Plusnet Broadband 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
    3.3 stars
  • Customer Service
    3.5 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 6058 customer ratings since 2018-09-20 (Show all time ratings)

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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.

2760 Customer Reviews for Plusnet

Reviewer Location Reviewing Date Ratings
Signed over my service to Plusnet 3 days ago. They changed my telephone number against my wishes and without advising me and disconnected my broadband so now instead of having fibre BB I have nothing. 3 days of broken promises and assurances to correct the problems by different individuals has resulted in no action. You call their phone line and you have to que for 20 minutes.

Stay clear scandalous service hence no stars as I have no service, they did however take the funding from my account.
KA256AW Plusnet  
I move to Plusnet 3 weeks ago and though the actual broadband service is fine their customer service is woeful. I was incorrectly signed up to a 12 month contract rather than the 18 month contract I'd selected online. This meant a cashback offer wasn't honoured. I've spent probably 5 hours in telephone calls including being hung up on 3 times to simply get nowhere. Their staff don't seem to know what they are doing and every call seems to get a different answer. I'll be going elsewhere once my (now) 12 month contract is up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
glasgow Plusnet  
First of all I signed up with Plusnet when living in Bristol, it took a month of phone calls, to occasionally sexist men asking if I knew how to use a screw driver, to set up because they had signed up the wrong flat. Eventually it was up and running, the internet was reliable but a little slow.

Out of ease and the lure of avoiding the cancellation fee I decided to carry on with them once I had moved to Exmouth. This was a mistake, first of all it was delivered to my next door neighbours address, and again it’s going to take a month to activate my broadband. When I phoned to asked to bring the date forward the customer service team were rude and told me I can cancel if I want too but it’s a £12.99 a day charge.

I will not make the mistake of using plusnet again, once my 18 month contract is over I will be switching.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Exmouth Plusnet  
I was with them for 10 years - never again!
The last year my fixed rate was a lot more than the new business rate, with no option to change to the intro rate at the end of my contract, unless you call them up and threaten to leave.
I called up and said I was leaving, then they offered me the intro rate.
I left anyway - no reward for loyalty cuts both ways!
They closed my account, they stopped my Direct Debit then they decided there was £ 1.29 unpaid on my account and sent me emails and SMS threatening to pass the unpaid £1.29 to a debt collection agency.
I called to query this, they did write off the £1.29 but no apology for taking loyal customers for granted then sending robo-threats for £1.29 after they made an error.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Devon Plusnet  
Slow to bad internet, got worse when we left, settled bill only to receive an aggressive let 3 months later saying we owed money and they had contacted us several times, called them talked to numerous people before they admitted the mistake all sorted, four months later another threatening letter, same response on the phone. ONLY USE PLUSNET IF YOU HAVE NO OTHER CHOICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Woking Plusnet  
The broadband was fine until I moved home. Was told my WiFi was having problems so I waited until they was solved, 5 weeks later I am told that broadband will go live waited all day and rang to say it hasn’t gone live customer services told me it was never meant to go live and there’s still problems with my broadband. Switched to sky and got WiFi within 3 days... there is no communication in this company and if you have problems with your broadband they have no idea how to fix it they will just keep you waiting. Avoid!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Cornwall Plusnet  
They make lots of mistakes.
Did not cancel £6.60 p/m sim, consequently they added a default to my credit file. It was their agent who didn't cancel. Finnally waived by a manager but not before telesales staff were trying to blag that they were managers only to crumble when I told them calls are recorded.
Left me with no broadband last Christmas and promised 12m FREE* BB only for me to have received a bill for £98 this month and three months early.
Overall the broadband appears reliable but the customer services culture is poor.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Greater Manchester Plusnet  
I moved to them, they promised to move my number, they didn't, all what they say if you are not happy we can cancel your contract, they wasted my number, my time, they don't care!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Attalhi Plusnet  
*** Highly not recommended ****

I have very worst experience with Plusnet broadband and technical support team. I have chasing them since once year to fix speed issue but Plusnet unable to fix the issue.

Pathetic speed and issue investigation style... Calling tech team is waste of time and money.

The team have advised me to connect wire and use it... very very funny.

Average download Speed is 1.3 mbps
and Upload speed - 0.33


Highly not recommended to go for Plus net broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
do not trust, very poor service.when want to join they will ring you within 1 min, when want cancel need to spend 90 min to get connected to the person.waiting my refund for over 2 weeks,no respond as keep saying system failure so can't check.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Thetford Plusnet  
They connections is okay, nothing really special, slower in busy times, but more about company you will know when you want to move or switch, they charge you line rental even when you do not will be usning it, and it is write with invisible small letters in the terms and conditions, also they will apply £40 of early cancellation fee for breaking the contract, so in total offer online was £21, but after my calculations how much we just paid them it is £41/pm.

SCAM AVOID THEM AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London SW Plusnet  
Junk at best!! On a good day speed is 3.36. Always cutting out!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wigan Plusnet  
Broadband constantly dropping at any hour of the day. TV pixellating from day one of Plusnet service. Engineers been several times can find no fault with MY equipt. Plusnet refuse to entertain the fact that their youview box may be at fault. I've given up of Plusnet. Minusnet would be a better description. Cancelling asap.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Leeds Plusnet  
Problem with their router which they will not recognise. Prior to joining Plusnet, BT had checked the line from the exchange and replaced the line in box/plate on the wall as it enters the house - all fine. The router is plugged into that and works fine for a while and then 'hangs'. Plusnet ask me to plug a wire into it to test, but I only have a MAcBook Air in the house - so can't do a wired check. So they have just washed their hands of my problem.
Also their customer service from the technical side is dire. They send out tickets which may mean something to someone - but not me (I have a PhD!). They try and herd you off to their help pages. But none of this helps me with a rubbish router.
Dreadful customer service. I wish I'd stayed with BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Faringdon Plusnet  
Unable to pay! Just want to pay! No end of obstacles being put in the way.
 
Before going into too much detail about my experience as a customer, I just want to highlight that I echo many of the thoughts and sentiments being raised and expressed via other platforms including this one, that of trustpilot, facebook, twitter and the official plusnet community forum. It goes without saying that nothing could be more damning for a business than to rate so poorly on trustpilot, for example; it is clear to see that customers are feeling aggrieved and let down by Plusnet, and yet when it comes to it, very little, it would seem, is being done in the way of damage limitation - and I'm afraid that just about sums up how bad things have apparently become for Plusnet, or so it seems from a customer point of view.
 
It pains me to have to come on here to post a negative review, but sadly none of the official channels are listening; my message just isn't getting through to them (and I don't mean that in literal terms, just from the perspective of constantly being ignored and fobbed off with promises that are never delivered).
 
Okay, so where should I begin with this one? Well first things first, I should point out that I am a loyal customer. I have been with them now for a good number of years, since March 2013 in actual fact. In that time the service has been pretty much consistent, and exceptional value for money, with perhaps the occasional connectivity glitch which was always happily nipped in the bud and corrected quite promptly. In the rare event of anything ever going wrong, communication with this company was always top notch, and in most cases, I wouldn't even need to chase them, they would reach out to me with an apology and explanation. Indeed, if I was to travel back in time, say up to around this time last year, I would certainly be giving them a 5 star positive and glowing review, but how things change - and not for the better, it would seem!
 
So what happened I hear you cry? Well, I guess it won't come as any surprise to those taking the time to read the other reviews on the likes of trustpilot and broadband.co.uk that I too am a victim of Plusnets inability to migrate from one billing system, to another without catastrophically messing things up along the way. What's happened is of clear detriment to me as a customer, and frankly I'm really annoyed by the way this is all being handled.
 
In September 2018 Plusnet moved over to a new billing system which was somehow meant to improve the customer experience. This apparently followed on from many years, it would seem, of customer feedback and complaints being raised and shared on the community forum. This fine post here being one such example: community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/td-p/1389353 I dare say that's the Plusnet I knew and loved; one that always put the customer first, by listening, learning and adapting.

In reality though, what was delivered in September of last year was an ill-conceived rush job full of holes, errors and a huge step backwards in terms of what was on offer. For example, prior to the introduction of the new billing system, communication was fantastic. Every month a reminder email would arrive stating that payment would be taken on the set billing date, and following a successful payment, a confirmation email would land in one's inbox.

What's not to like? Well perhaps that some irrational individual for reasons unbeknownst to the customer, suddenly decided to adjust this procedure so that the email communication was banished until failed payment. Instead customers now had to log in to the member centre to keep track of bills in the form of PDF invoices, and even they proved hard to reach with blank pages and timeouts being encountered in the process of trying to view them. The invoices only state the amount due; for if the customer expected to see if payment had been successful taken, well frankly they were out of luck. For this you now had to visit a second page, which rather unhelpfully only states the total amount paid.
 
You could argue that the sudden lack of email communication could offer the illusion that if the customer didn't hear from plusnet by email, then everything must be fine and dandy. A huge step backwards, I'm sure you will agree!
 
From around October 2018, I noticed that the reminders and confirmations had stopped coming in. This shouldn't be anything to worry about, given how the new system works, but how wrong was I to assume this? What a mistake to make. In January of this year, I was rudely awaken to the sound of 'internets down!' and indeed it was. In the first instance, you would most likely inspect the router to see if the connectivity lights were on. Well what do you know; wan was connected. So, yes, I logged in to the router to ascertain whether or not this was true. Correct. The link was up, the modem was happily connected. Odd, I thought to myself, what could possibly have gone wrong? It was only when I, myself, decided to try and connect to a webpage when I spotted the URL in the browser was attempting to load failed.billing.plus.net/apps/payment/failed instead of the requested page.
 
Aha, slight problemo. Clearly something wasn't right, nothing a quick call to Plusnet wouldn't solve, after all, their ads state they're "happy to help". Did I say quick phone-call? Perhaps I should scrap that part, as there was nothing quick about it. On average it was taking around 45 minutes to actually make first contact. Recorded messages and annoying music bite your ear during the frustrating wait. Of course by the time you actually get through to anyone, not only are you desperate for a tinkle and most likely feeling a tad grumpy too, but your phone is starting to nag you that it's battery is exhausted. Marvellous! So, were they "happy to help"? What I will say is the advisor on the line was friendly and mostly helpful, and occasionally sympathetic putting himself in my shoes and looking at things from a customer perspective, which can only be praised. Sadly though the positive experience was somewhat short-lived.
 
It was explained that the account had incorrectly hit failed billing status, and assurances were offered that this was of no fault of my own as a customer. This is when I learned of the catastrophic mess the new billing system had caused, and what followed was a prime example of this. The system had failed to take continuous card payments automatically dating back to October 2018. This then put me in a scenario where multiple months were now owed. I'm not one to like owing money, and when payment is due, I always promptly ensure this is dealt with. As my account was in failed billing mode, access to the internet was now 'restricted'. The quickest way to remove further restrictions is, of course, to pay - nothing a manual payment over the phone couldn't resolve! Or so you would think! Upon trying to process payment, I was informed that the entire billing system was down, and therefore payment could not be made at this time. Given that I had tried to make payment, and the fact the system hadn't taken payment automatically for a number of months through no fault of my own, I was told any late payment fees would be waived, however I was advised there shouldn't be any in the first place as the error was their end due to the billing system catching up, and the fact the account had erroneously been placed into restricted mode too early. Apparently this should only happen 14 days after failed payment - anything before that should simply be a case of alerting the customer of the failed payment, rather than restricting access.
 
In this instance restrictions were lifted, and I was advised to visit plus.net/pay later in the day to try and make a payment via the website rather than having to phone back. It's worth noting that when restrictions are applied to the account, Plusnet send out an email alerting of the failed payment, and this tells you to go to plus.net/pay to make a payment. This then presents two issues the first being that email communication is absolutely pointless when access is restricted, as it is impossible to access email via a restricted service, and secondly that the restrictions actually block and prevent access to the plus.net website including that of the payment page.
 
How ridiculous! I asked the advisor why it was that Plusnet hadn't made any attempt to alert me of the failed payments up until this point, to which I was cheerfully informed that they are now a paperless company and they won't post anything out or phone the customer about such issues, it's generally accepted that these days customers are likely to have an alternative means of accessing their email and/or Plusnet account should their primary method of internet connectivity go down. To be fair though the advisor also stated that email communication was daft given that restrictions prevent access, and that he had personally raised this as feedback via the internal teams on numerous occasions. (Make a mental note of this part; I'll come back to it later in the review)
 
With the restrictions now being lifted, naturally the first thing I did was to visit the member centre to try and make a payment - but just like the advisor on the phone, I couldn't process this due to errors and timeouts. I gave it a bit of time, around an hour, and tried again - same problem. So I kept trying, but eventually gave up. I reached out to the social media team explaining the situation, and the growing concern that if this couldn't be resolved within 14 days, that billing would apply late payment fees. The social media team took note, and promised to phone me when payment could be processed. Later in the day I received the phone-call as promised, but once again payment over the phone could not be processed. I was advised to keep trying via the website, so that I did. After many hours of trying, I spotted that the member centre had the ability to process a one off manual payment, so I opted to use this method instead. It worked. And yes, I did use the exact same payment type and details that plusnet held on my account for continuous card payments. Odd, then, that it worked and payment could be made using this method. That then brings me onto an observational point - payment via this method, it seems, does not generate a receipt. I had nothing to confirm that payment had been received. With that in mind I contacted the online chat team, and after security checks, they were able to confirm that payment had been received, and that nothing was now owed.
 
As, by this time, I now had a lot of information to hand, and experiences to share, I decided to reach out to the CEO to try and highlight what I had been through. That was easier said than done. The only means of being able to reach this team was by opening a new complaint - although I had no intention of raising a complaint, as this was the only option open to me, I reluctantly chose this path.
 
As the large bill for many months of failed payments arrived so soon after the festive period, as part of the 'complaints' process, I cheekily asked if there was any option of a refund - given that the failed billing was no fault of my own, and owing to the amount of time I spent chasing up and trying to process a payment. To cut a long story short, I was told, as a service was provided, it was up to me to pay, but as there had been a disappointing response, a goodwill gesture of one month's refund in the form of a credit would be issued should I accept. But, should I wish not to accept, the case would be deemed in 'deadlock' and thus any further communication would have to be with the ombudsman rather than Plusnet themselves.
 
I wasn't about to enter a deadlock situation as I didn't regard my communication as a complaint; it was meant to be something of a learning experience to ensure what happened to me wouldn't happen to other customers; of course though the goodwill credit was gratefully received and accepted. It’s worth noting that at no stage did I contest payment or refuse to pay. Plusnet had provided a service, and I was happy to pay the agreed amount owed for the service being provided, however the issue was that the ability to pay was somewhat restricted at the time due to numerous faults and errors on the billing system.
 
Now, as a payment had been processed, you would expect this to be the end of it, but alas, no! After the free month of service, in the next chargeable period, my account went back into failed billing. Clearly lessons had not been learned, and the billing issue was still present on my account. Once again, the same issues encountered in January repeated themselves - failed billing email sent out, account restrictions applied and access to the plusnet website and payment page blocked.
 
With this in mind, I once again reached out to the customer services team, who removed restrictions and advised to pay via the website. Once again though, any attempts to pay via the website failed with error messages. What's more, after the restrictions were lifted, I noticed that the solution I used in January to make a payment had been removed from the member centre, leaving manual payment over the phone as the only method to pay - so that I did.
 
My communication with the complaints team had been closed due to a period of inactivity, so I opened a new ticket requesting that the complaints ticket be re-opened thus to allow me to feed in my second experience of failed billing. My complaints handler wasn't in the office to respond on this occasion, but thankfully someone who was extremely honest and understanding responded to my query. At this stage it was stated that after thorough investigation, the problem affecting automatic monthly payments on my account had been located, and would be raised with the internal faults team to investigate further. "After some considerable searching I have located the internal fault on your account preventing the Continuous Card payment processing per month. I have now raised this to an internal faults team and they will, now your account has been specifically flagged, apply the fix to your account once the issue has been fully rectified. Meaning that, and I will be as brutally honest with you here, given your significant loyalty as a customer I will speak to your like a member of our family - I have no idea when this will be resolved. These are not always simple resolutions and can take a few months, so I will say prepare yourself for the fact we may have to continue in the same vain for a little while. Please be assured though now it has been diagnosed fully, the correct back office team are now specifically looking at your account too in regards to a resolution." Another goodwill credit was added to my account, this time covering two months of service.
 
That's the end of it; right? Wrong! Three months later, my account entered failed billing again, with all the usual problems. By this time I was quite frustrated. Remember that mental note I asked you to make earlier in the review? I will add to that at this stage, a trend is becoming apparent - that the managerial level of Plusnet seem not to be listening to important feedback and concerns being raised by their own colleagues, so, evidently, it's not just the customer being ignored. You would think the internal faults team would have immediately applied a fix or remedy to my account, but clearly this didn't happen! I'm not sure why, but having to continually chase plusnet to try and make a payment, given that it should be a painless automatic process, was becoming something of a frustrating experience.
 
The original message sent in response to the 'complaint' is certainly valid, given that Plusnet are providing me with a service, I am happy to pay, but I just wish they would let me do so using the method I opted for when signing up as a new customer. That’s their contractual obligation as this was the payment method chosen when signing up for the account back in 2013. Again, to remedy this, I resorted to paying manually over the phone. As, evidently, the complaints process didn't resolve anything, the next best option available was to share my experience via plusnets own community forum.
 
At this stage I learned that there were in fact numerous faults affecting my account, the first of which being that where restrictions had been applied to the account, what was meant to be happening was a splash page should appear in the web browser alerting that the bill had not been paid. This splash page, apparently, has an acknowledgement button which, when clicked, removes restrictions until the next notification period, thus allowing the payment page and other websites to be accessed without any restrictions. That was the first discovery, the second was that the billing error seemingly has multiple triggers and failure points, whether it's a change of details, a product or service being added to the account, and so on. Standard policy, it seems, is for Plusnet to respond by telling the customer that they are aware of the issue, are working on applying a fix, and that only a small handful of customers are affected by the issue. "We’re aware that a small number of customers are still experiencing problems from our new billing system and we’re working hard to fix these legacy issues. We want to reassure those affected that may not have received a bill from us recently, we’re doing all we can to get everything back on track. We’re sorry that this isn’t the service customers have come to expect from us and give our assurance this will be sorted as soon as we can. Apologies for any inconvenience caused." The other element learned via this communication, and this is worth noting if you are in the same situation, is that when restrictions have been applied to the account, if these are manually removed by plusnet, rather than by the customer (on the splash page), even if an amount is still outstanding, the system automatically jumps forward to the next billing date, thus making it harder to pay. It would seem the best option is to phone in, pay over the phone, and then wait for restrictions to be lifted. It’s also worth noting that even though the billing date jumps forward to the next due date after a manual removal of restrictions, the system will still automatically re-apply restrictions at various points throughout the month! Bonkers!
 
Through researching the issue, I noticed that where others had shared similar experiences (failed billing) via the community forum, and twitter, another standard reply seemed to be "We can also confirm that once your bill has been generated we will only charge for a maximum of 90 days leading up to the invoice generating so if for example we've not generated your bill for 4 months then we'll just charge you for the last 3 months. If you also need a payment plan to split this cost over more than one month then we're happy to offer it."
 
With this in mind, I presented a number of different possible solutions to Plusnet, the first being the option to migrate my service to a new account thus to hopefully escape the billing issue. "As the issue is not account specific but is related to the payment method I feel that is is unlikely that setting up a new account will allow you to make payments via a card". The second was an offer to pay by cheque, which was seemingly ignored, even though the cancellations page states, and I quote "A posted cheque can be accepted in exceptional circumstances. When sending a cheque, the username must be written clearly on the reverse, and this should be sent by recorded delivery to Plusnet plc, The Balance, 2 Pinfold St. Sheffield, S1 2GU." The third solution I put to the team was the suspension of billing until such a time as a fix could be applied to the account, as has been offered to other customers encountering the same billing issue. The community staff decided to offer option three, should I be in agreement. It's by no means a perfect solution, after all, a service is being provided, and I expect to pay for said service - but, arguably, it is their own system error preventing this from happening in a smooth and seamless way, so with that in mind, it seemed like a viable temporary solution, and one I was happy to try.
 
Is that the end? Of course not. As payment could be made manually over the phone once a month, the billing department apparently declined the request(s) to suspend billing - yet another example of Plusnet ignoring their own staff! Instead they recommend that I change payment method to one I didn't agree to at the time of registering as a new customer. One of the main reasons I chose Plusnet was because the option to pay by credit card was available, and thus that's what, contractually, I signed up to. So I now find myself in a situation where I've got to phone in once a month to manually pay by card, chasing them for something which was never my fault. How do I feel about this? Well to be honest, I'm not happy! Remember, should the billing system fail on their end, as a customer I've only got 14 days to keep trying, otherwise late payment fees are applied no matter what - anything beyond that gets sent out to a collection agency, and there's plenty of examples of that already happening on the forum and social media platforms. The other ridiculous point, worthy of note, is Plusnet seem unable, or unwilling, to take payments in advance. So in my case, should I wish to pay for the next month prior to a 'failed billing' status being applied, it is not possible to do so. I have to wait until restrictions are applied, and then phone in!
 
What happened next is just abhorrent on every level, and severely damaged any last shred of trust and confidence that I had remaining in the company. In addition to the billing department refusing to suspend billing on the account until such a time as a fix could be applied (but at no stage have they ever told me this directly, they simply ignore requests from their own colleagues to action this as a reasonable request) – yes, you’ve guessed it, after a brief period of little or no communication from plusnet, suddenly I find I am back in restricted mode again due to failed payment. This time, apparently, I owe them for two months of service. What’s worse is I specifically reached out to plusnet to seek an update last month, only to be told it seemed like automatic card payments had resumed, that the request to suspend billing had never been actioned, and that everything is back to normal on my account. Well how wrong could they be? Failed billing and restrictions again this month! After raising this with the social media team in an attempt to resolve this, I was offered a good-will by way of apology, and this would consist of two separate credit notes. Upon the first credit note being applied, which should have covered one months bill, the account immediately went back into restricted mode as the current month was also due to be paid. And, surprise, surprise, the second credit note never materialised. This company has, it would seem, adopted the mindset of elected politicians – they tell the people what they think the people want to hear! And they clearly think they can get away with it too.
 
As you can tell, I do everything I can to share my experiences with Plusnet to try and help them learn from them, and to ensure that nobody else will ever have to encounter the same issues I’ve had to endure for 11 months. This is where the mundane becomes frankly absurd. At this point I was informed, and I quote: “I am sorry that you were previously advised by one of my colleagues that we could suspend the billing on your account. It has been confirmed that this would not be an option and would not resolve the issue. In order for this matter to be resolved we would recommend setting up a direct debit payment on this account. We would be unable to offer any further options of resolution as we are unable to support card payments.” Do what? So we’ve gone from please phone in every month to make a manual payment over the phone to suddenly being unable to take any card payments, at all? Which then begs the question, if that’s true, then how would Direct Debit be unaffected by this issue? And also, in which way would suspending billing not resolve, at least temporarily, an ongoing billing issue? A rather contradictory response from plusnet there, I am sure you will agree!
 
Given the number of similar complaints being raised on other review platforms, the community forum, social media platforms, in the press, and elsewhere, you have to question why it is that trends haven't been spotted, and why this has been allowed to continue for so long. Certainly from my own experience thus far, there has been an eagerness from the complaints handler to push me to the Alternative Disputes Resolution Service, the ombudsman. I can easily find many examples of customers who have been in a similar situation to my me that have followed through with this process, and in most cases it would seem the outcome is far from satisfactory. It does beg the question, though, of how it is even the ombudsman has seemingly failed to spot a very obvious trend where the level of complaints regarding the billing system is concerned.

Personally I think the auditors and Chief Executive should be ashamed of themselves, and, accordingly, I have asked Plusnet to give me the contact details of their auditor so I can raise this directly with them, but of course, that request has fallen on deaf ears.

Plusnet clearly has little or no regard for customer service, customer experience or delivering on the advertised slogan of “We’ll do you proud!” The billing date of each month now fills me with dread, and the nagging thought of having to spend so much time continuously chasing this has, I will admit, taken its toll now.
 
I can only assume that the well rehearsed statements in response to billing issues are some sort of code for all is not well behind the scenes. Admittedly I haven't sussed out what's actually happening, but if you start putting the pieces of the jigsaw together, given the length of time this has gone unfixed and unchallenged by the powers that be, including the auditors, one can only assume that the business is either set up to deliberately push more, unnecessary costs on to the customer or to deliberately push legacy customers away, or, even worse, maybe Plusnet have completely lost control of their own payment gateway (I say their own, but transactions seemingly get sent to the BT payment gateway via a plusnet domain).
 
If that is the case, surely that opens an even bigger can of worms, namely how safe personal and financial data is at this company. Food for thought! In the early days of this billing issue, where the entire system failed, I was told “When trying to take this payment from yourself I was unable to do but I have raised this due to it’s an issue we are experiencing where we are faced with an empty assignment key when trying to take payment.” They were obviously aware of an issue at that stage, in January, but it would seem there is now a much bigger issue arising here. The question is, what is it, and how can it be resolved?
 
To me it seems to be very similar behaviour and traits of that of a company that knows it’s on its last legs and about to call in administrators. It's the whole let's blame everyone but ourselves mentality. That’s the message that is coming across from Plusnet, and they are doing nothing to remedy this hopefully false perception.
 
Why did Plusnet even let it get to this stage? They had ample opportunity to put this right, but they have failed me miserably for something which, to be honest, would be quick and easy to resolve from their end.
 
I was hoping to remain a loyal customer for many more years to come, and I keep my fingers crossed that this can be promptly resolved in a satisfactory way that not only helps restore my trust and confidence in Plusnet, but reaffirms what I said at the beginning of this review - that a 5 star glowing review from me was possible – so let's make it happen. I’ve done my bit by airing and sharing my experiences, concerns and feedback, and I have logged and documented every step throughout this miserable 11 months. Time for you, Plusnet, to do your bit and, yes… do me proud!
 
In conclusion:
In its current state, regrettably I'm unable to recommend plusnet to others at the moment as I wouldn't wish others to encounter the same disappointing experience I've been through now for what is fast approaching nearly one year since the problem first materialised, which I base on early indications raised via the community forum in September 2018, but of course for me, it's not quite a year yet as my problem began in October 2018 - that being said though, should we reach October 2019 and I’m still in the same situation, I dare say the easiest way to conclude it will be for me to completely abandon plusnet as a customer - but even then, there's a fairly strong chance the damage has already been done, as it it possible Plusnets inability to process an automatic payment, and accusing me of failed payment due to their own systems error has, no doubt, been of detriment to me as a customer as it has likely been flagged on my credit rating. And going by other reviews, even closing the account doesn’t guarantee that they won’t continue to get things wrong and send out payment reminders and collection notices in the future!
 
I just hope this isn't the case, but cast iron assurances are going to have to be offered to me now. Plusnet, no standard responses here please - I'm willing to work with you to resolve this in a way which is mutually acceptable to both parties, but to achieve this, I feel there is a real need to re-evaluate my experience, to assign a named advisor/contact from a senior management level to engage with me, and to hopefully resolve this and learn from it. I do not want the current named complaints handler to continue with this case as, well you can see for yourself, he’s only made matters worse and hasn’t resolved the issue at all. I want you to escalate this to another more sympathetic, caring and understanding advisor within Plusnet who will go above and beyond to read through the case history, become familiar with the issue, and offer a practical solution at the earliest possible opportunity. It needs to be someone who has the authority to make changes to the account, to action and deliver on any agreed promises, and to have direct contact with myself throughout. Communication and honesty is integral to this working.
 
Let's turn this around and make the negative a positive - I have every confidence that it can be achieved. I have to say though, with statements like “Whilst this issue is being investigated we are unable to provide a date as to when this matter will be resolved” do little in the way of filling me with any actual confidence that you will ever do me proud. Such a shame as I was a really happy and a loyal customer until this billing mess started. Throughout the whole thing you’ve put endless emphasis (and stress) on me as a customer to resolve this – and I just wish I could actually resolve this. As a customer there’s nothing I can do to access your back-end billing software to fix the issue, so please, use your initiative here and be sensible – stop making this my problem. I have spent many months and hours chasing this, by gathering and submitting the evidence of each step as requested, and still you treat me like this! How about you actually stick to the part where you say you will speak to me, and I quote “like a member of our family” I really hope you don’t treat your own family (colleagues) in this way! But, going by the job ads, you do treat your family quite well with a very nice package of free phone calls, broadband and TV – so at least they never have to encounter the dreaded billing issue. I just hope they actually get paid for their time and efforts. Would you be happy, as a representative of the company, if you had to go to such lengths and measures as I’ve been through to chase payment for your time? Thought not. Well don’t do it to me. I want to pay for the service, but your system won’t let me. Fix it!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Essex Plusnet  
Absolutely useless advertisement says 65mps total rubbish no more then 22mps it’s supposed to be fibre what a lie can’t wait for contract to end.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Finchley Plusnet  
Let's just say do not forget your password. Was treated like a child and told to write it in a book and get someone to help me as I had forgotten it due to stress. I had to say I am not a dementia sufferer. I am a new customer and not even up and running yet. Do have time to cancel the contract which I might do. Made to feel like an idiot.
  • Customer Service
    1 star
Cambridge Plusnet  
6 months of bad service, cant get online. Having to call up every month to make payments because they can't sort there direct debits out. Not helpful; dont seem to know what they are doing.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Complete insanity and shocking incompetency.

Received an email out of the blue saying I’ve been charged £197 for up an front advanced payment for line rental yet I had done no such thing. (This came at a time when I was about to move house why would I pay line rental for 12 months up front? I also had no contact with plusnet for months before this incident so it’s not like they could even have misunderstood another product that I was ordering.) When I called to ask what was going on I was passed around 4 different departments each with a 25-30 minute hold between all of them. Every person I spoke to had a new story from saying I must have agreed to this payment, to saying I had probably agreed to auto-renewal of an existing policy (became obvious this wasn’t the case when they checked the dates of my existing policy). Eventually I came to someone who just asked if I would like to cancel the policy I have taken out, at which point I said I need to talk to someone higher up the chain. At which point Team Leader came on the phone after another 10 minutes on hold.

When I tried to explain everything he took issue with me using the word “incompetent” (bear in mind when I first called the operator simply hung up on me) Eventually he said he would pass it onto the billing department to find out what had happened and haven’t heard from them since. Well INCOMPETENT is the only word that could describe plusnet and if you think differently you must have such low standards of customer service that it actually begins to explain what’s been going on over there.

After three and a half hours on the phone to them I’m not any closer to understanding if I’m going to be charged £197 for a policy I didn’t take out or not. I’m dreading calling them again just to find out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Canterbury Plusnet  
Can't get wifi anywhere in my house (previously okay with TalkTalk). Plusnet are not interested and say they only guarantee broadband and not wifi. However, if I cancel my contract they will charge me over £150 cancellation fee. Absolutely terrible company. Avoid at all costs...unless you are happy to have broadband but no wifi.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
Awful internet service, been stuck with it for nearly 18th months and if you try and ring them its a joke of a queue time. The only time we got through to someone in reasonable time was because we pressed the we wanted to leave option. And the person who answered was cocky saying if we do not know there is a problem how can we fix it! Well for starters answer your technical phone lines, this would be a good start. This annoyed me so I hung up. For some unknown reason they have a good rating online but when you dig deeper and see stuff like on here you find the truth. This provider should be banned from price comparison sites. Truly awful internet provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport area Plusnet  
Avoid this broken company! Calling support can take over an hour. They allowed my line to be taken over by another user! despite having spent 89 minutes in a queue to ask them to make sure this does NOT happen. They promise to call you back but never do!! I have wasted hours.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Plusnet  
I have been with Plusnet for 3 months and have superfast broadband. Quality of service, price, broadband speed and quality are excellent and exactly as described in my contract. I do not have to speak to Help/Centres overseas which is a big plus. Have had Virgin, BT and Sky in the past Plusnet is so much better. Virgin might claim faster speeds but no good if your system has repeated outages.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rochdale Plusnet  
Recently we had been experiencing a high level of drop of signal on the wi-fi and a definate throttling of the diwnload and up load speeds.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Honiton Plusnet  
Do net use this broken company.
their support does not respond or help. they havw2 promised to call back to update on my disconnected service seven times and broken their promise every t8me. disgusted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Manchester Plusnet  
Plusnet are living off past reputation, that is no longer deserved. Connection on fibre drops out repeatedly over the hour and had no success in extracting an investigation or improvement from Plusnet. Service is almost non-existent. For example I called just now to cancel BT Sport after it's doubled in price. Waited 6 minutes to be connected, and then the operator connected the call and disconnected it immediately (can only assume to improve their stats during long wait period). Switch to 'Live Chat' and that is offline as well. And there is no email facility to raise a ticket. Was once a good provider but BT have killed it off.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
Speed is terrible, I recently signed up for the upgraded they offered but the speed just gradually got slower not faster.
Trying to contact Plusnet is near impossible, you cannot email them, only option is online Chat or phone, for online Chat there is never anyone available at a convenient time and on the Phone you queue for hours.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
South Leicestershire Plusnet  
I’ve been with Plusnet for 10 years and I’m now at my wit’s end. This company has lost the plot. Avoid at all costs. Ineffectual CS, low staff morale, slow speeds and unreliable service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wilson Plusnet  
Why you have to avoid PlusNet with any cost!

Guys, I order broadband from Plusnet at 5/6/19 and they install it on 27/06/19, I say ok this is a normal process they are busy etc, no complaints about this delay.
Then I start using my broadband and I never reach the minimum guarantee speeds they offer since today 8/6/19, let's take the story from the beginning.
When the engineer comes and install my line, the average speed was 0.78 download with 800+ping, after one day I call the customer support and they told me that need a few days to be established, I was waiting another 5 days the same, after this and from 5/7/19 I start to call them every day(spending around 30 mins each call), I upload 3-4 speed test from BT wholesale wired with my router as they suggest me, and still do the same till today.
Some times they told me that can see the fault, others they told me that I have 7-8Mbps speed and my internet is fine, they booked 5 times until today an engineer to come and check the problem but the engineer never comes, they say it was external problem and now is solved, unfortunately still have 0.48 download speed with 800+ping.
I told them guys as you are not able to fix the problem after all these times and after spending hours to discuss about this (and I mean many hours), please cancel my contract and they say that they have to charge me or they can offer me faster broadband, as they can’t find a fault.
The funniest part is that
They delete all my previous messages with all discus we had via their website( extra time for this) and they say that they can't find any older complaints about my issue. Luckily for me, I have printed all the conversations I had with them, all the speed tests I run and show to them, and now I am looking to find all the agencies they are involved with broadband providers and make an official report about Plusnet.
So if you don’t have time to waste, find a proper provider, this company takes 0 ratings from my side.
Any suggestions about where I can report them, feel free to reply
Thank you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
Guilty of false advertising many times you simply cannot trust a word they say. Customer servcies and support are with you until you are up and running then they simply fade away for ever, not even answering the phones any more. Cheats and liars and shameless about it.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Plusnet  
I have lived in my current address for 7 years, have used 2 other Internet providers and have never had an issue before. However, I have had issues with my broadband as soon as i transferred to Plusnet. I called and was told the issues were due to the transfer and would settle within a couple of weeks.

The issue is that the router goes down and shows a red light along with a red 'b' then the blue light will come on but we are unable to connect any devices to the router for a couple of days. Then the router will randomly start working again and we will be able to connect to it.

The issues didn't settle, so i called back and was told it is a router issue, so i was sent a new router. The issues are still ongoing, so i have called multiple times and have had to change wireless channels, reset router, etc. Which has not sorted the issue. I called back today and have been told it is a router issue again, so am being sent a 3rd router in less than 3 months.

There are long waits for customer service and some staff have been awful and made no real attempt to fix this issue. One member of staff was great, but still unable to sort this issue. As long as they are getting Internet into your property they do not make any attempt to fix issues. Oh and apparently Plusnet does not guarantee that you can connect wirelessly to any devices. I have been told to buy a new router or use devices connected to the router using a cable. Which would mean phones and tablets can not get connected.

I will be making a complaint to the ombudsman and advise anyone else who has issues that are not resolved to do the same. I joined Plusnet because of the apparent awards for great service...... What a mistake!! Worst company i have dealt with for phone and Internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Plusnet  
Crap service, dodgy internet, endless hidden fees. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Plusnet  
Worst Customer service "In The World".
Took 2 days and about 5 phone calls to finaly get broadband working, it only needed 1 word in router setup changed, then was told there Maybe a fault on my line, wasn't there with all other providers before Plusnet, and they would have to send out an engineer even though a Open Reach engineer had been in my house and tested my line 2bdays before this but if was informed that if NO fault was found I would have to pay for engineer event hough it was Plusnet telling I had a fault?
After complaining I was offered chance to cancel my Plusnet contract witch I didn't but they failed to inform me that buying doing this they would cancel my phone line immediately and I would lose the home telephone number we have had for the past 26yrs.
Its 8 days later today and I'm still having to chase them up for the £215.00 line rental money I paid up front.
STAY AWAY FROM PLUSNET!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Wales Plusnet  
Very reasonable pricing and a very good steady service on fibre.IF there is a problem you can speak to a proper English speaking person who knows what they are talking about and will help!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Maidenhead Plusnet  
Utterly awful!! WOULDN'TRECOMMEND TO ANYONE. I signed up with these lot told me it would take up to 2 weeks, 15 days later they tell me it actually takes up to 3 weeks to get connected so because of that and much more I cancelled with them and they told I would take 3-5 working days to get my refund . 5 days later no refund so I contacted just to get told some FALSE INFORMATION that it takes 5-10 working another few days later no refund so I decided to call them again and here comes the SHOCKER they can't refund me as they don't have my bank details BECAUSE (which had I not called I would not have known) ALL MY DETAILS HAVE BEEN DELETED from their system yet they still ask me for "MY DETAILS" so they can speak with me ( strange) now the only way to get my money is through cheque and that takes 20 days if not more as They are NOTORIUS LIARS!!! lies after lies it took them under 2 mins to take my money but a whole eterny to give it back and bear in mind I'm not the only who is experiencing or experienced their is a whole lot complaints about ex customers NOT GETTING THEIR REFUND BACK just cheque it out on the plusnet cancellation refund community website..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochdale Plusnet  
I was with Plusnet about years ago I pay for fibre optics which was £14.99 a month then to be told 12 months down the line that I was paying for something I wasn't getting and was told that I would get full refund on this which should have been £179.88 but they only pay me £80 with my calculation you still owe me money I left Plusnet in August last year and went to Virgin I am now still being charged form Plusnet saying that I owe them a month's worth of internet and phone line where in reality Plusnet you owe me money I do not owe you anything I don't get how you can be a Ward winning company for the last 6 years you charge people for stuff that you do not have and your customer service people are rude and disrespectful... I really don't understand how you can be award-winning
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
My phone went dead and my broadband speed went down and became even more reliable when a local telegraph pole was replaced without warning. Plusnet should have been able to get that sorted with Openreach, but it was a struggle and a saga.

In brief, it took 21 calls and a total of two hours on the phone, plus a formal complaint to get action. Two engineer visits from Plusnet couldn't be honoured by them, and it took two more to fix the issue when one would have done. Different people gave different advice about company protocols.

Here's some advice: get online to your account right away, and put in a 'question', labelling it a proper commplaint at the top of the page. This will transfer your issue to a different team, who will give you a number to call directly(0800-5872677)so you don't have to go through the usual switchboard routine and the horrendous wait.

Even when dealing with the 'customer advocacy' team, expect smoke and mirrors. Sure, they are scripted super nice to you, but were ultimately indifferent. I judge success by results: it took one week to get a phone line back and two weeks to get the internet back to reliability and up to speed. That's not a good outcome!

Meanwile they have kept me paying for an old slow service for years while they have better options. They will send a cheque for about £37 compensation (derisory!) and I will get a call to advise me about better packages. I'll be voting with my feet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Merseyside Plusnet  
We have had intermittent problems with PlusNet and the reliability of our service. We have had several OpenReach visits. We have now an insistence where the signal was so intermittent as to make it impossible for live participation in a training session and, therefore, costing us further loss.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
London Plusnet  
I moved house on 13 July 2019. At my old house, I had Plusnet broadband+phone service. Internet access is vital to my work (and modern living). They gave a an engineer appointment date 15th July after calling them 2 weeks in advance. I paid all the installation charges (£100 Plus). I took off from my work and despite waiting in all afternoon on the day , the engineer didn't show up. A quick search on Google reveals that this a common failing, especially for Plusnet it seems. Neither the engineer nor Plusnet bothered to contact me. I called Plusnet, and was on hold for 30 mins to find out what was going on, only to be told that Plusnet didn't know why the engineer hadn't showed up, and the chap I spoke to said Openreach failed to make the appointment, that they had no real excuse . The soonest they could offer to send an engineer was after 2 weeks.This is not acceptable, I lost whole day since I took off from work and i don't have internet for 2 weeks. I asked them how they are compensate me on this? Lady replied they didn't sign the ofcom voluntary compensation scheme, which say provider has to pay £30 per day for missed appointment and delayed repair following loss of service £10 per day. Since Plusnet is not signed with ofcom, they can't provide any compensation. It is very frustrating because I lost my work, no internet service for 2 weeks and money, it completely Plunet mistake because they didn't communicate me. They are not bothered to do anything. There is no rules or regulations in this country to avoid these things in the future ??
Covnetry Plusnet  
6 months of Plusnet HELL! Took them 6 months to sort issues of continuous Plusnet Broadband service drop offs, plus 10 engineer home visits, plus 2 routers (plus at BT one??), plus 5 days missed off work waiting for the 10 engineers. Plus 100's hours of wasted phone calls to scripted service staff. If you prefer watching a little orange light swirling around fro months on end rather than your Netflix or IPlayer then choose Plusnet. The no service orange light and Plusnets hold music will become your favourite new entertainment. Apparently turns out their routers can't cope with vectoring stabilising technology in the BT Openreach cabinets hence the major drop off failures. If you have similar problems try asking to speak to Bob Pullen in Plusnet tech department. He won't respond to you of course but he will have your speeds dropped (without consultation or explanation) to combat the technical glitch in their router technology and he will certainly ignore your calls.
Do yourself proud if you are looking for reliable broadband service, choose any other service than Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Trafford Plusnet  
If I could give them 0 stars I would!

Plusnet is the worst company I have ever had the displeasure of dealing with. There connection is dreadful! Never have I had a company be so rubbish at providing internet!

The customer service is nice and friendly, they politely tell you it's tough and you're stuck with the rubbish internet. They may as well laugh down the phone and say, "Sucker, we got you now!"

It is evident that they are well versed in repeating, "we are just like every other provider. You'd face these problems with them too.". Well no that isn't entirely true now is it because I haven't!

Run people, run, run away! Do not fall victim to wasting hrs and months complaining and using all your phone data! Don't do it! Pay an extra £3 a month and go anywhere else!!! Even use virgin if you really must! Save yourselves from this horrid experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield Plusnet  
Truly awful. Four weeks and no router!! Called to complain but given no option to cancel.i gave them the opportunity to put this right but they ignored it. Seems my service is active even though I have no router and therefore no broadband. Only in plusnet world would this make sense. Avoid. I signed up for the cost but it wouldn’t be good value if it were free.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Plusnet  
With the introduction of broadband, we can now enjoy stable internet connectivity right?
Wrong. Plusnet have a bad habit of ignoring customers who complain about unstable internet. Even when they're given as much technical information as possible, they're still not willing to listen to you and rely solely on their primitive remote network tests.

They dismiss anything you say, and I was told repeatedly that a broadband that drops occasionally is a "standard occurrence".
WHAT A LOAD OF TOSH.

I have since exited by Plusnet contract, and moved to a far more stable provider.

You should know, if they have not resolved your issue within one month of it being reported - you can exit your contract without any early-exit fees. Something you will need to remind the customer service officer on, but stand your ground and it will seemingly disappear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Plusnet  
Worst customer service ever! Gave up trying to move to plus net - every time I rang them got told something different. My advice to anyone thinking of moving to plusnet is - don't. Absolutely horrendous experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Business Broad is absolutely shocking. The internet keeps cutting out. I've contacted Plusnet to get the issue fixed but are literally not intersted in responding.
Since I reported the above issue I am moving offices and they are more than happy to do that but I still need my internet working in the meantime but again they deceide not to responding to that issue.

Literally the Home & Business Broad & the customer service is absolutely shocking
They billed my incorrectly when I first took out the contract, took 50 minutes to get through to speak to someone, the last think you want to do when running a business is this.

I did have Plusnet home broadband, I live in a normal sized flat but the internet did not reach to the whole flat, very poor. I have sinced move my home broadband.
Once my business broadband contract up I'm 100% moving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton Plusnet  
Half of the time, it is useless. Plastic rubbish routers, and same problems circling monthly. Worst of the worst
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
N17 London Plusnet  
AVOID. I joined when they were independent and they were great. Since becoming a wholly owned subsidiary of BT they have got worse every year. I have just moved house and they are blocking my new line to other providers even though I have cancelled my contract and they've never provided any service over the new line. They tried to tell me I couldn't switch as they owned the line, well they are BT in all but name, so I suppose technically they do! AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Plusnet  
The worst provider ever. If you aren’t yet blocked in the nightmare of contract with them, stay away from plusnet. After more than two months the broadband is still rubbish, the signal is up and down and the speed of downloading is soo slow. Even though they sent me a email stating that my broadband was underperforming, they refused any possible solution I proposed. They told me they could send an engineer but I have to pay £65 for the call. I’m looking forward to the end of this 12 months contract and in the meantime I am giving the worst reviews wherever I can because it’s pure rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Cancelled my contract after 2 days,still waiting for my deposit back after 6 months,every time I ring,they come up with new excuses and just explain to me how incompetent the company is.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bradford Plusnet  
We had problems from the moment Plusnet took over from Talktalk with no incoming ringing on the phone line and intermittent broadband. I complained immediately and said that I wanted to cancel my order but was persuaded to allow them to send out an Openreach engineer this is after I had to buy a phone to plug into the main socket to prove to them that this issue was not caused by me changing over the router. Two days later the Openreach engineer called at my home and sure enough said that the issue was in the exchange. he fixed the issue that day and I then began to test the service Plusnet were providing, this is when it became clear that both the broadband and WIFI where not working correctly. I called their technical department which is like trying to contact the dead and when they finally answered the guy instructed me on how to switch channels on my router. I did this and after another few days of testing found that the signal from all of my devices that they kept losing the WIFI signal. this is when I finally gave up and call Plusnet customer services to cancel my service and was told that I could not do this without penalty because I was outside the two week cancelation period. I explained all of the above and was told that the two week period started from when the order was placed and not from when they took over the service. This is ridiculous as clearly you cannot test a service that that had not yet taken over however they would not back down on this and in short, I have to pay £125.00 to get out of a service they have not provided. Their slogan of "we'll do you proud" should be "We'll rip you off and be proud of it" my advice to any prospective customer is stay clear they are rubbish in all aspects of customer service and technical ability.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coulsdon Plusnet  
Can't understand all the negative reviews of plus net. My experience has been the opposite. Helpful, friendly assistance from competent staff. Charges also reasonable compared with BT. All call centre staff I've spoken to are native English speakers which matters a lot to me. Top notch.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Church Stretton Plusnet  
Plusnet customer service is the worst I have ever had to deal with in my life! They left us without a broadband service for an entire month and the level of incompetence and poor service was staggering. 'Cheap' in every sense of the word.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
pembrokeshire Plusnet  
Been with them for many years, tried to pay a final bill when moved house and their staff and online systems wasn't able to take the payment, I had an email from them saying they would write off the final bill of £27 but I've now been sent a notification they have passed the bill over to a debt collection agency. Don't use them unless you want a bad credit rating through no fault of your own, thanks Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Swanage Plusnet  
They hide the upload speeds from customers and are really careful not to mention it when you sign up. That's because it's 0.5 mbps!
Half a meg ffs. What use is that to anybody? Absolutely painful. Takes takes upto 5 minutes to upload 1 photo, and download speeds drop to a similar while things are uploading so if you want to upload anything at all your computer is virtually out of action while doing so. Useless. Totally utterly useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yorkshire Plusnet  
From the outset Plusnet have been underhand, unreliable and I would not recommend them to anyone.

To contact customer services requires you to hold for min 20 mins on a premium number. To port my landline number took over four months. Broadband speeds were terrible. Having left, they carried on billing me!

Just terrible, avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Warwickshire Plusnet  
Awful service. Broadband is slow and unreliable. Router they provide has terrible range. Getting them to do anything about either is close to impossible. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Plusnet  
Plusnet has really gone down hill it's time to up and leave for a new provider. I'd hoped that thier terrible service last year was just a blip but it's not. Called again today about another problem. Thier system is the cause of the errors according to their staff but nothing ever works as intended. Avoiding plusnet now going forward, such as shame they have gotten too big to be a good company and service has suffered as a result.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Glastonbury Plusnet  
Sick and tired of Plus net,( my wife having been a customer for many years )for the last two weeks,nothing but problems..Had to go into Southampton apple store as the wife had been unable to receive emails.,Apple sorted the problem,and informed us that Plusnet had changed their outgoing server details, and that numerous people had been into their store ,with the same problems- all Plusnet customers.Upon returning home, i posted a reveiw with regard to our experiences, this was followed by numerous comments following a response from Plusnet , their basic comment was ,we are unable to automatically alter the server settings, THIS WOULD HAVE BEEN DONE BY APPLE ,following their latest update.probably automatically.
Despite further contact from myself, Plusnet were adamant they were not at fault.
Sunday,the wife could not send emails from her iphone ,this still is ongoing, then today she is now unable to receive or send emails using her Macbook Air., furthermore it will not accept the password to gain acess to the mail, but the following message is displayed. CANNOT SEND MESSAGE THIS MESSAGE COULD NOT BE SENT BECAUSE YOUR ACCOUNT DOES NOT HAVE A PREFERRED OUTGOING MAIL SERVER. SELECT AN OUTGOING MAIL SERVER, FROM THE LIST BELOW..
Despite spending the last 2 hrs in attempting to sort this out
We are no further forward..
Come October we will have no choice but to look for another provider..
The assistance provided to date by Plusnet is totally unacceptable, so it looks like another trip to the Apple shop.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Southampton Plusnet  
AVOID. PLUSNET ARE AN AWFUL, AWFUL COMPANY. My mother very sadly passed away recently, I regrettably inherited PlusNet as broadband provider and I can honestly say this is the most unsympathetic, ruthless and difficult company with the rudest and most robotic staff that I have ever had the misfortune of dealing with.

In dealing with mum’s affairs and estate between me and my wife we liaised with banks, credit card providers, mobile phone providers, finance companies, HMRC and not one of them have been as unaccommodating or uncooperative as PlusNet.

The situation that I now find myself in due to the incompetence of the ‘bereavement team’ and their illogical, unfair process following the death of a customer is incomprehensible but I will try to explain as best I can.

A couple of days after my mother’s passing we began to close down accounts and to notify creditors of her death, a difficult, emotional and lengthy process which most companies seem to make as painless as possible EXCEPT PLUSNET. We notified over the phone that mum had passed away and wished to close the account, they transferred the call to the bereavement team and took payment for the small outstanding balance and then FAILED to close the account. They have continued to try to take direct debits from my deceased mother’s bank account and after defaulting have then referred the case to a debt collection agency to recover the monies.

As it turns out, not only did they NOT CLOSE THE ACCOUNT they went on to TRANSFER THE ACCOUNT INTO MY NAME!!! Or at least an abbreviated version of my name, which they garnered from the prefix of my email address which was given to them for any future correspondence. Very sneaky indeed as my full name was never given.

A simple call to customer services would resolve the issue, you might think, but no, because this is where the sheer level of incompetence really shines through. Although an abbreviated version of myself is now the name on the account I am unable to pass security to be able to speak to anyone remotely resembling a human being, because they will only accept my mother’s original username and password. I have called to explain no less than five times that my mum selfishly did not divulge her PlusNet username and password on her deathbed and that there was no way I would ever be able to obtain the information. They are unable to understand this and we are now locked in a stalemate where they are chasing a person who does not exist, via a debt collection company, for money that isn’t actually owing, due to their own stupidity.

LONG STORY SHORT, IF YOU THINK THAT YOU MIGHT DIE ONE DAY THEN PLEASE DON’T CHOOSE PLUSNET AS YOUR BROADBAND PROVIDER.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ongar, Essex Plusnet  
Absolutely rubbish product with extremely poor customer service with stroppy staff. Changed from EE circa six months ago purely for commercial reasons. Service has never managed to achieve the stated speeds. Spoke to no customer service frequently only to be told to make minor changes and wait two weeks for no change. Please save yourself from frustration and pick another provider!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlands Plusnet  
Wow, probably the worse company I have ever dealt with. The perception is all great, they have great marketing skills and brand perception...BUT yes a BIG BUT...they are rubbish. DONT WASTE YOUR TIME with Plusnet,

Reason:
1. 18 month contract: in there contract it states that if there is any probelms these will be retified within 30 days. However its falsh advertisement of;

a. Broadband connection is so poor, it goes on and off when it wants to
b. So I upgraded to Fibre £34,99 for exactly the same thing.
c. They got an enginneer out, improved for 1 day after 5 days of no internet
d. Was on the phone to them every week, they just pass you around like parcel parcel, yes parcel parcel
e. there customer service is like a washing machine g. f. they dont want you to leave, if you say its false advertisement they go on about there 30 day policy blah blah.
g. then pass you around customer service again like parcel parcel


In the end they sent me a letter saying I owe them £148.00. But do you know what, I would rather pay them then still be with them. I am now happy with SKY best Fibre you can get never had one probelm, not 1. So Hip Hip Horray to SKY and please do not waste you time with Plusnet. Google the best line is defo SKY, and SKY own BT btw.

Hopefully can help as many people out to not waste there precious time. Got with SKY or BT. Forget Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Been with Plusnet for many years now on their top tier package but have noticed a gradual decline in the level of customer service.
The final straw came when recently I contacted them to report an issue that I was having sending emails. The agent immediately dismissed my problem, was unwilling to engage a member of the email technical team, was very impolite - and then closed the chat! This is despite the fact I explained that Plusnet accidentally put a block on my sending emails previously so there was already a history of poor technical service.
It's sad to see, what used to be a quality service provider, erode their customer service but I for one will now be moving away from Plusnet.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
England, South East Plusnet  
Do not go there, they promise the earth when you sign up and cannot deliver. Customer service is as much use as a chocolate tea pot and they con you out of money for a service they cannot deliver.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
dorset Plusnet  
I'm on standard broadband. Plusnet made me wait over a week before I could connect. Then they make you wait longer whilst the 'broadband stabilises'.

I gave it a few days and the result is that sometime I get 6mbps, sometimes I get 1mbps, sometimes I get nothing at all.

It became very clear from the start that this is how it's going to be for the length of my one year contract. So I called to cancel within my 14 "cooling off" period. But because I'd had to wait to connect 16 days had passed before I'd started my contract even though this was long before I'd even been connected. First front line customer service guy was great. Very helpful, but he had to pass me to a different team who are trained to be rude and aggressive.

Despite arguing I've got nowhere. Up and down connection and generally slow. Spotify is reasonably OK. Viewing Web sites is slow, pictures take a while to load. Streaming Amazon prime is slow and often pixelated.

I regret taking out anything with plusnet and now I've got to spend my evenings fighting this utterly awful company to get my money back.
  • Customer Service
    2 stars
  • Speed
    3 stars
Bristol Plusnet  
Outrageously raised prices for MMS.

DOES NOT support short code (short mobile number that utilities companies and banks use to contact you). If you receive a message from your bank that uses short codes (e.g., 456633), you will not be able to reply to that SMS, however important that might be.

Called the customer service and some guy responded in most surly voice that they don't support it - that is it.

Mobile network coverage is poor in many part of the UK and it is pathetic in Germany. So if you have Plusnet and thinking of taking your mobile abroad, think twice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Plusnet  
PLUSNET is the WORST broadband provider I dealt with so far. Their incompetent customer support changed my broadband dates four times in three weeks. Customer support no idea what they are talking about and provisioning department only know how to pass blame to openreach. They keep promising false activation dates. Feeling like a stupid for signing up with them and leaving nowtv.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Downham Market Plusnet  
Absolutely rubbish waited for a month still now broadband, staff on phine tell lies about where my order is. Excuse after excuse and kept cancelling order 5 times! Outrageous and poor accused of all sorts bloody useless and unnaceptable company. Idiots
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
Dover Plusnet  
customer services useless, we will call back in 1 hour no call back!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
west midlands Plusnet  
This used to be a reasonable company, but for the last 4 months they have been a disgrace. My monthly bill has rocketed by £15.00 per month and my speed decreased, all because they recommended a new contract package. Despite numerous phone calls and 4 months to put things right thwy have done nothing, so I am off to another provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Fleetwood Plusnet  
Aboustly shocking.. signed up was get speed that they said for a whole month and then speeds was half and kept completely dropping and nothing at all after 6 open reach appointment and nothing sorted they tried saying its was my brand new laptop..I took out enough contract as they promised the speed and still could not sort the speeds lucky enough got out as off the speed promise but I agreed a rate with them off 29.99 but keep getting billed 39.99 nearly 20 months of them charged me for the best speeds bit only getting half on good day... avoid going with these and all speed checks was done with there recommend btwholesale test.. I was getting between 20-30 when was paying for 72
Tonypandy Plusnet  
Avoid at all costs they promise the earth and can't deliver. When you finally get hold of them they lie through their teeth and feed you with a pack of lies that doesn't exist in their contract. If they are not delivering they are in breach of contract and cannot charge you to move.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset Plusnet  
I was a Plusnet customer for many years, had no service issues and was happy enough. I then moved house, which began a 6 months battle with them.

The internet service in my new home only worked 50% of the time. It was a new build, so the line and socket was brand new. My equipment was exactly the same as had been working perfectly for 18 months at my old address (same router and computers etc). I am also ex-IT industry so have a fair level of knowledge when troubleshooting.

Queue a six month battle whereby Plusnet tried every way they could to blame me, my devices or BT Openreach. The Openreach guys were excellent, in total coming out 5 times in six months. They replaced every bit of the line and equipment between me and the exchange and my line is as good as it could be. Plusnet were still blaming the line.

The connection itself wasn't dropping, rather everything would just start to timeout. This was completely random and could occur any time of day or night, for minutes or hours.

Plusnet were completely uninterested in doing any troubleshooting beyond a line test, which didn't show the problem.

My own tests using speedofme, tracert/ping, networx and wireshark all showed that the problem occurred as soon as the traffic entered the plusnet backbone.

Plusnet completely ignored every bit of diagnosis I sent them and blatantly couldn't be bothered to investigate, despite being assured several times the matter would be "escalated". All I got was someone running the same old test on my line once a week and getting told everything was fine.

I then was blatantly lied to and fobbed off by a second line engineer who told me that ping/tracert tests to google, bbc, facebook etc should be timing out due to their firewalls. I can see how a lot of people would accept this, but for someone who is cisco qualified this blatant ******** absolutely infuriated me beyond words. It is absolutely appalling. I directly complained about this and Plusnet completely ignored me, despite the engineer being named and what he said to me recorded.

Plusnet also messed up my billing as my package was slightly different, leading to them overcharging me for six months. their solution to this was that I had to ring up every month and ask for a refund.

I have now happily moved to Zen and my service is solid, reliable and fantastic. Plusnet - you have lost someone who recommended customers to you and I will now actively recommend against you. You have already lost 3 further customers due to this and will lose quite a few more. You are an utter disgrace.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North East Plusnet  
Poor internet service, and rude customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
Avoid at all cost. Read there terms & conditions ie section 4.. they do not guarantee there equipment to work and do not guarantee a WiFi signal.
This is what has been quoted to me from there horrible customer service, they only guarantee the line to the router but not the output.

Have had months of no service due to drop outs, WiFi cuts out to less than old dial up, and I’m on fibre 70mbs received 16mbs up & 18 mbs down on a good day.

Now face cancelling them and there criminal threats to charge over £200 pounds to cancel contract.

Plain to see this is a scam company who make money for providing nothing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Plusnet  
Plusnet are a TERRIBLE company. They charged me for a service I have not received and then lie and use technicality’s to justify them taking money from me.
They also took a payment from my acount when they had told me that my acount had been cancelled due to them not being able to provide me internet (after taking my money) DO NOT USE THIS COMPANY
  • Satisfaction
    1 star
Hayward’s heath Plusnet  
Extremely dissenting with their service and customer care. Took over two months for us to get the wifi up and running. On the first visit the engineer wasn’t able to get the connection set up and stated that he can only access virgin network but cannot find vodafone, therefore, we had agreed we will get someone to run another cable. My boyfriend called the company a week later to schedule another engineer visit and they gave him a slot following Tuesday. When we called on Monday to confirm the times they didn’t have any record of the phone call even though we had a screenshot of this phone call. They were not able to give us another slot until the following week. I have raised a complaint regarding a charge for the second engineer appointment who claimed he was not able to get into the property - even though he was there and was unable to get the network set up as well as complaint about them wasting our time and giving us an appointment they never scheduled in. Refused the complaint and keep stating engineer wasn’t there on the first visit and that my boyfriend never scheduled the second appointment in. Would not recommend to anyone, terrible customer service, a lot of time spent on the phone arguing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
I have been with PlusNet for a long time and, until recently, have been generally satisfied with it. However over the past month or so the connection has been dropping out and leaving me with no service. The last few days have been horrendous and now I have no confidence whatsoever that it will be up when I need it....Ebay for example. I will give it a few more days but reliability is important and right now it is nothing but.
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bristol Plusnet  
I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    3 stars
cardiff Plusnet  
The worst company!! Have waited 10 days for them to provide a date to install a phone line each time I’ve chased them for a date they’ve said they’ll provide me with one the next day. Ended up cancelling my order with no apology from customer service just that it’s not their fault.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Plusnet  
Terrible costumer service.
No service, most of the times you do not have any wifi connection.
Long waiting customer service and after half an hour when they pick up, they cut the phone off on you.
Finally forcing you to pay for non existing service.
London Plusnet  
Truly awful service! It's fully BT owned now, hence the lack of customer support! They also ship a rebranded old bt smart hub 5 router! That is still prone to stalling itself and constant WiFi Internet connection drops!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
South Croydon Plusnet  
The worst service ever out of 5 lines I'm having problems 4 at different properties and after 3 months of being told so many different things but still not mended and it goes on. I do not have enough time to keep call plusnetbusiness 4 times a day. So now I've gone to the ombudsman to shut down all my accounts with plusnetbusiness and a refund. Never again will I use such a rubish company again. P.s xln are much cheaper and easier to get on with.
Liphook Plusnet  
It's a shame that I can't give 0 stars. The internet connection is dreadful. I have spoken to many people that have the same modem as us and they have the same issues. Plusnet should be paying me for using their dreadful services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cumbernauld Plusnet  
worked fine for a year - gradually slowing, and slowing...cutting out. Customer Services said "its your wifi", so ethernet lead connected, speed of 0.7mbps. On a £38 month fibre contract. They lie through their teeth at customer servivces, leaving plusnet as 4g dongle is 40 times faster than plusnet fibre....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheltenham Plusnet  
The deal l took out included a £75.00 cans back reward have never seen it now told they sent a form in email which l never received if l don’t claim by end of month lam told it will then be null and void..changed over from another company to this thinking it would be better..Also l set my friend up with mobile deal which included £25.00 cash back card..because she was recovering from throat cancer they allowed me to set it up as long as she answered yes to give permitting plus this condition has left her hard of hearing..today when l visited tried to get the £25.00 sorted for her was told she would have to give details herself or l had to be power if attorney for her..she is married and l have no right to be power of attorney and her husband is not good in Internet or phone wish l hadn’t changed companies for her to get a better deal now she will loose her deal if we can’t get something sorted
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kendal Plusnet  
This is a terrible company would not recommend at all! Paid upfront for my service which when it was due to go live it never happened phone the customer service team they told me it would go live the next day and here we are a week later still with no internet and just been told my order had been cancelled... not by me but somehow cancelled! And I would have to wait another 2 weeks before any progress
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Plymouth Plusnet  
The broadband speed is ok until 9pm, and then after that films and phones start freezing as the network slows down or something of which I have no clue and this is just about everynight. The last two times I phoned I was told after they tested the speed that the speed was fine and there was no problem, so WHY does it slow down every night?? I wonder.
  • Satisfaction
    2 stars
  • Speed
    2 stars
Mk3 Plusnet  
I have actually told Plusnet I spend more hours over the last 2 years on hold or speaking to their agents than my own family. I have wasted days of my life trying to find out why I had being cut off for no reason, charged double or whatever they make a mess of that month. I honestly feel like poking my own eyes out with 2 blunt pencils this company frustrates me that much! When my contract is over I will be going elsewhere. Shame, as the actual fibre is good. (if not disconnected for no good reason) Plusnet staff and departments do not internally communicate with each other the way they should, which is their major problem. When the new billing system went live it stitched all of its customers up so beware of being billed double.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
SHEFFIELD Plusnet  
I phone customers services to do an upgrade, told there was a 10 min wait, after 22 minutes hung up now looking for new provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex Plusnet  
People if you think this is the right company for you then let me explain how the know how works in this company. As NEW customer you are the highest valued Pearson for them. I was in that place as well. After many years off ripping off by this company is what you get only NOTHING. The always prioritise NEW customers only and DO NOT care or look after old valued customers. They claim they are based in UK ok but service is terrible your contract come to end and they will send you renewal with imagine what the same price as you was before really?? A joke when new customers get straight away ALWAYS HIGHER DISCOUNT then you. Then you call the SUPER UK based customer service and what you get is as first 15 min up to 45 min waiting time and once you finally reach someone. Then the super UK based customer service will tell you there is nothing what they can do even try to rip you off of more money!!! SHAME SERVICE. This company deserve to loose all valued customers and people go there where they will be looking after you and not to rip you off like plusnet. Plusnet is good as FIRST CONTRACT and then run away and look for someone else. And advice for plusnet. I was telling you this for many years but after today phone call to your super customer service I am going else where to someone who deserve my money and will not RIP ME OFF ALL THE TIME. If you are looking ALWAYS prioritise new customer ONLY then GOOD LUCK I hope you will get what you deserve but I will NEVER COME BACK. BIG SHAME ON YOU PLUSNET!!!THANK YOU FOR NOTHING!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Rugby Plusnet  
I have been a Plusnet for 8 years and was very impressed with your service.
In the last 6 months I have had the phone put down on me several times having waited 20mins at least to get through, practically laughed at when I’ve asked if there is a better plan for me as they were no longer competitive on price and now, to top it off they have closed my account after I found a much cheaper (1/4 price) and then even better they’ve sent me an email asking me to update payment details.
Be rest assured, I will be telling people as much as I can how much your service has deteriorated and what a shambles Plusnet now is.

The directors of Plusnet should ashamed of themselves with the kind of company it now is.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Suffolk Plusnet  
Hate this company - honestly run a mile. They messed us around for months when our internet speeds were not even 1/4th of what we were paying for only to tell us they had connected us wrong and people across the street were getting our faster speeds - no refund and even now speeds are a joke and constantly disconnects, can't handle any more than one person using it. I will be switching to another provider as soon as contract ends - oh and they increased the price mid-contract so don't let the advertisements fool you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sheffield Plusnet  
18 months we have had 7 engineers, hours of being on the phone and communicating via the only ticket system which is awful. My plusnet broadband goes off every night without fail and usually a few times throughout the day. AVOID USING THIS PROVIDER !
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
P Plusnet  
Firstly my connection date was moved. Secondly they then failed to connect me. When I called they pressed a magic button and connected me saying they didn't know why I had not been activated. Gee thanks. Despite being finally connected, I could not get my router working and then on the phone had to agree to a potential charge to get an engineer to come out and look, even though I had already paid one of these to be connected (apparently this is for connecting the house outside, not making sure you can connect inside). They stated that if an engineer came out and the fault was found to be an internal one in the house I would have to pay a fee. I had to agree as without an engineer coming to look I could not connect my internet no matter what was causing it, but I made it very clear that my agreement was made under duress. I then found my router did work, but not through the connector they sent. They sent another. finally connected , the speed was dire and latency horrendous. Ended up being manually talked through over the phone how to select and change channels and find one that had a reasonable speed, none of which came close to the levels of speed they should. Router was feeding back that it was not doing as it should and was sent a new one.
This company does the minimum, the customer service is a joke, you end up fixing your own problems and having to do technical stuff over the phone to get it sorted. When I went with Virgin, there was no engineer fee, the engineer came into my home and set everything up and made sure I was up and running before they left. Plusnet make the customer run rings, forget to connect you even though you wait in all day, several days to get connected and sort things out at your end, and in a friendly customer service voice say, oh don't know whay thats not been done, I'll do it now. No elderly or non technical person not understanding latency and ping determinants etc would have stood a chance. I was not happy, this is not customer service. I got an independent person in to sort it. The signal to the router is as it should be with the guaranteed speed. However, be warned as the speeds from the router to the rest of the home (which are not part of the minimum speed guarantee) are a joke and my computers are now hardwired, although they still do not get the full speed. The whole set up wasted an inordinate amount of my time and phone calls, stress and having to do technical things. Disgusted with Plusnet.Cannot recommend. They certainly didn't do me proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Falkirk Plusnet  
I had been with PlusNet for 12 years until recently.
In the beginning they were a forward looking company that employed technically competent customer service staff that understood what a static IP address, DNS records and Linux are.
Over the last 3 years (currently 2019), they have made gaff after gaff and I now actively encourage people to avoid them.
Customer service takes over an hour per call on hold and usually requires 3 or 4 calls to get anything resolved.
The final straw was a £300 phone bill due to someone hacking my line, despite the account having a £50 cap! This, followed by a price hike and refusal to match the "new customer" offers made leaving them a simple decision.
Good bye and good riddance!
"We'll do you proud", more like "We'll proudly do you".
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester Plusnet  
Due entirely to BT disconnecting me for no reason, and Plusnet's failure to respond to this, my account was sent into chaos. I have emails thanking me for paying my outstanding balance, and telling me my account currently sits at zero. However, today, and after many conversations with Customer Service teams, I have closed my account. The right hand there does NOT know what the left hand is doing. The stress caused put me back in hospital, thus being 2 days late in paying, borrowing money to pay, and my Mental Health has been set back at least to last year. I was assured I would have telephone last weekend when I returned home, it was cut off AGAIN!! I have closed my account, and want nothing more to do with Plusnet, as they did NOT "do me proud". Currently debating in my crazy mind whether to tell the Press. GOODBYE PLUSNET....DO NOT EVER CONTACT ME AGAIN!! You have upset everyone in my family, and you have no idea how to do as you say you will do.
Isle of Bute Plusnet  
Terrible, never had such a bad experience when switching providers, had to spend hours on the phone getting WiFi sorted, engineer visits, new router. Cooling off period is far too short, now stuck in a contract for a awful service unless I pay over £200 in cancellation fees. Avoid at all costs.
  • Customer Service
    2 stars
  • Speed
    3 stars
Lincolnshire Plusnet  
They just cannot leave people on a package they are happy with .
Raise their price make them phone up to get a better deal , waste their time and inconvenience them .
High tech with low quality service .
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Gosport Plusnet  
Price increased by 1/3 rd with no warning.
Dreadful customer service so changed supplier. Still getting emails and calls suggesting we are still customers and owe them money.
Harrasment continues dispute numerous calls and email responses by me to give the dates the contract was cancelled and the date of our new contract with another company.
Please stay away from Plusnet and there fake adverts.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk Plusnet  
I had a problem with Plusnet, no internet, they said it was working but it was not, I cancelled the service, however they were still charging me a month after, so I called again and they said it had not been closed, so now with another 28 days notice I have been charged for three or four months without the service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Peaks Plusnet  
Singed up for the broadband package (was later told by customer service this is no good and I would not of put you on this package) on the switchover day the line did not go active, phoned tech support spent 1 hour going through trsting of connections in my house which I told them I had already carried out but he wanted me to do again with him on the phone. Then 3 days later engineer attended to diagnose the fault witch was in the exchange that they had connected incorrectly. Then line test showed very poor speeds but was told that the line needed to chase in for 10 days, still no better phoned to cancel and was told that I had 14 days from first signing up with them and that had passed and they were supplying the minimum line speed so could not cancel. The only option left open to me was pay to cancel or upgrade to fiber for 18 months on a new contract and would not give me the new customer rate neather, I am very dissatisfied with the service and customer service. In my opinion I would avoided at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barrow-in-furness Plusnet  
I have been a broadband member of plusnet for many years. At the end of my contract no review took place and I ended up paying more for the same package. They told me account review is only for new customers. I did overlook this and gave them another chance and upgraded my package with them to fiber plus. Max download speeds of up to 80mbs. My broadband speeds have now gone down for some reason to 12mbs. I called plusnet and they told me that the order was processed incorrectly and that I was placed on the wrong package. They were still however charging me full price. No compensation. This seems to be FRUAD in my humble opinion.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Plusnet  
OK - this is an honest review - I was going to join Plusnet(PN) BUT BT at the last minute offered a better deal. But only after I had paid a deposit to PN. I requested a cancellation and PN were verbally perfect... This was in March - 5 weeks later I am still waiting for a refund. Today I was told it would be another 2 weeks and sent as a Cheque (add on another week for it to clear). So in total it has taken over 3 hours of me chasing and nearly 8 weeks to claim back a refund from them!

I will NEVER move over to Plusnet and will never consider them in the future - they have sat on my money for nearly 2 months and I have been passed pillar to post in trying to get it back.

How are companies allowed to treat people so appallingly - it takes seconds to take your money and months to get it back. Where is the fairness in this?

DO NOT GO OVER TO PLUSNET! I WARN YOU!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Northants Plusnet  
Had a call on 7th Feb to renew contact.as never had a issue decided to stay with Plusnet.Now past 2 months my bill has been £5.99 more than I signed up for.Have contacted plusnet 4 times now regarding this issue and have been told they can not sort it out yet.but are aware of issue with some bills.Cancelled direct debit as bill was due yesterday and not willing to keep paying more every month.Cant amend bill and add discount but can send texts and emails fast enough to tell me my bill is outstanding.Seriously wish I had not renewed with them now.Terrible customer service.
Gosport Plusnet  
You guys offer a terrible service. The initial date has been moved back over 3 times. I was initially told it would live on the 23rd then moved to the 25th then the 26th. Then it was cancelled and now youre saying the earliest you can send out an engineer is 9/5. The guy i spoke to on the phone wouldnt forward me to the complaints team and insisted he would be the one to take the complaint. I wouldnt recommend anyone use your service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
London Plusnet  
Awful internet provider, one minute you have a solid 70mbps download then not even 5 minutes later it's down to less than 1. It will randomly cut out for about 10 minutes. Would never recommend to a friend
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Plusnet  
It’s a shame I couldn’t give Plusnet ZERO stars because that would be my honest rating. We are a business that relies on broadband in many ways but are continually let down by either very slow internet or no internet at all. When I call to report outages it takes about an hour to get through only to be told their “line test” is not showing any faults. I then have to actually ask to be put through to the complaint department to get anyone to come out. Even after an engineer visit we are lucky if the broadband works for a week before it breaks again.
At the moment we have no internet at all. As usual today I was told there was no fault and they are sending out a new router which they can’t guarantee will arrive tomorrow...
As a business, what am I supposed to do until then??
Stay away from Plusnet - they promise the earth but definitely do not deliver!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
In all the years we have had broadband Plusnet is the worst of all providers. Through the contract we were getting as low as 1.2mb down 2.0mb download I was forever complaining to them but it was like speaking to a brick wall, to be honest most times we had no internet, when we transferred to the we had no internet for 2 weeks was never compensated, I would strongly advise anyone thinking of transferring or joining plusnet to stay clear of them. The can not deliver the speed and service they are contracted to provide. The government watchdog needs to look into this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hullbridge Essex Plusnet  
Only been with plusnet couple of months have issues every day broadband speed terrible average around 15mbs, constantly loosing connection, only positive is the cost is a third what BT was charging
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SOUTHAMPTON Plusnet  
I have two broadband contracts with Plus net and had to pay £130+ to cancel one of them as I’d intended selling. Changed my mind about selling and wanted to re instate the service a less than a month later. Wouldn’t cancel the charge asked to speak to a supervisor/manager and was promised a call back in 2-4 hours, they never did. So that’s both accounts they’ve lost.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Essex Plusnet  
The worst broadband i’ve ever experienced! 0.30-1 mbps - complete joke! do not recommend!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland Plusnet  
I have been a Plusnet customer for 12 months of an 18 month contract. The service is dreadful. The customer support which they claim is so awesome is a joke. You get the same support as any other ISP - every problem is apparently solved by doing hard reset on the router, losing all your settings, only to find nothing is improved. On two occasions, their agents simply hung up because I would not accept following their idiotic problem resolution sheet to address issues that were blatantly not connected with my end but are (and remain) problems with their own infrastructure. I also have Sky Broadband which has for 5 years performed faultlessly (a different building). I would not touch Plusnet. For all the advertising hype they are a complete shower.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Cornwall Plusnet  
very good service best ive had been with them over 6 years now never forget what talk talk was like. been thinking about changing to zen as they are offering 130mb speed
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
newport Plusnet  
Have been with Plusnet for years and my contract was due to expire, so was looking to see what they would do. My phone call was met with a 50% reduction in my broadband charge. This meant I could get cheaper elsewhere according to the website information. A few days later I did an online chat with PlusNet, this resulted in free broadband for 18 months. So, all I have to pay is the line rental, which matched the website comparisons available. So I stayed with PlusNet, but would have gone to another provider if they had not improved the first offer. Don't take an offer if it does not meet your expectations.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Whitstable Plusnet  
My average speeds obtainable are between 1-2Mbps. Often I am receiving less than 1Mbps. Also regular outages. (No point showing an online map of where outages are if your customer has no internet!)
I chose Plusnet because I thought it was supported by BT - either way it's just not reliable.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Birmingham Plusnet  
I decided to move from Plusnet to BT because of slow Internet speed and Customer Service, particularly now that you could keep your email addresses despite changing providers. I changed over from Plusnet to BT and Plusnet instead of making the necessary detail adjustments for continuation of our two email addresses with BT, just cancelled our account. On contacting Plusnet, and having been passed around and told that I couldn't keep our email addresses, I spoke with a Manager who said it was correct, you can change provider and keep your email address. She apologised and said she would arrange for our email addresses to be resurrected and that it would take a couple of days. After some five or so days of not having any emails coming through I contacted Plusnet who advised that resurrecting a cancelled account cannot be done and as such I have lost everything. Hence my new email address and I am still making contact and trying to make contact with all the people and businesses and authorities that communicate with me via email. Nightmare! Plusnet's commercial - .......NO PROBLEM - for me is the biggest lie on TV. If you use Plusnet hope for the best but PLAN FOR THE WORST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Billericay Plusnet  
AVOID PLUSNET, THEY DON'T CARE TWO HOOTS ABOUT YOU.

I used to get 9 meg with Sky. Swapped to plusnet a year ago and this dropped immediately to 7 meg (at best).
Recently had a line fault and lost everything. Openreach quickly fixed the problem at the box at the end of the road.
Since then my max speed has been 4 meg. Plusnet will make no attempt to get me back to 7 meg because it still meets the new ofcom minimum requirement of 3.5 meg.
Beware of the minimum guaranteed speeds when you sign up because that is what you may end up with for the whole contract period. The speeds splashed all over the adverts are no guarantee that you will get anything like this. The minimum speeds are buried in the small print.

36 meg fibre broadband !!!!! You might end up with 10 meg from one provider I noticed. These advertised speeds need to be changed to minimum guaranteed speeds.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
In a town of 30,000 my house is one of 3 with no Openreach connection due to the line being left in disrepair. Ordered Plusnet on 15 August and after incompetently handling the matter and charging me every month for 7 MONTHS they finally tell me there will be a £4k charge for me to repair Openreach lines that are not even in my property!Then they blacklisted the property so no one can ever apply from here - don't want the hassle of having to actually make an effort in customer service.
The service with Plusnet is dreadful. Hours of waiting. Agents don't read notes. Repeating everything and they never listen. Untrained workers only sticking to script. Utterly incompetent. I used to love them but never again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Plusnet  
15/3/19 Decide to join Plusnet due to positive reviews and my son having joined recently with no problems.
Supposed to go live on 29/3/19
On 25/3/19 no router had arrived. Tried to call but waiting time was too long for me to wait. Tried online chat, all lines busy.
I then went away for 2 days. On return on 29/3/19 no router or Royal Mail red card. My previous provider had disconnected the line so I had no internet.
Tried to track order from email with link to ‘track your order’ to be informed that I had no order.......
Rang customer services. Explained. After checking, member of staff said the router would be delivered in 2-3 days and apologised. I asked about compensation and was told I’d have to call back after set up to claim compensation.
1/4/19. No router. Rang customer services. Was told the router would be 4-5 days. I said that I was told it would be 2-3 days and that it hadn't arrived. I was told there was nothing she could do. I again asked about compensation and was told that I would get refund of the rental for however many days I was disconnected. I asked if she thought that was sufficient. I rang off.
2/4/19. No router. 14 minutes of online chat waste of time. Was told there was billing error on my account........Offered me one month line and broadband rental refund. He didn’t answer my questions. When asked when router would arrive, was told 3 working days. Online chat recorded.
Simultaneously got email saying my hardware had been ordered and would be 3-5 working days....
14.27. Rang customer services again..... was offered £40 to go and buy a router. Told 3-5 working days for theirs to be delivered. Asked to speak to manager. Said I didn’t want to buy router as I knew nothing about them. Asked why their router could not be sent express delivery. Their routers sent out from warehouse not them. Explained it all. Data on my mobile running out. Error made by first person who took order? Manager will look in to it and get back to me within 2 hours. This call was 22 minutes.

Manager called back as promised. He’d arranged router to be sent out recorded delivery and gave me delivery tracking number.
His confirmation email said that the agreed ..... was ‘XXX’....... phone call agreement was £30 credit.
7pm. Tried to track router on Royal Mail. Not trackable. Tried again at 11pm. Still not trackable.
3/4/19. 7am. Router still not trackable on Royal Mail
9.42. Tracked again. Royal Mail saying it’s been delivered. I was in at time of delivery so it had been delivered wrongly. Eventually went to neighbour the other side of estate, not in. Back home to write letter, delivered it. Owner of other house (not my address) contacted me having picked up my letter.
Got back at lunchtime and collected the TWO separate routers sent... the address on both parcels was wrong. The first one I opened had wrong power cable. Luckily 2nd parcel had right one. Connected computer after some help from Technical Support. Phone and printer also connected.
Later:
Smart TV not holding connection via WPS. Dropped connection every time I turned TV off and I had to reconnect by pushing WPS button and starting again. Rang TV company. They found same problem. Suggested it was router at fault as TV had worked perfectly with previous provider.
Ookla speeds through the night poor - worst at 7am when upload was 0.02.... best was 35 so average well below 38/40 for which I am paying.
4/4/10. Tried Smart TV again. WPS lost.
Rang Plusnet. 31 minutes later got answer from Technical support. Established it was probably faulty router as I had suspected. Told they’d send out new router. As I had been sent 2 routers in error, I agreed to change routers as most likely problem was that. Now have to reset phone, computer, printer and TV.....
4/4/19. Installed new router. Connected computer, iPhone and printer. WPS on Smart TV still very dodgy but appears to be working and not disconnecting every time.
Speeds extremely slow - often less than 1......
Online chat said the speed to my property was 38 - of COURSE IT WAS!!
Changed channel - speeds slightly better but nothing like 38 - 40.
Have asked for increased compensation as Plusnet is part of BT who have signed up to Offcom agreement at £8 a day. I had no internet for 5 and a half days. Awaiting answer.
Totally fed up with the whole service and after all the t5ourble, still got slow speeds.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Exeter Plusnet  
Absolutely awful! Stay clear!
Award winning customer service? Absolute joke, I had the worst time with this company.
Lied to, mislead, treated awfully thr list could go on, save yourself the stress and stick to the big providers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Nottingham Plusnet  
We moved a month ago, and took plusnet with us. Since then, there is always an issue after another one. Everytime, we're told to wait 2 working days... And then there is again an issue, so need to wait again... It's been a month, we still don't have internet, and they ask us to pay the bill...
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Chesterfield Plusnet  
Months of drop outs and copy and paste scripts from CSR’s no manager call back when promised over charging of account frequently even when they breach their own terms and conditions... avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Plusnet  
Absolutely shocking customer service. Incompetent
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Plusnet  
If I could give no stars then I would.
Someone wrongly used our address for a new contract.
When we received the letters informing 'the new occupier' about their new contract we IMMEDIATELY informed Plusnet, we did everything they asked us and received email verification to assure us that this error had been taken care off.
To our HORROR we woke up friday morning to find phone/ internet dead.
Thinking a quick call to customer services should sort this out turned into an unfolding nightmare of poor couldn't care less customer service pas
sed from one department to another every time having to retell the story from the beginning. Put on hold for half an hour.. then cut off. Ring back. Rinse and repeat all day long.
No apologies, no help, no offers to alleviate the situation. Just blankly told you'll need to sign up for a new contract and it will take two weeks minimum.
Great Plusnet. I'll just lose two weeks earnings because of your sheer incompetence and don't even bother taking ownership of YOUR mistake or offer ANY help in alleviating the problems caused by YOUR mistake.
No courtesy calls from a customer service rep to apologise nothing. Having to hound them constantly while they waste away your day passing you around one office to another, putting you on hold, cutting you off, wearing you down.
PLUSNET.. We'll let you down..... We'll make you mad... We'll make you wish you chose another damn company to provide you with basic phone and broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
North Devon Plusnet  
Honestly the worst service I have ever encountered. After it unreliably turning on and off consistently for the year we've had it we had to resign up after they terminated our account because our neighbour switched providers? when we resigned up they said they'd have to inspect the property to see if the wifi would work EVEN THOUGH we have had plusnet for a year and our landlords for the year before therefore the property has been accessible for internet for 2 years with them. Engineer was sent to the property without informing us (even though he had to come inside to 'fix' the connection) and when we rescheduled they got the day wrong twice! We were promised the internet would run within 24 hours of the engineer arriving, the engineer confirmed that it should be available straight away and they only needed to run a signal to the exchange. THEN we are told on the phone we will receive it on the wednesday the WEEK AFTER the engineer has visited. TODAY IS THE THURSDAY, THE INTERNET IS NOT WORKING AND WE HAVE RECEIVED NO REFUND FOR GOING WITHOUT INTERNET FOR OVER A MONTH OF TRYING TO RE-SIGN UP.


NEVER EVER GO WITH THIS SERVICE, THEY WILL TAKE YOUR MONEY AND GIVE YOU NO SERVICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bristol Plusnet  
I agree with most reviews below, I have been with plusnet for 5 years and seen them get worse and worse. The router is old, out of date and unreliable, but if I want a new one I have to pay, and pay a lot!!! My webmail keeps stopping me from accessing it. When trying to get help, they are evasive and patronising. Be very wary of this company, they get you and then they just don't care.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
North London Plusnet  
Thanks god I switch to different provider,,,its been nightmare with these guys...Helpline waiting time over 25 minutes and if you lucky to get hold so rude customer services, keep transferring to you different departments, no one know what they doing...
They closed my 2 accounts and I am unable to get my bills downloaded...Called after waiting same story, being transfer to few people and finally they hang up on me....Disgusting, rudest people to talk too...Please dont go with cheap price,,,,if you do then expect this all happen to you as well.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
DERBY Plusnet  
Slowest broadband ever used
Trap you with 18 month contract
Bs
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
London Plusnet  
Just don't bother. Set up at our new place is currently 2 days behind schedule and every time we ring for an update they've moved the goal posts- from Monday to Monday midnight to Tuesday.
This after they were terribly unhelpful with technical issues the previous year we were with them. Only reason we're still stuck with them is because we missed the deadline to back out and it automatically renewed. This year I'll be counting down the days.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Plusnet  
Absolutely APALLING! Wouldn't give them any stars if it were an option. We had a business account with them and then one day came to work and realised the phone line wasnt working nor was broadband, phoned them and they told us that due to a system error they accidentally deleted our whole account and they would set it back up again for us, so we waited a week and still nothing. SO phoned them back and they told us they were not going to set our account up again unless we paid again, wtf?! You could of let us know!! Appalling sevice, bunch of ill mannered staff with no capability in doing their job right, we had nobody write or email us any warnings, it's as if they don't want to communicate and can't be bothered because they are only there for their monthly wage, they don't care about the business or the customer. Also the broadband speed was frankly **** too and they would take different amounts of money each month then have to refund it back to us. We literally only stayed with them to keep the same phone number!! Never really thought it could get any worse but it did. AVOID AT ALL COST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
We signed up to Plusnet Fibre Extra and Phoneline (£27.95 18 Month Contract, no Connection Fee via a USwitch Exclusive Offer) on 19/2 and the service went live, as planned, on 5/3. Everything worked fine except Caller ID but this was resolved within an hour of me posting a message in the Community Forum. The service has been very stable, once the 10 day line testing was completed we now get a very consistent 72Mb at any time of day. However, in common with several other new customers we didn’t receive an email within 10 days of our service starting to claim our Reward Card but this has now been resolved and the card is on its way, The Hub One Router is OK, it’s perhaps not quite as powerful as our previous SSE Router (who we sadly had to leave because of increasingly rigid evening throttling). Overall we are very happy with the Plusnet service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Merseyside Plusnet  
One star is too generous. Absolutely the worst company I have ever dealt with, lied to, fobbed off on a daily basis, and still no broadband nearly 2 months later. Poor communication, terrible customer service and support and poor relations between plusnet and openreach resulting in problem after problem.

I have had over 15 promised 'live' dates with a problem occurring at each and every one. It'll be a miracle if I ever receive the service I am paying for at this rate. And to add insult to injury the thieving little crooks will not allow me to leave my contract without an exit fee.

Avoid Plusnet at all costs. Not worth the time or energy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln Plusnet  
Utter rubbish, after complaining my broadband was slow they agreed to send an engineer out only if I agreed to a £60 charge, even though they told me there was a fault on the line. My broadband is still slow and sometimes does not work at all. They trap you with an 18 month contract and then supply you with a sub standard service. They are unprofessional and actually run a complaints department on Facebook!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Benfleet Essex Plusnet  
Failed to send me a router left me with no internet refused to refund my money or cancel my contract
Worst service ever DO NOT USE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wiltshire Plusnet  
Very unreliable connection, but it's always "BT's fault" that they can't get an engineer to fix look at it for weeks. Then it's a cycle of three visits for anyone to do anything, because they don't write proper notes on the plusnet system that instructs the engineers... but they are the same company.

While it's easy to sign up online, you cannot cancel or transfer through the same channel. I waited for ages on hold and got absolutely ridiculous fear-mongering when trying to cancel. Turns out "great customer service" only applies when everything is rosy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
A few days in to using PlusNet and I wish we had never switched. I need reliable connection so I can work on my laptop, listen to the radio and to check on my dog via the camera when I am out. So far this morning the router has lost signal twice and it’s 8.10am. Pretty unimpressed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Flintshire Plusnet  
Will not be recommending this service, broadband problems for the last 6 months with speeds dropping badly, the customer service is not as advertised, promised phone calls never materialised as per promised, they haven’t got a designated complaints department. When a complaint is lodged nothing gets done about it and you feel fobbed off as you get nowhere. Glad my contract ends in 1 month as will be going elsewhere, the service is definitely not what is advertised on tv, so please beware before you join
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Gateshead Plusnet  
DO NOT USE THIS THIS COMPANY horrific customer service. Incorrect billing which I’m quite sure they try to do hoping that customers won’t check bills. Overcharged. Customer options Team, these are the guys that are meant to retain customers?!! What a joke, rude, unhelpful and obnoxious.
Upton upon Severn Plusnet  
There were problems with provision of the router for the new broadband. However when I rang them the customer service was excellent - they apologised and admitted it had been overlooked (no flannel or excuses) and gave a part refund as compensation. The person who sorted out the refund when I rang back to claim it was extremely helpful and polite. He explained clearly what the process would be and the payment was made quickly and efficiently. Mistakes happen with all businesses but it was refreshing to speak to staff who obviously cared a great deal about the service they provide. Only complaint is there was nowhere on the PlusNet website to thank them for great customer service!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wirral Plusnet  
My complaint is concerning obtaining a final bill and refund. I have been chasing this since my service ended with them on 8 March. I can see other people have had difficulty, even waiting several months!! I cancelled my direct debit after they took the full amount in error, so now I am waiting for a cheque which apparently is beyond their capabilities. I have been promised a final bill on different dates, but none has materialised.
This appalling customer service is so short sighted. Not only will it result in bad reviews, it will also mean people will no longer wish to return to Plusnet. I certainly will not go back to them in the future, however good their deals may be.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
LEOMINSTER Plusnet  
Nearly two weeks and no internet.Not impressed. Ok until there is a problem and now no end to it.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Surrey Plusnet  
Absolutely terrible! Three attempts it took them to ‘install’ broadband. Despite me telling them that there was a line - which they should have been able to see - they charged me to send soemebody out. He put a line in and connected to the other line. Eventually ( 5 weeks ) later they were able to remotely connect to the original line I had told them about!
At each stage they were rude and lacking intelligence. A year later they are starting to charge me more and it turns out that I am out of contract. They are able to increase charges and send bills every month and make contact if I do not pay the bill but they are NOT ABLE to make contact to inform of a charge increase or the contract has ended!! They actually said it is just not possible!!
After years of terrible service from BT I switched to Plusnet because they claimed to be best for customer service ( now they say customer support I don’t know why they needed to change that )It turns out that Plusnet was set up BT because they weee losing so many people for their poor service and stupid staff. Maybe change the way you operate as well then??
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ferndown Plusnet  
Have unlimited fibre and we still cannot stream netflix reliably, file downloads rarely get past 2 mb even though line says 25mb. Connection is reliable, bit like the tortoise, it gets there in the end, but the hare always wins, will move to Virgin when contract up.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Stockport Plusnet  
Terrible service and attitude towards customers appalling. Left due to broadband service been very poor even though was sold fast fiberoptic. Cancelled direct debit and now they have sent my account to a debit collector even though they advised me to cancel the direct debit??? No one from plus net will talked to me or give me contact details of who to contact to get it all sorted. Would not recommended at all!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
Awful company-Utterly unprofessional. It took them 2 weeks to set my line, and after only 1 week my account was overtaken by another internet provider due to their miscommunication. Stay away from them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
the worst broadband company ever!

wifi so bad that we use our 4g on our phones 24/7

the rudest/ most unhelpful customer service ever

-1000/10 would not recommend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
ABYSMAL - AVOID LIKE THE PLAGUE. I have been a very loyal customer for over 11 years now - so old I was in pre-contract times - no contract with them. Developed a fault, engineer came out said I need a new router. If I purchase a new router myself, every time I have a problem they will blame my router. To get a free router from them I HAVE BEEN FORCED to sign up for a 12 month contract. If this is how they treat loyal customers new ones got no chance.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Midlands Plusnet  
They sent me three routers which never arrived, every phonecall up yet just offfered me free month of broadband which is good except without a router there was no broadband to get free. Finally cancelled and the lady on the phone informed me none had been sent out. Thanks for the wasted time guys!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Newcastle Plusnet  
Tried to sign up for broadband. Quickly realised their customer service was appalling. Cancelled the connection before the installation date. 6 weeks have now gone past since cancellation and they have not refunded over £200 paid up front. I call every week, they say they will arrange the refund, then they do not. Muppets.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
The broadband speed is rubbish in the morning at peak time - ie from 8am to 9.30am. The signal is extremely slow or non-existent, so apps like Alexa can't function and opening websites online takes forever. I never had this poor broadband speed with Sky and it had the same comparable speed. Landline phone works ok but what can go wrong with it? Also the downside is I have to pay extra if I want anytime day, evening and weekend calls. There's no offer of anything in between. When my contract runs out I definitely won't be staying with Plusnet and won't recommend them either.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Chester Plusnet  
Absolute garbage! I may aswell not even have internet. I'm paying for fibre and the connection speed is slow nothing loads and when I'm lucky enough for it to load it just buffers anyway! I definitely wouldn't recommend. Phoned customer services multiple of times and the phone cuts of! Definitely switching I shouldn't be paying for something im not getting
Doncaster Plusnet  
Well where do I start, the customer service team in the complaints department feel it’s ok to treat people like rubbish the internet service is a shamble along with the customer services, I would advise any and everyone to not sign up with the Plusnet service, when Plusnet were life mobile they provided a great broadband and mobile service but now they service is slow you regret ever signing up to this service they will provide a very poor service and they will try and talk down to you speak to you like rubbish and somehow get away with it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
When will I ever learn, read the reviews first...doh
Well I didn't read the reviews and went ahead and switched to plus net, what a huge mistake that was, even worse is that I am saddled with them for 18 months. Slowest broadband I can ever recall having, customer service should be renamed as waiting endurance test. Run a mile or for ever regret having the slowest broadband available.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Cheshire Plusnet  
I've been with Plusnet for 3 years now. The first 2 year's were superb. But last year I had a problem with one direct debit payment & Plusnet cut off my bband within 24hrs.
When they eventually put it back on, 6 days later, it wasn't the same!
From that moment on it dropped daily. Signal strength was a joke!!
Back then when I phoned to complain my call would be answered within 4 minutes by a polite human - nowadays it can take upto 25 minutes before they answer, whatever the time of day. That's if they don't cut you off before they answer or if I'm complaining, they'll now cut me off mid sentence! So infuriating!!!
This has happened three times this week alone. They're queue free complaints line is a complete joke - I've never got a response from it??
I've also got a mobile SIM only deal with them. They're supposed to advise you of the best deal for your usage...I rarely use a mobile but it's essential for when I'm riding my motorbike, incase I breakdown. I was inundated with emails offering me 'Mates Rates' all costing more than my then deal - even though I'd not used it once in that month...they should have offered me a less costly deal - but they never ever did, because that would make them less money!
So I had to do it myself.
Yesterday, was the final straw!!
After waiting 40 minutes for my call to be answered, a stuttering buffoon asked me my details - no, good morning sir, how are you today...instead I was greeted with a yawn. After lowering my SIM only deal myself, things went from bad to worse. They kept on taking the old DD from my bank account aswell as the new lower one. When I complained & said I want my money back, that you've stolen(I don't mince my words) Their response was, we'll credit your account - unacceptable, I said!! I want my coin back not credit! We can't do that they said - I replied, nonsense! If you credit my account that means I'll have to stay with you for another 2 months, I said & I want to leave before then!! The line went dead, they'd cut me off again - I felt I was getting nowhere. So I called back later that evening, they offered me two identical options, just worded differently & neither put money back into my bank account! The person I was speaking to kept saying, please hold the line for two mins while I speak to my advisor...5+ mins later he'd return, no apology & with no answer to my query??
This continued for twenty more minutes - I put the phone down this time, as I knew it was hopeless going any further.
Offcom, here I come.
PLUSNETS strap-line is,(We'll Do You Proud) Well, that now needs drastic changing! Because they won't & don't anymore - my advice is shop elsewhere. Sky was no better mind! The bigger these companies become the worse they treat us -
SHAME ON YOU PLUSNET!
(deep sigh)
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Cardiff Plusnet  
Worst broadband provider I have used in the last 10 years.
+ took them over 4 weeks to get broadband up and running
+ was meant to receive £75 cashback for joining. Waited and waited for it but when contact made with plusnet was informed my time to claim it had expired.
+ takes forever to get through customer service
+ customer service dont really care about what you have to say

Avoid!!!!

Better to pay more a month and join alternative provider.

Avoid!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlands Plusnet  
worst broadband ever,customer services were a joke,,,when contracted ended speed was so bad some Robert told us if we leave we will have to pay a leaving fee,,he did it in a threating manner on line chat because we asked after months of not being resolved we were going to leave.. stay well well away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
hunstanton Plusnet  
AVOID!! Absolutely appaling service! Set up with them in a property I work in for special needs. Had to be set up in the name of one of the people I support but these are people who a. Can't talk or b. Have the ability to understand. Contacted them on the go live date as Internet not working only to be asked if they could speak to the account holder!! Probably the most unhelpful company I have ever had to deal with. No Internet from day one and they have the nerve to charge £216 when we want to terminate the contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burnley Plusnet  
Switched to Plusnet from BT. Phone line disconnected/reconnected as scheduled but no broadband for four days. No contact from Plusnet. Finally used chat and agent said the activation was stuck in a queue. Obviously a queue they expect the customer to drive rather than any quality control service on Plusnet’s part. Agent chat disconnected while waiting for the agent to respond. Pathetic start. The lesson is contact Plusnet support immediately and constantly, don’t wait for their processes to notice that something’s wrong. Now connected, interestingly at more than 10mbs slower than the BT connection. Hopefully this will increase as the line is trained over the next 10 days. Meh.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Aberdeen Plusnet  
No broadband. Ordered broadband from plusnet. Sky has disconnected me and guess what, plusnet have failed to connect the service. Phoned customer services and apparently there's nothing they can do! Truly shocking lack of customer care. Wish I'd stayed with Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
My broad band fiber speed keeps going up and down like a yo-yo dropping down to signal figures at times. but when i complain i am told there is nothing wrong i when they put it on test its a constant 17. don't i wish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CEFN CRIBWR Plusnet  
Contacted Plusnet this Saturday and although 'drop' was resolved, the team attempted to put me through to Contracting team. I was disconnected by them and even after five more attempts the same thing happened. Looked for the complaints number on Plusnet website and it's the same options as before. On each occasion unable to get through and discuss contract options...two hours later - still no joy.. absolutely disgraceful Award winning? 100% yes for rubbish service...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Preston Plusnet  
Awful company. Been waiting 3 weeks for broadband. Was told it was Plusnet fault for delay. Should of gone live yesterday,Still waiting. Now the tell me it's a copper wire fault. Cancelled going else where. Wouldn't touch Plusnet with a barge poll. Awful.......
  • Satisfaction
    1 star
  • Customer Service
    1 star
Southport Plusnet  
Absolutely dismal. Might as well try talking to a brick wall; over six months since new billing system and it's still faulty and unfixed resulting in broadband getting throttled when they fail to bill and you can't even get to their webpage!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
P Plusnet  
Hard to rate the broadband when I cant use it, placed an order 2 weeks ago and still haven't received the equipment to connect so when I switched I was without a service. As I work from home I had to go out and buy a router, so thanks Plusnet for putting me £70 out of pocket. Do me proud? Do me raw more like.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Plusnet  
AVOID!!! What an awful company!! Been waiting a month for internet! Full of false promises and lies, all faults are due to their own! When you explain it to them they just think their company is great, it really isn’t
Southport Plusnet  
I've been with plus net around two years now and have never had any issues really until recently. I noticed that over the last few months that I had been charged more than my normal bill. I contacted them and waited 40 minutes before someone finally picked up the phone.I was told by an operator that it was because i had not renewed my contract. I set up a new contract and was surprised to find I had been charged an extra £15 on top of what was supposed to be £32 per month. When I called back I spoke to a really nice and helpful operator who said that I would be refunded and sent me an e-mail of my new plan. It's early days for the refund but I will wait and see. Reading through all these reviews has made me worried about entering into a new contract with plusnet,I'm also shocked how a company can operate like this and provide which seems,(going by most of the reviews) such an appalling service. Avoid.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Oxford Plusnet  
We were without broadband for 3 weeks . I phoned numerous times and was always fobbed off with an excuse . It seems the order wasn’t put through , then no one chased it up. Only one customer service person was helpful . We would not use them again . At the moment no apology or renumeration .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Maidenhead Plusnet  
I placed an order for broadband more than one and a half months ago, and today they are telling me that the installation will be delayed even 2 weeks more. They have been playing with my patience by ensuring me that the service will be up and running on the next day or in the next week. This happened to me several times since I signed the contract. I have called many times to the support and the staff keep saying different reasons for the delay. Summary: If you don't want to be without phone/broadband for a couple of months with people constantly lying to you, don't go for PlusNet: Worst service ever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Plusnet  
The People at Plusnet custermer service offered a very prompt and friendly service, when dealing with my complaint they looked into my problem in a very quick and friendly manner and they where really good at talking me through how to fix my problem, they also stayed with me on the phone and where very patient. Much appreciated⭐️⭐️⭐️⭐️⭐️! However, Sometimes your broadband speeds can be a bit slow sometimes. But, hey these guys things happen!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridgeshire Plusnet  
These guys are absolutely the worst mobile company ever and that’s saying something. Signed up for a mobile deal which included cash back and guess what the cash back never happened. I then get told if I pull the contract there charge me £80.00 for not keeping my side of the contract. What about there side where they shafted me for £40.00 and think that’s ok. All they do is send me on wild goose chases trying to track down my money. Nice way to treat a customer who signed in good faith and expected plusnet to do the same. Sign with them at your own peril and hope nothing goes wrong or your find your on your own.
  • Satisfaction
    1 star
  • Customer Service
    1 star
East Sussex Plusnet  
really poor customer services, spend over 20 minutes on hold each time there are issues, my monthly rate goes up due to calls that i have not made, no means to complain to them, id say over all pretty useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
bucks Plusnet  
Their adverts say great customer service but it's far from it.

I've just had my 2nd bill with Plusnet Business. They have charged me twice as much. Logged into my account and contacted them via online chat, a lady told me she can not help me as she does not deal with businesses (why have the online chat option on a busness account them.)
Told to ring another number, took me 20 mins to get through to someone then was told that was residential only as well! Explained what happened, the lady on the phone said she will put me through to business and there is no waiting time... there was.. took me 15 mins to get through to them on top of the 20 minutes before.

When running a business the last thing I want to do it spending all this time fixing their error.

AVOID AVOID AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Wolverhampton Plusnet  
Quite possibly the worst company I have ever had the displeasure to use.
The service is terrible, the customer service is non existent, and I have wasted 19 months on a provider that quite simply doesn’t provide at any level.
Be warned.......
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire Plusnet  
It has been 15 days and Plusnet has failed to provide me a basic broadband service even though this was supposed to be an easy switch from an other supplier. Firs engineering visit was arranged one week after I informed that there is no service. And an other week passed with one missed engineering visit and assigning wrong type of engineer to the work. I had to wait at home for three slots (8 am to 1 pm) and now required to stay home again for a fourth time for another engineering visit. Nothing is so complicated than to start doing business with Plusnet. ı highly discourage anyone thinking to switch to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
If I could give negative scores I would. Have been a customer for years and initially Plusnet were brilliant and I recommended them to many friends and family. Unfortunately I have had problems for over two years, still not resolved and now a worse situation because they “ceased” my line in error and now there is no space for me to get back the fibre broadband I did have, albeit intermittently. Their customer service do not listen properly, you cannot make a complaint properly and they do not respond to their “ticket” system. All in all a very bad experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Snettisham Plusnet  
What can I say apart from don't go with plusnet started off by taking 2 months before I got connected to Internet after signing up to them then when I complained about it they offered me 2 months free then it gets to last month bill and turns out they held on to two months of phone bills from November and December which they told me was free and tryed putting it on top off my bill for February very sly company and workers don't let you get a word in stupid company suggest going to sky or virgin only decent providers out there lat
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Newport Plusnet  
Avoid this company! Short contact terms are tempting but difficult to cancel. 3 months after cancellation they are still taking money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Hounslow Plusnet  
Moved home but somehow they managed to put me on a different package for a phoneline only! 10 days later and still have no internet. Some of the staff are helpful but sone come across as being upgrade crazy..which i think is what happened with me, someone tried to upgrade me and cocked it up. The internet speed has always been stable in the past so no problems here but this has really put me off. Looking for another provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Worthing Plusnet  
Broadband was ok when connected but we were killed caked out of the internet every time a phone or iPad went on to rest mode so if I was watching a film on the iPad like I often do every time I paused it I cad to the connect to the internet before I could play the movie again. Also there was zero internet service every nite approximately between the hours of 8 and 10 absolutely no good and when I eventually got on the live chat after months of trying plusnets answer was that they don’t guarantee WiFi absolutely bewildered what on earth was I paying for who uses a direct line any more? Anyway they refused to terminate my contract therefore I have been forced to cancel my direct debit with the bank. Waste of time trying to go about things the right way and waste of money on a useless service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Glasgow Plusnet  
Terrible. I now find their advertising incredibly patronising considering how rubbish they are, "we'll do you proud". Nonsense.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bromsgrove Plusnet  
Very unhappy with Plusnet.

Had a fully working fibre to cabinet broadband service for many years that stopped working. After many calls and one week later it was revealed by Plusnet that their internal computer system had deleted our broadband. They could give no date for re-connection and we have now been without broadband for 3 weeks and have been told we will get an update in a further 2 weeks time, so 5 weeks in total. No offer of escalation, no offer of a 4G modem.

Staff are polite and helpful but clearly their internal systems and policies are not adequate.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Winchester Plusnet  
Really fed up,moved house 4 months ago,internet has never been right since. Don't want to call & go through the same routines each time, speed is nowhere near that promised. I stream a lot, like most people now but this internet is so unreliable. Can't even do there on line chat as they say they are always busy. Stay away from these.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
essex Plusnet  
I have to say that Plusnet are head and shoulders above talktalk who I was with for years. In particular the customer service is friendly and efficient. Cashback was also amazingly straightforward
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Brighton Plusnet  
Been with plusnet couple of months guarantee 24mbs getting between 10 and 18 cant contact them on their website, cheaper than BT but pretty rubbish
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SOUTHAMPTON Plusnet  
I have had the worst experience with Plusnet please stay away from them and whatever you do do not make the initial payment because if you change your mind within the 14 day cooling off period they give you inaccurate information as to when you will receive a refund. First it’s within 7 days then when you don’t receive it and contact them they say it’s 48 hours and then when that does not happen you contact them again and get told they are sending a cheque within 14 days. WTF ridiculous.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Canterbury Plusnet  
AVOID AVOID AVOID. The worst company we have ever had the misfortune of dealing with. Signed up to them to move our phone and fibre to new premises and 4 weeks later we are still without internet and phone lines. We must have called them 50+ times to try and resolve issues. Lied to about every single element of this process, dates etc and always met with rudeness. We have now moved and plus net have taken over our line - but the call divert they promised when we signed up to them, HAS NOT been set up, and they now say it will take 48 hours. So we have NO PHONE LINES to our business currently. The disruption, stress and now cost implications are staggering. DO NOT USE under any circumstances.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Marlow Plusnet  
Plusnet requested a termination fee due to me prematurely ending my service, which I had no problem and duly attempted to pay, however when I got through to their payments team they said they were unable to take payment due a fault with their system and assured they would contact me when they were able to take payment. They also assured me they would not refer the matter to a collections agency and they sent me this in writing by email. I did not contact plusnet again as I felt it was up to them to contact me to collect their money. I was horrified then that a few weeks later I received a letter from a collections agency demanding the fee plus extra costs. I contacted the agency to explain the situation. I then contacted plusnet who apologised to me and said they had instructed the collections agency that I only need to pay the termination fee and no extra costs. I then contacted the collections agency again who advised me that plusnet had not contacted them whatsoever. The matter is still ongoing and I have all the written evidence from plusnet to say that I only need pay the termination fee and no extra costs. Plusnet, this is truly appalling service and I hope the telecommunication ombudsman is reading this. It is extremely worrying that plusnet have behaved in this way and very serious.
Ramsgate Plusnet  
They have been sending me account warning messages for months, but they're all wrong. They tell me there's a well known problem with their accounting software and so I just have to live with the fact that they can't bill me correctly. Plusnet have never been in touch to tell me there's a known problem or when it'll get fixed. I'm shocked at the way they're handling this problem, and I'll never use them again.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Hertfordshire Plusnet  
Absolutely shocking, the past two months my mum has tried to pay Plusnet but everytime she goes too, theirs an error on their side. They said they would put a note on the system saying she had tried to pay them and not to cut her off. Well officially off today (4/03/19) we have no internet till Friday (8/03/19) because they decided to cut her off. Honestly don’t bother, just be wasting ur time otherwise!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Halifax Plusnet  
Don't bother trying to contact these people as they won't bother to answer the phone. After 3 attempts all lasting over twenty minutes waiting for someone to answer the phone I gave up. I did try the online chat to cancel my contract and they said I had to call in to cancel it! I explained this was impossible and then told there was not waiting times at all and lots of availability to get the call answered and no waiting time. I rang again straight away to be told there is a 20 minute wait - what an absolute joke this company is and wouldn't know what customer service was if it hit them in the face.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Stoke-on-trent Plusnet  
Every time we need to pay our bill we have a problem getting onto the payment site this is not a good example for a site that supposed to give good service . Because of this I have now had to phone to pay our bill . I have been on the phone for 20 min and was then cut off . The most annoying thing of this is that if we are late paying the bill you add extra charges on top . This is such an annoying service we are looking to go else where as same things happen every month . We are not happy with your service .
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Gloucester Plusnet  
To be honest it really sucks, it’s the wrost broadband I ever had, always loading, speed is really poor and zero reliability.
Can’t wait to change the contract. Greatest regret of my life for having Plusnet in my house.
Reading Plusnet  
Shocking. Stay well away. Had the worse 15 months of any service. 3 story home that I only get internet connection in living room and the one bedroom above rooter. Three other bedrooms you got no chance. When you speak to customer service they keep saying your in a contract.. I'd really like to see this company fold or go into administration. It's got no care to customer's so trust me and stay well away!! I could go on and on
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South wales Plusnet  
To those looking for a new supplier. Plusnet does not perform well. My download speeds are not as promised. I logged a download speed of 0.83 last night. The range is very poor, I struggle to obtain a consistent, reliable service upstairs (average 3 bed home). Changing channels and router has not improved the situation. My advice is to pay a little more and choose an alternative supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WILTSHIRE Plusnet  
They do not even know the meaning of the phrase Customer Service. Quite possibly the worst I have ever known. Their departments do not speak to each other. You cannot get any help whatsoever.AVOID AT ALL COSTS
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Norfolk Plusnet  
Really Really Bad Customer Service I signed up with these 2 Weeks ago received no confirmation ..... No info on when I will receive my router and get connected up I've rung a few times in the first week wondering what was going just met with incompetence and no One seemed to no what they was doing I eventually spoke to a manager the week after Julien who promised me this was going to be all sorted now and he had this covered for me and I will receive all they info via post/Email to yet again not receiving anything chased it up and this time they have denied all knowledge of me ever trying to sign up ..... Wasted 2 Weeks of my time could of just gone to another provider that would of known what they was doing
Preston Plusnet  
Internet went down for 12 days, had to make 5 calls and was spoken over many times. Promsed calls back which never happened. Then basically say tough luck, see our term and conditions. I woudl pay more and get someone who is prepared to act like they advertise.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
High Wycombe Plusnet  
Forget the ad on TV telling you how 'caring' Plusnet are - that really is a load of rubbish. The customer service is appalling - they over charge you and take forever to refund. I find the speed and reliabilty to be good, but I'm not sure I can tolerate the useless CS much longer!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
East Sussex Plusnet  
Went with plusnet based on service but soon found out this is just as bad as other providers you would be best to avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottinghamshire Plusnet  
Overall= Decent speeds however customer service is horrendous which stopped me renewing my contract

Speeds = Good

Customer service = Abismal especially if something goes wrong

Reliability = Not great, good speeds one day non the next
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Carlisle Plusnet  
Beware choosing Plusnet. Customer Services and Billing are absolutely atrocious. My billing has often been wrong. For example: I've just (stupidly) renewed an annual contract with them and they've double-charged me on my broadband. I ring them (always long waits, sometimes up to an hour). A surly assistant tells me that " no system is foolproof" ! No apologies. I tell her that the same happened last year. She becomes even more surly and then says goodbye and puts the phone down whilst I'm still in mid-sentence.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Wales Plusnet  
Utterly shocking. After 2 weeks I gave up. Didn’t even manage to connect us! Partner unable to work from home, unable to use our other services. Ended up having my money back.
They didn’t even order the router or exchange work. Kept blaming Open reach and they blamed someone else. Not my problem!!!!! I just wanted to be “Done proud” Company is not organised, a joke.
Oh, the one thing that went seamlessly was the taking of my money, that worked.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Staffordshire Plusnet  
The worse CEO complaint department and worse for service. Failed to cancel my contract after 30 days notice due to an error in their system. I only knew because collections started t chase be for 3 months unpaid bill. Contract still not cancelled and complaints being ignored. Finally the case is now with the ombudsman and account has been closed. Indian call centre can at least cancel the contract on time. ! ! ! !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet is ok until somthing goes wrong it is then a disaster area. I have just left Plusnet and owe them £14-29 I tried to pay it last time i contacted them but couldnt because they didnt know the exact figure. Today having had no emails or telephone calls they have written to me saying they have been unable to contact me and have passed my debt to a debt collector Oriel. I have tried to contact both Plusnet and Oriel this morning neither answers the phone within the times they say. To add insult they have added 25% to the amount for their trouble!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Norfolk Plusnet  
We have been with Plusnet for 7 years and the service has been reliable. Any problems they have sorted via the help lines. Our original router worked but was 7 years old so they sent a new one for £7. Installation was very easy.
We have not changed from Plusnet because it has been zero hassle.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
WORKINGTON Plusnet  
Plusnet is the worst internet provider I’ve ever had. Don’t sign up with them. Customer service was abysmal, the service was extremely intermittent, and the the cost was far too high for the service provided. I don’t know how they have the nerve to spend money on advertising
Isle of Wight Plusnet  
cancelled my internet contract in December read out out all of my credit card details over the phone to end the contract and pay the payment - mans mucked the payment up now I’m getting debt fees for his mistake ..... people at Plusnet obv can’t do their jobs properly ? He also hasn’t recorded any info of our conversation- if I have to pay for someone’s mistakes after being told countless times that everything was ok and sorted out I honestly would not recommend such a scam of a company - recived am email from 2 days ago - 14 days to be resolved to pay a balance of £0.00??? Or it will be sent to debt collection? As far as I was aware I owed no money and yet apparently I do and it’s been sent already !!

If anyone cancels with this crap company please check your bank to see if the imbecile that works there has done it correctly and it comes out coz I didn’t !! Wasn’t aware I had to check somone does their job right
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Plusnet  
Awful, Constant drop outs even though blue light on router. Speed fluctuates speeds and then to top this off I received an email about a failed direct debit email and they placed restrictions on my account the very same day!!! I have never had this with any company .
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Newcastle Plusnet  
Shocking....... in fact beyond shocking. Keep losing internet runs stupidly slow. Struggle to watch YouTube without connection disappearing. I have never known 1 internet service to be so consistently rubbish in all my life. Plusnet are to internet what Fred and rose west are to babysitting. I am basically paying to spend my life chasing plusnet and ripping my hair out through frustration. Changing companies and taking plusnet to court for misrepresention, false advertising and extortion. You will be hearing from me soon Plusnet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochester Plusnet  
Unfortunately I had to cancel
My contract with plusnet but the advisor was really understanding and was able to assist me brilliant customer service which is rare in today’s market
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Halstead essex Plusnet  
Plusnet fouled up when both activating my internet and when i left them for an alternate provider. On both occasions i have been left with no internet service. Tried to make a complaint when leaving and it seems that the complaints procedure is simply based on speaking to a customer service advisor. His tip to me was to go to the ombudsman. I will never go back to Plusnet whilst i have air in my lungs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
rochdale Plusnet  
Was going to go to Plusnet but my present provider upped there deal so cancelled with plusnet after paying up front.Well what do you know refund was a joke and the lame excuses in the end sent me a cheque back way over the time stated to me when I rang up...complete joke..!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Derby Plusnet  
Been with plusnet for years, we are in an area they class as low speed, all providers agree. So we stuck with them but their customer service now is terrible. Long queues to speak with anyone and when you do finally get through you are told that a change in some system or other is causing problems. I am over charged then ring up for a refund only for it to happen the following month. Will leave once this contract is done.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Market Harborough Plusnet  
Been with them since Dec 2018. Internet constantly not connecting yet modem blue. Rang them to say was perfect with BT but since they took over numerous drop outs every day. They tested line whilst I was on phone & said all okay. Then wanted me to unscrew plate from open reach socket, to which I replied had no screw driver to hand & was concerned about doing that. He then said would send engineer but if no problem found in my home It would cost me £65. I stated not happy as never had problem with BT & maybe it was the router. Not interested just got me to agree to possible £65 cost & said someone would contact me. Then got email day or so later saying problem resolved. It's not!! The internet is worse than dial up was years ago & I will be leaving when contract up!! They have not done me nor themselves Proud!!!!!!!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
North West Plusnet  
Absolutely shocking customer service. Friend’s system wet down. Promised it back next day(Sat). Didn’t happen. Promised it back Sunday, didn’t happen. I spent 45 mins getting through to customer services, explained that friend had a serious medical need for contact. Promised a call back from engineer in 15 minutes and from a manager in 45. 3 hours on and guess what.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Abingdon Plusnet  
awful Internet speed, service disappear time to time
tests indicates 5mb/s download speed and 0.1mb upload
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Plusnet  
Just signed up with Plusnet and so far so good. Set up all went smoothly on date promised. Had to contact customer services a couple of times and received great advice and help. My broadband speed has doubled compared with my previous provider so am very happy customer at the moment
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Doncaster Plusnet  
Never had any drops, I was told my speed would be 8-14mb and I'm getting 36, pleasant surprise! They were late to install, but refunded me for the days I couldnt use the service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Pirbright Plusnet  
I think plusnet is brilliant. I have been with talk talk, BT and sky in the past and plusnet has been the most reliable service i have ever had.

You would think BT would beat all providers given its their phone lines, but Plusnet beats them hands down.

Well done!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southbourne Plusnet  
Absolutely a con I've been with them since September the first couple of months was fine I was only paying £32 pound a month after the festive period I'm paying nearly £97 a month total I wouldn't recommend anyone to this sham of a provider all they want is money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shb Plusnet  
Poor customer service skills it’s took 4 days if
Me chasing them for money they took out of my account which wasn’t due to get
Them to put it back in the excuses they come up with and the attitude in the phone was crap!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fleetwood Plusnet  
My router keeps dropping out. O Saturday between 7pm and 10pm it dropped out 4 times while I was watching Netflix programs. My download speed today Monday 11th Feb is 8.5 Mbs after dark seems to be the worst time for dropping out off line.
it was a solid connection up to approx December last year. My signal level is too low against the noise level especially after dark.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
38 St Vincents Close, Littlebourne Canterbury Plusnet  
Doubled the speed to hopefully get a better experience, A load of cr#p, think I’ve be moving supplier soon
  • Satisfaction
    2 stars
  • Reliability
    2 stars
Bury Plusnet  
I changed over to SSE . It was smooth and reasonable experience . However I recommended Plusnet to friends. They were charged. Line activation was 29/1/2019 and until this moment in time they have not broadband. Customer services did not exist to resolve their frustrations. Very disappointed that I recommended them
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Newton Aycliffe Plusnet  
Can be on hold an average 20 minutes trying to get to speak to customer services. Just as poor quality customer services as their sister company BT.
I've left Plusnet shocking customer services and their prices are more expensive than talk talk
Don't stay with them out of loyalty it doesn't pay
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wirral Plusnet  
Recently took up serrvice with plus net who guaranteed us a minimum of 25mb and an average of 38. The main reason for plus net was their so called customer service.I wanted to change service due to inability to ever watch i player without continual buffering. This has not improved and today check says 8.24mb. The person I spoke with yesterday was very helpful. The guy tonight was despicable, refusing to provide any help whatsoever without full security details which I do not have to hand. He refused to put me through to his manager. Very disappointed and looking to cancel as we are still within the 14 days.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Emsworth Plusnet  
We do not consistent connection, it drops off many times a day and stays off for minutes to a full day. I have contacted Plusnet who have sent an Openreach engineer twice now and they know the problem is there but cannot fix it. We have reported this to Plusnet five times and they have no answer. We are now trying to get a reduced contract as they are not delivering a consistent service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nantwich Plusnet  
Plusnet will not do you proud, customer service is not good, they are rude and un helpful, Robbers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Erith Plusnet  
Awful service and always dropping out they TOLD me that to get decent coverage I should invest in a decent router!!!
Phone charges are extortionate 0/10 is a true reflection of its value
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sl6 Plusnet  
My broadband speed dropped off and not close to the speed that I signed up to. For 15 days I checked my speed twice a day and recorded the dates and times. I then telephone Plus Net and was through to Jack at Plus Net within 2 minutes, I informed Jack of my findings regarding my broad band speed. We reset my router wich made no difference, Jack raised a work number to sort my problem out. The following day I carried out a further broad band speed check to see my reading, I was amazed to see that my broad band was up to full speed, I also received an email from Plus Net informing me that my issue was resolved and that I was up and running at my allocated speed. For me personally Plus Net did an excellent job of sorting out my issue what else can I say, thanks Jack at Plus Net.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Staffordshire Plusnet  
Unreliable, slow, never even close to as advertised regardless of if you use an ethernet cable or not. Terrible customer support, overpriced.
London Plusnet  
I am paying for 14 mB/s, however, I am averaging on 800 kB/s - 1 mB/s. The internet disconnects between 4-10 times every day. I can't even remember the last day it didn't disconnect. It is absolute rubbish, as we pre-paid 12 months.

When I call or chat with customer services, they keep telling me the service is good, when I can see in front of me the download speed being 0.8 mB/s. The only solution they present, is having an engineer over, which would cost me £65. I'm struggling to see why I should be the one charged for their absolute ridiculous (broadband- and customer) service. 1 star is too high of a rating.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
Was very happy to sign up with Plusnet as the deal appeared very good for Broadband & landline 17th Jan 2019. Still waiting for connection 6/2/2019. Attempted web chat etc, no joy! PLusnet caption is "WE'L DO YOU PROUD"! Hope so when this Company get around to connecting me & sending me my router.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Brentwood, Essex Plusnet  
Agree with some comments about shambolic service.
So let's start with the Good. I moved from BT to Plusnet since my BT contract expired and Plusnet had an offer which made them competitive. Speed tests showed they hit the median value quoted.
Now the BAD
1) When my 12month contract expired, they offered me a renewed contract similar to mine. I also mentioned I was moving cities (different STDs), but they said that was no problem and that I could move over when the time was right, though a new number would have to be generated (stands to reason). What they didn't tell me on during the conversation was that it costs £65 to change address. They offered an alternative, which was to cancel the existing renewed contract at no extra cost and then take out a new 18 month contract (but different tariffs). I reluctantly agreed to the latter
2) So switchover date arrived, but our line still showed as being disconnected. Received numerous emails and texts on the day to say everything had gone swimmingly. Tried calling them, but as with others' experiences, they phone customer service is a lottery. Double their estimated time for a human to answer the call would be realistic at most times of the day. So I tried to use their chat. The 1st chap I spoke to eventually tried to arrange an Openreach engineer with a strong warning that any issue with the line found within the boundary of our rented property would result in a £65 charge. Any need to re-visit following such a conclusion would result in more charges if it wasn't possible to resolve on the first attempt. I need to seek permission from our landlord before going ahead.
2)I had thought, what happens if I call the new number provided? It actually rang and on the 2nd attempt, got through to someone other than my spouse. Not a happy bunny.
3) Following 2), I went through the arduous call process. Wow! The various Teams within Plusnet really struggle to talk to one another or know the infrastructure. Started off in Customer Service. Was then pushed to Tech Support. Told to wait....found myself back in the queue..start over. Eventually told I must have a crossed line and that the order hadn't successfully completed. Then put through to the so-called 'Provisioning Team', who denied it was an order fault and should be the Tech support guys responsibility. They eventually booked a BT engineer to visit our property in the notorious 1/2 day window.

Its ironic that Plusnet have some Northern lad boasting to endorse a company with 'Northern' values and customers' interests at hand. Errr! Have you tried contacting your own help line?

Total call time 1h 59sec. Took the full length of my 40 mile commute home.

STAY AWAY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Cardiff Plusnet  
The service was fine for a while but the wifi eventually became unstable, slow and unusable around the house. plusnet were unable to solve and said that they do not guarantee service around the home!

When I left to go elsewhere they slapped me with high early termination charges which were in their ts and cs but I felt unreasonable given I didn't want to leave them. I asked for a waiver and/or discretionary credit, but they refused.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
uk Plusnet  
i have had nothing but trouble from plusnet i would never recomend the company to anyone thay are false advertising on tv saying thay will go the extra mile its all rubbish i have asked for a manager to call me back on several acations but no body ever rings back as soon as my contract is up im out of here i am taking my case to the pdf and the onbudsman as this is rediculas the way ive been tret the staff tell you one thing then thay dont do it im contacting the papers about the service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
colne lancashire Plusnet  
I have been Signed up for 2 weeks and still have no internet. V long wait for customer service on phone. Engineer was supposed to call today - No show. Another hour on the phone. Wish I had stayed with talk talk. Helpful staff on phone but can't make up for appalling overall service.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Coleraine Plusnet  
Probably the worse company I've dealt with for a long time.. Their customer services are rude and don't care..my broadband has been not working for almost 3 months. I have reported it on the phone, online and yet its not fixed!!!! So I'm paying for a service that I'm not receiving. My contract ends in a month so can't wait to leave them. Even one star rating is generous!!!!!
London Plusnet  
I've been with Sky before. Tried vodafone (crap).... Now I have moved my mobile and broadband to Plusnet. Never had quicker internet. Easy to set up and fast as **** !! I'm sofa king happy!! Thanks plusnet!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Burton on Trent Plusnet  
Hi there

I want to warn other people who are potentially thinking of changing broadband provider. I was with Virgin but was experiencing slow speeds and was paying too much for a service I only partially used. I looked online and thought the plus net deal for phone and broadband looked good so I signed up. I then faced a very long wait trying to speak to someone as I have plus net phone and broadband in one of my business premises so I wondered if they might have been able to offer me a better deal....I was transferred to someone else and lost the will to live having been on hold for over half an hour. Later I received a text saying my installation had been changed from PM as requested to AM - I tried to contact plus net about this but faced an unacceptable wait of over 30 minutes each time I tried. I then managed to log my question about this on their website and received a response saying it would be dealt with in 24 hours.....no response after 2 weeks and counting. Anyway, I digress, the main reason I am disgruntled is due to the fact that nowhere on the site does it explain that if you don't currently have a BT phone line a new one will have to be installed which may involve drilling a hole into an external wall; maybe to some people this is obvious but I am a compete dunce when it comes to technology and I did not realise this - if I had I would never have signed up. I think there should be a check-list on-line for people to complete when they sign up for a service so people are aware of what may be involved. Our engineer arrived this morning and within 2 minutes he said that he recommended staying with Virgin as he was going to have to drill a hole from outside in to our new extension and run several metres of cabling......he said to call plus net and say I wanted to cancel and that I would be in the cooling off period so all would be well. I see from other complaints that the cooling off period applies from the date you place your order, not the date of installation - very convenient for plus net. When I called to cancel (after another long wait) I was told that they would process the cancellation but that I would be charged £49 for the engineer's visit. I said I was upset about this as he didn't do anything except advise us to stay with our existing service and he was literally in the house no more than 4 or 5 minutes. I said I wanted to complain and a case was opened but during a call later in the day I was told that they were sticking with their decision not to refund me for the engineer's visit. I think this is shocking and want others to be aware so they don't make the same mistake as me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Edinburgh Plusnet  
Would never go with plusnet again got account cancelled just because a neighbor had gone with the (caravan site) and cut me off with no notice and wanted more money for reconnection spoke to manager but no help was given poor service and would like to see them in a law suit
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wisbech Plusnet  
Regular calls to customer service due to service dropping out regularly. Now on the last week of my contract and they hit me with a £13 bill for changing suppliers 6 whole days early. Last cs rep was unpleasant and bordering rude, don't bother using Plusnet.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Rushden Plusnet  
Do not use this conpany it is shambolic something needs doing about them.They do not know what customer service is absolute incapable of doing there job's.I an still waiting for my refund.I have tooo my complaint to the FSA everyone who has experienced the same thing should do the same.The stress and upset they have caused me is unreal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster Plusnet  
Poor speed and reliability. The customer service staff are the most rude and offensive creatures I have ever had the misfortune to encounter. Raised 3 complaints in one day and they were closed unresolved with 12 hours. Fault not resolved and given the address of their 2ndstage which had to be done in writing and send by post. Staff refused to give the the CEO's Email. Cant be bothered participating in their biased maybe non-existant complaint system. Found the CEO's Email on-line. You got a lot of explaining to do mate. Where is my missing private data? Expect an Email from me soon I AM THOROUGHLY DISGUSTED BY YOUR RUDE ATTROCIUOS STAFF. My personal data has gone missing and I want it back Shame on you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CHICHESTER Plusnet  
Something needs to be done about this absolutely shambolic company. I so wish I had read all these atrocious reviews before I gave them my business. They need shutting down. Even though calls are recorded - this means nothing to them. They make false promises and lie through their teeth. PLEASE PLEASE stay well clear of this company. I cannot begin to tell you how much stress, time and aggravation they have caused me and my family.
Cambridge Plusnet  
Absolute dire customer service. Constant lengthy queues to get through to speak to anyone - promise of calls back from Manager - as they are never available (which don't happen) Calls not returned, instead receive emails (if lucky) which I am unable to reply to (as account closed). Would not recommend this company to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Plusnet  
What a lousy disorganised outfit. Have been overcharging me since September and are either unable or unwilling to resolve.
CS staff are very matter of fact about the issue and believe that an eventual refund will suffice.
Will change supplier and chalk this up to experience. If they were a movie they would be X rated.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Falkirk Plusnet  
What a shambles - my previous contract expired last year - Plusnet were looking for a 50% increase to renew so I said I would move service. They then said they would reduce my bill again to stay on an 18 month contract so I agreed (big mistake!). Since then they keep trying to bill me for the price they originally wanted. I have to keep phoning them to get then to correct their system. They keep blaming a new computer system and a whole load of apologies, but reassure me they have now corrected their records and this would not happen again. Today I receive four automated emails from them saying that I had an unpaid amount on my account from Dec last year and that they would be terminating my service and changing me a £227 cancellation fee. So I phoned them again and after waiting for someone to answer the phone they agreed this was a terrible mistake with their IT system, very sorry and this would not happen again. Im fed up with having to keep ringing them so said I wanted to talk to a manager about these reoccurring problems. They refused my request. Considering the size of this company and part of BT, they are running it like a bunch of amateurs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Reading Plusnet  
Speed has been very good comparatively to friends with other providers. Brilliant customer service (they accidentally overcharged us and responded by refunding us and giving us the next month free). Wifi never gone down unexpectedly.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
St Andrews Plusnet  
Where do I start with this review? Quite simply, an utterly appalling company, not fit for purpose. DO NOT BECOME A PLUSNET customer PLEASE!!
Signed up with Plusnet on 03.12.18, paying 12 months advance line rental to take advantage of the discount (£201.88p). Nice fluffy Welcome letter assured me that Plusnet would do everything to activate my new service, including contact my old provider BT Wrong! This didn't happen. On 15.12.18 when I contacted BT CS, I was advised that Plusnet needed to do this as an account transfer, giving 30 days notice before activating the new service with me. BT had no idea that I was transferring and told me that, potentially, I would be paying for 2 accounts; an existing one with them and the new one with Plusnet!
Meanwhile, Plusnet was insisting that there was a problem recognising my billing address and this could be solved only by installing a second landline. Nothing could convince them that the line from which I was speaking was working perfectly! I refused to even consider this as an option.
Despite this 'problem', Plusnet text/emailed me to confirm that my order was due for completion on 19.12.18 (nicely just beyond the 14 day cooling off period as experienced by other reviewers unlucky enough to have had the Plusnet experience).
After days of stress/being on hold/having fruitless conversations with apparently clueless CS advisors, I cancelled my order (on 15.12.18) and have remained with BT.
However, getting my £201.88 refunded took further days of stress/on hold/unhelpful calls. I was told initially that this would be refunded by the billing team onto my credit card in 10 working days. A Plusnet router arrived and I was advised that I could do what I liked with this; no need to return. No refund after 12 working days so further CSA calls to be told that they had a problem with their automated system so this amount would be paid manually into my bank acc within 5 working days. They confirmed they had details. I was told that they relied on customer reporting to confirm this problem. What a dreadful system! No refund after 5 days but an email from Plusnet informing me that I would be reimbursed by cheque in the next 14 days!!! CSA (more calls/more stress) told me they did not hold any account details for me, despite confirmation from the previous advisor that they had this information. He then said the previous advisor must have been making it up! WHAT a truly appalling organisation!! Told him I was SO glad I'd left.
Finally emailed the CEO of Plusnet (andy.baker@plus.net) with a chronology of all these events and asking for his help re refund. A member of his 'CE Team' left me a voicemail promising to email me. Needless to say, the email never arrived. However, a cheque for the refund did turn up 48 hours later, so maybe my email did hasten this dreadful process and help it to conclude.
Almost the worst stress I've experienced since my husband died some years ago. Would hate anyone else to go through anything similar so PLEASE heed the warnings and avoid at all costs. I consider I had a lucky escape before the end of the 14 days.
If I could rate Plusnet at less than zero, I would do so.
This is not a rant; it's a series of facts.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Thirsk Plusnet  
Completely and utterly let down by plusnet. I originally placed an order and booked a days holiday for an engineer to come out. After no one turned up I called up to find out my order was cancelled without my Knowledge. I was assured it would all be set up again and told I'd be contacted regarding a new engineer appointment. After not hearing from them I called up only to find they had booked an appointment and not told me the day or time. Because it was too short notice I could only take the day off as unpaid. The engineer never showed and after contacting them all they could do was raise a dispute with open reach and couldn't book another appointment until that was sorted. After over an hour on the phone I asked to cancel, only to be put through to an arrogant customer service rep who told me I was free to go and use whatever Internet provider I liked from now on. I'm down a days pay and left with no broadband, totally disgusted at the lack of customer care.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Yeovil Plusnet  
Please can I advise people not to use pulsenet. I joined last may, informed them what i use the internet for etc and was advised on the package i needed. I have never had reliable broadband. I have contacted them several times regarding this and advised to try all sorts of things without success.
Contacted them again on friday to cancelled to be advised that I am not on the right package???
Trying to get through to Pulsenet is impossible on the wait for over half an hour.
I have been waiting for a call back from a manager for the last 2 days without success.
They are horrendus, don't live up to what they say you will get.
Please stay away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
leigh Plusnet  
This is the worse company I have ever dealt with.
I am 69 years old & in all these years I have never, ever dealt with anyone as poor as this.
There customer service is terrible & their technical department is so bad that my limited knowledge of technology is far superior.
They simply are unable to comprehend basic principals , they want you to send them numerous examples but are unable to comprehend the detail you send.
I have wasted countless hours trying to get my message across to them but they just ignore you when you try & help them deduce the problems.
A terrible, shocking company who should not be trading.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
RAMSEY Plusnet  
Absolutely disgusting company disgusting customer service only had it 5days does not work called to cancel over 1 hour on phone passed from one person to the next now want a cancellation fee even though I’ve paid for 1 months supply would never recommend to anyone
Bolton Plusnet  
This broadband is horrendous. I’ve had it for a few months now and it has been less than satisfactory. When I initially got it I couldn’t understand them as they were Indian. The package said it was for families of 7 and over. There’s 4 people in my familie and it is the worst broadband I’ve used. I seriously don’t recomend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Plusnet  
I am shocked to see sooo many negative comments about Plusnet, I thought I was one of a few but seems like they systematically treat people in a horrible way...!!! PlusNet you are terrible!! My contract THANKS GOD finished on 23 Jan 19 but they are forcing me to pay until 7 Feb 19 for the service I wont be using because of their 14 day cancellation policy which no one mentioned to me before!! Every time I called them I had to spend at least 30 mins in the queue only because I chose the option of terminating my contract. Obviously, they force people to wait so long so that they eventually give up and hang up the phone..!!! Out of 10 people I spoke 8 were rude and full of arrogance! If you want to get stuck for at least 12 months with hideous internet speed, terrible customer service and overpriced tariff, PlusNet is the best of all providers out there!!! YOU DONT EVEN DESERVE 1 STAR which I have to give because I don't have another choice!!! PLEASE DON'T MAKE MY MISTAKE AND STAY AWAY FROM PLUSNET AT ALL COSTS!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
When I moved from Sky, Plusnet weren’t the cheapest but I was lured by the promise of a £75 Amazon gift voucher which made it a good deal and just in time for Christmas.
That was 3 months ago - I’m still waiting for the gift voucher.
I’ve spent 136 minutes on the phone to them but still no voucher.
Every time I call, they fob me off and blame the marketing department who you’re not allowed to speak to.
Today I received an email confirmation of the complaint I made 56 days ago!
Atrocious customer service and not a particularly good broadband service.
I’m not sure if they are victims of their own success but I wouldn’t recommend them to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon Plusnet  
Being messed around by customer service, even swore at for asking why I'm paying for a service Im not getting everything costs money with them they don't have any complaints procedures. And the customer service team may aswell be a bunch of monkeys on the phone as they have no clue what there doing there rude cut you off constantly. They make it so difficult for you to switch or get anything sorted and are charging me double!! For something I don't get!! Shambles of a company and I hope it burns to the ground
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lichfield Plusnet  
I've had plus net for about 3 months now swapping from BT who I felt were expensive....I was concerned about the reviews but as they seemed to be similar to BT I thought I'd take the chance...I've had absolutely no problems at all, the transfer was trouble free and the service has been faultless. They are a good bit cheaper and I can still get BT sport which I wanted.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Oxford Plusnet  
If I could I’d give a minus sign for broadband reliability I Continuously I have had to complain about signal dropping out. I am Paying for super fibre yet every ten minutes the single will drop out for 2/3 minutes at least 4 times a week (numerous times a day). This started over 6 months ago and continues to be an on going issue Then to be told you may have to pay for a engineer when you’re already paying for a service you are not receiving is pathetic, unprofessional and a damn right Libity (plusnet is already getting paid for a service that they are not providing and they are not holding up their end of the contract)

A positive? Their customer service do try to help resolve situation (but then again it never solves the problem)
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Pontrhydyfen Plusnet  
There is no complaints department. I asked for it around 10 times in messages I sent & every time they answered, they gave me the run around or redirected me to customer services which is terrible. I'm taking my complaint to the Communications Ombudsman!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
I have moved 3 times and each time plus net have caused unnecessary delays and have had the same excuse each of the 3 times leaving me without Internet for at least 1 month or more. This has cost me a lot of money in Internet data.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln, Leeds, Wakefield Plusnet  
Had a contract for 18 month or for however long which I terminated early due to poor service, endless problems with slow or not working broadband, poor telephone line. Fed up with constant long call waiting times for over an hour sometimes trying to solve the issues. In the end I gave up but naturally got stiffed for an £80.00 early termination penalty and threats of contacting a debt recovery firm if I didn't pay. Not even sure if this fee is legal but can't be bothered to challenge it. When I phone up to pay it they answered the phone straight away , funny that. I only went to plusnet as BT was rubbish now I hear they are both the same company so both are rubbish.
Ramsgate Plusnet  
Slows down morning and evening to the point that i resorted to my mobile network
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
St. Leonards-on-Sea Plusnet  
Absolutely shambolic company.

Signed up online. Heard nothing. Called up. They said a problem with identifying the correct line. They said it was sorted.

2 weeks before I was due to go live I called up about the router. I still hadn't received it. Thry said I would receive it a few days before going live but there was a problem with the line. Apparently now sorted and I would still go live on the same day.

A week before going live I called about the router again. They said there was a problem with the line. Again. Apparently sorted. Router was dispatched. 

3 days before going live. No router. Called again. Problem with the line. My current supplier had cancelled my contract. Plusnet cant take over. I have internet. N router. No phone line.

Absolutely shambolic
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West midlands Plusnet  
I'd like to share my experience of Plusnets fibre broadband and customer service for everyone so you all are aware of just how terrible this company is. I signed up to their fibre service on the 27th of December and received the router in the post. I then received an e-mail to inform me that my switchover date would be the 14th Jan. After I had received another e-mail stating that the switchover was complete i installed my router but was met with a flashing orange error light. After spending a long time on the phone to their technical support i was told that I must have a faulty router and that they would send me another that would arrive the next day. The router didn't arrive until 4 days later and after installing it i found it had exactly the same issue as the previous one. At this point I’d had enough as I’d already been without internet access for almost a week and in the previous 12+ years living in my house I'd never had a single problem with either BT or Sky. I called Plusnet to cancel my contract but was told by a very rude person that they would charge me a £200 cancellation fee as i was now out of my 14 day cooling off period! this despite the fact that they hadn't yet actually provided me with any service yet!

They said they need to arrange for a BT engineer to come to my house and check my equipment and only if they can't find a fault would they, possibly, allow me to leave my contract. I said this wasn't acceptable as there is clearly nothing wrong with my equipment, it's been working perfectly fine for the last 12 years with BT and Sky and has only been a problem since they switched me to Plusnet so the issue must clearly be with either the 2 routers they had sent me or the BT network external to my house. I also only have 2 holiday days left until April and need those for childcare so my only other option would be to try and take an unpaid day of work which I didn't want to do. They wouldn't listen to me and just kept repeating that the only next step available was to get an engineer, otherwise they would charge me £200. I asked to speak to a manager or supervisor and was eventually put through to somebody who was incredibly rude and patronising and wouldn't listen to my concerns at all.

The customer service i have received from Plusnet is nothing short of a disgrace, i now have to take an unpaid day off work to wait for a BT engineer to come and confirm what i already know and what is clear to anyone with any sort of IT knowledge that my telephone equipment is fine. After arranging for an engineer I asked Plusnet support for the contact details of their complaints department and was told there wasn't one, all they could do was to add a note to the support call they had raised for me!

I am absolutely disgusted with Plusnet. I’m currently having to pay for a service they are not providing (which has worked flawlessly with BT and Sky for the last 12 years). The 14 day cooling off period is clearly a scam as they time it so they don't transfer you to their service until this period is over. The support staff not only lack basic IT knowledge but are rude, arrogant and patronising and to top it off they don't even have a complaints procedure, maybe because it would cost them far to much to have to deal with all the complaints!

For anyone reading this all I can say is to avoid Plusnet like the plague. Stick to either BT or Sky who know what they're doing and in my experience have great customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glossop Plusnet  
Avoid at all costs.
started a broadband contract with them on the 4th January. Usually it id a matter of just setting up a router and the company swap everything over from the previous company. not plusnet.
Even though i managed to get the broadband up and running on the 5th, i had no router, so i had to pay £70 for my own. router finally turned up 2 weeks later.
Also they did not contact my previous supplier sky, so i am paying £45 a month on top of my plusnet contract.
i try contacting them but there is no online chat. you spend 30 minutes waiting on the phone only to be transferred around or cut off!!
avoid like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Pinner Plusnet  
haven't been able to receive internet for months, had to get bt engineer out, still did not fix problem, broadband box is placed downstairs, I live in a flat, was now told to get in touch with landlord as its my phone sockets, excuses and no help, so sorry I ever went with plus net absolutely awful, worst don't ever go with plus net waste of money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LIVERPOOL Plusnet  
haven't been able to receive internet for months, had to get bt engineer out, still did not fix problem, broadband box is placed downstairs, I live in a flat, was now told to get in touch with landlord as its my phone sockets, excuses and no help, so sorry I ever went with plus net absolutely awful, worst don't ever go with plus net waste of money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LIVERPOOL Plusnet  
Avoid!
They refuse to let you cancel your contract. I'm not the only one having trouble canceling.
I took out a rolling monthly contract on a mobile phone for my son.
My son lost his phone in September 2018 so in November 2018 after not being able to find it I rang up to cancel it. The guy on the phone said that because the bank account that the direct debit was coming out of didn't match their records I was unable to cancel. I told him that if I have the wrong account how am I able to cancel the direct debit. I then cancelled the direct debit whilst being on the phone to him as I'm not going to pay for something I don't have.
Yesterday January 2019 I received a letter saying that they are going to cancel my account and I owe them money. I rang up and after 25 minutes of being passed from pillar to post they still won't cancel the account.
I then emailed them and told the everything that has happened and even included a bank statement showing my account number and the direct debit. I told them I don't mind paying the 1 months notice from November but I'm not paying an extra 4 months on top.
Guess what?
They still won't let me cancel.
After googling I have found several other people that are also being robbed by this company because they won't let them cancel their account.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Am a business customer and have never managed to get to speak to Tech support for business - minimum 30/40 min wait time every time you try. Short answer, employ more staff!Prices go up alarmingly but the service gets poorer and poorer. When you ring, the system seems to be designed to send you around the houses, frustrating timewasting and insulting. I will be moving to another supplier, Plusnet are not efficeient, accessible or organised enough to continue to get my business. Really dissapointing, in the last six months Plusnet have gone downhill signficantly - overpriced and underserviced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Buckingham Plusnet  
Horrible customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
BE CAREFUL - THIS COMPANY IS TERRIBLE! DO NOT HAVE ANYTHING TO DO WITH THEM!

I changed to plusnet from Sky and immediately started having problems where the internet would cut out several times a day. Tried to use the online help functionality but the broadband would cut out half way through each time and I had to start again. Called in twice and eventually got the issue resolved after a month. Then have moved house. First engineer appointment was just cancelled - no information before just that it had been moved to a later date. I called in to advise that I would not be at the address at the later date and would need a call beforehand to make sure I was there to let the engineer in. Was told that this was anyway standard practice so not to worry. Now got an email saying the engineer was unable to do the installation. I have been waiting all morning for the call and have missed no calls. This is a hopeless hopeless service and I will be cancelling asap.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Aylesbury Plusnet  
I cancelled my order because BT couldn't install a line into my building. Plusnet made no effort to resolve this or re-book an engineer. I cancelled the order and am due a refund of almost £70. I have now been waiting over 40 days for the refund. i have had to send them my bank statements to prove they haven't already sent me the refund because they "can't find it on their system." They are impossible to get in touch with on the phone. The only response I get from them is in the public forums. Once you do get a response from their support, the lead times to get a response from the relevant teams is ridiculous. In my case, 10 working days to get a response from the accounts/billings team. I contact them well within working hours and then get a response from them after 6pm saying everyone has gone home.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Plusnet  
Absolutely disgusted with the fibre broadband, can't even watch a film on Netflix without it buffering continuously. I couldn't even put this review on here using plusnet's WiFi, I've had to use my mobile data. I've put it a complaint and the customer service is extremely unhelpful when you finally get through after in excess of a 30 minute wait. It's appalling I'm going to complain to the ombudsman . I can't go on for 18 months with this rubbish WiFi. An old modem would be quicker.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley Plusnet  
Worst company I have ever dealt with, def need training in integrity and trust as ever time you call they tell you something different, been trying to resolve an issue now for over 2 months and still no result!!
Northern Ireland Plusnet  
Worst company I have ever dealt with, def need training in integrity and trust as ever time you call they tell you something different, been trying to resolve an issue now for over 2 months and still no result!!
Northern Ireland Plusnet  
I have just re- signed( BUT MAY NOW CANCEL and move to Sky) with PLUSNET but the customer service has deteriorated very badly . I am trying to pay my line rental saver and the system isn't working , and over the past 4 days web chat hasn't been available and call waiting on the phone was 40 minutes yesterday and is 20 minutes today- I have a life to live and they have competitors
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Sidcup Plusnet  
Trying to contact customer services, means being on hold for 15 to 20 minute, trying to contact technical support the wait time tonight is 60 minutes.
Plusnet used to provide a good service, now their prices have gone up and their level of service has gone down.
I phoned the other day to see if they had a better and cheaper deal, they said they did not. I advised them I will be cancelling my contract in February 2019 and moving to a new provider.
Funny how they tell me I am getting a broadband speed of 36mb yet iPlayer constinatly buffers and tonight for the past 90 mins the WiFi box has a orange light constinatly flashing and it won't restart. Have rebooted the box 6 times and the orange light continues flashing.
I'm not prepared to wait 60 mins on a phone tonight to speak to technical support.

Avoid Plusnet, they used to be good, please don't waste your money paying for their poor service.
I will be changing provider and Plusnet will not be getting a cancellation fee as they are not providing the service I have paid for
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Merseyside Plusnet  
I have been sign up with broadband through Martin money website and paid for 12 month in advance. I haven't received confirmation for the order. I have spoken to customer service and they are not able to trace order and they are moving my call like shuttlecock between sales team, customer support and ordering team. I have given 8 calls in 2 days with waiting time not less than 30 minutes.
Pl. beware of customer service support.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Farnham Plusnet  
Referred 2 friends but Plusnet never picked up on this and made all sorts of excuses when I spoken with them on the phone.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Southampton Plusnet  
Overjoyed to be getting virgin instead of plusnet on monday. Shocking. Most of the i was getting 2mbps and i couldnt get anything better because i was told they dont do a better package in my area and was stuck in a year contract with them. The bill suddenly shot up to £30 from 25 without warning too !. £30 for 2mps.. do one plusnet !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
crap!! had no phone for weeks couldnt call or email, want 50 pound to leave
never again they need to change the advert as a load of tosh
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
essex Plusnet  
Today I get a text from my bank saying overdrawn look to see that plusnet have taken 153.57 so lefted me 75 something overdrawn so I call to see why my bill is that much as I only normally pay 20 pound for the man to say they have charged you for moving house when one I have not. I moved in September so he looked into it and said we have gone wrong and I will sort it u will get a email soon or text to say what’s happening get that email and it’s says u will get a refund off 107 pound. So I call them back up and say why u only refunding me that much when my bill is only 20 so I should get more refunded for her to then look into it and comes back with u have not paid for ur phone bill from the start well for one I signed up for plusnet because I got a deal for 20 pound a month with both off them phone and internet so she looks into that and say yes sorry it’s 22:50 a month fair enough I then say how come my refund it not coming intill 10 days time u ****** up and have now made me overdrawn in my bank she then says that just how it work I say I am a single mum off two and she comes out with go to the bank and cancel it There was no sorry nothing at all just u go sort it out when for one it’s ur fault I am in his place right now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Weymouth Plusnet  
AVOID AVOID AVOID AVOID

Slow, the router are wast of time, they dont rich all the areas ( my apartment is tiny!!)
if you change a little ting like cancelling extra calls or adding anything they will automatically a new contract (make sure you read the small letters) and you have to be with him for longer than you think!

STUPID PLUSNET!! I HATE YOU!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Plusnet  
I am appalled by Plusnet, I Keep getting fobbed off. After waiting ages and I really mean ages to ever get connected to an adviser. I complain about my speed and reliability. They tell me they will "boost it". nothing happens! I asked to leave, they tell me I am under contract still, after about 10 years??? High speed fibre is just outside, and both my neighbours have it with BT and they get 50mb plus. Plusnet say its not in the area. I say come and have a look. I am then told its exclusive to BT. I asked to be released from my so called contract without charge. The advisor says she will transfer me to yet another department. Guess what? I am then cut off. I am truly sick of this, especially after so many broken promises. What can I do?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bremhill, Calne Plusnet  
Swapped from BT fibre to Plusnet fibre on Monday morning - HUGE MISTAKE. Took 3 weeks from order being placed to connection and they only give 14 days from date order placed to cancel so like me if you get connected then have issues you’re stuck with them. Broadband is fine, phone line is fine but imagine my horror to be told less than 24hrs after connection they don’t guarantee Wi-fi connection despite providing a Wi-fi router? All mobile devices and my Mac say connected to Wi-fi but NONE of them actually connect to the internet .... well my mobile does if sat next to router but it’s snail paced. The to add insult to injury I’m advised it’s going to be £209 to cancel as I’m outside the 14 day period - fuming
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Nottinghamshire Plusnet  
PlusNet just doesn't work, I have been complaining since day one and they don't do anything, BT is the best by far, I have no heating as my HIVE won't work and I can't watch TV as the movies buffer all the time, they are by far the WORST company I have ever dealt with NEVER use PlusNet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Notting Hill Plusnet  
Plusnet is a joke.
They charge extra if u don't keep an eye on ur statement. Their broadband can let u down randomly. Then u have to pay to fix it. The waiting time when u call them has never been less than half an hour. Unless ur calling to join them then it's different story..... I will never have a contract with them again. I can't wait for my contract to finish.... They missed me up big time.
Plusnet  
Bad experience I started. My broadband super very slow and buffer every 5-10 while my kids are watching. Then they cut my phone line with out any reason why. It's been more than a month I can't use the phone service and I'm paying £31 without any service they offer and call waiting time to connect with them is 30-50 mins and still they don't rectify the problem. Bad service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
The worse worse worse worse broadand providers ever.
Broadband reliability 000000.0000 it can stop working anytime. It has stoped working twice for me for no reason and I didn't not get help. Instead they were hiding behind differentissues.
Broadband speed is normal when it's working
Customer service is very bad. I have been on the phone for lone time and j didn't get nothing sorted instead they told me to close this account and open a new one.

Overall satisfaction. Oooooo.oooo

I called them and sorted out an issues. Then whenever I call them back I find that I still have to deal with the same issue again and again. So each time i have to deal with the same issue .Worse, in order to cover for their luck of service, and luck of profrsionalism they proposed to me to close this account and open an other one. Knowing that in this case I will have to pay two accounts until my first contract run out. I mean, it's extra money for them, but for me, instead of doing my work I'll be setting up a new account and paying for two accounts.
They are the worse providers ever. I never had any issue with any other provider. Although they all belong to the same company. They are not all the same.
  • Reliability
    1 star
Plusnet  
I have finally managed to solve my problem regarding poor fibre speeds seven months after moving into my new house. It has taken countless phone calls to CS and them failing to call back to arrange an engineer who diagnosed the problem in 5 minutes.

The CS is dreadful and I’d avoid plusnet at all costs and will leave as soon as I am able.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Plusnet  
I was trying to reset my password using my android mobile phone. The site is not working properly: when you click on the "reset" button nothing happens. I get into a chat and ask for assistance. Assistance? No way, I was patronised and harassed for being a woman. Told to get a family member to help me cause I was doing something wrong, there is no such a thing as a reset button, you are licking in mobile option instead of Broadband as you should, etc etc. I asked a friend to do the same from her mobile (not android) and it worked. I reckon their QA did not spot the fault in their website yet. It is clear for the that the link is broken but "Shanny" on the chat does not seem to understand that and assume "Ana" is dumb and does not know how to reset a password. I wish I could add the screenshots I took of the conversation. Disgusting. I wish it was 2 weeks ago and I would have cancelled the service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Plusnet  
Useless outfit; left em with no phone or internet for weeks, then refused to offer any meaningful compensation
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cumbria Plusnet  
Don't have a line issue unless you have a good mobile signal. If the land phone doesn't work how else do you contact, phone - the phone doesn't work, Chat - isn't operating, Email - doesn't exist.
This is living in the world of Kafka and Catch 22!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Cumbria Plusnet  
They have fiddled around with the firmware on their HUB ONE ROUTER and now the dual band doesn't work properly with 2.4GHz signal becoming very weak, unstable and frequently dropping out. They are dragging their feet with a fix and in the meantime we are seriously struggling with certain devices. I recommend no-one joins Plusnet because their customer service is slow and inadequate when something goes wrong.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stroud Plusnet  
Awful service. Used to be very good, but no longer. Messed up our house move. They mistakenly ordered fibre instead of broadband. Took ages for them to rectify the situation. No sign of effort to make good on own mistake. Frequently queued for 30+ minutes to get through. Record was 37 minutes.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Clitheroe Plusnet  
I am moving home and told them not to send an engineer to the new home UNTIL I OWNED IT. I got an email from them telling me that they would sent an engineer to the new home on JAN 6 2019. I font even own it and will not be in it until the 11th. You would think this was simple to change: not on your life. call waiting time 20 minutes. Call waiting time for new contracts: instant. This tells me so much about the way they treat customers that have been with them since 2006. Now I am trying to get hold of them to pay the exit fee. I will move to Virgin who will not charge me line installation. PlusNet. You have really disappointed me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cunninghamhead Plusnet  
We have had 3 routers in only a few months. BUT still the internet just keeps dropping out/and or buffering continuously!! Trying to contact CS is a nightmare of a wait time 30 mins minimum but often over 45 mins. The operators are good, but they can't help the awful internet provided. Can only hope it gets better.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Braunton Devon Plusnet  
The worst company I have ever dealt with. They took the money ahead giving me the so called discount. They have shut off my sky broadband and phone line before supplying me any. Five false promises and no delivery. Hours of discussion over the phone after hours of waiting. Lots of sweet talk and no action.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bradford Plusnet  
It's not the fastest, but is reliable, and I have had no problems at all with Plusnet, apart from not being notified when my contract ended and my bills going up, but they don't have any obligation to do that and, really I should have been on top of it myself. That said, when I rang up, and explained some difficult circumstances I have had over the past few months, they reinstated me as a new customer and given me a whacking discount to try and help out, 'bearing in mind the horrible situation'. CS rep was delightful, and really cheerful 'good luck with 2019 I hope it's better for you'!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Sussex Plusnet  
I have been with plusnet for 15years and more. My whole family were setup with mailboxes on the same account. Over the last couple of years plusnet have limited the total mailbox size of all 4 of our accounts added together to 1Gb and have repeatedly archived the largest inbox. Fair enough, that is their policy, they give us plenty of warning and as they say on the help desk "we don't provide e-mail, we would suggest you get another account like Gmail". However, the last time they archived an account it took four weeks to reinstate the e-mails, when they promise 3-4 days. So in the end we decided as a family to leave Plusnet.
On a quick enquiry in carphone warehouse we soon realised that 15 years of loyalty meant Plusnet were screwing us for an extra £20 per month. So a good thing moving to Talktalk, who incidentally take 2 minutes to answer the phone as opposed to Plusnet's usual 30minutes.

However, that is when the real rubbish started. Talktalk proposed a transfer date of 24th December 2018. About 7 days before I rang Plusnet to enquire about setting up e-mail forwarding to our new Gmail accounts. Advice from the plusnet help desk was that this could be managed via plusnet webmail and that webmail would be accessible after the account closed. A few days later I went into webmail to find absolutely no ability to setup any forwarding facility. The account then closed on the 24th and all webmail accounts instantly became inaccessible. On contacting plusnet I was then told that the whole account had been "destroyed", that there was no way of reinstating it and that I should have asked to transfer my account to an e-mail only account. But that cannot now happen as they had "destroyed" 15yrs of records, emails, data.
Call me a little sensitive, but as far as I can see that classes as a really awful service. My daughter now has no way to receive job application replies that she needs. And according to Plusnet, the only way they can re-setup our e-mail address is by transferring our phone line back to plusnet. Again, call me Mr Cynical, but the suggestion by Plusnet that I consider defaulting on a 2yr contract with Talktalk so that I can re-access a plusnet e-mail account that I had been assured would still be accessible, strikes me as a bit of a leap of faith.
Actually Plusnet, I have registered a complaint and when you also fail to deliver on that, then I am going to the ombudsman.
Do you care? I doubt it!
But I bet your adverts won't crow about that.
We'll see you right! Perhaps the word shafted should be added in there.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Hampshire Plusnet  
What a complete waste of money plusnet is
We keep losing our broadband it took 3 days to watch one film on Amazon prime.
And we are stuck with them for the next 6 month's
Can't wait for our contract to end.
Plusnet dosnt do you proud it does your head in.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottinghamshire Plusnet  
I've been with Plusnet right from the early days of dialup and I'm now on their Unlimited Fibre service. I've found them always utterly reliable, speed of connection always in line with what's promised (I get around 70mbps download, 18mbps upload) and whenever there has been a rare problem it's always been resolved quickly. Their technicians know what they are talking about, are UK based and are very polite and extremely helpful. I would have no hesitation at all in heartily recommending Plusnet.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Dronfield Plusnet  
The call centre wait times are a min of 30 minutes. Nice people to speak to but the Router is rubbish. If you live in a busy WiFi area avoid them as it can't cope with having to change channels to get a better reception. Because of this the download speed drops to 0.05mb and they say that isn't their problem apparently. I'm not paying for dial up modem speed
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Reading Plusnet  
This company is a absolute joke.they are money grabbers and the billing system is messed up.plusnet didn’t take any money out of my account for months or they didn’t cut of my broad band and when I wanted to cancel it there was a fee. Now they want a big lump sum of money from me for all those months being added.they also took all my money out of my account and left me with nothing.
Hackney Plusnet  
What a nightmare, sell themselves on customer service, well just phone the helpline number and see how long the wait is, thru the whole of December it was over 45 minute wait!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Taunton Plusnet  
Absolute pain, slow and glitchy!! Costumer service is a joke will be changing provider! * Do Not get plus net*
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes Plusnet  
This company is a joke . Total waste of time . Broadband is rubbish . Mobile is rubbish . Customer service rubbish . I cancelled my contract with them after the contract time was up , then they reckon I didn't cancel and got debt collectors on to me . Do yourself a favour and go somewhere else .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Plusnet  
Having now waited for 6weeks we are still without broadband. If you are excited by waiting for at least 45 mins on hold each time you call, rubbish !!customer service and false promises of installments and keep transferring you to different departments and non of them have a clue or couldn’t help. If you want stress and inconvenience, here is the right company for you ! F rubbish!!!!! Rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Greenwich Plusnet  
Have been in dialogue for weeks with Plusnet to fix my broadband speed , but no progress. Supposed to have Superfast fibre with average speed of 40mbs, but only getting 6mbs. Communication and follow up us non existent and takes up to an hour to get through on the phone. Leaving when my contract is up!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Acaster Malbis, york Plusnet  
Been with them for the first 18months, after which contract ended and i was informed but instead they went into my account to charge almost double what i was paying before contract ended.
Took me almost 2hrs to get through to them and one customer service agent said the price changed because old contract finish and it automatically got renewed at new rate, but after arguing this he decided the renew the contract at a higher rate than what i was paying but i agreed because it was just few quids difference and cant be bothered changing provider.
But to my greater surprise plusnet started charging me much more than what was agreed and when i tried calling them, they ask me to pay the bill and they will refund the difference.
I totally disagree to this and got frustrated and told them to terminate the contract as i believe they have lied to me about the product price.
Few weeks later, plusnet sending me bill over £200 pounds for early termination. Are they actually serious after a member of staff at plusnet called the bogus bill i was sent a mistake rather than a breach of contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Plusnet  
Do yourself a big favour find another supplier this crowd are inept, and the bigest liars i have ever had the misfortune to deal with, useless would be an over statement, promises and lies never the truth,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
Worst broadband there could be! They charge people on their own basis. Unprofessional staff, just a Bunch of kids who attend after finishing school. DO NOT JOIN! IT IS A PAIN OF A LIFETIME. HOPE THIS COMPANY GETS SHUT DOWN SOON.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilford Plusnet  
I have been without phone for at least two weeks. The broadband drops frequently and when I reported this to Plusnet, the best response I got was to phone them! It's not the first time my phone has been out of order for at least two weeks at a time, it's usually at fault in the cabling, but it's still up to Plusnet to get it dealt with. I have been a customer of Plusnet for many years and this is the first time I've felt strongly about their service to want to leave.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Ayrshire Plusnet  
An utter shambles,inadequate and poor service from this outfit a totaly unprofessional rabble.The service team lacking decorum and intelligence.
Their fone line at present 20/12/18 is as intermittent as their customer service with interference for the last two days-what a joke from a telecommunication service !!!
Day 1 of going live raised voice from operator because of their line fault-apologised to me -bit late for that -and failed to resolve issue,re dialled and had fone put down on me by female operator-Cant get online and unable to speak with anyone on day2 of going "live"with them.Will cancel them WITH PLEASURE If we do not get connected in next hour.
Avoid as bad as Virgins foreign call centre and thats legendary.
Totally frustrated and hacked off by the experience with plusnet.!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
carlisle Plusnet  
I have been with them for a year. My speed was assessed as 8Mbps with minimum 1Mbps. The speed at the beginning was okay but since summer 2018 it started to fluctuate rarely reaching 8Mbps but often being close to 0Mbps (0.05Mbps, etc). I called customer service a number of times but the issue would only be resolved sometimes for a limited time. I didn't get any compensation for often useless broadband. I switched now to other provider and have no problem with steady and reliable speed whatsoever. Avoid Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Took out a contract with annual line rental and connection fee £252.00 but unfortunately had to cancel.
Now 5 weeks and three phone calls and I still don't have the money they promised to return in 21 days.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
Huddersfield Plusnet  
Having now waited for 5 weeks we are still without broadband. If you are excited by waiting for at least 45 mins on hold each time you call, rubbish customer service and false promises of installments then plusnet are the company for you. Clearly don’t talk to BT. On three occasions now had to take work leave for them to do work but have not turned up. Plus net said they needed 48 hours to book in a visit on another occasion. 2pm on Friday was booked. Turned up 7am Thursday with no resolution. Plus net you are a joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
York Plusnet  
Horrendous. Never less than an hour on the phone waiting to speak to someone. Setup massively delayed, had to replace the router almost immediately as it is so rubbish. Now my connection is blocked because they haven't set up my direct debit properly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Kent Plusnet  
I left Plusnet over a year ago terminated my account in the correct manner and paid my final bill . I have received several emails and texts informing me that I will not be getting broadband or my phone service due to me not paying my bill . I have had several as in 30 or 40 of these which I have responded to which I was informed it was there fault as they had not closed my account properly , and they would do it there and then and cancel any charges, which there are non anyway it was due to them not closing my account properly . Again today I received a text and email starting I owed £1.23 I was informed if I paid this it would close my account once and for all . I have paid this but I can inform you Plusnet I believe you must owe me somewhere in the region of €25 plus in phone calls and hanging on to hear your poor excuses . If I have an email or a text from you in the future . I will go to the ombudsmen . YOU ARE HARRASSING A CUSTOMER WHO LEFT OVER A YEAR AGO AND SETTLED ALL OUTSANDING DEBT .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Plusnet  
My broadband was not reliable. My monthly amount increased without being informed. I have been chased by debt collectors since leaving plusnet due to them charging me after I left for a service I was being provided by another provider. Their customer service department provide terrible customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stratford upon Avon Plusnet  
Broadband works ok, but the customer experience is a nightmare. Their website and billing system frequently does not work correctly and telephone contact is a nightmare and sorting out billing errors takes numerous calls until I eventually give up. If they trained their staff it would help!
I cannot begin to imagine how awful the other providers must be to score worse than plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Plusnet  
Stay away from this company. Their billing system is terrible and overcharge you all the time. I have been charged up to three times for the same service. After many calls and emails I got the money back but I would not recommend it at all
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Cambridge Plusnet  
Good, unless you need customer service.
Reported Internet down "authorisation failure", took 4 days to get a response despite adding ironic comments to the update every day.
Wish I was near to contract end!!!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
howden Plusnet  
Extremely bad customer service. Cut my line and sent to debt collection company without notification of missed DD payment. Embarrassing and unnecessary, communication skills are non existent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
East Yorkshire Plusnet  
Switched from Virgin to Plusnet, though not my idea. Land line didn't work and no internet. Engineers visited, apparently there was a problem with the line inside. Trouble is it was the same line our phone was on before and it only stopped working after Plusnet connected us. They keep fobbing off and lying to my wife telling her why they can't connect and the work that needs to be done. Always different. They start telling stories about why the internet doesn't work, which is a bit foolish because I'm a techie in ecommerce
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet has been the bane of my life from the moment I first had anything to do with them. I was bombarded with text messages and emails until they realised I had requested to cancel my order and they, therefore, owed me money. I haven't heard a peep from them since! It's almost as if they think if they ignore a problem for long enough it will just go away.I have been waiting weeks, if not months now for a refund. Communication and customer service is atrocious...do not touch this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bristol Plusnet  
Cannot give plusnet any stars have been trying to cancel my father in laws account for 6 months he is in advanced stage dementia and does not even know what the internet is plusnet have promised numerous times to cancel account have just been told they are passing it on to debt collectors bring it on plusnet let's expose you for the shifty uncaring unprofessional company YOU DID NOT DO HIM PROUD
Plusnet  
Broadband is intermitted and has a sharp drop off of speeds in the evenings. I have stayed with them for 2 years because the upside is there are some incredibly cheap packages if you're willing to sign a contract for a year. (The first year i paid line rental for a year up front, and broadband was free, the second year the broadband was £1 per month). Time has come, and patience with the slow and intermittent broadband has run out. I tried to call the customer services line to check I have no cancellation fees, only to find that the opening times listed on the website of 07:30am - 10pm every day are completely incorrect. According to the automated message (WHICH CAME AFTER GOING THROUGH THE MENU) the phone line is open for just a bit longer than the standard working week.

Terrible and sloppy. Would not recommend even for the price.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Cardiff Plusnet  
I have been with them for over 5 years service was always excellent, but all changed this year, long waits for support and staff not as helpful as they used to be. Much more expensive too, I allowed myself to be talked into two year contract and phone line cost a year up front but it works out nearly twice the cost of other providers, I tried to reason either but no avail so I will have to cut my losses and go elswhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
East Sussex Plusnet  
Absolutely shocking service, our router has been faulty for months, yet they won't replace it having now exhausted all possible solutions because it's out of warranty.

I've rang up several times over the period of nearly a year, with the same issues and tried everything they have suggested to make it work.

I have been out of contract for some time and would have been happy to stay with them paying monthly had they resolved this ongoing problem (I wasn't willing to enter a new contract incase the problem didn't go away).

They can shove their months free broadband, as I don't want a month of crap wifi for free, I want the router working. Also a 45min wait time each and every time I've had the please of phoning them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Plusnet  
Worst service on the market. Have had to plug in to the master socket as the signal is that poor. Can't wait for my contract to finish and leave the worst company on the market.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Swadlincote Plusnet  
Phone Del Boy before you phone Plusnet
I can honestly say that Plusnet are the worst company I've come across in all the years that I've used the Internet and I have been doing that since windows 95
Their customer service is less than zero, their sales team are not to be trusted,their products and promises are not true and if you have a problem with them don't expect them to "Do you proud"
Phone Del Boy for a better deal
YOU HAVE BEEN WARNED
DO YOURSELF PROUD
GET SKY VIRGIN BT OR ANYBODY ELSE
IF YOU HAVE NO OTHER OPTION GET A CARRIER PIGEON OR LEARN HOW TO SEND SMOKE SIGNALS OR EVEN BUY A 2ND CLASS STAMP THEY WILL ALL DO A BETTER JOB THAN PLUSNET
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WALLSEND Plusnet  
I have had a great service from Plusnet, I can't complain. It is just human nature to complain when something goes wrong. Plusnet has been great and any issues that I have had, they have sorted it out.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
london Plusnet  
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