3,751 Customer Reviews over 94 pages
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- Location
- Hastings
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
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Just awful. I've had 3 different broadband providers over the years and Plusnet are by far the worst. I can't comment on the speed or reliability because we've still not managed to get it installed yet. They keep delaying installation and their customer support is dreadfully slow. They have repeatedly promised to sort out the issues and repeatedly nothing gets done. Worst of all they don't communicate with me to update me so I've wasted countless hours on hold and waiting around for an engineer who never turns up. Avoid at all costs.
- Location
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- Location
- NEWBURY
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
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I have been trying to get a hold of Plus-net for the last 40 minutes and as soon as I get hold of them I am then put on hold again for another 30 minutes before giving up. I am trying to set up a new contract as well as change an existing contract. General speed is good although drops out a lot. Customer services is pretty poor and you blow your allowance on trying to call them and sitting awaiting a response.
- 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
- Cumbria
- Reviewing
- Plusnet
- Date
- 2015-09-12
- Comments
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I realise that Plusnet can do nothing about the measly 0.95Mb/s broadband speed we originally got (and what they told us we would get.) However, it started going down and now sits, on a good day, at 0.7 Mb/s; however, it frequently falls below that. Anything less than 0.7 Mb/s and it becomes pretty much unusable. And it regularly falls to as low as 0.1-0.2 Mb/s - actually, it often seems to cut out completely. The problem is I took out a two year contract based on the anticipated speed and the fact that Plusnet told us we'd get superfast in our area this spring (gone). Neither of those assertions have stood the test of time. Plusnet, having sent out a BT engineer or three, have effectively shrugged their shoulders. I had a letter recently (well outside the 10 working days they say they'll reply in) in which some dozey 'customer relations team' operative assured me my broadband speed was 1.0 Mb/s and stable (based on one 'snapshot' reading.) This was despite the 150 readings I had sent them, taken from Ookla over the last 8 months (about 60 readings in August), which quite clearly show that we have never had 1.0 Mb/s and are currently averaging about 0.55 Mb/s with variations between zero and (once) 0.76 Mb/s. I have asked for a letter of deadlock and will take my case to CISAS.
The bottom line is, they are of course fine when it's all going smoothly, but when it goes wrong they are shockingly bad. Their customer service 'systems' seem to be in disarray with online answers to their own questions ignored, and deadlines not met. You have to battle, curse and scream to get them to action anything you send to them.
If I knew what I know now, I would never have gone near PLusnet.
- Location
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- Location
- Monmout
- Reviewing
- Plusnet
- Date
- 2015-09-12
- Comments
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I have been on the ADSL service for a year. Noticed I was getting speeds of 1.5m download/0.5m upload. Called the, was on the phone for almost an hour waiting to get through. The engineer found an incorrect setting, reset it, then I was getting 5m download/2m upload.
I upgraded to their fibre service (70m). Has to wait in all afternoon, the engineer turned up at 6:30pm. After installation, the service is unreliable and only works intermittently. I called and waited on the phone for 25 minutes and they told me to reset my router, which I did, still no better. I have to call them again, when I have the patience and will to live.
Not happy...
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Comments
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Just swapped from sky to super fast fibre. Was a little worried after reading all the negative comments but a very smooth changeover. I received texts and emails to keep me upto date, router arrived 2 days before and as arranged everthing was up and working by 3pm yesterday afternoon. Just done a speed test on my samsung tablet, 50.4MB download and 19.4MB upload a mssive imprvement from my sky broadband of 11.6MB down and 1.2MB up. Very pleased
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Comments
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Fine for the price. Been with them for a while and problems sorted out. Sometimes took a while and a couple of visits from Openreach but intermittent faults can be difficult. Downside is time to get through on the phone.
- Location
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- Location
- Northamptonshire
- Reviewing
- Plusnet
- Date
- 2015-09-10
- Comments
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Having just become a plus net customer, which was a long process, finally we have broadband. Then whilst on holiday, before we've even been charged our first month we get a notice saying the price is going up. Unlucky timing on our behalf possibly, but the customer service around my enquiry could not have been more patronising. Not worth leaving because of exit costs, feel duped, very disappointed, from someone who likes giving companies good reviews.
- Location
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- Location
- Rotherham
- Reviewing
- Plusnet
- Date
- 2015-09-09
- Comments
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Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.
- Location
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- Location
- Tegg
- Reviewing
- Plusnet
- Date
- 2015-09-09
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2015-09-08
- Comments
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How on earth can plusnet have that advert on TV about there customer service because it is totally rank in all aspects. Where are the advertising standards people when you need them.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-07
- Comments
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Awful provider. The Internet worked fine for the first three months at decent but not amazing speeds. Then it became extremely slow, continuously dropped off and we'd report a fault each time, the connection would be restored via a reset and this would last about two weeks before the same problem came back. The online chat is useless, the person only ever tells me to report a fault, there's no point wasting time waiting. The call line is also terrible with a 45min average wait time if you are lucky. Worst Internet provider I've ever used.
- Location
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- Location
- Romford
- Reviewing
- Plusnet
- Date
- 2015-09-06
- Comments
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This has to be the worst provider in the world. Online customer service leaving me when I mention problems. Phone customer services the same. It's true you pay for what you get, in this case a piss poor service
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2015-08-31
- Location
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- Location
- Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-08-31
- Comments
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DiSHONEST RIP OFF MERCHANTS. These shysters lied to me when I took out the contract about how much it would cost to cancel the contract. Costing me £100. they also cancelled the my pending cancellation request, and created a new one so my cancellation would fall outside the minimum notification period required. no other word for it a bunch of crooks. AVOID. AVOID. AVOID.
- Location
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- Location
- East Anglia - Norfolk
- Reviewing
- Plusnet
- Date
- 2015-08-30
- Comments
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To many stars, would prefer no stars!
I joined Plusnet in Aug 2010, at first they forgot to connect us..but after that was sorted things seemed to settle...they increased the limit as we needed...had family and friends join. Paid line rental saver... But in the last 12 mths it just became terrible, unable to use our Wifi, had to hard wire items to use service, streaming HD didn't happen, PS gaming, Xbox etc continually failed, headphone dropouts, gamers flickering all over game play.
After CS, just wouldn't read, or listen...I am now unable to speak, due to medical condition- internal bleeding/disability. Agents would CALL to discuss errors reported. Depsite being told I was unable to speak, as the account holder this became an issue.
Recorded Calls, provided evidence of this abhorrent behaviour. My direct debit mandates were cancelled, they requested or called to obtain cvc number on account card, supplied as secondary payment source.
Plusnet withheld refferal money, for friends who joined.
When we noticed the other devices and services in our cul de sec, BT was most common, when my hubby chatted with the neighbour with BT service..he was shown up to 10mb... When we were unable to get 2mb.
Plusnet started to get shirty, when I requested increase in gain, or investigating the local exchange. Left rude kurt message on my message answer machine, declaring I was getting best service options in my area. Now being rural, was the issue.
I got a MAC code in April and assessed ALL options, making it very very clear I was leaving after 5 years!
On May 2 2015, it was agreed I would leave Plusnet without consquence on 19th May 2015. My unused services would be refunded. As agreed by CEO office and Excecutive Relations.
However, as of 2 May 2015, Plusnet issued me with bill for £86 early termination, as well as £30 charge. As Plusnet had finally removed international calling, I had repeatedly requested it removed from my plan since September of year before! I was told to do this online, but that would modify my plan, in adverse way. So, when they removed international calling, they set my account up on new 12 mth telephone contract!
I rasied incidents and asked why? Was ignored, but payment continually demanded. Chat refused to action anything... I was asked repeatedly to call.
Then 13th May (6 days before switchover), All broadband services ceased at 21:30hrs? My hubby tried to contact CS, no answer in phone queue for 34mins.
When contacted Plusnet revealed the provider tag was removed and there was nothing to do but refund my monthly payment taken from my bank 11th May 2015.... Now Aug 2015 and still no refund. Also, until new provider tag was fitted I was without Broadband, so was unable to pay my employee online, couldn't use Netflix, Amazon or SkyNow or any digital service? And importantly unable to order prescriptions, medications or groceries.
I did raise issues with OFCOM, whom devolved the Plusnet responsibility to myself and allowed 5 days for them to contact me. They FAILED, Then again until I was referred to CISAS.
I supplied evidence and my version, Plusnet Provided theirs... The adjudication ruled in my favour and Awarded £150.00 plus refund of payment from 20th May to 1st June at rate £1.03.
PLUSNET FAILED THEIR DUTY OF CARE. Calls made by my carers, were ignored as PLUSNET insisted I verbally give approval to discuss my account with carers or husband!
The cheque arrived early Aug as instructed by Adjudictor.
However, the 13th - 20th May is still outstsanding and will be filing online with HMCS, against Plusnet. As well as publicly making recordings of calls to and from Plusnet available.
Plusnet runs on oldest tech available to provide service, it cannot compare to newer services, and depsite overseas callcentres, chat options are available with my New provider.
The problems Plusnet have, are ignored repeatedly.
Only wish we did have to use stars to rate, as Plusnet deserve none.
- Location
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- Location
- Herts
- Reviewing
- Plusnet
- Date
- 2015-08-29
- Comments
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Misled by Price Rises and Cancellation Option
I have been a customer of Plusnet for less than a year.
I received an email from them informing me that the line rental costs would be going up in September, but they offered me the option to leave early without incurring early termination fees.
I exercised my option to leave and all seemed fine until a few weeks later, I received an email informing me that my line rental, which was paid up front would not be refunded.
I was surprised by this because the tone of their email to me suggested that I could leave penalty free as a result of their price rises. The Plusnet call centre agent went through the costs of leaving early and then went on to say that I would not be liable for the cost as I was leaving because of the price rise. He did not mention the line rental and I can see why now - Plusnet clearly wanted to use it as a stealth penalty for leaving early.
Very disappointed with this company, which claims to have great customer service. It turns out that they hide behind their T&Cs and do not give you the whole picture.
I will not be letting my friends, colleagues and family know what this company have done and I will not be using them again.
I feel cheated and used.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-08-29
- Comments
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Don't ever make the mistake of going Plusnet. It has the worst broadband. The connection cuts off multiple times in the day (actually uncountable), the download speed is poor, customer service is poor. I've ended up paying more for my 4g phone data plan because of the poor service. Even with an extention there's no amplified signal. Heck the extention (even though connected) has never worked.
They're going backwards-Sometimes it feels like dial up days fiddling with wires to get a connection, waiting forever to get something.
If you're considering it best advice don't.
- Location
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- Location
- Warrington
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
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Avoid like the plague. Kept on hold for average of 30 mins for every call. Three engineer visits booked but failed to turn up. When you ring to check that engineer is on his way your told they can not check until 6pm. When it gets to 6 pm they tell you they will contact open reach to find out why it was a no show. Next thing call from an Indian call centre to book yet another appointment and the cycle starts again! No one takes ownership and the complaint procedure is laughable.
- Location
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- Location
- Middleton
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
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Left a bad review previously but it was actually down to the by engineer not letting me know had connected my fibre and didn't need to call round.. Saying that the first advisor I spoke to was rude and uninterested but the second advisor was brilliant.. The speed and reliability of the broadband so far is excellent so I would recommend as value for money as it's by far the cheapest deal around. Just hope you get lucky with the advisor if you need to contact them.
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
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PlusNet's customer service is quite simply one of the worst I have had the misfortune to encounter.
Our internet drops constantly. They tested this and needed to send an engineer. They can only give appointments for blocks of time so 8:00-13:00 or 13:00-18:00. We booked an appointment and the engineer never turned up. They did say that if we weren't there and the engineer missed us they would charge us £50, however, the arrangement isn't reciprocated. PlusNet then said somebody would contact us within 48 hours. I suspect that they aren't working on the same 24 hour clock that the rest of us are working on because 4 days later and still we wait and still we have service that is not fit for purpose.
When you ring up you have to make sure you have an hour as you just hang on the phone for ages.
They are cheap but you pay for what you get and they are appalling. Seriously don't go with PlusNet. Pay a little more and get a quality provider.
- Location
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- Location
- Worksop
- Reviewing
- Plusnet
- Date
- 2015-08-27
- Comments
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How do Plusnet get the good reviews!??? Waited 3weeks for fibre installing, then a no-show on the day, no call, no email. Waited 27 mins for customer service to answer to rearrange a day to be told by a rude adviser who sounded like he really didn't want to be there, that I needed to speak to "support" and its a 60min wait time. Wow great start, come back bt all is forgiven
- Location
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- Location
- Newport
- Reviewing
- Plusnet
- Date
- 2015-08-27
- Comments
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The service I have received from Plusnet has been a complete joke up to this point. I have been been waiting for 2 and a half months for them to fit the phone line and/or confirm a date for it (although the money for this was taken up front).
The customer service advisors I have dealt with up to this point have yet to provide any guidance or help on the matter. If I could offer no stars I would. Avoid this company at all costs
- Location
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- Location
- Ilford
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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All the time your service is working Plusnet are great but once I tried to upgrade to FTTP the problems started. I've been waiting for 3 months now and nothing works the Customer Service reps never call back and when calling them expect an hour wait before your call is answered, then follow that up with the standard response that there aren't any managers you can speak to - Plusnet couldn't give a damn once they have you on a contract, my advice is to stay well clear!
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Location
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- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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AWFUL! customer service they will put you on phone for 1 hour to hold then asking u same questions again! Disgusting
- Location
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- Location
- Moffat, Dumfriesshire
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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My area offers a maximum of 8 mbps, so I have been content with Plusnet's 6 mbps. For the past few weeks my speed has been a constant 0.94mbps for no accountable reason. A lengthy phone call resulted in a line check which was deemed OK. A second lengthy wait gave the promise of a "line re-set" which would "take a few days to settle down." A brush-off if ever there was one.
A travesty, the claims that Yorkshire lout makes on TV!
- Location
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- Location
- Weston Super Mare
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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I have been with plusnet for 3 years, the first two were fine.
The last year has been god awful.
Internet gone down 4 times, for long stretches. Woeful customer service, average wait times of 30 mins at any time of the day. Something has happened to the company in the last year, before I would recommend them now I would warn anyone against signing up. terrible terrible experience this last year.
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2015-08-25
- Comments
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Despite not downloading any films or large documents we are constantly running out of our "allowance" despite the claim on the TV that its unlimited.
Tried to get in touch to complain, the wait for an operative is 15minutes - abismal
- Location
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2015-08-25
- Comments
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Awful experience . Business package , two weeks without Internet ( destroying, as we are an internet based company) 4 engineers didn't turn up. Complete nightmare. Was give a six pound refund. What an insult after all the cock ups and over £5000 lost revenue . No apology - appalling , disgusting - don't touch.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-08-25
- Comments
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Plusnet has one of the worst customer service in UK: loong waiting, no email communication, no postal. Whilst it provides an average service at a good price. So if you never ever need to call them (or if you have hours to spend on the phone), it is fine.
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2015-08-25
- Comments
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Waiting 45 minutes to get through to their customer service. Is this for real!
- Location
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- Location
- Tewkesbury
- Reviewing
- Plusnet
- Date
- 2015-08-24
- Comments
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Just straight up rubbish simple as that
No net for a week now since they "fixed" the problem on our line, not able to book me an engineer. Lied to us, spent over 5 hours on hold since last Thursday. Useless
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2015-08-22
- Comments
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Disaster from start to finish. Automatic order processing didn't process the order. When chased to find out what was happening (very long wait on all call times), was advised that order hadn't been placed but could be done manually after another two week wait. On appointed day when nothing happened and engineer hadn't turned up- another series of hanging on the phone chasing. This time advised order had been rejected - but notification to me. As a result lost my existing line and broadband. Sky subsequently resurrected my line and broadband for me. Wouldn't recommend Plusnet to my worst enemy
- Location
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- Location
- Twickenham
- Reviewing
- Plusnet
- Date
- 2015-08-22
- Comments
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I am most disappointed – long waits for downloads???
Promised finer within the year? No sign? Service has been poor over the last month in particular.
when calling lengthy waiting time on premium rates - I would like out for such poor service. Maybe they can offer better - but its not good! Could do better/
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-08-22
- Comments
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Recently tried to switch from BT, and was told everything would be switched over around 2 weeks later. 2 weeks later I had heard nothing, so I gave them a call. The phone line was then activated fairly quickly, but following this I was fed constant lies about when the broadband would become active. It is now approaching 4 weeks since the initial order and the broadband is still not active. I just keep getting told that their suppliers have problems etc etc. One of the worst companies I have ever dealt with, avoid.
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2015-08-21
- Comments
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After 12 months nothing but constant drop outs and disconnects. I worked out the Modem/Router they supplied was faulty. I have contacted support 4 times in the past 12 months and every time they refused to swap it saying no fault found. In the end I purchased a NetGear Router myself and surprise surprise it fixed all my problems. So as my contract is up im moving back to Sky where i was getting 13 Meg not 10-8 Meg i got from Plusnet.
- Location
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- Location
- Redhill
- Reviewing
- Plusnet
- Date
- 2015-08-20
- Comments
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I choose PlusNet because they were supposed to have outstanding customer service. Well as good as you can get for an ISP. I have had nothing but problems with their CS team if you can call it that.
The online department are rude, waiting times to get through on the phone are ridiculous.
They take a payment from the wrong month and then punish me because of their mistakes. They even own up to it being their mistake and then still charge me the admin fees.
Now i know when i choose an ISP to pick the cheapest because good CS does not happen with an ISP.
I just hope this get out of jail free card in September is not a myth because i just want to leave and another 14 months of dealing with them is something i wouldn't wish on my worst enemy.
The worst part is its all over a 5er which is not alot at all but why should i pay for their mistakes.
The speeds have been great but the speeds would be the same with any ISP seen as they use the same lines. I wish i just stuck with TalkTalk atleast i know their CS team is awful.
AVOID IF YOU CAN
- 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.