Plusnet Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.2 stars
  • Customer Service
    3.4 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 7068 customer ratings since 2017-12-15 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2425 Customer Reviews for Plusnet

Reviewer Location Reviewing Date Ratings
AVOID Plusnet is a joke, if you want slow,intermittent reception, your in the right place, my speed has always been Very Slow, I hace contacted them, they pretend to do something, but it never gets amy better, as soon as my contract ends, im sacking them. AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
doncaster Plusnet  
This is the worst company I have ever dealt with. All they are good for is money grabbing. I signed up wih Plus net for broadband and on the day we were told verbally when an engineer would come round. My husband took the day off from work because one of us needed to be at home. Nobody came on the agreed date and time. I called Plusnet and they said we emailed to say we changed the date. Plusnet had changed date to the next day. They didnt send a messge, a letter or call to say they had changed the date. They emailed us when they knew we didn't have access to the internet. We were charged £65 because we didn't give  48 hours notice for the date of the engineer to be changed. They ruined our evening with their terrible cutomer skills and tried very hard to pin the blame on us. DO NOT TRUST THIS COMPANY!!
London Plusnet  
I wish I had looked at this site first. This has been an awful experience. Wrong dates promised. Engineers turning up when the date has been changed. You get emails which you know are wrong, but cannot notify them of mistakes as email does not reply, so you have to call them and wait 1 hour to get through. DON'T, it's a shambles
Glasgow Plusnet  
Cannot give this company any stars whatsoever apart from money grabbing.
They took an immediate payment of £31.99 for a "connection" fee.
However after a better offer from my current provider I declined the changeover and asked for a refund.
Over a month later I am still waiting, been told it was being processed more times than I can remember, first it was up to 5 working days, then up to ten, now they are saying that it will be neither instead it will be sent by cheque, guess what after a month still no refund, what an incompetent couldn't care outfit.
The add says`we will do you proud.
DAMNED RIGHT, Well and truly
  • Speed
    2 stars
  • Reliability
    2 stars
CWMBRAN Plusnet  
Terrible internet. Constant dropouts. Very slow speed mostly, often less than 1mbs. Customer Services won't resolve anything or send a technician, blame our own devices that work perfectly fine elsewhere. Can't wait till our year is up will never use them again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Still waiting for a refund after cancelling my account (poor service and poor provider). Now been waiting 6 weeks and just been told they thought they had put the money in my bank but they realise they haven't so are sending a cheque - which will take ANOTHER 21 days to get to me!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow (City of) Plusnet  
Broadband is a bit hit and miss,some days it is pathetic especially when trying to watch on demand. But there are days when it is pretty decent,my average speed is about 8_10.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Dronfield,. Derbyshire Plusnet  
This is the worst company I have ever dealt with. First they send an engineer that wrongly told me I need access to the neighbours house for a phone line. Then they send me one text with a another date, then a get another text with a different date, only for the engineer to turn up on the first. The list goes on, I eventually cancelled broadband and complained. I was meant to be getting my initial deposit of £80 back, still waiting. The left hand does not know what the right hand is doing, pathetic. DO NOT GO WITH THIS COMPANY, is my advice. ps impossible to get on the phone, up to an hour wait.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
Very very poor customer service. Switch my ISP from Plusnet to another provider, after 3 weeks of delays they swopped over and then immediately scrubbed all my emails - hundreds of them with no chance of getting any of them back. Terrible
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Clitheroe Plusnet  
Used to be good and work fast. The past few weeks it’s been extremely slow and it’s ridiculous. Moving networks.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I was supposed to switch to Plusnet on the 26th November from Talktalk. My Internet connection was cut off on the 21st November,and I lost my phone connection on the 26th. Eventually, after much drama, I got my Internet connected a week late, on 3rd December, but still no phone on the 5th December.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Swansea Plusnet  
Shocking service only equalled by appaling customer care. 0.38Mb upload speeds recently, unusable. When we asked why (after 4 years of 2.0Mb uploads) they said ‘we couldn’t possibly comment’!! This was a manager......Award winning broadband?? Awarded to themselves only.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scottish highlands Plusnet  
After years of suffering TalkTalk we changed to Plusnet and our broadband speed is even slower. If I hang on long enough waiting to speak to customer services, they are at least in the UK but that is the only slight advantage. So very disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
London Plusnet  
I have signed up with them over a month ago and still have heard nothing from them. only an email to say there is a problem. no other details. There is no way to contact the customer service as they don't provide an email address and you cannot reply to the automated emails they send.
the online chat is usually switched off, stating that they are busy with other customers, and the phone number has a wait time of over an hour.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I have tried on numerous occasions to contact Plusnet regarding the failed billing issues which are affecting myself and many others. Although our account is fully paid up and running on the net we keep getting failed billing messages when we try to contact some sites.
  • Reliability
    1 star
Prudhoe Ovington Plusnet  
Horrible service. Started a contract with them and they started charging me, even though I still have no Internet connection due to technical issues.

They avoid sending a technician and they try constantly to claim there is a fault in the house installation so they can charge another £65 for the repair. I Keep explaining them that I just moved into the house so I can't be faulted for anynthing but they don't listen, they just keep mailing me their generic "fix it yourself" email that is not helping at all.

Absolutely horrible, avoid at all costs.
Bristol Plusnet  
Worst customer service I've ever received. Unless your purchasing a product as a new customer you have no chance of getting through on the phone.Currently writing this to pass the time whilst on hold. I have been told I will have a 5 minute wait that was 20 minutes ago. Gave up after an hour the other day, simply appalling.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
ETCHINGHAM Plusnet  
I've been with Plusnet for years - occasionally something goes wrong - my router died recently and it just took a phone call to get that resolved. Now I'm moving house and I spoke to the house move team who has made this really painless. I can honestly say Plusnet's customer support is always outstanding and so many other companies could learn a lot from them. Thanks :)
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Northern Ireland Plusnet  
When I joined Plusnet over a year ago the customer service was brilliant, I've now just had possibly the worst customer service I've ever received after questions being billed months after leaving the property. 30 minute wait for an incredibly rude woman to tell me it's sorted now and then hang up on me.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
London Plusnet  
Plusnet Joe had better start looking for a new job !
Plusnet what on earth has happened to your customer service?
Having been a customer for over seven years, I previously used to recommend them to friends, due to their friendly helpful customer service.
However due to recent supply issues and obstructive, manipulative responses received from their “CSC Analyst’s” I can no longer recommend PlusNet to anyone!
They now seem to automatically start with the presumption that any reported fault is in the customer’s premises and could not possibly be part of the external Openreach network.
There are serious problems with their communication (Lack of information and updates to their customers) and also problems with their billing system where they are charging customers the incorrect amounts and not as per their agreed contract.
I am not sure what has promoted this dramatic decline in service and current behaviour towards the customer, but they fail to take ownership of issues to ensure that their customers receive the service that they pay for and that PlusNet are contractually responsible to provide.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Plusnet  
Be vary of Plusnet when renewing
i tried to cancel my contract and was put on the same contract and was told this is after accout review
I was never send an email confirmation of terms of contract or the deal iteslef and after a month my contract came up £12 more than agreed and when called to check this i was told i agreed to this deal and cannot cancel it anymore.
Liars unprofessional comapny staff are useless and so are the managers
A dissatisfied customer
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
leicester Plusnet  
Utter rubbish – there are a subsidiary of British telecom and so no better than them. The customer service was terrible and the only way that you can cancel or terminate your contract is by Sending a recorded delivery letter or by phone. I have spent almost 3 hours on the phone trying to get through to the right department to do the cancellation and lo and behold I’m never put through to the right place. It’s both illegal and disgusting.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex Plusnet  
Had nothing but problems with Plusnet since I signed up. You're supposed to have a 14 day grace period the moment your new bill is put in place so that if you can't pay your bill on time, you still have a set number of days before they add any restrictions to your account. Do you think I get that service? Hell no. Today is just another example of their mocking. They chose the date that I pay on, despite me claiming several times that they won't get their money that day due to it not being my pay day, but they didn't budge, instead choosing to tell me "You'll have 14 days to make the payment before we add any restrictions." which was the initial reason I switched to them to begin with, but instead, they add the restrictions the exact same day that the bill is due, completely breaching their contract with me (meaning I do have the right to terminate) and then adding restrictions to their own website so I can't connect to click the 'Not ready to pay?' option. Nor could I get onto it to get Live Chat support, or just to log in and pay if I had the money. If they don't want their money that bad, then that's no problem for me. But considering they know my difficult situation regarding why I need the internet, not want it, and that it's all apparently 'written in my notes' on their end, they don't seem to have any trouble messing me about at every possible opportunity. I've been their customer for over a year now and cannot recall a single time when this has never happened to me. Obviously their motto 'We'll make you proud' and their claim of being 'there for the people' is about as legitimate as my claim to the throne!

Personally, we should revolt against this disgrace of a company and come together to petition against their joke of a company, then send it in to trading standards, watch dog, and ofcom. Let's get the results we deserve from them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Wales Plusnet  
Amazed to read so much negativity on this forum relating to Plusnet. I switched to them from BT some years ago after years of what can only be described as personal abuse.
No, they're not perfect - and their service has declined under BT's ownership, but you do (eventually) get to speak to a UK agent - rather than someone on the other side of the world with English as 2nd or 3rd language.
As with most things in life, you get what you pay for, and while we all chase the cheapest deal suppliers will make service decisions based on profit rather than offer the service that we all crave - but seem unwilling to pay for. Check out with friends & family what broadband costs in other countries !
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Aylesbury Plusnet  
I decided to go with pilsner as sky were putting up the price
We have a poor connection as we live in a remote area. Sky wanted to charge 40 a month so I decided to go with plusnet
18.99 a month £75 amazon voucher

I signed up on 5/11/18 they took £23 out my sccount
Been chasing them for days to find out why I’m not connected. They said this is due to the system cancelling

When I asked to speak to management they didn’t put me on hold and just started a conversation amongst themselves
In Urdu then they said all day these customers have been complaining

When I asked the manager to listen to the call coincidently the call hadn’t been recorded

Hope the company gets shut down poor customer service they ain’t interested in you just your money avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cotswolds Plusnet  
In this area plusnet just doesn't work anymore iv been a good customer for the last 6 years iv moved not far from my old address [which is also now getting the same problem] and the nets been cutting out loads since may iv heard from loads of excuses from there systems let's people bunny hop on to others Internet to its my bits at home that connect to the router iv changed my ether net leads twice iv had open reach do almost absolutely everything from a new socket to having a lift and shift witch is having my line removed from the server and added to another they've promised made loads of empty promises which iv had to sort out again the week after as the customer services ether are so over worked or they generally don't have a clue what there doing I'm now at a point where I want to be removed from there services free of charge and I'm going to take it ^
  • Speed
    3 stars
Braintree, essex Plusnet  
Do yourself a favour steer well clear of these thiefts, they have had my money for 4 weeks and i,m not even on there books, even after over 4 hours of phone calls they still have my money all £257.87 i have had every lie, excuse, promise, they took the money 5 days after they where told not to,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
The customer support team washed their hands of a problem when I now realise it is quite common. A blame someone else culture
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Essex Plusnet  
Impossible to contact , clearly not interested unless opening a new account and paying them money , fed up being told the phone line is busy , chat line would not open so have to write a letter , no e.mail address total disgrace and now need to find another useless company
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastbourne Plusnet  
I cannot recommend this company in anyway shape or form, the speed although supposedly averaged at 11 Mbps, mine when it wasn't offline was 3.9 Mbps. Trying to get through to seek help/advice was pointless as the waiting time was at the minimum of 35 minutes. Having decided to go with another provider and because of the vagueness of the transfer date, then I am being charged an early leaving fee because I am leaving 20 days early although I am paid up to the end of my contract. Absolutely disgusted with this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Plusnet  
Customer service extremely slow took me over 50 minutes to get through heard a lot of rubbish music to keep me amused!! The router came quickly but I was not told that I needed to phone and activate so when my old supplier finished I have been left approximately 7 days without anything. I explained a difficult situation regarding someone with learning difficulties that requires the internet however the slow workings of plusnet could not accommodate or move any faster, difficult when someone relies on something they have limited understanding of. I was going to have plusnet in my own home at the end of my contract with BT however have had to have second thoughts about this, so would not recommend this company to anyone, please take note go elsewhere.
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Canvey island essex Plusnet  
I started to join Plusnet on the 22/10/18 on the 5/11/18 they took £23.99 i left it to a couple of weeks but nothing was happening I emailed and received no reply I posted 2 messages and was meant to get a reply within 14 hours, you guessed it no reply I rang at least a dozen times and was in a queue for 1 hour. In the end I rang my current provider and was told Plusnet had not contacted them to say I was leaving, this was now 25/11/18 finally on the 26/11/18 I contacted my bank and they refunded my money. Beware Plusnet customer service is very very poor so glad I didn't go with them in the end.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Durham Plusnet  
This company does not honor their promises to customers, If I could I wouldn't even give one star.
Last year on Black Friday I was offered £50 cash back for joining PLUSNET internet services, BUT UNFORTUNATELY it is now the next year, the next Black Friday and I still have not received this minor £50 despite several email and 3 phone calls, I would not trust this company or believe any deals they offer, haven't gor a clue about customer services.
Thanks TT
LONDON Plusnet  
Such a waste of time, the actual broadband was always slow and lagged, got cut off for 6 days after calling 8 times they managed to fix / chase up open reach! And for my trouble was give £2.16 off my next bill
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford Plusnet  
Switched to Plusnet at least 6 years ago and service was great. Unfortunately, over the years customer support became less accessible (on hold on the phone for over an hour before giving up, and webchat constantly busy), and the price became less competitive. Eventually switched provider in early August, except Plusnet didn't close the account (despite the service having migrate and them no longer providing a service). Was pestered with requests for payments for months that I was no longer a customer. Eventually my account was officially closed, all good, except they now claim I owe money from the date that they closed the account rather than when the service discontinued and forwarded the "debt" request to a collection agency. I understand that I am far from the only person in this scenario. I have filed a complaint with Ofcom and have advised them that there will be repercussions if my credit rating is affected. Whereas I would have once highly recommended Plusnet, I would now have to strenuously discourage.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Kilmarnock Plusnet  
I received my box late after I joined. Left me with 3 days without internet which was fantastic when you work from home. - they said they would refund me the days without service but never did.

Consistently cuts out and is 100% not suitable for online gaming.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Edinburgh (City of) Plusnet  
Oh how I wish I had read these reviews instead of believing the silly advertisement on TV! Awful awful company a complete joke they might as well advertise free broadband at least you might smell a rat! The guy in the cancellation department didn't even bother trying to convince us to stay he must be so exhausted dealing with the same problems all day! Terrible
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland Plusnet  
The broadband is pants... plusnet lie and lie about why it’s so rubbish. Finally my contract is up and I try and leave. Because I won’t tell Chelsea the retention’s woman the cost of my new provider, she starts being rude and really difficult. (I understand you have to go through security questions, but she kept going over and over asking my numbers from my password, my bank account, sort code, memorable word...it was ridiculous...she almost took the full passwords on all of them!) cocky staff, slack attitude and a rubbish service...thank god im free!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South bucks Plusnet  
My issue with this company is WiFi,I can only get 2.4ghz. 5ghz does not work and has been disabled. Bearing in mind I live in a bungalow WiFi will only work with 2.4 in the room that the hub is in. I have had to buy a booster to use my tablet in the bedroom. Was promised a gesture of goodwill payment when this was suggested but the person dealing with this has been replaced. I've had enough, just waiting for contract to end to get out.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Sedbury Gloucestershire Plusnet  
This company are liars and idiots, who is the big daft bugger on the telly who says we do you proud , i don't know about the proud bit, they certainly do you. Its no point complaining , i was warned they are *****. Took me 2 hours on my mobile to discover I should repair my non working phone line. Said I should take a course on u tube in phone repairs. ******** who are they. Does anyone know their office address so I can stuff the router up the bosses rectum.
  • Satisfaction
    1 star
Melton mowbray Plusnet  
I cancelled before I got trashed. They said my line was live on 19th. It was total dead. Upon trying to contact them they were dead too. They could not fix the problem and expected me to learn from u tube how to fix it .waste of time and money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Melton Mowbray Plusnet  
The WORST company in every way. After 4pm BroadbNd is so slow, all phones are turned onto 4G. Customer service is appalling, no one speaks to anyone and you go through the same story over and over again. Chasing bills for money not owed after cancelling contracts. Terrible company AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Plusnet  
Avoid at all costs! Changing from a By fibre line (60/17Mbps) to Plusnet saw my speed drop to 37/10. After 10 days of contacting customer services, they managed to get to 40/16. However, they still cannot get me to my minimum guaranteed speed, never mind the speed I had (on the same line) as BT. This is now week 4 of contacting them. Customer service reps are very polite, but the resolutions just don't happen. Will be leaving ASAP.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
Bedfordshire Plusnet  
Ordered on 06th November. Money taken from account , but no transfer , no update, chat line closed, no email contact possible. Not very good start.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Cardiff Plusnet  
everything else is irrelevant when you spend 3 hours on the phone for the simplest query. get Plusnet and you will regret it if you need any help.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Winchester Plusnet  
The worst customer services their adverts about good customer services is untrue
I signed up to Plusnet after a reasonable spell with sky who incidentally have excellent customer services
I signed up online and through a glitch on their website ended up being charging twice!
So I had the unpleasant experience of having to get in contact with an agent, this took me over 60 minutes to get through to an advisor!
My contract was arranged on the 17th of October and I waited patiently for my router to arrive
I finally gave up today (21st November) and after another 60 minute wait to get through to an advisor cancelled my account and now have to wait up to 30 days to get a refund
The thing that is very clear is that Plusnet has the worst customer services of any of the big broadband providers, even worse than Talk Talk which is really saying something!
So anyone reading this please be careful, Plusnet make big claims about their customer services but the truth is that this is completely misleading
They are dysfunctional and virtually impossible to get in contact with, I did not receive the service I signed up to even though they were quick to take my money.
I rank plusnet the worst broadband service provider with the worst customer services
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
Make sure you don't move in to a new house because plus net cant supply the internet and then want to charge you £155 for the privilege. Scumbag company with hidden charges. Do me proud lol HAVE A WORD WITH YOURSELVES!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Boston Plusnet  
Appalling service. As a long term customer I have witnessed the service go from being excellent to absolutely appalling. Gone are the days of a quick helpful reply from the help desk; yesterday I was held in a queue twice and on both occasions for over 50 minutes. I then tried online chat only to spend 25 minutes on that before the staff member then told me they couldn't help me and that I should call them again - despite the fact that I had already explained I had tried twice already.
Service at Plusnet is now a joke - to continue to claim that their service is award winning is somewhat disingenuous.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North Yorkshire Plusnet  
They have good/manageable broadband service but avoid them if you do not have a PHD in computer using their website needs you to be very very good in computers. You will never get any assistance from customer service. Getting through their lines is impossible. Your queries are sorted out selectively if you can get the questions through. Overall avoid this company very bad experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Plusnet  
Absolutely shocking customer service Nightmare to get through too.. Say they'll call you back and don't after you've been in a queue for half an hour. They say contacted to via email but don't. Been billed for two months broadband very much doubt I'll get the money back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
nottingham Plusnet  
Absolutely shocking customer service. Say they'll call you back and don't after you've been in a queue for half an hour. They say contacted to via email but obviously haven't as they made a typo in my email and I've not received anything .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
nottingham Plusnet  
The worst internet I have ever had complained over speeds 6 times this year still no resolve all I got was the line from the interchange is running fine absolute joke. Got virgin running at the same time just to have a stable connection never in my life would I go with these crooks again. I don't know how much they paid for all the adverts but there service is disgusting!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Very poor customer service. It is very difficult to speak to them unless you have half an hour to spare waiting on the phone. The online account doesn't work as it should. Overall I would avoid this company and I regret signing up with them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
north wales Plusnet  
Quiet possibly the worst service I have ever come across, signed up on the 24th of October and still waiting to be connected as of today, tried contacting customer service which is an absolute joke, you can be on the phone for over 40 minutes waiting. I wouldn't touch them with a barge pole
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Angus Plusnet  
The speeds became ok after converting to fibre, reliability also improved. But customer service, oh my god. Virtually impossible to get a hold of them. Sorting out problems takes ages. They billed me for an extra month as a mistake and I'm still trying to get that refund sorted out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Plusnet  
Awful service, really disappointed considering the adverts.

Called to make an order, fairly painless - then got a text that they'd changed the date for the engineer. Fair enough, happens but meant this wouldn't work for me so cancelled the order.

I had my 80 quid returned then taken back 5 days later on the 5th of November. It's now the 19th and I'm still waiting for this to come back after 14 days and three calls including a 40 minute, 20 minute and 40 minute wait on the phone to a charged number. Not only that, the ticket was responded to on the online helpdesk by me on the 6th and have had no response since, what a joke. Would never recommend, will never use again.

Was really looking forward to the high levels of service reported too.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shropshire Plusnet  
Moved to plusnet fibre after getting annoyed with BT infinity: poor performance and really, really, really bad customer service with BT which prompted the change. The poor performance remained on switchover but after the stabilisation period, I reported it online to plusnet on a sunday night, and the very next morning, an openreach engineer was already outside my house. Two weeks later, the fault was fixed (bad battery contact?) and the broadband speeds are maxed out (70MBit down, 11Mbit up). Good communication from plusnet throughout too.
Only been with them for three months now, but ultra happy so far.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
North London Plusnet  
In recent years I've had broadband from EE, SKY, BT and without any doubt Plusnet are the worst provider of them all. Customer service is a joke and if you phone them you will wait at least 30 minutes before they answer.
I am suffering multiple wifi dropouts on an almost daily basis and Plusnet's advice is to source a solution myself because they cannot guarantee a stable wifi connection. My Nest cam is 4 feet away from the Plusnet router with nothing but fresh air between them, yet it is constantly dropping out. I have the same issue with my Android phone and MacBook.
Terrible Company who cannot supply the service they are charging you for.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Stoke-on-Trent Plusnet  
After I joined Plusnet + fibre they took my landline number and was given another number so all my contacts did not know where I was. and have 100s, etc including doctor, dentist, clinics etc and hospitals etc.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Solihull Plusnet  
Absolutely shocking. Worlds slowest internet. Constantly drops and goes off line for two to three hours a few days a week. Customer service is nonexistent. Phone them and the wait is generally over two hours. I have been forced to communicate via Facebook. When I do get a response, it’s always, nothing wrong on our side, so it’s your devices. How is no internet my fault??? Stay away not worth the hassle.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Wales Plusnet  
Beyond incompetent!!! Do not use this company. They mess up and I have to spend hours of time sorting this out. Always remove your direct debit details from your account when you finish your contract. Appalling service even when complaint raised. Just wasted another 40mins of my time following up on this on hold to get through. Such a joke. Do not use them. Completely and utterly incompetent doesnt even cover it!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Ive only gave them 1 points cause they are that bad and the reson is I told them I was goingto make a late payment on the 16 november they said to me yes yes thats fine dont worry you are ristricted to the 18 of november dont worry so I was ok I geuss not my pc all of sudden started to play up so I call them back they ok we will check if theres a problem so they did come back and said no its must be your computer so I reseted my comuter right to the bigging from when it was new and still the same so I called back only then I found out they put the risstricked on I lost all my fills evrey thing not one of them never said they have been so rude plaese sorry about my wrighting I do have problems with my spelling
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kent Plusnet  
Avoid this company. Broadband speeds were always non exist. Unable to function. Regularly cut out. Customer service waits vary between 30 and 50 mins. They froze my account when I moved out and transfered my Internet. After two weeks they still hadn't set up. They then said they made a mistake and it would take another two weeks. Two weeks later they announced I had given the wrong address. They then claimed they would listen to the phone calls to prove I had. They then admitted that they had made the mistake and cancelled my contract for free. However three months later they are still billing me! Despite ringing countless times I've only been able to stay on the line long enough for them to answer once. And they hung up on me. Unbelievable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plymouth Plusnet  
PlusNet has the most appalling service I have ever experienced in my life. It took months to get it up an running (they always blamed openreach for that) and made me waste an enormous amount of time dealing with their waiting time to take calls and their incompetence. Months later, after all the grief, they are now out of the blue trying to add installation costs (which I paid upfront). I was drawn to them by the Which? review
I would say, stay away from both!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
Cancelled my account in September but still taking payments, I have phoned up about this and was told it would be stopped, it has not, I have tried to phone them but it's 25 mins wait at premium payment. I just cannot afford that type of phone call. I have tried email and that does nothing, where do I go from here, ????
Cannock Staffordshire Plusnet  
AN HOUR ON THE PHONE TO SPEAK TO SOMEONE??? I JOINED PLUSNRT BECAUSE OF SUPPOSEDLY GOOD SERVICE. THINK NOT!

The service isn’t working and I’m already thinking of cancelling for a full refund. Luckily I am within my 14 days period. I wouldn’t even mind the no-service if I could speak to them.
I finally managed to speak to some attitude person and had enough. Now I am waiting for another 18 MINUTES to go through cancellation.
PLUSNET SHAME ON YOU!!!!!!!!!!!!!
London Plusnet  
Absolutely rediculous! I signed up with Plusnet and paid for installation. As soon as I paid, they move the installation date back and say there's no availability on the date that I booked it in the first place! Seems like all they want is your money and don't actually care about their customers in reality. Oh, and if you want to speak to customer service to try and resolve anything, don't bother! You'll just be waiting in a long queue and your problem most probably won't get resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Manchester Plusnet  
Absolutely terrible. Don't use this company if you value your sanity.
I cancelled this conotract before it was connected because they were so late. They confirmed cancellation and are still taking money from my account. I have been on the phone with them 3 times which is no easy thing. Terrible wait times, nust be dealing with such a high volume of complaints. You have been warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Conwy Plusnet  
I have been with Plusnet for 5 years but the service is now RUBBISH I had no broadband for a whole 7 days when it could have been solved on day 1 or day 2 if they had sent an Openreach engineer apart from that the waiting time when you call is nearly always over 1 hour one calli made took them 1 hour 34 mins to answer and the person who answered was not remotely interested and said your in the piline waiting for it to be dealt with so you will have to wait I usetwo computers daily and have lost out a lot of mmoney because of the HORRENDOUSLY RUBBISH SERVICE ALLROUND I have just phoned to ask for compensation for the loss of a full week and was told it would be £2 a poltry £2 DO NOT EVEN CONSIDER JOINING
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
OSWESTRY SHROPSHIRE Plusnet  
No way deal with plusnet services. I've been customer for a 5 years and when I've decided to move houses they refuse to cancel my account it's just because I have forgot some silly password. Awful!
Norfolk Plusnet  
Awful Customer service and billing is poorly managed with mistakes in their favour.
Always terminate direct debit before end of contract as Plusnet tend to overcharge and make it difficult to correct.
Will never use Plusnet, BT or EE again
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Durham Plusnet  
I Have been with Plusnet 20 years. You are just a number with this company now they have grown. "Dont Deal with this company" you will regret it in the end. had to pay over £200 to due to them cancelling my broadband. the contract was cancelled 12 months ago due to them saying we wasnt paying, BUT STILL TO THIS DAY WE HAVE BEEN USING THE INTERNET WITH PLUSNET.We only got a letter in the post today, they said we should have checked our emails that are on plusnet own site, we did but all the emails had been archived and deleted. i could go on and on with this. DONT GO WITH PLUSNET
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Plusnet  
I've had Plusnet broadband for over 10 years and they used to be great. Over the last 3 or 4 years the speed, reliability and customer has really gone down hill.

I finally moved away from them in October as the standard ADSL I had was down to 4mb down and .75mb up and was very very unstable, tech support weren't interested and they weren't bothered when I told them I was moving supplier - the best offer was FTC at a higher price!

I'm now using someone else and get 16mb down and 7mb up for less money - I'm a long way from the cabinet hence low speed.

I've just realised tonight that are still billing me and its an hour wait to speak to someone to get a refund.

Plusnet used to be great - now they're pretty poor and there are much better and cheaper alternatives.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
South Scotland Plusnet  
Very slow broadband speed, very over priced, managed to leave after having to stay with them for 3 years on a contract so we didn't have to pay a leaving contract fee, then get a notice saying that we still owe them £83.31. Still trying to get through to them to investigate why this has happened. WORSE BROADBAND COMPANY EVER! DON'T USE THEM!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Welwyn Garden City Plusnet  
Never use Plusnet. Their costumer service is awful. I have spent hours on hold to them over the past 2 months trying to cancel my account. Despite my attempts to make a final payment, they still charged me a "late payment" fee, I have been misinformed and messed around, yet they still insisted on me paying £14 extra for a late payment. It is disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Surrey Plusnet  
Awful service. Took them 3 months to eventually get the SFFO set up at my previous address, spent hours on hold on multiple occasions. Had to transfer when moved house. Eventually when the contract expired I moved to a new provider. Plusnet cancelled my service a week early, said they would refund me £50 and never paid.
Awful service, awful communications, do not get!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Huntingdon Plusnet  
Broadband doesn't reach the bedroom (from siting room) in a small 2 bed flat. Slow speeds. Cut me off 5 days before contract end date and wouldn't fix service issues because I was moving even though faults occurred under their service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South coast Plusnet  
Don’t even consider these people they told me lies from the start of my installation which never happened they took £74 from my account
Customer service is non existent unless you’re on the phone for an hour waiting
It’s just awful
Unreal
Above all disgraceful
Trust me
They won’t do you proud
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Plusnet  
Awful service with Plusnet. Customer service impossible to get through (Online service often only available for new customers), customer service frequently got information wrong. Still awaiting a refund when they said it would take 5 days, then 7-10 days now 30 days. Terrible service and pretty bad connections.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow (City of) Plusnet  
worst thing i ever did moving from sky to plusnet my internet drops out and has to be reset up to 5 times a day do not use plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manchester Plusnet  
Had Plusnet for the second time and around opted for the unlimited fibre package and for the last few months found out that it was normal broadband.they wasn't going to pay anything backso keep on phoning then for it.last few weeks been getting very low speeds and had to wait on the phone for 55 minutes only to be cut off so had to phone again and to be told the same crap it's the line at fault.secound time in 3 months.so the will send out an enginer again.would never recommend them to anyone not even if it was a very good special offers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Kent Plusnet  
The service is unreliable. Intermittent connection for broadband. Website says 24/7 customer services. The reality is the chat service says currently unavailable and the phone support says 30 minutes wait.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Inverkeithing Plusnet  
Worst broadband ever!! Slow unreliable and shocking prices after initial 12 month contract
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Plusnet  
The worst supplier I've ever dealt with. Wait time on phone just stated as 60 mins. Don't even consider using them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Northampton Plusnet  
Overall happy with service.
Was quoted a speed of 7.00Mbps and am exceeding to 8.00mbps.
Unsure whether that warrants a £35.00 a month fee for fibre but currently happy.
Massive shout out to Michael Trimmer of the customer service support team. Excellent help, polite and patient.

Josh
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Rodney Stoke Plusnet  
Dont get traped by plusnet CHEAP DEALS. They really are CHEAP cheap cheap. Been waiting for a refund for over a month and not getting very far. They are sitting on my money and dont care.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lewes Plusnet  
I had been a customer for 4 years with no problems, then my broadband speed kept dropping to the point I could do nothing online. We decided to upgrade to a faster speed and had two weeks cooling off period. During this time we decided that really we shouldn't have to upgrade to get Internet but to expect plusnet to provided us with what we were paying them for. Their cancellation policy you can cancel within 2 weeks by speaking to the customer services team. I did this 10 days into my cooling off period and told them to cancel and I wanted to revert to my previous contact. I was told this was not possible and that I would have to take out another contract. I then stated that I would be cancelling them altogether and would be looking for an alternative provider. I asked for them to email me confirmation of the cancellation and my call was terminated whilst talking to them . Within the hour my internet connection had been cut off. I called customer services the next day, and notified them of a change of provider,and they confirmed the cancellation was going through and I would not need to do anything else. One month one and I get a final bill of £150 early cancellation fee. Very disappointed with plusnets response to this, or willingness to resolve, and quite happy to take money for nothing. Will not use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Plusnet  
This is the worst provider I have even used. Impossible to contact the Customer Support, was overcharged several times.
Register a complain to put the things right, however they closed the complain ?! Horrible Support.
Now I am thinking on complaining to Ombudsman
AVOID THEM !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
Absolutely appalling service. Customer services takes 30 mins on hold to get through. They promise call backs that never materialise, I wouldn’t recommend at all!!!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Plusnet  
Absolutely shocking service, took the day off work for an engineer to fix fault with line. Nobody turned up. Phone line and broadband still down, 8 days later. Unacceptable service. The worst.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wrexham Plusnet  
I cancelled my account and got a refund, i thought that was it. But then i got a really annoying email below...

This is plusnet at its best........................100% failure rate... got my name spelt wrong for a year and spoke to them numerous times to sort the issue out!!!!!!!!! customer services staff, yes we have updated your information. But the problem came back.


You recently cancelled your services with Plusnet. We have been unable to take payment for your termination invoice associated with your account closure.

We'd like to remind you that payment is still due.

What happens next?

You are required to pay the balance of £0.49 in full within the next 14 days. If payment is not received, your account balance will be forwarded to a third party Debt Collection Agency which will incur an additional cost and may have an adverse effect on your credit file.

How to pay

You can phone our Payments Team on 0800 077 8488 between the hours of 8am - 8pm Monday to Friday.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
huddersfield Plusnet  
This has been the worst experience so far for being loyal for so long . Waiting time to speak to technical team = 45 minutes Avg + misleading and wrong promises + no respect or professionalism towards customers + 2.5 mbps = getting to pay £145 to get out of contract. I think this sums up the amazing service that you get from plus net. Never to return for their internet services. Absolute waste of money and time .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Plusnet  
By far the worst internet provider that I have ever had the misfortune of dealing with! Dreadful connection, useless customer service and technical assistance with enormous exit fees. It is virtually impossible to get in touch with a human being over the phone without atleast 20-30 minutes on hold and even then the issue is seldom resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Web chat is nearly always not available. When it is agent cannot help and I have to call. Last time took nearly 1 hour to answer. They use to be good, but are now terrible..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Wiltshire Plusnet  
We’ll do you proud. What a joke!! All you’ve done for me is to lose me my landline number which I’ve had for over 30 years. I switched providers approximately mid October. Everything went smoothly. I ordered fibre because my previous provider would sometimes go off due to poor signal. I was assured it was a better speed etc than what I already had. Came activation day Nov 2nd. I switched routers etc and began logging my various pieces of equipment into my new provider. First in was my TV. A message appeared telling me my speed wasn’t good enough and to contact my provider. JOKE!! First call rang for 20 mins then I had to go out 2nd attempt 42mins I let it ring. I then rang and selected the option “l
I’m leaving “. I was answered immediately. When I was put through to the correct department ( immediately) I explained that nothing was running because speed was too low. The guy looked at my package and told me that they couldn’t improve the speed because of where I lived and so they were cancelling my order and refunding my money and to try elsewhere. He then hung up. I decided to go back to my previous provider but now I’ve no internet and no phone line because they’d cut me off. Because they’d done that my landline number has gone back into the general number pool and my new provider can’t get it back. I’m running the internet through my mobile phone, using it as a temporary router, which is costing me money and I’m waiting for a new landline number and my new activation date to start. Do you proud? Do you an injury more like. I’d never ever recommend you to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barwick in Elmet Plusnet  
customer care is nonsense. have to wait for 45 min to get hold of anything and then they will say to talk to another department so more waiting.. have fun with plusnet as a customer
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Broxburn Plusnet  
Well, ive done it, i am going to pay £316 early exit fee and have got a provider that has great internet speeds, no constant drop outs and good levels of customer service, good riddance plusnet, Plusnet NOT doing you proud
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
If I could give zero stars I would. A scam outfit. I paid for a service I didn't receive and had to pay to leave the contract. A bunch of thieves and shysters.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Waltham Abbey Plusnet  
very poor broadband speeds - drops to zero frequently. Tech support terrible - always have to wait at least 30mins to get through. Have had this problem for 4 months with no resolution.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwickshire Plusnet  
Don't believe all the bad reviews! Here's one to even up the score (a bit!). Plusnet are brilliant, great customer service, rarely disconnects, decent speed in my area, great website. All good from me.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    5 stars
EXETER Plusnet  
Switching to Plusnet was worse choice ever, speed issues, regular dropouts of service, useless tech support, I’ve cancelled my contract, 3 months later they are still billing me, now going through Telecom Ombudsman to recover my overpayment. I’m currently writing this while on hold to Plusnet Customer Service, current wait 27 minutes...there strap line should be ‘we do you over’ NOT ‘we do you proud’. Stay away from this provider at all cost!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barkaway Plusnet  
Started well but then ran into problems with speed and drop outs.
Eventually got a new router but issues continue.
Their support teams are useless. Never reply or just lie.
Steer clear of them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bath Plusnet  
Still waiting on internet 2 weeks after calling and well over a week after it was supposed to be set up. I've tried calling several times to see what I the holdup is but 40 minute waits to speak to someone are unreasonable and not conducive to my schedule. If you can, go with a different provider
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Plusnet  
Broadband disconnects
Broadband is slow
Customer service is pathetic
Avoid at all cost
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Plusnet  
Wouldn't even recommend this broadband. They are so sneaky it's unreal! Transaction was taken automatically out every month (as suppose to) We believed they were still receiving these payments but they left it a whole two months to say they haven't received these payments we found out because they turned the broadband off..took it straight to a debit agency..without sending a letter not even once to give us notice or warning us..as we could of resolved this and made payment.. But as we didn't know we couldn't stop this going to debit agency. I took this higher to speak to their manager.. All they said they sent email (before I singed up with them I said I don't use my email)..but still required for my email. Funny enough once I spoke to their manager about how its not been doubt with in the right way or warning and stated how I didn't even receive a letter.. Yesterday 2/11/18 I got a letter from them (as I said I should of recieved a letter on first payment that weren't done) they sent one which explained yesterday that I was sent to debit agency and my bill was 300 and something pounds.. This letter has no date on it what's so ever so they've clearly covered there backs as every letter you have from company ALWAYS has a date on.. I'm appalled their are better broadband company's out there and this definitely isnt it. (I've had to write this on here for my mother as she didn't use technology.. She prefer the letter stysem way)..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
It's a matter of regret that plusnet is doing business as a fastest internet service provider where they themselves don't know what does it mean to them. My internet service has gone down for last two days and every time I call them, the telephone service informs that the waiting time is 60 minutes! How this can be possible in a country like UK where people are running to get things faster! I'm totally pissed off with this company's poor service!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Brighton, UK Plusnet  
Plusnet used to be great, especially for customer service, but since BT took them over, they have gone steadily downhill and are now bumping along the bottom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
W.Yorks Plusnet  
Applied to change over to plusnet for phone and broadband. Paid connection fee and set up standing order. After hearing nothing for 10 days rang and waited 25 mins to speak to someone to be told the order hadn't gone live so would have to start again. Then 2 days later email saying order had been cancelled. Another 20 min wait to speak to someone. Eventually a month later phone went live but broadband didn't work. Now I'm trying to contact someone and have already been waiting 25 minutes! Absolute joke wish I'd not bothered! Avoid plusnet is my advice! 0 stars for everything!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire Plusnet  
shocking broadband really slow buffering all the time customer service shocking takes 30 plus mins to get through when u call takes weeks to get the problem fixed been on going for 8 months now they have the cheek to want my money every month on service i dont get
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
wyke Bradford Plusnet  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Plusnet  
Terrible company-phone lines always have 20-30 min wait -promise to contact you and dont sell fibre speeds -charge more for fibre speed stays the same -appauling management and company -reported to Ofcom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Solihull Plusnet  
cut off for paying my bill!!!!!
apparently the system doesnt reconise manual payments,all due to being lied to when i first set up the contract now will have loss of earnings not impressed!want me to pay money i dont owe(they admitted) and pay to get put back on dreadful company avoid like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
yorkshire Plusnet  
Called to cancel my contract in due time to prepare for a provider switch because new provider could actually deliver what they promised, customer service was rude and didn't cancel the service.
Was charged when service was supposed to be finished, called in explaining I sent emails and did calls to cancel, customer service confirmed and said not to worry. Next week I find out I have my name blacklisted because of lack of payment of a service they told me not to worry that was cancelled. Obnoxious joke!
Credit score ruined for lack of competence, communication and disregard for clients!
Asked access to my personal information which they are required to send to me by law in 1 month time. Still waiting 3 months later.
Only good thing out of this is that Plusnet is digging a huge hole for themselves for when this goes to higher authorities.

Want to avoid ruining your life and patience? Look for others
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Manchester Plusnet  
I have been waiting around a month for plusnet to get my broadband up and running. I have spend around 4 hours in total sitting on hold and have still not managed to speak to anyone capable of setting up a router- which doesn’t bode well for a broadband company. Currently sat in a 30 minute queue to cancel my account.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Absolutely terrible, I'm getting around 14 meg download speed and it's supposed to be super fast broadband. Also the WiFi keeps dropping out. I called to tell them all of this and to tell them that I'm moving to virgin. I was given a load of vacuous excuses and hit with an early cancellation fee, I'm not happy about paying it but at least I'll be rid of plusnet and I can have some decent broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
I made a mistake and joined plusnet , onj 3three seperate occasions they cut my telephone off , be cause they finalt admitted a member of their staff had made a mistake , they also cut my daughter off who lives 100 miloes awasy , LOUSY company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Madeley Plusnet  
We would have given a -* if there was one! Absolutely awful, beyond a joke!
Initially speed slowed, rang to query, PN claims no issue! When PN discovered we know a bit about broadband, PN offered us two months free service, but then tried to say its only for line rental, not broadband! After more phone calls to complain, PN agreed includes BBand.
Then, we found we were charged for BBand the next month, when it's suppose to be free!
More phone calls, PN says their accounts doesn't show the charge! Had to forward bank statement copies etc, which we did.
No reply, no refund still
NOW, we receive an invoice for £40.80 for following month when it should still be our 2nd free month!
We've left PN, cancelled direct debit, lodged formal complaint with Ombudsman and instructed bank to claim back the £20.99.
Guess what? Just received another email from PN, saying they hate goodbyes, offering £19.99 service!
Talking about the bad penny ...
Avoid at all costs unless you're game for a journey through hell and back!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Since moving to Plusnet internet access has been sporadic at best. Often cannot get any access whatsoever or told WiFi is off when it is not. Have recently gone elsewhere for broadband as it was getting ridiculous. Being cheap is a waste of time when it don't work.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
Ordered and paid for Plusnet broadband to be installed back in August, engineer was supposed to install it on 24th September between 1pm and 6pm. They changed the time I requested to a time I couldn't manage and I had to make several calls, each time waiting 20 to 30 minutes to speak to a person, before I got the original time slot reinstated. Organised to be at home that afternoon however at 5pm got a text saying the engineer wasn't coming and I needed to reschedule within the next 2 weeks. This wasn't possible (I work and they don't do evenings or weekends and won't narrow their 5 hour time slots)so I cancelled installation and was told I would get a refund of my £73. This was on 24th September. Phoned on 9th October as I had not received a refund only to be told they hadn't bothered doing anything as they can't put the money back in my account and they need to issue a cheque - my bank is online, no branches. After getting nowhere with either of the people I spoke to I agreed to accept a cheque which they said I would get to me in 15 days. 15 days later, no cheque. Phoned yet again, apparently they meant 15 working days and I will have the cheque by Monday.
Today is that Monday, and still no cheque.
My money, Plusnet has held since August, failed to show at the appointed time to install and failed to refund despite agreeing they would over a month ago. Tried to phone, minumum 20 minute wait time. To quote one of their managers, "what do you expect me to do"
  • Satisfaction
    1 star
  • Customer Service
    1 star
Perth Plusnet  
my internet is down since 15th oct and customer service giving team excuses everyday over 2weeks since then. please see below email i have received today.


Thanks for your call

As we discussed over the phone you are going live on the 1/11/2018 i do apologize for this , but there is no quicker way of getting you live and for that we can apologize , if you have any other queries feel free to contact us.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mitcham Plusnet  
I had plusnet for two years , the broadband speed and reliability was so so, but I stayed due to price and their much heralded customer service. I came to the end of my deal and decided to leave. Tis is when I saw another side to the company. I explicitly told them I would be leaving, they received notification that I was leaving by new provider, have still sent me a bill for a service I no longer receive from them. I have had numerous calls to say this has been corrected but still getting emails trying to recover the bill, they said would be cancelled back on the 12th October and they in fact owe me money has I cancelled the service and I had paid in advance for the following month (that is how they charge). When I have been dealing with their customer service I have found them to be rude and misleading. Not wanting to hear what my difficulties are but just going numerous times thru data identity protocols first. Then I am still in a position of again having to resolve the billing issue but when I call no matter what time of day they are dealing with a high volume of calls and the wait time is going to be anywhere between 15 to 30 minutes
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Birmingham Plusnet  
It has taken sooo many complaints to get away from these poorly performing people
Best customer service???? That is a lie
Blamed the exchange then the router and then the line...cut my speed twice and still it drops out
Disgusting service and terrible customer support
I will be moving to a cable service.
Plusnet you should take down your adverts as it is a lie
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Coventry Plusnet  
Customer service so so so slow, painful. Helpful when you actually get through. Not always skilled to solve the problem so sometimes you have to ring again.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Wiltshire Plusnet  
Absolutely appalling service. Been on hold now for an hour with a very simple/ straightforward query concerning my non existent upgrade to fibre which I was promised yesterday would have taken place by midnight last night. No one is able to tell me anything AT ALL today. Useless. Regret trying to upgrade. Waste of time. Current speed is 3.9!!! Says it all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hope Valley Plusnet  
Please read below correspondence with plusnet, it should be enough for all of you to stay well clear of them:

Question #183696057 - Your Feedback< Back
Your Response
10:01am, Thursday 18 Oct 2018
[Ask a Question about another aspect of your Account]

I’m thinking of leaving

Could you please tell me how much it will be to leave you, the internet has gone down 3 times in the last hour and a half, you said it had been fixed, it clearly is not, the service is appalling, look at my history from day 1

Your Response
12:18pm, Thursday 18 Oct 2018
and again just now, 4 th time???????????????????
Your Response
11:29am, Monday 22 Oct 2018
its just cut out again, when is someone going to respond?????????????
Your Response
10:20am, Wednesday 24 Oct 2018
still waiting ????????????????????????
Your Response
8:21am, Thursday 25 Oct 2018
Hi, Still no response, i will take it that no early exit fee is applicable if i have no response within the next seven days, i think that is more than fair, i will not bee contacting you again.
[Our Support Team will respond to your question soon. Please only add further comments when absolutely necessary.]
[My question has been resolved]
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Absolutely useless. Broadband in and out like a fiddler's elbow! Mainly out though so home security cameras off line for 3 weeks of September. Cancelled my contract as Plusnet not fulfilling their part of it. Went to pay last bill on-line - Error page, phone lines say 5 mins waiting, currently at 15 mins while typing. Previously was at 50 mins so just moved to Virgin, lost patience waiting. Still can't pay on line, all emails are no reply - Why bother with Plusnet, they've clearly over subscribed and cannot cope which means you will never have good service no matter what. Very poor.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scunthorpe Plusnet  
i emailed them on the 18th and several times after regarding my internet keeps dropping out (has been since day one, about 9 months), they still cannot sort it, have not responded to any of my emails, it is now the 24th, AVOID at all costs, they are useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
In transferring our broadband to our new home, PlusNet accidentally cut our phone & broadband services 2 weeks early, leaving me, my wife and our 1 year old child totally cutoff while trying to move house (there's no mobile signal in the middle of Exmoor). Upon learning the consequences of their needless mistake, PlusNet chose to...shrug. I told them about the precarious nature of trying to move house with a 1 year old without any telecommunications, and with a certain amount of actual physical danger, and they managed only a limp apology. I had anticipated at least some kind of compensation to reflect the distress and very real danger we were put through by their cock-up, but they offered not a sausage, and seemed determined instead to slither out of such basic human decency. Once we'd finally moved (not easy for all the above reasons) I felt compelled to change providers. Can you blame me? I received no contact from PlusNet asking why I wanted to leave. Once I had left I finally heard from them: they told me I owed them a £165 'early cancellation fee'. This was an insult to an already egregious injury. To know my particular situation, to have it articulated clearly and respecffully, and to still happily leave me - and my family - swinging in the wind, then to want to take more money from us in an act of bald profiteering, leads me to the inescapable conclusion that PlusNet is quite simply *amoral*.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Exmoor Plusnet  
Utterly disgusting service, never witnessed anything like it before. Very regretful at having signed-up but wanted cheaper deal. Not worth the hassle. Each telephone call takes at least half an hour to be answered plus another half hour when you are transferred to a different department. Staff all pleasant and sincere but nothing gets done. The most frustrating experience ever, save yourself the bother and stay away. Well away. I wanted to give Plusnet no, zero, stars but it doesn't allow that. One star is extremely complimentary.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rossendale Plusnet  
Terrible broadband service from start to finish. Was sent two router both didn't give the speeds advertised. When I wanted out they came up with every excuse under the sun, spoke to me like a piece of ****
Thankfully I only had a 12 month contract but I had to pay it despite not even being able to use for the past 2 months. Gone with another provider now and works fine so go figure why it didn't work with Plusnet. Shall never use again and will strongly advise others from using them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
MALVERN Plusnet  
Absolutely shocking.. I get 1mbps upstairs on my smart TV and that with all other devices turned off. Rang them on and off for nearly 11 months. When I tried to cancel they put me on hold for nearly an hour each time I called. Still not got anywhere with them. Total nitemare of a provider.. next step is to cancel direct debit and launch their router in the bin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdare Plusnet  
I decided to move from Plusnet to a different provider however when it became evident they couldn't match the line speed their sales team said they could I went back to Plusnet. Since going back I've had nothing but trouble. I had to join as a new customer because apparently my old account had been terminated. However since then I have continued to be billed for my old and new accounts. Each time I ring them it's at least 30 minutes on the phone on hold ' don't believe what the automated message says about wait time. Its always longer' I've been told numerous times they've sorted and even have emails confirming cancellation but the bills still keep getting generated.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Cumbria Plusnet  
Originally had both my London and Brighton properties on PN for over 5 years. Unfortunately service in London got intermittent and slow, so we swapped. Early this month, same started in Brighton, contacted PN customer service, draconian, unhelpful, unable to email, long queue to talk on phone, live chat doesn't work, complaint, PN offered 2 months free service but still charged following month.
When we contacted PN, they couldn't find the credit on my account! Had to forward copy of my bank statement to show debit!
We've now left PN totally ...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
I'd rather eat a brick than ever having to deal with this company again. Just been on the phone for an hour with some arrogant aggressive woman who didn't even comprehend the most simple of questions and just kept angrily reciting my own contract back to me. DO NOT FALL FOR THIS TRAP! They promise you 66 mbps and they only give you 20-30 while locking you in a contract for maximum cost. Learn from my mistake and stay far away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Guildford Plusnet  
The worst customer service ever!!!
I applied to join them online for broadband only and immediately they two initial fees from my credit card. The second day, I received email from Plusnet that my service will be delayed but they have quickly set up direct debit on my account. The development made me to check the offer given to me by the current provider and discovered that the offer was far better than Plusnet offer. I called customer service and need to be on queue for about an hour before my call was attended to. After security check, the lady who attended to me cut off the call after I told her that I wanted to cancel and needed the refund of the two fees taken from my card. I had to start all over again to be on phone queue to pass on my message.

Nearly a month that money was taken from my account, I am still waiting for the refund. They are just in it to quickly take money, get interest on the money and not give service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Plusnet  
Moved from Sky in August 2018, mainly due to price and a cashback deal. What a mistake. The billing system is a complete nightmare. Billed twice for 1 year's line rental, went overdrawn. Then received 8 emails and numerous text messages stating I would be disconnected and fined for a bill that I hadn't received and wasn't due for another 3 weeks. The only saving grace is that their customer service people try their best to fix things even though their systems are absolutely awful. Can't wait for the contract to end and move to another provider. Avoid!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Bradford Plusnet  
AVOID LIKE THE PLAGUE!!!! We bought their broadband but after reading their T&C's, which said it can take up to 10 days for the broadband to be set up and their cooling off period was 14 days we cancelled the next day. This was the 9th September and we still haven't been refunded for the initial payment. Each time I've called I have been lied to. Clearly thieves with no care for their customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Redhill Plusnet  
upgraded to fibre, very unstable,fast and slow all the time. worse still can't get through on phones to complain about problems, its been rubbish for weeks now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
coleford Plusnet  
I have just spent 32 minutes holding on to speak with someone about my poor broadband connection. Have now given up as all I've got is music and a message saying sorry!!!! It takes on average 44 seconds for each page to load. Even had "problem loading page" message due to interrupted broadband when trying to get to plusnet site. Not impressed. A year ago I would have recommended Plusnet to anyone. Now their customer service is non existent.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Okehampton Plusnet  
The broadband was ok, nothing special. I changed providers for a better deal and have had nothing but problems since. The wait to speak to someone on the phone was almost an hour, they didn't sort the problem and I'm still getting bills and demands for money 6 weeks after closing my account. Absolutely useless customer service
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Essex Plusnet  
Internet has gone down 4 times within the last 4 hours, they said previously it had been fixed, obviously not, it cuts out at least once a day and they do not care, there is no customer service, the advert on the TV should beremoved for false advertising "Plusnet doing you proud", REALLY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Unbelievably useless. After screwing up closing my account and continuing to charge me for months, I spent an hour in total (no joke) on hold. Eventually I manage to talk to someone who can do something about it, they promise it will be refunded.
The refund comes through a week or more later, and they screwed that up too. Sent me less than half my money back.

So here I am again 'we're sorry for making you wait blah blah blah' another morning wasted thanks to Plusnet.

The worst part is I was a 4 year customer until we got FTTP and used to recommend them to everyone (worked as IT sysadmin) so now I have to go back to these people and tell them I screwed up and recommend moving over to Zen ASAP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk Plusnet  
Absolutely astonished by how bad the customer service is. They took payment twice, argued about it, helped themselves to another £200 with no prior notice, and tried to charge £50 to cancel the contract despite being only 2 days in. Now, 6 weeks later, still waiting for a refund of the initial payment because a 'note was not put on the account' that a refund should be actioned. Now, after a total of 3 hrs on the phone, I am to await a cheque (!?!?!) which should be here within 3 weeks! Amazing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bury St Edmunds Plusnet  
had no phone line for weeks i had a mild heart attack and couldnt use the phone for an ambulance internet slow wifi rubbish luckily a carer came around and made the phone call stopped the d debits going to vodaphone on the 29th theyll get no more from me
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
herts Plusnet  
Changed to another provider but they continued to bill me regardless. I cancelled the direct debit to stop them overcharging me and found that there was no way to contact them. Access to my account was frozen becauSe I hadn't paid what they had billed. I tried emailing, raising a query online, replying to their email and phoning. Phone wait was 30 mins minimum, but they supplied a number to text them. Thought I'd try that but when I pressed send, my mobile told me that there would be a supplementary charge - and of course it was a lengthy email. Back to phoning and in a queue. Writing this whilst waiting - and right now, the music stopped, a phone was ringing.... AND THEN I WAS CUT OFF!!! Of course, if I don't pay, my credit rating will be affected. Ombudsman, I think.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
LEICESTER Plusnet  
Been a customer for many years. Now when I need them to show me their true colours - (I've a dead landline provided by them...with no mob signal in village....and I've just returned from major cancer surgery in hospital) - they are just crazily unappreciatuve of my plight and will be be a minimum of 3 days with no landline connection! Unbelievable!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Brassington, Matlock Plusnet  
As with a number of other reviewers exactly the same shambolic customer service. Again as with a number of other reviewers, I placed an order for broadband and phone and they took payment straight away. An agreed date was set for the engineer to install the service. 2 weeks later i got a ‘courtesy call’ message and then low and behold later that day an email giving an engineer installation date a further 2 weeks from the first agreed date with no explanation. After a number of calls including multiple waits ranging from 35-40 mins to 15 mins to be passed from one ‘dept’ to another I eventually found out the infamous ‘automatic order system’ had cocked up and hadn’t assigned the engineer installation order even though I had a confirmed date. What a load of cobblers! They must have known and the mysterious ‘courtesy call’ yet nothing was mentioned about this, I think this was clearly a fishing exercise to see if I would accept the extra wait. I would call that a little suspicious. I insisted on keeping the original installation date but they wouldn’t have it. So I have cancelled the order on principle even though I will have to wait for the alternative provider to install the service. I asked for my money back, to be then told the refund would take 20 days! Bloody disgraceful service from the start! Their adverts promote best service, no hassle, does what it says on the tin blah blah blah... rubbish and a con. Avoid this lot at all costs
Newcastle Plusnet  
Ok actual internet speed but shocking customer service due to a recent change in there billing that does not account for the rewards amount. You cannot print an accurate VAT receipt and they don't even care or return your calls.
I cannot believe they didn't fully test there new billing system before rolling it out.
I'm done with plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Plusnet  
Spent the last 45 minutos on the phone and nobody has answered my call, nor solved the issue
  • Customer Service
    1 star
St albans Plusnet  
A victim of their own success! Initially speed OK but still slower than advertised. Now my download speed varies from a miserable 3 meg to 10 meg and unreliable. Calls to speak with them now on hold from between 10 and belive it or not...35 minutes. I will move as soon as the contract expires.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
billingham Plusnet  
How Plusnet advertise itself as being awarded "best customer service" is a joke. The company has obviously grown too quickly and are unable to manage- avoid at all costs- shambolic with an average wait time of 20 minutes. Suggest they start employing more people and remove the dishonest and inaccurate 'best customer service'strap line.
  • Satisfaction
    1 star
Birmingham Plusnet  
For a few weeks now broadband speed has been reduced 0.1 and 0.4 on average. 20,30,45 mins on phone and no answer, unable to contact by e mail. decided a week ago to leave, what happens, broadband speed comes back to normal. Spoke to a girl in Sheffield? this morning and she blamed students ordering broadband at universities. I'm still leaving then.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Anglesey Plusnet  
Really didn't want to give any stars. I've had plus net for astound 4 years with no prob. They've changed me to fibre about 4 weeks ago and it's been a nightmare since. Would never recommend this company. They continue to blame it onto the BT connection.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newton Le Willows Plusnet  
Customer Service is a joke, you have to wait over 30minutes every time you call and they simply run through the same sc ript time and time again. Had to chat to them two days running because they cannot even pass between agents for then to get back to you. Had nothing but problems every time we have issues in getting it sorted quickly. Go somewhere else and save yourself the hassle later!!!!
Sleaford Plusnet  
Good dishonest broadband from Yorkshire, and the worst customer service I have ever come across. Overcharged from the word go , line rental increase within a couple of months and now hidden cessation charge added . Good riddance to the crooks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Basingstoke Plusnet  
Do not use, shocking customer service and dreadful broadband. Extremely difficult to contact, only option is to be on hold for 30 minutes plus each time as online chat is never available. Broadband speed is appalling, and no help to improve issue. Finally managed to get out of the contract and they've continued to take payment despite being informed we were leaving. Back to waiting 30 minutes on hold to get reimbursed! Worst provider EVER.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Carlisle Plusnet  
I won’t recommend it at all for the following:
1-from the first day, I was told the speed will be 35 MB, however it was ranging between 10-20MB, when I complained, the answer was the 35MB is theoretical and it rarely or never reaches 35. So they Didn’t tell the truth.

2- I started to have regular momentarily disconnections which invalidated my BB service. Despite this serious problem, the technical support confirmed the remote line test is normal. Absolutely useless.

3- their online chat service is always unavailable, they don’t have e mail and if you call them, the waiting time is 20min. More than once after 20 mins, you get someone suddenly ending the call.

My opinion and judgment came after a long year with useless service..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Plusnet  
Changed provider and they still took money from my account!!! And am still waiting for my money back until now !!!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Forget about the rest you've just found the best Plusnet is the best broadband and telephone provider I have used I used TalkTalk and every month the bill was increased plus the internet was useless Plusnet is so reliable internet speed is excellent and I am 100% satisfied with this service I recommend Plusnet excellent company
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Plusnet  
BT are pretty crap, but Plusnet take the prize. Withholding money, lack of delivery, poor performance. Customer service - don't make me laugh. What a bunch of clowns. Utterly chronic.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Angus, UK Plusnet  
Much lower speed than promised (genuinely horrendous), struggling to get hold of anybody to make progress with complaint. I shouldn't have swapped.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
Avoid at all costs, the worst company I have had the misfortune of dealing with. I placed an order for broadband and phone and they took £31.99 payment straight away. 2 weeks later I got an email saying that they due to a system problem the order had not gone through. I decided at that time to ask for my money back. I spent 3 calls on hold for over 40 minutes I was told the refund would take 20 days it has been that and I am still waiting. The staff are unhelpful don't care and the customer service is non existent
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Perth Scotland Plusnet  
The worst customer service I have had in my life from a company. Please avoid at all costs. I paid £31.99 to take out landline and broadband I then got an email to tell me there was a system problem and the order didn't go through. I made 3 calls waiting over 45 minutes. I was told I would get a refund but it would take 20 days, no sign of it yet, the staff you speak to are thick, I was to,d it was a different system to take than a refund system. Please do not go near this inept company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Perth Scotland Plusnet  
Do not join plusnet they tell you lies they told me I would get a refund back to my bank now they said it'll be a cheque whick I have to wait 14 days for not acceptable will take this further
Halifax Plusnet  
APPALLING SERVICE! I’ve been waiting two months now for my WiFi service! The first time they took my payment to sign me up and then when I waited two weeks had no recollection of my account! (Quick to take my money though) the second time I’ve been waiting 4 weeks for my router arrive. Called three times and on the fourth time get told they have taken my address incorrectly! I’m so angry I wish I could cancel. I would have ordered from elsewhere if I’d known they would be so incompetent!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
London Plusnet  
I know the service quality aspect is determined by the state of BTs network but the wireless router supplied by plusnet was awful. However what I found most repugnant about Plusnet is their out of contract billing policy. My reasonably priced service soon became a £52 monthly charge for.... nothing. So you need to watch your bills. Of course plusnet offered a better deal when I contacted them to leave but the damage was done. Trust lost, customer lost....and never coming back. In summary poor equipment and scandalous billing practises. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Bournmouth Plusnet  
I've been with Plusnet for many years now and was used for testing when FTTC first came out as I was local to the exchange that was doing the testing,
I accepted this offer and was advised I would still be paying the same rate I currently pay for the adsl but for FTTC, years past and I moved and was also allowed to move the FTTC deal with me! great!! but the contract renewal came around again and the paperwork/documentation at Plusnet had me down as adsl and not FTTC (this wasn't a problem in past renewals) so when I renewed the contract they dropped me down from FTTC to adsl so no internet!! they said get an adsl router and it will work -nope it didn't -cut a long story short the fibre clips on my line stopped the FTTC from working!! for 15 days and I work from home - my mobile 4G got hammered!! I wanted to stay on FTTC so they put the subscription up for me! the amount of calls in to Plusnet to try and resolve this was unacceptable!! so I said let me cancel the contract and I will moved (I saw a better deal being offered by takltalk at the time and wanted to take it....Plusnet said that they would price match the deal so I stayed but they didn't match the deal and was taking the full amount from my account, I raised this with them after seeing the full amount come out of my account and they couldn't find the price match offer I was offered or the call recordings of the calls and now they will not let me leave without paying an exit fee - currently £146.77....I cannot wait to leave Plusnet and will have to see out the remainder of my contract cos I feel giving them the exit fee is a slap in the face for me!! I will move when my contract is up and will not use Plusnet again or recommend them to anyone, what I have learnt from this is always take a full name of the person you are speaking to and write down the date & times of the conversation :(

Plusnet - We'll do you proud! what a load of b*llocks
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
chigwell Plusnet  
been with them for 2 weeks
guaranteed speed of34mb/s under contract
dropped to 3.6mb/s
have sent complaint 7 days ago no action
cant get thro on phone, web chat non existent
avoid these cowboys they are crap
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
matlock Plusnet  
Perfect since the day it got activated. Top and consistent speed 24/7.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sheffield, UK Plusnet  
Over many years, I had been with most of the big BB providers and hated them all - then I tried Plusnet; what a breath of fresh air...! not the fastest but fast enough. Not the cheapest but cheap enough. Never try to take payment before it is due then cut you off, like others do. Have to wait a bit when phoning them but no longer than any of the others. Reliability of service was best I have ever experienced. They even give reductions to your monthly payment when you introduce new customers. I was with them until moving in with friends for a while and now, having a new place of my own, I will definitely go back with Plusnet - wouldn't even consider any of the others. I recommend Plusnet above all the others I've tried (Virgin, BT, Sky, TalkTalk, etc., etc., etc.)- hands down...!
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Lancashire Plusnet  
It now takes an average of up to one hour to get through to customer service. I was out of contract with plus net so decided to pay line rental up front and negotiate another contract. Fine , no problem except they are still invoicing me at £45.00 per month. No e mails,just a load of hot air from customer service people promising me a refund. And this is adding another half hour to the phone call. I wish I had never signed up with them again, as I can I’ll afford to keep paying this large amount each month. worse than talk talk service and that is saying something.... I will not be renewing after my year that’s for sure....
.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derby Plusnet  
I don't even know where to begin. I call and try to organise wifi for myself and I'm told it will be live in 10 working days. Fine. 10 days comes and goes? I don't have an e-mai, modem or anything never mind my internet. I call. 40 minutes waiting time!! I'm told they can't find the line???? They had to call another company to ask them. Don't know whether to laugh or cry at that. Then they said they'd e-mail with an update. NO update but I have suddenly been 'opted in' for several marketing channels?!!! I then have to call and chase them (another 30 mins) and I'm told they found the line (talk talk told them) BUT FORGOT TO PUT IN AN ORDER FOR THE MODEM!!!!!! So thats been ordered now and I've been told the 17th is when I go live........ I'm a 4th year uni student who's falling behind for lack of internet. And no mention of any kind of compensation. DISGUSTING. Only thing they haven't forgot to do is bill me.
Plusnet  
Farcical company. I've had no phone since moving to them. They don't seem to care. I've had two engineers out who have both blamed Plusnet but Plusnet keep blaming OpenReach. They contradict themselves on the phone, close tickets that are still open and have terrible call wait times.

Avoid at all costs. They won't even let me out my contract despite them failing to deliver. That's them just put my ticket on pause for 2 DAYS. I've already had no phone for a week and a half.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Dunfermline Plusnet  
Avoid this disgusting company. I have just stared a business and was due to go live yesterday with plusnet broadband. I am on day 2 with zero internet and it’s a business line, I have lost thousands of pounds in revenue as most of my bookings are on line, I also take deposits which I can’t do as I can’t use my pdq machine. I got to work at 8am this morning as an engineer was supposed to come between 8-1, but didn’t turn up. When you try to speak with a person In the business department expect to be on hold for at least an hour. I must have wasted 6 hours between yesterday and today just to speak to a person and get absolutely nowhere.
It’s stressful enough starting a business without all this, I have never before experienced such poor customer service and lack of care. This has bee an absolute disaster to my business ns they offer no compensation whatsoever.
Now I have to look at another provider delaying my internet even more. I’m so upset and stressed about something that is so avoidable the worst company I have ever dealt with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Brighton Plusnet  
Wanted to cancel contract after phone stopped connecting to the internet for 2 months as there was a problem with the sim.
Lady on the phone was very short with me and was not very happy to help me. She asked a LOT of questions to identify myself and wasn’t very patient about waiting for my to find information that I didn’t expect to have to give.

God to be leaving them and moving to EE.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Nottingham Plusnet  
After 2 years with Plusnet on Superfast Broadband I came to renew my contract. When I put my postcode into a third party website the cheapest price for a similar speed was 30% cheaper. Plusnet were also on the list offering a price 25% cheaper on the two comparison sites I looked at. I thought 25% less this was good enough so I would stick with Plusnet but when I phoned them up the person on the phone stated that that price wasn't available to me as I was in an expensive area. I told him that I had put my postcode in so the area was known so this was fraud. He said that I should take it up with the comparison web sites. When I asked to speak to the supervisor I was simply put on hold without him saying he was going to connect me to anyone leaving me no alternative but to hang up. As far as I am concerned this is appalling service and yet just another example of existing customers being treated badly.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Carradale Plusnet  
Is this attempted theft?
Having paid £225.83 up front for a year's worth of line rental with Plusnet, after thought (and some truly terrible customer service), I decided to cancel the contract two days later. I was assured cancellation was complete along with a full refund. 28 days later, not one penny has been returned!
Worst of all is, if I had not checked my credit card statement, I would not have seen that the money had not been returned, in which case, would I have ever have seen my money again?
Have Plusnet contacted me - even once- about this issue? No, of course not.
Take what you will from my experience, but I'm not going anywhere near this company again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Chester Plusnet  
HORRENDOUS. No customer service whatsoever, can't get through to them on the phone, their online chat is never available. Been waiting over a month for our internet to be set up and it's still not done. Waste of time and money - we're still being charged despite not having any internet or phone or anything. If I could give less than 1 star I would. AVOID Plusnet at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northamptonshire Plusnet  
Customer service waiting times are a damn joke!!! 50 minutes on the first time i needed them when i wasnt getting broadband on the day the promised. Then 45minutes a couple of weeks later! Appauling!! Employ more staff and make it better!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Nottinghamshire Plusnet  
To start with at the beginning of setting account and agreed monthly price they kept increasing the amount so ended up paying double. Cannot get through by phone as I had to as wifi was down for 2 weeks when I finally got through the agent did not care offered no help and no offer of refund for the time out of service. So I cancelled and again they put extra charges on.
Plusnet  
Absolutely AWFUL!! Waited over and HOUR for customer services. I had cancelled the service - they still kept on billing me. And this is for a Business service. "We'll Do You Proud" - REALLY!! SO BAD!! DO NOT USE THEM!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Horsham Plusnet  
Absolutely disgusting service. Broadband is rubbish, staff untrained and just cut the phone. Pay for a service and have days with no signal. They refuse to send bills over and put ridiculous charges. Stay away from these !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
dont go with these if you have a problem always between 40 to 50 mins waiting time trying to take extra paymants of me even though i have cancelled worst customer service ever
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
tamworth Plusnet  
HORRIBLE IS UNDERSTATEMENT..Poor internet connection, poor customer service, they speak to you not even showing like they hear or understand your frustration, you go off the phone not sure of what to except or what action they are going to take. I was just waiting to come to an end of my contract so I can leave them and I was told I have to pay a CEASE FEE of £30, yet I have come to the end of my contract..the cease fee is even more expensive than my contract. and why should I pay them for leaving.. What a JOKE..its not like I am cancelling my contract half way, I have actually come to the end, paid my final bill and am told need to pay another £30 for leaving them. ABSOLUTELY WORSE PROVIDERS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
Went over to plusnet from pop telecom.diffrence is like driving a French car to a Mercedes!!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Anglesey Plusnet  
AWFUL customer service. AWFUL. AWFUL. AWFUL.
A 30-40 minute wait on the phone. finally spoke to someone who promised to ring back an hour later. Three hours later still not called.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Brighton Plusnet  
Avoid. Totally. New in the game and can't tackle technical problems head on. Once there's a fault with the broadband or phone line, the team can't adequately diagnose the problem. Totally avoid
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Hertfordshire Plusnet  
DO NOT GO WITH PLUSNET. Worse service I have ever have. Spent half of the year on hold to them. Really unhelpful with any problems and I had so many problems! Tried to close my account so many times and they continued to take money from it despite saying it was closed. Absolute nightmare company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Plusnet  
After moving house I wasn't able to stay with my old provider so decided to go with plusnet as I heard they were good, big mistake. The router is dreadful and I can not get a signal from it upstairs or in the kitchen, had to buy boosters to get a connect, only a 2 bed room house so not asking the router to send over a large distance. Speed constantly drops. Whenever you try to call support they are always busy amd wait times are 30 + minutes. If you're cinsidering plusnet my advice would be to keep looking
Motherwell Plusnet  
I rang Plusnet regarding my recent bill. I held on the line for twenty minutes before getting a reply only to be told that I had rung the internet service and was cut off. Not good service.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Cwmbran Plusnet  
I went with this company as the promote their "customer service". The truth was that their customer service is TERRIBLE. Cannot get through by phone (too long to wait), not available on Chat, never answer Tweets and no email option available. They lie. Their customer service phone-handlers know nothing about broadband. All in all, bad and even worse for the fact that I was expecting something better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Bristol Plusnet  
Oh dear, Whatever has happened! They have had a new billing system and everything has totally gone south. The actual service technically has always been good to me. But, I recently ordered an upgrade from Fibre to Fire Extra. The change date came and went, no upgrade. I got billed for another month on the old rate (which was more) and sent a shiny new 18 month contract (I was previously out of contract). So no upgraded service, no reduction in monthly billing, but a new 18 month contract. Various attempts to contact plus Net via phone and chat. On the chat they couldn't access my details and told me to call them another day! When I eventually managed to speak to someone (it took several days as I kept running out of time - they're call waiting times are 30 - 40 minutes) Went through it with one agent to discover he couldn't help or see my billing tab. Eventually got transferred to the customer options team (on the phone now for 41 minutes) They could see no change order. So now I'm moving to another provider. I will steer very clear of Plus-net for the time being until they get their billing system sorted out. I got a cheaper deal elsewhere anyway.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Exeter Plusnet  
8 phone calls to them around 4 hours on the phone trying to close my phone contract
STAY AWAY DONT TOUCH THESE PEOPLE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
TEIGNMOUTH Plusnet  
Plus net is by far the worlds *****est broadband service. Their employees are completely inept to do ANYTHING you ask them. They left me without WiFi for a month, continuingly pushing the start date back. If you want to waste your time and money, plusnet is the broadband for you. A 6 year old could do a better job and sorting out my WiFi than plusnet employees. Absolutely ridiculous and the whole company needs to be shut down. Never spoken to a bunch of mentally challenged people in my life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I have never received customer service like this before. Ordered broadband for 12 months at discounted rate by paying in one lump. Continuous string of delays and fob offs that the broadband can't be set up. Phone line was set up quickly however, and Plusnet wanted to charge for the phone line over the six weeks without internet. A very obnoxious customer service agent shouted at me on the phone to tell me that I have to pay for it, whether I wanted it or not. Even though I only needed line rental for the broadband, and their welcome email stated that they would be set-up at the same time. When I cancelled the order and went to Sky (who were very good and set me up with good service in less than two weeks with a price match), they didn't pay my refund. Everytime I contact them, I receive the same string of excuses as to why they haven't been able to pay. They have been sitting on my £200 for 4 months now, and I still don't have it back. They are very difficult to get hold of - you have to sit on hold for a long time, and when you get through, the person answering the phone doesn't have the information needed to answer you and simply opens an online 'question', which repeatedly gets put on hold for a week at a time. I have had to go through my credit card provider to claim the money back from them, as I have had no success myself, and feel like I am banging my head against a brick wall. My advice - do not touch this company with a barge pole! Go to Sky instead - they know how to speak to their customers politely as well.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwick Plusnet  
NOT EVEN HALF STAR IN ANY POINT IF POSSIBLE......
==MINUS NET
MINUS NET
---NET
FROST NET
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet has become utterly unreliable - currently TRYING to report slow speeds each month. 'Trying' because they cannot be contacted. No email. No Chat. And currently (they say) 40 minutes phone wait time. (Which means it will be MUCH longer!) So, can't easily get online and can't ask for help. Stuck - and all to save a few quid and protect the senior managers' bonuses, no doubt. I'll leave as soon as I am able.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Worcester Plusnet  
Do not believe the marketing hype, they have rubbish customer service and mid term price rises.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Reading Plusnet  
Summary - Don't bother, they make Talk Talk look good!!!

We were without business broadband for over 3 days. You had to wait over an hour at a time to talk to someone who couldn't really be bothered to help and just said there are issues on the network.

RUBBISH
Switching providers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Anglia Plusnet  
Never again! After they cancled our first installation date we had to wait over a week for the next available appointment despite this being the companies fault! The installation person was then late despite having a 6 hour window in which to turn up and I had to wait on the flat for him to turn up.! After waiting 6 hours then received a text from plus net saying the install with our job has our number and will ring before he arrived meaning I’d wasted my day since he’d ring before he arrived anyway!! Appalling customer service. Never again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Plusnet  
DO NOT GO WITH THIS COMANY!! GETTING A REFUND IS HARD WORK AND IT WILL PROBABLY TAKE AT LEAST 3HRS OF PHONETIME TO GET THROUGH TO THEM!! DISGUSTING CUSTOMER SERVICE!! I AM ABOUT TO TAKE THIS TO TRADING STANDARDS AND TO THE THE NEWSPAPER. PLUS NET DOESNT CARE ABOUT CUSTOMER SERVICE... I HAVE NOW COMPLAINED AGAIN AND NOW HAVING BEEN PLACED ON HOLD FOR A FURTHER 45 MINUTES ON TOP OF MY 1HR ALREADY!! STAY AWAY FROM PLUS NET... still on hold and it’s not been 1 hr 10 mins!!
  • Satisfaction
    1 star
Newton abbot Plusnet  
STAY AWAY...nothing plus about plusnet more like `MINUSNET`
4 weeks now with 95% downtime. When connected i can`t even browse the internet ( email,banking etc.) Over 3 hours,in total, lost on the phone waiting. It`s something else every time you phone them. They don`t know of your previous complaints. They`ve asked me not to turn the router of for ten days so that the network can stabilize itself!? Ten days? They treat you like a fool and delay solving your internet so they can charge you another month! They identified something wrong but they can`t tell me what it is over the phone so they booked an engineer. Engineer never turned up as scheduled. `No internet, we don`t care, will charge you good !`plusnet
I`m switching TODAY !
P.S> using my mobile network internet to write this review.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barrow-in-Furness Plusnet  
Plusnet will not even ring you back avoid worse than the black plague a total waste of time not really surprised on their service everyone's the same now
  • Satisfaction
    1 star
  • Customer Service
    1 star
dudley Plusnet  
For a company that advertises their great customer service I have honestly never experienced worse. On average 40 minutes wait time to speak to someone in customer services, all just to change an address. Horrific service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
London Plusnet  
People normally feel the need to comment on these review sites only when things go wrong, which is understandable. People feel a need to vent their anger. That's why so many of the reveiws are negative. (Check other providers reviews, they are all the same).
Just thought I would add my thoughts about Plusnet.
I've been a Plusnet customer for 11 years, at two different addresses. In all this time I have had only two problems - both were underground cable faults and out of the control of Plusnet. I received instant account refunds for these problems.
The router I have now is two years old has been faultless, with excellent wifi coverage, no dropouts and easy to setup and modify. (I previously used my own routers).
I can download and stream HD/UHD films, music etc without problem, and the download speed has always been exactly as promised.
Like all providers, their customer helplines can be very busy, but there is the ability to check online just how busy they are, how many customers are waiting and the average waiting time. So you can see the best time to call. (Google 'plusnet call wait times').
So overall I can recommend Plusnet.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Guisborough Plusnet  
the worst company ever
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk Plusnet  
Just took £10 extra from my bank on Phone 45 minutes messaged no reply online chat no reply finally told I am not in contract any more. Tv ad says it will never go up while in contract it did then got email all through contract but not this month not to be trusted believe me.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Manchester Plusnet  
What can I say about Plusnet !! Expensive ,Broadband speed rubbish and intermittent, equipment old looking out of date , customer service , shoddy and useless , rude staff, judging by the amount of time they have you on hold and pass you from pillar to post if you have a problem they must employ about two people . We have gone to BT before the contract ends , rather pay the penalty and have much better equipment and service , Plusnet will do you proud ..LOL !! Avoid .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halifax Plusnet  
Was promised the earth, got a handfull of dirt. Bad service, told lies and had to wait for my service, which did not give speed as advertised. Can only say BT / Plusnet are a bunch of cowboys. For goodness sake plusnet is part of BT but one agent I was trying to deal with was denying it, how stupid can they be. PLUSNET IS A BT COMPANY, Yet they regularly blame BT Openreach for problems, their problems, inhouse problems, but deny the responsibility. Unless Plusnet step up to the plate, they will die through BT arrogant lack of service. As I said Plusnet IS BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southend Plusnet  
Absolutely terrible internet. Everyday I'm baffled that my housemates and I actually pay money for this pathetic excuse of a service. Really terrible. Constantly drops out throughout the day, and when connected is often a very slow service, the internet on my phone is faster and more reliable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fulham Plusnet  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Having signed up with plusnet based on positive reviews, I fail to see where these positive experiences have come from.
I recently moved into a new flat and when calling plusnet, was told that there was no active line in the property. I knew that the previous tenants had not cancelled the line so thought this was surprising.
I specifically asked whether this would be the case with all providers and was told no matter who I went with, I would need an engineer to come out to re-activate the line. This meant an additional £49,99 as plusnet would not wave the charge.
After deliberating on this, I called back the next day and was again told that no matter which provider, the line was cut and an engineer had to come out. I made a point of repeatedly asking and they kept saying that yes, other providers were the same.
Believing them at their word, I agreed to paying for the engineer, (even though Sky would have been cheaper) because I was willing to pay a little extra to have excellent customer service.
Imagine my surprise to find that there was an active line!! The engineer was equally surprised, said it would be working with another provider and wasn’t quite sure why/how this has happened.
When calling plusnet to report this, I was told that this was not their fault but that maybe sky had incorrectly registered the line as inactive. I explained that in this case, their sales agents should not speak on behalf of other providers. I was told that they felt that they were being honest and upfront. I explained that they should not speak on behalf of other providers as this is not correct. Either blame Sky OR align with them and take responsibility. You can’t have it both ways. After a 45 min conversation, Kyle (customer service agent) asked to remain on the line. A while later he came back and said “ I have spoken to several people but because you are already signed up to a special offer, there is nothing we can do except to say sorry”. In disbelief, I asked “so if customers have signed up to a special offer, they have to just accept poor customer service?”
I was told “your complaint is valid, we will take your feedback into account and feedback your concerns but we feel we have done nothing wrong and will not offer you anything but an apology”.
What a joke!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Uk Plusnet  
Customer service is turkey terrrible. I waited on the phone in a queue for over 30 minutes and I got the feeling the operators were just putting me on hold so that I wasn’t able to change my now expensive contract at the end of the contract period
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
AVOID WOULD GIVE NO STARS IF POSSIBLE! Disgusted with service I can't wait until my contract with these thieves is over! I called 100s times over the course of a year but was on hold so long that I've only ever been answered for three of thous calls. When we moved in and had the broadband it never reached above 2mb even though our contract is for 17+mb we had to only use one devise on the wifi at a time due to it being so slow. I was told to just reset the box or that there was no fault (BEWARE they WILL charge £64 every time they "don't" find one) I was never offered an engineer call out even though my landline and broadband didn't work. Eventually someone with some sense helped and sent one who discovered the issue was with the wiring on the phone poll to our house so it has been there since moving in. I then disputed that fact so as to get compensation for at least 8 months but was told as a "good will gesture" I was only able to receive £60 which barely covers the cost of calling them on my mobile since my landline didn't work let alone the charge I was given by Plussnet themselves for the apparent no fault in the first place. Trading standards states that the company must provide at least 50% constantly of what it contracted I received less then 12%! To top it all off the manager was very condescending and I hope I never have an issue again so that I don't have to speak to them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stourbridge, Plusnet  
you took payment by direct debit then sent me email saying you hadn't. There is no way to send email to plusnet. Sick of being on hold for up to an hour then talking to rude unhelpful staff. I was told you don't have an account department, and he does not have a manager!!
  • Satisfaction
    1 star
cheltenham Plusnet  
PlusNet is poor. The fibre speed was slower than regular Sky and the service was unreliable. i have had 5-6 BB providers in last 10 years and PlusNet are the worst. As a final humiliation, I left and they continued to bill me. I cancelled my DD and they started sending threatening letters and 'cut me off'. When they agreed the refund, they asked me to reinstate the DD and they simply took more money. They now owe me a substantive sum that I can't get back and have spent hours on the phone (usual 'we are experiencing a high volume of calls' rubbish). Award winning customer service, not!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheshire Plusnet  
I just don't Adam & Eve it, Get this i got Fibre optic, and guess what i get a poorer service than broadband, when i try to open a web page it takes ages, and when i call pussnet i have to wait 20+ minutes etc. And finally when i get through they just tell the same old story as before. Fibre optic, man that's a rip off, when you don't even get it. I get better internet from my phone data 4g
  • Satisfaction
    1 star
  • Reliability
    1 star
Lanark Plusnet  
Plusnet have taken on the same idea as car insurance discount for new customers and charge more for loyalty
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Lichfield Staffordshire Plusnet  
AVOID. Their service doesn't even deserve the one star I was forced to award to complete this review. Plusnet failed to cancel the service provided to he previous tenants. They then proceeded to charge us as incoming tenants despite having no intention of providing a service. When we rang to confirm delivery of the router we were told this had not been processed but the operator could not tell us why. After calling back on a different day we were informed that our order had been cancelled (although the direct debit had not been)! After some digging with a different provider we found out that as Plusnet had failed to cancel the previous tenants service (despite their request for Plusnet to do so) and so we could not obtain line rental until the previous tenants, who we were not in contact with, had confirmed the cancellation AGAIN to Plusnet. Despite this being entirely Plusnet's error we have had nothing by way of even an apology let alone compensation for the delay in receiving an internet to our new flat. Their service is disappointing and has caused us a lot of stress. Particularly it is quite concerning that despite cancelling our order they continued the direct debit and didn't offer a refund of the set up fees until we queried this.
London Plusnet  
I feel the rating one is far too good for plusnet. I am so disgusted. They have rude people on the phone and the so called manager no wonder his co worker thought it was funny to try belittle me. I will be reporting both of them in due course. I suggest people think twice in joining plusnet I will be going else where.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex Plusnet  
I am absolutely disgusted with plusnet first of all I had a person who was rude when I could not access my details. I asked to speak to a manager who was worse he was appalling I will be reporting him and his co worker. I will be changing companies and will not return to plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex Plusnet  
Broadband working fine.
It's the customer service... clever trick, make all your advertisement about how great your service is, and then, it doesn't matter whether it's rubbish or not.
Mistakes with billing dates, 30+mins waiting time, online chat permanently unavailable. Nope, they didn't 'do me proud' one bit...
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Hook Plusnet  
was very happy with Plusnet up to 2 months ago, now i can not watch anything online. pages keep crashing, has got so slow and unreliable. as for getting in contact with them, easier to chat to God, canceled my BB with them and have now gone elsewhere. just 3 weeks of their rubbish service till new BB starts up. roll on the 1st of October
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Belfast Plusnet  
I've been a customer for over a year people on the customer care line fantastic but the outreach engineer made me feel uncomfortable in my home with comments that made me frightened.
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bolton Plusnet  
Very disappointed in PlusNet. Got it when we moved to a new place and was extremely slow and unstable. They are not easy to reach. Chat is never working, email just leads to a repeat of things you have already tried. So you need to call them for which you will have to wait at least twenty minutes every time. They tried some things to repair. Didn't really help. Got an engineer in, which made it work better but still slow and not reliable. They claim it works fine and we are stuck for another year with rubbish internet. Can't wait until it is over.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
This company has some nerve charging over a fiver for their service. We switched from ee a few months ago and I've had to upgrade my mobile data package it's that bad. I have been taking frequent speed tests on ookla and IF it connects to the server I've only once in the few months I've tracked it seen it go over 5mbs on download. I pay for Netflix and Amazon prime and can't enjoy films on either because of the buffering, and if it's not buffering it's unavailable because the internet has dropped for the 3rd time in 30 minutes. I've tested speeds in prime time and low times and it's always the same. I see the little ! Next to my Wi-Fi signal more often than not.

I would call them dial up quality. But that would be an insult to dial up.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Coppull Plusnet  
I made a big mistake by signing up with Plusnet last week.

After I signed up, a relative told me I had made a big mistake. They said they used to be a Plusnet customer, but left after being told constant lies.. He told me to read the reviews on Trustpilot, and to cancel straight.away.

I cancelled over the phone within 12 hours of signing up, and I was promised that a refund of £38 was issued and I would have it it in 3 to 5 days.

8 days later and after not receiving the refund, I phoned up Plusnet..I was on the phone for over 2 hours. I spoke to 4 different people and put on hold 3 times for half an hour.

The first 2 people I spoke to, told me a blatant lie in that the refund was issued,and the 3rd person hadn't got a clue and passed me onto the 4th person.

The 4th person confirmed that the first 2 people I had spoken to had lied to me, by telling me that the refund had NOT been issued, and used the excuse of technical difficulties and said they would send a cheque instead in 10 days time!!

I refused a cheque, but he told me that I had no option.

I then received an email saying a cheque would be sent within 21 days! What a complete joke!

I have been in touch with Ofcom and my card issuer, and both have told me to get back in touch when the cheque doesn't arrive after 10 days, and they will both take matters further. Ofcom also told me they have received thousands of complaints about Plusnet and my own problem is extremely common. They also told me I will not see a cheque during this millennium.
  • Satisfaction
    1 star
Bradford Plusnet  
Decided to change my broadband and phone provider and sadly did not research enough!! BEWARE of the rubbish they put out there. Connecting to the internet has been a nightmare, having to keep switching on and off to get any, the speed is snail pace and to top it all I had an email saying I had to top up my calls for my landline as I was up to my limit!!! What limit, I was not informed of this added expense and now find that I am paying £20 more per bill than I was previously, SAVING Oh YEAH!!! all the hype and adverts is a load of rubbish and I have been truly caught out. If I didn't 'top up' I would be charged more on top!! Hooked into a 12 month contract that I can't get out of without further expense. I am thoroughly disgusted with this company and how they operate and will be telling family and friends to avoid like the plague! BEWARE landline and broadband so called deals - RUBBISH.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NORFOLK Plusnet  
Are you thinkiing of joining plus net? Try it...Befote you sign any kind of contact call the customer service ( pretend to be a current customer) and see how long you are going to wait ( customer support) on the phone! I had the worst experience since the first day.... Are you planing to join? - Its looks like you’re looking forward to go for a Bahamas or Antigua Holiday! ...Once you get on the board of the Jet you realise, you are in the wrong plane as you fill totally on your own while the “stewardess “ are getting drunk with your money while the “pilot” is having the parachute ready for himself and directing the flight ( booked with your money) towards the Bermuda’s Triangle! ...if you are happy to feel let down or lonely then join plusnet...it may work better to explore the past and prevent the future....Good Luck ...I am glad , I am out....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Plusnet  
Just moved to this guys and within 48 hours of my service I am sat here tethered to my phone with no internet.
Support is virtually non-existent; I have been on hold for over 1 hour on the phone and online chat is disabled due to no advisors being available.
Under no cisrcumstances consider this company for your broadband. I should have stayed with Sky :(
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chesterfield Plusnet  
I joined Plusnet and then changed my mind about half an hour later. I called and cancelled and they said that was fine. Three days later, they took £80 out of my account and made me overdrawn, which will now incur charges. I have tried calling them and tweeting them, but they are refusing to give me my money back. Avoid these crooks at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Plusnet  
After waiting over 30 minutes to chat to someone, we were told they could only refund from the day we rang up to tell them of the fault even though there was technical proof of our broadband fault over 3 weeks!.
We were told in the first place we would receive a refund and goodwill gesture. We are now changing providers.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Surbiton Plusnet  
This is a weird company. I understand they are owned by BT so I blame BT for their incompetence. Service response is appalling. You wait on the line for ages then you get cut off when transferred. I have just called them and the message said there was a 30 minute wait. They answered within 2 minutes!!! Were they just trying to get me off the line? I wanted a VAT invoice but they said I would have to move to a business line which would cost me £36 a month instead of the £21 I am paying for a residential line. The service is exactly the same! I just hope that by posting these terrible reviews this company will cease to trade. BT should be ashamed of itself.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Been with plusnet for nearly a year with broadband and mobile phones. Broadband amazingly slow even though we have fibre. Mobile phones suspended claiming they have been unable to collect payment even though the payment has left the bank on the correct day and a £10 late fee applied to add insult to injury. All you get from customer services is a sorry and that they will waver the late fee as a gesture of good will!!! Good will??? Really cheesed off with this company now and will be dealing with them through the ombudsmen from now on.
My advice? Do not contemplate even entertaining this company. There moto of "plusnet does you proud" is a Christmas cracker joke in itself.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Kent Plusnet  
I spend hours on the phone waiting while Plusnet help other customers. I've had a problem with emails recently. Most of their staff are very friendly but not necessarily helpful. Today I encountered one whom I felt was distinctly unfriendly and not very willing to help. I responded by pushing him and we solved the problem!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lancaster Plusnet  
No broadband for 2 months but still billed, also charges of over £60 to leave, hours wasted of my time on the phone! Cancelled the subscription only to be emailed back an hour hour later to say welcome back to Plusnet !!! I don’t think so never again.
Horwich Plusnet  
Being a customer for 7 months, internet has been moderate for the rural area.
I planned to move address and not take okusnet with me so booked cancellation day of the 30/9/18.
They closed my account in the 7/918 and have left me without broadband or phone for 3 weeks. Not helpful when you work from hone often. Asked to be switched back on and the reply was yes you can have the phone line back on Monday but the B.B. will be a week. Sorry for ya being complete idiots and closing you down early have a nice day!!!

Do not entertain Plusnet as a phone and broadband supplier, long wait time on customer service, direct debits cancelled and have to be reinstated through the term due to their incompetence and they choose when to close your account after you’ve given them a date.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Richmond North Yorkshire Plusnet  
In my personal opinion, I think that this horrible network provider is the worst I have ever seen in my life because of the sheer lack of network reliability and the atrocious speeds that are given and the fact that my price per month increased at such a rapid rate I went from 20 pounds a month to like 40 a month its absolutely disgraceful and downright shocking I really expected more from a provider that guaranteed me a stable internet connection and a fixed price
glasgow Plusnet  
3 times I wait for ingineer to come to install the new router and no body come. From 2 month no body fix it .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
London Plusnet  
My broadband has crawled to near a stop. Plusnet have closed their email contacts, their Chat shuts down whenever it gets busy, they take an age to answer the phone then don't follow through on what they promise. And then you're back to square one because there's no way of contacting them again...
Nightmare way to run a business!
But I bet their bosses bonuses keep going up which is, after all the main thing, isn't it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcester Plusnet  
This company are the pits! Wish I'd never signed up with them. Long story but basically they cut off my line for no reason, then couldn't get it back on again, had to send an engineer who told me the fault was at the exchange and sorted it, now they're trying to charge me for the engineer. Many hours spent on hold and speaking to unhelpful (I'm being kind) people
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Chippenham Plusnet  
Plusnet keeps you on hold for an average waiting time of 30 minutes and when you finally get through you sometimes get cut off/disconnected so you're expected to phone them back and wait for another life time before getting through again.
Why can't they have the decency to phone you back so they can at least try and rectify your problem instead of ignoring it. I joined Plusnet for their Customer Service but what a load of rubbish they are.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Plusnet  
Switched to save a few quid a month on broadband costs£23.99p instead of £31.50p for John Lewis. Ended up with bills for £94.93p for the first month because no one would cancel the JL despite me phoning and doing so four times in six days. Still don't know how they figured I owed that amount. Plus Net helped themselves to two random amounts via direct debit,in the space of a week from my bank account for services I was not getting. Spent hours and hours on the phone to both parties trying to get some sense out of them to no avail. Longest wait to speak to some one? 46 minutes!!!! Made 12 phone calls before finally cancelling after the router stopped working. The final straw that broke this camels back. Still waiting for refunds from Plusnet and JL,not holding my breath. An absolute shambles. Do all the "customer services" people at these companies(same people for both) have degrees in incompetence from the university of Couldn't Care Less?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Wellesbourne Plusnet  
Such a bad start I cancelled before I gold even get my router from Plusnet. I paid upfront for the yearly coat, almost £200 and I received absolutely nothing for about 6 weeks. When I tried to contact them their customer service was poor. Very long waits on the phone, mostly incompetent staff when I eventually got answered, and online chat help no help either. When I finally asked to cancel and have a a full refund they messed that up too by giving me a mixture of multiple notifications that I'd cancelled one day and still giving me others about my order and account the next. Then they STILL sent me a router out. Clearly they don't have a communications system that is organised. Don't waste your time. It cost me wasted time, energy and money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Luton Plusnet  
5 Days only with Plusnet
Where to start
Bill discrepancies
20 Minutes wait on phone, girl very pleasant but did not seem to understand when told problems
Impossible to chat online, keep being told to try later
We want to cancel, but have no means of doing so
Glos Plusnet  
Worst, most incompetent dishonest company I have ever dealt with.After 12 days with no service,many broken promises and numerous lies,I cancelled the contract.They then refused to give me my pack number. Absolutely disgraceful
  • Speed
    3 stars
Brockenhurst Plusnet  
Terrible! Absolutely terrible. Paying for Unlimited Fibre Extra broadband and getting analog dial-up modem speeds. Nothing wrong with the setup. Just horrendous service from PlusNet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Maidstone Plusnet  
I can't fault them. Changeover was no problem and efficient. Easy to contact if necessary. Hope this all continues. No reason to think otherwise at moment
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
BEDWORTH Plusnet  
We used Plusnet in our student house for two years. Be wary, we got a good deal to start but after 18 months the price rocketed. The speed was generally okay but unreliable and often dropped out several times a day.
The worst aspect was the service at cancellation. I was the account holder so the £34.98 total was taken from me every month. I called and cancelled the contract in June, paying the extortionate £30 cancellation fee on top of our final bill. The account was supposedly closed, but come July the monthly bill was taken from my account again. I called several times over the space of two weeks to rectify the issue and it took almost the entire month for the company to refund me.
Come August, the did it again. Once again I had to call and call, and finally sort a refund. That took 10 working days to get to me.
I was and still am shocked and appalled that the company billed me not once but twice after I had cancelled. Incredibly frustrating and the service from the team dealing with my issue was basically dreadful.
I would avoid plusnet, it turned out to be one big con.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Canterbury Plusnet  
I took out a 12 month contract , for the first month the broadband didn’t work at all - they only refunded £2.50. The customer service is shockingly bad , I’m still having problems with it cutting out now but have given up the long queues trying to talk to someone ... just counting the weeks now until I can swap - NEVER AGAIN!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Isle of Wight Plusnet  
Looks very cheap but be aware that this is a scam-like enterprise. Make sure to read every single line in the terms and conditions - this is really where they try and trick you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Contrary to most reviews I can only speak highly of Plusnet. They recently provided us with landline and broadband. Their communication was excellent via text and they honored both target dates for connection.

So far our broadband speed has been excrllent. To date Very happy with Plusnet.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
surreyli Plusnet  
Stay away from Plusnet! When setting up the contract, great, then your on your own, no email address, web chat when somebody is there which is rare, just passes you around , as for ringing them, don't bother, 20 mins plus waiting, then passed over, and over, min call time 35mins only to be spoke to like an idiot. I tried to cancel as the increased my monthly charge without any notice, the smug guy on end of phone said, we sent you an email, you didn't respond, you've got a charge, £72.90!!! They are liars, checked my mail box, nothing at all, told them to resend the email with date on as proof, surprize, they say they can't do that, told them the broadband is slow, useless, phone line been dead 3 weeks, sent me a ticket, said wel fix it, after fixing said a charge £65.00! Unbelievable, how about advising first there MAY be a charge at which point I would have said don't bother, I'm cancelling, customer service awful, broadband awful, they do NOT, do you proud!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
BEWARE: Appalling service in every respect. About to change provider because Plusnet failed to make their service actually work in our house. After the broadband starting off more or less ok, though with a far weaker signal than our previous provider, the wifi then ceased to work properly, dropping out constantly and sometimes being totally unable to connect. It appeared to be because of an older plusnet router so we replaced it with the newer one the company sent. Yet it never worked with the wifi, the connection dropping constantly and often failing to connect. We were then told by technical support that often the automatic settings on Plusnet routers do not work well with Mac computers, and to change the channel to 1,6 or 11. None of these solutions made any difference. I called Plusnet again, who rather than trying to think of other solutions told me quite rudely they could not guarantee any kind of wifi service. Since my computers and phone do not have ethernet ports, this means the Plusnet service cannot work. I have never encountered this problem with any other provider in any other country; the wifi works perfectly well on my Mac and iPhone. Why Plusnet find it so impossible to deliver this service is beyond me. Their customer service and technical support is ineffective at best and extremely rude and arrogant and worst; the service has a serious flaw in that it is not well adapted for use with Macs (which a huge number of people own, so it seems extraordinary) and overall a waste of time. in particular the last person I spoke to at technical support spent the entire time arguing and making excuses like 'well we don't guarantee wifi' and 'connections drop a lot in London' (constantly to the point where the service is unusable?Never encountered this before-plus irrelevant to mention, I'm hardly going to turn around and say oh that's ok then, I'll just keep paying for a service that doesn't work) and not once saying 'ok let's see what we can do' and all in an extremely rude and unhelpful tone so I gave up, ended the call and cancelled the contract. Don't bother, unless you only use a PC connected to ethernet and don't mind being told when you call for assistance that it isn't their job to make your service work. Third-rate company with no respect for its customers, incapable of providing the service you pay for.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Plusnet  
When switching over from John Lewis, we were told and even sent a letter that we would be able to keep our @waitrose.com email address. The customer support person did not tick the box to keep email address and therefore, even though we were sent a letter which stated that we would be able to keep our email. As well as this, we have had to contact the support countless times because they failed to change the email on the account from the one which is @waitrose.com after 2 calls. The troubles did not end there as we were overcharged on our first month and it took another 30 minutes on the support line for the issue to be solved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Bristol Plusnet  
Wish I hadn’t bothered to switch to fibre band, nothing but trouble since I switched to fibre. They need to spend less on tv adverts and more on providing what we are expected to pay for. It keeps dropping out and they keep blaming OPENREACH who then blames PLUSNET ETC ETC, more like a tennis match than a service I am paying for.. Steer clear
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Dartford, Kent Plusnet  
I have been with Plusnet a few years nearly seven and one thing I like about Plusnet is the one of cost for a static IP ideal for our CCTV system to keep connected when not at home broadband is fast enough for me with a. Few devices mainly wired to use the internet there has been problems with the underground wiring and rodents chewing but once reported and the line checked for a few weeks on test openreach fixed it the same day and the open reach chap was great I would say the call times can be very long unlike before when I first joined call times were five minutes but now can reach 30 minutes but on the whole I'm pleased with Plusnet even though they are not a perfect provider they are by far one of the better ones as the internet is usually stable and works well that is Plusnet
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Staffordshire Plusnet  
Ongoing broadband speed issue, PN customer service finally replied, accept our previous complain and offered two months free services. Due to this offer, we contemplated remaining with PN.
However later we realised PN only gave us line rental free, but still charged us for broadband, the higher portion of our monthly bill!
Again when we tried to contact customer service today, their support response via ticket form had crashed, left on queue with their online chat and was also left waiting on phone for 18 minutes before being answered.
Due to this latest fiasco, we've finally decided to leave PN as we cannot see PN surviving in the increasing competitive ISP business environment if this is how they treat their customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Broadband turns on and off automatically, WiFi speeds are UNSTABLE.I cannot watch videos without buffering. It has been a horrible experience with Plusnet. I cannot wait to finish my contract with them so I can move to another provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Upon Tyne Plusnet  
Had them for 5 years. For 2 years we have ADSL with speeds of 11mpbs, which good but we needed faster internet. So we decided to get Plusnet Fibre extra. Its been amazing can't remember last time it went down, speeds of 75mbps and brilliant customer service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
WORTHING Plusnet  
Plusnet sell themselves on great customer service but quite frankly the service is shocking - great when they want a sale, terrible went you want some service. Was due a refund of over £200 more than 4 weeks ago and still not received anything - had to take it up with credit card provider to get any action.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    3 stars
York Plusnet  
I moved to plusnet because of the mantra about customer service and quality etc... all I can say is, what a load of pants. I have found them to be incompetent and ineffective, and incredibly difficult to get ahold of. ide rather they didn't make such a big deal about there "UK" based call centres and just enough staff to actually answer the phone (or webchat!)
I have had multiple problems with my connection which has meant that my connection speed has been a 1/4er of what it should have ben for nearly 6 months whilst they attempted to fix it. when I asked for compensation for my time and hassle in discussing with them I got told "they don't do compensation". when I asked to speak to a complaints team they said they didn't have one!
I would 100% not recommend plusnet to anyone. really poor experience all round.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Plusnet  
Their customer team are polite & responsive but other than that the experience has been pretty poor.

I signed up on the promise of a £75 cashback. I've had to chase this twice now and still haven't received it.

The service promised a minimum speed, which since we have had it has already dropped below to 4.1 (which is almost unusable).We are in central London so not really any excuse either.

And the chat service if you are an existing account - not a new customer - almost never works.

Not impressed.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Awful broadband turns on and off automatically, WiFi speeds are unstable, can barley watch videos or play games without buffering and lag just overall a horrible experience with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Plusnet  
**Avoid PLUSNET**

Terrible experience with Plusnet from start to finish. When I first signed up I was without internet for 6 weeks because they could not get it sorted.
Then when they did get me a connection, it didnt even work. Spent hours on the phone and chat to customer service to be told something different each time. 2 engineers had to be sent out at separate times and told me there was no issue with my line and it was PLUSNET that were the problem. The engineers recommended a different provider due to their bad reputation. No apologies or money off for the inconvenience.

They even had the cheek to charge me for the period when I was not provided with any service. Spent weeks trying to get it sorted and get refunded.

The whole time with plusnet my internet has dropped out and I do not get anywhere near the speed I pay for, despite paying even more for unlimited fibre. Total crooks!


Service is terrible yet they increase their prices each year! £35 for internet! Yet other providers include TV, mobile and internet for less! Switching to a provider for £11 less a month for the same internet package.

I am now leaving them due to their appalling service, which is slow and unreliable and their customer service is shocking.

Very dissapointed with Plusnet. Keep your distance and save yourself the hassle.

***AVOID PLUSNET****
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
Slow speed, 5.19Mb, connection drops twice a day at same times, once at dinnertime 12.00 then again after 4.00pm.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Rotherham Plusnet  
What an absolute pile of crap! Kept charging me twice a month and always told me they would refund it. When contacting plusnet services, every person is absolutely rude and no manners at all! Would never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Plusnet  
**** AVOID USING PLUSNET ***

Called customer service four time. Each time over twenty minute wait. Was promised to be called back twice and no one did. Broad band speed okay.
****** Broadband Reliability is AWFUL. Drops out every day about 4 to 6 times. They wanted to charge me £65 if nothing was found by an engineer. AVOID LIKE THE PLAGUE ****
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bromley Plusnet  
Stick with sky or bt.
Poorest broadband ever, very slow and I am yards from the exchange box. I think it's fraud and purposely slowed down as I never had this problem with onetel, o2, sky or bt. Avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Terrible. Kept overcharging me. Internet kept dropping out. Paid for a year up front but kept getting billed. After leaving plusnet had to cancel direct debit as they were still charging me. Very bad service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Oxford Plusnet  
broadband can be a bit slow at times but
not really too much of a problem for us.
customer service is excellent,always very
helpful@as the advert said"it sorts stuff
out".
well done@thank you
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
torbay devon Plusnet  
This was supposed to be the most seamless of a house move transfer. Same exchange (feniscowles), same telephone number - what on earth could go wrong ?!?!? Placed the order on 22 July 2018 and still waiting to be connected (16 August 2018). Missed deadlines, loads of apologies and yes, they do seem to be trained in how to say sorry in a few different ways. What a fool I was to stay with them. Should've read the reviews. Avoid at all costs. Plusnet seem to be at the lowest rung in the openreach ladder. Will call them AGAIN on Saturday (18 August 2018) to check the progress on my order but will attempt to leave this silly and v unprofessional outfit. On a par with talk talk. In fact, sounds like both companies swap staff on a weekly basis
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn Plusnet  
Plusnet's broadband service is absolutely horrible. Online gaming is impossible unless you have no other internet-using devices online. Ping is so unstable, ranging from 9mbps to thousands. Download speed also fluctuates constantly, usually at around 16mbps. Upload speed rarely surpasses 1mbps. Overall, I would not recommend this provider if you have more than one person using the internet at once.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Haverhill Plusnet  
Signed up with Plusnet 3 weeks ago. Still without internet as they haven't even placed the order yet!!

It took them 2 weeks to activate a phone line that was already active with a working number.

Every time you contact customer support they palm you off and transfer you to a different department.

Currently have no idea if/when i'll be getting internet and this is badly affecting my work.

They were quick enough to take my money but haven't delivered on any promises so far.

Avoid at all costs, Pay a little more and go with a more reputable company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I signed up to Plusnet but really wish I had read reviews first! I regret signing!

Internet speet 2 meters from the router drops to less than half a mbs download. I had to buy an extender to be able to use the internet at all. Internet is still extremely bad and not usable at all during peek times (8.30pm - 11.00pm, 9-10.00pm around the worst). During peek times I cannont watch TV or use use a computer!

I tried to get this resolved, but was advised to purchase a better router (they supplied the router in the first place!). Paying more money to have basic working internet defeats the whole reason I singed up as the cost would have been higher than my previous provider I had just left. I did decide to buy a £15 extender from Amazon - this has helped but not resolved the peek time drop.

I tried to cancel within 14 days of the service going live only to be told I couldn't as the 14 day cancelation period starts the day of signing to them, which very conveniently ends when the service goes live!

Almost daily I was uploading screed shots (had to use my phone's mobile data to upload them which was crazy when I should have had internet!). About a week into uploading evidence of extreme internet drop outs at peek times I received a message to say they had closed the case as they felt it was resolved - NO IT MOST CERTAINLY WASN'T).

I have found an internet channel that is slightly better for peek times but the internet is still poor during peek periods and I'm stuck with it.

All in all I regret ever signing and wish I'd stayed with sky. Who knew interenet could be so varied between providers?!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leigh-on-Sea Plusnet  
Changeover day and they have forgotten to send the router! Basic, but unforgivable error given how much we rely on the internet and was expecting a seamless switch.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
Dorset Plusnet  
Been with PN for a few years, recently noticed slow BBand speed, supposed to be 55 - 80 mbps and rise in monthly payment for BB and phone line, so called to query, confirmed by customer service and options team who both did speed tests, confirmed low speed at 5 mbps and offered new contract at higher rates than advertised on website. Then Tech team claimed their test returned 65 mbps, refuse to accept other tests as if implying we're all lying!
When we started to complain, PN's customer NO service overall demeanor changed to the typical no supervisor available, Manager will call back tomorrow etc block came up.
We were happy with PN initially but not now as they seem to be resting on their laurels not realising there are other competitors out there with better options and customer service now ..
Needless to say, we're now hunting to change our ISP asap.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Brighton Plusnet  
3 emails and no response. 3 phone calls after holding for 15 mins hanging up. Then when I did get through once got told the system was down and I would be called back within 20 mins - I’m still waiting. So lied to by Isabel in customer services. Absolutely disgusting, diabolical service. What makes it even worse I am calling on behalf of my elderly mother. Plusnet should be ashamed of themselves.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mk Plusnet  
Signed up to Plusnet after stressful house move, story goes like this... PN - installation will take two weeks
Me - OK fine I'll do without phone broadband until then.
Installation date comes around and take day of work and wait at home all day. No response, I call them.
PN - No sorry your appointment is tomorrow.
Me - Not good enough, why didn't you let me know.
PN - We emailed you
Me - ah yes you took down my address incorrectly.
Me - Why didn't you call me - Oh yes you took down my mobile number incorrectly as well.
PN - We can install tomorrow
Me - OK i'll check with work. I get back to them.
PN - no sorry we can't do tomorrow, will have to be in 10 days time.
Me - No apologies, really poor customer serivce and they had the cheek to threaten me with a £70 fee if I missed the appointment.
Plusnet ... they'll probably NOT do you (or themselves) proud.
You can't even contact them by email, only on-line (will not connect as they are too busy) or phone them - expect a 20+ minute wait before getting passed around like an idiot for thinking they have great customer service.
In the end went with EE - no fuss, no problem just a bit more expensive.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
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
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wirral Plusnet  
Used to be ok, speeds no where near those advertised but ok.
Now (aug'18)download speed 0.78mbps, upload (0.03mbps).
No help from customer service at all, just "it must be your end", but logged on to neighbours wi-fi (with their permission) and all is fine.
Go somewhere else.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Plusnet  
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.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    1 star
Welwyn Garden City Plusnet  
My contract with plusnet has just run out so I came to this site to look at alternative providers. In the 18 months I have been with plusnet I have had no reason to contact customer services. Service has been consistent and uninterrupted. My family have a multitude of devices and all online together, no problems. i find the speed sufficient says 58mbph. Was looking to save money by shopping around but now not so sure
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Birchington Plusnet  
Shocking, internet keeps dropping out, plusnet say there is not a problem, there clearly is as it has just dropped out again and i have lost half a days worth of data inputting, i cannot even get a live chat with them to discuss leaving early and going with a decent internet provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Unfortunately after 4 weeks of waiting i have had to cancel my order for broadband, every time i called customer services i received different information about my order. Hugely disappointed with the customer services of this company. If you wish to have internet, don't use them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hertfordshire Plusnet  
I am very disappointed with Plusnet. Customer service and troubleshooting are so slow and inefficient when I need a little assistance to improve the speed and get better coverage around the house. Definitely not worth our money with the fibre band.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Plusnet  
Shocking customer service, cancelled my order before installation as they kept changing activation date. Trying to speak to someone in customer service was really bad they kept passing me over. Lucky escape I think.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ANTRIM Plusnet  
Customer Service 0/10
Worst customer service don't bother trying to ring them as I don't think they actually have anyone answering the phones. 26 minutes today in the end gave up.
Broadband speed 0/10
Alleged guaranteed 3meg (can't have fibre) not once have they reached that & the Wi-Fi signal is non-existent. Sat in the same room as the router ran a speed test & got .32meg. My security system relies on Wi-Fi, my door bell as well, my heating system also relies on it so basically all of it is null & void & trying to get this company to help well basically I have now given up. Asked them to put me on the waiting list for fibre as per BT their response we can't do that. You have to request it, hold on BT say that my supplier has to request it & as their parent company is actually BT can you see where I'm going with this.
Broadband reliability 0/10
It's shocking. When I asked them

Would I recommend them HELL NO & their adverts on the TV obviously they've paid for all of their awards because from what I've experienced no way they've got awards for customer service, reliability or anything else for that matter.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weston Plusnet  
Poor company. Put prices up several times during the contract. Not valuing customers. Broadband service was poor in the evenings.
When I left, they continued to bill me for nearly three months, harassing me and pestering me for money I did not own them. Had to contact them several times for them to eventually take notice and sort things out. Wasted far too much of my time. Customer service and care inexistent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
COLCHESTER Plusnet  
DIABOLICAL

Just took £71 from my bank account months after they assured me that they wouldn't. Cut a long story short it was for an engineer call out to fix an issue that was beyond our control. In several conversations with agents and managers we were assured that we would not be charged as the fault was not of our doing. I'm absolutely livid. I'm out of the country so my wife has tried to deal with it but the agent just kept barraging her saying 'Were you aware of the charges?' to which she replied, 'We were told that we would not be charged otherwise we would not have accepted the appointment'. The guy then tried to call me wife back saying that he'd found the message which proved that we were told that we shouldn't be charged. Could he not have done that beforehand? Regardless, barraging somebody over the phone and essentially using bully tactics is not on. They are refunding us now but it's beside the point
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln Plusnet  
BEWARE of joining Plusnet as they have a lot of hidden fees. Especially when you move houses yearly. I had a 12 month contract and came to the end of the contract. As soon as I let them know that I'm leaving, they said there was a 30 pound fee for removing the broadband from the line. I have used 3 other providers in all my years in the UK as a student, and I was NEVER asked to pay such a fine. Not to mention I have been having drops in internet connection during the whole year and all they did was send an engineer to fix it once. It was never fixed, and they said they couldn't do anything further to fix it. NEVER AGAIN.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NEWCASTLE Plusnet  
I am a new customer. Router not arrived ,customer service apologetic but no help. Looks like router will not arrive until after weekend. They sent the first router to the wrong address BUT neighbours there whom i know have not received it. Its Rubbish !
  • Satisfaction
    1 star
  • Customer Service
    1 star
LONDON Plusnet  
I was with plusnet for a year and received wonderful customer service and fast Wi-fi. I moved to another city in the UK and unfortunately there was a lot of complications surrounding getting plusnet set up at this location. Therefore I decided to switch provider. I was very concerned I would have to pay a leaving fee as I was still in contract to plusnet. However I spoke to a wonderful customer service advisor Chris Sanderson who was absolute excellent. The fee was cancelled as they appreciated they were unable to provide Wi-fi at the new location and as a sign of good will. Unbelievably happy with the service plusnet provided and would recommend them to anyone. If I move again to an area with plusnet I would certainly look to setting up a Wi-fi account with them again.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Nottingham Plusnet  
I have had nothing but trouble since transferring to Plusnet. I was given a date for connection and this was not met (over a 1 week delay and no contact to let me know). I was fobbed off for a week with various excuses, before threatening to leave and suddenly being told I was connected 20 minutes later. However, my troubles did not end here. My connection still wasn't up and running because they had entered the wrong details on my line, so it took another call lasting over an hour to get it finally connected. My unlimited broadband was actually slower by about 10MBS than my previous standard broadband and the upload speed isn't even worth speaking about, it's so slow. Having spoken to someone today, I have been told that I have been connected to standard broadband, rather than fibre as per my order. I also continue to be billed by my previous provider so Plusnet have not even completed the switch properly and I'm now paying two companies for a service I cannot use. Annoyingly, the other company is actually Plusnet trading under a different name (John Lewis) so I'm really paying Plusnet twice for a service that doesn't work. Each time I call Plusnet I'm in a call queue for at least 40 minutes only to be fobbed off, told to call back and speak to a different department, given wrong numbers etc. I'm so disappointed in the service I've received up to now. I have been told umpteen times that my issue has been rectified only to find out that it hasn't later. When I have asked to speak to a manager I'm told that someone will call back and no one ever does. When I have asked to leave I've been told that I will then be left with no phone or broadband, so another inconvenience - not customer service at all, just fine, we're washing our hands of you. Terrible. As soon as I can leave I will, and I won't be going back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
Having previously read about Plusnets supposed great service I signed up for an 18 month contract. I was disappointed throughout due to the broadband regularly dropping out, in every occasion I rang customer service I was met with at least a 15+ minute wait to be answered, even the so called live chat took 17 minutes to be answered on the time I chose to try that. I moved to Virgin media the other day, I had provided Plusnet with their required 14 says notice, they sent a letter to acknowledge. I cancelled the direct debit with my bank. To my horror Plusnet took a payment from my debit card without my consent or knowledge (previously paid for initial set up as required by them via debit card), this is a disgrace and surely unlawful given the fact it was cancelled, and what gives them the right to keep my debit card details once a direct debit had been set up and used for the remaining 18 months. In the process of getting my money back and bank cancelling them from taking future payment from debit card. I would not recommend Plusnet, and will never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Chorley Plusnet  
There is a lot of complaints about plusnet but I want to lighten the load a little.
I am really happy with plusnets service and customer service.
I've had problems twice in 4 years of being with this provider and twice the problem was dealt with professionally with exceptional customer service...... Last problem took BT outreach (who too were excellent) to fit new wiring from my living room to front door then from my 3rd floor to ground then a new router sent from plusnet finally sorted the problem.
I pay for 80 meg and get anywhere between 45 and 75 which is ample for multi connected devices and I want to than plusnet for brilliant communication and their fantastic hands on approach supporting my while my Internet played up.
Nothing in this world is perfect and their staff do the best they can... Usually your helped better by your attitude too, why call ranting at someone who's sat on the phone all day absorbing everyone's stress... They are only human and need your understanding too.
Thankyou plusnet for awsome service, you've a customer for life here and believe me, I've had other providers in the past but plusnet I'd far more superior in its customer care.
I highly recommend plusnet

From a very happy customer

Mason.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Birmingham Plusnet  
Virtually unusable after 9pm, shocking, ive called them up, the member of staff, checked my signal, and said call again if it carries on, it got worse, I called again, it was a 30 minute wait, I gave up and wemt to bed, im getting rid of thee goons as soon as possible.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Doncaster Plusnet  
I was a new customer to plusnet, but wish I wasn't! I placed an order for fibre broadband online on the 25th July. choosing for the installation to occur on the 6th August. After waiting for 5 hours I called Plusnet, who explained that my order hadn't been processed and I would need to wait for a further 24 hours before they could even confirm my account details and order. I am now having to wait nearly 1 month for broadband installation, and they can't do anything to help... I guess you get what you pay for.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Poole Plusnet  
I have been with Plusnet for years but am leaving now for EE. When it's running well it's fine but when you need to contact customer support everything changes. A few weeks ago my service went off and I waited 25 minutes to get through to customer support. This week I waited 25 minutes and still didn't get through. Phoned back and waited 40 minutes without getting through. Phoned customer support and waited 20 minutes without getting through. Signed up with EE for a much better deal !!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Devon Plusnet  
Used to be a good provider not any more. The connection regularly drops out. The service is slow and Plusnet are not available to contact. 45 minute phone wait and even though they say they have a chat line over the last 3 months it has been down o every occasion during the times it is allegedly open.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cook Plusnet  
Shocking customer service. Quick enough to take my money but extremely slow in answering my query. I bet if i stopped their payments then they'd be quick enough to get hold of me then. Bloody amateurs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Plusnet  
First connection, decided to delay connection by a week without telling me. "We're really sorry about that". Second connection, left me without internet for 2 weeks "because ofcom says they have to", no further explanation. Now want to send an engineer out only when I'm in work to fix my not working internet. Wouldn't recommend to my worst enemy. Without a shadow of a doubt the worst company since the Acme corporation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Do not use this company

I mistakenly signed up for fast fibre broadband on 12th July and now on the 1st August I have no broadband and little prospect of it till 8th August. This is because of the incompetence and lack of interest on behalf of plusnet to deliver the appropriate router.
Customer Services have been trained to say how sorry they are in 100 ways but no training on how to resolve a customer complaint. Pathetic, but what do you expect from a bt company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwickshire Plusnet  
Never had a problem with them. The broadband has always been reliable and consistent. Customer service have always been happy to help and I've just got a discount through webchat when renewing.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hartlepool Plusnet  
What a bad experience. As I could not compleate my purchase of a sim only on contract over the internet I phoned them up. Explained I was doing this for my farther who was not well but by me. He said he had to speak to my farther. He was explaining things to him that he did not understand. After 10 miniutes he handed the phone to me. I said he did not understand and I would sort it out. I was told he had to listen to it and to hand it back to him.
I said just forget i, and put the phone down.
I tried to order over the internet then, to be told I would not be able to have a contract with them.
He was abrupt and just went on and on. So I guess he blocked me from buying from them.
I then done it on the Internet with another company and was a better deal with more data and even £1.50 a month cheaper. There loss.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
Shrewsbury Plusnet  
Switching from BT who's service was 54mb/s to Plusnet who promised to deliver the same but turned out to be 21mb/s at best. Asked to leave after a month because of the poor broadband speed and worse reliability. Was told I couldn't leave without paying nearly £100 as an exit fee. Sent a Breach of Contract Letter, uploaded via their website and signed up for BT. Within 24 hours Plusnet were on the phone agreeing that they'd breached their contract and agreed that I should be able to leave without financial penalty. I'd never go back to Plusnet, BT might be more expensive but at least they deliver the speeds they promise when you sign up. Good honest Broadband? Bad and dishonest in my experience!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stroud, Gloucestershire Plusnet  
Utterly appalling company both in terms of product and customer service. Slow/inconsistent internet. Incorrect details taken on setting up account, making for very difficult management of account from day one. Telephone calls dropping every time calling their call centre. No sense of support or desire to rectify problems. I am glad to be leaving plusnet - do not touch with a barge-pole.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Didcot Plusnet  
Simply awful. Clearly had to lure everyone in with deals, only to sting us with unsatisfactory service and high exit charges. Since day one they have been unable to provide even a dialup level service, with extremely poor download and upload speeds (on a line that was perfectly fine with Sky). We contacted their team multiple times but they have consistently been unable to fix the issues. I am often told they have "changed settings which take a few days to take effect". Nothing changes. I have no trust in this company and I urge others to ignore their offer prices. I'd say you get what you pay for, except you don't even get that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Farnborough Plusnet  
I switched from Sky due to a price increase with no notification. I subsequently got told by Sky they would have cancelled the increase to keep me. I joined Plusnet, We'll do you proud?. From day one the phone worked, day 2 I got internet but it dropped out constantly. Customer service did not know what to do and I spent 15 minutes at a time getting know where.I canceled and still got nothing then received 2 threat emails of handing my debt over to a debt collection agency via email.To use the service only one device can be used otherwise it freezes or is slower than dial up. I am frequently useing my own data to tether the family which is far faster and more reliable. Do yourself a favour and do not join Plusnet as you will regret it.There is nothing more to say.Dont do it.Sky was a superior service from day one,no need to call customer service etc just a strong reliable service for 2 years. I am now going through a dispute with Plusnet via Ofcom and making a complaint to the Advertising Standards Authority for their misleading advertising. They duped me plain and simple.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cannock Plusnet  
Been with Plusnet for over 6 years only had minor issues with line dropouts which their customer support staff seen to very quickly. I have Fibre line which has a constant speed of 47mbs to 50mbs download with 7 Devices Connected. Never had a problem with customer support as they have always been polite and helpful.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Caerphilly Plusnet  
PlusNet website is a disaster - there is no simple email address to contact them and telephoning requires the patience of a saint!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Aberdeen Plusnet  
Plusnet are terrible!!! it's been 1 month now that I am waiting to have my wifi transferred to my new address. The customer service is terrible! Numerous cockups which they blame on Openreach. Appointments scheduled to patch telephone line that I didn't know off, email send with the wrong time for the appointment and so on. Every time I call them you have to wait between 20-30 min for someone to pick up the phone and additional 20-30 min to clarify the issue so 1 hour of your life wasted on Plusnet. Yesterday an engineer from Openreach finally came to install my telephone line. The line was tested and he said all Plusnet need to do now is switch on the line and I'll have wifi. Today I get an email from Plusnet saying an additional visit is required as Openreach have not closed the case. I am so fed up with them! I wish i had paid the closing contract fee and get my wifi from someone else!DO NOT USE THEM! THEY SUCK ASS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Please don't make my mistake and stay away....Even from the start there were massive red signs such as unreliable customer service (for every 1 good person in plus net there are 3 horrific ones); it took them forever for initial installation; the first 2 weeks the home broadband was cutting off all the time. Stupidly i still signed a contract and now 5 months later I can't get out without paying £220 for cancelling the contract....so please stay away and don't make my mistake
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
Absolutely dismal. Really slow internet. It struggles to load twitter images! Catch up TV programmes break down. Internet streaming dismal. Really bad. Locked into a contract for another 15 months of this. What a disaster.All I want is the internet. Steer clear!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
St Helens Plusnet  
I've used Plusnet for an year, because it was the only supplier in my area which could provide the "highest" speed. During this year, the connection kept failing and the speed was a only half from what I was supposed to have. I raised it with their IT support, as usual, the "fault" was still on my side by having too "many" devices connected to Wifi (one mobile phone, a tablet and a laptop used occasionaly - you decide how many they are). The main trap is when your contract is due for renewal, you won't receive any notification, besides the DD email letting you know that in 3 DAYS they'll take an the increased payment from your bank account. So basically, unless you are very organised and keep track for all contracts renewal, you will not have any chance to reconsider your internet provider, or negotiate the contract with them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Urmston Plusnet  
I switched to Plusnet after 6 years of impeccable service from TalkTalk. I switched purely to take advantage of their super advertised speeds.

From day 1 my connection started dropping in and out. "It'll do that in the early days before settling down", they said.

6 months later and my Internet is still about as reliable as a politician. They want to send an engineer round - but will charge me for the pleasure if they can't find an issue, or somehow deem the issue to be part of my flat (despite TalkTalk working no problem for 6 years!). I can't predict when my Internet will be broken, so I'm not going to risk £140 engineer charge when there's a good chance it'll decide to work on the day the engineer comes.

I'm now stuck with this terrible service for another 12 months. At which point is will be switching to absolutely anyone else!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Plusnet  
APPALLING SERVICE.
This company has given the most dreadful service I've ever experienced in 30 years in business. I had a crossed line which took 6 weeks for them to sort out. Call charges were incurred for calls I hadn't made due to the crossed line. After 12 calls and emails I finally thought a credit had been sorted for the incorrect outstanding amount, yet again I have received a bill saying an outstanding amount is due. The ridiculous thing is that every time they decide an amount is overdue they restrict access to my online account so I can't even see where the amount they are asking for has come from! This leaves me with no option but to call them (again) to try to sort it out. Absolutely absurd!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
doncaster Plusnet  
Worst provider by far! Never works, looking for a new provider. Stay away!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
i have a business and a residentail account with plusnet.

Both rubbish.

i was losing connection on my card machine. had to change my provider within 3 months.
engineer came said cant fix the problem. charged me extra £140.

my home broadband same slow connection reuced conection to first floor. even it was connected to the mains 3 m away on the ground floor.

DO NOT EVEN THINK ABOUT JOINING PLUSNET.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
burnly Plusnet  
This is one of the most dreadful broadband providers, kinda shocking when BT owes plusnet. Since doing a move home with this company I had nothing, but poor service. The engineer didn't install my line correctly and there was a fault which didn't get rectified until about 11 after which took me outside of my 14 day cooling off period. Then the adviser told me the had arrange for an engineer to come out if I weren't available I don't be charged 65pound. The advisor never booked the appoint ment and put down on his system I wasn't in? Really I should of been able to come out of my contract which I weren't allowed according to plusnet. Because of there inconvience caused their end I was offered half price discount for 3 months and 50 pound as a goodwill gesture. Since then they keep restricting my services when my accounts in credit, one adviser told me I cannot use the 50 pound credit towards my bill as there systems are old and it doesn't allow them to. Second adviser stated it would be refunded to my account within 10 working days. Only to find out after 2wks it was applied as a credit note to my account. Due to the poor service I have decided to go to another broadband provider. I was advised what outstanding credit I have on my account would be deducted off my final bill. Another advisor told me this is not the case as I have decided to leave them so I loose out on the credit. This is extremely appalling as your company made a huge error which you had to put right. Now because I'm leaving you want to be bad minded and take back the credit you given me. I have proof of phone calls and messages. I will be taken this matter further to the ombudsmen this better not effect my credit rating.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Ipswich Plusnet  
They don’t even deserve one star for anything. As soon as BT took over the broadband speeds dropped dramatically. I can’t stream a thing between Thursday and Sunday because the speeds are so low. If you can ever get into contact with customer service (the chat is “unavailable” for the majority of the day, the link to their phone number mysteriously doesn’t work and if you post on their Facebook they threaten to block you) you’ve got more chance of being the Second Virgin Mary and giving birth to the Messiah himself via immaculate conception than you do of getting ahold of someone who will help you. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lanarkshire Plusnet  
I put down a star but i'd lewve it blanc if it was an option.
I've called plusnet 150 times in the last 4 weeks. I've recently moved house and we were told it takes 2 weeks for a home move, 2 weeks later i was told that they tried to contact me about an enginneer coming around but couldn't get through to me. They ask for contact details they never use to contact their customers and the worse thing about it is they ask you to confirm those details for security reasons when you call them. None of them seem to know how to do their job or tell a customer the truth. They feed uou lies and wait for you to call back and find out its not true. It usually takes alot for me to posy a review. I've had to talk to a countless amount of idiots in that team before going through with this. PLEASE IF YOU HAPPEN TO BE LUCKY ENOUGH TO SEE THIS BEFORE JOINING THE COMPANY THEN DO NOT JOIN BECAUSE YOU'RE INTERNET WILL BE CRAP HALF THE TIME AND YOU'LL BE BETTER OFF TRYING TO FIGURE HOW TO SET IT UP YOURSELF THAN TO TALK TO THEM. Thsy have absolutely no idea what they are doing. The 2 weeks set up will easily turn into 4 or 5 weeks because they prioritise getting new customers alot more than looking after their own but if you go ahead. DONT SAY I DIDNT WARN YOU
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Margate Plusnet  
Absolutely terrible, ongoing issues with broadband since May, incompetent customer service, ‘won’t do you proud’ - avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cumbria Plusnet  
I've given 3 stars purely because they're not as bad as companies like TalkTalk. I had endless problema trying to get Plusnet to refer a fault to BT, they eventually did and now fixed.

In brief, after days of them fobbing me off saying things like "see how it goes" they did a proper line test and established there was a fault and a BT engineer would need to be called. Then bounced me round the houses. After about 2 hours on hold and spoken to about 4 people they said they would refer this to their fault diagnosis team and I'd hear back within 3 days if they'd found a fault, this despite them already having confirmed there was a fault.

Several people later and me not taking no for an answer and just ringing up and speaking to someone else, I eventually get through to someone who knew what they were doing and he sent this for a BT engineer who came a few days later and fixed the problem.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
West Berkshire Plusnet  
Is it possible that you could be further away from how you project your company on adverts...
Shocking on every angle! Double charged me for 9 months (endless battle's to get my money back) minimum 30 minutes to speak to customer service, then a web of lies to fix your faults..
Avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bristol Plusnet  
Terrible service and terrible customer service. promised a £80 cash back and never received it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Plusnet  
Worst experience ever. I would not recommend this company to my worst enemy! Ordered broadband but have cancelled the order as there was no movement on the order for 17 days! Trying to contact their provisioning team is impossible, you can't chat only phone - tried to call on three occasions but gave up after 40 odd minutes each time, these calls were made at different times of the day. The customer service team has no interest when you contact them just kept referring me to provisioning team, aaah! When I said I wanted to cancel the order this was done straight away, no effort made to sort the problem, has Plusnet taken on more than it can chew? Now all I am waiting for is my refund, of course this could take up to 5 working days unlike when I placed the order the money was taken immediately. "We'll do you proud", in my case Plusnet failed absmaly. Thanks for letting me rant :)
  • Satisfaction
    1 star
  • Customer Service
    1 star
Birmingham Plusnet  
I've given a 3 star overall because I've been with PN for 12 years and 9 of those were trouble free!
Only since BT bought out Plusnet have I had any issues, and when I have there has been a complete lack of interest from tech support. Pre-BT ownership I had 4 very short times where I had issues, all resolved within a day and ALL of those were down to something openreach had done when activating someone else's line in my area.

Speed is great, I get 76 download and 22 upload so can't complain there. But I'm a gamer, packet loss has to be the most annoying issue to have! Because my speeds are fine nobody seems to care! Previously I've had someone messaging on my ticket every few hours, my current issue I've been updating with what I've done for 5 days and had one response today. If they had looked at my previous messages then they would see I've already answered those questions So it's a wasted response on their part.

If you want fast download speeds then I highly recommend. If you want a reliable connection then don't.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Cornwall UK Plusnet  
in this part of wales if you want good broadband you can only have BT the welsh gov have stiched us up THIS PROVIDER IS HALF OWNED BY GUESS WHO YES BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ceredigion Plusnet  
Has been disconnecting randomly for over 6 months, engineers come and go and say theyve either done something, or were unable to find a fault, sometimes it disconnects 5 or 6 times in a couple of hours, PLusnet seem to think thats acceptable...I dont
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Leek Plusnet  
I was with Madasafish Broadband for a long time, then they become Plusnet. Never had any problems with connection - always stable and fast connection. Customer service always responsive and quick to fix any mistakes I made in settings. Recently upgraded to fibre and its more of the same - consistently fast speeds and solid connection.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Pontypridd Plusnet  
Appalling customer service. It's impossible to get to speak to anybody who can deal with your issue - unless they're trying to get a payment out of you even if it's a payment you don't owe. I cancelled my account with these people because I was getting incredibly bad broadband connection and I couldn't get hold of anybody out of hours and even during hours I would hang on the phone for up to 45 minutes waiting to speak to an "expert" who didn't seem to be able to resolve my issue. Since then I have had numerous emails, text messages and letters saying there's an overdue balance on my account (the one I cancelled) and if I didn't pay up they'd be sending in the debt collectors. Apparently the easiest way to resolve the issue is to call a number which, of course, they always answer straight away, and pay so they can reactivate the account - the one I cancelled and don't want reactivated. Every time I reply to an email I get an email back telling me that email account isn't monitored. Every time I speak to someone they don't seem to be able to deal with the problem although they fully admit I cancelled the account and can even tell me the date when I cancelled it. Now apparently I owe a "cessation" charge on a contract I don't and didn't have. This is harassment and abuse and is causing me a lot of unnecessary stress. I never ever want to be involved with these people again. The stupid thing is, all this is apparently over a payment of just £1. Where on earth does that come from?!! My fear is that if I just pay the £1 they'll reactivate the account I don't want and then I'll be getting threatening emails, tests and letters telling me I owe a lot more than £1. It's extortion, nothing more and nothing less. My hope in posting this review is twofold - in the first instance I hope it stops anybody else signing for broadband with these hideous people, and secondly maybe somebody who can actually do something will pick this up and sort it out for once and for all and save my shattered nerves.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I'm leaving Plusnet after a 12-month contract for phone and fibre. My broadband has been dropping out at least 3 times a day since the day the contract started. I suspect the main problem is the Plus One router they supply but after complaining regularly the first 3 months and being taken through the standard checks again and again, with their refusal to do anything else, I gave up and lived with it.

My broadband generally reconnects of its own accord and the outage is short which is why I live with it, but it's disruptive when it happens in the middle of streaming, or me making a VOIP call, and it sometimes stays out for upwards of five minutes. Every few weeks, there can be down incidents that last as long as 1,5 or even 30 minutes, although the longer interruptions may be the service itself playing up, another reason to consider carefully if you need a reliable service.

I never did get around to buying my own router but if you're considering Plusnet and you end up with the same problems, it's something to try.

I've worked in technical support myself and, to be fair to Plusnet, unless you have an easily diagnosed issue, all phone/broadband first line support (in my experience) is crap as the agents are limited in their training and what they can do and have to take you through standard trouble-shooting everytime even when it's obviously inappropriate.

Also, check the advertised UPLOAD speed. I was appalled to discover that the standard fibre offering limited upload to 2Mbps, and had to upgrade to 76Mbps downspped to get a decent upload, which I needed. When I called to cancel, they implied that they no longer limit upload speed on standard fibre, but I advise you to be sure if upload is a deciding factor for you.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Leicester Plusnet  
Appalling customer service. Lot's of hidden fees. The price seems to go up every so often without your permission and new customers always get a better deal than existing ones. They clearly only care about making every last penny and have no concern for their customers! Awful! Do not use Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Plusnet  
Absolutely awful, was a customer for 3 years, 18 month contract,plusnet promised to reduce my monthly d/d. Never did, Continuous drop out losing signal.ment to be optic fibre, when complaining asked to buy another modem, which I did, the same problem, I payed well over what I should of done, again when complained , plusnet had no records suggesting of conversation after 18 months contract was up, still paying the same how convenient.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Plusnet  
Been with plusnet for a couple of years after having a terrible customer services experience with BT. Had a fault with my internet and expected nightmares to contact plusnet. Phoned through on an 0800 number and spoke to a English speaking assistant. They tested the line, found a fault, sent out an Engineer to resolve which was all done in a few days. I was constantly updated with the progress and would highly recommend Plusnet.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
BENFLEET Plusnet  
Absolutely disgusting company. Drug addicts are treated better than their customers. Never had to deal with so many rude people in my life. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Sheffield Plusnet  
Its just as bad as the post office now. I have taken it out before moving houses and asked if I will be charged a move fee and I was told I will not - then of course I was charged and they pretended to be so generous by putting it into my monthly payments instead of charging me at once! A lot by the way! The internet connection was extremely bad so we called to complain and they sent out an engineer to fix it. Apparently he did fix it but oh well all the issues continued. We just bought a house and had our wedding coming up so extremely busy and anyone who ever called plusnet support knows the phone call takes at least 1h, so we did not have time to deal with it. Got back after the wedding and holiday and the time comes to give them a call. 2 weeks ago been told new router is coming in within next few days after I explained that this problem has continued for past 6 months! 2 weeks gone past and no sign of router, no phone calls, nothing is happening. I rang them today, of course it took one hour. I have been told I cannot resign from contract because I AM CONNECTED - it doesn't matter I have speed below 16-18 even thought I should have at least 34, it doesn't matter it keeps disconnecting at least 10-15 each day and sometimes every bloody hour, it doesn't matter I have been waiting for nothing and paying for nothing! It doesn't matter I have to pay my mobile provider for extra data because when I am working I can't even use my bloody broadband!!! I have been reconnected again, waiting again, complaining again and again and again. Worst company ever. Do not sign contract with them EVER. I am waiting 8 weeks and going to ombudsman services before I loose my mind.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caerphilly Plusnet  
First class moved from Sky only £23.99 pm and £50 reward free
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Blackpool Plusnet  
I've been with plusnet for 2-3 years. Internet has never dropped out and speed is good for what I need which is normal browsing, don't do any streaming. I personally would recommend them.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Plusnet  
Switched from BT, because couldn't afford huge prices.
Broadband has improved from nothing, to now unreliable.
Low speed, frequent drop outs. Worse than BT, on same connection, so it must be inferior connections supplied by Plus Net.
Was shocked to be told that I couldn't cancel the contract, as the 14 day cooling off, applied from filling in the application form, not from the commencement of service, absolutely unethical and ruthlessly unfair.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uckfield Plusnet  
Ive been with plusnet for7 years , They used to be an excellent company until bt bought them out , Bt do this all the time , Buy a company then drive it in to the ground so that customer return to bt and the bt brand . I have had no email for three weeks , despite promiss to fix it and hours on the phone nithing has been done , DO NOT SIGN UP WITH PLUSNET!!!!!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cardiff Plusnet  
We've been with Plusnet for 2 years. What a nightmare. During that time, we have had put up with prolonged and frequent downtime ie. internet connection failure and, when it did actually work, the speeds were so slow it was painful. Every time we reported it ( after horrendous waits in phone queues), we were expected to go through the same ridiculous rigmorole: having to proof that the fault is not ours. then having to wait for an engineer to come out then listening to the engineer guess what might be wrong and say they'd fixed it. They hadn't. Plusnet expect the customer to do all the legwork. If you don't tell them within 14 days of an engineer's visit that the problem is persisting, they insist that you have to go through the whole insane procedure again from scratch. they also refused to reimburse us for downtime - so effectivelly, we've been paying them for nothing. Getting on their backs to resolve things could quite literally become a full time occupation. Some of the call handlers are so obviously jobsworths, it really is pointless trying to press the the point that their service is appalling - they simply repeat the same platitudes from their scripts over and over and over again. We've had enough and are changing provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
YORK Plusnet  
expensive and very poor internet
took them months to install
now line cuts out all the time
they blame BT but everytime the engineer checks the line nothing wrong. its due to plusnet's cheap router over heating which they wont replace.

NEVER USE PLUSNET
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Good, but turns off (broadband) at random points several times throughout the day, don’t know why, no warnings, very very annoying particularly when doing online work or in the middle of a call.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Fulham Plusnet  
Far worst broadband company the online payments don't work straight away they also knock off the broadband without telling you even when I made a payment online the payment is classed as pending so they got the money but has not cleared I rang up about it they knocked it on but within 1 hour they knocked it back off when I contacted them again they said the internet is on but all mobiles in the house won't connect I even unplugged the router and still the phones won't connect iam leaving Plusnet because they break the contract to myself iam totally sick of it so iam leaving before my contract runs out they say they have got the payment but its pending in the system so ive got to wait 5 days the company is a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Workington Plusnet  
The service and customer service is appalling. Months of phoning to try to resolve the problems has been so frustrating. The service does not improve, it gets worse. You just get nowhere having spent hours on the phone you are just fobbed off with nonsense. A very dissatisfied customer along with many others it appears.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Uckfield, East Sussex Plusnet  
I cancelled a switch to Plusnet but they failed to stop it. They then cancelled my account after they performed the switch that should not have happened. Now I have no service. Their customer service has been awful. They don't get the significance of their error. Every time I call it's like Groundhog Day. There is no record of my previous conversations with them. NEVER USE PLUSNET.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Herts Plusnet  
Noooooooo don't do it. This company is useless. We got connected 11 days ago. I'm looking for a way out already . Super slow. Terrible customer service. It's all lies and deception. The cooling of period is from the day you sign not the day of Installation they told me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Arnold Plusnet  
Ok service if you only want to use it before 7pm... which really on a weekday isn't helpful at all. I can actually tell the time by the broadband crash
  • Customer Service
    4 stars
Bradfors Plusnet  
Broadband is terrible, cuts out all the time, customer service is awful, they say they will ring back, they don't, then send you a video to watch!! Makes no difference, They have ME trying everything to make it work, but nothing...over 12 months if terrible product and service which they still charge me for... The BT sub-station is 10 foot from my property and I am in the same room as the router?? And I am outside using my Tesco mobile to connect to this!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
Dreadful WiFi range you can take your mobile device less than a metre away and you will lose connection. The speed when you actually get a connection is dreadful. The broadband goes down multiple times daily which makes it almost impossible to do anything. Highly recommend staying well clear it's not worth the money at all and after a week you'll be begging that you headed my advice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Plusnet  
Although friendly on the phone, they're systems are ridiculous. All the different departments don't communicate with each other. I've moved out 28 days ago, told them before I was moving and twice since and still haven't been able to pay the closing balance! I'm wondering if I'll get charged another months worth now? Even when they phoned me to pay (after calling twice trying to pay and being passed to different departments and STILL not being able to pay) the same bloody thing happened! I still haven't managed to settle up...how many times do I have to call to give them money for a mediocre broadband service??
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
E17 London Plusnet  
Dreadful line speed; varies from about 0.28Mb/s to 15Mb/s during the week without any changes on our part. Plusnet are unable or unwilling to sort this out. We are now involving the help of our MP and the Ombudsman. This company was once good, but now are terrible. Thank goodness I'm with Zen for my business.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
I changed to plus-net 3 month ago after having 5 years trouble free withe another ISP. It was the worst thing I have ever don nothing but problems after problems, if you think of calling the support line you should set aside 2-3 hours, that's how long you will be on the phone and that's just waiting to get to talk to some one. Do your self a favour don't sing up with P/net. Get a divorce instead that's quicker and less stress.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caernarfon Plusnet  
Terrible broadband service.. paying for 45mb per second but can only get 3 mb per sec. internet drops all day. Why can’t you provide a reliable internet when you promise all your customers to do.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Renfrew Plusnet  
Absolutely shocking broadband.Was okay when we first signed up to it but we decided we needed faster Wifi so switched to unlimited fibre wifi and calls,Just a complete waste of effort and money. Considering its supposed to be a set price for the wifi they charge us more and more every month. We only use the phone in emergencies but that shouldnt matter as were still paying for unlimited. The broadband goes down about 10 times a day now sometimes down for up to half an hour or more. Cant use social media,watch netflix or youtube or even game on it because its that slow.You have to turn the wifi on and off on your phone just for it to work. Yesterday i done a commection test and my download speed was 1.1kbps! Now when youre paying over £50 a month for “fibre” you expect to get it. Quick enough in taking money off you but cant provide decent broadband services! Avoid at all costs!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Plusnet  
Been with Plusnet for ages and please for the love of god do NOT go with them. I honestly regret it so much. We have lag so much and when we call up about it we are greeted by "there's nothing on my end"!! Well it's happening on someone's end and it isn't ours as we only have one thing running at the time.
Speed is ****
Internet is horrible
Plusnet is just pure dog doodoo
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
I was with Plusnet for a year without any problems. But after signing a new one year contract and paying line rental upfront problems began. First month overcharged by £8 and when I contacted them after 30 minute wait I was refunded immediately and assured that it would not happen again. Next month overcharged by £19 pound, after numerous calls and emails it was eventually resolved after nearly two weeks. I can't wait for contract to end so I can switch
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Northampton Plusnet  
Absolute rubbish company. I with them when they started , I came back to them some time later and gave had nothing but problems.
Poor connection...a lot of the time no connection ,low speed and dreadful customer service where they fob you off with loads of technical jargon and basically do nothing.Apart from that the waiting time to talkto someone is usually around 45 mins. Im leaving and actually cant wait to get away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Just moved to 38mb package. Started off at around 24mb, but plusnet persisted and sorted all my issues with very in depth communications. Now getting the full 38mb service. Very pleased with service and price
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
STOKE ON TRENT Plusnet  
I have nothing but positive for Plusnet, I moved to them from Virginmedia because I was sick of the constant bill increases and dire TV. I wa sharply watching TV and used broadband mainly at night, paying around £50 plus a month from a quoted a £35 a month, After 20 years of loyal service I tried to get a cheaper package but Virgin wouldn't go there so I made the jump. So far so good and I've been with Plusnet since april.. there's been no prbs, internet is fine and being used a lot, customer service has been fine and my bills are a healthy £25 to £28 a month. Much happier
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Nottingham Plusnet  
I was with Plusnet previously and the Broadband and telephone were satisfactory - however due to the lack of customer services I decided to leave for a year and return with new contract. BIG MISTAKE. The Broadband was unreliable and after a year I asked for Fibre and was told they could not provide in my area. I cancelled and they have taken £76 cancellation fee + every day I am receiving new direct debit amounts that they are taking. The staff are very polite on the phone but the company is the most inefficient I have every dealt with!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I had endured fourteen months of sheer BB misery as as soon my service switched to Plusnet. I had taken out a package that promised 17-24MB and only received an average of 6MB throughout the contract. Apparently my speed had an 'automated cap' on it but for the life of me, i could not understand why this could not be removed despite dozen's of of calls anf hours spent. I had to put up with pathetic excuses, much to my annoyance. I'd spent hours trying to resolve this but to no avail. Basic surfing was a nightmare, nevermind doing anything else. Finally, i had had enough and had terminated my contract ensuring i'd done everything to notify Plusnet in advance.

It's now been five weeks since i've switched and Plusnet's still attempting to take monies out of my account and has not closed my account. I never write reviews but my experience with this company was absolutely shocking. Please, please, if you are looking to swith providers then do yourself a favour and go elsewhere. This company's a joke!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
So far absolutely rubbish. Been with Plusnet for 5 days, with no phone line or internet connection since joining them. "Customer service" involves being put on hold for ages and transferred from person to person. Regret paying for a year up front and wondering if I will actually get any internet or phone service in the next year!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kettering Plusnet  
The start with Plusnet wasnt the best but a complaint receved prompt attention, from courteous customer services.
I think they have now cracked it! and all seems well.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Berkshire Plusnet  
The worst internet provider I have ever been with. originally I thought it might have just been downloading updates for the first week but to no surprise it is always unbelievably slow, it cuts out far too often than it should be getting to the point where it will disconnect every 5 minutes. This wouldn't be much of a problem for any normal household but it's the fact I spend so much time online wether it'd be Netflix,games or just on social media and it just keeps getting worse. We cannot even switch provider because ethe area we live in is apparently not within range of all the providers so it seems like we're stuck with this...
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
I have been with Plusnet for almost a year. Customer service is really good but internet is very slow. Modem looks cheap and connection fluctuates. Not happy with price rise. Switching internet providers.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Dunmow Plusnet  
An abomination since their takeover by BT. Got a problem? You can't contact them on-line because the facility is perpetually down; & so they tell you to phone, while keeping you on call-waiting for an hour. This is supposed to be a broadband & telephony provider. Disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Plusnet  
Appalling service all round from the very start. Had to cancel after 2 days of aggravation and then charged for the privilege. Would never go back to them nor recommend them to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
-No internet
-Contact support queue for 45min
-When finally booking engineer to fix internet: nobody appears but if can't make it they charge 65 pounds!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Quays Plusnet  
Absolutely appalling service. Communication with the company during many faults weren't resolved and cancelled fault teams without keeping me in the loop. Went without WiFi for long periods of time and VERY overpriced. There's cheaper and faster alternatives. Only upside was a few of the team on the telephone were kind.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dalkeith Plusnet  
Absolutely shocking service was with them for about 7 months and never had internet speed which they said id get and thats when I actually had a connection AVOID THIS COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weston super Mare Plusnet  
I have been with Plusnet for over two years after a lot of people warning me against it due to their customer service, I had no problems until this year. In April my broadband started dropping and the WiFi was really slow. I first reported this problem on the 19th April. I have phone logs and e-mails confirming this. I had this ongoing issue with the broadband until the beginning of June. I work from home due to mental health so having WiFi is essential, I expressed this to Plusnet time and time again. A lot of the time I came off the phone in tears as it was like talking to a brick wall. I had to work from the library which was stressful and expensive. I spoke to Plusnet on Tuesday to inform them that I was not happy that I had to pay for the time I didn't have any broadband. Plusnet replied that they could only refund from the 19th May as this is when the fault was first recorded. I couldn't believe that it had taken them a MONTH to even record the problem. If they had recorded the issue and tried to resolve it when I first reported it the issue could of been resolved 4 weeks earlier. That would have made my life A LOT less stressful! After a long debate on the phone they stuck with the fact they couldn't refund me anymore and when I asked why it had taken them 4 weeks to even report the fault they couldn't give me an answer "I don't know there's nothing we can do." I then asked to speak to a manager he replied with "we don't really have anyone you can contact." I am massively disappointed and I will definitely NOT be renewing my contract in July. Who wants to be with a company that don't care about their customers?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
UK Plusnet  
Guarenteed speed 28.9mbs actual speed 9mbs. 50 mins on phone to customer services. BT was 17mbs They are going to call me back, but will that be before or after the 14 days that I have to cancel?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sutton Coldfield Plusnet  
Have been problematical on and off. Billing was a problem but technical problems are worse. On latest occasion I lost my internet. Thinking it was a problem with my computer I spent 3 hours unsuccessfully trying to fix it. It was then I discovered that a BT engineer was working in the area and somehow had changed my phone number to someone else in the area! This meant no internet for me. Best they could do was get an engineer back in a couple of days! Fortunately the other person who now had my phone number managed to get it fixed by BT this morning. OK, had my phone number back but no internet. Spent about an hour on the phone to Plusnet waiting 30 mins to be answered then another 20 minutes to fix the issue. Happy now except I then got a text message from BT wanting me to confirm my need but via a connection which didn't do replies and asking me to contact Plusnet direct! I wasn't going to hang on Plusnets free phone for another half hour and managed to send an email I had to discover. Not confident Plusnet will contact BT given current mess.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Moffat Plusnet  
3 months already with just 0.2 Mbps
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
I am a new customer and, nearly 3 weeks on, am still waiting to be connected. Customer service is very difficult to contact and on one call I waited over 30 minutes to speak to someone. Needless to say all the promises about getting me on-line have so far been untrue...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Plusnet  
Plusnet are a joke!
Worst service as people constantly hang up on you after you hold for 20mins....
no one wants to help - more interested to transfer the call around so you have to wait another 20mins!!!
Service doesn’t work- the router is constantly Orange!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Clapham Plusnet  
No stars! Absolutely awful customer service. I had what I thought was a productive online chat to arrange to change broadband and phone to Plusnet. 3 days later I received a text from BT to say I would not be getting a final bill as I had retained some services with them. I rang BT and was told Plusnet had put in an order for my phone but not broadband, then cancelled that order. I rang Plusnet, waiting 15mins for a service assistant. They told me that BT had refused to release my number. Back on the phone to BT who denied this, pointing out that Offcome would fine them heavily if they refused to let me keep my number. BT also offered me discounted rates to stay with them. Back to Plusnet - I asked who was lying? When I told the agent what the first agent had told me she said "Oh, that WAS a bit of a lie!" I asked them to cancel my oredr and repay what I'd already paid them.
The saga went on though as Plusnet then sent a second order to BT, who thought I'd changed my mind and was going to Plusnet after all. Once again I rang Plusnet who promised me the order had been cancelled. A couple of days later I received another text from BT saying they were sorry I was leaving them - Plusnet had NOT cancelled the unasked for order. I've now had to jump through hoops to get BT to cancel Plusnet's order as Plusnet seem incapable of doing anything I've asked them to do.
DO NOT USE THEM.
Southampton Plusnet  
Customer services a joke speed appalling getting worse,interruption of connection a regular occurrence. C. Services do not appear interested even after repeated calls. The tv advert is a complete lie about the service provided.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burton Plusnet  
Signed up with PLUSNET as they were advertising cashback, signed directly with them thinking that i will be getting cashback okay fair enough I had claim this and it would not be automatic. Waiting for 3 months to receive an email to claim cashback now I am told that I did not signup with cashback offer but sign up in non cashback website without cashback so I am not entitled.WHY would a Company have two options with and without and not to honor want they are advertising. I am cheated!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Harrow Plusnet  
When they're good they're very very good.
When they're bad they're awful.
It took 10 days to get the broadband up and running again, as they accidentally ceased my line.
Then they "jumpered" me to Sky equipment in the exchange, which wouldn't work for 3 days until a BT Openreach engineer (excellent) sorted it out.
I was dismayed by a Plusnet woman in the Leeds call centre (Asya) who just wanted to argue with me. She inflamed a bad situation, but all is OK now.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
goole Plusnet  
What a waste of time plusnet are. I have paid for fibre for the past 2 years with a minimum speed of 60. Well I was lucky if I got 20. The past 3 months service kept dropping off so service intermittent. Each time I called there is an average wait of 28 mins before you speak to anyone then you get told a different thing each time. The latest there is a fault on the copper line agree to pay £65 and we,ll send an engineer. No chance I’ll find another provider. So I switched to BT and guess what no engineer has been out but speeds shot up to 51. I would advise avoiding plusnet the service is shocking and waiting 28 mins every time you want to speak to them is a disgrace. If they wasn’t that bad they wouldn’t be that busy on the phones.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Plusnet  
Terrible. Disconnected me without authorisation and now have to wait 10 days for reconnect with no compensation. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Welwyn Plusnet  
No stars here..Been with plusnet over 3 years..Rubbish service..overcharged..try getting that back !..now wanting to cancel but told can not do that because when I moved home 18 months ago they re-started another 24 month contract because they cannot transfer..now they want money for not providing a service...as for the customer service agents..pay peanuts get monkeys..told one thing by one of them to later be told that I should not have been told that...what a bunch of idiots..broadband comes on and goes off whenever the mood takes it...no where near the speed I pay for...they now want me to pay a cancellation fee...I think they owe me money..bad service..bad customer service...bad company...AVOID AT ALL COST..Note to employees...If you do not want to be shouted at over the phone by irate customers like me then do not work for a rubbish company..you know when you speak to customers your lying...In the time it has taken to write this my broadband has gone off and back on about 4 times...I need it as I work from home but it is off again..I lose money when that happens but they do not care...and you have no chance of getting any money back..
East sussex Plusnet  
Surprised to read the negative reviews of PlusNet on here. I've been with them for 10 years and I cannot fault their customer service and value for money. Ordered PlusNet TV and the youeview box came the next day! All worked perfectly, and whilst I was on the phone they offered a reduced renewal on my broadband which meant the TV package was was effectively free. Speed seems fine, we watch netflix, YouTube etc a lot with no problem.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Salisbury Plusnet  
Felt I needed to add a review as after deciding to switch from Sky all the reviews were bad for plusnet and I was starting to think I had made a hugh mistake. However the change over went smoothly and on the date they had agreed, the new router arrived the day before also. When I plugged the router in was expecting problems but no everything worked 1st attempt. So what about speed of broadband? Well was getting 18mbs with Sky and now 21mbs with plusnet so a slight increase so all good. The WiFi on router is good can get it in all rooms but we are a bungalow. The only downside which might be due to the WiFi channel the router is on, is that if we put the microwave on it disrupts the WiFi for streaming. Have Googled and apparently WiFi and microwaves use the same frequency. So far plusnet have delivered everything they said they would and perhaps people only write a review for this kind of service when they have a problem.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Caerphilly Plusnet  
Customer for 3 days. Speed less than 50% of the guaranteed minimum. Caller ID Paid for and in not happening so all calls are being refused. Router placed in the same place as its predecessors has so far proved weak and unable to power the Sonos system beyond a few metres. All in all a VERY disappointing start
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wetherden, Stowmarket Plusnet  
Constant problems with dipping connection & speeds. Customer service poor -- long wait times, don't follow through with solutions offered. WORST VALUE FOR MONEY for existing customers. Customer for 5 years paying nearly double compared to what new customers pay & compared to most of their competitors. LOYALTY TO PLUSNET IS AN EXPENSIVE CHOICE. Could've had Zen Internet for the same price who by all accounts deliver on speed & customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry Plusnet  
I’ve been a Plusnet customer for just over one year, and the speed has been exceptionally poor - consistently less than 2mbps, very frequently less than even 1mbps. They sent an engineer out who was a general contractor (ie not a Plusnet employee) whose explanation was that the Plusnet routers are rubbish, which would explain why I’ve had O2 and Sky in the same property with no problems. I even tried having Plusnet send me a new router but no better speed. Customer service through the past year has been in a range from frustrating to downright combative. I will never use Plusnet again and will tell everyone who will listen to avoid.
  • Customer Service
    2 stars
Southwest London Plusnet  
Can't trust what you are told by customer service by way of promotions, prices or replacement routers. Told one thing by customer service only to be told it's not true or valid when I talk to the next, meaning when they offer something (i.e. Introductory Voucher to cover cost of engineer callout) you really have to fight to get it.

Worst service I've received for anything ever.
P.s. Speeds are naff, paying for 10-19mbps, only get max 2mbps
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
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!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West midlands Plusnet  
Absolutely rubbish customer service. Engineer simply did not turn up to install my router for second time now. Shocking. 2 weeks waiting time and still nothing. Dont recommend to anyone as this company is a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Bad broadband, appalling customer service - rude and unreliable. Please help yourself and avoid at all costs! I’m really fed up that I’m tied into a contract with them!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Sussex Plusnet  
Very disapointing, cannot understand why they seem to have reasonable scores for customer service etc. Suppose many other ISPs are even worse. Just spent one hour on phone to technical support and eventually got back on line, mostly by undoing what the previous technical advisors had told us to do, eg "stick a pin in the reset button, if it restarts then wait 3 days to see what is really happening", or else, "just wire it all up with an ethernet cable" [we are paying £39 per month for a wireless service!]. Looking for an alternative ISP but they all seem as bad as each other.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BATH Plusnet  
Best service and speed I have ever had
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Worksop Plusnet  
Moved from BT to Plusnet 6 months ago and have been very disappointed with the poor service. When it works the speed is good but it is extremely unreliable and constantly drops out and makes using it for anything impossible, including sending this review (crashed the 1st time I pressed submit). Avoid!
  • Customer Service
    2 stars
  • Speed
    3 stars
Bromsgrove Plusnet  
Set-up process relatively simple and quick (in theory), but just as terrible as the rest of them:

- Set up over the phone & agent took address down wrong
- Notified they'd cancelled my order when the line wouldn't go through
- Told previous tenant must still be on the line, and to ask landlords to check - found out myself later by checking account that address was wrong
- Broadband set-up delayed already by address mistake
- Router didn't arrive, told on the phone to wait a bit longer
- Phoned again and they finally realised they had only changed the billing address to set up line and payment, but not the address to send the router so it was delivered to the neighbour
- Sent out another emergency router to work address which never arrived (supposed to get there next day)
- Told us as gesture of good will that we would get downtime refunded and one month free which never materialised
- Next customer support agent said they couldn't honour what had been promised before - and there had been no notification that they weren't refunding as promised
- Eventually agreed to keep to previous good will gesture after asking to speak to manager

So basically, every single time I have had a touch point with their customer services they've made mistakes - every single time - which has results in absolutely terrible customer service.

Also - speed is quite slow on average (Central London), and the very very small print is that you also have a £120 fee to cancel the broadband within a year. The £30 you're quoted clearly during set-up is only for cancelling the line - £120 to cancel the broadband is extra.

The ONE plus point is that the customer service agents are really pleasant, but there's obviously training gaps which mean they consistently make errors that go on to create terrible customer service overall.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
London Plusnet  
You get what you pay.
It is cheap, however the line is intermittent and slow most of the times.
Be careful when you leave them, as when you notify them, they will send you an email to acknowledge the fact you're leaving, however they will then deny and explain that the email was automatically sent. They will finally charge early cancellation fees. Probably best to send them a letter to cover you in case you decide to leave them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Kent Plusnet  
Absolutely terrible, would not recommend it to anybody - connection extremely unreliable, horrible customer support cannot get anything sorted i found myself phoning up around 7 times during 2 months and my broadband is still only half working. Worst broadband i've ever had.
Scotland Plusnet  
I have been a PlusNet Customer for years. We've been paying £45 pm for super-speed but it is barely adequate, HD rarely loads on anything. I have queried this several times and on my last call they promised me a new router. 2 months later, still no router. I tried to contact them, the online chat is impossible to join and who wants to wait up to an hour or more on the phone? I've given up. I've wasted so much time and money on a service which is worth more like £9.99 per months. I will just switch. Was really pleased with PN in the early days, but since it's been bought out, it's just like every other large provider, full of promises but rubbish in practice. Might give Zen a go, the Which? gives it a 91% customer satisfaction score whilst the next one down gets 71%.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry Plusnet  
I recently changed my broadband package from BT to Plusnet, BIG mistake , i lost all internet and tv etc after plusnet took over and continued to have no service for some days after switch over i was told that i had now got broadband service up and running but i did not have any service, i emailed plusnet as it is impossible to contact them by phone?? unless you have an hour to waste waiting in a queue? so i got on there online chat line to get some support and was told that i had not paid my bill? i told the plusnet chat representative that i had already paid the first month plus the set up fee, and had had nothing in the way of service ? after wich she said that i had had broadband working for last 6 days? only it had not even switched over for 6 days, i had list patience with this complete incometant person on the other end of the chat line and said that i will be cancelling contract, it was like talking to an idiot, now renewed contract with BT, dont entertain plusnet as they are useless with Zero customer support
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
hertfordshire Plusnet  
For the past few days, the internet is not working and this matter affect my income and my financial situation. I keep calling PlusNet and waiting near an hour until someone is answering and all of them are telling me to wait for 6 days. The customer adviser are treating the customer without respect: I asked what is their complaints policy as I will like to make a complaint and the response was "log in into the portal and there you can make the complaint". How to do this if I don't have internet?


So following my experience, I will not advice anyone to sign a contract with PlusNet.

Now I am looking into finding other internet provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hayling Island Plusnet  
charged me paying by card because they chose not to take it by Direct debit.
Speed/ reliabilty was real issue.
Now that iv left them and another broadband company is using the line, PLusnet is still taking a monthly payment from me!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Plusnet  
I was tempted by the cheap price and got a cheap service. Continued loss of connection terrible download speed and appalling customer service led me to cancel my broadband and despite the broadband not being for for purpose I still had to pay £120 fee to leave. Now with virgin Costs a bit more but fantastic service and I don’t have long pauses during tv shows or have to wait 10mins to read an email.
Don’t waste your time
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dudley Plusnet  
One month and 2 days without broadband and still waiting. Plusnet are owned by BT and rely on Openreach to provision, so they don't have control of the omnishambles - my order has been "accidentally cancelled due to system error" 3 times, the "problem at the exchange" has happened twice. Just awful service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Reading Plusnet  
supposed to be best for customer service, well I would hate to see the worst.I called three weeks ago to report a line fault, no phone line and intermittent internet.firstly finding a phone number to report the fault wasn't easy.Then it took 30 minutes to get through.The guy carried out a line test and said there was no fault and it must be my equipment have I tried a hardwired phone.No I hadn't so end of call as I would not agree to the charge.Being a very busy person I eventually went out and bought a hard wired phone.Guess what no phone line.I rang back and they said no fault on line but their obvs is.48 hours later openreach came out and said my phone line was kaput.It was 97mtrs from my house and he could see the fault on the test.He also said the line must have been faulty for ages as it had been nicked in the manhole.Thanks for nothing Plusnet.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Tyne and wear Plusnet  
1 month and 10 days without internet, and a poor customer service experience. Unable to take ownership of mistakes, unable to follow basic requests.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chester Plusnet  
worst company ever dealt with. The telco industry has the worst complaints than any other. companies like Plusnet and Talk Talk are the worst of the worst. Why are Ofcom and The Ombudsman doing more to help us consumers. I am taking Plusnet to court.

take my advice and go elsewhere. not sure exactly where as they're all as bad as each other im afraid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
Pricey after the initial contract and terrible customer service.

Originally I had Broadband and Phone for £19.99 a month. Over time the cost has crept up now to over £33 per month for the same product! Plusnet hide the prices rises by separating out the products after your initial contract - BB - £9.99 per month, Phone Features (free calls) - £7.00 per month, then Line Rental Saver - £16.45 per month - Total £33.44 from an initial £19.99 for the same product.

Also, customer service sucks. They're polite but when it comes down to eg a router issue, after 1 year, the router is "out of Warranty" meaning you have to buy a new one if it goes wrong. No free replacement. Have to ask just what am I paying £33 per month for? I can pay for a service I can't use because the provided equipment has gone wrong?

Also had a lot of reliability issues albeit it's been good for a while now.
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Sheffield Plusnet  
This is terrible. So unreliable and it's on and off when you need to use it for IMPORTANT things. Definitely don't recommend. Yeah, Sky is expensive but at least it actually gives you WiFi. Unlike ~ some ~
  • Customer Service
    2 stars
England Plusnet  
Some of the others reviewers experiences could have been written by me. Was told if BT cant sort my problems I can leave FOC and was then virtually called a liar when I asked to leave. Useless internet which PlusNet admitted was "barely usable" but still tried to charge me to leave! Majority of staff were great but one was ridiculously rude to me. Felt like I was going round in circles until I insisted on the problem being escalated to a manager and despite them trying to tempt me to stay with a deal I decided id had enough and am in process of leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WGC Plusnet  
Pretty awful experience on the whole. Extremely unreliable internet, contact customer service, long waits, gets sorted for a week or so then becomes unreliable again. Repeat ad nauseum. So glad they decided to raise their price for this awful service as it allowed me to get out of the contract and go to another supplier. I will say that although their waiting times are long, you always speak to somebody in this country. That’s the only positive thing I can say.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Thirsk Plusnet  
By far the worst company. Terrible customer service and poor broadband speeds. They couldn't care less about their customers or feedback.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
ordered sim only,cancelled it within 3 days because i went with another provider,didnt refund my initial payment and didnt close my account so got another bill,called them and they said if i dont pay it i will get a bad mark on my credit file,completely their fault and they said i have to make the 2nd payment or i cant close the account.

*****AVOID AT ALL COSTS****
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk Plusnet  
I switched to Plusnet broadband and will now have to move away. everything about this service is poor.
The broadband speed is terrible, 1.6Mps, reliability is bad with frequent interruptions to service.

It takes an average of 10 mins for them to answer the service helpline.
Unless you call the new business line which they answer at the first ring.

They have just refused - yes, refused - to send an engineer out to fix the problem. They told me they don't like to do that because OpenReach charge them £160 call out fee!

Don't bother with them. They are one of those rubbish businesses that do not even try to deliver what they advertise.

If I were a Yorkshireman, I would have them thrown out of Yorkshire for damaging out reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
nottinghamshire Plusnet  
Total crap just been on hold for nearly an hour, supposed to have been set up over a week ago and then this afternoon, appalling service am going to try to cancel this
Axbridge Plusnet  
Shocking service so I decided to switch. Rang up to get acc number & sort code to make final online banking payment. Advisor refused to give it to me. I said id send a cheque in then as i didnt trust plusnet with my card details, then he said " or you can wait for debt collection to catch up with you!" Was so shocked I asked to speak to a manager who apologised. So glad I left them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Plusnet  
Be aware that while getting a reasonable first price this will increase as they automatically put the price up every few months (due to alleged improvements in their service) Then when cancelling they will charge you a £30 fee for leaving. Service in general is pretty slow specially on weekends. Avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Absolutely disaster. Fibre optic I dont think so. Very old age!!! Cant eait to terminate my contacts. This only happens in UK. You have to pay for something you will never receive!!! I wonder how they get away with this scam.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Twickenham Plusnet  
Want to watch Netflix? Forget it. Youtube? Dream on. Plusnet's broadband is more like dial-up. The connection keeps dropping out, the speeds, when it's actualy working, are poor to say the least. AVOID!
Oh, and the cheeky-chappy northern bloke routine is massively irritating.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet service is non existent. I can’t use my internet at all! I have had a BT engineer tell me I need fibre to get any hope of using internet. I had been told by tech I could leave FOC if it’s proven that they cannot give me the service I’m paying for BT engineer confirmed that. Yet now when I say ok I want to leave then, Staff suddenly start being obstructive and saying they need proof I was told I could leave! why would I lie? It’s hassle for me to change providers! They said they will let me change to fibre but I don’t want to stay with Plusnet as they are not the cheapest fibre provider and frankly I don’t trust them anymore and I certainly don’t want to stay with a company that just stopped short of calling me a liar! I have made a complaint to OFCOM as I feel it’s so wrong to try to push another contract on a customer who wants to leave because of already poor service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WGC Plusnet  
Avoid this company! Broadband drops out all the time and is cut off when you have an ongoing dispute with them. They didn't update my address even though they moved my service to a new address! and customer service is incompetent, complaint unresolved for 4 months. Relieved when they increased prices so I could get away from them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Plusnet  
The most horrendous ‘customer service’ I have ever received. Moved home which required an engineer to set WiFi up at the new address waited in on two occasions both times they visited the old address even though new address confirmed on every single phone call ever made to them. All but one person I spoke to was rude & told me incorrect information, even put my calls back in system to be answered after telling me they were putting me on hold. I’ve had no WiFi for 3weeks I’m still paying for the service & paying £65 a time for a engineer. Now I want to cancel they’re charging me £128 or I can pay for a third engineer, a moving fee & start a new contract to remain a plusnet customer. AVOID AVOID AVOID!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worthing/Steyning Plusnet  
Absolutely hopeless. I signed up on 13th April. After a few communications with "order being rejected" and undeciferable reasons as to why there was a gap of a week with nothing happening. I added a note to my "Customer Support question" to ask them to contact me. After two days still no more contact. I then said that I would cancel my order if I did not hear from them on 24 hours. Within an hour I had a call back. I was told that I had told them that I had a working phone line but now it transpires that I hadn't. In fact I had told them I didn't have one but they were adamant at the start that I did have one. They then told me that I needed to pay another £50 to get a line installed. 24 hours later I htne get this message ....
"Your orders have rejected due to Fibre not being on a waiting list. This means there are no spare pairs at the cabinet." ...
This is not customer friendly language. Indeed all their communications come across as aggressive and seem laced with penalty clauses or charges e.g. if I hadn't been there when the engineer called then I would have to pay an additional £66.... Good that they are upfront but there are much friendlier ways of phrasing it.
Anyway - now it transpires that not only do I not have a phone line but I can't have a broadband connection either. Bizarre really as I live in a town centre. They had told me that, having checked I could have a superfast 76MB connection. So, order has been cancelled and I have swallowed hard and gone back to BT.
DO NOT WASTE YOUR MONEY AND TIME TRYING TO USE PLUSNET.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastbourne Plusnet  
Had issues they didn’t help broadband connectivity useless I left!!!

AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Hastings Plusnet  
Insist a line needs to be installed for appartment in very new block of flats. Reluctantly I pay the £50 connection fee and set a date for installation. 3 days later I receive an email requesting I phone plusnet to give them the imaginary phone number for the line I don't yet have. Hold for 20 minutes. Then told immediately I didn't need to phone and it was an admin error. Then they rebook my openreach installation for 4 days(!) after the initial date I booked. Due to personal circumstances that day is not viable so +5days. Thanks plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Horsham Plusnet  
internet keeps dropping out,phoned several times each time told they would phone me back,never did.increased price half way through,more expensive to cancel than run with contract.never again!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
willenhall Plusnet  
I am literally at the end of my tether. I’m trying to start up an ecommerce and blog and I cannot even watch a 30 minute documentary on Netflix. My broadband is dropping out every 10 minutes! Plusnet have lied, asked me to stay in for engineers who never come, made me feel like I am being unreasonable and it has been going on like this for 4 months! I’ve had 4 BT engineers here over the last 2 days and it’s still not fixed. I wish I had never signed up for this! Plusnet customer services are not for purpose!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Plusnet  
So, I've decided to write this review because it's past my years contract, they're about to raise the price, and I'm browsing for alternatives.

That all being said, I've mostly had a fantastic experience with PlusNet. My package promises 60-80Mbps (7.4-10MBps) download, with a 9Mbps upload. Which excluding my first month (where I was "accidentally" put on the 52Mbps package, which was quickly fixed) performed superbly. No slowdown, and when I had to contact them (online and phone), excellent customer service.

Now, if I did have to throw in a minor nitpick, I'm not a fan of the router. It's not particularly bad, but not great either. I would like to have access to more settings, including the ability to manually control all in/outbound connections, and change/configure a DNS and VPN. Not a deal breaker, but (as I mentioned) is a nitpick, and can easily fixed by purchasing a better router.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Gwent, South Wales, UK Plusnet  
The worst provider ever, AVOID with a BARGEPOLE extended.. Leaving them asap., been patient with them several hours on support and engineer visits.. Broadband didn't work properly,. Poor speeds. Extremely long waits at Customer service. Price rises..and the list goes on and on...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Package costs creep up from ephemeral first-year competitiveness to subsequent loyalty penalty, and really dreadful customer support: it's not unusual at PlusNet to be waiting on a web chat for half an hour to then be 'connected' to non-existent non-typing person. As PlusNet is a BT subsidiary, they are not going to be competing hard on service or pricing. I'm migrating my several PlusNet accounts.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Oxford Plusnet  
At least one connection drop every day. The agents are rarely helpful. Price rises every year. Really disgusting. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
St Andrews Plusnet  
slow speed, near impossible to get to speak to anyone!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lancs Plusnet  
I've joined Plusnet on the 8th of March thinking that I would have fiber in 10 to 12 days. After long hours on chats and phone I've managed to have a basic ADSL broadband until the fiber arrives. It's the 27th of April, no fiber, but paying for a fiber contract! From "forgetting" to contact me, to mess up with the orders, no communication between their employees, inefficiency, you name it. I wish I have read these reviews before I joined them. Don't be fooled by their awards, they might have bought them.This company is a joke and you shouldn't make any contract with them.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
Long waiting times to speak to a member of staff.
Broadband connection lost due to another work in the area affecting my line. So why they don't have the courtesy to inform their customers of this? Very disappointing service throughout
East Lancashire Plusnet  
Excellent broadband but prices regularly increasing
TN380PH Plusnet  
Absolutely dreadful in every respect.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Chard, Somerset Plusnet  
The worst provider ever. Left them after 3 months. Lost phone number at start up. Broadband didn't work. Poor speeds. Long waits at Customer service. Price rises.

Awful company to deal with
Edinburgh Plusnet  
Current speed, 0.2mbps

Logged problem, "they will get back to me quickly..." How quick? "Within 72 hours".

That's not quick. Not by a long shot. This is a business service we have and this is a joke, it has to be!?

I would not recommend them to anyone. They fob me of every time a problem arises and try to scare me into not getting an engineer round. "You will be charged £120 if we can't find a fault from our end".

Don't believe their marketing schtick about them being all customer focused. I fell for it...
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Colwyn Bay Plusnet  
Appalling experience with plusnet. Connection drops out repeatedly. My order has been messed up again and again, paying over the odds. Only moved to them because BT was so bad, and these are worse. When on the phone the people sound helpful then they don't do what they promise.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Teesside Plusnet  
About 2 miles from telephone exchange and on fibre to the cabinet then 200m copper wires. Early morning before 8.30am good speed but then slows down as more people are on internet. afternoon much the same and worse after schools are finished. Sometimes it will say websites are not available as it takes so long to load them. Been told the exchange needs updating but as more properties are built in the area so more people using the internet and it gets slower. Also told other providers are much the same.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Spixworth Norfolk Plusnet  
Why did I ever sign up with this company. I have had 5 engineers out now in as many weeks. The one that came yesterday (Sunday) said all is ok but my internet still keeps droping out and I have a phone line that crackles. There is a BT van on my road nearly every day. It would appear they fix my problem then have to come out to fix a problem with another property. When they do that (in my opinion) they mess up my line again. Fast- I don't think so. Reliable- Never. Cheap no way. I called this morning and asks to be put through to faults and I was told "they don't have a number". I also cannot find out when my contract with them runs out. Come on PlusNet sort yourselves out. Enough is Enough
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Truro Plusnet  
Nightmare regret switching to them, buffering all times of day even buffering when listening to radio, this happens on any device. Mabey time to concentrate on value for money service instead of taking pride in customer service ...this experience has been like a step back in time as far as internet speed is concerned. I WILL NOT be recommending these providers to anyone
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Scotland Plusnet  
Avoid like the plague

I ordered a broadband connection on March 2nd. Paid a large amount of money upfront too. They mixed up the first engineer appointment, so I had to take half a day off work for nothing. It's April 19th today, I finally got my router in the mail and they supposedly turned on my connection by now. And of course it's not working. The "broadband" light is blinking on the router. I tried contacting customer support but of course nobody is available on their online chat or the phone. This is a garbage incompetent company, avoid them if possible.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
London Plusnet  
worst broadband i have ever had and they do nothing about it just take a lot of money for a service not fit for purpose and tell me i cannot have fibre here only available if you have BT i smell a large rat
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ceredigion Plusnet  
Still harassing me with calls and letters over what they say is an outstanding amount. Despite 3 calls and each time they admit this is their error and they will have it sorted out. ABSOLUTE IDIOTS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Perth Plusnet  
When processing my new deal for fibre all went through ok. Next day I receive a message saying my new number will be. Hold on I want to keep the original number. So rang customer services to get that changed. All was done ok my end. This was was 28th March. Was told I would be connected by 9th April. Result. On the 11th I was still waiting for confirmation to say I've been connected. For some reason my order was cancelled. I was then told i had to wait til the 25th which is another 12 days. After plenty of arguing with 3 unhelpful members of staff all they were going to offer me was 9.99 refund off the next bill. So they already took my 24.99 off me. They wouldn't give me my 25 pounds back and wouldn't get me connected any earlier. So in temper I cancelled and got full refund back. I've stuck with current provider now but upgraded to fibre which was still a better deal than these clowns offered me. Fuming Plusnet wasted almost 2 weeks of my time and then wanted to waste 2 more.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Plusnet  
Great customer service they’re having a laugh
They are charging me £30 for going to another provider after the minimum term has ended. The small print says if I leave p-net and don’t go with a provider that uses bt I have to pay £30 termination fee. Thanks for keeping that quiet
Don’t trust anything they say
  • Speed
    3 stars
  • Reliability
    2 stars
Bury Plusnet  
Really slow speed with regular buffering for the first time in years. Took the unlimited fibre extra, the fastest speed available in my area with plusnet estimating speeds far above my then supplier. The reality is their speed does not come close to my previous supplier, Talk Talk, how I wish I had stayed with them. Customer services tell me it’s my problem and to try all these changes with my set up - none of which work. Then they say the guaranteed speed is only for direct hard line connections. Who doesn’t predominantly use WiFi? No one I know. I didn’t have these problems with any other supplier. Thankfully it’s only for a year, four months left until I can escape. DO NOT CHOOSE PLUSNET - THEY ARE WORSE THAN RUBBISH. There were no reviews from Northern Ireland that I could find when I signed up or I wouldn’t have touched them. Every time their TV add comes on I get angry.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ballymena Plusnet  
Great company! If you like waiting half hour for a 2 minutes clip... Terrible service, tried calling multiple times and they didn't even pick up... Finally got hold of someone and they said they would sort it.... They didn't. I don't know if it is incompetence or greed that's the route of this shambles of a company but seeing as they're jacking up prices for a terrible service, I'm guessing greed. I hope Your inadequacy doesn't extend to your personal lives or you'll have some very disappointed spouses on your hands
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gorleston Plusnet  
Main complaint is slowness of their webmail email
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Northumberland Plusnet  
Poor service loss of signal frequently
Took 8 weeks of (slow) fighting to get them to accept fault and fix. Didn’t fix.
Abrupt and often rude staff at end of a very long phone call ( average waiting time 30min) with lots of accidental disconnections. Dreadful company who seem to be operating at the most basic level. Impossible to deal with and awful broadband service. Never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Paisley Plusnet  
Awful corrupt company, tempt you in with deals and offers then charge high fees to move home or end contract. Web chat slow and normally can’t resolve queries without having to phone their customer services. Long queues in phone with abrupt advisors who are happy to tell you and email you directly after the call that they are going to pass details to debt collectors if you don’t pay charges.

AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Wen I call first time to finde out all info about I had good service the men on the phone give me good deal and we done online account and all settled up...
Was a bit disappointed about promises in 10 working days will receive cash back check, but newer recived any think....
Was agree by phon about instaletion day but they chenge that, sending message with new date but no times there, I try to call 7 times to finde out what time they are coming, to be at home, but newer get true... Thanks God, this men come after I drop child at the school and I was at home... But if not -it's will be penalty 65 £ ...
Broadband speed is fine but every now and then dessapire...
In general not bad , but some thinks really disappointed!!!
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Oldham Plusnet  
Awful. Avoid.
They draw you in with cashback offers , but then don't pay the cashback and "customer service" reps contradict each other and lie to you.
Woukd have been cheaper to stay at previous provider.
The Plusnet hub is useless too, signal constantly drops out so you have to reconnect all the time.
Save yourself the hassle, rude & deceitful customer service and look elsewhere for your broadband needs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South East Plusnet  
IF YOU WANT BROADBAND OR MOBILE PHONE OR TRESTIAL TV DO NOT COME HERE
ceredigion Plusnet  
Very poor........frequent problems..........very long waiting times on the phone.

Stay away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire Plusnet  
Terrible, awful, rude customer service. Staff are incredibly unhelpful! Avoid the service is not worth the terrible customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Rugby Plusnet  
In my honest opinion. Trying to be totally fair. Sky gave me better performance and support was just as good as Plusnet. To sum up my plusnet experience in one word.
Rubbish. Yes total rubbish
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bedford Plusnet  
Moved back to Plusnet after the worst 18 month stint with postoffice broadband. Everything took place exactly as promised, I was notified of provisioning in good time and my broadband speed has jumped to at least 5 times the speed it was on postOffice (pobroadband is Talktalk in disguise).

Very pleased overall.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Plusnet  
The worst thing in the world. Constant problems, no one following up or trying to help, hours and hours of my life wasted.

It's been almost a month and still no live internet connection. What the heck is going on?

Just don't put yourself through it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lewes Plusnet  
Have been with Plusnet Broadband for over 4 years and have just renewed my contract. They matched Talk Talk prices without any problem and the whole renewal is so easy. I have only called C/Services twice in 4 years which solved my problems immediately and my BB speed is constant at 10 mb/s which is fast enough for my needs. I would not hesitate to recommend.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Congleton Plusnet  
BEWARE of this very dubious company.

BEWARE of this very dubious company.

At the end of contract they continue to take payment saying they shall refund you.

In reality they keep over half an entire months payment for providing 60 hours service before your new provider takes over.

Avoid

Scammers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cornwall Plusnet  
We moved to Plusnet 3 months ago and since then haven’t been able to download a TV program to watch. Appalling service in my area.
Am I fed up? Yes. Do I regret moving providers? Yes.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Fareham Plusnet  
Wait for ever for phone to be answered by customer service. Email to customer service manager not responded to. Never know when broadband will be working
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Cheadle Hulme Plusnet  
Although I've recently moved to another provider due to more competitive pricing of broadband and calls abroad package I have good things to say about Plusnet. Service was very reliable, UK support helpful and pleasant to deal with. Even when it came to terminating services everything was handled properly including arrangement of a refund for overpayed service days.
Would not hesitate to be customer again in the future.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
London Plusnet  
We discovered that someone that did not work for our company had set up a personal Plusnet account. When we reported this they not only refused to close the account but continued to take money for a year before finally admitting via a web chat that we were in no way liable, We cancelled the payments only to have the "debt" passed to their collection agency. We have been advised that they have behaved illegally and are in the process of complaining to the ombudsman and making a claim against this outfit.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Worcester Plusnet  
Speed and reliability are fine but customer service is ZERO.
They have problems invoicing me from time to time (their fault not mine) and you CANNOT get hold of them on the phone to sort it out. There is no web based assistant you can contact and no email I can find. RUBBISH!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Chester Plusnet  
had nothing but trouble with their wifi coverage can only use in the same room as hub.Had this for 14 months so I decided to switch then they informed me that my contract was for 24 months not the 18 month I agreed on.Was told it was all on tape the conversation I had with them about the contract length.I asked to hear the recording but they have lost it convienient.They then produced a email stating it was for 24 months and I agreed .I not get this email when I took the contract on or I would of cancelled it straight away.I DONT KNOW ABOUT PLUSNET DOING YOU PROUD MORE LIKE DOING YOU OVER
manchester Plusnet  
Worst customer service ever! Dismissive and incompetent, can't wait to leave.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Cornwall Plusnet  
Very bad day today. Plusnet took money for the first month of a new contract, didn't provide services yet (so no internet at home) and now when I'm trying to cancel the contract they charge me for £350. Going to tell everyone to not sign any contract with Plusnet. It is a trap.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
To sum it all up, we have faster dial-up connection in the Philippines, than this nightmare. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
London Plusnet  
The promises don't match the results. When we've had a problem it has not been quick or easy to rectify with Plusnet always blaming a third party for being slow or not responding.
Broadband speeds never as good as advertised - again an excuse of where we live. Reliability generally good but always ups snd downs. Bills never match what is quoted and they put prices up mid contract
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Perthshire Plusnet  
webpages always hanging
Slow speeds
Constantly drops connection
Had to pay for an engineer to visit and tell me the plusnet router is faulty and plusnet then changed and still the issues remain
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Plusnet  
I've moved from TalkTalk which is by far the worse company I've EVER dealt with. Plusnet is by far better with good reliability, good value packages and generally good customer service from people who are located in the country who can understand what you're saying and you can understand what they're saying. Customer hold times can be long but there is an option to do webchats which are wicker (assuming you have internet connection). Overall a very good broadband provider in a market full of crooks
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Plusnet  
I really wished I'd read reviews on Plusnet before joining...the main reason being I wasn't aware that it's owned by BT...(nothing british about BT).secondly all the negative comments I can relate to and I haven't even been connected yet or received my router !!!
I've now been waiting 4 weeks but the best thing is these people arnt stupid as they delay the order as much as they can so then it's very difficult to cancel after the 14 day cool down period...this company is full of promises and lies,when ever contact is made they all say the same "I will just put you through to the correct department"....that is after numerous times trying to get through to them ....THE WORST COMPANY IVE EVER DEALT WITH ...NOT SURPRISING THOUGH AFTER ALL IT IS BT !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halifax Plusnet  
Worst I have ever had
It NEVER WORKED same record every day when you call
We are working in your area it will be fixed by 3:00
For MOUNDS SAME RECORDING OVER AND OVER AGAIN
this should be ILEGAL FOR ANY COMPANY TO DO
DO NOT USE THIS COMPANY!!!!
DO NOT USE THIS COMPANY!!!
DO NOT USE THIS COMPANY!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
plumstead Woolwich Plusnet  
Absolutely awful experience from the day I joined Plusnet. I have had connection problems, then staff failing to adjust settings at their end after saying they had, upgraded package not being actioned but taking the money for it, and now they are billing me for more than
agreed, I have been on the phone with them and tyhe agent has just acused me of lying about everything. He was speaking total rubbish, and even told me he knew better how the direct debit system worked than I did despite being a bank employee. Agent was very aggressive and angry on the phone, and even phoned me back after I told him i had enough and was hangig up, I presume to harangue me further. Luckily for me I have a call blocker, and he was presented from doing so. I joined because they advertise "award winning customer serive" this is a blatant lie, and their customer service is truly awful. I now have months of paying over the price I agreed for a terrible service. I had to have Openreach engineers out twice, and the second one was not authorised to work on the wiring in the building, despite Plusnet being adamant the problem was in the house, which it turned out not to be. I will never ever use plusnet again. They are by a mile the worst ISP I have ever used.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Scotland Plusnet  
As bad as BT which is no surprise since BT took over. Broadband drops out and worse thier crappy router does not pick up the connection so it has to be reset manually. Speed is poor - due to drop outs lasting until you manually reset the router which can mean 20 hours of zero connection depending on how often you are home. Service - utterly disgusting - 30 minutes every time you need to speak to someone about the awful service and a completely cretinous system of point blank refusing to change a payment date because- in their words - "it is impossible". It isn't - its because they don't give a toss about their customers.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
MANCHESTER Plusnet  
awful experience; advisers couldn't solve the problem for three weeks; with my new provider, my internet works perfectly well
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Terrible customer service, bad technical support. They all lie if they don't know the answer to a question. If you have a connection issue they will blame it on your router. When you buy a new router they blame it on your line. When you wait in and the engineer finds no fault at you end. They'll make needlessly disconnect you phone for days then say they have send the Engineer out again, "forgetting" that he was only here a few days ago. Eventually they discover the numerous faults at their end. Faults are always at their end! Then when you decide to leave Plusnet you suddenly you start experiencing the same unreliable connection that you had 6 months ago. Then they lie... Occasionally you get someone who isn't as thick as two short planks but that's very rare. Don't use them and watch out for other so called providers that are "serviced" by Plusnet too.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Aberdeen Plusnet  
The worst company we have dealt with. Slow broadband , and at times no broadband, constantly having to try and re-connect. Having to use 4g to access internet on my phone. Our contract is up in July and we will not be dealing with them again. Worst decision we ever made joining plusnet.
Stay away from this company!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Plusnet  
Have fibre broadband with plusnet.

Shocking speed and reliability - on broadband speed checkers speed comes up as just over 5mb/s. With uploads coming in at less than 1mb/s.

Thats not even the worst of it though - on average Broadband will crash on at least 5 occasions a day where it completely goes off for 5-10 minutes at a time for both wired and WiFi connections.

Plusnets customer service whilst meaning well are totally useless and do absolutely nothing - seriously do not believe the we'll do you proud - what they actually mean is we will do nothing.

Seriously avoid this company easily the worst broadband and customer service I have ever experienced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
St Asaph Plusnet  
I have been with Plusnet 18 months and I rarely had to contact them. The Internet slowed at peak times, I had the medium speed package. The prepay line rental was a bit of a rip of as it kind of meant you stayed with them longer as the broadband was 18 months and the line rental discount 12 months. But at the time I moved it was still a reasonable deal.

Now however, they have more customers they are treating existing customers poorly. I waited an hour for a new deal, despite saying they treat existing and new customers the same, in reality they don't. When I questioned why should I stay when they weren't offering me a good deal, I was told you don't have to stay with us! So with customer service like that I didn't. SSE offer better deals to existing customers and for super fast broadband, line rental and calls I am only paying £2 more than medium broadband, line rental and calls. Use a comparison site! Plusnet have dropped standards and are greedy for money than customer service now!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
East London Plusnet  
very poor staff not helpful will be glad to get out of this poor service tv adverts misleading they don't give a f++k about you I said I send a letter to ceo he said I do not care never go with them again they belong to BT so that's out of the frying pan into the fire as I left BT BECAUSE OF SAME THING
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
newcastle Plusnet  
From day 1 the service from Plusnet was appalling. A complete opposite of what they advertise.There customer service was even worse.I spent hours waiting for somebody to message me back on there messenger service(often been upto number 70 in the queue) as i could never speak to anybody in person. Quiet ironic as they are a telecommunication company!!There are far cheaper deals out there aswell- steer clear that is my advice!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
boston lincs Plusnet  
Worst customer service ever!!! They don't even deserve 1 star. Very rude. They changed the terms and conditions without my knowledge. Also refused to give me the ombudsmens number. Lies lies lies. Missold me a package and now every i called to get the ombudsmens number they put me on exessive hold and then cut me off!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
I will never renew a contract with them.

Their complaints procedures are non exsistant - the call centre staff keep you running in circles and other than hollow apologies you will find no resolution to complaints.

They switched my current home off a week earlier than the move date and cannot get the new house up and running for a month at least.

They will still take payments for the services though at an inflated rate as I moved house mid contract!! Even though they have a catalogue of errors in my service they want 200 to allow me to cancel my contract!

Buyer beware!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Crewe Plusnet  
Got a message from them after 5 years about renewing my domain name that was FREE. I have had major trouble talking to someone about it, I call them and they cant put me through to anyone and am assured someone will call me back. Next day I get a text message asking how my support call was handled. They closed the ticket without calling me.

So I opt to let my domain expire and grab it back as soon as I can after it's released, I click the "Let this domain expire" button and the message said "This domain will be allowed to EXPIRE", Plus.net then renew the domain at no cost to me for two years holding me to ransom, I cant edit it or change anything it says restricted or I don't have access to this. There should be a law against this type of piracy, I now have to pay a transfer fee more than the renewal.

I really don't like plus.net at the moment tho I did have a trouble-free 5 years. hey ho if I hadn't renewed my contract a few months ago I would leave.

DONT, I repeat DONT chose this company if you want good customer service. The support has gone right down the pan and to be honest It's looking like there not going to be around for much longer. Possible a buy out.

If I could give ZERO stars I would.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
ESSEX Plusnet  
I was a customer for three years. No problem with the service. I don't care about price. It worked, it wasn't outrageously expensive, fine. I was way outside of my contract term. I could have searched for cheaper providers. But I don't care about prices.

Then I'm moving home. I call them up and say that I'm moving so can you move the service to my new flat. Some guy, who I believe was Indian or Filipino, had a really hard time with the English language, says "Yes, we can transfer your service. Oh, but there's no phone line at your new property. That will be £65 to install. But we'll waive that if you sign a new contract."

I knew about this scam already. So I declined the offer. I don't want a new contract. Just continue the existing contract.

He said he can offer a lower price. So I humoured him. Maybe it's an amazing deal. It was £9/month or something. I don't even know how much I'm paying now. I don't care about the price. I just don't want a hassle.

Then he quickly says that it's a two year contract. I couldn't believe what I was hearing so asked him to repeat it. They were offering a two year contract. Or else you can continue with your existing rolling contract.

No broadband provider in the UK, including PlusNet, is offering two year contracts to new customers. Why would they try to lock an existing customer, who's been happily paying an inflated price for years, into a two year contract?

Total scumbags. And horrible business people. They lost a customer over this nonsense. A customer who does not care about the price.

Minutes later, I signed a 1 year contract with another provider for less than what I was paying Plusnet. And this isn't a scam introductory rate, it's just the normal rate.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Glasgow Plusnet  
First signed up the broadband was brilliant and soon after the broadband would drop out every day for hours for some reason at certain times I rang support and talked for 30 mins they said it was a problem with me I rang again they had me unscrew the socket in my wall and I rang a third time they said to change the broadband channel and after the many hours and pointless waste of time activities I had to go through nothing has resolved the issue in anyway DO NOT CHOOSE THIS PROVIDER
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Camb Plusnet  
PlusNet are a joke, no landline for 2 days thought it maybe due to the bad snow, rang plusnet who said it was an exchange fault and the engineer would sort it, should have been 2 days ago,now I'm told its going to be another 2 days cause the engineer who they say went out must have missed the fault, lets see what happens, not holding my breath, very angry customer
Eldwick Plusnet  
Paid upfront for broadband, they kept pushing the installation date back so left and asked for a refund as was within the grace period. 3 months down the line they still haven't refunded me and are they are refusing to investigate why. I don't know how they get away with customer service this bad
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Enfield Plusnet  
Terrible broadband, I need to continually access the router config page and change the wifi channel, it may work for 1-2 days (sometimes only a couple of hours) then I need to go back into the router config page and change the channel again. I need to keep changing the channel until I find one that is half decent, the process of doing this is tedious. I believe the issue is with the router itself, it doesn't look like an N series router provided by Sky or Virgin, plus net say if I want to upgrade then I need to buy my own router from a third party.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Motherwell Plusnet  
We suffered daily outages and micro-outages for a period of six weeks from September to November last year. The outages were eventually resolved but the Mbps speeds never reached the claimed performance - they never exceeded 8Mbps.

But when this fault was resolved, the issue with the incoming calls kicked in. The phone would ring once then cut the call. We thought it was our phones initially and replaced them with new handsets at a cost of £89.99, but the problem persisted.

Eventually, after several attempts and calls to yourselves, an engineer came out and said he thought there was a problem with the physical infrastucture, but then said he couldn't do anything to resolve it.

We had to call yourselves again and go through the whole line-testing rigmarole before a second engineer came out and spent several hours on site resoving the connection issues.

He made it clear that earlier problems with the broadband, the slow speeds and the incoming calls fault were all down to this physical issue with the line coming into the house.

As I indicated to you earlier in our conversation, after investing so much time trying to get these faults resolved, without bothering to press for compensation, it leaves a REALLY bad taste to be hit with what I consider to be excessive and unreasonable charges for early termination.

It may be a contractual obligation, but there are fair contracts and unfair contracts, and I consider this to be the latter.

I am determined to escalate this case to raise the issue of excessive tie-ins with senior management.

I will also go through all channels open to me to seek some sort of retrospective compensation for non-provision of the service.

I also feel that it raises questions of mis-selling. The address supplied was a rental property and I don't think a 24-month tie-in is really appropriate for tenants subject to a 6-month assured shorthold tenancy.

The landlord decided to put the property back on the market at the end of the tenancy, leaving us with no option but to move out at short notice.

I found Plusnet to be arrogant and unsympathetic in their handling of this issue and this has added to what has already been an extremely distressing experience for my family.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lancashire Plusnet  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
Cambridge Plusnet  
The speed and reliability was patchy, it was fast mostly, but frequently just cut out or went slow.
But the real problem is that you cannot communicate with them. I usually had to wait 30 minutes on the phone, the chat option is always unavailable and email is not offered.
Avoid this company pay a little more for better service and only use companies that allow email communication.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Moretonhampstead Plusnet  
I wish I had read these reviews before signing up. My Sky broadband was switched off yesterday to make way for Plusnet but I haven't received a router. I contacted Plusnet, that took 25 minutes just to get through to someone. She said she would email me details of how to connect to Wifi through my Sky router but using Plusnet broadband....I didn't get an email. Very unimpressed so far. I wish I had stayed with Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Torquay Plusnet  
Broadband is very poor constantly buffering on all devices and cits out constantly, not to mention they may be cheaper than others but the wifi is just terrible
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
the following is my response to Plusnet and yet still no respone:Hi
I am sorry but this is totally unacceptable, we ordered this service over a month ago, and we have only just had the telephone line switched over to you. I have come in this morning to find our internet has been shut off and your new router will not connect, because we have to wait a further 2 weeks. Surely the name BUSINESS broadband tells you that we need broadband as a business to function. We joined Plusnet after seeing your adverts promoting your main selling point - great customer service. Well, I would ask now, where is this great customer service? We have just spoken to Rob and have been advised that this is just the way it is and that there is no way of escalating this complaint, no-one else to speak to and no way of getting this dealt with urgently. All in all, a very poor start to our relationship with yourselves.After just reading reviews on broadband.co.uk, i wish i had never of bothered, your customer service reviews are terrible, could someone please take ownership of this and sort it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bristol Plusnet  
I signed my mother up to plusnet over a week ago. They have taken the upfront charge of £206.88 and cancelled the order. They are refusing to connect her within the normal 10 days leaving someone who is officially in the vulnerable category without phone or internet in poor weather.
I am so disappointed in their response, they avoid communicating on the problem using texts rather than calling as requested texting and lengthy delays in responding to calls and chat. Their ads do not portray their real service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Only writing this out of desperation. Joined Plusnet 16 jan and had no landline till this weekend. Broadband is non existent and has now lost me 2 days pay. Can only write this as using my mobile. I’ve spoken to many lovely people in customer support but just want to use broadband now. No problem with my previous provider
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
South wales Plusnet  
Terrible! I would not recommend them to anyone. It took 8 weeks and endless phone calls to listen to incompetent customer service dance round questions and give false promises about getting sending an engineer to fix the wifi. After so many pathetic excuses and promised dates I cancelled and then got my wifi up and running BT within a week. Plusnet will do you proud? They did anything but that...absolute waste of time and money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen Plusnet  
I have had one of the worst customer service experiences in my life with plusnet. I rang through to see how I would go about cancelling my account and the guy came on the phone really rude " why do you want to cancel" I explained that my speed is slow then he said " well you cant your stuck with us till 6 more months" this guy (billy) coninuted to be very rude so I asked to be put through to complaints. Only to find they are even worse! when omar came on the phone he sounded like he had just got out of bed and could not be bothered to speak to me like a human. I would strongly advise anyone to AVOID THIS COMPANY.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Middlesbrough Plusnet  
Broadband speed and reliability fine. Their webmail email is near to useless. When I complained was informed I wasn't paying them to provide email! They helpfully suggested I open an outlook account etc
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Northumberland Plusnet  
Stay Away from this Company!!
Unfortunately I have joined this company since October 2017 and Since then I don't have WIFI. I have tried more than 15 times to contact the company but the waiting times was killing me(waiting time around 20-30 minutes in the best cases)so during these three months I was Paying for no Service, Finally I succeed to get in touch with the customer service which doesn't know anything about customer service actually,
I have spoke to three of them member staff whom they were absolutely rude by all meaning of word not helpful and didn't try to solve the problem. they are not honest as well and denied to have any engineers in the company and when i insist to send me one, the told me will be extra charge of £65.00.I refused that as it's them obligation to solve the problem without any extra payment.they are completely not professional.
Now the problem with WIFI still exist and no one care to help me, they just taking your money.
if was possible to rate this company (0) or even minus I will do so as it's the worse company I ever had in UK.
useful advice stay away from this company,Finally they should call it PLUS SHI... NOT PLUS NET
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Appalling treatment of a customer who had been loyal for 18 months. I asked for a fibre upgrade before we moved into our property that had been occupied previously by a friend, with Plusnet ADSL working ok. Fibre ran at half minimum speed during the 10 day settling down period. Advisers could not improve on this.
Then, the day that they were supposed to bring across our previous phone number, they messed that up, leaving us with no broadband at all for (so far) 20 days.
Twice they have promised to get us back up and running with ADSL as it’s quicker to set up than fibre, just to get us something, as my wife needs it for work; and twice someone has overruled that and reordered fibre. We are currently expecting to have fibre in another 10 days, meaning we’ll have had no Internet for well over a month!
I formally complained and have had no response. I have asked 3 times for an update in the last 5 days with no response so I had to ring them again. It’s hard to pin down an individual to discuss a complaint.
Do yourself a favour and avoid this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bexhill Plusnet  
Terrible company. Awful mps well below what i was sold and had two modems and have had by line "turned up" from there end and unrestricted! Went back down again a few weeks later. Engineer cost £144. Poor customer service, poor service all round! Check out there trust pilot reviews for a more accurate picture of this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
The internet service is fairly reasonable, with some slow connections and more annoyingly, no connection at all every month or so which entails me having to turn the router on and off - something that never happened with the BT router I had previously.
However the customer technical service is appalling. Twice I have had problems with a) my printer and b) no connection even after turning the router off and on. Both times the Plusnet assistant was trying, unsuccessfully, to help but then the line went dead. I get the impression that after an allocated time, the call is cut off if the problem is not resolved. Both times I sorted out the issues, and I am no techno geek, so I would have expected the Plusnet (knowledgeable??) assistant to have been able to do the same. The second problem was definitely internet related (concerning my IP connections) and not a device problem, which seems to be their get-out if they can't help - blaming the device and not the internet service. Technical support definitely needs improvement.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
LEOMINSTER Plusnet  
I am disgusted. Ripped off as a single pensioner! I was not notified of new contract. It was automatically renewed without my permission. No email notification to give me a chance to go elsewhere. Rang and complained. They got me a slight reduction from nearly £30 a month to about £25. Blackmail as far as I am concerned. If I leave I will owe £170 (these figures are approximate) disgusted! I have complained to no avail!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Didcot Plusnet  
If it was possible to give zero stars I would. Was guaranteed 20 mb/s but in reality only get a maximum of 10 mb/s. The router they sent us is also faulty and turns off at random points during the day or currently drops by a crazy amount of ping. AVOID AT ALL COSTS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Plusnet  
Worst broadband ever!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rugby Plusnet  
I was told to expect minimum broadband speed of 32 Mbit with fibre, possible even 40 Mbit. What I got, after signing up, was 11 Mbit, not only that it has always been erratic and constantly running even slower or losing contact altogether. A few weeks ago we lost internet access for over three hours. E mails to complain remain unanswered and ignored, phone to complain and there is always as 45 minute queue so I have never been able to speak to anyone. The final straw today is that I have been locked out of my plusnet email account. I can't wait for my contract to expire so I can go elsewhere. Total rubbish service.
Canterbury Plusnet  
Signed-up on 27 January 2018 noting the 10 working-days minimum set-up period. Called 20 February to check on installation. Advised that due to staff error, the process had not yet started so would have to begin the 10-day period again (quoted 6 March as earliest installation). Advised Plusnet that my BT contract ended 1 March and so I would either have to go without broadband for about a week (assuming they actually installed on the 6th) or stay with BT on its £42.99 per month rolling contract until I found another provider. No matter what provider I go with (I'm excluding BT's ridiculous service and charges)I'll have to wait the ten-day period and pay BT more than I would elsewhere. Plusnet simply not interested in this - awful customer service.
Have emailed Plusnet's Chief Financial Officer - Andy Baker - but not holding my breath. Anyone thinking of Plusnet should look elsewhere.
Glasgow Plusnet  
Legalised theft. After a 1 year contract which I paid (despite having left the property their broadband and phone was supplied to) this company demand a "cessation fee" to end the service. My new provider is BT and although Plusnet said if your next provider is part of the BT group, they will waive the fee, guess what? Yes they found a way to justify not doing so. Apparently it's because they did not have to change to BT at my new address. I explained that as the provider here was historically BT this saved them the effort. No, such logic STILL cut no ice. To add insult to injury, 2 minutes after emailing to tell me I owe this outrageous "cessation charge" they emailed me again to say the matter has been passed to a debt recovery organisation. Scare tactics and intimidation. Good customer service? They don't know the meaning of the expression.
  • Speed
    2 stars
  • Reliability
    2 stars
Carmarthen Plusnet  
We are having an horrific experience with plusnet. We terminated our contract with BT on the 30th of January and we are still waiting for the router from plusnet which means we have been without internet at home for the past 3 weeks. And if we want to cancel with plusnet we need to pay £200 fee. Incredible.
London Plusnet  
I think PlusNetvare the worst broadband providers I have been with (and I was with BY for almost 18 months). They give it big kicks about being great for customer service, but my experiences have been anything but. Recently they decided to not take our direct debit and then cut our internet. When this was discussed with them no explanation was offered. I bought into the local Yorkshire company marketing, but if I've learnt anything in the 7 months that I have had the misfortune of being a customer of this incompetent organisation it is that Yorkshire is far better at tea than internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Never thought that broadband provider will male me cry. My phone Samsung edge 7 kills all internet in the household, when I'm not connected to our Wi-Fi we dont have any problem but as soon as i connect my phone it goes down... internet then only works on my phone. Its enough even if i only login to facebook or check my email.. PLUSNET can't get this resolved, there is no problem in the phone itself (when i go to my friends house they dont loose internet when im connected. And opposite, when someone comes to our house with the same phone everything is fine)...i have even called to Samsung technicians and they confirmed that problem is not with the phone. However, PLUSNET sais that if i want to cancel my contract with them now i will have to pay cancelation fee of £70 (contract is due in august). ALSO as a "good morning" today i have received sms from them saying that we will be charged for engineer who visited us recently (in November). But when i have called them 3 times yesterday NO ONE EVER MENTIONED THAT on the phone! Of course it's easier tp send message. My question is why i should pay for something i am not at fault? Where are my consumer rights? There always should be some exclusions. Its absolutely impossible to get to conclusion with them as they are not willing to cooperate and just trying to make money out of nothing. Absolutely exhausted and so upset as they literally ruined at least 2 days of my life as i have to hang with them on the phone and they are not helping at all!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Plusnet  
Moved over to plusnet on the 24th jan it didn’t work so called them was told it would be up and running 24 to 48 hours later it didn’t happen was then told fault on line which they then said was sorted 2 dats later still didn’t work spoke to one girl who just sighed a lot she gave me the impression I was just stupid called them another four or five times still no joy got to the 14th feb I gave up on them and cancelled order I do not understand what has happened to giving the customer a service
Brighton Plusnet  
My broadband speed from Plusnet is adequate, but my experience of customer service not so. For almost four weeks (29th Dec to 26th Jan) I had NO broadband service, and while one operative assured me that a refund would be arranged, Plusnet has declined to arrange this. It's not the amount, but the offhand dismissal which offends me. Quite immoral. Now looking around for a more trustworthy provider....
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Iver Plusnet  
Been waiting over 3 weeks to be connected with broadband. Different excuses every time I ring them. One of the staff said I need to pay £49 extra for a new line to be installed. Terrible stressful experience so far. Between them & Openreach my perfectly fine internet connection which worked before the switch, has become a massive problem.
Norfolk Plusnet  
Okay. Where to start. Appalling customer services with extremely long hold times. I found some staff fairly rude when dealing with a problem I had with the router. Was basically accused of lying about its condition. I had the router just over a year and was sent a replacement one. Which they then signed me up for another 24 month contract which I didn’t agree with. Finally able to leave without getting a cancellation fee and they literally couldn’t care less. No loyalty despite being with them for 3-4 years. Their offers are good for new customers but not for exsisting. Also found the speed variable and often so slow unable to stream tv shows etc
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Leeds Plusnet  
After moving house, I wanted to keep old number and continue with Plusnet. After 5 weeks of waiting for engineer to come, they eventually sent one who set up internet but not phone, like I'd ordered. I tried to contact but every call was a waiting time of 40-50 mins. After waiting on one occasion the rep answered and accidently cut me off! That same week I was on hold for over 100 mins collectively. What a waste of time. When trying to contact online, it often says there is no online rep available. I eventually got through only to be told there is a fault with the line. It took another two weeks for Plusnet to contact us to say it had been fixed. Two months later I still have never been able to use the phone and yet have been charged. I have contacted again today. They refuse to refund the money they have charged, despite the fact it has never worked. They have said there is no evidence of me contacting them. Disgusting service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Leicester Plusnet  
Shocking. Broadband started at a reasonable speed, within 6 months I was down to 1mb. 3 months after i was only 0.1mb. All their 'customer service' team wanted to do was sell me fibre, and at a greater cost than they advertise for new customers. DONT BELIEVE THE ADVERTS! customer service is non existent.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
St albans Plusnet  
charged a lot for a very poor service it does not do as it says on the can very poor all round
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
llwyndafydd Plusnet  
Broadband speeds between 2mbs and 20mbps never to the 30+ mbps I was promised. WiFi router is very cheap and poor. They then rip you off on landline calls. Call centre response is very poor.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Lee Plusnet  
Six phone calls to this company two agents promised everything got nothing,next got a very rude agent who called me a liar finally got a really helpful guy"Mentor" who listened to my problem dealt with it now awaiting the promised credits to my account think that wil be another story
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Fawley Plusnet  
This company is a scam, I have been paying for line rental I never wanted and it never actually worked. They have charged me for years for a product they never gave me but will they do anything about it? No. They charged me 98 pounds for 5 hours of international calls I had to make while my mobile and computer were being repaired and if I decide to leave they will charge me 2018 pounds. They are a scam and a rip off. The government sold of the phone lines which were a public utility and now we pay the price
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
This company should use the motto of "We do you over proudly" There service is awful and there is absolutely no customer service or ability to deal with any complaint or issues what so ever. I would rather walk five miles to talk to someone in person than use their rubbish service avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedford Plusnet  
The customer service is quite good, but aside from that Plusnet is a broadband provider that will make you want to tear your hair out. The signal is very unreliable and at times, very, very, very slow. We switched to Plusnet from Sky because Plusnet was cheaper, I can see why Plusnet is cheaper, it's because Plusnet is absolutely sh#t.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Reading Plusnet  
If your thinking of going with this company beware. We had a terrible experience as a blind person ,which has ended up costing us our food and heating money for a week . I am blind and spoke to customer service about our treatment, they never had he decency to get back to us . They are unhelpful rude and really unprofessional. If you can go elsewhere .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hastings Plusnet  
Awful. Waiting times on the phone go into the hours, service advertised is not provided and complaints are ignored so you cannot cancel. I've been getting little service and awful customer service for 4 months. It's a scam. Dead lock letter is the only way forward. Avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
This company are so simply not worth dealing with . Their customer service skills are appalling and they only know the reply to your query as being "you have agreed to the contract " funny that as you cant try their product before paying. They have messed up all the DD mandates , sent letters requesting payment , restricted services yet they had taken the money. After this contract has expired will never use them poss because part of BT that may be another negative too.
Customer services well that is a joke they never call back and even the senior management never return calls maybe that there is indeed no senior management anyway? Quite simply they do not do what the say , never return calls and simply run a managed list of quotes off a calling sheet to deflect the issue and absolve themselves of any responsibility to the customer . hope the loose the business and go bang . I would so definitely recommend Vodafone never had a issue
  • Reliability
    3 stars
Bedford Plusnet  
Horrendous since day 1 I haven’t had speed above 8mbps and went from BT where I had 76mbps down.

Almost a month with no resolution no feedback from customer service no refund nothing!

AVOID!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pembrokeshire Plusnet  
Although Plus Net is part of BT they cant supply me with Fiber. They blame BT - BT blame Open Reach. No Virgin Cable here - So BT has a Monopoly!!! Supplied router - poor wifi range.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Cornwall Plusnet  
After two years with this company i have to say its the worst experience from a supplier ive encountered
Reported twice to Ofcom, speeds on the internet are slow slow slow and the customer service would be zero starts if it was available, you go round and round in circles same old rubbish told blaming everybody except Plusnet
Avoid Avoid avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bristol Plusnet  
Plusnet has the worst customer service ever and they have an ad running on TV saying they have been voted as best at customer service.....PLEASE!! Their **** internet stops just randomly during working hours and their customer support agents are best at just saying there is some problem with the router and hanging up. An absolute Abomination and waste of money.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
sheffield Plusnet  
I have been with Force 9 (a.k.a. Plusnet) since the days of 33k modems, and they have consistently performed well over the years. I now get ~17Mbps which is exactly as expected given the 1.2km length of copper to cabinet 10. Plusnet can do no more than the BT Who;esale owned copper wires allow.
When I have had problems, at least can talk to decent Yorkshire call centers who have always got things sorted for me. They get my vote.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Heage Plusnet  
Always a bit of a gamble jumping ship when changing broadband supplier. You never know if you will get what is advertised. Anyway, I went from sky broadband to Plusnet Cable and I cannot fault anything.

Speed is as promised. You can do speed tests but the best way to check it is to monitor the speed on your PC LAN port (I use Bitmeter) while uploading and downloading to google photos as google have the infrastructure capacity to max out your broadband connection for a sustained period and Plusnet are giving me what was promised. 36Mb DL and 6Mb UL.

Customer service kept me informed all the way. I'm very impressed and saving money at the same time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Liverpool Plusnet  
Do not join this company if you wish to keep your old number you have had for years. They ask you for your old number but then just give you a new one. Wish I had never changed to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Plusnet  
Let's face it, a company is only as good as how quickly they respond to issues that arise. I haven't had a phone line for the last few days and internet connectivity has been extremely poor (cutting out every 1-2 minutes) Following a conversation with a guy called Yasser, he determined there was a fault inside my home and he would need to send an engineer around four days later to fix the problem and for which I would have to pay £65. Well, I waited in all afternoon and no one turned up from Open Reach and I am informed that I have to contact Plusnet. These are the facts. The service is diabolical, post sales customer care is non-existent and internet reliability is hit and miss (even when there are no faults at anyone's end). When will I get my landline and internet back? Who knows. Perhaps I'll wait till my contract ends in August and just go Fibre with Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
stoke Plusnet  
I am never able to login on my plusnet account as their website is always down.

Their customer service, specially live chat is extremely slow, useless and a waste of time.

I have 76Mbps internet, but only on papers. The actual speed which I get is different every day and is most of the time much lesser than what my contract says. Streaming is never smooth and it makes me believe that they automatically slow the internet down for no reason when their system detects movie streaming. I obviously didn't buy that high speed fibre internet just for occasional browsing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
I have a sim card only monthly contract deal with Plusnet, what a mistake, for 3 months no data worst is my credit file at Experian is U(dispute) instead of O(clear account) customer services very unhelpful by email to correct it
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Plusnet  
Yippee my 18 months are up - I am moving back to Sky - lets hope they are still ok? PlusNet Fibre connection after moving from Sky is a joke, the last couple of months have been even worse with a constant drop in connection every 3-4 minutes and always at peak time. I was with Sky for a couple of years and never had such a bad connection.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
nwecastle Plusnet  
Spoke to a lovely lad called Cameron from Sheffield was very helpful,excellent customer services as I work in the same industry,very happy with the call outstanding.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Plusnet  
The most atrocious and frustrating service ever. Ongoing problems since August with no sign of resolution
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
COVENTRY Plusnet  
Customer service is a joke. Tried phoning and not got through yet. Takes an age to get through via chat.
They eventually answer twitter or Facebook.
Not like TV adverts....
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
County durham Plusnet  
We switched to Plusnet around three years ago onto a usual broadband contract and had no real problem. Then we ordered their fibre service and oh my god what a mistake, it is seriously bad.

Some of the rooms in the house have zero internet and the ones that do get drop offs every few mins. The router is a really cheap nasty thing that isn't fit for purpose in my opinion.

Contacting their technical department is a complete waste of an hour waiting to speak to someone who when they eventually answer read through a scripted load of ***** about how to improve your speed/connection. The router is where their engineer sited it.

The speed we get is half of what we pay for. It really is terrible.

Oh and they are actually owned by BT.

Our contract ends in two months and it can't come soon enough. I wouldn't stay with them if they offered it free.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Blyth UK Plusnet  
the worst internet company that you will be able to do contract in the world all the services are rubbish. Costumer service doesn't help.And so rude
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NW10 0DP Plusnet  
I made a very seriously mistake in picking Plusnet as my internet provider.. when my contract with sky expired I thought I'll shop around even though my switch went smooth enough the broadband is terrible! Totally unlike my previous provider. The internet has so many interruptions than watching a movie with adverts on itv. I just cannot wait until the end of contract.. the customer services are a forever wait and I don't even use my internet a lot as I work away from home a lot too.. coming home for a few days a week and I cannot relax abd get a decent connection! I really hate this company!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Every thing went smoothly when I switched to PlusNet, so did not need to talk to Customer Service hence no marks for that. Phone and broadband fine and I got the £50 bonus, so I am happy.
  • Satisfaction
    4 stars
  • Speed
    2 stars
  • Reliability
    5 stars
LIVERPOOL Plusnet  
Well the experience with this company was so bad its hard to explain, the award winning customer service is shocking.Takes 30-45 mins to answer, 4
times i rang with the same problem only to say they will ring me back, they only rang me back when i changed to another provider.the problem was i wanted a cheaper package as my contract was about to end so.so i agreed to a new contract a little cheaper as my children have left home and me and my wife hardly use the internet,but my bils stayed the same i contacted them they said they will ring me back but never did this happend 4 times so war a bit mad and decided to change my provider. they got in touch and said i would have to pay over £200 to leave.i told them that the contract was void because they had not changed it.they also said they have listend to my recording and i agreed to another 18 month the same package as last time. I told them this is a lie and wanted to listen myself,they told me this would cost me £10,so i agreed still have not heard from them about this only letters asking for money. This company is a joke and you should keep well away.
preston Plusnet  
Was told my services would take 10 days to activate... It's now nearer 30 and nowt.!! Happily taken my money though...
Called customer services and that's all I got was a bad attitude...
Asked for the complaints dept email address and was told I had to write in via the 1980's postal service.!!

Not the best advert for an internet services company..!!

PlusNet are not ranked 65th - 67 internet providers on Trustpilot for nothing


STAY AWAY IF YOU'VE GOT ANY SENSE
  • Satisfaction
    1 star
  • Customer Service
    1 star
Swansea Plusnet  
I paid for my daughter to have plusnet in Cardiff for 4 years. The price went up year on year till broadband alone was £38 month.The service was unreliable, the router kept overheating and customer service was none existent. Never use them. When I asked to terminate I was charged....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Plusnet  
I have just left Plusnet after an awful two years. I don't normally leave reviews, but this is the worst company I have ever had to deal with.

To summarise my experiences - I have made 94 calls to this company for faults, failures and mistakes. It took them over 3 months to get my internet working, and then it was dial up speeds. It took them another month to get the speed up to what I was promised. The majority of the people that work in their customer services and call centres are generally incompetent, unprofessional, sometimes rude, idiots. On the rare occasion that you do deal with someone who is capable, their service is soon let down by having to refer you or hand you over to another employee out of the talentless pool of dead carcasses that work there.

Every time you request a change to the service or there is a fault, prepare yourself to have to make numerous phone calls to resolve even the simplest of problems. Of the 94 calls I have made I have found that the person you speak to (obviously you have no control over this) has a much higher bearing on when the issue will be resolved, rather than what the actual issue is. Some of the simplest faults have taken weeks to rectify, and if you don't keep calling them, they can take a lot longer.

Thankfully I have now left and switched to another provider. The experience has been a breath of fresh air, there have been a few minor issues with the new provider, but they have all been resolved quickly and promptly. This is a very different experience to PlusNet, who I am still having to call as they have cocked up the final bill and rather than rectify it before it leaves my account (Over two weeks to sort this before the bill date), I have been told to wait until the excess charges come out, and then I can contact them to get it refunded. I am sure I will break 100 calls before this is resolved.

"We'll Do You Proud" - Far from it!
AVOID LIKE THE F****ING PLAGUE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Wakefield Plusnet  
Fortunately I've come to the end of an 18 month contract and pleased to get away from this terrible provider, internet speeds less than a quarter of what I was promised and continually dropping the service completely.
Customer service are incompetent as are their technical department.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scunthorpe Plusnet  
When it's working the speed has been pretty good and i haven't had as much trouble as with Virgin Media. However, customer service is really poor as they are frequently hard or impossible to contact - at times when I've been told there's a phone waiting time of 10-15 minutes I've been on hold for 30-45 minutes, the chat line is frequently too busy for further requests and even when I've raised a fault or complaint, there is no provision of a direct complaints line to follow up for updates, apart from to go via the very long hold process again.

Basically, if everything is working fine it's good, but as soon as there's an issue at all it's really frustrating.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Brighton and Hove Plusnet  
Awful service, over a month and still not connected to the internet. Found out same as John Lewis, both should not be touched. Customer service is useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bridlington Plusnet  
broadband speed around 16Mb most of the time. ok for PC but has trouble with some TV progs, has to play catch up when watching some movies and pixilating on some channels, another big thing I am not happy with is the price, when I first started with plusnet it was around &30pm it slowly creeped up to over£40pm, I went to customer service and removed caller display and dropped it down to about £36pm, it has now increased once again to over £40pm, I'm a pensioner and have to watch the pennies, so am not happy with these stealth rises
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Plusnet  
Have had nothing but problems with Plusnet. Six weeks to connect us to broadband then intermittent problems with router outages and line quality.

Customer service queues are terrible - expect to wait 30+ minutes to get through and often your problems take multiple calls to resolve.

Would strongly advise against signing up with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South east Plusnet  
beware if pay by direct debit they put it up and deduct funds with no warning its only I keep check of bills and said contract come to end so no loyalty for customers staying just deduct larger amounts and customer service prob one of worse about unfortunately as actual product been ok ish , shame they try and rip people off as just get bad name instead of being honest with customers
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
newhaven Plusnet  
Spent a great year with plus net then thought it was a good idea to move house.... NOT!! Thought ringing 7 days before the house move was reasonable... NOT!! here we are 37 days after the move has been completed no internet or any indication when we will get internet. Staff are being rider and ruder the more I ring just a meaningless 'I'm sorry about that'
  • Speed
    3 stars
  • Reliability
    3 stars
North Yorkshire Plusnet  
Terrible customer service. Never had such slow broadband.... can never get in touch with anybody. AWFUL - worse than TALK TALK or BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Glasgow Plusnet  
joined plusnet because a friend recomended me but recently i have expirenced problems where as u make phone calls and u get charged high for them and u ask them a little facour and they make a big fuss also they say we wud do u proud that is very unlikely more like do u wrong its decieving
Birmingham Plusnet  
Dreadful Customer Service, Refusal to provide VAT invoices despite it being a legal right, and speeds slower than the guaranteed minimum speed. Avoid these cowboys
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Buckingham Plusnet  
I joined plusnet 12 months ago and was told to ring back this week to see what deals or offers where on. I explained that we hoped to retire this year and was told that would not affect anything . Today I ring up to find out what deals there are , explain about possible retirement again, told 2 year deal only with penalties if you leave early no discretion for retirement because anyone could say that !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Preston Plusnet  
I ordered Plusnet for two different properties and had to cancel both.

1. They set an installation date. When I heard nothing further on that date, I called and was told the installation had been cancelled at their end because of an error. They hadn't informed me. They told me they could try again in two weeks' time and offered nothing by way of compensation. I cancelled.

2. In another property, I queried why there was an installation charge of £50. I was told this was because they needed to install a new line. I explained there was already a line at the property. They then said they always needed to charge this for Openreach. Probably true, but others waive it and I didn't appreciate the initial lie.

So two accounts cancelled. Good job, Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Absolutely terrible,we had ordinary broadband before and occasionally it dropped signal so we went too fibre through plusnet, BIGGEST MISTAKE OF OUR LIVES. We was with new call Telecom before plusnet and thought they "WOULD DO US PROUD" absolutely rubbish, poor customer service,poor broadband,poor telephone signal,they even forced us too buy new telephones be sure they said they were causing the problem with everything. £90 later still the same. I regret signing too plusnet, can't wait for contract to end. Garbage,the whole package,just garbage.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gillingham Plusnet  
YOU HAVE BEEN WARNED: The so-called cashback reward never exists. Persuaded to switched to Plusnet after being verbally offered a £50 cashback reward in mid Aug 2017 over phone. Patiently waited for two months but never received anything e.g. activation email/letters/cheques. Contacted their customer service team three times and everytime I was given a different answer. The most recent conversation ended up with a simple (&rude) answer: the offer was expired and there was nothing they could do. Don't bother switching to them- misleading information and unhelpful customer service team. There are better deals on market.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
I am counting down the days until I can go back to BT charging me double the price, just so I can get good connection!!
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Co tyrone Plusnet  
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
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
England Plusnet  
Got to be the worst internet in the UK reported to ofcom not once but twice cant wait to leave and join a real operator, my advise would be AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Misleading company. Offered 50 pounds giftcard for new customers Entered my postcode and after making sure i get the voucher. Guess what? Nothing. Liars. I checked comparetmkt and there website ald all gave me same answer that i am gonna receive the voucher. 50 pound loss. Would have been better off with sky. Next time i will make screebshots for proof.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Runcorn Plusnet  
Plusnet decided themselves to change my house move date resulting in me having my internet cut off 6 weeks before the agreed date. As a self employed remote worker, this has cost me a weeks salary and caused severe disruption to the company I remote work for. Truly appalling service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Devon Plusnet  
Do notuse plus net. They are bt!!!!
Over 1 hr waiting times even knowing they say 15mins. No response from technical department, broadband shutting off every 5 mins, download speed poor. Not value for money. Looking to take legal action.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Plusnet  
Poor internet service, almost zero Upload speed, long waiting for customer service, and not so good offers. My house is next to the Exchange and still I have poor internet speed, sometime it does not even load a simple web page, forget about watching videos online. And when I wanted to stop their service, they want to charge me 30£; I said I've had enough, is this the reward for being honest & loyal customer?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
TAUNTON Plusnet  
Had an issue after our electric went down and we lost internet on our router. Dealt with a chap called TJ at Plusnet. Wow, what a breath of fresh air! Professional, knowledgable and friendly. Dealing with proper people like this makes it worth dealing with the company! Bravo TJ.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Kent Plusnet  
Its not the best but its cheap so not to bothered so long as it worked, then the price went up and all of a sudden its poor service for proper money and thats not on, you can contact them online etc, but not to cancel their contract, post or phone call it is.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Kent Plusnet  
Webmail barely works. Customer service unhelpful. Wifi cutting out daily. Lucky to get 1MG download.
  • Customer Service
    2 stars
  • Speed
    2 stars
Aberdeenshire Plusnet  
I have been a customer with Plusnet for 6 years as they used to have good customer service. However, my contract ended last month and they did not offer me a reasonable package to move to, and put me in a very expensive monthly rolling package that required a £30 cessation fee. In asking for a more reasonable package I was 'threatened' with the £30 cessation package and a further £50 to return to Plusnet in the future. The easy part will be not returning in the future.... I am definitely leaving after that experience. Customer service has gone downhill drastically.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Crewe Plusnet  
The worst provider I've had. Been having less than 1Mbps for a month and have called and messaged over 10 times. Have been told that I might have to pay over £65 for them to sort it out, despite already paying them £27 a month. Customer services are alright people but the company processes and overall response has been ridiculous. AVOID
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
stockport Plusnet  
I am paying for a fibre optic internet and myspeed is never over 2mbps and drops 100 times a day.Tried toget i. touch with plusnet, each time wait over 35min on the phone and still have the same problem
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Staughton Plusnet  
Ever tried cancelling there services......spend an eternity on hold with no call back feature......chat online useless also takes an eternity.
Best cancel the direct debit and let them chase you. Totally useless service
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
salisbury Plusnet  
When first their services 3 years ago it was all great. Good price, Fast customer services response time and never had an issue.

Only after a year the price was shot up from £25 to £38.

When I wanted to change the provider to talk talk they convinced me to stay although the new contract is still more expensive. Only after 2 weeks of getting the new contract and a new router the internet is not being very reliable.

called to report a problem and everytime I had to listen to their recorded message for 40 mins to only realise that the issue will be fixed 5 days later.

When I tried to cancel (within the 14 days) they said it has already passed while the new router they sent received 6 days after the new term.

I would not trust them any more.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Plusnet  
Very intermittent speed. Even worse at peak times. I have fibre optic broadband and live about 6 yards away from the BT fibre box. I was with Sky and I can't wait to go back with them. Do not go with these people
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
uk Plusnet  
Cheap in terms of other providers however the speed is not good at all. its very difficult to get hold of customer care to report an issues. The most difficult is to talk to someone who can listen your problem!VERY PATHETIC customer service and team I ever came across.

please stay away. They are not helpful at all and very rude over the phone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
bromley Plusnet  
They increased the monthly charge on a 1 yr contract w/o informing me a few months after thes ervice started

-Service speed was patchy and experienced regularly dropouts

Customer service unable to advise cxn fee or explain how calculated

They failed to stop taking direct debits after I cancelled the service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed