3,751 Customer Reviews over 94 pages
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2015-02-03
- Comments
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Appalling support.
Opened a slow connection ticket in Dec 14, its now Feb 15 and nothing has been fixed, they blame BT who say there is an issue but they can't find it and that' all they can do!
Ticket goes unanswered for weeks at a time despite being chased by myself.
Avoid Plusnet.
- Location
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- Location
- johson
- Reviewing
- Plusnet
- Date
- 2015-10-30
- Comments
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customer service rubbish keep losing connection with broadband
- Location
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2022-08-12
- Comments
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Joined PlusNet 10days ago for delivery Aug 16. 2 days later received email, delivery is delayed - no dates given, 5 days later another email delivery delayed - no dates. We lose our old provider Aug15, so I logged into my PlusNet account, no details shown on delivery. I emailed them and no reply, so phoned 9.30am, after 1 hour still no answer, phoned later in day still no answer. This is the worst customer service I have come across. Emailed them to cancel and received email this mailbox is not monitored - PlusNet say they have the best customer service, it's a joke. Be wary of joining PlusNet. Highly unrecommended provider
- Location
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- Location
- redruth
- Reviewing
- Plusnet
- Date
- 2015-07-29
- Comments
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plusnet dont even deserve single stars. service from start to finish was dreadful. keep me waiting 3 months to set up broadband and phone with countless excuses. broadband speed was never over 2mb. countless months of incorrect billing. and never keeping me informed of progress of problems. and if they didbother it was a feeble text even after being reassured i could speak to a person!! No matter what day or time you called the wait time was always 15minutes!!! So glad when contract ended. however getting refunded money owed to me was just as stressful. I Will never recommend them to anyone! They do not deserve their 'Which'award for customer service.
- Location
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- Location
- Chelmsford Essex
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Theses were the best people to go with. Unfortually that no longer happens. Waiting time for them to answer phone average 1hr. When having a fault. Blamed it on the Cumbria floods. All lies. Do not go with this company. They tell you that they are a small company. They are a sub of bt. Digusting and false information.
- Location
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- Location
- Nottinghamshire
- Reviewing
- Plusnet
- Date
- 2021-08-09
- Comments
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Went to plusnet from bt as I needed to save money and all the awards they supposed to have, worst mistake ever, the wifi is terrible, the speed is a good 10-15mbps slower which is a lot when all we can get where i live is 56mbps max, it cuts out all the time and the range it covers is alot less as well. I'm amazed that my WiFi is the same line and everything, basically the same company yet comparatively you are worlds apart. The online chat was disabled which I thought was odd as during covid I would have thought it was a better option for contacting there home workers, I tried calling numerous times but gave up after, 30 to 45 minutes of waiting on hold.
I looked again today and the online chat is working, YAY, but wait, every option on there just comes back with a bot saying call us on customer services number and then it abruptly closes the chat, this is all except the sales line oh they talk to you, they want your money! Are you paying for these awards??? The only other company I have needed to contact a couple of times recently was sky and they manage to answer you during covid so not an excuse. Overall won't be staying with plusnet
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2023-04-10
- Comments
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STOP..Do not be fooled by the tv adverts, save yourself a lot of stress & hassle down the line, please stay a million miles away from this company, Plusnet are a total lying bunch of thieves.
You have been warned.
- Location
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- Location
- Arrochar
- Reviewing
- Plusnet
- Date
- 2017-03-07
- Comments
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The worst internet provider I have encountered. I have had no or limited Broadband for almost 2 months. Still it's not fixed. The same circle has to be gone round every time I hear from them. They blame BT . They don't take ownership of the problem. I'm sorry I ever got on the Yorkshire bandwagon. Incompetent is the only way to describe the service. I WOULD NOT RECOMMEND PLUSNET TO ANYONE.
- Location
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- Location
- St helens
- Reviewing
- Plusnet
- Date
- 2017-10-16
- Comments
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Please don't go with this company.. dreadful at getting through.. lead me to believe a technician would come out to install my broadband.. then got an email to say my router was in the post..cheap plastic router arrived.. I rang to cancel and was told they would bill me £240 on top of my £80 I had paid to "install" my broadband..review review review first before you agree to sign up with this company
- Location
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- Location
- Herts
- Reviewing
- Plusnet
- Date
- 2018-07-06
- Comments
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I cancelled a switch to Plusnet but they failed to stop it. They then cancelled my account after they performed the switch that should not have happened. Now I have no service. Their customer service has been awful. They don't get the significance of their error. Every time I call it's like Groundhog Day. There is no record of my previous conversations with them. NEVER USE PLUSNET.
- Location
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- Location
- wyke Bradford
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
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shocking broadband really slow buffering all the time customer service shocking takes 30 plus mins to get through when u call takes weeks to get the problem fixed been on going for 8 months now they have the cheek to want my money every month on service i dont get
- Location
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- Location
- LEEDS
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Joined Nov 2014 we cant get cable so had to use ADSL however near exchange and the speed was about 17mb which was fine. However over las 6 months speed dropped to 6 mb and lines kept dropping inand out. Waited ages on the phone over an hour and still couldnt get through to Plusnet. Just called now and the couldnt give me a date for an engineer to call so left it in their hands to tell me when they can find the time to call and fix my BB ...Absolute crap service will be leaving when I get the right deal.
- Location
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- Location
- Chippenham
- Reviewing
- Plusnet
- Date
- 2022-03-04
- Comments
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poor WIFI, minimum speed coming into the property, their recommendation to use an Hawaii Dongle with an EE sim card.
- Location
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- Location
- Boston Lincolnshire
- Reviewing
- Plusnet
- Date
- 2022-07-31
- Comments
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In all my living years I have never ever had to endure such appalling customer service as I have received over this last week or so, I have been lied to frequently, made promises that have not been met, fobbed off , I requested to speak to a manager to discuss my issue and was told none where available and they require 72hrs notice to respond…. Still waiting!!… thank you plusnet you should be proud of yourselves…. Not… please don’t use this shambolic company
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-07-25
- Comments
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The most disgusting company I have ever dealt with in 35 years of being alive over charge when they want never refund anything then when you complain about over charging they called me a thef spoke over me and made me repeat myself 6 times once on a phone call and the 30 mins to an hour wait is a joke especially when they hang up on you for getting angry then you still have to call back to get issue resolved honest please stay clear I would pay more and not get this abuse
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-09-20
- Comments
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Customer service is turkey terrrible. I waited on the phone in a queue for over 30 minutes and I got the feeling the operators were just putting me on hold so that I wasn’t able to change my now expensive contract at the end of the contract period
- Location
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- Location
- hemel hempstead
- Reviewing
- Plusnet
- Date
- 2015-09-27
- Comments
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One star is too high a score for Plus net. Since day one we have had problems, when ever you call expect a 30 minute wait. You will then be told its a fault on the line and they will look into it. Typically its then fixed and you get a staggering 8 meg and then each and every day after it will drop a meg back to their token gesture 2 meg. Looking forward to the day we finally get an ombudsman to make these conmen accountable and allow customers to easily terminate a contract on none performance.
We will be dropping them as soon as the contract date comes up.
Recommendation avoid Plus net if you want anything faster than 1990's dial up. Worst provider we have ever had
- 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
- Essex
- Reviewing
- Plusnet
- Date
- 2019-08-15
- Comments
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Can't get wifi anywhere in my house (previously okay with TalkTalk). Plusnet are not interested and say they only guarantee broadband and not wifi. However, if I cancel my contract they will charge me over £150 cancellation fee. Absolutely terrible company. Avoid at all costs...unless you are happy to have broadband but no wifi.
- Location
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- Location
- Bishops stortford
- Reviewing
- Plusnet
- Date
- 2020-08-12
- Comments
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Waited all morning had a 8-1 slot to be installed no phone call or text and no one has turned up
- Location
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- Location
- Renfrew
- Reviewing
- Plusnet
- Date
- 2018-06-26
- Comments
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Terrible broadband service.. paying for 45mb per second but can only get 3 mb per sec. internet drops all day. Why can’t you provide a reliable internet when you promise all your customers to do.
- Location
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- Location
- Uk
- Reviewing
- Plusnet
- Date
- 2018-09-20
- Comments
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Having signed up with plusnet based on positive reviews, I fail to see where these positive experiences have come from.
I recently moved into a new flat and when calling plusnet, was told that there was no active line in the property. I knew that the previous tenants had not cancelled the line so thought this was surprising.
I specifically asked whether this would be the case with all providers and was told no matter who I went with, I would need an engineer to come out to re-activate the line. This meant an additional £49,99 as plusnet would not wave the charge.
After deliberating on this, I called back the next day and was again told that no matter which provider, the line was cut and an engineer had to come out. I made a point of repeatedly asking and they kept saying that yes, other providers were the same.
Believing them at their word, I agreed to paying for the engineer, (even though Sky would have been cheaper) because I was willing to pay a little extra to have excellent customer service.
Imagine my surprise to find that there was an active line!! The engineer was equally surprised, said it would be working with another provider and wasn’t quite sure why/how this has happened.
When calling plusnet to report this, I was told that this was not their fault but that maybe sky had incorrectly registered the line as inactive. I explained that in this case, their sales agents should not speak on behalf of other providers. I was told that they felt that they were being honest and upfront. I explained that they should not speak on behalf of other providers as this is not correct. Either blame Sky OR align with them and take responsibility. You can’t have it both ways. After a 45 min conversation, Kyle (customer service agent) asked to remain on the line. A while later he came back and said “ I have spoken to several people but because you are already signed up to a special offer, there is nothing we can do except to say sorry”. In disbelief, I asked “so if customers have signed up to a special offer, they have to just accept poor customer service?”
I was told “your complaint is valid, we will take your feedback into account and feedback your concerns but we feel we have done nothing wrong and will not offer you anything but an apology”.
What a joke!
- Location
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- Location
- Minehead
- Reviewing
- Plusnet
- Date
- 2015-09-13
- Comments
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The worst customer service I have ever experienced. Call waits of over an hour for months and no sign of improvement. Had to pay £140 to leave - letter sent to wrong address and had to wait on phone for an hour to pay this as no automated payment line. Funnily enough if you ring sales you get through instantly. Will never return. Avoid!
- Location
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- Location
- camden town
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Plusnet is the worse broadband service provider that you will ever come across. The customer service is so worse, I've contacted them since 20/12/15 to 15/1/16, to get my fault fixed. I had issue with the telephone line which was making my speed slow and get the connection dropped every time. Now because the issue is on the broadband and also the telephone line, I was told to get refund soon after the issue is fixed. The issue is fixed now and they are lying about the telephone line issue.So they're offering me refund for full month of broadband and not for the linerental. There's many other things that plusnet does to its customers which you will not face it until you join them, let just say one of them.If you have any fault on your line it will take atleast two months to fix it and when you contact the customer service they will keep on give you the wrong information just to get rid of you.
- Location
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- Location
- Northants
- Reviewing
- Plusnet
- Date
- 2016-08-28
- Comments
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awful reliability, atrocious customer service, very very poor for both broadband and landline, they use bt lines so when things go wrong they simply blame bt or openreach
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-10-06
- Comments
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Told us to wait 15 days to connect phone line. But no internet on the live date. Tried to contact them , each time take 40-60 minutes, they said everything is fine from their side, but still no internet. Then received a message to say your broadband is ready to use on xxxxxxxxxx. This is not our number at all!! Calling them now , over 50 munites still no answers. Worst customer service , worse than old NTL. Please avoid this company.
- Location
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- Location
- Newton aycliffe
- Reviewing
- Plusnet
- Date
- 2022-11-11
- Comments
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AVOID AT ALL COST.
this Internet cannot even run an xbox. Once you get up and running they will not help and will tell you lies constantly and only interested in getting your money
- Location
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- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2023-03-09
- Comments
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was with them for nearly 5 years and they honestly treated me like crap at the end. on sep 2022 I took out a contract renewal. I showed as 12months or 6 months. I knee I was moving early 2023 so I took 6 months out. when I called in Feb 2023 to cancel my policy I was informed I was due them £170 as I still had a year on my account. I argued against this as I knew I took only 6months. I was called a liar and told this was my problem not theirs. they claim to not do 6 month contracts but then why did it show as that on my app when renewing. no one can answer that. never go with plusnet they are horrible and rip you off.
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2023-10-07
- Comments
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arranged a move home date around the open reach plus net engineers. The open reach man was outside in his van for an hour I went out a couple of times. He didn't even attempt to come in to the property to check everything was working and just left. Typically it wasn't working. Call plus net and the earliest they will get someone out to look at the issue is 7 days. Absolutely shocking that they will leave someone 7 days without any internet in a day where people work from home for an error that was their side. really unsympathetic service and no attempts to bring an appointment forward. Won't recommend.
- Location
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- Location
- corby
- Reviewing
- Plusnet
- Date
- 2017-05-29
- Comments
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Avoid! this is the worst service provider, they blocking my broadband speed to 0,2Mb/s at weekend time and 7am-11pm for the rest of the week (first 30 days was 20Mb/s) traffic shaping
- 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
- cheshire
- Reviewing
- Plusnet
- Date
- 2017-02-17
- Comments
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This Company don't even deserve a one it should be minus 100 this is the worst broadband provider I have ever experienced reliability is absolute zero loses connection all the time throughout the day don't use them. Asked for a refund as they have not provided the service that they contracted to do but got told no but I am going to try again.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2017-12-15
- Comments
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Ordered broadband and phone line from Plusnet on 27 October 2017. It's now 15 December. After much complaining, which included many half hour waits while they got round to answering my calls, they finally changed the phone line on 13 December and promised the broadband for the 14th. Nothing. They promised it again for Friday the 15th, before 1pm. It's getting on towards 5pm now. I'm holding on the telephone yet again, 20 minutes so far... nothing. Seems like they've got far too big for their own technical and support systems. I'm looking for a better option. Any suggestions?
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2018-01-14
- Comments
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YOU HAVE BEEN WARNED: The so-called cashback reward never exists. Persuaded to switched to Plusnet after being verbally offered a £50 cashback reward in mid Aug 2017 over phone. Patiently waited for two months but never received anything e.g. activation email/letters/cheques. Contacted their customer service team three times and everytime I was given a different answer. The most recent conversation ended up with a simple (&rude) answer: the offer was expired and there was nothing they could do. Don't bother switching to them- misleading information and unhelpful customer service team. There are better deals on market.
- Location
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- Location
- LIVERPOOL
- Reviewing
- Plusnet
- Date
- 2020-12-29
- Comments
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Awful customer service. Unreliable service. Beware. They will tell lies to cover their own backs.
Openreach equally as bad.
Stay well clear of this joke of a company.
- Location
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- Location
- doncaster
- Reviewing
- Plusnet
- Date
- 2018-07-23
- Comments
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APPALLING SERVICE.
This company has given the most dreadful service I've ever experienced in 30 years in business. I had a crossed line which took 6 weeks for them to sort out. Call charges were incurred for calls I hadn't made due to the crossed line. After 12 calls and emails I finally thought a credit had been sorted for the incorrect outstanding amount, yet again I have received a bill saying an outstanding amount is due. The ridiculous thing is that every time they decide an amount is overdue they restrict access to my online account so I can't even see where the amount they are asking for has come from! This leaves me with no option but to call them (again) to try to sort it out. Absolutely absurd!
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-05-23
- Comments
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Only works well with 3 devices or less... Any more and speeds will drop.
- Location
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- Location
- Irvinestown
- Reviewing
- Plusnet
- Date
- 2016-04-27
- Comments
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Total rubbish broadband keeps cutting
Out tried calling several times but they still can't fix it this company part of BT
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-08-28
- Comments
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Worst customer service ever. I have been on hold with them for over 35 minutes as my internet has been down for the last four days and I have not been able to get hold of anyone until now (given up after 30 mins before). Finally get to speak to someone who says they need to transfer me to the technical team and I will be on hold for a further 35 + mins. Ridiculous. Can't believe that they have apparently won awards for customer service. Am phoning new providers now.
- Location
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- Location
- North wales
- Reviewing
- Plusnet
- Date
- 2020-02-28
- Comments
-
WHERE DO I START!!!
I was really happy for the first year then things went down hill drastically! When my renewal went through the monthly payment was supposed to be £27. Plusnet were taking £57 out my account for 4 months which took a further 3 months to get back! The Internet was ridiculous slow and kept dropping out, sometimes we didnt have any internet for 2-3 hours a day!!! When phoning customer services you just get LIED to, I kid you not I was on the phone to them 3 times a day sometimes due to the fact we had no internet. The customer service staff dont know what they are doing or talking about in the slightest, they told me I needed an engineer which would fix the problem but cost ME £100!!! When I refused to pay it the customer service woman then said in the same phone call that the only other option to fix it would be to send me out a new box and router free of charge... when I questioned her if that was the case why was she trying to get me pay £100 for an engineer?? Of course there was no answer to that. The new equipment came and so my did my new bill which they had added the cost of the new equipment and p&p which the woman said I was getting for FREE! When I complained to a customer service guy he put me on hold while he said he would go and speak to her, only for her to deny saying it!!! so I demanded the phone call to be listened to which took them 3 months to do, and much to their hate they said I was correct and they would refund me my money which took them 2 months and numerous phone calls asking where it was as it was only supposed to take 5 working days!! Still with little internet I made numerous calls to be told I had to download some app which didnt work, so again back on the phone to them which they then emailed me some instructions to follow to change some settings.... still that didnt work, plus the fact the settings were already on what they told me to change them to!? Again got on the phone and they then said the reason I was having slow if any internet at all was because of a line issue their end (apparently sky were having the same issue??) which their engineers are trying to fix... so why all the lies and getting customers to pay for engineers and new equipment if this was the case? They guy said the only way to deal with it was to purchase a BT box (here we go again) as they had some kind of agreement with BT where by customers could buy and use their boxs and routers but plusnet would supply the internet, the cost was £100 plus p&p (everything is £100 with plusnet) but I told them to get stuffed I wasnt paying it!!! The Straw that broke the camels back for me was when I had an email come through saying I was late paying my bill, i can honestly say I was never late making any payment to plusnet up until then, I rang them and they confirmed I WASNT late with my payment so to just ignore it. TWO days later after that email our internet was cut off!! so I called them and they said It was becaus I was 32 days late paying my bill?? Well If i wasnt sitting down at the time i think I'd of fainted!!! I was on the phone for 40 mins with them when they finally admitted that they were wrong and I had infact paid my direct debit on time, they said they needed to look in to it as to why it flagged up I was late when I wasnt,
no apology but they said they would turn my internet back on. 12 hours later we still had no internet so I called AGAIN and finally the internet was turned back on... no explantion as why it wasnt before.
I can honestly say I am absolutely disgusted with plusnet's broadband, customer service and the billing issues to the point where by I have actually now cancelled my direct debit with them and gone with another company who I am not having issues with at all and they are cheaper! My contract wasnt supposed to run out until July but I couldn't give a hoot.... they can send it to the debt collectors but they wont be getting a penny from me either! I'll wave at them through the window when they knock!! End of the day plusnet have broke their side of the contract under consumer law.. I paid for a service which I DID NOT receive along with other issues.
Plusnet will do you proud?? Haha disappoint more like!
- 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.