3,751 Customer Reviews over 94 pages
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- Location
- shrewsbury
- Reviewing
- Plusnet
- Date
- 2017-12-12
- Comments
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Absolutely awful company. Supposedly care about customer service- 45 minute hold times, then all they do is shuffle your issue between departments until they go home. Easilly spent 2 hours each call on average for the last 6 weeks. Told me I could connect fibre broadband, then changed their minds, but wouldn't let me leave their service without paying a cancellation fee for THEIR MISTAKE until they'd tried to fix it. Asked them how long that would take, was told "could be months". When they finally did call it a day, they still wouldn't offer me a reduced price standard broadband, trying to charge me MORE THAN FIBRE WOULD HAVE COST! Absolute con artists. Avoid, better to pay the little bit extra for a real broadband provider.
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-06-02
- Comments
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Absolutely dreadful. Stuck with them until my contract runs out unless I want to pay over £100, but can't change a direct debit date, charged more for paying with a debit card. Rubbish customer service (with added attitude!) Terrible connection. Overall simply DO NOT use!
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-04-11
- Comments
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I have just finished my first year with PlusNet and the broadband speed and reliability has been good.
However, the problems started once my discount ran out after 12 months and my bill was hiked up, I spoke to them on multiple occasions to try and agree a reduced price for signing up to a new contract, but had 2 issues with them.
Firstly, I was on hold for at least 20 minutes before I could speak to anyone every time I tried to phone them (sometimes it was even substantially longer than that!)
Secondly, the only thing they would offer me was a couple of quid off a month if I signed up to a new 24 month contract. But this was still £10 more a month that what they would be offering me if I was joining as a new customer and would only have to sign a 12 month contract. As a result, I switched to a new provider.
So in summary, if you have no need to have to contact them then the first year is hassle free and reasonable cheap, however if you do need to contract them then make sure you have at least the next hour free before trying.. Then after the first year they’ll just rip you off!!
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2017-01-05
- Comments
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I have been completely conned into a 12 month contract for broadband by PlusNet. I specifically asked for confirmation in writing that once fibre was available in my area that I could upgrade to a fibre package without penalty. I received the confirmation so promptly signed up, my local council recently informed me that fibre is now live in my area, BT are offering it amongst others but PlusNet won't because it's the wrong type of fibre, FTTP instead of FTTC! I was not made aware of this potential issue and am now stuck in contract with them. They take an absolute age to answer the phone too. Steer clear they are not worth the hassle.
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2017-11-24
- Comments
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I upgraded from 17 mbs to 35 mbs several months ago for a cost of £7.99. The maximum speed achieved has been 22 mbs but consistently the speed falls below 17 mbs. I contacted plusnet who carried out some tests their end and then walked me through tests my end. Having discovered no issue I was told the matter would be escalated their end and I would receive a response within 10 days. I chased them for the response but once received it just suggested I did the tests again my end which I did and no change occurred. I contacted plusnet and was told it would cost me £60 if an engineer attended and no issue was found on their side. I decided I could not afford £60 and I would monitor the speed over a period of time. No improvement has occurred so I am now raising a complaint but not expecting resolution but just an enablement to raise the issue with the ombudsman.
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2022-07-18
- Comments
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Do not use Plusnet! They are absolute liars, they do not get back to you when they promise to do so, they take over 20 mins to get through to on the phone every time and sometimes a lot longer. I’ve had to wait 25 days to get connected to broadband after my move. And no mobile signal in my area unless in the garden. Do yourself a favour and go with BT! I certainly will as soon as my contract is up. I don’t want to give this bunch of cowboys another £ more!
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2018-11-19
- Comments
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Awful service, really disappointed considering the adverts.
Called to make an order, fairly painless - then got a text that they'd changed the date for the engineer. Fair enough, happens but meant this wouldn't work for me so cancelled the order.
I had my 80 quid returned then taken back 5 days later on the 5th of November. It's now the 19th and I'm still waiting for this to come back after 14 days and three calls including a 40 minute, 20 minute and 40 minute wait on the phone to a charged number. Not only that, the ticket was responded to on the online helpdesk by me on the 6th and have had no response since, what a joke. Would never recommend, will never use again.
Was really looking forward to the high levels of service reported too.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2014-09-26
- Comments
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Useless. Customer service is poor and patronising - it can't be THEIR fault, it must be someone else's. Moving to another provider ASAP.
- Location
-
- Location
- shropshire
- Reviewing
- Plusnet
- Date
- 2017-12-10
- Comments
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I previously commented on how poor Plusnet had been rating them 1 star under each marked category but I have since been contacted by a service rep called Rob Selby who has recovered the situation somewhat. Rob took ownership of the issue and arranged for a BT engineer to call. The engineer did his stuff and it seems my issue is caused by Wi Fi speed which is not guaranteed. i am not 100% convinced as I had previously carried out the same tests using a hardwire and the speed was always low, so i have decided to monitor the situation over the next two weeks. I can,t fault Rob and therefore I have upgraded my marks.
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2022-11-10
- Comments
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Had a telephone issue that I diagnosed as an exchange fault from Internet sites. Went onto Plusnet robot problem solver that went through various checks quickly and decided that I needed to talk to a human.
A cheerful Plusnet guy with a "proper" Sheffield accent rang me. Went through some more checks and agreed with my diagnosis. He reported it to Openreach, told me how long it would take to solve and assured me that Plusnet would be checking to see that it was done.
He then asked me how Broadband was working and is sending me a more up-to-date router free of charge.
Fantastic Service!
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
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I've been with plusnet for a while and it started off OK. However, it went downhill when I moved house and more recently, trying to cancel the service due to a house move and dissatisfied service. Briefly put.. Didn't have acceptable broadband in the property for 3 months after moving in. Granted not all plusnets fault but didn't help. Also Had to either pay a 'moving fee' or committ to a further 24 months (swore he said 18 months, but they have it on record allegedly). Should have told them to do one then and get a better deal elsewhere, but gave them the benefit of the doubt. Had technical issues a few months later and was told it was the router, so to resolve it, I either had to pay £50 for another one or commit to ANOTHER 12 months. I said no thanks and have had to put up with poor internet until contract runs out. Moving again, leaving contract early had to pay £91 cancellation fee. I don't care if they're from Yorkshire, bad service is bad service.
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-12-07
- Comments
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I wish I hadn't changed from BT. The Plusnet router just keeps dropping out and even when it does work it's incredibly slow. This didn't happen with BT. Getting in touch with Plusnet is not easy and when you do think you've resolved a problem it never actually is. Plusnet are absolute rubbish and I can't wait for my contract to finish so that I can get back to BT
- Location
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- Location
- sidcup
- Reviewing
- Plusnet
- Date
- 2020-08-20
- Comments
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worse customer service very rude, no help, very poor quality service may be cheaper but iys not worth it keep away
- Location
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- Location
- Sidcup
- Reviewing
- Plusnet
- Date
- 2019-01-13
- Comments
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I have just re- signed( BUT MAY NOW CANCEL and move to Sky) with PLUSNET but the customer service has deteriorated very badly . I am trying to pay my line rental saver and the system isn't working , and over the past 4 days web chat hasn't been available and call waiting on the phone was 40 minutes yesterday and is 20 minutes today- I have a life to live and they have competitors
- Location
-
- Location
- Sidlesham
- Reviewing
- Plusnet
- Date
- 2011-04-06
- Comments
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Was with them for two years after leaving BT due to enjoying a month of downtime plus a customer care package earlier than Neanderthal.
All fine so long as nothing went wrong - then Plusnet show their true 'colours' - "Tech Support" insist on you first purchasing new router, line filters and even suggested I should cart my systems 'to a neighbours' to prove it all worked BEFORE they would actually "DO" anything ! A useless set of plonkers - AVOID AT ALL COSTS is MY opinion !
If you have to deal direct and handle all your own repairs, then you may as well cut out the "Plusnet Middleman" and deal with BT !
I live in a small village away from a large city environment, so BT with all their vexatious "terms and conditions and exclusions running to 80 pages of microprint apply" and a "Helpdesk" in India can sometimes actually be the only option.
The only "good" thing about Plusnet was the MAC code to LEAVE !
- Location
-
- Location
- Silsden
- Reviewing
- Plusnet
- Date
- 2016-09-07
- Comments
-
Terrible, horrible provider. Had standard broadband from 2012 with plusnet and we decided to upgrade to their fibre. At first we were expected to get FROM 64mbps download, then it dropped to 30mbps download, and now it had settled at 15. Which is exactly what we had with the standard broadband. I do not un-recommend plusnet enough. The upload speed was also meant to increase to around 2mbps, however that has dropped to below 1mbps.
To cancel this contract it will cost me £325.
*The plusnet 14 day trial thing isn't a real thing. They sent the router out after the trail was finished, so we had no option to cancel.
- Location
-
- Location
- skegness
- Reviewing
- Plusnet
- Date
- 2017-04-02
- Comments
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DO NOT BOTHER CONTACTING TECH SERVICES FOR HELP. I HAD NO INTERNET DUE TO DNS SERVER NOT RESPONDING. THE MAN COULD NOT HELP ME SO MY NEIGHBOUR GOT MY INTERNET BACK ON. RUBBISH SERVICE.
- Location
-
- Location
- Sl6
- Reviewing
- Plusnet
- Date
- 2019-02-08
- Comments
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Awful service and always dropping out they TOLD me that to get decent coverage I should invest in a decent router!!!
Phone charges are extortionate 0/10 is a true reflection of its value
- Location
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- Location
- Slaithwaite
- Reviewing
- Plusnet
- Date
- 2017-05-04
- Comments
-
Oh dear what a disaster... so it took an engineer 8 hours to configure the router. Took me 3 calls to tech support minimum waiting time 20 minutes... and the speed to the router 30MBs. From the router to any device by wifi in a 3 bed stud partitioned semi ?? 1 to 15mbs! Truely woeful hardware (i.e. Modem/router) and terrible wait times to speak to a human, well unless you call up to leave!
So fated around with splitting out 2&5 GHz wifi and changing channels. The advice from tech support; yeah our hardware is poor buy a 3rd party router. The advice from customer service: not our fault the wifi signal is poor.
£124 to leave but worth it.
Avoid, avoid, avoid.
- Location
-
- Location
- Sleaford
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Location
-
- Location
- Sleaford, Lincs
- Reviewing
- Plusnet
- Date
- 2014-06-30
- Comments
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Left Plusnet a year ago to go back to TALKTALK (who really, really do have poor customer service) this was mainly because my existing TV supplier no longer offered Sky Sports on a monthly basis. Bad move!!! have bought myself out of the contract to return to Plusnet.
Changing back to Plusnet and switching to fibre has been a good experience. A few teething problems and a misunderstanding were quickly and efficienlty sorted by friendly staff who knew their stuff and held real conversations rather than just finding a relevant(????) part of their script to read.
It's great to be back - can't understand most people's comments. Perhaps it is like other walks of life - doing a good job is only what people expect and therefore do not comment, whereas the relative few with bad experiences make a lot of noise.
- Location
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- Location
- Slough
- Reviewing
- Plusnet
- Date
- 2015-02-27
- Comments
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Im with plus net since June 2013 I Switched to fiberoptic June 2014 not had any single issue with speed and reliability I highly recommend fiberoptic then normal broadband & their customer service is five-star and prices are very reasonable.
- Location
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- Location
- Slough
- Reviewing
- Plusnet
- Date
- 2015-11-08
- Location
-
- Location
- slough
- Reviewing
- Plusnet
- Date
- 2015-02-17
- Comments
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Hi I am a new customer to Plusnet, when I join the service they told me my line speed is 2meg which I will be getting, I was getting this speed with sky before, but after joining Plusnet I am not even getting 1meg. When I called them they said the speed we told you was estimated and they is the speed you will get. I will not recommend Plusnet to anyone and will leave asap.
- Location
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- Location
- slough
- Reviewing
- Plusnet
- Date
- 2014-11-08
- Comments
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five star customer service very happy with plusnet every time I need any help they deal with very professional way highly recommend plusnet recently got new contract with unlimited fiber they offer me very good price without any connection fee
- Location
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- Location
- Sm11ex
- Reviewing
- Plusnet
- Date
- 2017-03-17
- Comments
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Don't trust those. When they selling u their package.they gone promised u excellent service once u sign the case contract they let u down... be careful don't trust them
- Location
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- Location
- Smalley, derbyshire
- Reviewing
- Plusnet
- Date
- 2017-08-13
- Comments
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The service is shocking. The speeds are always low and the service is always dropping out. No consistency at all.
The customer service reflects this. The queues are always in excess of 30 mins long to speak to an advisor and then it takes 2-3 days for the faults team to even ring you back.
Even the staff admit that the customer service wait times are appauling, surely this reflects how bad the service is with the number of customers having to ring in. We paid for the fibre service but rarely hit speeds over 6.
- Location
-
- Location
- Smarden
- Reviewing
- Plusnet
- Date
- 2021-03-27
- Comments
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Previously I had TalkTalk who were quite frankly......shocking. Then BT who were fine but expensive. Now PlusNet and they combine the best of BT and the price is reasonable. Billing system could do with improvement.
- Location
-
- Location
- Smit
- Reviewing
- Plusnet
- Date
- 2016-01-25
- Comments
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Terrible customer service. Leave you waiting in all day for an appointment. Turns out it was cancelled and there is no way of notifying the customer. Their excuse is the computer system needs to be upgraded and there is nothing they can do. They don't even apologise for it. When I complained they said I would have it set up in a week. They I got emails saying it would be a month. They didn't even offer a refund of the £49.99 I had paid for the engineer's visit which they cancelled without telling me.
They write tickets that don't make much sense. When you add comments they ignore them and put the ticket on hold for review in a week.
All in all they were useless and rude and I have no idea how on earth they have won a customer service award from Which?
- Location
-
- Location
- Snettisham
- Reviewing
- Plusnet
- Date
- 2019-03-10
- Comments
-
If I could give negative scores I would. Have been a customer for years and initially Plusnet were brilliant and I recommended them to many friends and family. Unfortunately I have had problems for over two years, still not resolved and now a worse situation because they “ceased” my line in error and now there is no space for me to get back the fibre broadband I did have, albeit intermittently. Their customer service do not listen properly, you cannot make a complaint properly and they do not respond to their “ticket” system. All in all a very bad experience.
- Location
-
- Location
- So16 8eu
- Reviewing
- Plusnet
- Date
- 2017-01-27
- Comments
-
Upgraded to fibre broadband and is no different to what we had previously.
But paying extra each month. To access internet have to knock out wifi on phones at home......joke!
Given up trying to phone as you are waiting ridiculously long periods to get an answer from customer services.
Trying to find out how long we have on contract but to no avail cannot find out anything on our account.
Totally frustrating and waste of money
- Location
-
- Location
- SOLIHULL
- Reviewing
- Plusnet
- Date
- 2016-03-23
- Comments
-
Broadband Speed of .11
Its like watching paint dry!
They have the cheek to charge me for this insult.
Left Virgin because they could not supply a Phone,none of them can live up to their hype !
Spot
- Location
-
- Location
- solihull
- Reviewing
- Plusnet
- Date
- 2016-01-05
- Comments
-
I joined plus net with a 12 month contract in August 2014 with a basic broadband conection as it was cheaper than the BT broadband I had up to then,as promised I did not notice any difference between BT & my new plus net service for the first three months but then it went down hill from then on with really slow speeds so my advice is stop away from plus net,I now with Virgin with speeds 10 times faster& don't forget plus net will charge you a £30 leaving fee even when you your not in contract,Avoid
- Location
-
- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2016-04-12
- Comments
-
Was with them for ages. Changed to improve broadband speed and that they are only interested in new customers.
1. The ripped me off for £100 up front phone rent.
2. They charged me a fortune to switch their broadband off!(i had been with them for years)
3. They then threatened me to get a further 1.98! after they cancelled my direct debit
Absoloute theivery, avoid them at all cost.
- Location
-
- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2016-09-07
- Comments
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In process of joining Plusnet. Did not realise would change phone number. Rang to request keep existing no . Wait 20 min to speak to someone, can't help ring again said should be able to keep no. Transfers my call after 46 min wait gave up. Tried online chat waited 64 min to chat could not help. Worst service ever , will be cancelling contract if I can
- Location
-
- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2018-11-18
- Comments
-
After I joined Plusnet + fibre they took my landline number and was given another number so all my contacts did not know where I was. and have 100s, etc including doctor, dentist, clinics etc and hospitals etc.
- Location
-
- Location
- SOLIHULL
- Reviewing
- Plusnet
- Date
- 2022-08-09
- Comments
-
Disappointed with speed tests of between 6 - 9Mbps download and 0.44Mb upload. Now paying over £40 out of contract. Pus net said they could not increase unless I refresh my contract.
- Location
-
- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2023-12-22
- Comments
-
Ordered Plusnet broadband earlier today to go live on the 9th, which is the date we move into the property. Received comms this evening confirming activation on the 10th, so I phoned immediately to say it needed to be the 9th and I advised by an adversarial agent that that my request to go live on the 9th, which I repeated to him several times, was correctly interpreted as requesting an activation date of the 10th. When I said, make broadband go live on the 9th he said it would delay activation by 4 days, and given his tone of voice it was clear he was just being difficult! Just rubbish, will shop around for another provider and cancel the Plusnet installation.
- Location
-
- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
-
Terrible company-phone lines always have 20-30 min wait -promise to contact you and dont sell fibre speeds -charge more for fibre speed stays the same -appauling management and company -reported to Ofcom
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2015-06-19
- Comments
-
Been with thema long while (+8 years) and witnessed their helpfulness and value decrease and decrease ... now just another of the pack!
This review is of the last 18 months in which time the reliability has been poor and the the handling of it has been unhelpful. SHAME.
- 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.