3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-11-24
- Comments
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Been with Plusnet for a couple of months and started having problems so rang them. They are no help on the phone but they arranged an engineer. The engineer came to fix the problem and made it worse! Been running speed checks and the download and upload speed is both below 1! Terrible service and everything takes forever to fix!!
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2021-03-31
- Comments
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Disgusting company. Non stop problems. Randomly keep taking money from my account and are now refusing to refund it into my account, saying I have to wait to a check. Surprise surprise, no checks have turned up.
AVOID!
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2016-09-19
- Comments
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Moved house and it took them weeks to sort my internet out and they kept cancelling appointments from May-July to come and sort it out, so with during that time I had no internet but they was quick enough to take payments out of my bank so now they owe me 2 months money and I've not received it after me ringing them for over a month over it they also kept sending emails saying it will be in my bank 5-7 working days and still nothing , first time they didn't even bother putting it in my bank!!!. I will be taking things further if my money is not back into my bank . I felt like I have been ripped off as a customer!! So annoyed and frustrated but quick enough for them to take money off me still. May think of changing provider for my internet!
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2020-03-24
- Comments
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Just spent an hour on the phone trying to get my £70 cash back for joining them. Basically told it isn't them that pays it but the promotions company. I asked for details of the promotions company and they didn't know who the are. So don't expect to get the cashback ... it's a con and Plusnet wash their hands of it.
- Location
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- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2023-03-08
- Comments
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Disgusting company. Signed a new contract in June 2022 for 12 months, rang Plusnet two weeks later to let them know I was moving (we'd only just been informed of the move date) and they not only increased the price by £5 a month, they also added on an extra 12 months to the contract without me agreeing to it.
They sent me three emails on the day of the move and eight (8!!!) paragraphs down on the third email they sent me, hidden in tiny font it said "new 24 month contract". This is despite me saying several times to them over the phone that I did not want a new extended contract.
I have asked them to retrieve the recording of the phone call I had with them when we first had this discussion but they "cannot find it". This despite there being a disclaimer at the start of all calls with them saying that all calls are recorded.
Avoid at all costs - they are scammers!!!!
- Location
-
- Location
- BA12 6DG
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Comments
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Apart from courtesy if you can eventually contact them the service is appalling. Webmail has been completely dysfunctional for months and service terrible.
Clearly the BT influence is really coming home now.
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2017-08-03
- Comments
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Everything was fine for the first 4 months. No problems with installation or service. Then there was the "We're increasing the price" email which I could have used to get out of the contract if I had wanted to but I was happy with the service. As soon as the 30 period was over the speed dropped to half and started failing altogether. It's been like that ever since.
Calling support has a minimum wait time of forty minutes. Online support chat is rude and unwilling to help.
So I opened a support ticket and after 10 days of arguing via email (during which time I've been recording speedtest results to prove there's an intermittent speed problem) they insist an engineer has to come out and sent this statement: "If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer."
So it basically says "if we come to your property and find a fault we'll charge you, but if we don't find a fault we'll charge you".
The advert on TV was brilliant, it worked, I believed it. I fell for the "great customer service trick". It was a lie.
- Location
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- Location
- SPALDING
- Reviewing
- Plusnet
- Date
- 2017-09-09
- Comments
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So slow
- Location
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- Location
- nottingham
- Reviewing
- Plusnet
- Date
- 2017-10-31
- Comments
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Plus net speeds are awful. Make you wait forever for it to be set up. When they try to fix it nothing changes. Also i have had numerous exchanges with extremely sarcastic customer service agents.
- Location
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- Location
- West midlands
- Reviewing
- Plusnet
- Date
- 2018-05-29
- Comments
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AVOID!!!
Taken my money and 4 weeks later no communication, and still no fibre. Contacted them - orders not even been placed. Cancelled will go elsewhere. Had my money for 4 weeks and actioned nothing!!!
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Comments
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I won’t recommend it at all for the following:
1-from the first day, I was told the speed will be 35 MB, however it was ranging between 10-20MB, when I complained, the answer was the 35MB is theoretical and it rarely or never reaches 35. So they Didn’t tell the truth.
2- I started to have regular momentarily disconnections which invalidated my BB service. Despite this serious problem, the technical support confirmed the remote line test is normal. Absolutely useless.
3- their online chat service is always unavailable, they don’t have e mail and if you call them, the waiting time is 20min. More than once after 20 mins, you get someone suddenly ending the call.
My opinion and judgment came after a long year with useless service..
- Location
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- Location
- Bury St Edmunds
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
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Absolutely astonished by how bad the customer service is. They took payment twice, argued about it, helped themselves to another £200 with no prior notice, and tried to charge £50 to cancel the contract despite being only 2 days in. Now, 6 weeks later, still waiting for a refund of the initial payment because a 'note was not put on the account' that a refund should be actioned. Now, after a total of 3 hrs on the phone, I am to await a cheque (!?!?!) which should be here within 3 weeks! Amazing.
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
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Do not use PlusNet. They sneakily started charging me £35 a month for basic home broadband and line rental without informing me. So I rang up to cancel my contract with then and they shut down my broadband supply less than an hour of my phone call to them. Cowboy outfit, my advice is stay well clear of these amateurs
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2022-05-13
- Comments
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So I called the helpline today to cancel my subscription with plusnet, (poor speeds and cost increase) to get an adviser called Stu. From the get go he was rude and arrogant and belittling. As the call went on he explained that I should have had emails from plus to say of price increase, I explained that I had not received any emails from plus, not in spam or junk. Stu gave me the email he had which is not my email never has been. Turnes out that if you haven't given your email to plusnet they MAKE one up for you. So its my fault I haven't given my email....I would have had I been asked. I have left plusnet
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2022-08-12
- Comments
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Terrible customer service. Appointments not met, staff not interested. Avoid
- Location
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- Location
- wf11
- Reviewing
- Plusnet
- Date
- 2020-12-09
- Comments
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worst wifi ever, i live in a small 1 bed,1room ,1 kitchen and a bathroom,you would think in such a small property the wifi would be excellent, plus nets answer was go to fibre at a higher cost, this i did and was provided with a new (different style) router, omg the wifi is even worse, i have had to buy 2 cables to connect my 2 tv's directly to the router, can't wait till my contract ends so i can go with a better (hopefully) company.
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2014-08-20
- Comments
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Plusnet gives Yorkshire a bad name! I moved to them in January, the broadband has been erratic at best, culminating in me asking about cancellation. The guy I spoke to offered Fibre broadband, which I refused, but he ordered it anyway! I'm still trying to sort out what the hell they have done/are doing with my account. I can only leave them if I pay £160+ cancellation fee, even though it's them that isn't fulfilling the contract. And they've just increased their phone charges adding insult to injury. And don't try to phone them to get anything done - it takes forever for someone to answer and then they don't help at all. Very polite though. Roll on next year when my contract finishes and I can move to a provider that can actually provide what I'm paying for - and hopefully will have 'customer service' that lives up to the hype.
- Location
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- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Comments
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Do not use, shocking customer service and dreadful broadband. Extremely difficult to contact, only option is to be on hold for 30 minutes plus each time as online chat is never available. Broadband speed is appalling, and no help to improve issue. Finally managed to get out of the contract and they've continued to take payment despite being informed we were leaving. Back to waiting 30 minutes on hold to get reimbursed! Worst provider EVER.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2014-10-06
- Comments
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Still awaiting fibre connection after 35 days. Rang originally for a migration number but coerced into accepting a new package. Once they have you signed up you are forgotten. One star is too generous to describe their service. Even their complaints website lines drop out when being used , the service is so slow. If you telephone , be prepared to queue and then listen to a scripted reply. Yes that have heard it all before but still have done nothing about it.
- Location
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- Location
- carlisle
- Reviewing
- Plusnet
- Date
- 2018-12-20
- Comments
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An utter shambles,inadequate and poor service from this outfit a totaly unprofessional rabble.The service team lacking decorum and intelligence.
Their fone line at present 20/12/18 is as intermittent as their customer service with interference for the last two days-what a joke from a telecommunication service !!!
Day 1 of going live raised voice from operator because of their line fault-apologised to me -bit late for that -and failed to resolve issue,re dialled and had fone put down on me by female operator-Cant get online and unable to speak with anyone on day2 of going "live"with them.Will cancel them WITH PLEASURE If we do not get connected in next hour.
Avoid as bad as Virgins foreign call centre and thats legendary.
Totally frustrated and hacked off by the experience with plusnet.!!!
- 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
- Scarborough
- Reviewing
- Plusnet
- Date
- 2021-05-18
- Comments
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THE WORST COMPANY I HAVE EVER DEALT WITH!!! I called Plusnet back in October to cancel my policy as we were moving address and they didn’t provide internet in that area. We then called them again and made a payment of £50 and was told this was a cancellation fee which it wasn’t and instead we paid for a service we no longer needed in an area we no longer lived. While we were customers with plusnet they over charged us each month we were with them. This issues has been going on for over 6 months now with no resolution! Their customer service is shocking and It would be a shock if you called them and only spoke with the one person as we spoke with multiple issues with each call. I have set up over 3 complaints with Plusnet which have not been handled or even looked at for weeks at a time. DO NOT USE THIS COMPANY THEY WILL DRAIN YOU OF ALL YOUR MONEY AND YOUR TIME!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-27
- Comments
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Horrible....Please do not go near to this company. I have suffered enough for the last 6 months. They seems to me that they have given up and now they do not even answer my email. Phoning is waste of time. I made a big mistake by paying the line rental in advance and now they refused to pay back instead they want £55.00 as penalty. Keep away from this company.
- Location
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- Location
- Harrogate
- Reviewing
- Plusnet
- Date
- 2016-11-01
- Comments
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Its a mystery how plusnet have been rated as top in terms of customer service. How are they rated or do they make that bit up?
It took them 5 weeks from submittal of order to getting on-line, so in the meantime I was forced to use a 3G dongle which cost a small fortune. Utter rubbish, I would not wish plusnet on my worst enemy. If you're tempted to change, like I was, DON'T. The advertising of 'great customer service' is a huge mis-representation and for them to trade on 'good Yorkshire values' is offensive - PlusNet should be ashamed of themselves.
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2017-06-16
- Comments
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AVOID at all cost worst company in the world bad customer services, slow broadband its like dial up, rude staff, don't deal with complaints, steal your money, phone line fault's broadband fault's don't get fixed shambles should be closed down
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2017-09-09
- Comments
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Joined Plusnet in 2008. At first ,and for a few years ,broadband was good and wifi signal reliable and available throughout the house. No complaints. Never had to call customer service. Over the last three years the service has declined. Poor internet and unreliable speeds. New routers developed faults after short time. Surly customer service with about as much insight into IT as my deceased pet gold fish 'Bundy'. Had to call Plusnet several times about the 'drops' and 'disconnections' but never the routers problem as customers are stupid. Was told to read my Plusnet messages as the not-so-bright girl at Plusnet assumed I was incapable of doing that. Always the customers fault and never Plusnet even when my internet speed was below the minimum speed guaranteed! . Plusnet are fine if you want high Ping/Latency, low upload speeds, up and down internet speeds and enjoy waiting for videos to buffer on You Tube . Great if you like getting disconnected often and great if you only want to send emails. Drops in interent is like watching a ping pong ball go up and down on a trampoline and the fun lies in guessing what speeds you have and testing them to see if it was the highest they could offer or the below lowest speed you were guaranteed. You cannot test your internet speed via Plusnet's website either. Long wait for customer services on the phone. Ages for customer service to respond via their website - days in fact. Anyhow, led to my departure from Plusnet after 9 years which is longer in duration that my first marriage which I opted out of too. Plusnet does not acknowledge customers who have been with them for years as well as providing poor internet service. Ah well... Am now with a more reliable provider with signal throughout the house. . Plusnet is cheap and nasty and you get what you pay for. Router is cheap and nasty too but thats free.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2013-10-30
- Comments
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It took them 3 months to set me up (continually contacted them). The broadband was slower than previous provider. Broadband connection was down a number of times. Also took a payment after I had cancelled and I am still waiting for a refund.
Extremely poor service, I won't be back.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-01-14
- Comments
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Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!
- Location
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- Location
- Ferndown
- Reviewing
- Plusnet
- Date
- 2019-03-28
- Comments
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Absolutely terrible! Three attempts it took them to ‘install’ broadband. Despite me telling them that there was a line - which they should have been able to see - they charged me to send soemebody out. He put a line in and connected to the other line. Eventually ( 5 weeks ) later they were able to remotely connect to the original line I had told them about!
At each stage they were rude and lacking intelligence. A year later they are starting to charge me more and it turns out that I am out of contract. They are able to increase charges and send bills every month and make contact if I do not pay the bill but they are NOT ABLE to make contact to inform of a charge increase or the contract has ended!! They actually said it is just not possible!!
After years of terrible service from BT I switched to Plusnet because they claimed to be best for customer service ( now they say customer support I don’t know why they needed to change that )It turns out that Plusnet was set up BT because they weee losing so many people for their poor service and stupid staff. Maybe change the way you operate as well then??
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2019-06-01
- Comments
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Avoid at all costs they promise the earth and can't deliver. When you finally get hold of them they lie through their teeth and feed you with a pack of lies that doesn't exist in their contract. If they are not delivering they are in breach of contract and cannot charge you to move.
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2021-09-09
- Comments
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If only I could give them a 0 review. We are a pharmacy and we should have had Plusnet move our line over on the 27th Aug, but to date 9th Sept still no phone line or broadband. The move was supposed to be from old provider to them and supposedly a simple switch. To date they have not sent out an engineer after promising us on 3 occasions and all they seem to do is continue to make false promises. We have had one of our housebound patients go into hospital as he was not able to get through to us in order to have his medication delivered. Absolutely diabolical company, worst provided I have ever dealt with. You can even talk to the managers all they say is they will only tell you the same as what we tell you !!
- Location
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- Location
- Brixton
- Reviewing
- Plusnet
- Date
- 2022-10-25
- Comments
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Absolutely awful. Lied twice about installation date. No communication. Do not use.
- Location
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- Location
- Truro
- Reviewing
- Plusnet
- Date
- 2017-08-22
- Comments
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Speed generally nowhere near what was suggested (up to 17mb anticipated, received 0.5mb) Internet frequently dropped out, especially in peak hours and router did not provide wifi outside of 4m range (one room basically). Customer service was very poor, the call wait time was on average 40mins and problems were very rarely fixed (operators would say they can see the internet is frequently dropping off - but never did anything about it). Plusnet tried an underhanded method to extend the contract, as when my contract started it's final month the internet speed suddenly dropped from 500kbps to 70kbps (which is basically unusable - wifi no longer works at all). When I called them up the operator claimed that it is because of the "age" of the router and that I would need to sign up to a new 2 year contract to be able to get the router replaced. I'm struggling to think of anything positive I can say - the provider has done the bare minimum to fulfil their end of the deal.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-08-18
- Comments
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Stick with sky or bt.
Poorest broadband ever, very slow and I am yards from the exchange box. I think it's fraud and purposely slowed down as I never had this problem with onetel, o2, sky or bt. Avoid at all costs
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2018-11-11
- Comments
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Worst broadband ever!! Slow unreliable and shocking prices after initial 12 month contract
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-09-17
- Comments
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Decided to go with Plusnet because of their "award winning customer service". When trying to track my order the system is saying I have no order. I've now been on hold for 35 minutes and counting. Come back Vodafone, all is forgiven!
- Location
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- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2020-08-10
- Comments
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I’m afraid I have rate Plusnet as being the worst at everything except price,,The speeds are slower than when we had dial up connections , the outages are a regular occurrence, Plusnet don’t report the faults to Open Reach unless you complain regularly and then they always threaten to charge for doing so,
I’ve said I’ll have to leave because they consistently can’t provide anything like the speed I’ve paid for, but they say I’ll still have to pay penalty charges, fortunately my contract runs out at the end of this month!, it amazes me how they can get away with such a misleading and inaccurate TV advertising campaign,,
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2018-03-19
- Comments
-
webpages always hanging
Slow speeds
Constantly drops connection
Had to pay for an engineer to visit and tell me the plusnet router is faulty and plusnet then changed and still the issues remain
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2020-12-26
- Comments
-
What a joke!! The second time in a month we have no wifi or phone line!! Rang on Monday “yeah I’ve booked the engineer will text through the confirmation” ...NOTHING!! Rang Tuesday morning “oh no sorry he’s cleared the fault so it hasn’t booked it but it will be done by 00:00 23/12/2020” ... nothing!! Rang again on Thursday and spoke to Alex - who clearly couldn’t care less as he’s sat with his own wifi and so why would he think as a customer service rep he needed to care... Alex told me that nothing would be done now until next Wednesday ... at the earliest!! And that they would probably book an engineer from there if they couldn’t fix it externally ... explained that we have no phone signal and that it is vital to have a phone and wifi due to being a key worker ...”oh well there isn’t anything that can be done” so basically again Alex you couldn’t care less!! Cannot wait to have an active wifi connection as the first thing I will do is leave plusnet! They are an absolute joke and this time they have outdone themselves !! Merry Christmas Plus net - especially Alex the super selfish!!
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2018-07-23
- Comments
-
Worst provider by far! Never works, looking for a new provider. Stay away!
- 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.