,now have worse/ no internet.
Have called customer service over 6 weeks most are usless and palm you off to different departments or blame engineers!!
The ones that do have teeth have them to lie through
Absolute disgrace how we have been treated and no sign of my internet been resolved
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2020-11-03
- Comments
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Abandon hope all you who enter here. Do not be deceived by the cheerful north-of-england vibe. The "Customer Service" I experienced was endless waiting on telephones, unanswered messages on their help system and (kind and apologetic) people in far flung places running through scripts that they and I knew had nothing to do with the problems I was experiencing. Avoid at all costs.
- Location
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- Location
- ceredigion
- Reviewing
- Plusnet
- Date
- 2018-07-15
- Comments
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in this part of wales if you want good broadband you can only have BT the welsh gov have stiched us up THIS PROVIDER IS HALF OWNED BY GUESS WHO YES BT
- Location
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- Location
- Merseyside
- Reviewing
- Plusnet
- Date
- 2019-01-12
- Comments
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Trying to contact customer services, means being on hold for 15 to 20 minute, trying to contact technical support the wait time tonight is 60 minutes.
Plusnet used to provide a good service, now their prices have gone up and their level of service has gone down.
I phoned the other day to see if they had a better and cheaper deal, they said they did not. I advised them I will be cancelling my contract in February 2019 and moving to a new provider.
Funny how they tell me I am getting a broadband speed of 36mb yet iPlayer constinatly buffers and tonight for the past 90 mins the WiFi box has a orange light constinatly flashing and it won't restart. Have rebooted the box 6 times and the orange light continues flashing.
I'm not prepared to wait 60 mins on a phone tonight to speak to technical support.
Avoid Plusnet, they used to be good, please don't waste your money paying for their poor service.
I will be changing provider and Plusnet will not be getting a cancellation fee as they are not providing the service I have paid for
- Location
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- Location
- South bucks
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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I moved house 4 weeks ago and contacted plusnet straight away to do my broadband after reading their review on which. I was promised a broadband service within 10 working days. After 2 weeks of no word I contacted plusnet, after a 30 minute wait on the phone I was told that my order had been cancelled due to a system error which nobody picked up. Since then I have spent at least 3 hours on the phone to them trying to sort this mess out. i was told the Internet would be connected within 5 days of my phone line going live. What they didn't tell me is that someone would have to action this before the process started. It took them 5 days to action so including weekends another 2 week wait period. The final straw came when they sent me an adsl router instead of a fiber, I called them and after another half hour on the phone was told that when they had restarted my order they had signed me up to adsl by mistake. This would take another 2 weeks to remedy. I decided to cancel. Plusnet told me it would cost me £80.00, it took me 3 calls and another hour to convince them to waive this charge. I also asked them to keep the line open as I wanted to switch provider, they told me this wouldn't be possible. I told them about the ofcom rules stating that it is my legal right to have the line kept open, they agreed but I have now received a letter from my new provider saying the lines been cancelled and I'm going to have to wait another 10 days to have it reconnected! Awful awful company. Stay away
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2016-10-23
- Comments
-
When ringing customer service it take between 30 to 90 minutes for them to answer.It would be quicker to catch bus to town and see them personaly.
As for broadband speed very slow if it works at all.
We were with plusnet a few years ago and it was so different not a problem with anything.But now their customer service is terrible When I informed a tech guy that I was recording the call he got all shirty and said it was against the law unless he gave his permission.Then he said it was being recorded att his end anyway but I said "you didnt tell me and if its ok for you then its fine for me" He then refused to put me through to a manager saying that there wasnt any available. I pointed out to him how a call center worked HE DIDNT LIKE THAT!
I have found plusnet to be [1 word] CRAP. In all aspects of their customer service,customer care,and over all satisfation.
This company is the pits and as a sheffielder I am absolutely ashamed that this company has anything to do with Sheffield.
Please avoid like the plague.
- Location
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- Location
- dumfriesshire
- Reviewing
- Plusnet
- Date
- 2016-12-01
- Comments
-
don't go near this Co Email lost service 6 weeks , don't use any service as only lie about service , need email for medical reasons but they would rather wait till I am no longer here than help
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2020-04-17
- Comments
-
Absolutely appalling company with disgustingly rude customer service agents. The internet rarely worked and when it did, it was painfully slow, but the worst thing was the 'customer service'. Incompetent at best, outright rude the rest of the time. They ignore emails and messages, and are unpleasant on the phone. I have cancelled my account with them finally and would never use them again, even if they were free! To save yourself a lot of frustration, please use any other company out there, regardless of cost or deals, you'll regret signing up with Plusnet.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-07-19
- Comments
-
I cannot think of anything good to say about this company. It's huge claims of good customer satisfaction turn into a minimum 30 minute wait for any support once you are a customer. This has happened to me consistently over a number of years. In a moment of honesty one of their staff said there are not enough customer support staff. They only answer the phone if you are leaving. This is a truly dreadful service.
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2019-05-27
- Comments
-
Poor internet service, and rude customer service.
- Location
-
- Location
- Ayr
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
-
Absolutely diabolical company. Tread with care. I joined their broadband and mobile and laid down upfront fee of £6 for mobile sim only, and £25.99 for broadband. After 10 days I have still not received a sim card that they said they ha sent. Then they said they sent a second one, this hasn't arrived either. They are at it. I cancelled the two services broadband and sim, but they wont release my refund. I have no charges to pay, but they are at it. Watch them, they are dodgy dodgy.
- Location
-
- Location
- Stanley
- Reviewing
- Plusnet
- Date
- 2016-04-23
- Comments
-
Very poor Internet and even poorer wifi, customer services is a joke they tell you your area has good connection speed, this is rubbish as it keeps loosing connection. They want to charge you to send an engineer out even after months of calls and setting changes. My advice stay well away from plusnet.
- Location
-
- Location
- Warwickshire
- Reviewing
- Plusnet
- Date
- 2016-09-23
- Comments
-
Signed up, had an issue so had to call before my changeover date. 40 minutes on hold and decided to bail as not my idea of customer service!
- Location
-
- Location
- west lothian
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Comments
-
Move from BT due to cost - thinking broadband is broadband how can there be any difference. WRONG.
The broadband began to have big drop outs almost immediately on switching. Told at the time this would disappear with time as the line "optimises" Again WRONG.
Line got worse, with periods of hours on end of no broadband - day or evening. I can't remember one streamed film that we watched right through with no failure on the line. Entertainment is only an irritant but If you work from home as I regularly do this is a nightmare.
Now - as to the well advertised customer service. Got in contact to get the problem fixed. Logged into the system and gave them 3 times when I would be at home for an engineer to have access. This will be sorted soon. WRONG.
No one appeared and no contact to confirm. I went through customer service calls and online chat (from work). Ah yes we can see you are having a lot of problems on that line. We will open a case file and get someone out - give us 3 dates/times ect.. Again. Nothing. Went into my account and the case was closed with no action taken again. Contacted them again - furious. Asked to go through the same pantomime process of providing three available dates.
In essence. They have very poor service to match their very poor product.
Was looking at options and attracted to the John Lewis deals then discovered that their services are provided by Plusnet.
BT no longer seem overpriced. With plusnet I am paying for a service I don't receive - now that is poor value for money.
- Location
-
- Location
- london
- Reviewing
- Plusnet
- Date
- 2017-04-16
- Comments
-
poor broadband reliability especially during peak hours like weekday evenings and on weekends, which is not great. very unfriendly and unhelpful customer service as well.
- Location
-
- Location
- Hants
- Reviewing
- Plusnet
- Date
- 2013-12-04
- Comments
-
Stay away from them. only way to contact them is a 30min wait on a premium nr. No Email address and no way to resolve problems. They have an ironic playlist while you wait too - someone there has a sense of humour!
- Location
-
- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2018-09-15
- Comments
-
I made a big mistake by signing up with Plusnet last week.
After I signed up, a relative told me I had made a big mistake. They said they used to be a Plusnet customer, but left after being told constant lies.. He told me to read the reviews on Trustpilot, and to cancel straight.away.
I cancelled over the phone within 12 hours of signing up, and I was promised that a refund of £38 was issued and I would have it it in 3 to 5 days.
8 days later and after not receiving the refund, I phoned up Plusnet..I was on the phone for over 2 hours. I spoke to 4 different people and put on hold 3 times for half an hour.
The first 2 people I spoke to, told me a blatant lie in that the refund was issued,and the 3rd person hadn't got a clue and passed me onto the 4th person.
The 4th person confirmed that the first 2 people I had spoken to had lied to me, by telling me that the refund had NOT been issued, and used the excuse of technical difficulties and said they would send a cheque instead in 10 days time!!
I refused a cheque, but he told me that I had no option.
I then received an email saying a cheque would be sent within 21 days! What a complete joke!
I have been in touch with Ofcom and my card issuer, and both have told me to get back in touch when the cheque doesn't arrive after 10 days, and they will both take matters further. Ofcom also told me they have received thousands of complaints about Plusnet and my own problem is extremely common. They also told me I will not see a cheque during this millennium.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-02-26
- Comments
-
not a reliable service, it is not there when you need it, specially that i have 2 children and studying online, internet keep disconnecting for hours and when you call customer service after staying online for hour and promise to send you an engineer next day and never turn up and if you try to cancel you will have to pay for the whole contract, their service is a big scam
- 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.