3,751 Customer Reviews over 94 pages
-
- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2015-08-20
- Comments
-
Appalling experience. Left without broadband for 2 weeks after the engineer cancelled last minute. Then lost my old phone number from my old house as they failed to follow procedure. Nightmare experience. Sales team tells you all sorts but delivers none of it.
- Location
-
- Location
- llanelli
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Comments
-
worst internet provider , had at least 30 dropped connections a day , complained they then slowed my broadband speed to 186kbps by changing settings , now when i complain about speed they ignore me . my advice go elsewhere
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Comments
-
Called to esolve an issue. A lkong waiting time of 15 minutes, but once sorted really helpful and kind staff.
- Location
-
- Location
- cullompton
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Location
-
- Location
- north london
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Comments
-
plusnet are probabily the worst internet provider in london , or the world
their customer support is almost nonexistant
- Location
-
- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-08-18
- Comments
-
NIGHTMARE. My money had been taken away for nothing. I ordered a broadband from them, but since I don't have an existing line in my new place, I have to pay for line rental as well. However, they activated the line one month before the internet could go active, and charged me for a month line rental, which was basically useless since internet was not yet active. I asked for refund, but not a single duck is given! AVOID THIS COMPANY.
- Location
-
- Location
- london
- Reviewing
- Plusnet
- Date
- 2015-08-18
- Comments
-
An awful service that has not performed as advertised since it was installed. 36 Mbps package has never got above 11 Mbps and I have spent days with an average speed of 3 Mbps.
DO NOT BUY FROM THIS BROADBAND PROVIDER!
- Location
-
- Location
- Windsor
- Reviewing
- Plusnet
- Date
- 2015-08-18
- Comments
-
On 12/3/15 I got email from PlusNet inviting me to pay 12months advance rental £155.88. I paid. On 2/7/15 I got email inviting me to pay 12months advance from 2/9 for £185.88. I have left PlusNet as my 12 months equals 6 months to them! Watch your emails! Looking back, I found they had done this before and I had paid without checking.
- Location
-
- Location
- PAISLEY
- Reviewing
- Plusnet
- Date
- 2015-08-17
- Location
-
- Location
- Rhondda
- Reviewing
- Plusnet
- Date
- 2015-08-16
- Comments
-
Been with plusnet for a couple of months and its been terrible, internet keeps stopping, slow speeds when it does work. Contacting customer service takes at least a hour to get an answer, paying for upto 38mb fibre and its a waste of time and money.
- Location
-
- Location
- Southall
- Reviewing
- Plusnet
- Date
- 2015-08-14
- Comments
-
Having applied online to Plusnet Broadband, and waited for an engineer on the three allocated days with no appearance. I decided to call their sales team to secure an installation date from an actual person.
I was assured by Hannah, who was most apologetic, and assured me that my order was confirmed.
Today I called and spoke to Russel Swift from the sales team to ensure the engineer was due over the next three days, only to be told they had no order with my my user name, password, post code or name.
I asked to speak to a manager but apparently they were all busy, probably dealing with potential customers
complaining.
I have waited 30 days for my broadband to be installed with Plusnet, and after spending another 30 minutes tonight waiting to speak to anyone at Plusnet to give me an explanation or apology, I have decided your customer service claim is a joke.
Another potential customer gone. X
- Location
-
- Location
- near Sheffield
- Reviewing
- Plusnet
- Date
- 2015-08-14
- Comments
-
Dreadful service. The only way of contacting them is by phone. I waited nearly an hour yesterday to report the fact that for a second time the engineer hadn't turned to to set up fibre broadband.
The online help desk are unable to do a single thing in such circumstances.
The order had been lost again. So i'm still waiting. No idea when it will happen.
- Location
-
- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2015-08-14
- Comments
-
Iv been with few provider and never had any problems at all but these(plusnet ) are something els placed order paid money only for to get a e mail next day that my account was put on hold until i pay i rang up and they said they had no money from me and i had to pay over phone are prove it though a bank statement if the money has gone and then they would sort my order out, at this point i rang bank to confirm money had left then rang plusnet to cancel order and get money back as if this was a day in i didnt want to risk a long term contract after 20min i got though to be pasted to someone which i then had to wait another 30min im not sure weather they actually were capable enough to cancel my order properly time will tell i guess but il not be trying with them again just the wait to get though to them alone is a joke
- Location
-
- Location
- Bexhill
- Reviewing
- Plusnet
- Date
- 2015-08-13
- Location
-
- Location
- cumbria
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
-
Worst customer service ever, you wait over 30 mins to speak to someone and then they just tell you to ring another dept , engineer didn't turn up twice to install socket and then they charged me for a phone line i couldn't use! JUST AVOID, AVOID AVOID!
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
-
Worst ISP ever my internet has not worked for over a year and minusnet will not sort the problems. The customer service is useless. The high level support don't care. AVOID this company at all costs and it may save you a fortune.
- Location
-
- Location
- Heathfield
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
-
The installation was faultless. However, if you want to up grade your package or downgrade. You have to wait a full month before the change happens. There is a 30 min time limit on included international calls. If you go over this you get heavily charged for the call. The broadband speed is good however the signal isn't as reliable as it could be. When watching films you can tell that the bandwidth is being restricted as films don't play as well as at other times. The cost was ok as I paid in advanced. But I'm not sure if I stick with them.
- Location
-
- Location
- Banbridge
- Reviewing
- Plusnet
- Date
- 2015-08-09
- Comments
-
Buyer BEWARE, stay away from this IPS company. Plus-Net was an absolute nightmare from the start. If you want really terrible internet service subscribe, I dare you. They'll do you proud by providing a terrible service right form the start. I moved from BT where the service was fine and right from the begining Plus-Net was awful. Engineer's didn't turn up twice, the wait time on fault phone calls lasted at worst, 50 mins. I did eventually achieve a down load speed of O.45mbps. The final straw was them being really sly about leaving and about when the 14 day cancellation period started and tried to charge £200 odd pounds for early termination.
Worst experience i have ever had. I wish them every misfortune that comes there way.
Went to SKY they were the complete opposite and cheaper!!!
Thanks for four weeks of complete hell, you didn't do me proud. Wasters the lot of them.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2015-08-09
- Comments
-
Loss of broadband daily. Suspect it's the router that Plusnet supplies.
Broadband speed was as advertised - so no grumbles, there.
When I cancelled, the guy I spoke with was dismissive and snotty.
Absolutely NO CHANCE of me going back to Plusnet, and don't recommend them.
- Location
-
- Location
- Macclesfield
- Reviewing
- Plusnet
- Date
- 2015-08-09
- Comments
-
Plusnet are absolutely awful in terms of there service provision and customer service. Our boradband dropped from 1.3 meg to 0.4 meg and has become more unreliable at the seem time. Any contact with customer services has been dreadful. All of their responses are designed to delay and put you off. We have waited over an hour on a number of occasions just for them to answer our call and then any promised actions do not work, but you are told to wait 72 hrs for "things to settle down"!!! We have been very patient and tried to keep to the process but it has just led to increasing frustration because they do not care about customers. I would strongly recommend that you DO NOT sign up with Plusnet based on my experience.
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2015-08-06
- Comments
-
When plus net is up and running it is reliable internet. However I have had a multitude of issues with them. I paid for fibre optic broadband and after 6 weeks the correct wall connection was installed. For a week I had wonderful fibre optic. The service then cut off. Plus net then told me fibre optic was unavailable in my area. I assured them it was and I had been using it, but they told me I was incorrect and then said I would have to have normal Internet. This then took an additional six weeks to be set up. The problem (told to me by the open reach man) was that I had been connected for fibre optic and so the wires had to be moved about on the street box back to normal broadband. So I could have had fibre optic all along. But I gave up on that in want of an easier life.
Months later I am moving house. I called to move the address and spent one whole hour on hold to speak to an advisor. When I got through I was told the associates who can help you move address only work until 8pm and there was nothing they could do. So I now have to call and be on hold another hour to move address. I am not exaggerating on hold times. They have the worst customer service I have ever experienced for broadband. I completely regret leaving EE. Don't go with them unless you know you won't be moving or requiring support with your broadband in any way at all!
- Location
-
- Location
- UK north somerset
- Reviewing
- Plusnet
- Date
- 2015-08-06
- Comments
-
Hi,
I have had plusnet for A long time I Put up with it for a while 2 years but I thought I might review it again after 2 years so hear goes:
I have been receiving 2 mbps out of a predicted 20 mbps
the service often goes out and crashes due to packet issues.
the service fluctuates which seams not bad but I game as a hobby and getting 0.83 mbps that hops to 19.00Mbps at the top service?
And I have no reply for 3 months or longer phone call then 5 mins
I loved it for the first month then The server crashed thats where it all began.
I use to be a big fan of plusnet But I think it's time to switch.
TENSULP-- Yes folks, we're going backwards!
help me.
- Location
-
- Location
- Exmouth
- Reviewing
- Plusnet
- Date
- 2015-08-02
- Comments
-
AVOID, AVOID, AVOID. A sub-division of BT and a truly appalling company. They were recommended by Which, so I took out broadband and phone package with them. Outrageously high rates for international calls – £43 plus VAT for an hour long off-peak phone call to France. Staggering. Customer service rude and offhand when I phoned to complain about disproportionate charge; tried to complain online and it is so fully automated you just reach a dead end; then they send you a customer satisfaction email asking how well they handled your complaint. About to lodge a complaint with Ofcom and also write to Which who really should not be recommending them. In addition, the broadband is extremely slow a lot of the time – slower than old style dial-up.
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2015-08-01
- Comments
-
Awful! unreliable service. terrible customer service. spent hours and hours on the trying to get in touch with support. When finally succeeded, received very poor service. had to spend several days at home from work for technicians visits that did not solve the problems. tried to cancel service and switch to a more reliable provider. Had to spend hour on the phone to make it happen and received rude and unreliable service throughout. Stay away from Plusnet!!!
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-08-01
- Comments
-
Me leaving a review says something as I usually don't bother with leaving reviews if I was slightly unsatisfied. However, Plusnet has been so incredibly awful that I just had to give my two cents. I booked plus net as I heard some good things about them. They charge a £50 installation but claim £50 cash back so thought that would be taken off straight away. My total bill was £75 and when I paid I waited for an email about the cash back. No email, so I called them. Was put on hold for about 1.5 hours to eventually speak to someone that couldn't handle me being slightly annoyed about my experience so far. He was quite rude but did cancel my subscription in the end as I had enough at that point. He guaranteed that I would not be charged for the £75. 2 days later, £75 came out of my account. I called them again, again put on hold for nearly an hour. The guy that answered didn't even give me a chance to say anything, was extremely rude from the start, interrupted me,... It's obvious that he had been complained at by other customers all morning, but I hadn't even complained about anything, I just asked about my charge. People like that should not be put on customer service. I wish I could make a complaint about just the guy individually but I don't want to be put on hold for another hour. Worst company ever!!!! Ended up going with Sky, as they seem way more reliable. Moving house is already so stressful, i really don't need a bunch of rude guys making it hard to just get broadband connected. Awful.
- Location
-
- Location
- redruth
- Reviewing
- Plusnet
- Date
- 2015-07-29
- Comments
-
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
-
- Location
- Bury St Edmunds
- Reviewing
- Plusnet
- Date
- 2015-07-28
- Comments
-
Sadly, i have to write a damming review of Plusnet for their home broadband service and quality.
You could not make it up as to the poor servcie levels i have experienced and are still experiencing.
After nearly 2 weeks of a disrupted service I am no further forward.
Just finding their customer service telephone number (when you've not got an internet connection) is a massive headache.
I had to personally wait over an hour to get through and they apologised saying they are trying to recruit more staff !
My wife waited in for 6 hopurs and their Engineers did not even turn up.
After tryign the live chat for 45 minutes i still made no progress, other than we'll call you.
So i am left with no internet and no answers from Plusnet as to when they will fix the problem.
As soon as i am out of this contract i shall change provider, even if it costs me more money per month.
Plusnet are simply very poor, especially when things go wrong.
- Location
-
- Location
- Highlands
- Reviewing
- Plusnet
- Date
- 2015-07-28
- Location
-
- Location
- eastbourne
- Reviewing
- Plusnet
- Date
- 2015-07-25
- Comments
-
Many talks re. internet dropping --sometimes 6+ times a day --never resolved---they just want to send someone out for a hefty fee.Can't wait to leave them
- Location
-
- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
-
My 75 year old mother was in hospital for 14 weeks. When she came out her plusnet phone had been cut off. Her community alarm is linked to her phone line so it needed to be reconnected urgently. I phoned plusnet 3 times and was kept on hold for between 25 and 45 mins each time before I spoke to an advisor. It took 3 calls to finally get the phone reconnected. We thought everything was okay until 4 days later we tried the Internet and found it had been blocked. It took another 2 calls with long holds each time and after another 2 hours we finally got the Internet reconnected. This was apalling customer service to a 75 year old terminally ill woman. Plusnet you should be ashamed!!
- Location
-
- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
-
My 75 year old terminally ill mother had the misfortune to have plusnet. She was in hospital for 3 and a half months and her phone and broadband was cut off due to non payment. We contacted them 3 times the first day she came out of hospital to reinstate her service. Each call took over 25 minutes. We made a payment and the block was lifted off the phone. Her community help alarm uses the phone line so it literally be life or death to her. 4 days later we logged onto her Internet and found that was still blocked it took 2 more 30 min phone calls and another payment (in advance) to lift that block. Throughout the phone calls the phones were not answered for between 25 and 45 minutes. The staff were rude and unhelpful (especially Megan McKay) were was particularly unhelpful and inflexible. My mum wanted to cancel the contract with them and was told it would be £226.59! Disgusting!!
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
-
Have been using them (fibre) for almost a year now. Actual speed not exactly what they originally promised but still satisfactory (around 35 MBPS download) and it has been reasonably constant throughout the period
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
-
Sales pitch was all promises but sadly no trousers. Minimum calls service time of 30 minutes on hold , no call back option and then frankly inept levels pf help when you do get through.go sky.
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
-
Customer service is diabolical. It's easier to get blood out of a stone than to get to talk to someone who can help with any issues. It's like if you have any problems, you are on your own. The 'instant online chat' where the say they will be with you shortly, I was put in a queue of 13. An hour later, still no contact, so I refreshed the chat. Then I was in a queue of 21. When I had no broadband for nearly a whole day on seperate occasions, they wernt apologetic, I still had to pay full whack for a service I wasnt getting, and when I cancelled my DD, i ended paying more
- Location
-
- Location
- Cheddington
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
-
I am having to use my sisters computer to lodge this review as I have been without internet access for 3 weeks now! I only joined Plusnet in June and I am not impressed. Some of the excuses I have been told is that the fault would be repaired by Monday! Monday came and went twice and still no broadband! Its an outreach problem and out of Plusnets hands! Each time I call, I am on the phone for 30 minutes or more and life is just too short so I have cancelled my direct debit and they can get in touch with me now.
Cheddington
LU7 0RN
- Location
-
- Location
- East London
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
-
BY FAR THE WORST PROVIDER AND CUSTOMER SERVICE I CAME ACROSS!!
They are always trying to make it look like it's your fault. Engineer came to my house but didn't even install the required fibre socket.
They are telling me I could do this myself. Apparently I don't need an engineer to install it yet I was charged over £50 for the engineer ( Apparently he did some work outside the house in the cabinet) didn't even come to my house to install anything.
Spoke to them about 10 times in a month, they give me different advise everytime.
I'm just cancelling my service with them now.
I WOULDN'T RECOMMEND FOR ANYONE TO GO WITH PLUSNET.
They will NOT do you proud!
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-23
- Comments
-
I am typing this in my iPhone as the pliant connection has gone down again. I regret having signed with plusnet. I signed for up to 38MB. Service is often below 6MB. Even when it is in the 30MB range - rare but possible - the latency means it can take 10 seconds to load a webpage. It takes around 30 mins to get through to their customer service, they don't accept notification by email, and the customer service is terrible. At various points they tried to make me call them whenever the connection was slow so they could verify that (ridiculous given it takes c30 mins to get through), refused to do anything to sort their installation and equipment until I could find a PC with Ethernet to plug in (use Mac which doesn't have one). Over ten calls, repeated attempts to escalate and three months of low speed frequently dropping connection later, they refused to let me terminate for their breach of contract and said they would make me pay for the remainder of the year, because they hadn't been given a chance to rectify the fault. I'm about to escalate to offcom. Connection remains terrible, I have wasted 20 hours trying to sort out the connection, and no end in sight. Stay away from plusnet - I'm prepared to and may have to litigate to get out of this. Don't fall into a similar trap!
- Location
-
- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2015-07-21
- Comments
-
The wait times for support are always at least 15 to 30 minutes. Totally unacceptable. Router is as basic as you can get with limited range.
- Location
-
- Location
- Henley-on-Thames
- Reviewing
- Plusnet
- Date
- 2015-07-20
- Comments
-
Totally crap - even emails to the CEO do not get acknowledged. I have ditched them and became a customer of super efficient BT Infinity today. The Plusnet TV ad is a total con. My bill has gone up three times without me being told
- Location
-
- Location
- South wales
- Reviewing
- Plusnet
- Date
- 2015-07-20
- Comments
-
Recently broadband speed has dropped.technical not interested just giving excuses.wanted £46.00 for new router as current one was dropping out on uploads
- 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.