3,751 Customer Reviews over 94 pages
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- Location
- Northampton
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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Oh how far this company has fallen. After 3 years of loyal service i have cancelled my contract with them thanks to 22 day fault lead times and 10 day customer complaint lead times. Communictaion from them is poor and in some cases rude, download and upload speed are never what is advertised and they will drop the cost for new customers without changing your price so you end up paying more.
Would steer well clear!
- Location
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- Location
- yorkshire
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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I used to get a regular 7 meg plus speed. I now get 5.3 at best. They claim nothing is wrong and blame an extension lead that I DO NOT HAVE. Likely to change ISP very soon.
- Location
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- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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I didnt think l could hate a British company this much. Problems with them from sign up, to installation up to CASBACK offer to call waiting to speak to Customer Services 15/45 mins OMG they are in communications. After waiting they refused to let me speak to a superviser and said they would email me my outcome. Worse than useless.
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2015-02-16
- Comments
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I followed their instructions and sent a scanned copy of my mother's death certificate along with my contact details and offered to settle the balance on the account.
They ignored my contact details and sent a demand for payment by post to her empty house! When I found it I rang the number they gave and was given a twenty minute wait on the phone before some poor bloke received my customer feedback and took my payment.
He explained that they had received my email but some automated system had spotted that payment was late and forwarded the issue to a debt recovery agency. What kind of people choose to ignore my offer to pay and invoke debt recovery instead?
I found the whole experience thoughtless and insensitive.
- Location
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- Location
- Nr Alton Towers
- Reviewing
- Plusnet
- Date
- 2015-02-13
- Comments
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I had been with BT for several years with no real serious issues but contact with them when I did have a problem involved frustrating calls to India. Operatives reading from a menu list who were not the slightest bit interested in the fact that I had already tried all of the remedies they read out (I've been in IT for 30 years)before ringing them. That aside they (BT) had begun to charge like rhino's over the past few years and I was paying over £50 pm regularly. So it was with much trepidation that I settled on PlusNet. UK call centre and £15 pm cheaper even when the introductory offer had finished. I had read the reviews on here but I am old enough and wise enough to know that reviews are skewed to the negative. Most people who are happy with their service do not bother to leave positive reviews whereas someone who has had a negative experience will almost certainly have a moan. Anyway, my experience was first class. My fibre plus broadband was transferred seamlessly on the promised date with texts and emails keeping me informed at all stages. My phone changed a little later and again seamlessly. Broadband speed was a little up and down for a week or so until the necessary calibrations had completed but again I was informed this would happen and again I was informed when it had settled to its expected speed. I thought I should do what most people seem not to do and leave details of a positive experience to even out the balance even if only a little. I have put four stars for customer service and for reliability only because its too soon to give an objective score so soon. As far as I am concerned though PlusNet dealt with my transfer faultlessly and for that I thank them and congratulate them heartily. Well done.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-02-13
- Comments
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Awful, useless company. Took SEVEN months to connect and then Plusnet still didn't connect on the date they finally agreed to. Within weeks prices went up and the poor wifi signal has resulted in many complaint calls to the company. Staff obviously trained to be sympathetic to appease the situation but I found this incredibly annoying and patronising especially as they still didn’t even try to rectify the problems! One call advisor even told me how I should sort out the wifi myself as Plusnet only provide a basic router. Will be leaving as soon as possible.
- Location
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- Location
- Strathclyde
- Reviewing
- Plusnet
- Date
- 2015-02-12
- Comments
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I have only been with plusnet for over a week, so early days. Everything went smoothly from start to finish. Polite helpful staff, engineer polite and helpful and arrived on day stated. Broadband speed fine.
- Location
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- Location
- Hackbridge
- Reviewing
- Plusnet
- Date
- 2015-02-11
- Comments
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They are just useless!
It took them 6 weeks and 8 attempts to come and install my phone line, on most visits engineer was only coming to say I am the wrong engineer! and then again I had to wait for another booking in more than a week time if lucky to hear the same thing again and again and again!
Some of the engineers were just clueless and I had to tell them what they need to do, and of course they didn't know how!
Customer service on the phone was a mixed experience, some were nice, polite and apologetic, while most others with sloppy-shoulders and often rude!
I finally decided enough is enough and cancelled! and guess what, in less than a week I was all up and running using another provider (that very big one as a clue!)
Just don't waste your time with Plusnet! It dose not worth it and considering the time and energy you waste, (even if you are on minimum wage) you would still loose big time!
- Location
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- Location
- WILTS
- Reviewing
- Plusnet
- Date
- 2015-02-11
- Comments
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After being an uneventful 5yr + Plusnet ADSL customer I decided to stick with them for fibre upgrade.
In short it seems an 'automated order system failure' meant nothing happened to trigger my order despite me getting emails telling me when I needed to stay at home for the engineer to arrive.
A long wait for telephone customer service and they COULD NOT CARE (I felt like non of my previous years of custom mattered) and they did not even offer any sort of fix than I was to ring up plusnet sales.
I decided to move away.
In moving away I found much better offers as a new customer.
They have grown too big now and become chaotic.
- Location
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- Location
- Notts
- Reviewing
- Plusnet
- Date
- 2015-02-11
- Comments
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I switched from bt to plus net and from day 1 my problems started. After fitting the plusnet router I only had a wireless signal in the room it was fitted in, whereas with bt it had been throughout the house. Complaints to plusnet were treated with disdain keeping running through the installation procedure as if I was a moron, but I persevered until all they would offer was a new router which I duly installed, which made absolutely no difference. I then gave up with them and tried to solve the problem myself with boosters etc to no effect. Then when my contract expired with plusnet I immediately switched to bt, got their new router in, hey presto I had a signal throughout the house again!
I thought that was the end of my problems and I just moved on but then as if to add insult to injury, plusnet kept on billing me even though I had transferred to bt, and it wasn't until I cancelled the direct debit that the issue was crystallised. But even now 3 months after switching, they are chasing me for a payment not made because I had cancelled the direct debit. I suppose they are all as bad as each other but the hassle, cost and appalling equipment provided by plusnet must make them the worst of the all. Do not use plusnet is my only comment, life's too short!
- Location
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- Location
- Chorley
- Reviewing
- Plusnet
- Date
- 2015-02-10
- Comments
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Awful, awful, awful!! I joined because of the £70 cash back incentive. Service was delayed by weeks because of technical problems and they had to send engineers out 3 times. Voicemail messages from Plusnet said no access to property needed and then on the day of visit from the engineer, he left a voicemail message saying he needed access!!! Recieved an email from Plusnet during this time saying they were pleased to report that the system had been live for 14 days and download speeds achieved were greater than initially anticipated!! Eventually went live but service intermittent and download speed poor. Still waiting for my cashback 5 weeks after promised!!! Avoid them like the plague!!!!
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2015-02-09
- Comments
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The most appalling, rude and wholly unsatisfactory service. Lots of hidden charges as well.
Terrible, would never use them again
- Location
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- Location
- Leamington spa
- Reviewing
- Plusnet
- Date
- 2015-02-07
- Location
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- Location
- Berkshire
- Reviewing
- Plusnet
- Date
- 2015-02-06
- Comments
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We recently moved and signed up for Plus Net on the 12th of January. Every Friday since that date they have claimed our internet would be ready to go, this was clearly a lie to keep us hanging around. They won't talk to me claiming they can only speak with my partner, he has tried to make me an authorised caller, but this process takes weeks, Now they are saying we will have internet by the 13th of February, but I'm assuming this is a lie as well. I wouldn't sign on with this company of incompetent liars!
- Location
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- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2015-02-05
- Comments
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i Signed up for Fiber beginning of august 2014, was advised it would take up to 4 weeks to complete the installation.
5 months on and countless lies, miss-information, line faults and even blackmail from plus-net support, the fiber broadband was finally installed.
i was also told i would relieve 3 months of the package FREE and that they could do me a better deal on the package i previously signed up for in august.
this information was also lies.
i am now having to pay the 1st 3 month despite being told it was free, and my overall bill has been reduced by about £1 a month (£15 over 9 month period) and then for the remaining 9 months it goes back up to full price!!
in short i have received little to no compensation for the hassle and stress caused by the miss-information, lies and blackmail this company seems to revel in.
i would not be with Plus-Net had i not been blackmailed into staying by their cancellation dept.
i would not recommend this company to anyone.
Sign up at your own risk!!
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2015-02-03
- Comments
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Appalling support.
Opened a slow connection ticket in Dec 14, its now Feb 15 and nothing has been fixed, they blame BT who say there is an issue but they can't find it and that' all they can do!
Ticket goes unanswered for weeks at a time despite being chased by myself.
Avoid Plusnet.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-02-03
- Comments
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I was promised an automatic (sent by cheque within 60days) £50 cashback when signing up, when my confirmation email didnt mention the cachback I rang up to check it add been applied, she confirmed it had been and yes it was automatic, 5 months later and many, many emails and still no £50, first they said there was no offer, then there was but I wasnt entitled, then I was entitled but did not claim it in time... useless. Broadband speed seems to be ok most of the time but online tv frequently freezes, connection drops and signal barely reaches the next room.
- Location
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- Location
- Tamworth
- Reviewing
- Plusnet
- Date
- 2015-01-31
- Comments
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do not go with this company wish i had read the reviews before i took out a 12month contract broadband speeds vert very slow keeps dropping out 40min wait today to speak to customer service. will not be renewing my contract with them after 12 months.
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2015-01-31
- Comments
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Into my second month now with PN.
What a difference to the slow offering I had previously from Sky.
Change over went exactly as I was advised, router landed when they said it would, Openreach chaps came and did their bit when I was told they would (they were actually an hour early!).
I was overcharged on my first bill by £5, but a couple of emails later, that was credited back to me.
Getting Fibre free for 6 months is a great bonus, and at a cost of £5 or more less than Sky, I can't fault PN (And their fibre speed is twice what Sky could deliver)
Well done Plus net.
- Location
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- Location
- Burley in wharfedale
- Reviewing
- Plusnet
- Date
- 2015-01-31
- Location
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- Location
- darlington
- Reviewing
- Plusnet
- Date
- 2015-01-29
- Comments
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the worst experience of my internet history, i have used virgin/sky etc which all have been perfect, switched to plusnet and it is a living nightmare, i am being cut off daily 2 or 3 times, when i rang up the 8th time they had me taking my phone socket to pieces to try to fix the problem myself haha what a joke im no engineer, there customer service is non existent, they had the cheek to offer me a £2 discount for all my troubles even after admitting there is a fault (insult) is the word for that... the sooner my contract is up the better, put simnply plusnet are horrendous, im giving 1 star all round as there is no option to give a 0 star rating, 1 star is still generous, to any potential customers please avoid and go somewhere else as you will regret it otherwise !!!
- Location
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- Location
- South Suffolk
- Reviewing
- Plusnet
- Date
- 2015-01-29
- Comments
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Surprised speed is so poor and always an excuses. Worse than it was with B.T. wired connection! I believe i have been miss sold fibre as the cable to my house comes over fields, was assured by B.T. and Plusnet it was fibre and the wiring across the fields would not be a problem as would be fibre optic either side! Silly me I'm thinking as I think of the story of the Kings new cloths. Was warned of priority usage, by Plusnet, slow me down to speed up someone else - yep I'm sure it happens!
Save spending out money to leave Plusnet don't go there! Being a pensioner on a low income I can't afford to leave at this time. Rely on broadband as live in rural countryside and seldom see anyone, it's contact with friends and family for me! Need shopping on line esp. groceries, it's so disheartening when you try and amend a shopping order and broadband is so slow in the evening when others are doing the same - points to priority use or my being far away from exchange which I was told was no problem with fibre optic connection!
Not a happy bunny wish I had stayed with BT sooner the devil you know!
- Location
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- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2015-01-28
- Comments
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After i changed provider Plus net where still billing me 3 months later Then i got another bill for £42.55 for cancellation charges after they said there wouldnt be any.Customer service is really bad and it takes at least 15 mins to get through. On a positve note broadband is pretty good but i would not recommend.
- Location
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- Location
- Redditch
- Reviewing
- Plusnet
- Date
- 2015-01-28
- Comments
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I chose to go with Plusnet in Sept 2014 after three solid years with Virgin Media purely to reduce costs. We had everything installed at our house in Birmingham as per the dates and things were going pretty well. We moved home on December 17th and arranged for our broadband to be moved to our new address. We were told it would all be sorted on the 24th December, so Christmas eve, Christmas came and went, as did New Year - still nothing. We finally got online on 7th January. About a week after this the broadband went off, this was because we changed our direct debit details and apparently this hadn't gone through in time when the bill was requested. We subsequently paid this over the website and we were back up and running. Suddenly out of nowhere our broadband went off again on 22nd January. We tried to call Plusnet on their 0800 number but our phone line wasn't working so we had to use our mobiles. We were on hold for over half an hour before we ended the call still without an answer. We decided to try to contact them through the website, where we finally started getting some responses. We were told that they can look into the problem but we may be charged £50 if it is a fault on the internal wiring, which I was shocked with as we haven't touched anything in our house and we only use the wifi for logging onto the internet. I told them we won't be paying anything as it is a problem on the line into our house. We have basically had to accept the liability of a £50 charge just to get them to speak to us on the fault. Subsequently they have asked me for my mobile number, which they already have, and some dates that I can do. I told them on Tuesday I could do certain times that week and they never came back to me, so now I have to rearrange next week so they can send someone over. I was then sent a link to a youtube video to check my phone line, which I found bizarre. I work as an electrical engineer for a large consultancy so I think I know how to check a line in my house! We still have no answer from their customer services department as to when they are going to actually bother to fix their line. My wife works from home so she has had to go to Costa just to get online. They are an absolute disgrace and they need to start getting a grip, I don't know what has happened to their company they used to be pretty good but they are awful now. I wish I could cancel my contract but I will have to pay the remainder of it. TRUST ME IF YOUR THINKING OF USING PLUSNET, DON'T, THERE ARE MUCH BETTER COMPANIES OUT THERE, LIKE SKY, VIRGIN, TALKTALK ETC - AVOID PLUSNET LIKE THE PLAGUE THEY WILL NEVER SORT THINGS OUT FOR YOU - THEY JUST SEND LINKS TO YOUTUBE VIDEOS TO FIX FAULTS - ABSOLUTE JOKE.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-01-27
- Comments
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Customer service is very poor. Do not trust the online chat service.
When things go wrong they are of no help, and seem happy to loose a customer rather than make up for their mistakes.
- Location
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- Location
- York
- Reviewing
- Plusnet
- Date
- 2015-01-27
- Comments
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One star is far too generous for this utterly disgraceful company. The absolute WORST company I have ever dealt with. Have left me without a land line or broadband for over a month now. I've rung and rung and rung - sometimes up to 4 times a day EVERY DAY for the past month. Each time I have to repeat myself to a different representative and am told that the last person I've spoken too has misinformed me. There Customer services are polite but TOTALLY INCOMPETENT!!!!
It has been a catalogue of failures on Plusnet's behalf and on the meantime I'm being told (for the fourth time now!!!) I'll have at least another 5 working days before broadband can be switched on. In the meantime Openreach are telling me that there is a fault with the broadband line which they can't mend until Plusnet give the go ahead to send a broadband engineer which they won't do until the Order goes through in five days time. I will then have to ring plusnet to book the engineer which will take a further five days!!!!!
I have written this in the hope that someone from Plusnet will read it and get this sorted!!!!!! SHAME ON YOU PLUSNET!!!!
- Location
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- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2015-01-27
- Comments
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OMG, what a bad service in every way! I stayed with them over 2 years and really regret it now. The broadband connection was very bad, always unreliable and very weak. My line stopped on 4 to 5 times a day but until 10 times, it's not considered a fault to them! so you have to pay and cope with bad connections. I only had a max of 0.5 MG if lucky, now with BT same line is giving me 2MG! I called to cancel my contract and was told that my fee was £60. Now they are asking for a massive £139.90 for the remaining months on my contract. I have an email confirming my exit fees but they don't want to acknowledge it, stating their T&Cs. They rip you off, bad at customer service, don't know how to provide a reliable broadband and are more expensive than BT at the end so why would you go with PLUSNET???
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-01-23
- Comments
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Plusnet is horrible. Every time you want to speak to them, you have to wait AT LEAST 30minutes to get through. We have had 5 (!!) engineers coming to our house (5 days we had to take leave and lost money) and when the 5th one came he was in in 5 mintues and did not understand why it was so difficult for the others..
We got some compensation but losing so much time, money and patience is hard to compensate. We waited 2 months on top of the month we already had to wait. My name (girlfriends) is not on the account but is in the username and I could not change the address, fair enough but when I asked him (after 45min on hold) if he could call my boyfriend 'to confirm' he said that he could not do that. Horrible customer service, AGAIN.
FInd another company, maybe one that is more expensive because the frustration is really not worth the difference.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2015-01-22
- Comments
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I have been a customer with plusnet for years, and decided to move to sky recently as I got a better offer. If you work during the day and need to call them in the evening it is completely impossible to get through to anyone. Call waiting times are generally in the region of 45 minutes which is just unacceptable. I am currently queuing to pay a cancellation charge I was unaware I'd be getting but was clearly hidden in the small print somewhere and have been waiting for 20 minutes and counting. I am not impressed with Plusnet at all and have no idea how they have any reputation for good customer service. The waiting times themselves are an indicator of shoddy customer service to me. DO NOT USE!!! I'm much happier with sky.
- Location
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- Location
- York
- Reviewing
- Plusnet
- Date
- 2015-01-22
- Comments
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Plusnet changed my going live date 3 times ad forgot to tell my previous provider so was without Interent for 24 hours.
Referral not showing & been told I have to get the person I referred to phone or email them to clarify I did indeed refer them (even though I was actually there at the time they signed up and input my referral info).Customer service were polite enough but no help at all.
Their ticket system only ever gets answered if they feel like answering otherwise you could be waiting for ever.
Absolutely digusted with them and I have not even been live for 24 hours yet...
Avoid at all costs. I will be taking advantage of the 14 day cooling off period and leaving ASAP.
You have been warned!!!!!!
Plusnet do not "do you proud"
- Location
-
- Location
- Moray
- Reviewing
- Plusnet
- Date
- 2015-01-22
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-01-21
- Comments
-
Speed was always poor and connection erratic. Changed to EE and speed was immediately excellent and connection continuous on same landline etc. Despite excuses and prevarication for over a month, Plusnet now want to penalise me by charging over £50 for cancellation which they intend to take from my credit card without my permission. Be very careful if you deal with this organisation!
- Location
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- Location
- NW Kent
- Reviewing
- Plusnet
- Date
- 2015-01-20
- Comments
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Reading the past reviews I'm doing OK. Signed up 29th Dec and I am still waiting for the goods and services that I agreed to enter into a contract for. No phone service or broadband. The router failed to arrive, I chased and I was told it was not sent yet. Apparently sent again! Nothing to date. The couldn't care less attitude was apparent from a person I spoke to at 'tech support'. Brilliant advice given when I stated I wished to raise a complaint. "You need to do that online" Tell me how I will do that then? He really didn't give a damn..Plusnet are not fit for purpose.
- Location
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- Location
- Cottenham cambridgeshire
- Reviewing
- Plusnet
- Date
- 2015-01-19
- Comments
-
Pathetic customer service..slow speeds..unstable internet..would rip you off upon cancillation..tried to charge me for one extra month..upon asking reduced it to one month with no apology..very rude customer service assistant..
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2015-01-19
- Comments
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I just changed my package to Fibre and as normal customer service were great. I have been been with Plusnet and Force9 before that for over 12years. Never had a problem and they have always done what they said. Looking at some of these reviews it seems people forget that it is BT who fit and maintain the lines.
- Location
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- Location
- London SW19 3RD
- Reviewing
- Plusnet
- Date
- 2015-01-17
- Comments
-
We've been with PN for just over 6 months and already we have suffered outage twice. Currrently we've been out for 3 days with no sign of when a repair will be forthcoming. The communication between PN & BT Open Reach (who do the repairs) is very poor. I have ben told today that following the the estimated time of repair (48 hours) BT have another 72 hours to get back to PN with news. In this day and age this is clearly unacceptable. If you are thinking of joining Plusnet, don't.
- Location
-
- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-01-15
- Comments
-
Recently switched from BT to Plusnet to take advantage of considerable savings. Transfer and set up was very straightforward. An issue arose over vouchers that were supposed to come with the package. These did not arrive. I used their website to sort it out. Average response time for each query was about 30 hours. At one point I was told I would have to wait a week to receive a link in an email!! In the end, even this was a day late. Now sorted however. My main gripe is the thoroughly nasty router provided (technicolor TG582n). Its range is abysmal and unless I'm in the same room the signal strength drops off dramatically. In the same room signal strength is about 86%. In the next room this drops off by 20%. In my bedroom (about 15 metres away) the signal drops to virtually nothing. I will either have to accept staying in the lounge or buy my own router - ugh
- Location
-
- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2015-01-14
- Comments
-
Not very often do you find a review to say they're having a good experience with a provider, and I've definitely had bad experiences in the past with different ones I won't comment on.
I've been with PlusNet now since Aug 2014. The set up was very smooth, I did it online. I was asked to pay a months worth upfront, which I paid there and then. They sent a confirmation email almost immediately. A week later they sent the set up box containing everything I needed, but was asked not to plug it in until the date they requested, I think it was around two weeks after. I plugged it in on that date and I've not had any problems really.
We have 7 devices connected wirelessly to it and a console connected via the Ethernet cable, granted not all at the same time but there really hasn't been a problem with the connection and speed. It always goes as fast as the device will keep up with. It's very reliable and even when going out of range which is usually around two doors up when standing outside, as soon as you walk back into range you're connected again.
I've not had to contact the customer services up to yet so I can't comment on that part, but as far as my bills are concerned they're the same amount every month, which is the amount I had agreed to when signing up and it's taken out on the same day every month.
- Location
-
- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-01-12
- Comments
-
Was fine, albeit slow and suffered a few drop outs on my router, stayed with them for 6 years.
Then, all of a sudden, a charge appeared on my bill for £20, which nobody could tell me what for, instead choosing to baffle me with nonsense. And then, I decide to move away and they slap me with a £30 fee for cancellation, out of contract, and don't tell me about it - instead use quite a threatening sounding e-mail which says they will 'take further steps'.
I won't be back.
- Location
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- Location
- Ashington
- Reviewing
- Plusnet
- Date
- 2015-01-12
- Comments
-
Rubbish no wonder it is cheap lost count the times I have had to phone them down to 1.5 will be moving to another company ASAP when contract is up having to phone again today another 15 minute wait
- 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.