3,751 Customer Reviews over 94 pages
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- Location
- Leyland
- Reviewing
- Plusnet
- Date
- 2016-03-04
- Comments
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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
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-03-04
- Comments
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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
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-03-03
- Comments
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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
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- Location
- Beds
- Reviewing
- Plusnet
- Date
- 2016-03-03
- Comments
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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
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-03-01
- Comments
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Incredibly slow speed most of the time. As for customer service, there seemed to be no communications between staff working on the same case. I had been calling different people, talking to them hours on the phone when I had some issue with them before. This is the worst bit: their waiting time is extremely and unacceptably looooong, sometimes up to one hour which is appalling!!!
- 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
- North East Scotland
- Reviewing
- Plusnet
- Date
- 2016-02-27
- Comments
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Shocking service. On hold for at least 20mins each time we called. The people answering the phone are polite,but, are being made to hold you to ransom by Plusnet. We just wanted to change address and were told it would be £40 for and engineer, plus £65 change address. If we renew the contract for 18months, then it's free. Basically unless you have £105 spare then you're stuck with them for another 18minths.Shocking. I would rather drink my own piss than sign a contract with Plusnet.
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2016-02-27
- Comments
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Slow broadband, lied to by customer services, carried on my contract after they were supposed to cease it and then charged me for it, never reimbursed me all my money even though they admitted they should have cancelled my contract earlier, said it was a cessation charge when the invoices they sent me clearly said otherwise.
- Location
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- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2016-02-26
- Comments
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Joined 26/1/16, was meant to have broadband as of 18/2/16 still waiting for the router. Phone customer services - 30 minute wait. Try to do chat online 10 customer queue then kicks you out.
Can't comment on speed as not got it
Customer service experience - Not a happy new customer. At the moment I want to cancel my contract as paying for a service I haven't got!!!
Only compensation offered so far was free P&P!!
- Location
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- Location
- Kirkoswald
- Reviewing
- Plusnet
- Date
- 2016-02-25
- Comments
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Anyone considering broadband please choose another service provider, signal where I live is both rubbish and very unrealisable. Technical support a waste of time, their solution I should buy a better router. Talked into renewing my contract when I was leaving, and service remains nonsensical. What a waste of money.
I guess I will take to the ombudsman and make a formal complaint. I can't even get a consistent signal sat less than a metre away from the router.
- Location
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- Location
- Hackney
- Reviewing
- Plusnet
- Date
- 2016-02-25
- Comments
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The broadband is not working since few days,issue not fixed,we won't know when is going to be fixed.Poor customer service,we are loosing business because of it,and there's no compensation for that.
Would not recommend this company
- Location
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2016-02-25
- Comments
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I've been with Plusnet for 3 years, I signed a 2 year contract a year ago but they've now increased my line rental by £30 a year! Surely, a contract that states the line rental is £155.88/year for 2 years should be adhered to ? Yet, if I wish to cancel I have to pay £4.30 a month for the remainder of the contract. I really don't know how they get away with it. Seems the laws in the UK only work in favour of the supplier!!! Regarding Plusnet service - line speed's been good but customer service now is appalling. Typically 30 minutes wait to get through on the 'phone. Seems to me that broadband and 'phone users are getting ripped of in the UK.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2016-02-24
- Comments
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Shocking service, they took over two months to install it and were not helpful at all
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2016-02-24
- Comments
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This company has staff that lie do not return calls and the worse customer service I have ever experienced.
Use another provider for peace of mind.
- Location
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- Location
- Spalding
- Reviewing
- Plusnet
- Date
- 2016-02-23
- Comments
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Switched to plusnet broadband and 3 weeks later still have no router and no internet. Avoid plusnet at all costs. Absolutely useless
- Location
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- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2016-02-23
- Comments
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Writing this as I wait on support line (30mins so far) to discuss my 6 week old fault. Hands down worse support system I've experienced, it would be better if they just didn't answer. You get a response just not a solution.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2016-02-23
- Comments
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I joined Plusnet at the beginning of the year. I have used other providers before with the usual niggles but no huge issues. I joined PLUSNET because they advertised as being excellent on customer service but they have been the worst I have used. The connection process was terrible. I had to chase the router as they forgot to despatch it. Once I had the router they did not turn on my broadband which I had to chase. They told me it would be on the following day once their "suppliers" had enabled it but I had to chase again the following morning because they forgot to switch it on their end. They were more than happy to start billing me though even before the "service" started. If you want to buy something they answer the phone really quickly but if you want customer service for a problem you will be waiting normally about 30 minutes. The quickest I have ever managed to get through is 20 minutes. If you try to complain their attitude is polite but essentially they say "sorry you feel like that but we do not agree". They seem to feel that an average telephone wait of 30 mins is ok. When you ask them to take any action they are reluctant to lift a finger and proactive is not a word they recognise.
I laughlingly received an email telling me that my broadspeed was about 7mb and how wonderfully they are doing - it may be 7 at the exchange but at my house actually it is less than 2 (checked by myself and an openreach engineer) so that is a downright lie. I am just astounded that they think people believe them! As soon as my contract is up I will be leaving them DO NOT DO NOT USE THIS COMPANY. HOW THEY CAN MARKET THEMSELVES ON THEIR EXCELLENT CUSTOMER SERVICE IS BEYOND ME AND IN MY PERSONAL OPINION IS BORDERING ON FRAUD!
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2016-02-22
- Comments
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I was lied to when taking out my product and would not have signed up had I known. Resulting in bills much higher than quoted when selling. However by the time you get the bill you are outside the leaving stage and are stuck with them. Also very hard to try and get an actual breakdown of your bill - this should NOT be difficult to find PlusNet! Appalling customer service if they EVER answer the phone. Website pages are also unavailable - I have currently been trying to pay my bill for 2 days as they NEVER answer the phone and the webpage to do this is unavailable. Learn from my mistake and do not join Plusnet.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2016-02-22
- Comments
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Used to be good but now ... have slowly become the Ryanair of broadband providers
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-02-22
- Comments
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Poor (appalling slow to non existent for 11 days from Thursday, 11 February to date) home ADSL broadband (Plusnet) Internet service and poor customer service (slow to non existent).
- Location
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- Location
- uckfield
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
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Good Luck trying to do anything online if more than one person in the house is online already.
Don't bother trying to stream anything in the day time.
If you need to do anything, make sure you have multiple hours free for the inevitable lack of service.
You would of thought by 2016 that broadband would be up to scratch but obviously not.
It doesn't matter how good your Customer Service is if you are barely delivering a service to start with!
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
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Worst internet provider going. Constantly cuts out and when it is working download speed is a third of what we are paying for. Spoken to customer services on a weekly basic and they constantly refuse to do anything about it. Now given up and waiting for contract to run out. Best advice to anyone, pay more for a more reliable company who actually care about the service they are providing you with.
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Location
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- Location
- North Shields
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
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Diabolical!! The worst broadband speed ever, or lack of. Have performed numerous speed checks on the speed, generally get download speed of 1 Mb and less on the upload, stops working on average 4 times a day and to be completely honest haven't had broadband for 2 days (4g is a godsend), have signed back up to sky whom we left because the broadband was kicking us out once or twice a week, plusnet are not interested in any problems as long as they get your money, please steer clear of this company they are a waste of time and money
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2016-02-20
- Comments
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First of all my telephone line failed.....fixed....then my internet connection died....partially fixed but now intermittent....now my telephone doesn't work again! 45 minute wait on the telephone for tech support.....is that really acceptable? I would suggest that no-one signs up with them until they get their customer service sorted out.
- Location
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- Location
- Plymouth
- Reviewing
- Plusnet
- Date
- 2016-02-19
- Comments
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Where do I start! Let me give some serious warnings to anyone even thinking of going to plus net – DON’T. THEY ARE NOT THE COMPANY THEY ONCE WERE.
1. After about 1 hour of conversation with a female representative, they changed my personal email settings rather than my business email settings.
2. Only after I could get no personal emails for about a month did I find out that this had happened – to be told that they could not put the email access setting back to where they were originally, NOR could they explain how it had been done in the first place. THIS IS DEFINITLY THE WEB PROVIDER FOR ANY TERRORISTS AS THEIR TECH TEAM ARE UNABLE TO SUSTAIN THE EFFICACY OF YOUR EMAILS.
3. After many hours of conversation I discover that the total email memory allocation is a measly 1GB, Ok for personal use – just but next to useless for business! IT GETS WORSE, plus net then inform me that if we have 5 or 6 business email addresses then the 1GB is shared out amongst them, bringing it down to a paltry and puny 150KB or less. Now in some businesses that can be reached in a day with pdf’s and pictures etc , when confronted with this pathetic allowance I could almost here the plus net shoulders being shrugged and the response of “too bad” issuing forth – and it did. I should have read the small print “buried” somewhere on their website they state. When I stated that the contract/package was taken out with plus net as we wanted phones, internet/broadband and emails all under one roof so as to ensure the efficacy of all that we do and that this was explained at the time, plus net simply stated (and I could almost sense the sneer) that plus net email addresses are an added benefit and not a guarantee to their service. THAT’S RIGHT - NOT ONLY DO YOU GET THE SMALLEST TINIEST EMAIL STORAGE ALLOWANCE IN THE UK, NOT ONLY CAN PLUS NET CHANGE YOUR EMAIL ACCESS SETTINGS AND DISTURB THE CHRONOLOGICAL ORDER OF YOUR EMAILS (TRY TAKING THAT TO COURT) BUT THE EMAIL ADDRESSES ARE ONLY AN ADDED BENEFIT AND YOU CANNOT COMPLAIN OVER ANYTHING PLUS NET DO WITH THEM!!!!!! AND THIS IS FOR A BUSINESS THAT COULD AND WILL SPEND YEARS AND A FORTUNE PROMOTING AN EMAIL CONTACT ADDRESS. BARE IN MIND THAT THIS IS AT THE BEGINNING OF THE CONTRACT CAN YOU IMAGINE WHAT IT WILL BE LIKE PORTING THOSE EMAIL ADDRESSES AT THE END OR KEEPING THEM LIVE. MY ADVICE DON’T CONTRACT WITH PLUS NET
4. I then asked if we could be released from the two business contract (baring in mind that one of the lines they failed to actually take over when promised and we were being asked by BT to pay for the line at the same time as plus net were looking to get paid), to be told that they would have to review all the tapes and recordings of the various conversations, I asked for a copy, they replied that they might not have them all and that a subject access request would cost £10.00 – I suppose under some BS data protection act misuse. Now plus net wont discuss any matter with my complaint, nor refer to the conversations without me paying an extra £10.00 to get the recordings they rely on to enforce their contract – what a total rip off.
THIS IS BUT HE TIP OF THE ICEBERG BUT TO CONCLUDE – I HAVE BEEN WITH TALK TALK – CERTAINLY NOT GREAT GREAT, PREVIOUSLY WITH TOUCAN – PRETTY GOOD UNTL TAKEN OVER BY TALK TALK – NOW PRETTY BAD, PREVIOUSLY AGAIN WITH TISCALI – AGAIN PRETTY GOOD UNTIL TAKEN OVER BY TALK TALK, SAME THING SEEMS TO HAVE HAPPENED WITH PLUS NET PRETTY GOOD UNTIL TAKEN OVER BY BT – NOW PRETTY AWFUL.
SIMPLE ADVICE – DON’T GO TO PLUS NET THE SERVICE, SUPPORT AND ATTITUDE IS NOT WHAT THEY PRETEND TO BE, THEY CERTAINLY DON’T DO YOU PROUD, THEY SIMPLY DO YOU!!!
- Location
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- Location
- Coldingham
- Reviewing
- Plusnet
- Date
- 2016-02-19
- Comments
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Every time I have called customer services I have a min 30min wait and they never apologise for the wait. Last time I asked why no apology and the guy became quite indignant and abrupt. I see PNet are currently doing deals for for phone and broadband for £15.99. My last monthly bill was £52.69 yet I get no breakdown of this. Now they want to charge me £150 if I cancel...
- Location
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- Location
- Ealing
- Reviewing
- Plusnet
- Date
- 2016-02-18
- Comments
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Worst broadband ever! Extremely slow and you get what you pay for. The most slowest and annoying broadband ever... not going to be joining here again. Glad i'm going back to BT. Plus net is such a nuisance
- Location
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- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-02-18
- Location
-
- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2016-02-18
- Comments
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Let's be honest, all big telecos are dreadful but these guys make a big thing about their customer service and that was one of the reasons we chose them. Well, my experience was that they were equally if not more terrible than the rest.
- Location
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- Location
- romford
- Reviewing
- Plusnet
- Date
- 2016-02-17
- Comments
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Customer service is very poor, if you have any problems record and make notes of any telephone calls ( time and dates of conversations) As plusnet will always go with there operative and will refuse to put you through to a manager
- Location
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- Location
- Dromore
- Reviewing
- Plusnet
- Date
- 2016-02-17
- Comments
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Excellent broadband provider.
- Location
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- Location
- batley
- Reviewing
- Plusnet
- Date
- 2016-02-16
- Comments
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i joined plusnet before BT bought them out and they were fine , since BT the service is garbage slow speed on both home and workshop 5 miles away so cant be pc fault , what have plusnet done , nothing , and good luck trying to get hold of them without having to wait 40 mins
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-02-16
- Comments
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Dire. Bought the business supply. Plusnet promised fibre speed 28-38mbps but it's 16 at most. They promised to connect it in 3-5 working days but didn't see anything wrong with 7.
A fortnight since the internet was (eventually) switched on, they have told me it is slow and they expect me to do all the diagnostic tests for them, try another router (from where?), mess around with the BT socket etc. Wish Virgin provided fibre here!
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-02-16
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-02-15
- Comments
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please AVOID this company. It is the worst customer service, broadband speed and reliability that I have ever encountered. I cannot even load a picture on face book !!! They won't do anything and I am tied in to a 18 month Contract. I am going to try and get out though, everybody needs to take it further than leaving a review on here, you need to take it to the consumer ombudsman, otherwise they will keep getting away with it !!!
- Location
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- Location
- maidenhead
- Reviewing
- Plusnet
- Date
- 2016-02-14
- Comments
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worst customer care i ve every experienced. Internet did not work, no tech follow up, bills wrong, even after id left and received confirmation of a clear account ....6 months i get a demand for missed payments...they ARE USELESS.....so bad i gladly ran back to BT!
- Location
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- Location
- west-midlands
- Reviewing
- Plusnet
- Date
- 2016-02-13
- Comments
-
plusnet is the worst internet broadband provider. avoid using them.
i switched from sky to plusnet to save. they took payment from me when i signed up with them. my internet was supposed to be on a week ago. everyday i keep calling them, im put on hold to then be transferred to another department where i am put on hold again. On average i am on hold for 45-50 mins. they keep saying that my internet is delayed because of their supplier, which is really none of my business. i need internet everyday to get on with things but because of their crap service i have to go out of my house to sit in a mc donald or subway or wherever they offer free wifi. i have to spend money at mcdonald or subway to be able to use their wifi, however at night i have no access to internet. it's really boring and annoying.
this has been going on for a week now.
i am disgusted with plusnet. signing up with them was the worst move i've made.
they are absolutely crap.
to save you stress, dont go with plusnet.
cheap is not always the best solution.
sky was the best of them all and i left them but i will go back to them because after an 18 months contract with them, not once i had to call them for an issue.
if you want the best fibre optic, customer service etc... go with sky or if you are already with sky, stay with them.
- Location
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- Location
- wolverhamptonj
- Reviewing
- Plusnet
- Date
- 2016-02-13
- Comments
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Be very cautious about joining this company. If you see an advert on tv or on the website offering cashback , unless you say the word cashback you won't get it. The sales person will omit the word earning him a commission and saving the company money. BE WARNED
If you are a customer and want to add BT Sport to your package you pparently need super fast broadband. Don't assume that it is a one year contract. The sales person won't tell you earning a commission and making the company a further years money. BE WARNED.
They charge you for unanswered calls - 26p to landlines and 29p to mobiles because they have to use a network partners with British Telecoms. Contrary to Ofcom guidelines plus if you ask for a specific reference for these charges in their terms and conditions you won't get one , probably because there isn't one. BE WARNED. And when you have had enough of unavailable online website and lengthy waiting times - up to an hour sometimes don't bother writing tom, their CEO,Andy Baker because he hasn't got the decency to reply. BE WARNED.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-02-13
- Comments
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Was expecting big things with this company!!! Thoroughly let down still no broadband date keeps getting put back - I've made so many phone calls plusnet blame BT as there provider and BT came out and said no reason why broadband can't be switched on -between myself and my husband we've both taken time off work unpaid for an engineer to call -absolutely fed up and our daughter can't get online to revise for upcoming exams- wish we had stayed with our last broadband provider - so stressed out with this company and very angry
- 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.