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
    3.2 stars
  • Customer Service
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 4345 customer ratings since 2020-06-19 (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.

3,379 Customer Reviews over 85 pages

  • Reviewer
    Location
    Lomdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Everything is poor the company needs to close down. 1 hour to get through customer help line. Phone chat never works inter net cuts out every time. Overall no good for nothing
  • Reviewer
    Location
    Doncaster
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Incredible that this company is slowed to use the slogan 'we'll do you proud,. Absolutely disgraceful service for a company that specialises in communications. If you want broadband don't go with these. Worst move I've ever made. Can't even get the basics right. Email I got said to a range an engineer reply to this email with three choices. I replied to get a message back saying'we don't monitor this email address....' poor broadband with worse customer service. I will be taking this up with the onbudsman as I wish I'd not moved! Oh just to provide a balanced review their rooster looks ok
  • Reviewer
    Location
    OXFORDSHIRE
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most shocking company i have ever signed upfor. Never pay upfront line rental as they then dont care or help slow speed and useless staff
  • Reviewer
    Location
    hertfordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    I recently changed my broadband package from BT to Plusnet, BIG mistake , i lost all internet and tv etc after plusnet took over and continued to have no service for some days after switch over i was told that i had now got broadband service up and running but i did not have any service, i emailed plusnet as it is impossible to contact them by phone?? unless you have an hour to waste waiting in a queue? so i got on there online chat line to get some support and was told that i had not paid my bill? i told the plusnet chat representative that i had already paid the first month plus the set up fee, and had had nothing in the way of service ? after wich she said that i had had broadband working for last 6 days? only it had not even switched over for 6 days, i had list patience with this complete incometant person on the other end of the chat line and said that i will be cancelling contract, it was like talking to an idiot, now renewed contract with BT, dont entertain plusnet as they are useless with Zero customer support
  • Reviewer
    Location
    Mk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3 emails and no response. 3 phone calls after holding for 15 mins hanging up. Then when I did get through once got told the system was down and I would be called back within 20 mins - I’m still waiting. So lied to by Isabel in customer services. Absolutely disgusting, diabolical service. What makes it even worse I am calling on behalf of my elderly mother. Plusnet should be ashamed of themselves.
  • Reviewer
    Location
    Rochester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking....... in fact beyond shocking. Keep losing internet runs stupidly slow. Struggle to watch YouTube without connection disappearing. I have never known 1 internet service to be so consistently rubbish in all my life. Plusnet are to internet what Fred and rose west are to babysitting. I am basically paying to spend my life chasing plusnet and ripping my hair out through frustration. Changing companies and taking plusnet to court for misrepresention, false advertising and extortion. You will be hearing from me soon Plusnet!
  • Reviewer
    Location
    Southampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    switched to plusnet after BT continually put up their charges, but in hindsite should of just paid, Plusnet are the worst provider iv ever had, continual line problems taking days off for engineers to come out and not fix the problem. Have been running at aroung 8mbps for the last month 3 engineers out...cant help me
  • Reviewer
    Location
    Gloucester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joke of a company. Been reporting connection drops for well over six months and they've denied any problems with the connection. Ive also had two BT engineers out who can't find any problems. Back to plus I go, only to be told to some rubbish. The story always changes but nothing is ever done to find the problem. Only last week one of their tech team admitted it's a known issue but wouldn't give me anymore than that. I would leave it I were not stuck in a contract. Though I will be making a complaint to ofcom as I pay a ridiculous amount for the poor speeds and connectivity I get from them. I should be released from my contract. Avoid them at all costs.
  • Reviewer
    Location
    Thetford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    do not trust, very poor service.when want to join they will ring you within 1 min, when want cancel need to spend 90 min to get connected to the person.waiting my refund for over 2 weeks,no respond as keep saying system failure so can't check.
  • Reviewer
    Location
    Fife
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had an 18 month contract with Plusnet for their standard broadband offering. No particular issues there - speed adequate, and service reasonably reliable; so when they phoned up and offered fibre broadband for roughly the same price, I was happy enough to sign up for another 18 months. Unfortunately, the fibre service has been pretty awful - you can guarantee it'll drop out every night - and their technical support folks have been unable to resolve the issues. At one point they said it was down to a fault in the exchange, which BT would fix; but even after this was dealt with, the problem recurred. They then said it was a router configuration issue, which they had fixed; but the problems remain. Contacting them is next to impossible, and I do not want to spend hours of my life on the phone, only to be fobbed off with promises for fixes that don't happen or don't work; so I am reduced to posting negative reviews to air my frustrations. When my contract is up, I'll be looking for a new provider. Sorry, Plusnet - you came highly recommended, so clearly you used to be much better than this.
  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please avoid these guys at all costs and help this company die out so internet technology can progress a small bit at a time. Their broadband is so stressful with its random cutting out, speed degradation and blatant throttling and upload capping creating latency issues making a typical web page load in around 30 seconds to a minute. Their customer service don't really know what they're doing, and don't listen to you - politeness is fine and all, but I want my service fixed not another apology. Their site is badly designed, your username on the plus.net site isn't even the same one for their support community. God help you if you're not the account holder and experiencing difficulties.
  • Reviewer
    Location
    Cleckheaton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When I joined plus net from sky. Plus net connected to an old disconnected telephone line. I had to wait four weeks for connection. During the 18 month contract both telephone and broad was a night mere.
    As I decided to move and another network they cut me off nine days before the transfer date and charged us for next month.
  • Reviewer
    Location
    Stewart wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    I wish I had read these reviews before I change. No router passed the changes 9ver day so no interest. Had to call cancel line no customer service no. Took a while. Their response was we'll put it in the post, 3/5 days. I suggested a better del. They were not interestedoing. Absolutely dreadful.
  • Reviewer
    Location
    MACCLESFIELD
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Oh dear! I joined Plusnet few weeks ago. Did not realise they are owned by BT! I did not know about this forum until now. What a disaster. I spend more time waiting for Customer Service to aswer the phone than I do online. Current speed 0.38. What dreadful people. Do not touch.
  • Reviewer
    Location
    shrewsbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful company. Supposedly care about customer service- 45 minute hold times, then all they do is shuffle your issue between departments until they go home. Easilly spent 2 hours each call on average for the last 6 weeks. Told me I could connect fibre broadband, then changed their minds, but wouldn't let me leave their service without paying a cancellation fee for THEIR MISTAKE until they'd tried to fix it. Asked them how long that would take, was told "could be months". When they finally did call it a day, they still wouldn't offer me a reduced price standard broadband, trying to charge me MORE THAN FIBRE WOULD HAVE COST! Absolute con artists. Avoid, better to pay the little bit extra for a real broadband provider.
  • Reviewer
    Location
    Halesowen
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute waste of time I would not recommend them at all.
  • Reviewer
    Location
    Canterbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If it was at all possible to give negative stars, I would give Plusnet minus 5 stars. The broadband is not only slow but redefines the word, frustrating. I am not exaggerating when I say that I cannot leave my room without the internet cutting off and needing to be reset and connected to about 10 times. Yes they're cheap but that is the only redeeming quality. Don't bother using Plusnet. You'll have a more pleasant experience repeatedly slamming your fingers in a door.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Me leaving a review says something as I usually don't bother with leaving reviews if I was slightly unsatisfied. However, Plusnet has been so incredibly awful that I just had to give my two cents. I booked plus net as I heard some good things about them. They charge a £50 installation but claim £50 cash back so thought that would be taken off straight away. My total bill was £75 and when I paid I waited for an email about the cash back. No email, so I called them. Was put on hold for about 1.5 hours to eventually speak to someone that couldn't handle me being slightly annoyed about my experience so far. He was quite rude but did cancel my subscription in the end as I had enough at that point. He guaranteed that I would not be charged for the £75. 2 days later, £75 came out of my account. I called them again, again put on hold for nearly an hour. The guy that answered didn't even give me a chance to say anything, was extremely rude from the start, interrupted me,... It's obvious that he had been complained at by other customers all morning, but I hadn't even complained about anything, I just asked about my charge. People like that should not be put on customer service. I wish I could make a complaint about just the guy individually but I don't want to be put on hold for another hour. Worst company ever!!!! Ended up going with Sky, as they seem way more reliable. Moving house is already so stressful, i really don't need a bunch of rude guys making it hard to just get broadband connected. Awful.
  • Reviewer
    Location
    WIDNES
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First things first if I could put a minus score for plus net then I would!

    Had a Internet speed problem back in February this year. Rang customer service long story short bt engineer was call out. The engineer came to the house on 4th March this year however the engineer couldn't fix the fault so advised plus net to replace router to see if that fixes the problem. Recieved new router about a week later rang plus net to let them know that I've the new router and I have connected up and that they should be able to track my speeds and get a better idea of what the full problem is in hope to fix it however my speeds didn't improve I was still getting less that 10 mbps on a fibre broadband of up2 38mbps. So adviser told me let me update the faults and let them look at it themselves so I agreed they came back to me two weeks later to ask me to do some channel hopping the best speed I could get was 11mbps so he went away to speak to a college about this and came back with the advise that they need to look into further settings and they would inform me if the problem is fixed however nothing they did with the settings worked they made the speeds worse. Recieved an email saying that I could leave my contract without penalty as it was past 30 days since I first reported the problem.however I didn't feel that we reached to this stage yet and that there was still things we could try to fix the problem HOW STUPID WAS I! So we tried other solutions but nothing worked. I was in a Microsoft teams meeting on the 25th April this year and on 4 separate times during this meeting my Internet cut out completely I had enough I couldn't work with speeds like this so rang customer service again and told them to fix it or I leave. So got an a*sehole of an adviser on phone telling me that my speeds are fine and that I have to many devises connected at once which was bull s*it only had the 2 phones and my laptop connected long story short I was put though to a manager and he did a speed test and found out that there is a fault and that he will get the faults team to fix it but I had to give them time to do so however I had a call on the 4th May this year telling me that no one could fix the problem at all and asked me what I would like to do I said leave my contract without penalty that was agreed adviser told me that my final bill is 37.98 after deductions and my services will continue till the 1st of June I was happy with that but I woke up on the 12th May to a bank notification saying that I have gone into an unplanned overdraft I thought what the hell checked my bank straight away and found that plus net has taken 95 pound out of my account and sent me over drawn rang plus net straight away regarding this payment to get an a*sehole of an adviser on phone he told me that this was my final bill and that my services havnt been cancelled properly I was fuming and explained that I paid my final bill and that my account should be cancelling down over the next 30 days I told him to make sure that he cancels my account and I want the 95 pound refunded back to my account by the end of the day he persisted to tell me that they can't refund the money as I owed it I produced and email I received on the 5th May to confirm I paid my last bill and I asked to speak to a manager. Manager comes on the phone I explain the situation and he said he would phone back once he applied the refund. As soon as I put the phone down I realised my router was flashing Amber with a red briardbsnd light so rang plus net back explained about my router and the conversation I've just had with customer service that adviser put me through to the faults team to solve my issue got told aload of bull s*it about a fault on my external line and that I should have my services up and running within 4 hours however my services was not reconnected within those 4 hours so I rang the faults team back explained about the refund and the manager not phoning as well as services not being reconnected I was informed that the refund hasn't been put through and they can't get the services back up and running because the first advisor I spoke to that morning ceased the line rather than a cancellation which automatically disconnected me from the main external exchange box so I hit the roof rightly so told them what am I supposed to do without services as I was due to start a new job from home the next morning I was advised that there is nothing they can do so basically I became more frustrated and requested to have a manager on the phone immediately I spoke to what I thought was a manager however it was another customer service advisor as I later found out explained the full situation to him and I made it clear that I want a refund of the 95 from the morning and wanted services up and running so long story short they offered a good will gesture for my services they requested my refund by 3 different methods now were on the 22nd May still no refund received AVOID AVOID
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just avoid. The service was bad when we had it, then the cancellation process has dragged on for over 18 months! We cancelled because we were moving to the USA - then two months later they got a debt collection agency involved saying we owed them money. That eventually got resolved. Then, a year later they did the same thing again! As we live abroad we got the letters late and discovered one threatening imminent court action! They had 'forgotten' to remove our account. So now my credit rating is affected negatively and I've spent many hours trying to resolve everything. They also refuse to send me confirmation that the debt collection has been informed to stand down. A total nightmare. Avoid!
  • Reviewer
    Location
    Bridlington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service, over a month and still not connected to the internet. Found out same as John Lewis, both should not be touched. Customer service is useless!
  • Reviewer
    Location
    Perth Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have had in my life from a company. Please avoid at all costs. I paid £31.99 to take out landline and broadband I then got an email to tell me there was a system problem and the order didn't go through. I made 3 calls waiting over 45 minutes. I was told I would get a refund but it would take 20 days, no sign of it yet, the staff you speak to are thick, I was to,d it was a different system to take than a refund system. Please do not go near this inept company.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful! unreliable service. terrible customer service. spent hours and hours on the trying to get in touch with support. When finally succeeded, received very poor service. had to spend several days at home from work for technicians visits that did not solve the problems. tried to cancel service and switch to a more reliable provider. Had to spend hour on the phone to make it happen and received rude and unreliable service throughout. Stay away from Plusnet!!!
  • 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
    WIDNES
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Mold
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been having trouble with my broadband for 11 months and have given up hope of ever getting it resolved.My speed is slow although I'm paying for fibre.I keep losing my internet connection.
  • Reviewer
    Location
    Salford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.

    When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!

    Please avoid if you value your time and sanity.
  • Reviewer
    Location
    Didcot
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I am disgusted. Ripped off as a single pensioner! I was not notified of new contract. It was automatically renewed without my permission. No email notification to give me a chance to go elsewhere. Rang and complained. They got me a slight reduction from nearly £30 a month to about £25. Blackmail as far as I am concerned. If I leave I will owe £170 (these figures are approximate) disgusted! I have complained to no avail!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    3 months already with just 0.2 Mbps
  • Reviewer
    Location
    Warwickshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use this company

    I mistakenly signed up for fast fibre broadband on 12th July and now on the 1st August I have no broadband and little prospect of it till 8th August. This is because of the incompetence and lack of interest on behalf of plusnet to deliver the appropriate router.
    Customer Services have been trained to say how sorry they are in 100 ways but no training on how to resolve a customer complaint. Pathetic, but what do you expect from a bt company
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from Plusnet! When setting up the contract, great, then your on your own, no email address, web chat when somebody is there which is rare, just passes you around , as for ringing them, don't bother, 20 mins plus waiting, then passed over, and over, min call time 35mins only to be spoke to like an idiot. I tried to cancel as the increased my monthly charge without any notice, the smug guy on end of phone said, we sent you an email, you didn't respond, you've got a charge, £72.90!!! They are liars, checked my mail box, nothing at all, told them to resend the email with date on as proof, surprize, they say they can't do that, told them the broadband is slow, useless, phone line been dead 3 weeks, sent me a ticket, said wel fix it, after fixing said a charge £65.00! Unbelievable, how about advising first there MAY be a charge at which point I would have said don't bother, I'm cancelling, customer service awful, broadband awful, they do NOT, do you proud!
  • Reviewer
    Location
    Hoddesdon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Throttling seems to be endemic with budget providers.
    Frequent drop out and times when no service available.
    Glad I'm not paying huge sums for this.
  • Reviewer
    Location
    Suffolk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just Awful. Worst provider and worst service I have ever experienced from a broadband provider. Long contracts and still stuck paying extortionately high prices for such poor service. They don’t care though.
  • Reviewer
    Location
    N.Ireland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute disaster of a company. 6 weeks, probably 5hrs on hold and I STILL don't have broadband. I wish I had cancelled them when they first mucked up my order, but I chased my losses and am regreting it big time.

    Bounced from department to department, made to feel it was my fault, given plainly false information. Now they won't track my topcashback referral.

    How this company can claim to have good customer service is beyond imagination. They are by far the worst. And after 6 weeks I'm not even connected.. fml. Fthis company.
  • Reviewer
    Location
    WGC
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet service is non existent. I can’t use my internet at all! I have had a BT engineer tell me I need fibre to get any hope of using internet. I had been told by tech I could leave FOC if it’s proven that they cannot give me the service I’m paying for BT engineer confirmed that. Yet now when I say ok I want to leave then, Staff suddenly start being obstructive and saying they need proof I was told I could leave! why would I lie? It’s hassle for me to change providers! They said they will let me change to fibre but I don’t want to stay with Plusnet as they are not the cheapest fibre provider and frankly I don’t trust them anymore and I certainly don’t want to stay with a company that just stopped short of calling me a liar! I have made a complaint to OFCOM as I feel it’s so wrong to try to push another contract on a customer who wants to leave because of already poor service.
  • Reviewer
    Location
    Berkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We recently moved and signed up for Plus Net on the 12th of January. Every Friday since that date they have claimed our internet would be ready to go, this was clearly a lie to keep us hanging around. They won't talk to me claiming they can only speak with my partner, he has tried to make me an authorised caller, but this process takes weeks, Now they are saying we will have internet by the 13th of February, but I'm assuming this is a lie as well. I wouldn't sign on with this company of incompetent liars!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Hi there

    I want to warn other people who are potentially thinking of changing broadband provider. I was with Virgin but was experiencing slow speeds and was paying too much for a service I only partially used. I looked online and thought the plus net deal for phone and broadband looked good so I signed up. I then faced a very long wait trying to speak to someone as I have plus net phone and broadband in one of my business premises so I wondered if they might have been able to offer me a better deal....I was transferred to someone else and lost the will to live having been on hold for over half an hour. Later I received a text saying my installation had been changed from PM as requested to AM - I tried to contact plus net about this but faced an unacceptable wait of over 30 minutes each time I tried. I then managed to log my question about this on their website and received a response saying it would be dealt with in 24 hours.....no response after 2 weeks and counting. Anyway, I digress, the main reason I am disgruntled is due to the fact that nowhere on the site does it explain that if you don't currently have a BT phone line a new one will have to be installed which may involve drilling a hole into an external wall; maybe to some people this is obvious but I am a compete dunce when it comes to technology and I did not realise this - if I had I would never have signed up. I think there should be a check-list on-line for people to complete when they sign up for a service so people are aware of what may be involved. Our engineer arrived this morning and within 2 minutes he said that he recommended staying with Virgin as he was going to have to drill a hole from outside in to our new extension and run several metres of cabling......he said to call plus net and say I wanted to cancel and that I would be in the cooling off period so all would be well. I see from other complaints that the cooling off period applies from the date you place your order, not the date of installation - very convenient for plus net. When I called to cancel (after another long wait) I was told that they would process the cancellation but that I would be charged £49 for the engineer's visit. I said I was upset about this as he didn't do anything except advise us to stay with our existing service and he was literally in the house no more than 4 or 5 minutes. I said I wanted to complain and a case was opened but during a call later in the day I was told that they were sticking with their decision not to refund me for the engineer's visit. I think this is shocking and want others to be aware so they don't make the same mistake as me.
  • Reviewer
    Location
    Essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would never recommend plusnet internet so slow that it's impossible to watch a program online even if you are the only person on the internet. Also I had signed a 18 month contract and they have increased the line rental within 6 months of that contract period. Customer service poor as it takes approximately 45 minutes to get through to customer service.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had the worst experience with Plusnet i've ever had with a company.

    Took out a contract 15 days ago, got activation on the 14th day, and only had 0.41MB speed from the promised 55-77MB speed. So had no choice but to cancel. Plusnet said i'd passed the 14 day trial... err, only got activated on 14th day!!! And, was told By sales that the 14th day trial begins when activation starts, NOT TRUE! So this company is a total scam. Also i have to pay £50 activation and £23 for a month of service that is not usuable. Out of pocket £73 with no product = SCAM !!!!!!

    STAY AWAY FROM PLUSNET

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