3,751 Customer Reviews over 94 pages
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- Location
- Winsford, Cheshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Nightmare from start to finish, from my change over from service provider. When it didnt happen on the agreed day l called them from my mobile, 30mins queuing to speak to Customer Services to be told can go live up till midnight. Nothing rang engineers next day, said sent me a text to say it was no going ahead on that date. I explained l rang within 3 mins of getting text and was assured no problem and would happen as planned on arranged date. Without broadband & phoneline all over Christmas. Poor wifi speeds that drop to very slow after 3pm. Now signal keeps dropping 3 times in 30 seconds. Downloads dont even complete overnight, 12-7am and only 92% for a movie. Cannot make use of subscrption TV and movies because of poor speeds. Got a new base unit, not fixed it. Unscrewed cover from wall, not fixed. Ran test for 72hrs, fault been occurring for 3 weeks now. After test, engineer promised a call but just rang once hung up then sent an email, saying all tests ok. Its not and now in queue for 45mins to speak to Tech dept for 5th time. Want to cancel contract with plusnet. 1/10
- Location
-
- Location
- winslow
- Reviewing
- Plusnet
- Date
- 2016-05-24
- Comments
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I cant understand the hate on this review page. Is this a conspiracy?
I've been with them 8 years at 4 addresses and am very happy.
OK customer service takes a bit long to answer nowadays, but have you tried speaking to a human in BT or, God forbid, Talk Talk
I've had a stable connection for weeks not at 70Mb on my fibre in a village.
Realistically, the internet backbone is provided by BT wholesale anyway, so Plusnet/Orange/Talk Talk are just reporting your issues to BT anyway.
Knocking Plusnet because of internet provided by BT is crazy.
Only issues ive had is a botched install by BT of my 3rd plusnet connection.
make no mistakes, thats not Plusnets fault
- Location
-
- Location
- wirral
- Reviewing
- Plusnet
- Date
- 2014-12-30
- Comments
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Moved from BT to plusnet because of the poor service offered by their Indian call centre. I asked BT to negotiate a new contract 1 month before the contract expired. Rudely told No!!! When I terminated they asked Why Why...and was called many times. BT were told to release at 3am so as not to cause a disruption. BT decided to disconnect 24 hours early....
currently we have no line, as a fault has appeared on BT cable that we all pay the 16 GBP for.
plusnet claim to be powerless and BT will not take my calls.
the line is important as my father's emergecy responce is connected to the telephone line. But neithrr BT or Plusnet are proactive on the matter.
No phone so far for 3 days......
as for broad band BT had stole many years money off me as they charged for fibre optic, I am in the sticks on copper cables. Local box is active since 3 months. But Plusnet blames BT... etc
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2023-06-03
- Comments
-
Shocking. Transferring from John Lewis and was promised a smooth transition. Now been without Internet for two days with no idea when we will have it back only said they will give an 'update' on Monday. Avoid avoid avoid
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2020-01-27
- Comments
-
Very very poor customer service. Phantom invoices. Complaining to relevant regulator. BEST AVOIDED!
- Location
-
- Location
- wirral
- Reviewing
- Plusnet
- Date
- 2016-09-17
- Comments
-
First router not sent out on time, then a confusion over the activation date. Customer service waiting times are in excess of an hour on hold, chat waiting times not much better. Customer service representatives are rude and petty and could not care less. Had to sort my own engineer to come out as the wait for the fault team to even contact me was 5 days, and this was before scheduling a visit.
The internet speed is ok but if you ever have an issue it's really rubbish. I would go elsewhere - and i will be moving when my initial contract is up. Not worth the hassle.
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2019-02-09
- Comments
-
Can be on hold an average 20 minutes trying to get to speak to customer services. Just as poor quality customer services as their sister company BT.
I've left Plusnet shocking customer services and their prices are more expensive than talk talk
Don't stay with them out of loyalty it doesn't pay
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
-
Absolutely shocking service, our router has been faulty for months, yet they won't replace it having now exhausted all possible solutions because it's out of warranty.
I've rang up several times over the period of nearly a year, with the same issues and tried everything they have suggested to make it work.
I have been out of contract for some time and would have been happy to stay with them paying monthly had they resolved this ongoing problem (I wasn't willing to enter a new contract incase the problem didn't go away).
They can shove their months free broadband, as I don't want a month of crap wifi for free, I want the router working. Also a 45min wait time each and every time I've had the please of phoning them.
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2020-12-03
- Comments
-
Literally, can not wait to take this router and smash it. The worst Internet provider ever
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2017-08-25
- Comments
-
Terrible service and awful customer service.
I have not been able to use sky on demand, PS4 or smart TV for about 4 months now. Been in contact with plus net on numerous occasions (after waiting in phone queues for up to an hour) only to get the same old line of the signal going into your house is good.
Currently awaiting a response from the complaints team as I'm unable to cancel the contract with paying a monthly exit fee.
Would not recommend this company to anyone.
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2022-08-24
- Comments
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I transferred to PlusNet after BT prices went up by huge amounts. There no problem with switch over and after entering my PlusNet User ID and password, continued with the BT Home hub. So a seamless transfer. The PlusNet contract is coming to an end, and I hope to continue with them - if the deal is good
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2015-01-31
- Comments
-
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
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2018-08-14
- Comments
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I really thought Talktalk were bad until this lot came along. Slow speeds, cut off broadband as they continue to repair lines and blame BT. Never again will I use Plusnet
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2016-08-27
- Comments
-
I joined plusnet fibre 2 weeks ago. Initial setup was quick and easy but we did not get anywhere near the speed we were guaranteed. After lots of unhelpful phone calls and online chats to customer services, they decided there was nothing wrong at there end and it was our phone. I have now joined bt and got twice the speed plusnet said I would get. Avoid plusnet they are rubbish!
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2022-05-04
- Comments
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Absolutely dreadful customer service for business. Extremely long time waiting for call to be answered. Totally incompetent when dealing with my problem with new line. Only ever contact me with text which I cannot reply to no email I can write to ---just the phone number which no one wants to answer
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2017-08-03
- Comments
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Everything was fine for the first 4 months. No problems with installation or service. Then there was the "We're increasing the price" email which I could have used to get out of the contract if I had wanted to but I was happy with the service. As soon as the 30 period was over the speed dropped to half and started failing altogether. It's been like that ever since.
Calling support has a minimum wait time of forty minutes. Online support chat is rude and unwilling to help.
So I opened a support ticket and after 10 days of arguing via email (during which time I've been recording speedtest results to prove there's an intermittent speed problem) they insist an engineer has to come out and sent this statement: "If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer."
So it basically says "if we come to your property and find a fault we'll charge you, but if we don't find a fault we'll charge you".
The advert on TV was brilliant, it worked, I believed it. I fell for the "great customer service trick". It was a lie.
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
-
Do not use PlusNet. They sneakily started charging me £35 a month for basic home broadband and line rental without informing me. So I rang up to cancel my contract with then and they shut down my broadband supply less than an hour of my phone call to them. Cowboy outfit, my advice is stay well clear of these amateurs
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2017-12-20
- Comments
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I bought Plusnet because of their advertising campaign. I figured that since they're just reselling BT it would be the same but the added "We've got your back" customer service. I couldn't be more wrong.
There service I bought is 38mb unlimited fibre and on a good day I'll get it for up to ten minutes. The rest of the time it bounces around between 5mb and 25mb with total failures every single day.
When calling customer service (if I have the patience to wait 40 minutes in the queue) I am assured that absolutely nothing is wrong with the service however if I do insist there is a problem I will have to take a day off work and wait in for an engineer to call and tell me in person that there's nothing wrong (and pay £65 for the privilege).
The truth is there is nothing wrong with the wires. The problem is that Plusnet haven't bought enough bandwidth from BT so when demand goes up performance plummets. My share of the bandwidth pie is down to two crumbs and a raisin (although I only get the raisin on a good day). There's absolutely no chance of watching on demand TV in the evenings.
So my summary of Plusnet: Poor service in every possible way.
- Location
-
- Location
- WIRRAL
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
-
had plusnet 2 year contract broadband was slow upgrade to the best speed they had for 6 months no better engineer came out was informed fastest i could get was 21mb i was paying for 76mb only got 1 month back of the 6 months extra payment i moved to virgin when my contract was up and they had the cheek to chase for £9 i apparently owed awful company stay clear
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2019-09-29
- Comments
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'used' to be great. Couldn't help enough. Last 3 years, absolutely dire and getting worse. Couldn't care less your leaving, sales room and customer service put the phone down if they don't like your query....after waiting 25 minutes to get a response.
To big for their boots now. Go elsewhere
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2019-03-28
- Comments
-
There were problems with provision of the router for the new broadband. However when I rang them the customer service was excellent - they apologised and admitted it had been overlooked (no flannel or excuses) and gave a part refund as compensation. The person who sorted out the refund when I rang back to claim it was extremely helpful and polite. He explained clearly what the process would be and the payment was made quickly and efficiently. Mistakes happen with all businesses but it was refreshing to speak to staff who obviously cared a great deal about the service they provide. Only complaint is there was nowhere on the PlusNet website to thank them for great customer service!
- Location
-
- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2016-10-20
- Comments
-
We were advised by PlusNet that they were doing a "network transition" to a new network overnight Monday 18th/Tuesday 19th October. We should expect an overnight outage of up to 6 hours. Guess what? Tuesday morning - no broadband. Router sitting flashing to say it was trying to sync. Unplugged it, reset it. No joy. Still off yesterday tea time, so my wife called their support to be told it could be our end and before they would do anything, we needed to do several checks. They gave her loads of things to try, informing her that "if it was found to be our wiring, there would be a charge of £50".
Did all the checks asked for and left the router plugged into the test socket on the master socket as advised. By the time I ad done this, they'd packed up for the day, so left it overnight.
Called them at 8am this morning, to be told I was in a queue of 15 minutes. Got through to Rob eventually and explained the problem. He did some checks and rang me back to confirm that the problem was their end and was "most likely caused by their network transition". He then told me that to fix that kind of fault it would take them 72 hours! I was so gob smacked at this that I didn't challenge him before the call was ended, but wish I had.
What the heck? They want us to give them 72 hours to fix a fault that THEY caused???? Who the heck gave this shower an award for customer service? It is appalling!!!
- Location
-
- Location
- wirral cheshire
- Reviewing
- Plusnet
- Date
- 2017-04-19
- Comments
-
I would not use this company had no phone now or broadband for 15 days they blame other people like BT customer service is poor , USE ANOTHER COMPANY STAY CLEAR
- Location
-
- Location
- Wisbech
- Reviewing
- Plusnet
- Date
- 2019-02-01
- Comments
-
Would never go with plusnet again got account cancelled just because a neighbor had gone with the (caravan site) and cut me off with no notice and wanted more money for reconnection spoke to manager but no help was given poor service and would like to see them in a law suit
- Location
-
- Location
- Wishaw
- Reviewing
- Plusnet
- Date
- 2021-07-15
- Comments
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If I could give minus stars I would. Worst internet service I've ever had, and I'm from the dial up era! Customer service team don't want to help you. Broadband speed for 3 whole days was 0.08mbps, told was a fault with my line, engineer said it wasn't.
For the past year we've had to restart the router 2-3 times a day. I live in a small flat just me and my son so theres not alot connected to it at once either. Never been so glad for a contract to end in my life.
- Location
-
- Location
- Wissett
- Reviewing
- Plusnet
- Date
- 2020-08-02
- Comments
-
On the whole excellent. Just one gremlin that stops me giving 5*. Recently bought LG tv from John Lewis along with their +Net broadband. When watching All 4 app in particular Walter or Netflix, it is at times slow to load and sometimes unavailable. Mystified as on our iphones, tablets, laptops and PC it is very fast and never any problems. Any advice?
- Location
-
- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2016-08-23
- Comments
-
Truly awful service and connection speed! I can honestly say their customer service is the worst I have ever experienced.
The waiting time on calls is always over 20 minutes, then after speaking to one clueless department I'll be passed to another and made to wait a further 20 minutes (only to have to explain myself all over again).
I didn't receive any notification of what was happening. I ordered fibre but didn't receive it as it wasn't available (fair enough but there wasn't any email or phone call to inform me of this). They just keep you guessing all of the time.
Awful, awful, awful!!!
- Location
-
- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2019-09-07
- Comments
-
Slow to bad internet, got worse when we left, settled bill only to receive an aggressive let 3 months later saying we owed money and they had contacted us several times, called them talked to numerous people before they admitted the mistake all sorted, four months later another threatening letter, same response on the phone. ONLY USE PLUSNET IF YOU HAVE NO OTHER CHOICE
- Location
-
- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2015-07-21
- Comments
-
The wait times for support are always at least 15 to 30 minutes. Totally unacceptable. Router is as basic as you can get with limited range.
- Location
-
- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2020-03-25
- Comments
-
Took my payment, setup a direct debit, no communication whatsoever that they wouldn't be sending an engineer "until further notice". 30 mins currently and still waiting on their lines to cancel. Cash grabbing ********.
- Location
-
- Location
- Wokingham
- Reviewing
- Plusnet
- Date
- 2022-08-04
- Comments
-
Customer Service is non existent, was put on hold for 30 minutes before I hung up in frustration.
- Location
-
- Location
- Wokingham
- Reviewing
- Plusnet
- Date
- 2019-12-08
- Comments
-
I was with Plusnet for over 15 years and mostly had an ok service. I recently moved my phone line back to BT and Plusnet wrote to me to inform me that my phone line was moving and, if I did not want that to happen to contact them. I wanted to move my phone line, so didn’t contact them. They also stated in their letter that, if I wanted to move my broad band and email from them, they would write to me to let me know. I did not want to move my broadband or email, so I didn’t contact them. Then they just discontinued my broadband and email without telling me and no warning whatsoever. I contacted them and their customer service is just rubbish. After the usual 30 minute wait I was put through to 3 different people, had to explain the whole situation until I got through to one chap who said he had spoken to his manager and they would reinstate it within 3 days. That was 10 days ago. I have contacted them twice via their website and spoken to then on the phone twice, only for them to say they cannot (read will not) reinstate my email account - even though I never asked them to discontinue it and they never let me know that they were going to do so. They also host my domain so I have been without email & domain for 10 days. (Should I should be compensated for this?). I don’t think I have had such bad customer service. I requested a call form a senior manger last week to explain how and why they have done this, but have not heard form them........awful customer service.
- Location
-
- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2021-07-11
- Comments
-
If zero stars was an option I’d choose it. Terrible connection goes off randomly 24/7. Unreliable. Customer service team is awful. Drives you up the wall it’s so awful I want to crush the broadband box with my own hands
- Location
-
- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2022-10-31
- Comments
-
Should be -1 terrible service not reliable
Terrible customer service talk over you and patronising,don't listen.
Take payments from you that you don't owe, and God forbid you asking for it back!!! Cos they don't want to give it back!!
Cheap doesn't mean quality stay away from this horrendous service provider they are not worth the hassle.
- Location
-
- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2019-07-12
- Comments
-
Business Broad is absolutely shocking. The internet keeps cutting out. I've contacted Plusnet to get the issue fixed but are literally not intersted in responding.
Since I reported the above issue I am moving offices and they are more than happy to do that but I still need my internet working in the meantime but again they deceide not to responding to that issue.
Literally the Home & Business Broad & the customer service is absolutely shocking
They billed my incorrectly when I first took out the contract, took 50 minutes to get through to speak to someone, the last think you want to do when running a business is this.
I did have Plusnet home broadband, I live in a normal sized flat but the internet did not reach to the whole flat, very poor. I have sinced move my home broadband.
Once my business broadband contract up I'm 100% moving.
- Location
-
- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2019-03-13
- Comments
-
Their adverts say great customer service but it's far from it.
I've just had my 2nd bill with Plusnet Business. They have charged me twice as much. Logged into my account and contacted them via online chat, a lady told me she can not help me as she does not deal with businesses (why have the online chat option on a busness account them.)
Told to ring another number, took me 20 mins to get through to someone then was told that was residential only as well! Explained what happened, the lady on the phone said she will put me through to business and there is no waiting time... there was.. took me 15 mins to get through to them on top of the 20 minutes before.
When running a business the last thing I want to do it spending all this time fixing their error.
AVOID AVOID AVOID AVOID AVOID
- Location
-
- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
-
AWFUL! customer service they will put you on phone for 1 hour to hold then asking u same questions again! Disgusting
- Location
-
- Location
- wolverhamptonj
- Reviewing
- Plusnet
- Date
- 2016-02-13
- Comments
-
Be very cautious about joining this company. If you see an advert on tv or on the website offering cashback , unless you say the word cashback you won't get it. The sales person will omit the word earning him a commission and saving the company money. BE WARNED
If you are a customer and want to add BT Sport to your package you pparently need super fast broadband. Don't assume that it is a one year contract. The sales person won't tell you earning a commission and making the company a further years money. BE WARNED.
They charge you for unanswered calls - 26p to landlines and 29p to mobiles because they have to use a network partners with British Telecoms. Contrary to Ofcom guidelines plus if you ask for a specific reference for these charges in their terms and conditions you won't get one , probably because there isn't one. BE WARNED. And when you have had enough of unavailable online website and lengthy waiting times - up to an hour sometimes don't bother writing tom, their CEO,Andy Baker because he hasn't got the decency to reply. BE WARNED.
- Location
-
- Location
- WOODBRIDGE
- Reviewing
- Plusnet
- Date
- 2020-07-13
- Comments
-
I've chosen Plusnet for a second time as I had no problems with them last time. I've always found the connection date accurate and have never had problems with speed or connection. I have given customer service a 3, as I've never needed to contact them {must be a good thing}. Very reasonable price and good service - router delivered well in advance, and notification when service is ready. I plugged in and in 5 minutes was ready to go. No problems connecting PC, phones etc.
- Location
-
- Location
- Woodford Green
- Reviewing
- Plusnet
- Date
- 2019-10-13
- Comments
-
Watch out for trick terms on Line Rental Saver.
I recently took out Plusnet broadband, and hence landline, service. Due to insufficient speed, I had to cancel this service. At that point I learned that while Plusnet use the same "Line Rental Saver" name that BT use for the underlying BT line rental, the cancellation conditions are very different. In particular, BT states that fees for unused months of service are refundable, while Plusnet refuses to honor such a refund. While there may be some fine print concerning this, I assert that different providers should not be permitted to use the same product name for what customers know is the same underlying service with vastly different terms.
- 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.