3,751 Customer Reviews over 94 pages
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- Location
- reading
- Reviewing
- Plusnet
- Date
- 2015-12-19
- Comments
-
Plusnet used to be excellent but now they are so bad 60 min wait time on phone , fault out for over a month and not resolved . Do not listen , fob you off ,will not let you speak to manager close complaints case without resolution AVOID.
- Location
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- Location
- leeds
- Reviewing
- Plusnet
- Date
- 2015-12-19
- Comments
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i will never go with this company again i paid full money upfront for a 12 month contract they said i would get a £50 pounds amazon voucher they sent me the link to click on and nothing i have have been waiting 5 months phoned loads of times and sent emails but still nothing i would not trust plusnet be careful about what they promise you i have reported them to trading standards for breech of contract and awaiting reply
- Location
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- Location
- ripley derbyshire
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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My broadband speed is appalling and has been for the past month. Every time I ring up it says an hour wait! When I spoke to the technical advisor tonight he was about as helpful as a chocolate teapot. We haven't all got vast computer knowledge and I do not appreciate going round in circles! Still no closer to the speed being rectified. Not happy.
- Location
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- Location
- Near London
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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Hopeless. They used to have a reputation for customer service. Then they were bought by BT. They are almost ucontactable as the phone queues are so long and the chat support is hopeless and contradicts what the guys on the phone tell you. If you choose to use them then prepare to put your life on hold for a month or two. I ordered fibre in a property that I moved into that had previously had plusnet fibre. They accepted the order then downgraded me to standard (less than 1MB) without telling me. They then spent a further month trying to blame others for their mistake. I moved into another property while still under contract. They managed to fail to get broadband installed and blamed BT saying the line was not active (when it was). Utterly shamefully hopeless. Sad really.
- Location
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- Location
- cambs
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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They used to be great!!!. What happened!!! 30 min call wait re broadband problem. Sent a link which I couldn't open. Finally got the link after 2 days wait and it was useless as I couldn't access the info as explained on a utube site. What do I do now ?
- Location
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- Location
- Bury, Lancs
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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I was with Plusnet for a year in which I had only 10 monthsof service. ?There were problems from the start, mainly with their ordering and customer service but sppeds were atrocious as well. They insisted a line fault was in our house but, unknown to us, sent an engineer to check who disconnected the line without re-connecting it leaving us with no phone or Internet. We then tried to upgrade to fibre, I stayed off work for a day to wait for the engineer costing me £120; he didn't turn up. After admitting their faults they only£80 worth of discount off their service ... I wouldn't touch them with a barge pole! I've gone for Sky who seem infinitely better!
- Location
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- Location
- Cullercoats
- Reviewing
- Plusnet
- Date
- 2015-12-18
- Comments
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This is the worst company that I have ever had the misfortune to be involved with...the customer service stinks..even now after I,ve left I still have trouble. would not recommend this company to anyone an Im surprised plusnet stay in business.
- Location
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- Location
- Poulton-le-Fylde
- Reviewing
- Plusnet
- Date
- 2015-12-17
- Comments
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Dreadful company. This evening, so far, I have been waiting for 1 hour and 34 minutes, still no one answering, listening to terrible music, with the intermittent voice saying they are very busy. This must/has to be the worst company on the globe. I have been a customer for about 7 years, and seemingly they tell me I can't leave until the end of next year. Wish I could sooner, they are so bad and going worse. They don't provide ANY service when a customer has to wait such a long time before anyone answers. I've got 30 minutes before they seemingly close down, what's the bet, I'll be waiting until then - of course. Please don't consider of using Plusnet, they are terrible, with no customer support at all. Wish I had never heard of them.
- Location
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- Location
- Bingley. West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-12-17
- Comments
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The absolute worst company I've ever dealt with. Both my partner and myself changed to them at the same time. We both agreed to a one year deal but it was for 24 months when we got the contract through. When I phoned they were really disrespectful and rude and arrogant. The broadband is very slow and we get regular messages saying not connected to Internet. Can't afford to cancel just yet cause I'm not half way through contract but can't wait to get rid of these rogues
- Location
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- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2015-12-17
- Comments
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PlusNet technical support is absolutely dreadful. My broadband speed has been atrocious ever since I joined them. I get fobbed off by inaccurate causes where they blame everybody but themselves and each time they are wrong. My recommendation is to give them a wide steer.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2015-12-17
- Comments
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Customer service patchy, some people are very good, then again some are terrible but most annoying are the phone waits , up to 40 minutes is not uncommon, speed is slow and unreliable so sadly i m having to ring them frequently, cannot change till end of my contract apparently so i pay a lot for very little, they give better rates to new customers and dont look after long standing excisting ones so will change as soon as i can
- Location
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- Location
- Redditch
- Reviewing
- Plusnet
- Date
- 2015-12-16
- Location
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- Location
- Knutsford
- Reviewing
- Plusnet
- Date
- 2015-12-16
- Comments
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They give you a 14 day cool off period but don't install line for 21 days, so if no good how can you cancel if service/support are not up to expectation. They set up my Account Name incorrectly and then asked me to change it on line !!! If you could get £1 for every time a PlusNet "Customer Service" representative said sorry you would get their product free of charge. BT are no better, oh they are owned by BT, what a surprise.
- Location
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- Location
- Lincolnshire
- Reviewing
- Plusnet
- Date
- 2015-12-15
- Comments
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I opted to switch to Plusnet because of the supposedly good reputation (Ha Ha). They sent out a new router and took my money quickly. I had to call them about an issue with the provider I was switching from. It took 52 minutes for the call to be answered and I was told they would deal with my issue (they didn't). So....I rang back again 3 days later and after 40 odd minutes someone answered who said 'I don't deal with that - it's so and so in the next office'. So I said could I have a quick word. No was the answer - call back. Another 45 minute wait for my query not to be answered. I asked to cancel, but that meant sending something by post (yes....reallly). I did this and emailled also. No reply. I threatened them with legal action which 3 weeks later got my contract cancelled. Avoid this inefficient shower.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-12-15
- Comments
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Shocking, incapable to provide services, please do not believe their fancy advertising and cheap broadband. Plusnet simply is not a reliable broadband provider, you will soon realise it once waiting for more than an hour to talk to someone in customer services.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2015-12-15
- Comments
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Had the contract for 12 months requested it to be cancelled at the end of the 12 months with plenty of notice due to putting the house up for rent, the company continued the contract regardless with extortionate amounts and roped me into paying more to get out of the contract. Definitely would not recommend them, please read the fine print you think you're getting a good deal and you're not. Advisors very snotty or cant understand English. Excellent speed and connection though
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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My BT contract was expiring in mid December so I contacted Plusnet on 21/11 and arranged to transfer broadband and calls. Despite the 10 day transfer claim, by 8/12 I had heard nothing further than the initial confirmation email and the deduction of my 12 month advanced line rental. I spoke to some unhelpful person in an on-line chat who said there had been a problem but nothing had been done about it and he didn't even know what it was (and couldn't arrange for anybody to contact me)! So effectively nobody was bothered until I had asked for an update. He couldn't cancel my order and I had to call the cancellations team at 0800 the next morning which I did and spoke to a very apologetic individual who promised to look at it again and speak to the technical team. He would text me with an update (or call) and I could proceed with the cancellation if I still wanted to. Needless to say there was no further contact so today (6 days later) I have finally cancelled my order because the customer service advisor told me that there was still no progress (over 3 weeks after the initial order!). Shocking service. The company had done nothing about the initial 'issue' whatever it was (nobody could tell me) and the follow up was equally bad. I wouldn't recommend them to anybody (and I now need to spend another few hours looking for the best deal!).
- Location
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- Location
- HOME
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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I would like 'get connected' to explain what an ADSL connection means to an 84 year old. It took me all day on chat line to get this info. My computer is upstairs and so the cable instuctions about the telephone line on the same floor as the computer confused me. was not correct in my case.
- Location
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- Location
- Runcorn
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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After waiting 90 mins to get though on the telephone line to report a fault technical support stated that they could see the problem with the poor preformance with my broadband. He stated that he had altered the setting to increase the slow speed. after spending all that time waiting to report the fault there was no improvement at all. Phoned up again this time 45mins to get though to technical support He stated that there was a job ticket in already, i stated that the problem is still outstanding.
This went on with me phoning up and very long delays on the telephone to get though. In the end they stated that it would not improve due to the distance from the telephone exchange.
I could not even use a laptop to surf the net with a speed of around 1mb
When I stated that I wanted to leave because of the poor service they since a huge bill and a warning email stating that failing to pay would lead to a third party agency collecting the debt?
So in summary Poor broadband performance 1mb.s
poor and long telephone delays (90mins) check on thier own website)
then even when they are at fault they turn very nasty when you want to leave
with pages of small print.
I will leave you to make your own judgement however with my own experience of plusnet is very poor indeed.
thanks for reading this.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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This company used to be good wen they were the new kids on the block, but now they are just as rubbish as all the big providers. Speed dropped to half original (despite being super-expensive fibre) and then when I decided to leave them, they charged me £30 for the priviledge. Oh, and expect to wait about 40 minutes to speak to someone based in the UK with no customer service skills. Rubbish.
- Location
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- Location
- Alton
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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We have had Plusnet for many years but recently 'upgraded' to include free BT Sport - What A Mistake !!!!!
Have had no end of problems and absolutely no help at all from them. Have now been cut off as I didn't pay the bill because we were not getting any service !!!!
Why should I pay for something I'm not getting ????
Will not be using them again.
- Location
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- Location
- Abercych
- Reviewing
- Plusnet
- Date
- 2015-12-13
- Comments
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Very frustrating dealing with this company. Spentbover 3 hrs just trying to contact them. I switched from BT and plusnet failed to send a router. "Customer services" said their tech team would make sure I could use BT router then cut me off entirely!!! No phone or broadband for 9 days. Contacted BT to rejoin and they can't get me back up until 30dec !!! Avoid plusnet like the plague.
- Location
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- Location
- Carnforth
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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Been with them for 9 months now and the broadband has been really slow and kicks us off all of the time, i must have phoned them 12 times or more and have never been on hold for less than 30 mins with the longest time being 1hr22mins! And all they do when you get through is fob you off with the same rubbish! Worst provider we have had.....
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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Have been a victim of PlusNet customer "service". Waiting on the phone for up to 40 minutes before being disconnected on more than one occasion. Truly terrible customer service.
- Location
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- Location
- Falkirk
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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Placed an order for phone and broadband. Was given a date of 2 December 2015. Called to see when I was going to get my router and asked them to confirm when go live date was. It had been put back til 29 December. Later that day I got an email stating that they have changed the date again until 19 January 2016. I cancelled and went back to virgin. Their customer service is non existent and would trust them as much as talk talk with my details.
- 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
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- Location
- Dudley
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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Awful company. Switched to them via their website on the last day of a special deal. They took my card payment straight away but heard nothing from them. Now they claim they have no record of my details and they cannot trace a card payment so they cannot refund my money. Fobbed me off to speak to my card company to try and get a refund that way. 30 minute wait time on the phone
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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spent all week trying to get my phone and internet connected but no joy,spent at least 7 hours trying to get through still no joy,what do they say we do you proud what a load of rubbish,will be cancaling so they can whistle for there cancaltion cost.
- Location
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- Location
- northumberland
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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This company takes poor customer service to a brand new level. They have had me messing about for 3 days spending HOURS on hold and all to arrange for a simple £20 transaction. I urge everyone to take the negative reviews here with maximum seriousness. This company is seriously under resourced and lacking in courtesy. Oh and being forced to listen to the Human League over and over and over again? It warrants a special paragraph in the Geneva convention.
- Location
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- Location
- Bracknell
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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Ordered Broadband 4 weeks ago , they have set-up a direct debit and that is it!! Bee sitting on the phone for 30 minutes and still only 4 ahead of me. I was with plus net before and switching from John Lewis broadband I am regretting this now.. waiting waiting!!!!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Location
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- Location
- Highlands
- Reviewing
- Plusnet
- Date
- 2015-12-10
- Comments
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I have been with Plusnet for many years and they used to be good. Unfortunately the service now is hopeless. If you have a problem,it takes at least 20 minutes to get through to customer services and when you do, you are speaking to a computer with a human voice. If you want to speak to a real human, you have to get a call back which can take up to 72 hours. Of course the chances are that you won't be at home when this occurs. I definitely would not reccommend Plusnet so don't be fooled by the TV adverts that boast about the wonderful customer service.
- Location
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- Location
- Leics
- Reviewing
- Plusnet
- Date
- 2015-12-10
- Comments
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Switched from BT and wanted to continue to use my BT router so had to contact Plusnet customer services. Glad it was 0800! Pressed the wrong button and went to the wrong dept. I was v.quickly transferred to the correct dept who assessed what I needed and transferred me to technical support. After a 3 min wait (I was warned that as it was 5:30pm that they were busy!)I was quickly and politely talked through the process and checked that I had access. Whole thing took just over 10 mins. After BT and TaklTalk it was a wonderful change. 48 hours in still waiting for the Bband to get up to speed but has improved already.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-12-10
- Comments
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Waited 42 minutes of hold for telephone technical support - made me want to scream.
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Shocking customer service, hours waiting on the phone and failed to resolve problem when call answered. These people are shocking, I've had problems with one thing or another from day one...
- Location
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- Location
- alexander
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
- Location
-
- Location
- alexander
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
- 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
- North London
- Reviewing
- Plusnet
- Date
- 2015-12-08
- Comments
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DO NOT go with Plus. I have been with them for several years now but this year the connection drops all the time, even though I'm in North London, hardly the Outer Hebrides. They sent me nerdy instructions which I followed to the 'T'. Lo and behold the connection drops off all the time, several times a day. Useless, am planning my escape.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-12-08
- 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.