3,751 Customer Reviews over 94 pages
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- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2017-03-13
- Comments
-
I beg anyone thinking of joining plusnet to AVOID. They are the most stressful thing I've had about buying a house. The internet is unrelayable. I'm my even getting 1mb of download. The multiple times I've tried to call them I'm waiting for a minimum or 25 mins. Max being 90 after they put me on hold for 40 mine. Their customer service is like nothing I have seen. I swear it's got to be one of the worst businesses in the country.
Their customer service is supposed to be award winning but I promise you all you will get is grief. Please avoid as I'm stuck with them and it really is streasful as even when you have a problem it will take average of 30 mins to get hold of someone during the working day
- Location
-
- Location
- SOMERSET
- Reviewing
- Plusnet
- Date
- 2023-08-09
- Comments
-
worst company iv ever had was signed up…
worst company iv ever had was signed up on 19 july to fttp told install on 1 aug no came when i rang told no engineer booked but i was told by email and on the phone that morning of the install should be with me
the over the next 2 weeks its gone back and forth with them tryng to get a install and was told today 9 Aug the next update on this will be on 16 Aug week
later so called and cancelled the order will not recommend this company for broadband supplier as dont know how to treat people.. WORST SERVICE IV EVER HEAD IN MY 53 YEARS OF MY LIFE HOW THIS COMPANY ARE STILL AFLOAT WITH RUNNING LIKE THIS IS BEYOND ME i do hope this company goes under as they don't deserve clients and customers wish id see the reviews before i signed up as lot of 1 star reviews on how people have been treated im never using them again
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2017-09-28
- Comments
-
Never use this company. They are the worst for service, promise broadband speeds that are unattainable promised 32Mbps and achieved 8mbps.
Their customer service will keep you on hold for up to an hour, you will be passed form one department to another and often the wrong department so be transferred again which means another long hold. They make it so difficult to get answers or deal with complaints that they hope you will lose the will to continue to chase for a resolution.
I cancelled last night and despite being told months earlier that there was no cancellation charge ( as we were out of contract ) they finally come up with a £30 charge because I was not keeping the service with a BT line. ( they are owned by BT) so they charge you for leaving when they provide an unacceptable level of service,
The final straw was them then cancelling the service immediately despite an agreement that it would remain until the 14 day cancellation period had expired which meant we were left without any phone or broadband at 8pm last night. They are without doubt the worst company I have ever had the misfortune to enter into a contract with. DO NOT USE PLUSNET
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2019-11-20
- Comments
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Do not listen to their adverts, the worst company I have ever dealt with by far, never even got their broadband, cut off from old company for a week and plusnet never kept in touch, cancelled which took over half an hour on phone and refund might take 3 weeks, this company does not deserve to be in business, sign up elsewhere, you will thank me ....
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2017-08-05
- Comments
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Their customer service used to be the best, it is now very slow. When you get to speak to someone they are usually helpful.
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2020-06-26
- Comments
-
This is the worst Supplier I ever had.
I have been having packet loss on a Ethernet Connection (Direct Connection) which pretty much means it's impossible to get a packetloss unless there's something wrong with the line or the Provider is doing some shady stuff.
I have a ticket open for 2 months and this issue isn't resolved yet. Now to add I have the great oportunity of going from 70down/20 up to 0.80down/0.10up. Thanks Plusnet.
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
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My telephone line went live before the date it was supposed to, so I had a half day off when I did not need to. Still got charged £50 for an engineer to visit which did not happen.. Waiting time on the telephone for 'customer service' is ridiculous. Left Sky to join PlusNet, out of the frying pan into the fire. Have informed PlusNet of my complaint but still no reply. Only 11 months to go.
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2014-11-01
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2014-11-04
- Comments
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Have just moved to Plusnet in last 2 weeks.
There have been a few connection problems which were due to external phone line/ exchange which were overcome speedily and without fuss.
Customer Services have been fantastic.
Its early days so hope it continues, such a change of attitude from my last provider.
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2013-12-05
- Comments
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Horrifically bad. Took over two lines on 1.11.13 and its been a disaster ever since. Two engineers have been sent out to check the "faults" there are no faults on the line or with the equipment - the fault is Plusnet. Customer service is shocking - hours and hours listening to overloud music and being passed from pillar to post to speak to people who do not have a clue what they are doing. Promises of the same or cheaper bills are false - they've doubled. Having had a wonderful service from a company that they have "acquired" we are now experiencing the worst service known to mankind, actually there is NO service at all! Don't touch them with a barge pole.
- Location
-
- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2016-12-14
- Comments
-
I have been a customer of plusnet for a while, in teh past month my broadband has been out twice for more than 2 days and I have now been without a pone for almost a week. I understand that things go wrong, but it is the following that makes plusnet stand out as a terrible supplier:
1. It is very difficult to get hold of their customer services people - waits of over 20 mintues are the usual and 45 mintues has been known
2. Their customer services say things that are plainly not true or undeliverable and then deny this fact despite hard evidence (transcripts of emails tec) to the contrary.
3. I have been without a phone line for almost a week and they keep telling me it wil be fixed by a deadline, which then passes and then they set another.
Unfortunately we are off grid so our choices are limited. But one thing is for sure PLusnet use customer service as a USP - well experience shows that it is not customer service at all.
I would avoid plusnet if I had the chance. I will be changing supplier when/if I can
- Location
-
- Location
- Somewhere in the NW
- Reviewing
- Plusnet
- Date
- 2020-09-28
- Comments
-
I am counting the days until my contract expires - I see the reminder everyday on my phone and it's gradually getting closer.
Advertised as 'fibre', it's nothing of the sort as it comes through the old copper wire. Despite many, many efforts to boost the speed from the router, it averages about 25meg. Occasionally I get lucky and it is a heady 40meg but nowhere near the 70+ promised.
Had I realised the promised speed was only to the input side of the obviously shabby router, I'd have shopped elsewhere.
Plusnet mobile is great, Plusnet broadband is awful.
- Location
-
- Location
- soutampton
- Reviewing
- Plusnet
- Date
- 2017-10-26
- Location
-
- Location
- South
- Reviewing
- Plusnet
- Date
- 2021-05-11
- Comments
-
Ignore these greedy pigs. Not only is their broadband speed terrible, equipment cheap and noisy they are also greedy pigs and will increase your prices mid-contract. AVOID.
- Location
-
- Location
- south
- Reviewing
- Plusnet
- Date
- 2016-08-08
- Comments
-
Just signed up Plusnet, already regretted. Customers have no protections/rights in this company. I should have read the reviews here before I sign up. STAY AWAY FROM PLUSNET!!!
- Location
-
- Location
- South Bham
- Reviewing
- Plusnet
- Date
- 2016-03-07
- Comments
-
PlusNet are the Matalan of Boradband. Cheap and cheerful and if everything is ok you will be fine. Unfortunately you csnn NEVER get through to them if you have any issues at all. Yes they are cheap...but for an extra £5 a month..go to a provider who you can get hold of. Is it worth having a lot of stress and aggravation for saving yourself £5-£10 a month?? that's the question you have to ask yourself. Avoid plusnet IMO.
- Location
-
- Location
- South Brent Devon
- Reviewing
- Plusnet
- Date
- 2014-07-06
- Comments
-
I was signposted to Plusnet through Simplify because Virgin Media my previous ISP were not available in the area I moved to. I have been dogged with problems since signing up to Plusnet, first problem was the router did not arrive, I contacted their customer services and they had to re-order another router. Realising the order I was quickly billed for may not have been placed on their system I contacted Plusnet to get a connection date. I was informed that my service would go live on the 12/06/2014. Considering that I had ordered the service at the beginning of May I was not impressed with the speed of Plusnet's activation date. Plusnet sent me a text informing me not to connect my router until I received a message that the broadband had gone live. The date promised expired and I called Plusnet and discovered that the package they had sold me was not available in my area, they now had to change my order. I was downgraded to 8mb but reassured that they would upgrade me on the 01/08/2014 when BT put more capacity into the local exchange. Ok, maybe not Plusnet's fault but why sell a customer a product that does not exist in the first place?,.. I waited patiently for 5 days for my downgraded product to go "live",...no text message by the 17/06/2014 and I was calling Plusnet back to get an update on my broadband activation date. I was informed by the customer services department that they would do everything to get my broadband service up and running asap. On the 19/06/2014 I received a text message informing me that my broadband would be active by midnight on the 25/06/2014, but please do not connect your router until you receive a message confirming your service is active.I waited patiently on the 25th anticipating a message and as it was nearing Plusnet's support line closure time I decided to call them . I was informed that my broadband was now live and I could be connected immediately by one of their technical advisors,...where was that text message????,.. they said they had sent me an email,...doh!!.. I have now been active with Plusnet for just under 2 weeks, not impressed with the speed. I ditched their skinny little male to male RJ11 cable for a Belkin (superior product in my opinion),..also removed the BT plate on the master socket for a new faceplate to eliminate the filter dongle supplied by Plusnet. I was hopeful that these mod's would improve my speed,I was receiving .7mb download speed instead of the claimed "up to" 8mb from Plusnet. I have only managed to squeeze an extra 1mb with the improvements, so still very slow broadband, lets hope BT get that upgrade in place in August,... grrr!
- Location
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- Location
- South Bristol
- Reviewing
- Plusnet
- Date
- 2015-07-09
- Comments
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We've had issues with PlusNet for over three long years. The contract came up for renewal and after many discussions with PlusNet I told them I would not renew unless they could promise they would sort out my problems. Reassured things would be fixed I stupidly renewed for another two years. Our telephone line crackles so badly we use our mobiles and the broadband drops off. Usually after it's been raining. Eventually a few weeks ago an engineer was sent out. I knew our line from the telephone pole is fine as an engineer working on the one outside our home was working on it, and he checked for me. We told customer services we didn't want to be charged for him coming out, and kicked up a fuss about it.The engineer said there was no fault on the line and changed the telephone socket which was very old. He informed my wife the problem was fixed. A week later PlusNet texted me and told me that after monitoring the line and connection that there was a fault and they would send out another engineer. When they contacted me, again by text they said an engineer would be visiting when nobody would be home, so I rang PlusNet to reschedule. Customer services said there was no problem with the line. 'Really?' I queried. The telephone line is now buzzing and the broadband is dropping off either after one, eight or twenty minutes usage. I was given online a colourful chart showing my broadband was working, curiously though I was logging on and off at several minute intervals. I told PlusNet this was where the broadband was dropping off and starting but they won't believe me. I've now kept a diary which they'll be receiving. They are in breach of contract as I'm paying for something I'm not receiving. I feel I'm locked into something and now PlusNet have my money they really do not care about their poor service.
- Location
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- Location
- South bucks
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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I moved house 4 weeks ago and contacted plusnet straight away to do my broadband after reading their review on which. I was promised a broadband service within 10 working days. After 2 weeks of no word I contacted plusnet, after a 30 minute wait on the phone I was told that my order had been cancelled due to a system error which nobody picked up. Since then I have spent at least 3 hours on the phone to them trying to sort this mess out. i was told the Internet would be connected within 5 days of my phone line going live. What they didn't tell me is that someone would have to action this before the process started. It took them 5 days to action so including weekends another 2 week wait period. The final straw came when they sent me an adsl router instead of a fiber, I called them and after another half hour on the phone was told that when they had restarted my order they had signed me up to adsl by mistake. This would take another 2 weeks to remedy. I decided to cancel. Plusnet told me it would cost me £80.00, it took me 3 calls and another hour to convince them to waive this charge. I also asked them to keep the line open as I wanted to switch provider, they told me this wouldn't be possible. I told them about the ofcom rules stating that it is my legal right to have the line kept open, they agreed but I have now received a letter from my new provider saying the lines been cancelled and I'm going to have to wait another 10 days to have it reconnected! Awful awful company. Stay away
- Location
-
- Location
- South bucks
- Reviewing
- Plusnet
- Date
- 2018-11-24
- Comments
-
The broadband is pants... plusnet lie and lie about why it’s so rubbish. Finally my contract is up and I try and leave. Because I won’t tell Chelsea the retention’s woman the cost of my new provider, she starts being rude and really difficult. (I understand you have to go through security questions, but she kept going over and over asking my numbers from my password, my bank account, sort code, memorable word...it was ridiculous...she almost took the full passwords on all of them!) cocky staff, slack attitude and a rubbish service...thank god im free!!
- Location
-
- Location
- South coast
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
-
Broadband doesn't reach the bedroom (from siting room) in a small 2 bed flat. Slow speeds. Cut me off 5 days before contract end date and wouldn't fix service issues because I was moving even though faults occurred under their service
- Location
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- Location
- South Croydon
- Reviewing
- Plusnet
- Date
- 2019-05-16
- Comments
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Truly awful service! It's fully BT owned now, hence the lack of customer support! They also ship a rebranded old bt smart hub 5 router! That is still prone to stalling itself and constant WiFi Internet connection drops!
- Location
-
- Location
- South Devon
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
-
Joined Plusnet about 3 yrs ago when reviews were excellent however it has just gone from bad to worse. Very, very difficult to contact them often wait times exceed an hour - it really is a joke especially when you see how they market themselves with a caring attitude - they are having a laugh at our expence. Very difficult to get resolution for incorrect invoicing etc. Won't be staying after this contract ends as they certainly haven't done anything to remedy their pittiful service. DON'T USE THEM
- Location
-
- Location
- South East
- Reviewing
- Plusnet
- Date
- 2018-03-30
- Comments
-
Awful. Avoid.
They draw you in with cashback offers , but then don't pay the cashback and "customer service" reps contradict each other and lie to you.
Woukd have been cheaper to stay at previous provider.
The Plusnet hub is useless too, signal constantly drops out so you have to reconnect all the time.
Save yourself the hassle, rude & deceitful customer service and look elsewhere for your broadband needs.
- Location
-
- Location
- South East
- Reviewing
- Plusnet
- Date
- 2020-04-28
- Comments
-
After 2 years with Plusnet I made the mistake of thinking I could get better/faster deal though a competitor but the promises of faster speeds were empty promises. I soon realised my mistake so activated my 14 day cooling off period then called Plusnet to see if there was anything they could do for me. They were amazing and welcomed me back, fixing all the damage I'd done along the way. Thank you Sheetal for your kindness and efficiency. It's good to be back!
- Location
-
- Location
- South east
- Reviewing
- Plusnet
- Date
- 2018-01-18
- Comments
-
Have had nothing but problems with Plusnet. Six weeks to connect us to broadband then intermittent problems with router outages and line quality.
Customer service queues are terrible - expect to wait 30+ minutes to get through and often your problems take multiple calls to resolve.
Would strongly advise against signing up with Plusnet.
- Location
-
- Location
- South Leicestershire
- Reviewing
- Plusnet
- Date
- 2019-08-12
- Comments
-
Speed is terrible, I recently signed up for the upgraded they offered but the speed just gradually got slower not faster.
Trying to contact Plusnet is near impossible, you cannot email them, only option is online Chat or phone, for online Chat there is never anyone available at a convenient time and on the Phone you queue for hours.
- Location
-
- Location
- South London
- Reviewing
- Plusnet
- Date
- 2017-10-10
- Comments
-
Been with Plusnet since 2004 when I moved house. Started with simple cheap package and now have high speed fibre and phone through them. Overal I'm pleased and stick with them. Customer service wait on phone times are long but are dealt with appropriately. Speed and reliability have never been a problem and now with fibre, the speed is fast and stable. I receive small discounts for my loyalty and would have no reason to look elsewhere.
- Location
-
- Location
- South Norfolk
- Reviewing
- Plusnet
- Date
- 2016-10-08
- Comments
-
I wish I had read these reviews before being duped in to signing an agreement with Plus Net. I have to ask where the hell is OFCOM allowing Plusnet to provide such shocking service? Where are our customer rights? If I stop paying my DD I'll be taken to court so what other options do I have?
From the day I signed my contract I have experienced nothing less then abysmal service for all aspects. The audacity of Plusnet to they'll only visit my house if I agree to pick up any costs should the fault not be their responsibility. As I pointed out to them I have moved to a brand new house, their engineer installed the line, they provided the router, they set everything up on a 'virgin' site.
I worked from home yesterday. The broadband was so slow I nearly missed deadlines and I now have to work on a Saturday to catch up. The router was restarted and my partner even logged off his laptop to see if the speed would improve - wishful thinking. As I was working I was listening to a documentary on iplayer. The one hour documentary took 5 HOURS to complete because of the buffering. It now Saturday morning and I thought I would watch The Last Leg on All 4 on my brand new TV. It's been on for 45mins and I'm not even through the introductions of the first part before break..and would be the point of complaining to Plusnet?
I truly haven't experienced such awful broadband (even PSTN was better). And one final point, my neighbours on the development don't experience the same problems with their service provider.
So, in a way I feel a little better to read that others have the same problem but angered even more that Plusnet continue to take our money, advertise as the best and take no responsibility for clearly thousands of unhappy customers. If they are not prepared to do anything we are all tied in as good, hard working consumers paying our bills with clearly much greater integrity than Plusnet which gets us no where.
If you read the reviews and still take an agreement with Plusnet document all your dates, calls and emails with them so you can keep track of the process and good luck.
- Location
-
- Location
- South Scotland
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
-
I've had Plusnet broadband for over 10 years and they used to be great. Over the last 3 or 4 years the speed, reliability and customer has really gone down hill.
I finally moved away from them in October as the standard ADSL I had was down to 4mb down and .75mb up and was very very unstable, tech support weren't interested and they weren't bothered when I told them I was moving supplier - the best offer was FTC at a higher price!
I'm now using someone else and get 16mb down and 7mb up for less money - I'm a long way from the cabinet hence low speed.
I've just realised tonight that are still billing me and its an hour wait to speak to someone to get a refund.
Plusnet used to be great - now they're pretty poor and there are much better and cheaper alternatives.
- Location
-
- Location
- South Staffordshire
- Reviewing
- Plusnet
- Date
- 2022-11-17
- Comments
-
Unfortunately unable to give no stars for overall satisfaction or customer service. I would definitely not recommend Plusnet, we were left with no broadband for over 30 days and 4 missed Engineer appointments with no explanation or apologies. It created huge issues as I work from home and took 3 annual leave days waiting for non existent engineers, a month on still awaiting compensation...AVOID!!
- Location
-
- Location
- South Suffolk
- Reviewing
- Plusnet
- Date
- 2015-01-29
- Comments
-
Surprised speed is so poor and always an excuses. Worse than it was with B.T. wired connection! I believe i have been miss sold fibre as the cable to my house comes over fields, was assured by B.T. and Plusnet it was fibre and the wiring across the fields would not be a problem as would be fibre optic either side! Silly me I'm thinking as I think of the story of the Kings new cloths. Was warned of priority usage, by Plusnet, slow me down to speed up someone else - yep I'm sure it happens!
Save spending out money to leave Plusnet don't go there! Being a pensioner on a low income I can't afford to leave at this time. Rely on broadband as live in rural countryside and seldom see anyone, it's contact with friends and family for me! Need shopping on line esp. groceries, it's so disheartening when you try and amend a shopping order and broadband is so slow in the evening when others are doing the same - points to priority use or my being far away from exchange which I was told was no problem with fibre optic connection!
Not a happy bunny wish I had stayed with BT sooner the devil you know!
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2016-09-25
- Comments
-
Never buy ADSL from Plusnet- they use the oldest ADSL, not ADSL+2 . Speeds are 256kb/s downloading data from any website at best. Plusnet promised to upgrade to fiber on 31st of August 2016, then made an excuse that an Openreach engineer was needed to fix our BT line... complete B.S . They said 5th to 15th of September we'd get fiber....then made an excuse an engineer wasn't available until Sept 27th... No emails or letters from Plusnet whatsoever, they didn't bother informing me at any stage about possible delays- I had to use their chatbox to get the info from Plusnet 'customer service' ... They do not prioritize fiber customers. Considering Plusnet is part of BT, as is Openreach. I can say Plusnet is the worst broadband supplier out there... they don't 'do you proud', they do your head in... AVOID PLUSNET AT ALL COSTS. I did warn them about a review and possible legal action alongside Trading Standards, Citizens Advice Bureau has reviewed my case, I will unleash Hell on Plusnet very soon, I do believe.
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2021-05-19
- Comments
-
Advertised as having award winning customer service. If their broadband worked and you got the service that you paid for then they wouldn't need customer service.
Consistently slow speeds at more than 20mbps less than advertised, days on end without connection, the router provided is more use as a doorstop. There is nothing about Plusnet 'superfast fibre' that I can recommend. Just terrible.
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2019-09-25
- Comments
-
Service has not worked for nearly two months and speed s really slow when it does. Still expecting me to pay as well....!!!! Avoid...
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2016-10-13
- Comments
-
We decided to go with Plusnet 4 years ago when we moved in to a new house. Big regret. We were without phone and broadband for 2 months. Now we are trying to move the service to a new house. I've been on hold in excess of 25 minutes every single time I've had cause to call up to chase the move and provide updates. They say they'll updtae you within 48 hours by text and email and nothing happens. Then you end up back on hold forever trying to get yet another update. I can't wait until we can move to another supplier in February - one with better customer service. Many months ago you used to be able to get hold of them at customer service but the service gets worse as the time has gone on. Don't go with Plusnet - they're almost as bad as TalkTalk.
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2016-09-03
- Comments
-
Shockingly BAD company to deal with.
Wish I never changed from Sky and will be returning asap. My internet speed is so intermittent and slow it beggars belief.
Their customer service is appalling, there only solution to slow speed is to offer fibre and from what I've read that's no better.
Don't be misled by the tv adverts, it's cheap for a reason, it's rubbish.
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2017-10-23
- Comments
-
Worst website to navigate, nightmare to even find how to log a call, and when you do too busy to be able to log a call by web chat or phone. And this repeats and repeats. Also does not apply refunds for the many days they do not provide service even though they say they will. Most annoying whilst you telling them the customer service is the worst they are asking you to rate their award winning customer service... FFS
- Location
-
- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2018-11-18
- Comments
-
Absolutely shocking. Worlds slowest internet. Constantly drops and goes off line for two to three hours a few days a week. Customer service is nonexistent. Phone them and the wait is generally over two hours. I have been forced to communicate via Facebook. When I do get a response, it’s always, nothing wrong on our side, so it’s your devices. How is no internet my fault??? Stay away not worth the hassle.
- Location
-
- Location
- South wales
- Reviewing
- Plusnet
- Date
- 2015-07-20
- Comments
-
Recently broadband speed has dropped.technical not interested just giving excuses.wanted £46.00 for new router as current one was dropping out on uploads
- 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.