3,751 Customer Reviews over 94 pages
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- Location
- LONDON
- Reviewing
- Plusnet
- Date
- 2018-11-26
- Location
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- Location
- uckfield
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
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Good Luck trying to do anything online if more than one person in the house is online already.
Don't bother trying to stream anything in the day time.
If you need to do anything, make sure you have multiple hours free for the inevitable lack of service.
You would of thought by 2016 that broadband would be up to scratch but obviously not.
It doesn't matter how good your Customer Service is if you are barely delivering a service to start with!
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2018-06-25
- Comments
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Been with Plusnet for ages and please for the love of god do NOT go with them. I honestly regret it so much. We have lag so much and when we call up about it we are greeted by "there's nothing on my end"!! Well it's happening on someone's end and it isn't ours as we only have one thing running at the time.
Speed is ****
Internet is horrible
Plusnet is just pure dog doodoo
- Location
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- Location
- orsett
- Reviewing
- Plusnet
- Date
- 2023-07-31
- Comments
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a complete waste of time been off for 2 weeks now ...and not going to reconnect me for another 2 weeks,just a bunch of clowns....DONT DEAL WITH THIS "COMPANY" THEY JUST DONT CARE
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2023-01-19
- Comments
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Driven to add my comment after seeing a high rating for customer satisfaction. My experience of their customer services has been VERY poor. When I entered into a contract renewal I lost the inbuilt security. I didn't realise as an icon remained on my computer. Was at great risk for a month. Told it would take another month to fix and that I should arrange a free trial service to cover. After the month, still no security. I got free security. I then got a computer problem and the engineer told me my security was very poor. I got some compensation discounts but would rather have had the service. I've enough email correspondence, and records of phone calls, to write a book. After about a year my complaints were pushed up a level. At last some help! I was told to BUY MY OWN security and Plusnet would credit my account with the cost. About 18 months into my 2 year Plusnet contract they advised me that they had changed their security supplier from McAfee to Norton and that this might download and work. It did. I could have done without the time spent and anxiety this cost me. An altogether unpleasant experience.
- Location
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- Location
- Eastbourne
- Reviewing
- Plusnet
- Date
- 2015-12-19
- Comments
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Very laggy, but just about usable most days. But some days it's so slow it feels like dial-up with pages taking a long time to load never mind forever buffering videos. Never got through to their customer support yet as I don't want to hold for an hour.
- Location
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- Location
- oxford
- Reviewing
- Plusnet
- Date
- 2016-06-21
- Comments
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Been a customer for several years. I moved to a new area, and Plusnet assured me that they provided broadband services to that area. Four days later customer service sent me a text saying they could not do it anymore, and went ahead and charged me £30 for cancelling the contract, saying that I moved to an area they could not service. Therefore it was my fault. Do not expect any understanding on their part. Would not recommend them.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2017-01-10
- Comments
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On joining Plusnet told me they will send me a £50 cashback cheque as advertised but it never happened. Customer services is poor. It takes long time to connect. There is no way one can send an email.
- Location
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- Location
- Angus, Scotland
- Reviewing
- Plusnet
- Date
- 2020-07-18
- Comments
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Plusnet give a good service for a reasonable price. If you don't need very fast broadband, you'll get a good deal at Plusnet
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2019-04-21
- Comments
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I have two broadband contracts with Plus net and had to pay £130+ to cancel one of them as I’d intended selling. Changed my mind about selling and wanted to re instate the service a less than a month later. Wouldn’t cancel the charge asked to speak to a supervisor/manager and was promised a call back in 2-4 hours, they never did. So that’s both accounts they’ve lost.
- Location
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- Location
- Torquay
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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I wish I had read these reviews before signing up. My Sky broadband was switched off yesterday to make way for Plusnet but I haven't received a router. I contacted Plusnet, that took 25 minutes just to get through to someone. She said she would email me details of how to connect to Wifi through my Sky router but using Plusnet broadband....I didn't get an email. Very unimpressed so far. I wish I had stayed with Sky.
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2016-11-15
- Comments
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Plusnet - Will do you proud! OR NOT!!! Do not go with this company they should not be allowed to sell broadband!!! I transferred from BT worst experience of my life. I have had no broadband since switching, they can't tell me what is wrong or when it will be fixed and it has been nearly a week! They switched my phone number after I specifically told them I wanted to keep my telephone number and you can't get to speak to someone without waiting and waiting and waiting. To top it off I commented on their Facebook page and they deleted my comments and reported me to Facebook for spamming! I want to cancel my contract but they say I can't - what a complete joke!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-03-21
- Comments
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Well where do I start, the customer service team in the complaints department feel it’s ok to treat people like rubbish the internet service is a shamble along with the customer services, I would advise any and everyone to not sign up with the Plusnet service, when Plusnet were life mobile they provided a great broadband and mobile service but now they service is slow you regret ever signing up to this service they will provide a very poor service and they will try and talk down to you speak to you like rubbish and somehow get away with it
- Location
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- Location
- hunstanton
- Reviewing
- Plusnet
- Date
- 2019-03-19
- Comments
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worst broadband ever,customer services were a joke,,,when contracted ended speed was so bad some Robert told us if we leave we will have to pay a leaving fee,,he did it in a threating manner on line chat because we asked after months of not being resolved we were going to leave.. stay well well away
- Location
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- Location
- Peterborough
- Reviewing
- Plusnet
- Date
- 2018-02-16
- Comments
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Never thought that broadband provider will male me cry. My phone Samsung edge 7 kills all internet in the household, when I'm not connected to our Wi-Fi we dont have any problem but as soon as i connect my phone it goes down... internet then only works on my phone. Its enough even if i only login to facebook or check my email.. PLUSNET can't get this resolved, there is no problem in the phone itself (when i go to my friends house they dont loose internet when im connected. And opposite, when someone comes to our house with the same phone everything is fine)...i have even called to Samsung technicians and they confirmed that problem is not with the phone. However, PLUSNET sais that if i want to cancel my contract with them now i will have to pay cancelation fee of £70 (contract is due in august). ALSO as a "good morning" today i have received sms from them saying that we will be charged for engineer who visited us recently (in November). But when i have called them 3 times yesterday NO ONE EVER MENTIONED THAT on the phone! Of course it's easier tp send message. My question is why i should pay for something i am not at fault? Where are my consumer rights? There always should be some exclusions. Its absolutely impossible to get to conclusion with them as they are not willing to cooperate and just trying to make money out of nothing. Absolutely exhausted and so upset as they literally ruined at least 2 days of my life as i have to hang with them on the phone and they are not helping at all!
- Location
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- Location
- Newark
- Reviewing
- Plusnet
- Date
- 2022-06-29
- Comments
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Usually plus net are helpful however the reliability of the service really isn’t great at all - constantly dropping out despite being on fibre!
Honestly going to hunt for a more realisable provider I think
- Location
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- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2018-02-01
- Comments
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Plusnet has the worst customer service ever and they have an ad running on TV saying they have been voted as best at customer service.....PLEASE!! Their **** internet stops just randomly during working hours and their customer support agents are best at just saying there is some problem with the router and hanging up. An absolute Abomination and waste of money.
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2017-12-15
- Comments
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I regret going with this provider. Luckily I was within my cooling off period to get out of the contract before getting stuck in it. I have never experienced such a customer service. Their staff lacked manners, were rude over 'live chat' and showed no compassion towards customers. I have not felt like I am interacting with a professional service. Staff have given attitude and have not been bothered about complaints or wanting to leave the provider. AVOID PLUSNET. I have no idea how they get a good reputation for good customer service. They are the worst, and i've been with most of the broadband providers! I am only giving 3 for the broadband quality because not sure, not had chance to experience it but would assume it is okay. But even with that, if you read their community forum on their website you will see lots of issues from existing customers.
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-06-29
- Comments
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Just switched to Plusnet from Sky, purely because of price.So far so good after reading lots of negatine reviews on various review sites.Phone line was reinstated within 2 hours of being switched off at 8.00am by Sky. The brochure supplied with the router does state that internet could be anytime upto midnight on the day of the changeover so wasn't too concerned when it wasn't working by 1.30pm. However the booklet says they will inform you by e.mail when it becomes aavailable.How do you get e.mails without the internet?,so I gave them a call which was answered reasonably quickly and effiently by their helpdesk and he said he would "keep his eye on it" and call me when it was ready.At 7.30pm I was getting a bit "tetchy" so I gave them another call.I did have to wait about 10mins to get answered and was told,very politely, that it was ready at 4.10pm but someone had not flicked the switch! A small error that could have been avoided but on the two calls I made they were both handled efficiently and very politely.If anything does go wrong I'll be on the review site and let you know
- Location
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- Location
- Middlesbrough
- Reviewing
- Plusnet
- Date
- 2016-02-04
- Comments
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This company is absolutely crap! Connection constantly dropping but apparently it's fine on their end! It's ridiculous customer service are snotty aswell and cut off the chat before your finished talking to them absolute idiots!!
- Location
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- Location
- Eastbourne
- Reviewing
- Plusnet
- Date
- 2018-11-28
- Comments
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Impossible to contact , clearly not interested unless opening a new account and paying them money , fed up being told the phone line is busy , chat line would not open so have to write a letter , no e.mail address total disgrace and now need to find another useless company
- Location
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- Location
- Bury St Edmunds
- Reviewing
- Plusnet
- Date
- 2015-07-28
- Comments
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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
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2021-12-30
- Comments
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Do NOT attempt a house move with this shower! Gave notice on 3rd Dec that we were moving on 17th Dec. We were assured 2 weeks was plenty of notice for a smooth transition, particularly as the new property was already being supplied by Plusnet. Moving day came, hooked up router in new house as instructed and all worked fine. Excellent...we thought.
Roll on 3 days to 20th Dec and all goes dead. Rang Plusnet to be told transfer had never happened and we had actually been inadvertantly accessing broadband through previous occupants account, which had now been closed. Told we would not be activated until 29th - so 12 days late.
Turned to the forum for support only to be offered a smug, patronising response that it is "Boones fault", "would happen with any provider" and is "logical" that the previous occupant would cease their account. Also that we should really be grateful our order hadn't been cancelled as this is typically what happens when an account is closed. All well and good, except our service should have started on 17th as agreed so what the previous occupant then does on 20th has zero bearing on us.
Activation day arrives (29th) and nothing happens (surprise, I know). Ring customer services again to speak to a rather confused young lady who repeatedly advised us "not to ring back" as broadband would be automatically activated some time before midnight and they would contact us (don't call them).
Today (30th) no promised broadband and orange light on router. Provisioning team say order is complete from their end. Technical team are only able to read what it says on their screen - "connection failed, book engineer visit". Not able to give us any indication why an engineer is needed given the property was clearly being supplied by Plusnet before we moved in. So we await the engineer visit, some time between 8am and 1pm tomorrow (Possibly. If Plusnet have actually communicated this to the engineer, the engineer can be bothered and doesn't forget).
We have so far been offered a woefully inadequate "goodwill gesture" of a month's free broadband. Given we haven't actually had any broadband for the 2 weeks since moving in, that is basically offering us 2 weeks of broadband (assuming we are even up and running in the next two weeks). If Plusnet belonged to the automatic compensation scheme, which it chooses not to be as they are avaricious rather than customer-focused, we'd be eligible for £8 per day they have failed to supply (currently 13 days and counting).
So we've had a Christmas with no internet, TV or streaming services (subscriptions we are now out of pocket for). No video calls with family during a pandemic. Two mobile phones which we have had to fund with extra mobile data. And the prospect of working from home looming again as of next week, with no broadband. No other utilities are cut off during a house move. Why is broadband? Why can noone explain what an engineer is actually required to do?
It's an absolute farce and not over yet. And the very worst part is the lack of customer care. These people are utterly incompetent and don't give two hoots about it.
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2020-11-20
- Comments
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I have been a Plusnet customer for many years. I was quite happy, until September 2020, when I was invited to upgrade for less money for an 18 month contract. I have had continuous drop-outs and very low speeds for much of the last 2 months (Sep - Nov 2020). Very disappointing - I canNOT recommend Plusnet anymore.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2017-03-07
- Comments
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Cant wait for my 1 year contract to end in June. Nothing but issues, which they try to pass back to me, and long waits on the phone to speak to customer services. Inclusive calls that aren't and continual drop out of internet service.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-02-07
- Location
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- Location
- Tredegar
- Reviewing
- Plusnet
- Date
- 2014-05-21
- Comments
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I just switched from sky to EE, however EE messed up and had only placed the order at one end or something and they the lied to me about compensation so I canceled and went to Plusnet (by now i was already 1 week without broadband as sky had switched my broadband of expecting EE to take it over) plusnet said they couldn't take it over as an order was still in place with EE, despite me ringing EE 3 times to confirm it had been cancelled (so this took another week) then plusnet informed me it takes a week to set it up and gave me a go live date. i then got another go live date later than originally told for no reason whatsoever, but even that date came and went with still no broadband, plusnet then told me the order was cancelled as EE had switched of my phoneline, (despite them telling me they wouldn't until it was switched) so a month later I still have no broadband and have been told it will be at least another week though haven't been given a date yet.
- Location
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- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2013-11-13
- Comments
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Like some of the above comments, we have been with Plusnet for years. Recently the customer service and the costs/charges have been despicable: Bar one operater that we spoke to all others have been unprofessional sarchastic and far from offering the "reliable service" that they promote. They charged us for their mistakes which appears to be standard practice these days. WARNING:- DO NOT USE PLUSNET.
I would not recommend them to anyone and will certainly never use them again myself.
- Location
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- Location
- Wigton
- Reviewing
- Plusnet
- Date
- 2019-12-20
- Comments
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Like all the others will only guarantee 1Mbps when we know that 7Mbps is achievable. Owned by BT who control the network so no competition.
We are in a rural situation so nobody cares.
- Location
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- Location
- Wigton
- Reviewing
- Plusnet
- Date
- 2019-12-06
- Comments
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It takes ages to get to speak to customer services. I complain about the broadband speed. They change the snr margin, the speed improves. Then over the next few weeks and months they gradually throttle it back down until I complain again.
- Location
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- Location
- Medway, Kent
- Reviewing
- Plusnet
- Date
- 2017-12-30
- Comments
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I see a lot of people with bad experiences of PlusNet, I can only praise them. On the ocassionsnthat I have called them they have been friendly and helpful. I agree that the wait time can be a problem, but for me it has been at a time when there has been a major outage in the area. I work in the IT industry and we have to support clients with a number of providers and PlusNet consistently come out the best overall.
I would politely point out that anyone who needs (the full)40Mb shouldn't be relying on a fttc service, it is not meant to be business grade. Sometimes people are quick to complain when the service dips for a while. Remember that the support person at the other end of the phone has been trained to help, but they are not angels and if you lay into them after they have said hello, you are going to get a slightly "degrade service" from them.
Work with them (they didn't directly cause the problem themselves) and they should be helpful. If not, ask for a supervisor.
Anyhow, Plusnet, for the money that you charge, I think that you are OK. I have a BT Business line here as well, and I have much more problem dealing with them.
A final point; I know that we live in a world where expectation often exceeds what is offered, but don't forget every once in a while to be amazed that this technology works in the first place. You are dragging amazing amounts of data across copper and glass.
- Location
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- Location
- Bury St Edmunds
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
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Absolutely astonished by how bad the customer service is. They took payment twice, argued about it, helped themselves to another £200 with no prior notice, and tried to charge £50 to cancel the contract despite being only 2 days in. Now, 6 weeks later, still waiting for a refund of the initial payment because a 'note was not put on the account' that a refund should be actioned. Now, after a total of 3 hrs on the phone, I am to await a cheque (!?!?!) which should be here within 3 weeks! Amazing.
- Location
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- Location
- Wigton
- Reviewing
- Plusnet
- Date
- 2019-11-13
- Comments
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Openreach engineers have tested my line and showed that I could get up to 7mbps. But I am now only getting 2mbps and I keep having to reset my plusnet hub when I lose internet connection completely. Apparently some part of the network system automatically turns down my speed because of the signal to noise ratio (snr). Everytime I phone plusnet I seem to be on hold for 15 minutes plus before I speak to anyone. The getout is that they only guarantee 1mbps.
- Location
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- Location
- Northern Ireland
- Reviewing
- Plusnet
- Date
- 2018-12-04
- Comments
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I've been with Plusnet for years - occasionally something goes wrong - my router died recently and it just took a phone call to get that resolved. Now I'm moving house and I spoke to the house move team who has made this really painless. I can honestly say Plusnet's customer support is always outstanding and so many other companies could learn a lot from them. Thanks :)
- Location
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- Location
- Guildford Surrey
- Reviewing
- Plusnet
- Date
- 2017-12-15
- Comments
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I am a new customer and have to say although we didn't get of to a good start with my connection. Customer support did a great job in getting me back on line. Thank you
- Location
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- Location
- Wilberfoss, YORK
- Reviewing
- Plusnet
- Date
- 2019-10-02
- Comments
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Service is very poor. Lower than guaranteed speeds day after day. My landline no longer works. CS never return calls or emails. My case is currently with the Ombudsman....Do elsewhere for good Broadband
- 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
- Norfolk
- Reviewing
- Plusnet
- Date
- 2011-06-19
- Comments
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Had plusnet 3 yrs no problems great service . speeds average will be better when BT get their act together and put in better phone lines etc .
- Location
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- Location
- Neston
- Reviewing
- Plusnet
- Date
- 2017-06-14
- Comments
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Signed up with Plusnet for 12 months. It has been a nightmare . Speed poor . Internet keeps going off at will.
Totally unreliable service . On the phone for hours to Customer Service . Definitely not fit for purpose I will cancel contract as soon as 12 month contract date nears.
Bitterly disappointed.
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2015-08-18
- Comments
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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
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.