3,751 Customer Reviews over 94 pages
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- Location
- West Cornwall
- Reviewing
- Plusnet
- Date
- 2021-01-11
- Comments
-
No active broadband since early December.
Service on and off.
Appalling customer service.
Manager call back never happens.
Waste of BT engineer’s work time.
Cannot wait to leave this useless company
AVOID
- Location
-
- Location
- West Dunbartonshire
- Reviewing
- Plusnet
- Date
- 2020-10-29
- Comments
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Plusnet don't want their customers to get the Rewards promised by them, then you are locked in to a contract which you have to pay in full to get out of. The only good thing about this company is the advert. Do not join as the price is not worth the pain of dealith with this dishonest company, poor service, poor speeds and they avoid paying the rewards they promise by not sending you the email. I am disgusted by Plusnet.
- Location
-
- Location
- West kilbride
- Reviewing
- Plusnet
- Date
- 2016-12-27
- Comments
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Awful broadband connection which constantly drops. Customer service is an oxymoron. The introductory welcome begins with " R you aright, mate? " delivered in a low decibel monotone interspersed with long silences. I'll be switching at end of contract period. There is a real problem at the heart of this business.
- Location
-
- Location
- West London
- Reviewing
- Plusnet
- Date
- 2016-03-29
- Comments
-
Called to discuss contact and decided to give Plusnet a try, after all, it couldn't be worse than Virgin Media. How wrong I was! Setting up the contract was fine and I paid the line rental and call package in advance. I agreed to take an Anytime International Calling Package which, for £7.50 per month gives me 300 minutes of calls to Sweden and Canada where I have friends who I speak to regularly. First mistake was when they transposed to numbers of the number I wanted to port to my new account. I called and was assured this would be no problem and this would be put right. Called back some days later ... nothing had been done. Customer Service assistant cancelled the contract and said the new number would be working in a few days. Called back some days later to find out when and was spun a cock-and-bull story about having to wait two days after cancellation and then ANOTHER two days to set up another. This was the point I asked to be transferred to a manager as Customer Services were clearly telling lies. The supervisor called back and agreed to give me the International Call Package for 12 months at no charge to apologise for their inefficiency and lies. I agreed to this but warned that I would watch them in the future to make sure they took no payments from my account as all charges had either been paid in advance or given free. Guess what? This weekend I was sent a bill for £18.22. Customer services tell me that the International Calls can only last 30 mins and the one call I made went over that and they were charging me 0.73p for that. The rest was made up of charges either already paid or given as an apology. A 25 minute call today told me that they would go ahead and take the payment from my account ... And refund it 5 days later. I'm a pensioner and while £17.49 is nothing to Plusnet, it is a lot to those f us with just a state pension to live on. I asked for a call back within an hour and was advised that this wan impossible and that it would be between 2 to 5 hours. It's now 7 hours and guess what? Exactly! No one can be bothered to provide good customer service but are happy to lie to and steal from their customers.
- Location
-
- Location
- West London
- Reviewing
- Plusnet
- Date
- 2017-10-20
- Comments
-
The worst broadband provider I even had!
Keep away from this provider and don't believe their slick TV adverts.
Their internet connection is dreadful ! There is no connection during the morning and then connection is sporadic. When I complained they blamed my computer !
Also be aware of the fact that it is practically impossible to leave them within the 14 days as you are entitled by law.And here how Plusnet tie you to a contract:
They claim that the 14 days period starts from the moment you sign the contract and not from the moment you receive your service. They take over a week to connect you and them when you discover how bad their service is and ask to terminate the service while still within the 14 days period they say that you need to wait for another 10 days until the system is 'stable'. Having waiting for these extra 10 days and the connection is as bad as before and you wish to leave them they say ' sorry but you have missed your 14 days deadline'
I would strongly suggest that before you sign with them make sure that you are aware of this trick and better still keep away from this provider
- Location
-
- Location
- west lothian
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Comments
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Move from BT due to cost - thinking broadband is broadband how can there be any difference. WRONG.
The broadband began to have big drop outs almost immediately on switching. Told at the time this would disappear with time as the line "optimises" Again WRONG.
Line got worse, with periods of hours on end of no broadband - day or evening. I can't remember one streamed film that we watched right through with no failure on the line. Entertainment is only an irritant but If you work from home as I regularly do this is a nightmare.
Now - as to the well advertised customer service. Got in contact to get the problem fixed. Logged into the system and gave them 3 times when I would be at home for an engineer to have access. This will be sorted soon. WRONG.
No one appeared and no contact to confirm. I went through customer service calls and online chat (from work). Ah yes we can see you are having a lot of problems on that line. We will open a case file and get someone out - give us 3 dates/times ect.. Again. Nothing. Went into my account and the case was closed with no action taken again. Contacted them again - furious. Asked to go through the same pantomime process of providing three available dates.
In essence. They have very poor service to match their very poor product.
Was looking at options and attracted to the John Lewis deals then discovered that their services are provided by Plusnet.
BT no longer seem overpriced. With plusnet I am paying for a service I don't receive - now that is poor value for money.
- Location
-
- Location
- West Lothian
- Reviewing
- Plusnet
- Date
- 2017-05-25
- Comments
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I had a contract with LIFE Mobile. Called and cancelled it. Yet Plusnet took over the Life a little bit later and simply kept my contract alive.
Had a simple sim 30 days rolling contract. No phone.
1. Sim card was deactivated
2. Cancellation was confirmed by phone (I was recording the conversation as they simple couldn't understand the difference between Account and contract).
3. After take over, Plusnet created new account with them without my autorisation (they took over ~2 months after my 30 days cancellation notice ended)
4. They kept increasing the "bill" yet no one was providing the service and I had gave my cancellation like 6 months before
5. Of course keep sending letters.
Case will end up in court due to damaged credit score, illegal "account" creation, refusing the right to cancel according to their contract and the LAW.
BE CAREFUL !!! THEY ARE NOT WORTH OF ANY TRY !!!!
- Location
-
- Location
- West Malling
- Reviewing
- Plusnet
- Date
- 2021-04-21
- Comments
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Broadband move with Plusnet - an unmitigated disaster. Notified months in advance and only delivered almost a month after being in the new property.
Numerous telephone calls and emails ignored or left open - at a time when we all work from home.
Appalling - especially at a time when the UK has third world broadband speeds too. Avoid!
- Location
-
- Location
- West midlands
- Reviewing
- Plusnet
- Date
- 2019-01-20
- Comments
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Absolutely shambolic company.
Signed up online. Heard nothing. Called up. They said a problem with identifying the correct line. They said it was sorted.
2 weeks before I was due to go live I called up about the router. I still hadn't received it. Thry said I would receive it a few days before going live but there was a problem with the line. Apparently now sorted and I would still go live on the same day.
A week before going live I called about the router again. They said there was a problem with the line. Again. Apparently sorted. Router was dispatched.
3 days before going live. No router. Called again. Problem with the line. My current supplier had cancelled my contract. Plusnet cant take over. I have internet. N router. No phone line.
Absolutely shambolic
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-02-11
- Comments
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I don't understand why PlusNet are touted as a reputable company with excellent customer service.
They are crooks and some of their business practices are questionable to say the least.
A few examples to prove my point;
1. If your router breaks after the 12 month warranty period (information you will only find out if you experience this problem as it is nowhere advertised) you will told that if you want to have the internet that you are paying for you will have to pay an inordinate amount for a replacement modem.
2. If you relocate homes and require your internet to move with you, again you will be asked to pay an inordinate amount.
3. When you are asked to pay for anything, their "customer service team" will ALWAYS offer you to extend the contract instead. Never do this, once the contract is extended you are locked in and will need to pay to get out of it if (for example) your internet suddenly stops working as it should.
4. The speed of their internet is awful and they make no effort to fix any issues.
5. The customer service team simply do not do what they promise, returned calls are not made, responses to emails and messages are left wanting and there is no effort or interest.
I hope this gives some of you a clearer picture of PlusNet. I understood when I signed up that the company was a reputable and fair one with excellent customer service. Unfortunately the reality is quite different.
I will be going back to Virgin as soon as I am able, even if I have to pay for the privilege of leaving.
I would highly recommend that you steer clear of this ISP.
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-12-04
- Comments
-
Really poor customer service. Long wait times every time you call. Signed up to 18 month contract and then 4 months in they increase the price. When I phoned to ask why they were billing me more I got told I'd been notified (which I hadn't) and that more than 30 days had passed since the alleged notification and therefore I am still tied in to the remainder of the contract. Won't use these cowboys again!
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2015-08-06
- Comments
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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
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2019-10-01
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2017-12-28
- Comments
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Recently changed back to Plusnet from Talktalk. Everything now works fine for me and the current deal is cheaper than the old one. So all in all happy I made the change.
- Location
-
- Location
- west midlands
- Reviewing
- Plusnet
- Date
- 2019-06-04
- Comments
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customer services useless, we will call back in 1 hour no call back!!!!
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2019-10-27
- Comments
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Worst broadband I have ever had. Could not get online in my bedroom, router would periodically just keep kicking me off and very slow. Icing on the cake was when I gave 30 days notice and they disconnected my home phone and broadband immediately. Problems with mobile service as well. Complaint Manager on broadband side very helpful, apologetic and professional - I could not fault her. Complaint Manager on mobile side not very helpful and not all apologetic.
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
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For the past three days I've had an orange light flashing and the connection speed has been APPALING. I tried calling them but cut off after an hour and a half. It is shocking the way they treat customers and provide them with rubbish service! I'm suppose to get a speed of 80mb and it's not even near 35! AVOID AVOID AVOID
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2019-05-26
- Comments
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Avoid at all cost. Read there terms & conditions ie section 4.. they do not guarantee there equipment to work and do not guarantee a WiFi signal.
This is what has been quoted to me from there horrible customer service, they only guarantee the line to the router but not the output.
Have had months of no service due to drop outs, WiFi cuts out to less than old dial up, and I’m on fibre 70mbs received 16mbs up & 18 mbs down on a good day.
Now face cancelling them and there criminal threats to charge over £200 pounds to cancel contract.
Plain to see this is a scam company who make money for providing nothing.
- Location
-
- Location
- West midlands
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Location
-
- Location
- West midlands
- Reviewing
- Plusnet
- Date
- 2018-05-29
- Comments
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AVOID!!!
Taken my money and 4 weeks later no communication, and still no fibre. Contacted them - orders not even been placed. Cancelled will go elsewhere. Had my money for 4 weeks and actioned nothing!!!
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-09-10
- Comments
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My experience has been: Poor wifi signal; unreliable (stops working, just when you don't want it to, for no reason); inconsistent customer service.
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2021-09-09
- Comments
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If only I could give them a 0 review. We are a pharmacy and we should have had Plusnet move our line over on the 27th Aug, but to date 9th Sept still no phone line or broadband. The move was supposed to be from old provider to them and supposedly a simple switch. To date they have not sent out an engineer after promising us on 3 occasions and all they seem to do is continue to make false promises. We have had one of our housebound patients go into hospital as he was not able to get through to us in order to have his medication delivered. Absolutely diabolical company, worst provided I have ever dealt with. You can even talk to the managers all they say is they will only tell you the same as what we tell you !!
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2017-11-08
- Comments
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Might be cheaper than other providers but they are rubbish at listening and dealing with connection issues. I had constant speeds of over 70Mbps before, this slowly went down to 67Mbps and now hovering around the 64Mbps, which is ok but quite a drop
- Location
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2017-08-22
- Comments
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Their systems do not cope with problems and they do not appear to have any relationship worth a jot with Openreach. Joined weeks ago and still do not have a working landline or broadband.
- Location
-
- 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
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-03-03
- Comments
-
Just came from sky. My download speeds dropped by 80% , and in still on the phone now, for 20 mins while typing this review. Disgusted. Literally 20 minutes on hold,
My speed is 0.59mb sec at 7pm. On sky it's over 10 , same phone line,
Just don't use them,
- Location
-
- 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
-
- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
-
We went back to Plusnet after our contact finished with another provider, wish we hadn’t have bothered, speeds and reliability are absolutely useless, drops out constantly, takes ages to load, it’s useless. You ring CS all they tell you to do is switch your router off blah blah, not a permanent fix. It’s that bad i spend most my time using my mobile data, i’ve even increased my data so i get consistent broadband. Oh I live in a town and not the sticks so no excuse, I cannot wait to get rid of them.. take my advice don’t bother.
- Location
-
- Location
- West Mids
- Reviewing
- Plusnet
- Date
- 2015-11-05
- Comments
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The worst service I have ever received.
The biggest farce of trying to move home i have ever had.
Countless lies, no communication.
I am leaving for a real internet provider
- Location
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- Location
- west scotland
- Reviewing
- Plusnet
- Date
- 2017-02-27
- Comments
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We'll do you proud: not any more !
I've waited for over an hour today for an answer to my enquiry about the increase in my monthly bill.
telephone impossible; call waiting times in excess of 30 minutes.
Chat online: waited 50 minutes initially;lost the connection;tried again.
Eventually got through,then spent 35 minutes trying to understand the agent's answers.
The screen doesn't respond properly and it is all very frustrating.
No longer possible to raise a question,and no one answers the phone.
I've been a customer since 2007,and this is the worst I've known.
What is happening at Plusnet?
Why has the service deteriorated so much?
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2022-05-15
- Comments
-
Do not choose Plusnet. Their customer service is terrible. They do not deal with issues and you risk being without connection for a considerable amount of time if you have any issues as they are not interested in resolving problems and do not communicate with you.
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2017-07-07
- Comments
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Ok, start with what was good, an 18 month contract which until 15 months in had been pretty good, occasional drop out but for a few minutes at a time. Then it went wrong, I'm a technical sort of fella so could work it out was the router from the start and I told Plusnet that was the issue, fair enough they still have to go through the motions so four days after reporting the fault an Openreach engineer came out confirmed it was the router. I called Plusnet who wanted a £100 to replace the router unless I extended the contract term and then I could get it at a reduced rate. 2 months left on the contract and they could not see beyond the £100, if they had have replaced it I would have stayed with them but they didn't care. I never received an apology for the fault or any attempt from Plusnet to contact me to retain my business, when it worked it was fine but when it broke they couldn't give a monkeys, I'll never use them again and would never recommend them.
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2022-06-14
- Comments
-
Can’t stand it I signed up to broadband and mobile Both a let down internet keeps cutting out and continually needs turning off and on to work again and as for phone 3G and even that cuts out will be switching both as soon as possible warning to others please use someone else
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2022-10-18
- Comments
-
Out of the blue Plusnet switched off our answering service on our landline. My calling features package says it is on but it isn't. Plusnet have not responded to numerous requests to switch it back on, they just ignore us! We have had to get an ansaphone as we are signed up for another 16 months. Will think twice before renewing with them again.
- Location
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- Location
- West sussex
- Reviewing
- Plusnet
- Date
- 2016-11-02
- Comments
-
Plusnet is talk talk in my eyes they tell you it's your router your microwave any thing they will tell you to make you stay with them but don't be fooled they are crap with unstable fibre connections prices are only just cheaper then BT but the standerds and much less then BT done make the mistake I did and go with them and the 14 day cool off is before the Internet even comes on don't risk it it's not worth it go to sky or BT but not plusnet
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2016-08-20
- Comments
-
I have had a lot of different ISPs over the years and I'm afraid to say that Plusnet has got to be the worst by far. Connected 3 days late, not a good start! and the amount of downtime is ridiculous, the router they send out is a piece of rubbish, always switching itself off! I have now gone over to EE before the end of the contract as EE will pay £50 towards any cancellation fees that Plusnet charge ( I have already had a letter to confirm I will be charged £21.50 for early cancellation) so in effect I will be £28.50 better off. As most of the other posters on this have said, they do reduce speeds, have rubbish customer service and are totally unreliable. I can only think BT who now own Plusnet is trying to kill it off, one less competitor to BTs overpriced Broadband so called "Deals".
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2017-04-15
- Comments
-
Although our broadband speed could be higher we still like the reliability and customer service of Plusnet.
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2017-10-10
- Comments
-
I am furious at the service I have received from Plusnet. I changed to them as a result of some very positive reviews and they were very professional in setting us up. However, we were moving house and had a gap between selling and buying. Dates had to be amended and I was promised that there would be no problems. Nothing could be further from the truth. They managed to totally mess up, leaving our vendors with nothing and us having to pay for a service we couldn't use as we had not yet moved into the property. Their response has been woefully inadequate; I can't have a name of someone in charge to complain to, I have wasted a huge amount of time and money trying to contact them and they tell me that there is nothing they can do to rectify the situation.
I would dearly love to terminate the contract but the penalties are astronomical.
You can tell the quality of a company by their response when there is a problem and I would not recommend them to anyone.
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2021-05-27
- Comments
-
We moved my mothers phone line to Plus Net. My mothers care line is essential and operates through the phone line. In over a week the phone has not worked since the day of the change over. The call centre are no help at all and we now have to employ a carer to visit as my mother in is danger without a phone line. Plus Net have done nothing beyond saying sorry x 100 times, this does not help. I would not suggest moving to this terrible service provider.
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
-
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
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.