3,751 Customer Reviews over 94 pages
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- Location
- Reviewing
- Plusnet
- Date
- 2016-01-24
- Comments
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Customer service is insulting to say the least ,one of the mistakes you can make is to go onto live chat first it will log your questions /complaint and when you don't get any help you go to phone up they already know what's wrong before you start .
OK my internet keeps dropping out ,no our internet has not dropped out its your router iv checked and it has not ,he,s checked but iv only just told him ,then comes the long list of things that could have caused the problem and all your fault its nothing to do with plusnet at all ,its like an interrogation from the stazi pull them up on a question and he will talk over you and keep going ,
They sold you this crap service with a smile they did not you that your share of the band width will go down to 4fiths of f all , or if you bank on line and it drops out your transactions are void , or that if you are recording YouTube channels for research it constantly buffer every other second or just hang up for minutes ,that's frustration enough but to be told in a condisending /patronising voice its your fault is the icing on the cake ,if some one spoke to me or mine I would just headbutt him ,but he is up north on the end of a phone in his warm office getting paid a bonus for trying to talk people out of complaining by talking down to people ,plusnet need them spoons shoving up their RS !
- Location
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- Location
- north east england
- Reviewing
- Plusnet
- Date
- 2016-01-22
- Comments
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I have been with plusnet now for about six months and the internet performance has been poor. My phone recently stopped working and the internet got worse. Trying to contact customer service either by phone or on their web chat is a joke. 40 minutes wait time and twice as long should you want to cancel. It gets no better once you get through I have been lied to and fobbed of time and time again. I have to wait 8 days before their engineer can even investigate and that's not even guaranteed. They blame an influx of work. The outsource there tech to csc and engineers to BT. They are owned by BT. They have promised me an engineer would look at my problem 3 times and they have promised my call backs twice, one to be called back by a manager and one to be called back by cancellations. Neither happened, I went on web chat again today and they disconnected me because I asked for a commitment. They have told me that they do not give any time scale to fix a problem - they will just do it when there providers get round to it. They have told me that BT are not honouring the service level agreements and they are not doing anything about it. Speaking to them they have also told me that the quality of service that they provide does not need to be fit for the purpose such as playing games on the internet or streaming movies. It can be whatever quality they provide.The company is a complete shambles and I recommend that anyone reading this take note and beware. I still do not have any service and I don't know when I will and neither do plusnet. However the took the direct debit payments today. Faceless company which has lost my trust. Never will I deal with them again.
- Location
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- Location
- Cooden Beach
- Reviewing
- Plusnet
- Date
- 2016-01-22
- Comments
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Plusnet are a complete shower although they might excel at spoon-whittling.
Customer services are difficult to contact (I've given up trying to call) and they keep closing out online issues just because you don't or can't respond quickly enough.
I've tried to raise many complaints with them and these are essentially ignored /not accepted as complaints. Presumably is undertaken to boost their claims of good service.
The advertised linespeeds cannot be achieved through issues in the adjacent streets (BT staff confirmed this) except Plusnet keep arranging to have my house rewired (several times now)!
They claim reliability although my own experience /monitoring cannot support this
Indifferent to customers they are best avoided and I'm looking to move - except I cannot find a telephone supplier that hasn't got a significant number of bad reviews.
The only reason I'm still with Plusnet is I cannot afford the potential risk of broadband downtime not can I take yet another day off to wait in for a repair man.
In this respect BT Openreach are to blame as they insist on half-day appointments; an anachronism in the 21st century.
Looking to ditch the landline!
I will move from Plusnet as soon as possible finding them far worse than Sky for customer service.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-01-22
- Comments
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I left BT to go with Plusnet 16 months ago, no providers could give me fibre in my village back then, but now BT can, so I signed up with BT again. I got a email from Plusnet saying they were sorry that I was leaving on 29Jan 2016. The next day Plusnet cut off my broadband! This was two weeks ago, so now Ill have no internet for three weeks. I ring Plusnet, after an hour of trying to fix the problem, they said my rooter was broken and I had to pay £40 for a new one or get it free if I signed up for another year! Funny how it worked fine for sixteen months but the next day it breaks! Shocking, my advice is think very carefully before joining Plusnet
- Location
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- Location
- Morecambe
- Reviewing
- Plusnet
- Date
- 2016-01-22
- Comments
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POSSIBLY THE WORST COMPANY I HAVE EVER HAD THE DISPLEASURE OF DEALING WITH
Never got the published speeds.
Internet cuts out every night.
Tech support say they will call you back but don.t.
Customer service are unhelpful.
Top and bottom is they simply do not care about customers. Can't wait to get away from these losers.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-01-21
- Comments
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I have had 2 months of hassle with the PlusNet BB service.
Repeated calls, poor quality tech support, Laggy or non-loading pages.
Something really has gone wrong at PlusNet in my area and it is impossible to resolve the problem with them.
Massively frustrating company to deal with.
- Location
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- Location
- Harrogate
- Reviewing
- Plusnet
- Date
- 2016-01-21
- Comments
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The absolute worst customer service I have ever received. Was told that my £50 rebate for signing up will be sent out in cheque form, as the email link they sent me had a error message, so they would just post it out to me, but I should wait 1-2 mths. Went on my honeymoon, come back and ask where it is, and am told I should've claimed the offer within 2 months. I have been in touch 15 times oer that 2 month period and have been told story after story about how they will send out my money. Now they deny ever saying this EVEN THOUGH I HAVE IT IN WRITING. Never, ever, ever go with Plusnet if you want adequate customer service- they are absolute liars. AVOID.
- Location
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- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2016-01-20
- Comments
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We had an agreement with Plusnet for our phone and Fibre broadband to move to our new house on 15th January. I waited in for the engineer but no-one turned up. I called and was told that plusnet had not ordered the internet from BT and I could only get ADSL at the new house - did I want that instead? I had to push the point and get them to look harder to see if we could get fibre. We are only moving 2 doors away and the wire goes to the same box as our previous fibre. In the end they agreed that I could have fibre. Internet was not ordered by plusnet until 19th as they had to wait for 'tags to be updated'. I had been told that installation was usually within 5 days of the order, depending on BT engineer availability, but was in fact often quicker. So would I expect installation by the 26th perhaps at the latest? No, in fact the latest is that it won't be installed until the 9th February at the latest. It is not Plusnet's fault of course and that is a running theme in every complaint I have read about them - they do not take any responsibility for their own mistakes or make any effort to rectify problems for their customers. The advertised promises about their customer service are rubbish!
- Location
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- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-19
- Comments
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poor BB speed -a lot less than previous provided TT trying to get PN to improve speed was fruitless. I have been told the equipment is different to TT-assume that means inferior and the router is poor.
Do not use Plusnet
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2016-01-18
- Comments
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I tried to transfer to plus net from post office and its been an utter farce:
Placed order on Dec 29 - activation date 13 Jan
29 Dec- got text from plus net saying there was a cease order on my line from post office. Called post office, got it removed, called plus net, was told order had been redone and would go through within 24 hours and would go live on 13 or 14 Jan.
12 Jan- no sign of router, called plus net. Told order hadn't been placed due to human error. Order redone, told I'd go live on 19 Jan. Got email 2 mins after call saying go live on 26 Jan. Contacted them again. They apologised for errors and confirmed 26 Jan.
18 Jan- got email from plus net saying I was going to lose my landline number as it wasn't on BT network. Called them and was told email was a mistake again due to human error, but that as a result the order would need to be done again (4th time now) so would be yet another 10 days.
I've now cancelled the order and asked for refund of cash I've paid them which they've said they will. I also asked them to reimburse me £24 for the additional costs I've incurred with post office due to their incompetence, but was refused. I asked to speak to the supervisor, and I am still waiting for him/her to call me back.
I can't understand how they can stay in business when they can foul up something as simple as setting up a new customer 4 times on the trot...
I can't comment on their actual service / broadband speed as they were incapable of supplying me with it...
Back to BT it is for me then, more expensive but at least they are interested in having my business.
Plus net are sadly not doing anyone proud. Based on my experience I can only recommend you avoid them...
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-01-18
- Comments
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This is the worst company I've ever encountered!! We have been left with no Internet for 3 weeks now and no resolution offered. Customer service is appalling, expect to be left on hold for at least an hour. Nobody will call you back as promised and no compensation has been offered! Stay away!!
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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The adverts may portray that Plusnet understand customer service, however the reality is very different. Wait times of over 40 minutes are typical when calling customer services. Systemically poor service, ill thought out processes and rude poorly trained staff.
Waited 3 months for broadband and now I am fighting to get a refund. Use a more reputable provider. .
- Location
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- Location
- Chepstow
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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Excellent service and speed. They are a sister company to BT but they are a lot cheaper than BT.
I have never had any issues with connection or speed.
- Location
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- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
- Location
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- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
- Location
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- Location
- Hannington
- Reviewing
- Plusnet
- Date
- 2016-01-16
- Comments
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Don't waste your time, none of their hype is true and I can't understand why trading standards and Ofcom haven't busted them for their lies yet. Just wait till your in a phone que for 55 minutes to speak to somebody. Watch out for them making you pay up to a year in adavance for phone line its all part of the con.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Plusnet is, without a doubt, the worst internet provider out there. Connection can be strong but when it is, the broadband stays up for mere minutes.
- Location
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- Location
- camden town
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Plusnet is the worse broadband service provider that you will ever come across. The customer service is so worse, I've contacted them since 20/12/15 to 15/1/16, to get my fault fixed. I had issue with the telephone line which was making my speed slow and get the connection dropped every time. Now because the issue is on the broadband and also the telephone line, I was told to get refund soon after the issue is fixed. The issue is fixed now and they are lying about the telephone line issue.So they're offering me refund for full month of broadband and not for the linerental. There's many other things that plusnet does to its customers which you will not face it until you join them, let just say one of them.If you have any fault on your line it will take atleast two months to fix it and when you contact the customer service they will keep on give you the wrong information just to get rid of you.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Avoid! I have just been charged £30 for cancelling my contract outside of my 12 month period that I signed up for because they say they have to cancel the line. I argued that I didn't want the line cancelled because a new person was moving into the property and she wanted the service continued. They told me this couldn't be done, even if she signed up to a new deal before the cancellation date I had given them. Now it appears that she will have to pay to have the line activated.
I have never had this problem before and it seems entirely wrong to me.
I could understand it if I just simply decided I didn't want broadband any more but I am just moving house and want to stop paying for broadband on a property I no longer live in.
The service was quite reliable while I had it but please be aware of the hidden charges which were not explained to me when I took out the contract. I wrongly assumed that one the 12 months was up I would be free to go. That is not the case.
- Location
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- Location
- LEEDS
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Joined Nov 2014 we cant get cable so had to use ADSL however near exchange and the speed was about 17mb which was fine. However over las 6 months speed dropped to 6 mb and lines kept dropping inand out. Waited ages on the phone over an hour and still couldnt get through to Plusnet. Just called now and the couldnt give me a date for an engineer to call so left it in their hands to tell me when they can find the time to call and fix my BB ...Absolute crap service will be leaving when I get the right deal.
- Location
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- Location
- Chelmsford Essex
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Theses were the best people to go with. Unfortually that no longer happens. Waiting time for them to answer phone average 1hr. When having a fault. Blamed it on the Cumbria floods. All lies. Do not go with this company. They tell you that they are a small company. They are a sub of bt. Digusting and false information.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-01-14
- Comments
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Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!
- Location
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- Location
- liverpool
- Reviewing
- Plusnet
- Date
- 2016-01-14
- Comments
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do not go anywhere near this company, i have been with them for 10 weeks and everyday there has been problems. i have had 2 engineers here and both have told me it is the router that is faulty but Plusnet can't be bothered replacing it. they take your money then ignore you and if you call them you will be waiting up to an hour at a time. i have phoned then everyday (sometimes up to 5 times) and the best time i have got through to them is 30 minutes...
go elsewhere...YOU HAVE BEEN WARNED
- 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
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2016-01-12
- Comments
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Placed an order for fibre optic on 23rd December, and advised that as the line had been disconnected at the exchange an engineer would be required to reinstall it. Was explicitly told that the fibre optic would be activated at the same time and my net would be up and running on the day the phone line was reinstalled.
Engineer booked for 11th Jan, received a text stating that the line had been installed as scheduled, then another a few hours later stating that as my line has been started recently, I would need to wait 24 hours for an activation date for the fibre optic to be confirmed.
After a long time in a queue on the phone to find out why, as promised, my internet was not available to use, I was informed unapologetically that fibre optic orders are not placed until AFTER the phone line has been activated and I would need to wait another 5 to 10 working days for the fibre optic to be activated.
After ending that call, I checked the Plusnet website which clearly states that for fibre optic orders where a new phone line is required, orders will be actioned AT THE SAME TIME to expedite the process.
After another long time waiting for a chat advisor to clarify why website and person I spoke to when I placed the order told me one thing, and customer services told me something else when I called to ask what the hell was going on, I'm informed that a 'system error' meant that the fibre optic order wasn't placed correctly when it should have been.
After me asking why I was expected to pay for a phone line I didn't want or need (other than for the fibre optic), when my fibre optic was not delivered as promised, I was offered a refund on the first month's line rental. Whether this materialises or not I suspect will be another thing...
- Location
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- Location
- Cannock Staffs
- Reviewing
- Plusnet
- Date
- 2016-01-12
- Comments
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ATTENTION !!!!!
Ok good I got your attention, you don't know me but I am going to save you money and more importantly ' time and trouble'. Plusnet need to change their name to ' Lonestar ' or maybe ' Minusnet ' cos that's all they get on any review forum, no point in me whining on with my story of woe so I'll cut to the chase and it's this, here are the six true key points you need to know despite what the sales guy will tell you on the phone .......
1. They are NOT part of BT, they have no more influence or leverage over BT Openreach in resolving speed or line issues than any other ISP provider.
2. There IS and WILL be a charge if you wish to leave Plusnet when you discover they are just a bunch of spoon whittlers, I have 6 mths to go on a 18 mth contract and they want £95.00.
3. There IS and HAS been for the last 12 mths at least a 30-45 min wait if you need to phone them no matter what time of day you phone.
4. There is a better than evens chance that the engineer will not show on the day you were told by Plusnet. ( not BT's fault ).
5. The advertised speeds mean NOTHING, whether it's fibre OR superfast, it all depends on what comes out of BT's street corner green boxes and what goes underground, ask your neighbours if you want a true reflection of what your speed will be.
6. The router a Technicolour TG582N that Plusnet send you is old technology and is past it's sell by date, it barely achieves advertised fibre speeds, has just 3x 10/100 usable Ethernet ports, has no USB ports to network drives or printers, has basic router settings and is just plain uggly fuggly !
So, I know what you're thinking. " Should I sign up to Plusnet?" Well to tell you the truth in all the excitement of writing this review I kinda lost track of just how bad Plusnet really are. But seeing as how we live in the 21st century and not the 18th and other providers can give you a service that would blow your head clean off, you've gotta ask yourself one question: "Do I feel lucky?" ........ Well, do ya ?
- Location
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- Location
- bradford
- Reviewing
- Plusnet
- Date
- 2016-01-11
- Comments
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KEEP AWAY FROM THESE CROOKS PLS. when u purchase broadband they giv u a date and everything seems ok...a few weeks later the date changes to a further 2 weeks delay. I phoned and emailed and they say it's not in our hands! Waited for 6 weeks and then cancelled and went back to EE. They've done this twice now. Absolute rubbish service and they claims are far from the truth.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-01-11
- Comments
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Terrible Customer Service, treat customers with contempt. AVOID at all costs. Really quite sad what happened with Plusnet 4 - 5 years ago these guys were actually quite good, now one of the worst. So after many years I've paid a lot of money to get away from these clowns as I can't accept the terrible service anymore.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-01-11
- Location
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- Location
- Ringwood
- Reviewing
- Plusnet
- Date
- 2016-01-09
- Comments
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Keep far away from them/2015/
Took service for one year and not happy.
Problem with broadband and cancelled my contract 4 month ahead of due.
Asking customer service how much is penalty for earlier contract cancellation~£40 not being informed of cessation fee/30/.
Champions in draining your pocket
- Location
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- Location
- newport
- Reviewing
- Plusnet
- Date
- 2016-01-09
- Comments
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DO NOT USE!!!! Took 3 months 20 phone calls over and hour long and 5 engineers. Was promised the line and connection would be fixed installed several times. Was charged by plus net for missing an appointment with an engineer when in fact I did meet him but he wasn't able to install the line. Once the line was installed they cooked up the activation and said it would take 5 working days. Waited 5 days which was just before Christmas. No Internet. Called after Christmas. Oh sorry it wasn't done properly will take another 5 working days. I complained numerous times by email and phone and no one replied. I wish I just cancelled the contract before it started and went somewhere else. The only thing they did offer me was 2 months free broadband - £10.00 after about 30 hours of phone calls and waiting for engineers.
- Location
-
- Location
- WIDNES
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Comments
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Poor customer service.
Prior to signing up with Plusnet I was informed my broadband speed would be at least as good, probably better than my existing provider Talk Talk, I also received an estimate of minimum speed. When connected the speed had dropped 25% less than talk Talk.I have waited hours to be connected to call centre and waited days while the line has been checked and settings altered all to no avail. What do I want, only to receive the minimum speed quoted or to be released from my contract without penalty. Plusnet cannot or will not do either. Do not use this company they lie and fob you off.
- Location
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- Location
- sussex
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Comments
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spent 1 hour on the phone trying to review my plusnet package which is up for renewal. Passed from phone queue to phone queue each phone queue 30 minutes long. What a shambles
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Comments
-
I have been with Plusnet since summer 2013 and for the past 2.5 years I have only had 3 issues which was quickly rectified. The customer service was great, I felt the representatives were understanding and offered explanations very clearly, it felt human and not call centre script reading bots. No problems with the broadband speed, I get 16mbps and it's been quite constant. I did have a speed issue during the first year but this was fixed within 12hrs from the technical support side. I will recommend friends to Plusnet.
- Location
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- Location
- chorley
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-01-07
- Comments
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If you feel nostalgic for the speed and unreliability of 90's dial up then these are the company for you. If you would prefer a service that is useful in 2016 you should use a different provider
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-01-07
- Comments
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Ok speed when working. You are in big trouble if anything goes wrong. Customer service / technical support is dreadful. You get the impression they just don't care.
The big test is to get to speak to a human being within an hour of making a call. One of the worst companies I've had to deal with!
- Location
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- Location
- Bermondsey, London
- Reviewing
- Plusnet
- Date
- 2016-01-07
- Comments
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The quality started decreasing about a couple of years - to literally dreadful and unusable now - with totally useless service support
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2016-01-07
- Comments
-
Thought i was getting a good deal with '12months free' broadband with plusnet and had nothing but problems only 3 months left of the 12months and cannot wait to leave.
Constantly drops out and goes to Download speeds of - 0.52, 1.09, 0.86, 1.28, 0.33, 0.11, 0.17 on all different days in the last month!!
New routers, new channels and ip settings still no good.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-01-06
- Comments
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Over a month to get a telephone line installed and 6 weeks on we still dont have internet. Had to wait in for four separate call outs, two of which were waste of time because Plusnet either didn't book the jobs in or cancelled them without telling us.
I first joined Plusnet many years ago and was happy with the service and so when I needed to get broadband again they were naturally my first choice. I'm not sure what's happened over the last couple of years but they've gone from a great company to a dreadful one.
Massive 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.