3,751 Customer Reviews over 94 pages
-
- Location
- Reviewing
- Plusnet
- Date
- 2015-10-08
- Comments
-
Absolutely filth and rubbish. Beware of this fraud company who tell something else on their website but cant transfer even your number to their network. Their customer service reps are without any real knowledge about how things work. they take more than 15 minutes to answer the calls of existing customers. Waste of time
- Location
-
- Location
- Bury St Edmunds, Suffolk
- Reviewing
- Plusnet
- Date
- 2015-10-07
- Comments
-
Up until now Plusnet have been really good. The broadband was (and still is) fast enough, at least where I live, for two people to stream movies, browse the internet, etc. and the phone service was, well, a phone service. I also used to think the customer service was good, to the point that I'd actually recommended Plusnet to people. So far so good. But now they have changed the website... Want to email about leaving or renewing? You can't do that online... Want to raise an online query/ticket? Can't find how to do that either... So then you try and call them. You want to wait for 15-30 minutes these days then hey? But it's okay, because they then tell you that you can sort your problem out on the website. Phew... Wait, what?? So yeah, now that reasonably priced year's broadband and line rental has run out, I don't have the time to wait half an hour to try and get through to them on the phone, so now I'm being overcharged on a monthly basis... Thanks, Plusnet.
- Location
-
- Location
- southport
- Reviewing
- Plusnet
- Date
- 2015-10-06
- Comments
-
Worst broadband I've ever had, not worth the lower cost. It cuts off randomly at times, slows down regularly Please don't go with this company it's aids.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-10-06
- Location
-
- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-10-06
- Comments
-
Order was due for delivery on 2/9/15. My existing broadband went off and I had no service. Spet over 12 hours on the phone with unhelpful and rude support staff. After 2.5 weeks took legal advise and cancelled the service. They then tried to charge me £188 for the phone part of the package. More legal advise and they backed down. Moved to Sky without any problems
- Location
-
- Location
- Seend Cleeve
- Reviewing
- Plusnet
- Date
- 2015-10-06
- Comments
-
I was with plusnet at my previous property and they were very good. Since moving this year Ive taken out two new accounts with them, one for home the for my business.
Both accounts have been totally unacceptable, my work account speed regularly drops down to 0.3mbs for days on end.
My home account, despite starting the order on 28 August I still have no internet connection as of 6 October. I have contacted them by phone 4 times and have spent 15 hours on hold. I have had two engineers appointments and had to wait a total of 12 hours for those. Thats time that ive had to take off from running my business which is in its 1st year, so at a delicate stage. Having to put customers orders on hold to deal with this bullshine is not good.
We have to have the internet at home as my partner is a teacher and has around 2-3 hours of schoolwork that she has to do each evening. Because of plusnet she is already over a month behind with her targets and is danger of receiving a written warning for this.
My business has lost £675 in revenue because of plusnet.
Hopefully they might see this
- Location
-
- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2015-10-05
- Comments
-
When I joined Plusnet, only ADSL2+ was available where I live so I had an up to 15mbps broadband speed. The property was newly built so the line had to be installed by BT before I could start. I have no phone and no intention to ever get one so having to pay for a line rental was a sting, but I know that's standard for ADSL.
When I ordered broadband I was charged then asked to book a date for installation. The earliest date available was almost a month away. Ouch.
Soon after this, I started receiving parts of text messages trying to tell me there was a problem and asking me to text them back. I tried texting back but the phone number they sent the message from wasn't a valid number for me to text. The company also tried calling me a few times, despite me telling them I was disabled in a way that makes me unable to take phone calls.
I finally managed to get online at a local pub to see the emails they'd sent me. They told me I'd given them the wrong address and the installation date I had booked was never actually booked. I hadn't given them the wrong address; all the info I gave them at the start was correct. I told them it was the right address and they tried again.
It got to a week after the date I had originally booked before a BT engineer came, who was very nice. A few days later they turned on the phone line and started charging me the line rental, even though I had never asked for it and it was useless to me without ADSL.
Weeks passed before they told me the ADSL was turned on, as apparently there was a problem with my account. It took a formal complaint to PlusNet and Citizens Advice to get them to fix the problem. Before the formal complaint, Plusnet had ignored several emails I had sent for two weeks. Even after this, I never received a reply. I expect they ignored me so they wouldn't have to reimburse me for the copious amounts of money I had to spend on BT FON to get online to keep moaning at them.
After they told me the broadband was ready and working, I struggled with setting up the router as it couldn't connect. It's been some time since they sent me this message, and I'm still without internet, and they've still not responded to my official complaint, request for technical help, or request for reimbursement. I will be getting reimbursed, and I will be taking this to higher authorities.
I am now down around £100, lost my job, had to restart medication for depression that I managed to come off, lost a lot of sleep, shed many tears and suffered panic attacks due to their terrible service, complete ignorance, and exploitative and malicious conduct.
Obviously I don't recommend Plusnet. I have never in my life been more abused by a company.
- Location
-
- Location
- Tonyrefail
- Reviewing
- Plusnet
- Date
- 2015-10-04
- Comments
-
I have recently experienced no end of problems with Plusnet.I needed to purchase a new router and was told that if I wanted a free router I would pay for post and packing and if I renewed my contract I could have a cheaper deal. This I did and was told I would pay £5.99 a month , a saving of £3. However an email informed me of a monthly cost of £8.49 would be taken. I phoned to query and then complain when I was told they were unable to do any deals. This surely if they record calls then my information can be checked. I am now bound by an 18 month contract, I wish I had never heard of plusnet! I also had connection problems with new router which took weeks to rectify and an engineer visit that failed to happen. I complained about this and had a refund of £25. They also sent emails when they were aware I had no internet connection and to contact them by telephone is an absolute nightmare!!!
- Location
-
- Location
- South West London
- Reviewing
- Plusnet
- Date
- 2015-10-03
- Location
-
- Location
- Camden town
- Reviewing
- Plusnet
- Date
- 2015-10-03
- Comments
-
This is the worst broadband ever,when I got the broadband they said the speed willbe between 10-17mb but I'm getting 2-4 mb.when you call them about this they don't responde to you,after a hard try if you get in touch with them still you don't get your problem solved.I'm using this broadband for 3 months and honestly,I called them 9 times for slow connection or dropping connection.I can't even cancel this broadband because I've to pay £60 for fee.Plesse those of who just about to join this broadband,I personally,request you guys do not join this crap broadband,if you do then your gonna have to face the issues that you never thought of.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-02
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-02
- Location
-
- Location
- Fitchett
- Reviewing
- Plusnet
- Date
- 2015-10-01
- Comments
-
I have been with Plusnet for about 4 or 5 months now and it has been a massive disappointment.
I was with Sky and never had any outage issues or drops. However since I have been with Plusnet my connection keeps dropping and the speed is noticeably slower which is also making it a very frustrating experience.
I have also tried to get them to help with the issue but other than the usual things they have been unable to resolve the issue, which is where the customer service aspect has let me down. I seem to keep getting the generic answers and scripted answers rather than someone actually wanting to find out what the problem is.
Due to this I would NOT recommend Plusnet as although they advertise with good intentions, they don't live up to them!!
- Location
-
- Location
- Lewes, East Sussex
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
-
Initial install of fibre was a disaster. Plusnet never answer the phones so you have to use their email customer service. Do not even try to call. This email based service is actually OK if you only have to contact them once and if all then goes well. For repeated conversations, its rubbish because its a 2-3 day turnaround time to respond. In my case trying to coordinate openreach visits with work was chaotic. After a month of failing to coordinate, I rolled them back to regular ADSL. Not Plusnet's problem that I could not find a date and was too busy, but very much their problem that because their email response is too slow I am unable to coordinate with a moving diary. i just want to speak to a human. Will go to John Lewis as soon as they have unlimited fibre.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
-
To those who won't read this whole review, avoid like the plague!!!
To those who do want to read it, and I advise you do to realise why I say this, I shall begin.
I signed up for Plusnet Broadband on 2nd September 2015 after being reassured by a jolly sounding Yorkshire fellow that I will have my broadband installed within 10 days. Brilliant I thought, £2.50 per month (plus line rental) and I will be sorted. Obviously I am writing this today (29th September 2015), with no internet and not a single solitary toss given by the customer service team.
On 6th September I received a badly written text message informing me that there was a cease placed on the line, to which I realised that there was an existing Sky phone line on the property which I just moved into. I then had to wait until 16th September for that to be released. Besides taking 4 days to even bother with my order, this can be put down to Sky however.
Okay, I thought, I should be in business from that date. I spoke to a female from customer service (after waiting 40 minutes to get through), who assured me that the phone line will be installed within 24 hours and that my internet will also run. This was explicitly stated when I asked to confirm (Plusnet, check your recorded calls if you don't believe me!). I then hung up the call feeling vaguely satisfied. However, I immediately received a text message stating:
"As per our conversation, when the cease has completed on your landline on 16/09/2015 we will restart this it will take 24 working hours. Once complete we will then place your broadband order which will take a further 4 working days to complete. As discussed, you will not be charged the reconnection fee for this".
To make matters worse, the company also revealed that I will have to pay an extra fee to have the line fitted. This was later deleted in this conversation.
The broadband order was then confirmed to begin on 17th September, with my home phone number then arriving the next day.
On 25th, after inquiring and waiting over 45 minutes to get through to the customer service team, they finally admitted there was a problem with the order. No real problem was ever defined and I had several more phone calls after being promised date after date, with still no service to this day.
At this current point, they now promise a review on 1st October 2015, with no guarantee it will be sorted. This is despite receiving an email informing me that my service is active.
I will most likely cancel my order, and post this review as far across the internet as possible to make sure that you, a potential customer, do not fall for the terrible service provided by these amateurs.
- Location
-
- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
-
I am so surprised at how good PlusNet are. Okay, the service is not the lowest in terms of price but the feedback/communication has been A1 and generally they have been very good.
I would always recommend them
- Location
-
- Location
- Thatcham
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
-
Awful. Waited for engineer who didn't turn up, keep being put on hold on the phone for half an hour turns (more than 2 hours on hold total now). Keep being told i have to wait 72 hours before they'll do anything (no idea where this arbitrary number has come from). I've recieved emails and texts from them to tell me my service is now complete, but I have NO INTERNET. I've been left with nothing, my old line having been cut off. My wife can no longer freelance from home and has had to go out and seek alternative internet this morning at HER EXPENSE. I've lost a day off, which cost me a lot more than the £40 installation i have paid for and NOT RECEIVED. - DO NOT USE THIS COMPANY.
- Location
-
- Location
- Linton
- Reviewing
- Plusnet
- Date
- 2015-09-28
- Comments
-
What ever you do think again they turn down the band width when you finally get through to them they turn it up and then it goes down again. They are a BT company as well. Be warned
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-28
- Comments
-
I had been a long time customer of PlusNet, until today. I ordered an extra line in a new office but after the line was activated it was discovered that the DSL would drop often due to latency on the line. We did many ping tests with their support team and found significant packet loss and time outs. It was determined that line could not support DSL. So the line was canceled but when I tried to cancel the DSL service they insisted I had to pay for the full 12 months of the contract, despite not being able to provide DSL on this line.
I obviously did not want to pay £179 for quite literally nothing so asked if I could transfer this cost as a credit to one of my other accounts. They just repeated that I was in contract and stated that due to data protection reasons they couldn't even look at my other accounts...
I have since cancelled all my accounts with Plusnet. Their customer service and customer retention is a joke.
AVOID LIKE THE PLAGUE!
- Location
-
- Location
- hemel hempstead
- Reviewing
- Plusnet
- Date
- 2015-09-27
- Comments
-
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
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-09-27
- Comments
-
Mega Fast
Never Went Down Once
Cheap
Perfect customer service but bad waiting times.
BT INFINITY without the price tag basically. (same company they are a subsidiary)
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2015-09-27
- Comments
-
Attempting to sign-up for BB with Plusnet and it has taken months. PN blaming BT and vice-versa. No call to customer service has been answered faster than 40 mins wait. Worst has been 40 mins wait then transferred to high-priority team with an additional 45 min wait. Absolutely appalling level of service I wish I had never started with them. It's also almost impossible to be transferred to speak with a manager.
- Location
-
- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2015-09-26
- Location
-
- Location
- London, SE1
- Reviewing
- Plusnet
- Date
- 2015-09-26
- Comments
-
After 8 years with Zen, thought I'd save money, and move to Plusnet, as reviews were good. What a mistake, firstly, had to chase on the connection - they didn't connect when they said they would, and it was 3 days without internet. Next, the speed was half what it should be. They said they were 'optimising the line speed'. After the two weeks I complained, and gave evidence of previous speeds. Suddenly, the speed doubled. Hmm? Are they throttling speeds on the expectation that some won't notice? Next, we got outrageous charges for European phone calls. Then they put their prices up. All within a month. Decided to leave, and received small bills for the pro-rata cost. Then the next month - a bill for the service again! Contacted them immediately, but they still took it by direct debit (which I also cancelled). Since then, have contacted 5 times about getting a refund. Even after the 10 working days they said it would take, I still don't have my money back. This is a terrible organisation. Steer well clear. I am now back with Zen Internet. Seamless transition back (no internet downtime whatsoever), and excellent customer service. So glad to be back.
- Location
-
- Location
- Crewe
- Reviewing
- Plusnet
- Date
- 2015-09-25
- Comments
-
Good speed all week when most people at work Rubbish at weekend I pay for Fibre Optic and I am lucky to get 1 or 2 Mbps all weekend Can't wait for contract to end and I will certainly be leaving minus net
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2015-09-25
- Comments
-
Changed to plusnet with high hopes. They have been the worst provider I've been with. Say uk call centres but take forever to answer the phone, then when you get through they have to transfer you to another department. I can't wait for my contract to end so I can switch.
- Location
-
- Location
- North East UK
- Reviewing
- Plusnet
- Date
- 2015-09-24
- Comments
-
Unlimited (non fibre) BB & Talk Package.
Below standard in all matters really.
Cheap and very inadequate router. One the worst still on the market actually.
Hence, very inconsistent speeds, regardless of "peak" and "off-peak" times. My connection never broke 1 Mbit/s (whereas every other provider I have had was able to give us at least 1.5 over the same line)
Customer service, sadly lacking.
Very frequently an hour or more hanging on the phone (even outside of their stated "peak calling times".
Never able to get a direct or concise answer to any of my questions.
If experiencing a bad connection, the emphasis was always on the customer to try and sort out, e.g. pull 80 quids worth of unlocked router, out of thin air, to test the line for them. Or , be threatened with a 50 quid charge.
And charges - a few big ones, not as transparent as they make out. If thinking about migrating, before end of term, make sure your next provider will, as an incentive, help cover any of the whopping fees Plusnet will hit you with.
And lastly, as their base changes on all packages have risen by 15% this year, they are not even any cheaper than the nearest competitors.
A BT owned company now too. For reasons of conscience I migrated to Plusnet. But, as they are now BT owned, any reasons not to migrate away are no reasons for migrating ar non-existent.
I would recommend avoidance. It will honestly save a lot of frustration, and disappointment.
J.G.
- Location
-
- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2015-09-22
- Comments
-
Decided to upgrade to fibre as we were getting less tan 1MB, waited in on the appointed day, but no engineer arrived. Tried to contact via the webchat service, but told that this was not an appropriate medium. Tried to raise a complaint via this channel, but was informed that I could not do so - although it clearly states that you can on the complaints page. Now 45 minutes into a telephone wait to speak to someone - initial forecast was less than half an hour, but I have never got through in less than an hour.
- Location
-
- Location
- Plymouth
- Reviewing
- Plusnet
- Date
- 2015-09-21
- Comments
-
Shockingly bad customer service. I ordered an upgrade from broadband to fibre with them. An appointment was booked then the following has since happened:
1) Contradictory information regarding a discount. Stated discount for 24 mths then mentioned 12 mths in email. Since resolved and will be 24 mths.
2) Booked morning off work but BT engineer (wholesale provider) failed to show. Plusnet were dismissive and and only when I asked for compensation (time of work = money) did they agree to a miserly 2 months' free. Probably a fraction of what they would have charged me had I broken the appointment and definitely a fraction of the value of my wasted leave from work.
3) Despite booking the initial engineer appointment on the phone, Plusnet told me they can't re-book until several days later as it was now a "bridging case", adding insult to injury. I needed to book more time off work so needed them to book the engineer.
4) Despite the above, a new appointment was pushed on me which didn't match any of the 3 dates I specified. I phoned and was then booked in for a date I was able to take off work.
5) Email arrived telling me the appointment which I had been told was booked (and for which I had again booked time off work) was not available. Again, no negotiation. They just pushed another date at me.
6) Phone calls throughout had a minimum wait time of 30 minutes but a more typical wait time of 40 - 60 minutes. This included phoning first thing in the morning when their stats say they are least busy.
This is a complete and utter nightmare of a company to deal with. I would go beyond saying "poor" customer service. I just don't think Plusnet offer what anyone can reasonably describe as service at all when you have cause to communicate with them. It's like talking to an inanimate object that's been engineered to cause maximum frustration.
AVOID PLUSNET.
- Location
-
- Location
- kent
- Reviewing
- Plusnet
- Date
- 2015-09-21
- Comments
-
Have not had broadband for about a month. Plusnet keep placing orders with bt expecting that will fix the problem. Isn't the definition of insanity to do the same thing but expect a different result?bt have confirmed plusnet need to enable the system from their side.
Speed is .5mb. Customer advisors lie to you and hang up. They fabricate notes and say they will call back but do not.
They cant seem to keep track of the promises they make you.
- Location
-
- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-09-19
- Comments
-
I have been without broadband for a month. It normally takes about 14-40 minutes to get through to their award winning service. When I get through the advisors keep placing orders with BT. They have done this 4 times now. Each time they say the service will be activated in about a week, but it has not been.
Clearly dopey people work there as why keep placing an order with BT if you know it does not get you anyway... trying calling them to explain there might be a problem? Just a thought.
Advisors promise to call and and don't. They fabricate notes on the system and say they tried to call back when they did not.
If I could give no stars I would.
They estimated 8.5-16mb on my line. I barely got 4mb. The phone line has a hum which they can't seem to fix.
Total nightmare experience.
- 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
- London
- Reviewing
- Plusnet
- Date
- 2015-09-18
- Comments
-
I can't judge the broadband band speed yet due to the nighthmare in getting my connection active. After being told it would take 3-5 working days after my engineers visit for the connection to become active and having no connection after this time, I rang the customer support team who told me it would be another five working days. It has now been 13 working days since the original visit and after waiting on hold for an hour to talk to someone I have now been told it will be a least another three to four days and they will not refund me for the line rental payment that I have already paid upfront for this month even though I have had no internet. Would definitely not go with plusnet again and do not recommend.
- Location
-
- Location
- Leigh-on-Sea
- Reviewing
- Plusnet
- Date
- 2015-09-17
- Comments
-
Tried to switch my service from Sky but they failed to turn up and I since discovered they had the order on hold without even contacting me. Trying to sort it was a nightmare with phone waiting times constantly at 30-35 mins at all times and an online help that was unable to help. Avoid at all costs.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Absolutely terrible company! Have lost count of how many times weve complained of slow broadband and most days NO broadband at all. All we do is get fobbed off by clueless people. Cheaper than most companies because all they provide you with is hassle and rubbish. Terrible company, terrible customer service, terrible broadband. Avoid at all costs.
- Location
-
- Location
- Winsford, Cheshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Nightmare from start to finish, from my change over from service provider. When it didnt happen on the agreed day l called them from my mobile, 30mins queuing to speak to Customer Services to be told can go live up till midnight. Nothing rang engineers next day, said sent me a text to say it was no going ahead on that date. I explained l rang within 3 mins of getting text and was assured no problem and would happen as planned on arranged date. Without broadband & phoneline all over Christmas. Poor wifi speeds that drop to very slow after 3pm. Now signal keeps dropping 3 times in 30 seconds. Downloads dont even complete overnight, 12-7am and only 92% for a movie. Cannot make use of subscrption TV and movies because of poor speeds. Got a new base unit, not fixed it. Unscrewed cover from wall, not fixed. Ran test for 72hrs, fault been occurring for 3 weeks now. After test, engineer promised a call but just rang once hung up then sent an email, saying all tests ok. Its not and now in queue for 45mins to speak to Tech dept for 5th time. Want to cancel contract with plusnet. 1/10
- Location
-
- Location
- Shipley, West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Though I was offered an upto 16Meg line in fact speed was clearly limited to 12. I had 16 from previous and subsequent providers.
On leaving I am having a nightmare with their customer services where, in spite of their agreeing I am due a refund I haven't had it for months and they are chasing me for money they agree I don't owe. God knows why they're rated for customer service as calls to them are never answered in less than 15 minutes and it has become clear their front line staff are unable to resolve problems due to poor procedures.
- Location
-
- Location
- Herefordshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Good broadband service,but appalling customer service. If you want to talk to them they provide a freephone number, but you'll be on hold for at least 30 minutes. then they will tell you that it's the wrong department and put you on hold for another 20 minutes. Not bad if you like bad 80's music, If you try to debate your issue you will come up with the Data Protection Act thrown at you as a non-answer.
Best advise keep away. They advertise on TV about their great customer service and being UK based but it really is appalling.
Oh and when you leave them they will keep trying to bill you.
- Location
-
- Location
- Hatfield
- Reviewing
- Plusnet
- Date
- 2015-09-15
- Comments
-
The old adage "Pay peanuts-get Monkeys" is proved right
If you need reliability of service they are best avoided.
- Location
-
- Location
- Garstang
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
-
Customer service appalling. After 2 year sent an email to me to tell me they had put my premium up but sent it to another address.
Telephoned me to give me a better deal, asked me to hold then hung up on me.
Didn't reply to my letters phone calls etc.
Always had a long wait when reporting a problem Worst customer service ever. I'm with a new provider this week. Yippee!!
- 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.