3,751 Customer Reviews over 94 pages
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-06-02
- Comments
-
Absolutely dreadful. Stuck with them until my contract runs out unless I want to pay over £100, but can't change a direct debit date, charged more for paying with a debit card. Rubbish customer service (with added attitude!) Terrible connection. Overall simply DO NOT use!
- Location
-
- Location
- Aberporth
- Reviewing
- Plusnet
- Date
- 2016-07-02
- Comments
-
Signed up three weeks ago, paid 12 months upfront, needed line installation, they forgot to book in. Gave us credit for £50.07 with promise of a call to re-book installation, no contact. Eventually after many times of trying to phone, got through, they promised again to call and re-book appointment, still no contact. Went on help left messages, still no call. Spoke on chat, we cannot help, you will have to phone in. What a load of rubbish this company is, will be requesting our cash back, if we can get through. DO NOT USE PLUSNET.
- Location
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- Location
- Sherwood Ave, Hedge End Southampton
- Reviewing
- Plusnet
- Date
- 2016-02-01
- Comments
-
I changed from TalkTalk to PlusNet to better my broadband speed. With TalkTalk I could not get on line or stay connected. With PlusNet I can get on line but because the speed is 1.5Mb I cannot download anything even my computers auto updates. Its time to change
- Location
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- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
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My telephone line went live before the date it was supposed to, so I had a half day off when I did not need to. Still got charged £50 for an engineer to visit which did not happen.. Waiting time on the telephone for 'customer service' is ridiculous. Left Sky to join PlusNet, out of the frying pan into the fire. Have informed PlusNet of my complaint but still no reply. Only 11 months to go.
- Location
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- Location
- Welwyn Garden City
- Reviewing
- Plusnet
- Date
- 2018-08-13
- Comments
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Since I joined Plusnet last October I had to make repeated complaints about broadband service quality which is terrible. Use the ombudsman to leave Plusnet without penalty.
- Location
-
- Location
- London, SE1
- Reviewing
- Plusnet
- Date
- 2015-09-26
- Comments
-
After 8 years with Zen, thought I'd save money, and move to Plusnet, as reviews were good. What a mistake, firstly, had to chase on the connection - they didn't connect when they said they would, and it was 3 days without internet. Next, the speed was half what it should be. They said they were 'optimising the line speed'. After the two weeks I complained, and gave evidence of previous speeds. Suddenly, the speed doubled. Hmm? Are they throttling speeds on the expectation that some won't notice? Next, we got outrageous charges for European phone calls. Then they put their prices up. All within a month. Decided to leave, and received small bills for the pro-rata cost. Then the next month - a bill for the service again! Contacted them immediately, but they still took it by direct debit (which I also cancelled). Since then, have contacted 5 times about getting a refund. Even after the 10 working days they said it would take, I still don't have my money back. This is a terrible organisation. Steer well clear. I am now back with Zen Internet. Seamless transition back (no internet downtime whatsoever), and excellent customer service. So glad to be back.
- Location
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- Location
- Truro
- Reviewing
- Plusnet
- Date
- 2020-01-06
- Comments
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They cut me off by mistake, 4 weeks later still calling them everyday. They send open reach engineers.. All say pole is damaged, cables are old, coonection is rubbish, call plus net. Pole on its side with neighbours phone lines soon to get cut, nobody agrees who is able to repair pole. Advice by open reach, wait for fibre.. May be only a year away... That's your best option. Customer service is shocking, gave my landline away, gave me my 3rd, lost 2nd one, now billing my old address, old number, now charging me for fibre!!??? What a joke
- Location
-
- Location
- isp
- Reviewing
- Plusnet
- Date
- 2015-11-24
- Comments
-
The worst isp company that i have dealt with since talktalk started all those years ago. the customer service is non existent - they keep you on hold for over an hour and then when you get through to someone say they cant deal with it and the call dump you into another queue to spend another hour waiting.
so many people complainting thats why their phones are busy and even when you log a complaint on their ticket system they dont actually deal with the ticket correctly or promptly
- 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
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-02-10
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
-
The broadband worked absolutely fine during the contract, then when I became out of contract miraculously my router broke down. They said they couldn't send me a new one because I was out of contract. I tried two different routers which worked fine but I still had no internet. I told the fault was on their side. They did some kind of check and sent it over though a ticket system but it was so technical I did not understand it. I cancelled the broadband over the phone and asked me why I want to cancel it. (?) I stopped my direct debit as a precaution, and of course they keep texting me to pay up, which can only be done over the phone. There is no bill on my account. There is no other payment method.
Here are the worst things abou this company:
1, They say you can contact them many ways, which is a lie. They only take calls. No online chat, no email. No ticket, unless it's a formal complaint.
2, They say you can pay your bill online as a one off payment, which is also a lie. No bill is shown on the account. It's either direct debit, or the customer has to pick up the phone.
3, Their different departments do not communicate with each other.
4, They do not update anyone of their internet outages. In fact they deny it.
Avoid.
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2017-07-28
- Comments
-
Positives:
Never had any real problems with Plusnet, pleasant enough customer service. Speed was reasonable and reliability was acceptable.
Negatives:
Reliability only lost a star due to 3rd party (Openreach) failling and not Plusnet themselves.
The hardware was much to be desired though and upon request of a replacement was told I would get replacement hardware if I extended my contract but shortly after I discovered a better package from another provider. I'd recommend them and may return to them in due course.
- Location
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- Location
- Abingdon
- Reviewing
- Plusnet
- Date
- 2019-02-17
- Comments
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Absolutely shocking customer service. Friend’s system wet down. Promised it back next day(Sat). Didn’t happen. Promised it back Sunday, didn’t happen. I spent 45 mins getting through to customer services, explained that friend had a serious medical need for contact. Promised a call back from engineer in 15 minutes and from a manager in 45. 3 hours on and guess what.
- Location
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- Location
- Hayward’s heath
- Reviewing
- Plusnet
- Date
- 2019-05-23
- Comments
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Plusnet are a TERRIBLE company. They charged me for a service I have not received and then lie and use technicality’s to justify them taking money from me.
They also took a payment from my acount when they had told me that my acount had been cancelled due to them not being able to provide me internet (after taking my money) DO NOT USE THIS COMPANY
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-09-20
- Comments
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I am very disappointed!
I had to wait 2 months for Plusnet to activate their service.
They charged me £65 to connect me to the internet - and now there are afternoons and evenings where I have no internet connection at all! Appalling! I regret to have taken up a contract with plusnet!
- Location
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- Location
- Bruce building, 115 Percy Street, Newcastle upon Tyne
- Reviewing
- Plusnet
- Date
- 2020-08-03
- Comments
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I never use any worse broadband like Plusnet. Our office broadband always be disconnected automatically.We wasted much time to wait for reconnection. I will definitely cancle the service after the contract expired and never use it. I do not recommend others to choose this broadband unless you do not care the reliability.
- Location
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- Location
- norfolk
- Reviewing
- Plusnet
- Date
- 2015-12-25
- Comments
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service started good, but they customer service for breakdowns were slack to useless. They will be greedy and very nasty company to deal with, if you want to leave their services. I will never recommend or use them again.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2011-03-14
- Comments
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This is an absolutely terrible broadband service provider! I was shocked at how poor all aspects of the service is. From customer service where they did not even run routine tests to check what the problem was, and led to us having to repeatedly call up and not having internet for the 1st 3 months we were paying. The broadband keeps dropping out and is unbelievably slow - I paid for 20mbs not 60kbs! So far we have only had ONE week of decent service in the 5 months we have been paying.
I am unfortunately stuck for another 7 months a I foolishly took out a contract for 12 months.
DO NOT TAKE THIS SERVICE PROVIDER!
Pay a little more for much better service.
- Location
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- Location
- Newcastle upon tyne
- Reviewing
- Plusnet
- Date
- 2017-11-18
- Comments
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Speed test results show 8mbps but plusnet say there is no problem and i am getting 40mbps. Sounds like they are just saying what i should get and not what i actually get.
- Location
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- Location
- northumberland
- Reviewing
- Plusnet
- Date
- 2015-11-12
- Comments
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Just signed up with Plusnet and the telephone line doesn't work. Waited over 90 minutes to speak to someone today! Called the sales team to ask what they thought about long waiting times and they said that 90 minutes was fine. I disagree. They can't make calls to you but then they don't seem to know much about telephones at all...
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2023-01-19
- Comments
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Broadband cuts out daily. Happy to give varying amounts on your account to pay and not inform you if a payment made manually (with adequate funds) is rejected.
Also happy to sell to dent agents one day after cutting off and refusing to take extra payment because the additional added on previous wasn't was the account said it was.
Absolutely terrible company!!!
- 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
- Keighley
- Reviewing
- Plusnet
- Date
- 2019-01-15
- Comments
-
Absolutely disgusted with the fibre broadband, can't even watch a film on Netflix without it buffering continuously. I couldn't even put this review on here using plusnet's WiFi, I've had to use my mobile data. I've put it a complaint and the customer service is extremely unhelpful when you finally get through after in excess of a 30 minute wait. It's appalling I'm going to complain to the ombudsman . I can't go on for 18 months with this rubbish WiFi. An old modem would be quicker.
- Location
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- Location
- Burton-On-Trent
- Reviewing
- Plusnet
- Date
- 2017-08-24
- Comments
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The internet is alright during day time, but during night time there is literally no connection - just keep refreshing and wait. This happens during day time as well.
In the beginning everything is perfect but after a week or so you will see YOUR INTERNET SPEED GOING DOWN.
I would say the internet reliability is about 30% out of 100%
Especialy for people whomplay online games or want to talk to people on skype or facebook, constant lag!
- Location
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- Location
- leicestershire
- Reviewing
- Plusnet
- Date
- 2016-09-05
- Comments
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It's a shame these reviews don't come with minus stars we were left without a phone line or WIFI for two months and when we finally did get connection they didn't let us know that we needed a different modem and the date of getting WIFI was delayed a further week we would have left Plusnet but it costs £200 to leave. if you are planning to go with Plusnet DON'T. they have terrible customer service and the WIFI isn't very good.
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2016-11-28
- Comments
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Plusnet would be fine if only the email system they provide was accessible. There is a known fault which they say they are 'investigating'. It has been ongoing for weeks. I have been unable to access my emails this afternoon. As soon as I can copy some saved emails (assuming I can ever access them again) we shall be leaving plus net.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
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There is no option to give them a zero.
Plusnet is the name of pain. Those who are planning to get a phone with broadband never even imagine for this Abysmal, disgusting provider.
- Location
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- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2021-06-18
- Comments
-
I have initially written the review on Trustpilot but thought I will put this on here as well.
Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.
When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!
Please avoid if you value your time and sanity.
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Update:-
After several to and fro conversations with customer service, Plusnet keep replying with the same text:-
"Unfortunately in order to progress your fault further we would need an engineer visit as advised, if we are to book an engineer we do need acceptance of the following statement:
As part of the investigation of this fault, we may need an engineer to visit your property to test the line.
If the engineer finds the problem is with:
• Your internal wiring
• Your equipment
• The condition of your property
• If the Openreach network has been damaged within the boundary of your property by things like building or garden work
• Or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer.
This charge will also apply if you miss the appointment or you cancel without giving us 2 working days notice.
This charge will apply at all times whilst we are working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened."
In essence, Plusnet can send an engineer out, inspect the facilities, find no fault for the frequent intermittent connection problem, and charge the customer £65, then close the case (without sorting out the unstable connection). And if a further complaint arises from the customer, the cycle repeat. No ending of charging customer £65 without resolving the issue.
I will just leave this out there for people to make up their own mind when they are considering joining Plusnet. If everything goes well, I suppose it can be value for money. But if there is any problem, beware of the level of customer service and their company's policy.
It is also interesting to note that I did not suffer such frequent service disruptions with other broadband providers over the years. My innocent mind always thought as the broadband connection facilities are provided by OpenReach, we should get more or less the same connection quality whichever provider I goes with - how wrong am I...
- Location
-
- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2021-06-10
- Comments
-
Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.
When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!
Please avoid if you value your time and sanity.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2019-12-20
- Comments
-
New customer to plusnet. Old broadband turned off 7 days ago and still no router has arrived from plusnet. emails to confirm broadband was live on the same day as the old contracted ended. Customer service refuse to expedite a replacement router or allow me to buy my own. we are still without a router. Terrible experience. We do not recommend this company.
- Location
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- Location
- Horndean, Hampshire
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
-
I recently left plusnet (internet and phone provider) to go to another provider. Fortunately I cancelled my direct debit after they had taken what should have been the last payment. They tried to take payment for advance rent for the month following the expiry of my contract and complained that I had cancelled the direct debit. I think I got this bill cancelled as they sent me an email saying so. They have now sent a statement demanding payment for a differing amount and threatening additional fees and debt recovery action if is not paid. They have not sent an invoice to show how the bill is made up. I suspect they want to charge an amount for disconnection.
It is impossible to communicate with this company by email since although they send me emails they do not read any responses and tell me to communicate via my account on their website. However, they closed my account when my service ended so I cannot see the bill they calculated after they closed my account. It is also very difficult to communicate with them by phone as they do not answer the phone other than the usual succession of "press 1 etc" and then awful noise. I leave my phone on speaker whilst waiting for a response and the battery often dies before I get a response. I did mange to get through once but the chap at the other end placed me on hold when I could not provide a password even though I could quote him all the details of the debt chasing letter and the battery ran out on my phone before he got back to me.
I tried phoning them from my mobile phone and got charged £1.36 for the privilege of not getting through.
I may try writing but as the debt chasing letter has no reference other than my account number I am not sure it will get anywhere and presumably I would have to send it recorded delivery (if that still exists) to be able to prove I wrote to them. Trouble is that email is supposed to save postage costs.
- Location
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- Location
- Tile Hill
- Reviewing
- Plusnet
- Date
- 2022-02-22
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2017-02-06
- Location
-
- Location
- Southwest
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
-
For anyone old enough to remember BT as the only provider, plusnet are owned by BT.
For my sins I had my calls and phone line with a provider bought out by plusnet.
If you enjoy 15-60 mins wait for a response from a script reading person incapable of anything more than spouting indifference or lies- join plusnet.
I'm prepared to pay £30 a year more for real service from Zen how provide decent service.
My faulty line open reach bodged a damaged cable back in and has failed in 30 days will be moving to Zen where they can deal with open reach who don't turn up for appointments and whose engineers can't use a mobile phone to tell you they won't be coming.
Only way BT group will change is if it is starved of income as people bail to better service elsewhere.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-01
- Comments
-
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
-
- Location
- West Berkshire
- Reviewing
- Plusnet
- Date
- 2017-01-31
- Comments
-
Started off well but has deteriorated.
I was initially very pleased with the service. It started out well with download speeds of up to 9 Mbps (slightly over the promised 7-8 Mbps). This further improved to 16 Mbps when the local exchange was upgraded in early 2016. However since late November the best speed has been a consistent 5.5 Mbps.
Having had to wait 40 mins on the phone to report a line fault (a faulty connection on the overhead line rectified by openreach) I was not keen to repeat the experience to discuss the slow speed, so looked for an email address instead, only to discover there isn't one!
So their "award winning customer service" boast rings somewhat hollow with me.
To be fair I have had no problems with reliability (apart from during the line fault for which they can't be held responsible), so it's such a shame about the loss of speed and poor customer service.
Gigaclear have just brought fibre to the village, so when my line rental runs out in a few months I intend to give them a try unless the situatin improves.
- Location
-
- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
-
Poor customer service. Unable to get anyone on the phone. Chat agents incompetent. I only joined them for BT Sport. Once BT Sport becomes available elsewhere I will move away.
- Location
-
- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2014-09-26
- Comments
-
Useless. Customer service is poor and patronising - it can't be THEIR fault, it must be someone else's. Moving to another provider ASAP.
- Location
-
- Location
- England
- Reviewing
- Plusnet
- Date
- 2018-01-12
- Comments
-
Was not a proper cross over with previous provider so I was without broadband for a couple of days.
Charged for a phone call (34p) that did not connect
Speed can be very slow, also suspect that when you are in the vicinity of a business user they get the lions share of the speed.cannot be any distance from the router to get wifi
Pretty rubbish that to pay monthly is more expensive than yearly. Will definitely move on to another provider when contract up for renewal
- Location
-
- Location
- LEEDS
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
-
Joined Nov 2014 we cant get cable so had to use ADSL however near exchange and the speed was about 17mb which was fine. However over las 6 months speed dropped to 6 mb and lines kept dropping inand out. Waited ages on the phone over an hour and still couldnt get through to Plusnet. Just called now and the couldnt give me a date for an engineer to call so left it in their hands to tell me when they can find the time to call and fix my BB ...Absolute crap service will be leaving when I get the right deal.
- 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.