3,751 Customer Reviews over 94 pages
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- Location
- Hampton
- Reviewing
- Plusnet
- Date
- 2015-05-05
- Comments
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its a scam!!! horrible service! avoid it! they will lure you with cheap prices and a contract you cannot get away from and then six months later: boom, you pay as much as BT but for much lower quality of service! don't do it!
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2015-05-01
- Comments
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Started with Plusnet at the beginning of the year and they were very helpful when BT cut me off a day early on the changeover and got me straight back on. Had a billing problem over the last few days but customer service was brilliant. Manager DID ring back when he said and problem is now sorted to everyone's satisfaction. All contact via email and Plusnet message service kept me up-to-date with progress at all times.
Broadband is a bit slow at times (but it was the same with BT so it could be the area) so not recommended for heavy user. Perfect for me with emails and a bit of browsing. Speed still OK to watch MotoGP live on iPad!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-29
- Comments
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We were with this company for about 2 years. We always paid on time by DD. We found a better deal elsewhere recently and moved over to another telecom provider. I was charged £30 by Plusnet even though I was LONG out of the contract. Apparently they could do this because it's in their terms. Read their terms and conditions VERY WELL before going with them and if there is anything you think is not quite right, just avoid them completely. Yes, perhaps they could do this because it's their right legally as stipulated but is it ethical or moral? In my opinion, NO!
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2015-04-29
- Comments
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Plus net promote award winning customer service. I've had problems with the broadband and had to wait for over 30mins just to get through.
Not good enough, I'll be changing supplier. Not sure who gives out these awards as its a joke.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2015-04-28
- Comments
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Waited 10 days now(since expected connection date) for internet that I ordered 40 days ago!
10 hours of listening to horrible waiting music they have. So tired.
They have told me that they will follow up the case and call me back but they never did!
- Location
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- Location
- Poole
- Reviewing
- Plusnet
- Date
- 2015-04-28
- Comments
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This is the worse broadband provider in the Uk, you better read this if you dont want to waist 1 month of your precious time. Plusnet should not exist, this is not a business full stop. I have signed up for broadband after I finished my SKY broadband package and decided to go Plusnet just to try and see how it is? I had to wait 3 weeks for them to take over my broadband which it wasn't a problem as I still my sky account active. 3 weeks went and the day come for Plusnet to take over. This was a Friday when they took over so immediately my sky account stopped, unfortunately when they took over they did not activate my line properly and I was told a technical team will investigate the matter on Monday, so I had no internet all friday saturday and sunday. Monday I rang them and they said we are getting this sorted for you, finally Tuesday morning my internet started after 5 days with no internet at all, very poor service. When I come from work Tuesday evening I started the installation of my hub and all the relevant setting up process. After 1 hour I had to call them to ask for help as the internet was running extremely slow, so slow that to load up a page it will take up to 1 minute, just for a web page, Oh my God! after 1 hour on the phone with the technical team doing all sorts of correction and changes to the channels and other test they come to the conclusion that its not much they can do about it. They told me a special team will investigate this matter within 35 hours, What! I got upset and i requested cancellation of the service. They arranged customers service to contact me the following day to discuss cancellation. By the way! every time I had to contact them I had to wait in average 30 min for them to answer. When I signed up they also took £25.00 payment which the following day I was told its not refundable as part of terms and conditions. After a stressful conversation with customer services they said to Plusnet its not the best choice for wireless broadband they struggle to provide high speed on wireless, they told me this over the phone, crazy! they said that under consumer rights they are only oblige to provide me cable connection and wireless its only a privilege. I got really emotional as its 2015 and you tell me who is using cable connection this days? all my devices are wireless so I need wireless connection full stop. I asked for cancelation to move to a proper provider, they told me i can cancel as I am within the 14 days cancelation period so the same day I moved to BT only to find that they can not take over as the plusnet they put a cap on the line so no one can take over. I had to call them again 30 minutes wait to be told that once the cap is placed nothing can be done, so I had to wait 2 weeks for current provider to end Plusnet so Bt can take over. On 29 of this month Bt will finally take over, I had to be on plusnet for 2 weeks, 2 weeks of pain and stress, the internet works slow in the morning and afternoon and evening stops completely. Lucky we have smart phones with 4G to give us internett as Plusnet its rubbish. Guys! seriously do not buy plusnet it will cost you time and stress. 1 month with no internet over 5 times calls which took in average 30 min per call, Time waist, Stress and pain not to have internet, internet slow like dial up connection from 20 years ago. This is not a network, stay away, go with SKY, BT, EE. I will not take my time to write this review but I feel like you all should know so you can avoid all the inconvenience i been through.
Plusnet should be shut down full stop.
- Location
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- Location
- HUDDERSFIELD
- Reviewing
- Plusnet
- Date
- 2015-04-27
- Comments
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Moved to PlusNet from Talk Talk with promises of better speeds and reliability None of which have been fulfilled Major problems getting anywhere near promised speeds took over 2 months of trying to get in touch with customer services which cost me a fortune in phone charges. although speeds have improved they are pretty poor the wireless is pathetic and we have to plug in to get anything with pictures cant use iplayer on the TV even if it is plugged in without it buffering all the time all in all poor speeds poor wireless useless customer service will revert back to talk talk as soon as possible
- Location
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- Location
- Peterborough
- Reviewing
- Plusnet
- Date
- 2015-04-22
- Comments
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Same problems as below - poor internet speed tends to disappear all together sometimes. When 1yr contract was up left for EE and again was cut off internet connection even though was charged for it in advance. Contacted customer services only to find out that im no longer a customer although having account open and they charging me for it - no login whatsoever. Seven days before was sent an email confirming changes to services, date when it will change and... suddenly they know nothing about it!! Complained with a copy of the email sent to me - no answer. Deffo do not get involved with plusnet if you can.
- Location
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- Location
- oxford
- Reviewing
- Plusnet
- Date
- 2015-04-22
- Comments
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have tried today to get broadband when I started to order the prices went up from advertised I was told that I did not live in a low cost area but they could not tell me where I needed to live to get these prices sounds like a bit of a con
- Location
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- Location
- bury st edmunds
- Reviewing
- Plusnet
- Date
- 2015-04-21
- Comments
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Avoid at all costs - worst company i have ever had the misfortune to deal with!! Internet dropped out at 8 every evening - they tried to tell me it was a line fault. When trying to cancel they tried to make me pay £80 to do so and when i said no way threatened me with debt collection agencies etc. When i advised i was within my 14 days cooling off period their story changed - they however did not offer this information!! The whole experience of trying to cancel this contract took 1 hour and 50 minutes on the phone. Said they would cancel immediately but refused to give me a mac code - 2 days later (and another 45 minute call to customer services) i am still awaiting the disconnection of this abysmal service, which cannot come to an end quick enough!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-21
- Comments
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When I decided to move to another Internet provider I called Plusnet to find out about the best deal and agreed the best package over the phone. During the phone conversation with the sales representative the whole switch seemed quick and easy, and the offer sounded very good so I agreed to switch, paying for the phone line 12 month in advance there and then. During the conversation, I specifically enquired about free landline calls at weekends and was told that they were included in the package. What sounded like a good deal turned out to be not so good with one big problem after another and not at all what was agreed over the phone?
The problems started with a big mix up switching the broadband and the phone line and it took a very long time before the broadband and the phone line were fully operational. Then months later, when I noticed a large charge on my bill, I discovered that the land line calls were not free at weekends and they were only free for people who did not pay for the phone line 12 months in advance. Every single time I called customer service I have been dealing with very unhelpful staff who are not prepared to even listen to any complaints and just refer you to the small print included in countless of emails received.
I also discovered that Plusnet automatically rolls over contracts for up to 2 years so be warned that once you sign up with them it’s not easy to get out. Also be aware that you will receive a lot of very misleading information to encourage you to sign up, which you will discover is totally incorrect after you commit.
If you don’t want any additional stress don’t consider signing up with this very dishonest and underhanded company.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2015-04-20
- Comments
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Reasonable broadband speed overall, although slow at times even over ethernet.
Customer service is good while you are a customer - it's easy to speak to an English call centre fairly quickly.
When I called to leave, the lady at the Plusnet call centre tried to match the price of the provider I was moving to. When she realised she couldn't match it her tone and attitude changed completely. She became very difficult and uninterested. I was trying to find out how the contract would end before I started with the new company, but she just wanted to get off the phone.
She kept telling me that there's be a penalty charge if the MAC number was not used within 30 days (which the new company told me was nonsense).
It's a shame it ended like this, as I had been happy as a customer. I've subsequently found out that Plusnet is part of BT, with whom I had terrible service a few years back, so things are adding up.
I'm now with SSE, and I'm very happy with their service. Too early to tell about the broadband quality, but great price and service.
- Location
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- Location
- East Anglia
- Reviewing
- Plusnet
- Date
- 2015-04-20
- Comments
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Phoning customer services is torture. Painful music and long, long waits.
Although they have a direct debit mandate and effectively open access to your bank account they have a credit limit on phone calls, which means that when you have a family crisis (e.g. death or illness) and need to use the phone a lot, you are troubled by persistent emails warning you that you are near your credit limit and need to pay more in advance. This lead me to shout profanities very loud. Don't believe their blandishments, they are owned by BT and have the same ethos: you are not a valued customer you are an income resource to be exploited.
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2015-04-18
- Comments
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Plusnet the worst 4 customer service's longest ever waiting times and above all they tell u a pack of lie's just 2 fobe u off wud not recomend them 2 anyone how the hell this company won an award frm which is beyond me customer service's and the tech teams are a total waste of time none of them knw there jobs and i mean that with hand on heart...please dnt make the same mistake as i did keep well away frm this company.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
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I decided to leave plusnet as they kept saying i had had more than my limit and adding extra charges. Once i had apparently gone over my limit at around 10 minutes to midnight before the next allowance so that cost me an extra £5 for a couple of minutes use.
And i am a single person who doesnt use the iplayer or anything, works full time snd just uses broadband for emails and the occasional internet browse. How on earth i was meant to be using so much data i cannot fathom.
Anyway i signed up to EE and it appears plusnet then just cut off my phone and broadband, even though i had paid for the whole month. They said they could not reinstate it now as they were passing it over to EE and the line had started to be checked by BT, Apparently both use BT lines so it didnt need to be checked but they had requested it anyway and said this process could not be stopped once started and i would just have to do without any phone or broadband for a week even though i had paid for this.
I explained i was in the middle of a house purchase and really needed access to my phone and broadband but they did that "the computer says no" thing, and just left me in the lurch.
This has been a nightmare, i guess they are saying its not okay to leave them and if you do you will be punished.
- Location
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- Location
- East Lothian
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
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I booked and paid for Plusnet Fibre Optic broadband. As I am a teacher I cannot take days off from my work so I booked the engineer to come out to set up my broadband during the school holidays - I thought it would be worth the 6 weeks and 5 days wait to receive my fantastic new broadband. After not receiving any contact from Plusnet (although they had taken the money from my account straight away) I telephone them. Lots of frustrating 1980's music later and being put through to 3 different departments it turns out that my order had not gone through. The operator was very apologetic: "It should have been picked up by us but wasn't". This is incompetence and I have cancelled my account (that never started) and I now have to wait 5-7 days for my refund. I do not recommend this company.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
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Plusnet is as reliable as Victoria line during the weekend ( fellow Ldners will understand)
If you are looking for fast and reliable internet provider - Pkusnet IS NOT the one!!!!!
- Location
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- Location
- Guildford
- Reviewing
- Plusnet
- Date
- 2015-04-16
- Comments
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Broadband has been dropping out for over a month. Plusnet arranged for BT to visit twice - no show. Promised to call me back with another date - failed. Cannot contact them online(too busy) or by phone (too busy). And this is supposed to be a COMMUNICATIONS company. Hopeless!
- Location
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- Location
- coventry
- Reviewing
- Plusnet
- Date
- 2015-04-15
- Comments
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100% satisfaction, costumer service you cant even knock! and UK based.
no problems with broadband speed at all and never slowed down at peak times, always reccomend to friends and familys!!
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2015-04-15
- Comments
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i have been with plusnet a year now and they have been amazing, they are exactly what they say they are, affordable, reliable broadband and home phone, the line being stable was a massive worry for me before joining a year back but i can honestly say i have never had my speed drop below what they estimated it to be (9mb) and i have only rang up a couple of times (own mistake forgot my account password) and the team in sheffield who took my call were fantastic, i would recommend plusnet to anyone, i have referred several friends and family and each time one of my friends or family go to plusnet they discount my bills aswell which is a fantastic scheme
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2015-04-15
- Comments
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what a fantastic little company, never had any issues with them, they have given me deal, after deal after deal, i have stayed with them for that reason for the past 7 years, and will continue for a long time, every time you ring, the UK based call centre staff are extremely helpful and can resolve queries straight away, i've never had to wait on the line for longer than 3 minutes, can't think of a single negative thing to say, top work plusnet
- Location
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- Location
- Rhyl
- Reviewing
- Plusnet
- Date
- 2015-04-13
- Comments
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Absolutely Dreadful customer service, They do not reply to queries or complaints , won't send MAC codes ,
then charged my direct debit without my Knowledge or permission for 18 months after I cancelled contract, definitely the provider to avoid!
- Location
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- Location
- Consett
- Reviewing
- Plusnet
- Date
- 2015-04-13
- Comments
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changed to fibre and it does nothing but buffer, absolute rubbish
- Location
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- Location
- Warwick
- Reviewing
- Plusnet
- Date
- 2015-04-12
- Comments
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Cant fault them. Better than bt.
- Location
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- Location
- Cwmbran Gwent
- Reviewing
- Plusnet
- Date
- 2015-04-11
- Comments
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I just want to say having spoken to one of your customer service team name that I am very impressed how he dealt with my problem. Not being a technical person at he was very patient with me (being an older lady who has no idea about computers and broadband). He was such a gentleman and explained things to me very clearly. If all your employees are as good as him you must have a fantastic team.
- Location
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- Location
- ryton tyne and wear
- Reviewing
- Plusnet
- Date
- 2015-04-10
- Comments
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BE WARNED Never extend your contract or move house with this service they con you into taking out a 24 month contract even if you cancel your stuck with them
THEY ARE NOT A CARING COMPANY like the advert tells you
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2015-04-10
- Comments
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TERRIBLE TERRIBLE TERRIBLE.
After great service for 2 years with plusnet I ordered their superfast fibre Broadband, which should have been installed on 3rd April. I was given an appointment between 1 and 6pm, this was confirmed by email. When no one showed I called (waited in the queue for 13 minutes) and was told that the system had automatically cancelled my ordered and that an engineer had never been coming out, and whats more, I had to wait 2 weeks for another appointment.
So, here we are at my second appointment, another day off work, and again, I am waiting for an engineer to arrive. This time I have had an email from Plusnet telling me that its all done and my service is up and working, but the engineer still hasn't been, I have called and they think they engineer has done the outside work but not bothered to come in to fit the rest and they will just book an appointment for him to 'pop over'. WRONG. No, you wont. No more time off work. I asked for a manger to call me back, and yes........ I am still waiting. Very sad as I have sung their praises to everyone saying what a good service. Sorry Plusnet, you have just lost a very loyal customer.
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2015-04-09
- Comments
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Comparing speed and reliability with a neighbour on bt, it is clear to see plusnet have the worst speeds around (i have talked to people with virgin etc). Our average is 1200 ish ping, 0.12 mega bits/second download and 0.015 mega bits per second upload. We pay for far more than this, and I don't think this is technically broadband so they are lying on that part. dial-up looks like a better option at the moment. The customer service takes around 40 minutes to an hour to respond and blame it on us, who have spent alot of money upgrading routers etc. In my opinion, be very very wary of what they say, I bet the speeds are UP TO 2mbs
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-04-09
- Comments
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EXTREMELY BAD CUSTOMER SERVICE. Would not provide a replacement router without payment of £55 when my current one broke and they couldn't even be bothered sending it out. Been without a new router for 7 days now. Only have internet due to a friend lending me a router. Their whole attitude is "we supply the broadband, which you have" Absolutely no after sales customer service. I WILL NEVER USE AGAIN AND ADVISE ANYONE ELSE DO NOT USE NO MATTER HOW CHEAP THEY ARE
- Location
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- Location
- Hereford
- Reviewing
- Plusnet
- Date
- 2015-04-05
- Comments
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In my experience, people feel more impelled to tell tales of woe rather than happy ones. Anyway, after going far beyond the end of my tether with the appalling BT, writing to their director of customer services by name and having it ignored, I signed up with Plusnet. The service was replaced faultlessly and on time, and my Broadband fired up at the normal speed, better than the reduced speed that BT were unable, or incapable, of remedying. Twice in the last ten months, speed dropped right down, and both times I spoke to a pleasant young man in Sheffield who restored the service. Now, I am aware that they do all this off the back of BT's infrastructure, so this could be just happenstance, but credit where credit is due, I am very happy with them. I am sure that there are thousands like me, who, if moved to do a review, would reduce the proportion of moaners to an insignificant proportion. How ever, that is not to say that they are exagerating or overstating their cases.
- Location
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- Location
- Gloucester
- Reviewing
- Plusnet
- Date
- 2015-04-04
- Comments
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Do not use this service "provider". I was mis-sold my initial contract after being told about a bogus cashback deal that never existed in order to stop me from going to Talk Talk. They refuse to let me out of my contract despite admitting to me that the sales advisor lied about the deal in order to get me to sign up. They are incompetant liars who you have to wait for 15 minutes to speak to, no matter what time of the day you try to call them. I cannot rate them low enough, and I have no idea how they won customer service awards. The novelty of listening to The Human League when you´re on hold wears off after the first 20 times you call them. The reason you call them so much being that they never bother to contact you or update you with meaningful information when they say they will. After requesting a home move, I have been left without any phone or internet service for a month, yet am still being billed for it. They cannot give me any idea when they can install my new line.
Absolutely one of the worst companies I´ve ever dealt with.
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2015-04-04
- Comments
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Plusnet is an absolute joke they can't even provide stable internet near lincoln, Unfortunately we've been with them for 5 years becasue their cheap, and boy does it show, slow speeds at non peak times, disconnects at non peak times, no internet at all recently because someone on plusnets end decided they'd like to fuck around with the IP values or some shit on their server as a going away present.
Thanks plusnet for your cheap service your long waiting times your disconnects at non peak times your unstable bandwidth and your audacity to claim that the reason you are unable to meet my expectations is because you don't have the resources of a large company.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2015-04-04
- Comments
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I have been with plus net for over a year and I was very happy with the service until I moved house!!
It has now taken almost 3 weeks to get my fibre broadband set up due to an error made by the employee who ordered my fibre not organising an engineer. I say 3 weeks but as yet I still have no internet!! I contacted customer services and complained. My complaint took several days to be acknowledge. I was contacted by plusnet who apologised for what was happening. I was told an engineer would be around sooner but infact it's actually now 3 days later than originally stated. To say I'm not happy is an understatement as I need internet for work purposes! I will certainly not be staying with plusnet in the future!!
- Location
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- Location
- Potterspury
- Reviewing
- Plusnet
- Date
- 2015-04-03
- Comments
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Been with them for 10 years now. Yes, sometimes the support is a bit slack, but to be honest, no company is perfect at this any more. Speed is mostly good (even though we are in the countryside) and I think that I've had a couple of outages in the last 8 years that we've been here. Just waiting for BT Openreach to make FTTC live in the village and I'll go to that with Plusnet too.
- Location
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- Location
- Canterbury
- Reviewing
- Plusnet
- Date
- 2015-04-02
- Comments
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If it was at all possible to give negative stars, I would give Plusnet minus 5 stars. The broadband is not only slow but redefines the word, frustrating. I am not exaggerating when I say that I cannot leave my room without the internet cutting off and needing to be reset and connected to about 10 times. Yes they're cheap but that is the only redeeming quality. Don't bother using Plusnet. You'll have a more pleasant experience repeatedly slamming your fingers in a door.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-04-01
- Comments
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Service has seriously dropped off in recent months....waiting times for any technical support are ridiculous....said 15 mins, as I type this review 30 mins so far. Last call a few days ago..Technical Support guy clearly wasn't a technical person and couldn't help. Not sure what's happening at Plusnet but they're certainly not the high quality and high value provider they used to be.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-01
- Comments
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I have signed up a 12 month contract with Plusnet and was waiting for the service. Router had not been delivered for almost 2 weeks. I could not use Internet despite paying for it. It was an option to cancel the agreement in first 14 days which was used. I was charged 30 pounds disconnection fee despite saying initially that if I change my mind I do not have to pay anything. Plus net did not put much efforts to keep me as a customer. All they were offering to pay me 0.6 pounds compensation for not having service on time. Also every single time when I was calling support line It took 15 minutes to get connected.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2015-03-31
- Comments
-
Worst customer service I have experienced with a broadband company. I move fairly often and have tried several broadband providers. Plusnet are without doubt the worst for customer service: super-long wait times (30-45mins) for their cancellation service only rubbed salt in the wound.
- Location
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- Location
- Basingstoke
- Reviewing
- Plusnet
- Date
- 2015-03-29
- Comments
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Slowest of the 3 fibre providers I've used, regular faults in service too, very hard to get hold of customer services
- Location
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- Location
- runcorn
- Reviewing
- Plusnet
- Date
- 2015-03-27
- Comments
-
many thanks to both nikky and david for dealing with an old grumpy man who is not computer savvy, long wait on phone to make contact but very helpful and understanding the problem i think has now been fixed
- 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.