Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.6 stars
  • Customer Service
    3.8 stars
  • Speed
    3.4 stars
  • Reliability
    3.5 stars

Based on 1788 customer ratings since 2021-08-14 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,580 Customer Reviews over 90 pages

  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I would never recommend Plusnet. My broadband speed has always been really slow and their customer service is appalling - I'm currently in a 30 minute queue. When you do speak to 'customer services' or tech support - they aren't helpful either. A definite no, no.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I thought that I would write this some time after I left Plusnet to make it less biased. I had the unlimited fibre package plus phone with the mobile and anytime International add ons. Customer service is a pain - you get a message that you have a message and have to log in to your account to find out what it is. The second issue - we were moving home so I had 'booked' a slot for the broadband to be connected 4 days after we took ownership and a few days before we were actually going to move in. Unfortunately that didn't go to plan - once the phone was disconnected for the previous owner and swapped over to the us, we went back into the start of the queue for the broadband connection and received a new confirmed 'booking'. Um, why didn't you use the first 'confirmed booking' that we had made... A couple of weeks later when we finally got the service up and running, the Broadband was fine and no complaints there. The phone however is/was another matter entirely. Even with the package add-ons the phone costs were horrendous. My mistake for not looking at it in enough detail. I did a lot of checking on the broadband but not enough on the phone charges. We make calls to mobiles and internationally - Anytime 300 gives you 300 minutes but you have to hang up the call after 30 minutes or you will get charged extortionate rates. So it works fine if you want to have a stop watch counting down your time whilst you're having a relaxing chat with friends and family... Calling mobiles or other numbers is also an expensive experience. After 3 months of trying to adjust our lifestyle around the high call charges I gave up and paid the £214 cancellation fees to exit the 18 month contract and moved to BT. BT are far from perfect, but I haven't had to remodel my life around ridiculous call charges. The switch has paid for the cost of the termination fees in less than 4 months. So for broadband, no issues to report for the 3 months I used them but steer well clear if you actually want to make use of your home phone.
  • Reviewer
    Location
    Salisbury
    Reviewing
    Plusnet
    Date
    Comments
    I tried to switch to plus net - the service I received was dreadful. The engineers visit did not go a head as planned twice and no one contacted me, I constantly received emails asking me how I wanted to proceed with my order and had to spend hours telephoning to tell them I wished to continue only to be emailed the following day with the same question. There call centre is a waste of time - it my be free phone number but it takes nearly an hour to talk to someone only to be placed on hold again!
    I would definitely not recommend them - cheaper they may be than some, but peace of mind, trust, confidence and custom service are worth the extra because you won't get any of these with plus net.
  • Reviewer
    Location
    northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    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...
  • Reviewer
    Location
    Cheshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Couldn't tell you how good their broadband is because it's now 3 months after we placed the initial order and we still don't have an engineer date. Have been promised updates in 48hrs for months now. Have to keep telling them the same things over and over again and they still do not progress the order. Do not use. They are abysmal.
  • Reviewer
    Location
    Wetherby
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Can't fault them, the phone package was connected a day early and so was the ADSL. I was kept informed all the way by text and e-mail and the speed is faster than my previous ISP (Sky).
    The icing on the cake is the money I'm saving as well!
  • Reviewer
    Location
    Cornwall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    There was only a short wait the last time I used Plusnet's helpline a few years ago but I was in for a nasty surprise when my internet went down yesterday. With an estimated wait time of up to an hour I wrongly assumed there was a major failure at Plusnet's end and decided to try again when the helpline re-opened this morning if there was still a problem.

    Despite making a call dead on 07:30 I still had to wait 20 minutes before being connected to an advisor. I have to say the person I spoke to was very efficient and knowledgeable and soon helped me resolve the problem. However, the average wait time today was 47 minutes which is completely unacceptable and is very much at odds with the claims made in their TV advertisements.
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible service, on hold for nearly an hour, being passed from pillar to post trying to sort out their error. Totally incompetent. Cancelled my debit and in a month after cancellation got bombarded with emails and texts chasing my monthly payment. Shambles! Look like a friendly local internet company has become too big for its shoes.
  • Reviewer
    Location
    Swardeston
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Average Internet speed is very poor
    It's better than dial-up, but third world compared to other areas
  • Reviewer
    Location
    Surrey
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Diabolic service so bad I can't even begin to say.....I'm out of contract now thank god and I will be moving today. AVOID PLUSNET AT ALL COSTS.....god knows how they can claim industry leading customer service!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet set our connection up incorrectly and sent our router late. It took 4 weeks to get connected. You have to wait over 45mins on the phone to speak with them. The internet speed is shockingly slow, I bought 14Mbps and have been running speed tests every day with an average of 4Mbps. Cannot watch streamed video. Connection drops out intermittently at peak times. They blame BT for everything but the issue is congestion on their own network. They are the cheapest, the slowest and the worst.
  • Reviewer
    Location
    swansea
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    stay well away , first year with plusnet was ok then during next 18 month contract they asked if i would like to go to fibre optic , i declined. then my speed went to 0.15 mbs i phoned and complained they told me there was a fault in my house , i then changed all cables etc in house still same low speed.i have now found out that they had set my ip profile speed to 0.5mbs which meant no matter what i changed in house or even if bt had built a new exchange plusnet was limmiting me to less than 0.5mbs , so my advice stay away from them
  • Reviewer
    Location
    Gotham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I registered with them on the 2nd June this year and did not get on line until the 28th June as they mislaid the order. Since then I had very low if not non existence speeds on average it is a diabolical and totally unreliable and diabolical service. To contact them on the phone is next to impossible.
    A company like this should be shutdown as they are not fit for service. Do not even think of using them
  • Reviewer
    Location
    Slough
    Reviewing
    Plusnet
    Date
    Comments
    Word of warning: DO NOT USE PLUS NET!
    Worst service And customer service I have EVER had.
    Can never get through to anyone on the phone and when you do you will be transferred around to several different people who ask the same questions! Was on the phone from 2.00pm until 6pm on Saturday to tell them I was moving and needed to cancel the service. Be very careful as they confuse you into signing up for long term contracts! I found out that they had managed to trick me into a 24 month contract (I would not of done this as I was only renting the property I lived in for 12 months) they insisted I had agreed to this and hit me with a £191 bill for cancelling the service early and said they would forward on the email where I agreed to a 24 month contract. They have sent me an email from Plus net only with a note in brackets next to 24 month contract saying (agreed over phone) no email trail from me and no evidence from me agreeing to this. Bunch of rip off Cowboys if you ask me! Looking around and talking to other people, they are getting loads of bad reviews. AVOID THEM!
  • Reviewer
    Location
    Abercynon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you're considering using Plusnet, take it from me, go elsewhere! The phone line is fine, but the broadband is atrocious. It spends more time off than it does working, and every Friday it is off for at least three hours.
    I'm a business and it has affected me so much, I've had to disconnect the best and go with someone else's standard broadband which is 5 gb quicker!!
    When phoning to complain, their standard response is one of two things:
    We can't see a problem, it must be to do with a problem on your end, or
    We are aware of the problem, and we are working to fix it as soon as possible.
    There's a reason they are cheap....Their service is useless.
    (Unless of course you just want a phone line on its own, which has been fine, but oh wait.....No, they don't do that on its own......
  • Reviewer
    Location
    PETERBOROUGH
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Plusnet fibre upgrade has been appalling. Their supplied router is so cheap and weak that it cannot reach further than twelve feet within the house, combined to the fact that the BT Openreach engineer refused to locate the modem anywhere central in the house but insisted it must go in the utility room cupboard where the BT line entered the house - this is at the furthest point from where it is needed! Then when I had no signal in my office uopstairs, they suggested a discount to allow me to buy a wireless extender. This allowed me to connect upstairs but with a maximum speed of 18MB at best - a long way from their advertised 38MB! If I hard wire my laptop into the modem in the utility room (where there is no room to sit) I can get 34MB at best, so the hopeless speeds in the house are solely on account of their useless cheap wifi router. BT, who own this outfit, should be ashamed of their 'service'.
  • Reviewer
    Location
    Stroud
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Waited five days for transfers of service. Customer helpline worse than useless.
    Will be taking legal action over delays and many hours spent online and on phone.
    God knows where they get their customer service people from.
    I would have done better to stick the Ethernet cable up my @@@ And whistle Dixie for all the help I got from them.
    Now seeking legal redress. Lucky to have barrister in the family.
    Please avoid this company,
    They will do you .....
  • Reviewer
    Location
    nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    the worst customer service ever encountered hours on hold each time you call
  • Reviewer
    Location
    Strathaven
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Initially speeds were good, but last couple of months its been off more than on. On trying to call and speak to someone.....the waiting times were 30 minutes+
    Used half my phone allowance getting on line to notify them of fault. We now have a 3 day wait for someone to even look at our line!
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Despite having to pay a hefty sum to get out of my contract, I recently left Plusnet due to their appalling internet supply and lack of customer service.

    I could go on for hours, but briefly: the internet would drop out almost daily (which doesn’t happen now that I’ve switched providers), sometimes for hours and despite them ‘looking into it’; their online troubleshooter more often than not displayed an error message; they got my address wrong multiple times; it took an average wait of 3 weeks for an answer if you asked a question via the online customer portal; my online account details did not list a contract end date; they refused to take responsibility when called out on all these issues and didn’t even offer an early termination discount in light of all the above.
    As a final kick in the teeth, when I called up to pay the final bill I was told there was a 45 minute wait to be put through to a human being! I tried later in the day and it was 30 minutes and then 15, which is still terrible.

    It’s a massive relief to be rid of them and I strongly discourage anyone from using Plusnet!
  • Reviewer
    Location
    Malvern, Worcs
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with them 3.5 weeks ago. There have been various organizational problems like forgetting to actually send the router, and they are still sorting problems with the speed out. The thing I am extremely disappointed about is the amount of time you have to wait to get through on the phone once they've got you as a customer. 50 minutes this evening. With all the problems I've been having since becoming a customer, I have wasted so much time having to hold on waiting to speak to someone. The only reason I went with Plusnet was because it supposedly has a good reputation for customer service. I wish I had stayed with BT whose customer service is not this bad.
  • Reviewer
    Location
    West Mids
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The worst service I have ever received.
    The biggest farce of trying to move home i have ever had.
    Countless lies, no communication.
    I am leaving for a real internet provider
  • Reviewer
    Location
    hastings
    Reviewing
    Plusnet
    Date
    Comments
    dont bother
    we joined plusnet they finally sent an engineer round after waiting for over a month and a half who changed our line over to plusnet and a hour later our phone stop making and receiving calls
    its now 2 and a half months since we first called and we still have no phone or internet
    and dont even bother trying to call plusnet they keep you on hold for over an hour each time we have called to acheive nothing
  • Reviewer
    Location
    southampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Read this before you make a huge mistake signing up.
    This is the worst broadband I have ever had. Be prepared for random drop outs lasting for a couple of mins to a couple of hours Complain and you will be told they are within their rights to have 5 dropouts in 24 hours and they do right when you are streaming
  • Reviewer
    Location
    Godalming
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with them for five years and live out in the sticks. The service drops down when it rains and they seem incapable of understanding this despite repeated calls to service and visits by BT and Open Reach engineers (always on dry day). Not sure what 'Award' they won, but very disillusioned with them and their useless customer service and reliability. A
  • Reviewer
    Location
    anglesey
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with them i week.sorry i bothered
    Faulty router replaced on installation.
    Internet drops in and out reported problem reply "unsure what problem was"
    NOW if you use phone line you lose Internet all together.
  • Reviewer
    Location
    Surrey
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I signed up with Plusnet last August for phone and fibre broadband after seeing the 6 months free fibre offer - what a mistake! Due to a 'systems error' their end we were without any broadband for over 4 weeks, and another 3 and a half weeks before we got fibre. Twice engineer never showed up having organized work days so could be at home. Appalling service, long time delays holding on phone and online chat service couldn't help. Be warned and avoid!
  • Reviewer
    Location
    Stroud
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with PlusNet two weeks ago to escape Sky-high broadband charges. They arranged to take over phone and broadband on November 2. Sky cut phone and Bb at 8.30am PlusNet did nothing. They did not even send me a router. Call to customer service got me nowhere and they at first refused to call me back despite making me wait 30 minutes to speak to someone.
    When they did call my mobile I was told they had a problem with their supplier - that's BT the company that owns them!
    Now told I should get Bb and phone by November 5. There will be fireworks if I do not. Strange thing was they notified me by email - even though I did not have it.

    My first call when I get my phone line back will be to the trading standards department and my solicitor with a view go taking out a county court action.
    Avoid. Avoid. Avoid.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Changed across from BT as prices went up recently (huge mistake).

    On day of fiber transfer phone was connected but broadband went dead. The after a day my phone was cut off. This took a further 3 days to resolve. No engineer (openreach) to install fibre and missed appointment.

    Was then told for two weeks they were trying to cancel previous order and expedite a new order for the fibre. This process took nearly two weeks. Then after all this told the expedite request was refused by openreach and installation in November.

    In meantime connected to ADSL service as clearly no broadband now for over two weeks. The ADSL service is very badly throttled. Even something like youtube buffers constantly. Download speeds as low as 0.1 meg at peak times.

    Advised PlusNet that they are in breach of contract and moving back to BT. Currently claiming I owe over £200 cancellation but as they have failed to provide the product I asked for I cannot see how this could be legally enforced.

    Would avoid this company at all cost serious amount of hassle and a service that is not ft for purpose.

    They also refused to reimburse me for a dongle I had to use during my two week disconnection claiming that was "my choice" and broadband is a "variable service".

    Completely useless outfit.
  • Reviewer
    Location
    Kenilworth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Generally the broadband connection was okay, though with intermittent loss of service. However, when it came to disconnection on moving out of the house, the service was very poor and inefficient. Has put me off using Plusnet again.
  • Reviewer
    Location
    johson
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    customer service rubbish keep losing connection with broadband
  • Reviewer
    Location
    Surrey
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet are appalling.
    I complained for over a year re our service and finally took our case to CISAS. Immediately upon doing so Plusnet deleted my entire 'support ticket' history from my online account details.

    They're routinely patronising and dismissive. They're also completely ignorant of the technology they're supposed to be supporting.
    As they're part of BT I find it unbelievable that they "don't share information" or at least that's the excuse I was given every time I asked for an update on our complaint- "we don't share information between engineers".

    My only suggestion would be to complain and take your case to CISAS. I won our case and CISAS told them to give us compensation for our time and effort involved in trying to get them to actually do something.

    Appalling, rude and utterly useless.
  • Reviewer
    Location
    Truro
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overall very poor response times on the phone line. Minimum wait 25min maximum wait 1hr 4min over 18 calls to the billing line.

    Fromthe first bill i was over charged 6 phone calls to sort that out over the first 3 months of the contract.

    On the final bill they decided to put cancellation charges on. Although i had been with them for 21 months on an 18 month contract.... i refused to pay and they called in a debt management conpany..... asked to speak to a manager they cancelled the charges but not the debt management company..... 12 phone calls later i have had to pay the money and i'm now trying to get the money back from Plusnet....m

    Moral of the story never pay anything you genuinely belive you shouldn't have to pay. Never go with Plusnet or BT and soon to be EE.... All the same company...

    If you want a good broadband conpany with good customer service look in Germany.....
  • Reviewer
    Location
    Norwich
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely hopeless all I want Plusnet to do is move my old phone number from Virgin over which they promised would be no problem. After three months of being lied to by endless different people I'm stuck with a phone number that no one knows. It seems impossible to get a resolution to this problem. Do Not Use Plunet.
  • Reviewer
    Location
    Enfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Decided to sign up after having received extremely bad service from another provider. Their connection is contended even the unlimited package, which means they can put bottlenecks on your service when more users are connected. Their service keep insisting on charging £30 upwards even when you have finished with your contract. Penalty for leaving them. Definitely certain against the broadband code of conduct but nevertheless it is here. Charging is erratic much like many other top providers. Even though all companies are on the same BT open reach network, they want to charge ridiculous money for engineers visit. Even though if your line does not require one as connections are remotely activated by their services.
  • Reviewer
    Location
    Newcastle upon Tyne
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I dont write reviews, but the impression I got from Plusnett customer service forced my hand.Changing contract midway,and not being able to cancel due to being jumped from one agent to another not to mention being kept on hold for ages (not exaggeration) be prepared to hold.Then being told by different agents I do not have to pay to leave & ending up paying even though was told not to. I wish I had recorded conversations between agents but never had foresight.Never again in whole Plussnett your service SUCKS & has left a bad taste. I would not recommend you to my enemies.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Been with plusnet for nearly a year and it's been ok. not good, not bad, just ok- not as good as the service we had with BT previously but as we got a good deal at the start you can put up with occasional slow speeds and the wifi disconnecting regularly. However, we're moving house and I need to either move our service, set up a new one or cancel and I can't manage to speak to anyone on the phone to arrange this. the homemoveing team are not available for all the advertised customer service hours, neither are the cancellation team- I have spent about 45 minutes waiting on the phone to either a) give up waiting after 20 minutes b) speak to someone who couldn't help because certain teams finish at 8pm or c) wait on hold for 17 minutes just to get cut off! I have now been told (by online chat assistant) that I can cancel in writing which is what I'll be doing and going back to BT where they answered my call immediately and were able to give me all the info I needed right away. Award winning customer service?? I don't think so!!
  • Reviewer
    Location
    Holyhead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid if you wish to remain sane!
    My elderly father was enrolled with plusnet by his computer guy. What a rubbish deal! He only occasionally uses internet but his bills were around £35 a month, higher than ours and my hubby is hardly off internet and I am constantly on the phone. When I took over handling his affairs I complained and he had a reduction to just over £29 a month.
    The biggest problem is the contracts! When he moved house a year ago they conned him in to a new 2 year contract. He moved again yesterday and were told that to get the neccessary phone line installed we had to have a new 2 year contract. I reluctantly agreed as the phone is vital! I wasted 6 hours waiting for the engineer to arrive and then I phoned customer services on a mobile. What a joke!!!! The usual half hour wait, then transfered and another long wait, put on hold yet again by a rep who kept repeating the same mantra, not listening to my concerns and getting shirty with me when I got cross! They nsisted that the engineer had visited the flat and no one was there. To access dads flat you have to report to reception and request access via the security door and sign in. This was not done but I was apparently not telling the truth. They also said he tried to phone my mobile but I had no missed calls logged and no messages! We told them we consider them to be in breach of contract, having been promised a phone line on the 26 October 2015. They have the cheek to want us to pay £169.75 fee. They are in my opinion a bunch of greedy charlatans!!!!.......... Oh yes, one more thing! While you are waiting your half hour stints for them to answer the phone they play raucous music, I assume designed to make you give up!
    NOT RECOMMENDED! If I could award minus points I would!
  • Reviewer
    Location
    yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet
  • Reviewer
    Location
    Hereford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Always felt happy with Plusnet - decent reliability - good speed - good price.. until today when I tried to use their customer service for the first time. I've spent 25 minutes stuck in a call queue having spoken to an operator after 10mins who couldn't service my request and stuck me back in the queue!!! At least it's given me time to write this review while I wait... Shame, genuinely thought they were better than the other terrible BB providers.. guess not :(

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.