3,751 Customer Reviews over 94 pages
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2020-02-12
- Comments
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I genuinely cant wait to be out of contract with plusnet.
I have been with them a year. We are not high users at all. Usage is limited to youtube, Prime, twitter and internet research.
The connection was fab at first but 6 months in even prime TV buffered. ITV hub is unwatchable because it wont load and/or has long 10min periods of buffering. I can pick it up just fine absolutely anywhere else but my house.
The signal dinks off completely, evry so often.
It was off for 3 days at one point.
I don't have anywhere near enough control of privacy or safety content or internet timers.
As soon as my contract is up I will be moving away from them.
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2018-12-02
- Comments
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Had nothing but problems with Plusnet since I signed up. You're supposed to have a 14 day grace period the moment your new bill is put in place so that if you can't pay your bill on time, you still have a set number of days before they add any restrictions to your account. Do you think I get that service? Hell no. Today is just another example of their mocking. They chose the date that I pay on, despite me claiming several times that they won't get their money that day due to it not being my pay day, but they didn't budge, instead choosing to tell me "You'll have 14 days to make the payment before we add any restrictions." which was the initial reason I switched to them to begin with, but instead, they add the restrictions the exact same day that the bill is due, completely breaching their contract with me (meaning I do have the right to terminate) and then adding restrictions to their own website so I can't connect to click the 'Not ready to pay?' option. Nor could I get onto it to get Live Chat support, or just to log in and pay if I had the money. If they don't want their money that bad, then that's no problem for me. But considering they know my difficult situation regarding why I need the internet, not want it, and that it's all apparently 'written in my notes' on their end, they don't seem to have any trouble messing me about at every possible opportunity. I've been their customer for over a year now and cannot recall a single time when this has never happened to me. Obviously their motto 'We'll make you proud' and their claim of being 'there for the people' is about as legitimate as my claim to the throne!
Personally, we should revolt against this disgrace of a company and come together to petition against their joke of a company, then send it in to trading standards, watch dog, and ofcom. Let's get the results we deserve from them!
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2021-06-25
- Comments
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Router would not allow a connection to the internet. I called Plusnet on 3 occasions and the staff were 100% helpful and courteous trying their best to help, eventually ordering the services of an engineer who came the following morning. He found a fault at the exchange and hey the internet is up and running with good speeds even on my basic plan. I have never had to wait very long when telephoning, brilliant customer service . If its bad service you are after --go join talktalk.
- Location
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- Location
- South wales
- Reviewing
- Plusnet
- Date
- 2018-03-04
- Comments
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Only writing this out of desperation. Joined Plusnet 16 jan and had no landline till this weekend. Broadband is non existent and has now lost me 2 days pay. Can only write this as using my mobile. I’ve spoken to many lovely people in customer support but just want to use broadband now. No problem with my previous provider
- Location
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- Location
- South wales
- Reviewing
- Plusnet
- Date
- 2019-03-02
- Comments
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Shocking. Stay well away. Had the worse 15 months of any service. 3 story home that I only get internet connection in living room and the one bedroom above rooter. Three other bedrooms you got no chance. When you speak to customer service they keep saying your in a contract.. I'd really like to see this company fold or go into administration. It's got no care to customer's so trust me and stay well away!! I could go on and on
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2020-10-09
- Comments
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I was due to be connected yesterday afternoon. I stayed in as I was told if there was a problem the engineer would need to visit the house.....no one called at the house so assume the connection went ahead as planned. I still have no dial tone. I can't test if I have broadband as the router has not arrived yet. I have made numerous attempts to call customer service for an update but can't get through, their text chat is also disabled. The only line I was able to call was for cancellations. That was handy as I was able stop this madness before I was locked in to a contract. I don't know what award they have been given, but I can think of a few...none of them pleasant. AVOID this supplier.
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
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After the experience I've had today with Plusnet I find it incredible they have any customers - I spent the day waiting for a fibre engineer to install broadband - no show - after an hour on the phone it seems bt changed the appointment to tomorrow - and they accept the alteration wasn't passed on to me - demanded a full refund and got it ..... But feel I should get some recompense for the lost wages te on the and interest on the monies I paid them in advance - I see no reason why I should be out of pocket by even one penny when it's a communication issue between them and bt ! Not impressed that a company could make such a Ridiculous error........ I'm gonna try sky next as my previous attempt with Talk Talk was equally bad
- Location
-
- Location
- South West
- Reviewing
- Plusnet
- Date
- 2020-11-26
- Comments
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I really cannot emphasise enough how incompetent Plusnet's customer support is. The actual broadband service is pretty good. It's fast and generally stable (except for when there are faults on the Openreach network of course). The problems all happen when you have cause to contact their customer support. They have failed on everything I have asked them to do. They failed on a house move and I was without internet for a week. They failed to raise a line fault to Openreach twice - the first time I was without internet for six days, the second time I was without internet for 8 days and slow internet for a further 9 days. And instead of apologising and giving you your money back they will ignore you. If you have the energy to argue about it you MIGHT get them to acknowledge it is their fault and give you a pro-rated refund of their fees (NOT BT line rental) but the amount is an insult - about £5 a week.
The low prices are tempting and it is good value IF you never have a fault, never have to move house, never have a billing problem etc. But it's too big a risk to take. I strongly advise you to go with one of the broadband providers in the automatic compensation scheme (see Ofcom website). Their customer support is generally much faster and more professional because if they don't sort these problems out they lose money.
- Location
-
- Location
- South west
- Reviewing
- Plusnet
- Date
- 2016-02-12
- Comments
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Awful service, if you want to be robbed for service you didn't get and debt management for £10 when you had line issues over a month to get fixed to a useable state.
Avoid as seriously minus 100 stars is the correct rating
- Location
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- Location
- South West
- Reviewing
- Plusnet
- Date
- 2016-09-21
- Comments
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If I could give less than 1 star I would.
We recently decided to upgrade from adsl to fibre and switch suppliers at the same time. Chose Plusnet bas d on their advertising etc. Provisioing date was given as 18 days after order, ok we thought at least the broadband will only be out for a short time, how wrong could we be!
Phone was connected on the promised date but no broadband (previous supplier had disconnected at that point). A call to plusnet Cust Serv the following day, resulted in 40mins on hold then a further 35 mins on hold before getting connected to provisioning.
Long story short, yesterday 8days post the original date we were within a 2hr period told our broadband would be provisioned in a further 8 days, then that is was being worked on as we spoke, then that it would be provisioned in a further 12 days. Each time having to wait on hold for more than 30mins for the call to be answered then on average a further 20-25 mins for provisioning.
Enough is enough we cancelled the order completely and phoned Sky, whole process completed in 15mins, and although we have to wait 14 days for a connection, at least ai won't be wasting another 9hrs of my week on hold with Plusnet.
A lucky escape I think.
- Location
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- Location
- South west
- Reviewing
- Plusnet
- Date
- 2021-09-20
- Comments
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Advertised online on the sign up page that you get a reward when signing up then refused to honour it. Nowhere in the T&C did it say you had to sign up over the phone. Terrible false advertising and speeds aren't great either.
- Location
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- Location
- south west
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
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Atrocious customer service. No particular problem with the broadband speed, seems pretty average for this location but the farce we've had to put up with in terminating the contract has been ridiculous. Plusnet cancelled our direct debit the day before trying to take the final payment from the account and have since sent a series of emails (from address which won't accept reply!) and letters threatening extra charges and legal action despite hours spent on my part on numerous phone calls, emails to clarify and resolve a situation thats entirely of their making. Appalling lack of clear communication on their part, to the point where we're getting calls from debt collection agencies when we have already dealt with their incompetence and paid the bill. Its difficult to get across just how inept this company is.
- Location
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- Location
- South west
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Just BT operating under a different trade name, same terrible service customer support only in place for "new customers only" and packed of stealth charges. AVOID AT ALL COSTS unless you love BT.
- Location
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- Location
- South West
- Reviewing
- Plusnet
- Date
- 2021-04-22
- Comments
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Sometimes review sites really just need a 'no stars' option... and this is one of those occasions. Plusnet customer service is beyond appalling. The staff are polite and apologetic but when you really need them they let you down badly - repeatedly. It takes over an hour to get through on the phone. If you raise a ticket it will be days before they look at it - they may not look at it at all. They say they will do things and don't. Their automated fault reporting system doesn't report faults. Their automated billing system raises random bills. When your bill is due they block your access to their website so your only way of logging in or contacting them is via another internet provider. Honestly, I could go on all night. There are thousands and thousands of furious customers. How they are still trading is a complete mystery.
- Location
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- Location
- South West
- Reviewing
- Plusnet
- Date
- 2020-08-10
- Comments
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Signed up on the 15th July, it's now the 10th of August and I still have no access to the internet!
Forced to spend countless hours in phone queues just to hear Plusnet staff play pass the buck and allude to the idea that some people have been waiting even longer than 27 days! Beyond a joke.
To their credit though they did manage one thing on time and that was to bill me my first months line rental, cracking.
- Location
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- Location
- South west
- Reviewing
- Plusnet
- Date
- 2020-08-02
- Comments
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As the Plusnet customer service repeatedly made mistakes at the renewal of our broadband contract, this time I left for Shell energy. I should have done earlier. I discovered Plusnet Unlimited Broadband was slow and unreliable at hindsight. Transfer was very smooth. If you don't want to waste your time , avoid Plusnet.
- Location
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- Location
- South West England
- Reviewing
- Plusnet
- Date
- 2017-04-27
- Comments
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Switched from BT to plusnet and what a mistake that was. The day my broadband went live, I plugged in the router and the light was blue signalling that it was working, however whenever I tried to access any website I was taken straight back to the hub manager and told that everything was working fine. So I called Plusnet, waited 50 minutes for my call to be answered, the lad on the phone said that they don't have enough staff at their callcenter to take calls quickly enough, not his fault and I respect the honesty. Anyway after trying everything they suggested which I had already done multiple times, I was told that I needed an engineer to come out to address the issues, which I had to pay for! I declined that and I said that I wanted to cancel my service, but as I had to wait almost an hour for my call to be answered I was told that department was closed and I had to call back the next day, so I did, after another 45 minute wait I was then told that it would be £240 to cancel my contract with Plusnet as I had gone one day over the 14 day cooling off period, but I hadn't even had my "service" for a full day! Eventually I was told that I could cancel and not have to pay, but I was then told by another "team member" that in fact I was lying and that no one told me I could get out of my contract for free, I was then threatened with being taken to court and to have debt collectors come to my house but I explained that they original called were recorded and that I wanted to speak to someone more senior. I was told I would be called back within 24 hours, no call for 4 days until I had to call again and wait 70 minutes this time to get through. I had the router plugged in for 3 weeks and the problems never resolved themselves. Went back to BT and the difference in their product and customer service is night and day.
I feel sorry for anyone who isn't tech savvy and who signs up for Plusnet on the basis that it's cheap, family friendly and "great customer service" as I was conantly fobbed off with "reset your router" or "change the wifi channel", which I had already done multiple times and I know what I'm doing.
Plusnet is cheap for a reason, don't buy into their stupid adverts. The big boys of the ISP world might not be perfect but they are a damn sight better than Plusnet.
- Location
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- Location
- South West London
- Reviewing
- Plusnet
- Date
- 2015-10-03
- Location
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- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2022-02-09
- Comments
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Absolute garbage. Lost count of the number of times it says the Internet is connected but doesn't work. If the power outs, it never works again once switched on and we have to go through the faff of phoning Plusnet to reset the service which is never a quick fix because customer services can never quite grasp that their steps don't work with our router (Aisus). Not compatible with Google WiFi. Cannot wait for our contract term to end. Nightmare from start to finish.
- Location
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- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2022-02-24
- Comments
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To all people who are wanting to sign up to plusnet. Please DONT. We had this company in our home for 5 to 6 years and during this time we have had trouble with slow speed and six engineers later it is still not right. We had decided to go to another company due to the very poor service and was also very under advised by the sales team and also during complaints we have now found out after going to another company there is a leaving fee of £246.09. Whilst trying to sort these issues out we have then found out to our horror that they only had the records going back 2 years, bearing in mind we have been with them for 5 to 6 years. This is due to company policy that reflects on their poor customer service that makes them rubbish. Pease be aware of this as we have been conned!!
- Location
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- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2016-08-15
- Comments
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After selling and charging us for Fibre internet, we late realised they hadn't switched us at all! Attempting to change back to our previous broadband was ridiculous, as customer support had long waiting times and the operatives just redirected you in between departments. Few months late they randomly changed our phone line to them without us even asking, and again resolving this was just another big hassle. Internet speeds advertised as up to 17mbps only achieve 2mbps, even though neighbours on similar contracts receive higher. Moving away as soon as possible. Stay away!
- Location
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- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2019-10-13
- Comments
-
Switched away both of my lines from PlusNet because I was fed up of the instability of their connections, 3 disconnects a day whilst trying to work, watch, or play online was fairly typical, and despite sending 4 BT engineers out who said the problem was with PlusNet, PlusNet refused to act. Since moving to my new ISP I have a typical connection time of weeks and months highlighting the fact that it was indeed PlusNet at fault with an unstable network and they simply don't know how to manage or fix problems on their own network.
To make things worse, upon leaving they tried to bill me for 24 days of service past my exit date, and when I asked for an accurate invoice I was told they're incapable of generating one in less than 21 days. I therefore asked that the incorrect bill be declared null and void until such time that they could generate an accurate bill, but I was told this was not possible; therefore PlusNet's conclusion to their inability to generate accurate bills in a timely manner is to place the burden on customers to give PlusNet money that they are not owed in the hope PlusNet one day return it to you.
- Location
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- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-01-12
- Comments
-
Was fine, albeit slow and suffered a few drop outs on my router, stayed with them for 6 years.
Then, all of a sudden, a charge appeared on my bill for £20, which nobody could tell me what for, instead choosing to baffle me with nonsense. And then, I decide to move away and they slap me with a £30 fee for cancellation, out of contract, and don't tell me about it - instead use quite a threatening sounding e-mail which says they will 'take further steps'.
I won't be back.
- Location
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- Location
- south yorkshire
- Reviewing
- Plusnet
- Date
- 2017-12-06
- Comments
-
I started with plusnet phone and internet five years ago and was very impressed with the fast responses to phone enquiries to helpline, can do attitude and prices...sadly things have changed A LOT!
I just moved house and have had to deal with the helplines again and it is just appalling I have been trying desperately to get the new phone line and internet installed, one call after another waiting 30 mins to 50 mins in a que with the music driving me nuts only to get cut off or to be transfered around and around because they do not seem able to understand what is wrong and who can sort it all out.
On three occasions now I have been promised that my internet will go live on a certain day only to find it is not even ordered let alone likely to go live, this is causing chaos for my family, business and after just having moved home it is a really bad time to be without interenet generally.
At this time I have again been promised that my internet will go live next in a weeks time...a whole extra week away! when I was first told it could begin just 24 hours from order. The original order went in two weeks ago!
I have no confidence what so ever that the deal discussed and agreed for my contract will be forthcoming because this on off on off stuff may well mean that 'deal' has vanished as when I mention this they get very vague and sound confused!!
I actually feel very sorry for the people working there they must spend their days listening to people going nuts in frustration.
Plusnet what on earth went wrong !!!!
- Location
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- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2017-07-21
- Location
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- Location
- south-west Scotland
- Reviewing
- Plusnet
- Date
- 2016-11-28
- Comments
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I have been with Plusnet since the spring of 2010, apart from once when they were down, therefore you can't check as you have no internet, I have never been disappointed. I have unlimited broadband only as yet, I don't have another package with them, but I can say I have had nothing to complain about and I'm happy with the speed and reliability, of course it can always be improved.
- Location
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- Location
- Southall
- Reviewing
- Plusnet
- Date
- 2017-11-23
- Comments
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It was such an unfortunate time when I switched my home phone and broadband from EE to Plusnet. They were supposed to activate my service on 30th October 2017 without any interception but I was left without phone and broadband for 24 hours and after calling plusnet so many times my home phone and broadband was eventually became alive. Plusnet live chat is not helpful at all and when you phone them you will have to hold 45 minutes each time.
Anyway, I am without broadband since it has been activated a month ago. Nor did I receive any response to my written complaint about the problem.
- Location
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- Location
- Southall
- Reviewing
- Plusnet
- Date
- 2017-11-23
- Comments
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It was such an unfortunate time when I switched my home phone and broadband from EE to Plusnet. They were supposed to activate my service on 30th October 2017 without any interception but I was left without phone and broadband for 24 hours and after calling plusnet so many times my home phone and broadband was eventually became alive. Plusnet live chat is not helpful at all and when you phone them you will have to hold 45 minutes each time.
Anyway, I am without broadband since it has been activated a month ago. Nor did I receive any response to my written complaint about the problem.
- Location
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- Location
- Southall
- Reviewing
- Plusnet
- Date
- 2015-08-14
- Comments
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Having applied online to Plusnet Broadband, and waited for an engineer on the three allocated days with no appearance. I decided to call their sales team to secure an installation date from an actual person.
I was assured by Hannah, who was most apologetic, and assured me that my order was confirmed.
Today I called and spoke to Russel Swift from the sales team to ensure the engineer was due over the next three days, only to be told they had no order with my my user name, password, post code or name.
I asked to speak to a manager but apparently they were all busy, probably dealing with potential customers
complaining.
I have waited 30 days for my broadband to be installed with Plusnet, and after spending another 30 minutes tonight waiting to speak to anyone at Plusnet to give me an explanation or apology, I have decided your customer service claim is a joke.
Another potential customer gone. X
- Location
-
- Location
- southampton
- Reviewing
- Plusnet
- Date
- 2015-11-04
- Comments
-
Read this before you make a huge mistake signing up.
This is the worst broadband I have ever had. Be prepared for random drop outs lasting for a couple of mins to a couple of hours Complain and you will be told they are within their rights to have 5 dropouts in 24 hours and they do right when you are streaming
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2020-10-18
- Comments
-
Utterly disgusted with Plus Net. I have been a customer for a few months and having serious issues with the WiFi dropping out about 3 or 4 times a day.
Have lost about 4 hours on the phone trying to get the problem resolved over numerous calls and emails.
Have decided the only option I have is to leave and they want to charge me £130 and are not prepared to waiver any of the fee as they don’t guarantee WiFi connection.
I’m literally sat next to the router and it doesn’t work so I do not think this is good enough.
Don’t have a problem that they can’t resolve the issue, just have a problem they won’t let me leave without massive charges! Repeatedly telling me that 99% of their customers are happy does not help. If that was true then surely letting the 1% such as me leave without penalty would not be too detrimental to their business.
- Location
-
- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2023-03-22
- Comments
-
Everything was fine at the old address. The problems started when I changed my place of residence. Plusnet couldn't guarantee me the high speed internet I had before so I ended my contract with them early. They make me pay a fine for this. In their regulations, in point 9.4, it is clearly written that if they cannot guarantee me the existing services at the new address, I can terminate the contract earlier without paying a penalty.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2018-06-09
- Location
-
- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2020-02-20
- Comments
-
Have been a customer for 6 years and it was great up untill 2 years ago when they brought out the new hub. Can not handle 5hz so randomly locks out phones as an authorization error or drops speed when gaming. Leaving you unknowingly eating into any data allowance. Have always liked plusnet, customer service always helpful just they won't stop defending that damn hub. In 2 years I've been sent 3 to replace faulty ones and it's got worse since the last software update. I'm have moved suppliers. May come back when they lose the hub.
- Location
-
- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2015-09-18
- Comments
-
I had thought that Plusnet were the very best at looking after their customers. For me, the reality is that they cannot appreciate problems, even when the nature of the problem and the solution is presented to them - this has happened a number of times. The latest disaster is their simply saying (after some delay) that they are unable to deal with the enquiry.
Regards, lim
- Location
-
- Location
- southampton
- Reviewing
- Plusnet
- Date
- 2015-10-23
- Comments
-
Biggest Mistake I have made going to Plus Net Firstly the router they supply has no range like the Sky I had previous despite being in the same location. Had to buy 2 wifi extenders If you stream movies don't expect to see the end of them as it constantly drops out. Phoned them and after a 45 min wait I was told they were allowed to drop out 5 times a day and mine had only dropped out 3 times in the last 24 hours Drop outs can last mins or hours but they said they are allowed I was also told they are NOT a premium broadband supplier so don't expect a premium service Roll on March 16th when I can dump this lousy service in the mean time I must tell everyone
- Location
-
- Location
- SOUTHAMPTON
- Reviewing
- Plusnet
- Date
- 2019-04-22
- Comments
-
Only been with plusnet couple of months have issues every day broadband speed terrible average around 15mbs, constantly loosing connection, only positive is the cost is a third what BT was charging
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2014-02-15
- Comments
-
I pay only £2/Month for unlimited broadband. I should get 14 Mb but I get between 1.7 Mb and 7 Mb (if a good day). With O2 I always got 12-13Mb. I cannot watch (ever) BBC iplayer without cuts (or Lovefilm). Gaming? What is that? Since I am with Plusnet I cannot even dream about playing CS or BT4.
Avoid even if you get it for free. It's pointless. I can't watch a movie in 1 go without having to reload 5-8 times.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2020-01-22
- Comments
-
I ended my contract and Plusnet email me a bill of £19.41 which I was told to ignore.
Plusnet sold my debt to Oriel which is a debt collection agency and I had to pay them almost £27.00 not to scew up my credit.
I would never go with Plusnet again.
Rip offs. They claim to be the best but the speed on my WiFi kept going down and they always increase your monthly bill.
- Location
-
- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2022-09-03
- Comments
-
From start to finish this is a very poor service, do yourself a favour and spend a little more and get a competent provider
- 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.