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.
Based on 1003698 customer ratings since December 2022July 2009()
Satisfaction
1.62 stars1.52 stars
Customer Service
1.64 stars1.53 stars
Speed
2.11 stars1.89 stars
Reliability
2.16 stars1.82 stars
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Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Been with them for a few years now, recently renewed my contract, and I'm now paying a little bit less than before. The service when speaking to them was brilliant, they weren't pushy. I explained what I use it for and they sorted out the best value package.
Reviewer
Cakenport
Location
Poole
Date
07/10/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I've been with Plusnet for years. Unfortunately I'm a little limited on speeds as I don't have access to full fibre, but we rarely have any issues.
There are two of us at home. We both are online throughout the day and evening, often carry out video calls simultaneously (we both work from home), and very rarely have any issues or downtime. We did have to invest in a couple of boosters as we have very thick concrete walls in our 1930s property but sorted this ourselves very easily with cheap second-hand Google mesh boosters.
Whenever we've spoken to a customer service rep, they've been very helpful and polite.
Reviewer
Simon James
Location
Abergavenny
Date
17/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up to plus net at the beginning of July via the transfer of my account to a new provider. Here I am, 7 weeks later, and 6 cancellations of the order which Plus net cant explain, still waiting. So far I have been told twice the problem (a transfer via Open Reach - also a BT Co as is Plus Net) has been fixed, and most recently that my existing provider has refused the transfer (Plus net havent made contact with them to date), and I have just been given my 7th transfer date.
I have asked on my calls to Plus net to speak to a manger 3 times. Each time I have been told no one is available, my complaints haven't been logged or even elevated, and on the last call, the call handler left the line open in exasperation and I heard the manager saying he wasn't prepared to speak to a complainant.
They are a shambles and are either incompetent or cannot tell the truth. Do yourself a favour and go elsewhere.... anywhere bar a BT Company
Reviewer
Chris
Location
Cardiff
Date
20/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service is so poor. Called to register a fault which then puts you through to a text service. The text service states that my mobile isn't associated with my account which it is. You then call them back and go through to customer services only to be sold at to take out a new line. The only reason I went with Plusnet is for the service but how wrong could I be.
Reviewer
Judy
Location
Durham
Date
31/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I need to write this review. I joined Plusnet last year with 300 package and after my experiences with two other mainstream broadband suppliers, I have to admit I didn't expect much difference. Plusnet has been fantastic, in both speed and reliability. I'm a disabled person, so I don't go out very much, and so I'm a very heavy gamer. I need the best broadband for my small amount of money. Speed is only good if connection doesn't drop.
Plusnet has given me both speed and reliability. I'm fully confident going into an extreme trial and raid knowing my net won't spark out seconds before my DPS damage burst is about to pop. I wake up knowing the light on my Hub 2 will be pretty and blue. So why do I need to write this review if it's all good?
All of these reviews talking about poor customer service.
A serious family issue hit and the butterfly effect took place. I lost my net through my own fault. I called Plusnet and explained about the issue at hand. Oh my stars. The people I spoke to, from Sandro (I hope I spelled his name right) to the kind lady and the mint bloke yesterday. Plusnet seemed to do an Avengers Assemble team up thing and got me a new account. They gave me a whole new account and the start date was scheduled 13th of June. However, the man I spoke to yesterday pushed it forwards and here I am.
Plusnet customer service was kind, thoughtful, and helpful in so many ways. Not only with net, but some very good advice for the issue at hand. I'm so grateful to them. Thank you, Plusnet. Your customer service was Grade A.
Reviewer
PiersB
Location
Dorset
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible experience- I cannot believe I opted to use them despite the poor reviews online. Fair enough to wait two weeks for fibre installation but nearly two weeks after router was hooked up I still can’t connect. Service team very friendly but wholly impotent to sort out the problem of activation and all blame laid squarely at the feet of BT Wholesale. I call them every day only to get the message that they are waiting for their supply chain to activate my account. Hopeless to share that as my contract is with Plusnet and I really expected more. It’s embarrassing they can’t control the supply chain. Do not under any circumstances be fooled by the friendly call team as they have no authority to make it happen. Dreadful.
Reviewer
jeeva
Location
boston
Date
07/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As an IT professional heavily reliant on network connectivity for work, I depend on Plusnet's services, especially now with childcare responsibilities. Recently, their marketing team persuaded me to upgrade to their fibre network promising higher speeds. However, after the upgrade, I'm not experiencing the advertised speeds. Despite contacting their technical support, I was informed that the limitations of my area prevent them from delivering the promised speeds. It's frustrating because Plusnet shouldn't be making promises about fibre technology and network speeds if they can't guarantee them. It feels like they're deceiving customers with false assurances. Despite their 16-month promise of speed upgrades, there hasn't been any improvement.
Reviewer
Aliakbar Shakoor
Location
Portsmouth
Date
11/04/2024
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I'm not happy with the service and fixing issues...I've been with this company for 2 years but whenever I really need Internet there was a problem and takes days to fix..
Reviewer
Greg Mahony
Location
Norwich
Date
02/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BEWARE! DO NOT USE! Plusnet are like Delboy, crossed with the Chuckle Brothers and Mr Bean! Everything they touch is a mess, there new name is PLUSMESS!!!! My family have been with Plusnet since they launched many years ago, since DAY ONE! We were one of the first customers and WERE avid fans! We used to love them, There customer service has gone down hill, it's now awful, a total MESS and we are thankful to have left. They have a UK call centre, but everything they do is full of problems and errors. Imagine Mr Bean on the phone with an attitude, that is there average call handler. They are just candid and rude. Everytime we moved house in past 8 years, they messed it up somehow, everything they touch is a MESS!! I dont want them anywhere near my internet connection Thank you very much. This time around we were moving house in 2024 and yet again, they messed it up, even though i carefully went through everything in fine detail with the Plusnet agent. They ended up delaying my internet being installed in my new house, as they didnt process the request properly... ofcourse, so i just paid to leave the contract as cant stand this ridiculous mess anymore. I would call them PLUSMESS as everything they touch goes to mess, like the CHUCKLE BROTHERS or MR BEAN. When they install the internet they should say ''To me, to you, to me, to you'', like the chuckle brothers did with carrying a ladder. Its an embarassment. My internet even went down in my old address, and when i logged it, they ended up not even logging that properly. Literally EVERYTHING THEY TOUCH is a TOTAL MESS!!! Stay away!! Its just ridiculous, they are PLUS at messing stuff up.... An indian call centre would actually be better. I suggest they fire EVERY CALL CENTRE MANAGER in the Uk and start again, because i can foresee this company going bankrupt. People are NOT happy, and I was there biggest fan, well.... not anymore!
Reviewer
Jonathan
Location
Bournemouth
Date
01/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Was once the go to service. Been thrown out for mobile phones (2). Price increases!! Cannot talk to the staff as you used to be able to! assume more complaints!! Cannot wait for my contract to finish!!!!!
Reviewer
steve
Location
Essex, UK
Date
30/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truely horriffic service!
I have had speed issues for over 5 months. During this time I have been working with the tech team at plusnet, there is no resolution, and the said if I want to leave it will cost me over £100 (170 if I remember correctly) and to top this off they want to increase the price above the amount I signed up for by 3.9% above CPI! What a rip off.
All of this just to try to get the "minimum guaranteed speed that's hidden in the small print! I have NEVER seen the 41-60Mbps the lured me in with!!!!
AVIOD AT ALL COSTS!
Reviewer
Evans
Location
Wythenshawe
Date
14/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible service. Toxically cheerful and folksy customer service are unable to follow through on any of their promises. Internet service is slow when its needed (afternoons and evenings as I work for a US company). At other time its vaguely about the right speed but useless for videdo calls and conferences. The ONLY reason I signed up was because they allegedly had speed. They did not. AVOID them!
Reviewer
Scott
Location
Edinburgh
Date
28/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrrible customer service, mis-sold products and rude. avoid at all costs.
Reviewer
Alex Walls
Location
Cambridgeshire
Date
23/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Signed up for 2 years at 31.99. 2nd month was sent an email that my price is being increased by 2.53 per month.
Apparently they raise their prices every March on all contracts... so what is the point in me being in a contract with these muppets then?
It is in their terms and conditions - I read them after I got this email, but from a legal standpoint it's got to be dubious. They didn't point out that the price would change and if they had, I wouldn't have gone with them.
Definitely leaving them at the end of the contract. Unfortunately I have nearly 2 years to go.
Reviewer
Suzi Snell
Location
Frodsham
Date
09/02/2024
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Really poor customer service- William was not at all helpful.. I have been a loyal customer with Plusnet . I must have come out of 18 mth contract no notification and my bills nearly doubled . Explained to William customer service assistant no refund allowed , not interested .Response must have gone to your spam. In the current economic climate the company should be a little more empathetic. Company must be inundated with customers as they are not interested in retaining them!!!!
Reviewer
mark elliott
Location
sevenoaks kent
Date
31/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Removed the old broadband line to install full fibre on 26/01/24
Since the installation, we have have no service since then (6th day now)
Must have called 30 times in the last 6 days to try and get this over the line and sorted out.
We are no further now, with plusnet blaming open reach and open reach blaming plusnet, than we where 6 days ago.
These faceless organisations who are growing at a rate that far exceeds their ability to offer a service, take a payment prior to being able to use said service and fob you off with weak arguments as to why it doesn't work.
They now have asked me to take a second day off work, so the incompetent engineer and return and put this right.
Reviewer
S.Tosh
Location
Devon
Date
11/01/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Rubbish customer services Just had what can be described as a ri off price increase. So rang them to tell them to stick they product, Instantly the staff member offered my a monthly cost just lower than, my current price they planned to almost double. He cancelled my DDM so he could set up a new 12month contract. What did I get today an email from plus a text message threatening to restrict my broadband service unless the rip of monthly cost was paid. Still what can yo expect from a division of BT, strange how they keep quite about that though but the engineer let the cat out of the bag when they had to come out to correct a router and socket fault. Avoid like the palgue they are BT even the same standard BT routers with a Plusnet sticker on them
Reviewer
John Sanderson
Location
Solihull
Date
22/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered Plusnet broadband earlier today to go live on the 9th, which is the date we move into the property. Received comms this evening confirming activation on the 10th, so I phoned immediately to say it needed to be the 9th and I advised by an adversarial agent that that my request to go live on the 9th, which I repeated to him several times, was correctly interpreted as requesting an activation date of the 10th. When I said, make broadband go live on the 9th he said it would delay activation by 4 days, and given his tone of voice it was clear he was just being difficult! Just rubbish, will shop around for another provider and cancel the Plusnet installation.
Reviewer
Ashman
Location
Liverpool
Date
14/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just spoke to customer service in Sheffield, about no broadband. I am not on the list, for security, I explained my mother is 93, just out of hospital district nurse attending, she is unable to hear or speak coherently, all he would say was when can I talk to her, I explain again, when can I speak to her, all I asked is to check the line, nope when can I speak to her, you are not on the list, please just check the line, when can I speak to her, I reply you can't so is this a waste of time. He then hung up. The broadband supplied here is, and has always been terrible and slow, lucky to get 1.5 Meg speed, constantly dropping out, if the landline is used, or called broadband drops, because of my mothers very low need she has said nothing and just got on with it. Think its time to change providers as no speed no stability and no help at all.
Reviewer
Paul
Location
East Cowes, Isle of Wight
Date
12/12/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I don't often have problems with the broadband service, but I wanted to get my Google Chromecast working (which worked fine with my previous provider (John Lewis), and now it complains about AP isolation towards the end of the setup. I looked on the Plusnet forums and others have had the same problem. Rang tech support, and the only thing they could do was factory reset the router, which did not help, and then suggest contacting Google. I have not done this because Google are just going to say that it is their issue, and I am inclined to agree.
Tech support basically useless.
Reviewer
Madeline
Location
Lancashire
Date
05/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet broadband for several years and never had any problems with their service. Today I spoke to customer advisor Luke in Sheffield. After answering my call almost immediately, he went above and beyond to help me with my query in a manner that I could fully understand. Excellent customer service. Thank you
Reviewer
Shirl
Location
Lancashire
Date
29/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined plusnet for what I believed was for people on benefits
Now I find they don't do it
So where has my supposedly plusnet account for people on benefits come from ???
Reviewer
Mathew
Location
Cornwall
Date
20/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Incompetent staff who like to leave you in the dark, I made a complaint about some issues I had. I was told an investigation was going to take place and that I would hear back. Obviously I’ve heard nothing back until a debt collections letter come through my door for £20. No phone calls or emails about owed money, straight to a third party company. Of course all they care about is money and not customer satisfaction.
Reviewer
Elaine jackson
Location
Lincs
Date
16/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid! Terrible company,I was told it would cost 24 pounds a month but it was 30,they then started taking 53 pounds,I rang them up they offered me it for 28 said no then said I could have it for 22,I cancelled.
Bunch of clowns!
Reviewer
Din1061
Location
Essex
Date
16/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with PlusNet now for around 12 months. I was previously a customer many years ago and had a bad experience with their customer service. When looking to change deals in our new home, PlusNet offered the best deal so I decided to try them again. I have been shocked at how bad this company have become.
We have a relatively new build home (<10 years) yet from the speeds we get you'd be forgiven for believing we live in a forest with no phone line. We are a short distance to the 'green box'. We get, apparently, acceptable speed to the router which is where their customer service ends. They guarantee a line speed but in the small print this is only for a wired connection and does not apply to WiFi. We had many issues with the service cutting out and receiving sub 1mbps speeds they sent a new router, which made no difference. They sent two 'engineers' the last from BT who decided to disconnect every other phone socket in the house bar the master at the front of the home. Not only did this mean we had to relocate the router, but now signal towards the back of the house was almost non-existent. PlusNet did not care a bit that this happened.
I have tried range extenders, power line adaptors and installing a MESH network, none of which improve the overall quality of the broadband and ultimately I still only receive 1-4mbps download the majority of the time and cannot even stream a 3 min YouTube clip!
Complaining to PlusNet is nothing short of banging your head against the wall. They are rude, unhelpful and simply do not care they are providing a subpar service.
I will never use this company again. Their Hub2 does not support MESH network so now I am having to work out how to install a 3rd party modem/router to improve performance.
Use at your peril!
Reviewer
Nicholas Atkinson
Location
Avoid upload speeds unusable
Date
15/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Was happy with them for a while, but my wife and I are getting issues for work, teams, FaceTime, blink and ring cameras not working.
Upload speed is 0.5 mbps, new router installed, engineer tried to improve the speed but hopeless, FULL FIBRE is not available as only CITY FIBRE
Want to terminate contract but not possible for 7 months
Looks like I will have to pay twice now for another provider
If you want to use any application or device that needs reasonable upload speeds then avoid PLUSNET
Reviewer
Luke
Location
Newport
Date
19/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had a few problems on the line. Had no problem getting through to humans for help. I would use their service again.
Reviewer
chris Orme
Location
Southwell
Date
09/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
we used to have 3 BB contracts with plus net for over 15 years, always been spot on, but since the BT Takeover they have gone downhill, I renewed one of the contracts October 2022, they now say that I never renewed the contract even though I spoke to an agent about it a couple of days later. been overcharged about £340 in total. apparently they have no records that far back including voice recordings. All I would Advise is take your business very much else where.
Reviewer
Hannah
Location
Swansea
Date
07/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
arranged a move home date around the open reach plus net engineers. The open reach man was outside in his van for an hour I went out a couple of times. He didn't even attempt to come in to the property to check everything was working and just left. Typically it wasn't working. Call plus net and the earliest they will get someone out to look at the issue is 7 days. Absolutely shocking that they will leave someone 7 days without any internet in a day where people work from home for an error that was their side. really unsympathetic service and no attempts to bring an appointment forward. Won't recommend.
Reviewer
Gary
Location
Hampshire
Date
05/10/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Originally went with Plusnet as had been imopressed with the customer service experience whilst dealing with my parents broadband.
And the technical support has been good. But really feels like the good people that work there aren't being supported by the higher ups.
Am finally leaving them this year as despite asking this year what their plans for the PSTN switch off was and getting np answer, I have now been told they will not have a phone service after the analogue system is turned off.
It's just starting to feel like a very stripped back business.
Also I only had my hub working for under a year before the WiFi broke.
But the connection to my property has always been reliable.
Reviewer
Ian
Location
Heywood
Date
02/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Finally able to leave plusnet after 18 months contract. I have had a really bad customer experience and am sharing what I experienced. During my contract I was without a phone service for 30 days, not able to make or receive calls. I contacted Plusnet at the start of the problem and they refused to aknowledge that there was a problem. To have a senior customer services manager argue with me to tell me that my phone was working and that it was a crackle on the line. I was told that I would receive compensation for my lack of service by their customer services advisor ( as per the terms of their Ofcom agreement) but in the end they refused to honour this. I finally got the matter resolved by writing to the director of customer services. At the end of my contract I gave them a months notice that I was leaving and going to a new provider this was due to take place today 2nd October, but Plusnet decided to turn off my broadband on the 30th September so without any broadband or internet access for two days. I have raised this with Plusnet as a conmplaint who were supposed to ring me back today with an explanation and outcome but they neglected to contact me.
Reviewer
Jeffrey Kemp
Location
Farnham
Date
16/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I signed up for a package and they over billed me x 3 the agreed price , I complained and they agreed the bill should be 24.99 pcm both verbally and on email and i was due a credit. Im debited Pds 76 and guess what next month bill is Pds 55 . CHECK YOUR BILL VERY CAREFULLY WITH THESE GUYS
Reviewer
KEITH
Location
SOMERSET
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst company iv ever had was signed up…
worst company iv ever had was signed up on 19 july to fttp told install on 1 aug no came when i rang told no engineer booked but i was told by email and on the phone that morning of the install should be with me
the over the next 2 weeks its gone back and forth with them tryng to get a install and was told today 9 Aug the next update on this will be on 16 Aug week
later so called and cancelled the order will not recommend this company for broadband supplier as dont know how to treat people.. WORST SERVICE IV EVER HEAD IN MY 53 YEARS OF MY LIFE HOW THIS COMPANY ARE STILL AFLOAT WITH RUNNING LIKE THIS IS BEYOND ME i do hope this company goes under as they don't deserve clients and customers wish id see the reviews before i signed up as lot of 1 star reviews on how people have been treated im never using them again
Reviewer
Andy
Location
Lancashire
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
We did not get the cash voucher promised when we signed up as payment failed going through to Plusnet on a switch site then on their site. It had to be done on the phone. First on a switch site £70 and on their own website offered £50 voucher. We expected a voucher would arrive within a few months but it didn't. The main person at home is elderly so it was forgotten. I was told by staff that after 3 months we could not claim it (as it was 'third party') - same answer even if offered on their site. Internet reliability and speed is average. Staff online are ok but you wont get your money back!
Reviewer
t courtney
Location
orsett
Date
31/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
a complete waste of time been off for 2 weeks now ...and not going to reconnect me for another 2 weeks,just a bunch of clowns....DONT DEAL WITH THIS "COMPANY" THEY JUST DONT CARE
Reviewer
Martin Chambers
Location
Presteigne Mid Wales
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Left Talk Talk because of appalling customer service and joined Plusnet. Plusnet service is terrible, I have been lied to, I have been promised dates, I have been waiting over 2 months for a service. Order placed May, now been told it will be August before I will get Broadband.
I'm now wishing I stayed with Talk Talk - at least I had broadband!
Reviewer
Richard Bartholomew
Location
Norfolk
Date
13/07/2023
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
The Broadband side of things is fine, but just don't waste your time with their Webmail. Utterley hopeless, and whilst you might get in very early in the morning, from then on it's unlikely to connect until late evening.
If Email is important to you, choose another Provider, as Plusnet is useless.
Reviewer
Euan
Location
Glasgow
Date
03/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The customer service is the worst I've ever experienced. Each time I've phoned I receive contradictory information and I'm always promised I'll be phoned back to which never happens. Useless
Reviewer
Jan H
Location
Craven arms
Date
28/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Very poor customer service. Charged me even after the contract ended and they had said I was going to get a refund because the price was going up
I would not recommend. Even set a debt collection agency on to me for 14£. Be very careful if you want to use them, they are part of BT after all. Not good
Reviewer
Sabrina
Location
London
Date
24/06/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I’ve been with plusnet for well over 10 years as I’ve always managed to get onto a good deal at renewal. Even moving house with them was easy. Just recently upgraded to fttp and service went a bit awry, however a call with their support team has got it resolved. Has no issue getting through to them. Whenever I call them pick up is quick. Tech support do a call back from a text bot service and say it will be within 30 mins. My call was more like 10 mins. Very happy with their customer support.
Reviewer
Kuljit kaur
Location
Airport road
Date
24/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad experience don’t waste your money.totally wastage of money.bad services.
Reviewer
David
Location
Wales
Date
16/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL on all counts.
I won't wait for them to contact me as they will ignore this.
Reviewer
Russell 0wen
Location
S,wales
Date
10/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible company avoid at all cost ,I was told they would match sky's offer of £26 a month for 18 months then a few weeks later put my price up to £30 ,the should have been made more clearer to me that the price of £26 was only for a few weeks
Reviewer
Ana
Location
London
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been waiting for 15 days since my order went through. They keep saying it's down to Openreach not getting back to them. But this isn't the main issue here. The main issue is that Plusnet doesn't care about updating me on the status.
They won't chase openreach or give me an update unless I keep calling them. They always ask me for a new deadline and once day comes, Plusnet doesn't get in touch with me at all.
And what happens next is that I need to keep on calling and begging for them to act as professionals!!!
Reviewer
Brian Harrison
Location
Kent
Date
06/06/2023
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
I have been a Plusnet customer since 2008. Had quite a few problems with back in the past so went to fibre TTC and there was a great improvement. The customer service is very good when you can get through. Next year my 24 month contract ends and Plusnet wants to increase it by over £20 per month. This will not happen as I will seek another supplier.
Reviewer
AH
Location
Wirral
Date
03/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. Transferring from John Lewis and was promised a smooth transition. Now been without Internet for two days with no idea when we will have it back only said they will give an 'update' on Monday. Avoid avoid avoid
Reviewer
FFU01
Location
East
Date
25/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I joined Plusnet broadband in March 2023 at an advertised cost of £25.99 per month, switching from Sky which was £30 per month. However, I have never paid £25.99 per month but instead, £29.74 per month. I joined Plusnet via their telephone sales team and not once was I warned that I would never pay the price agreed of £25.99 per month but in fact an increased price. If I'd have been told, I would never have switched.
I called this morning to complain and was told that there is an annual price increase at the end of March. I questioned why the operator is happy to tell me this following a complaint but the sales person did not tell me this at the time. He just repeated his script about the annual price change etc. As soon as I put the receiver down I received an automated email saying it's all explained in their T&Cs and that my complaint was closed.
Reviewer
MG
Location
London
Date
18/05/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Absolutely brilliant customer service. All their call centres are based in Yorkshire and you really feel that care and warmth when they try to help you. Fibre in all of the UK by 2026
Reviewer
Tom
Location
Wiltshire
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Comments:
Waiting for my new contract to start, which was expected to commence on 01/06/23. However, Plusnet notified me via text on 15/05/23 that my activation date has been changed to 24/07/23, nearly 2 months later than requested.
Upon speaking to Plusnet they explained the situation, however, did not explain how I am supposed to work from home with no internet for two months.
Their customer service team has been helpful in most instances so far, however, I would be wary regarding any promised activation date if you don't want to be stung. I am now going to have ask my current provider if I can delay my agreed cancellation date.
Unlikely to be renewing with Plusnet after this contract.
Reviewer
Jim
Location
London
Date
06/05/2023
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Started badly, never sent me my router, spent a month chasing the router and line issues, so for the first month I paid for nothing. Service was ok once I finally had it working but the modem would crash about once every two days and need power cycling to get it running again. I put it on a time clock and had it power cycle every night. Left at the end of the contract, would have liked to have stayed a few months more but not at the huge price increase out of contract £28-50.
Reviewer
Michael Gardiner
Location
Darwen
Date
02/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not even give one star if it was possible. Signed up 6.3.23 leaving 4.5.23. After hours and hours of phone calls being passed here there and everywhere without sorting any issues sometimes unable to speak to people numerous promises of calls back which were never received etc. they have been useless from start to finish! Please do not sign up for your own sanity even my husband who is very placid and laid back said they are making him ill.
Reviewer
Jack
Location
Manchester
Date
21/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm happy to be leaving Plusnet broadband next month - their service is overpriced and unreliable. I just had my internet cut out at a crucial moment during an extremely important meeting. Charging out of contract customers over £50 a month for rubbish connectivity is not a good look. If I ever need to change broadband providers again, Plusnet will be at the bottom of the list.
Reviewer
Sue Garland
Location
Sheffield
Date
21/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If I could put a minus figure, I would give plusnet a minus. We took out a broadbrand contract with Plusnet, due to circumstances we had to move within 6 months of starting the account. We provided a change of address and asked if we could continue with them at the new address. We were told there would be no problem. We were then told we had to pay £173 cancellation fee, we disputed this and Plusnet apologised. A few weeks later £173 was deducted from our account, without notice. We have been fighting for a month to get that back. We have had numerous phone calls with Plusnet and passed from pillar to post. We have now had enough, we do not recommend anyone goes with Plusnet!
Reviewer
Paul
Location
Northampton
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet quoted me a reasonable price on an 18 month contract. Just after the two week exit period elapsed Plusnet spiked the price up by nealy 4 pounds a month. Their head office refused to let me out of the contract, said it was within their terms and now I just have to keep paying it.
Reviewer
Toby Rymell
Location
UK
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Wow plusnet, where do we begin, so we moved into our property ordered the internet for it to only be installed 2 months later, they admitted that they had forgotten about us, gave us 4 moths free, soon as those 4 months ended we went to Virgin, plusnet offer £24 at the time the contract was taken out, stating you get 26mbps, (you get 3mbps) only, 3.2 on a good day, customer services suck, having said that they are from yorkshire and that population has always tried being something it isnt, isnt that right DUCK! Quack Quack, ANYWAY STAY WELL CLEAR OF THIS COMPANY IF YOU HAVE ANY SENSE, I NEVER THATS WHY THEY GOT ME, BUT THAT WAS THEN, CHEERIO PLUSNET. THANKS FOR NOTHING.
Reviewer
A green
Location
Bromyard
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer services just put phone down on you and then send you a text message for survey jeml is so rude unbelievable
Reviewer
Joseph Gunn
Location
Glasgow
Date
10/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STOP..Do not be fooled by the tv adverts, save yourself a lot of stress & hassle down the line, please stay a million miles away from this company, Plusnet are a total lying bunch of thieves.
You have been warned.
Reviewer
kitty
Location
north of england
Date
06/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Contract scammers.
Everything's fine with the service, but they scam you on contracts. Once your term ends, they double your price. So you have to take a new contract. However, if you ever move, that contract locks you into hundreds of pounds in moving fees. So if you ever plan to move in the future, they will always have a couple hundred quid off you because you're always forced to remain in a contract that suscribes to that. Very scammy. I suspect they make more on cancellation and moving fees than they do on their service.
Reviewer
Andrew gibson
Location
north east
Date
06/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cancelled my service on the wrong day leaving me with no broadband for weeks
Reviewer
Claire V
Location
Suffolk
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
7 months and still waiting for full fibre installation after countless cancelled appointments.
Plusnet is a pale shadow of what it was 12 yrs ago and those at the top should hang their heads in shame.
Reviewer
Nick White
Location
Suffolk
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Signed up to full fibre last summer.installation was booked for September,but nobody turned up.Heard nothing,then they said they'd install on December 23rd,they did turn up,but couldn't complete installation and said they'd be back in about a week,but never happened.
Eventually,an appointment was made for early March 2023,but nobody turned up as usual.Another appointment was made a couple of weeks later,but same story.Another appointment was made,this time they said an engineer visited the property and realised further work was needed before he could carry out installation. I was here in the morning they said they were here,but I saw nobody !!
We were then guaranteed installation would be completed by 27th March,but guess what,another no-show.
We've pretty much given up with Plusnet,we currently have very slow BB speed of around 4-5mb but this is often halved in the evenings,so trying to stream something on TV can be very frustrating.
I honestly have no idea if installation will ever be achieved with Plusnet,because there's ok obviously a total breakdown between themselves and the BT/Openreach contractors.
We've been with Plusnet for about 12 years,they were excellent to deal with, customer service was absolutely brilliant,but it's been hard work to get anything resolved in recent years,and usually taken at least 2 phonecalls as staff don't sound as experienced as they were,but this Full Fibre installation farce has been a joke,it's now early April and have heard nothing for almost 2 weeks.
Reviewer
A lynch
Location
Kent
Date
01/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gave this company 4 weeks notice and I’ve been told it will take another 18 day’s notice to get my bb sorted terrible service cancelled to go to sky
Reviewer
James
Location
TQ4 5HS
Date
25/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
just awful overall
Reviewer
Gardiner
Location
Darwen
Date
24/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worst!! my advice is do not even entertain this company. I have never fortunately had to give such a bad review but 3 weeks after moving into a new property we still have no internet!! Customer services have been useless!! Please do not even bother as the stress after also just moving is unbelievable. Massively disappointing that they use Open Reach as their get out clause. Normally only review positively but feel disappointed that we have had to review negatively as customer service can’t even help us!!! We are so really disappointed and frustrated.
Reviewer
harry
Location
cheshire
Date
24/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer services.
The staff have no clue.
I can only describe this company as COWBOYS
Reviewer
Andrzej
Location
Southampton
Date
22/03/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Everything was fine at the old address. The problems started when I changed my place of residence. Plusnet couldn't guarantee me the high speed internet I had before so I ended my contract with them early. They make me pay a fine for this. In their regulations, in point 9.4, it is clearly written that if they cannot guarantee me the existing services at the new address, I can terminate the contract earlier without paying a penalty.
Reviewer
H h wang
Location
lichfield
Date
10/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Then I waited for a long time and your company keep messaged me that the engineer will come to install the fibre on February 8th. (last month)
According to the video on your website, I moved all the furniture and waited all day, but the engineer did not turn up! I called customer service a few times and all of them told me: waiting, the engineer will be yours shortly! I don't understand this part, why the engineer has my number if he can't come he can simply tell me and let me know the reason, so I don't need to wait all day again, but he is doing nothing.
Nobody gave me any explanation why, so I have to make a new appointment, the new appointment is after a month! it was the 9th of March, yesterday! Waited for a month, and yesterday, the same drama,!!! No engineer, no phone call, all your customer service told me to wait!
Waiting one month or two? What is on the contract? Please take a look!
On contract 5.
Delivery of service
(page 5)it says:
If you're staying at the same address and changing product (e.g. Unlimited Broadband, Unlimited Fibre or Unlimited Fibre
Extra) it should be 1 – 2 weeks.
Yes, it's 1 – 2 weeks, NOT 1-2 months!
Your company is non-observance of the contract, and It was you who broke the contract first, not me, please take some responsibility!
This is a complaint.
And what about my bill? Why add some extra bills every now and then? Have you provided the services you promised in the contract?
I've never seen such poor service, this company are selling something you don't have, which is fibre & integrity and service,
Your company treats customers like garbage. Total waste of the customer's time and money.
I hope you will make some substantive changes: unconditionally delete my contract or complete your commitment next week.
It has been more than two months waiting for you to fulfil the promises and there are a total of 12 months in a year, unbelievable service!
Reviewer
Cat
Location
County Durham
Date
09/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was with them for nearly 5 years and they honestly treated me like crap at the end. on sep 2022 I took out a contract renewal. I showed as 12months or 6 months. I knee I was moving early 2023 so I took 6 months out. when I called in Feb 2023 to cancel my policy I was informed I was due them £170 as I still had a year on my account. I argued against this as I knew I took only 6months. I was called a liar and told this was my problem not theirs. they claim to not do 6 month contracts but then why did it show as that on my app when renewing. no one can answer that. never go with plusnet they are horrible and rip you off.
Reviewer
Ben
Location
Bradford
Date
08/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting company. Signed a new contract in June 2022 for 12 months, rang Plusnet two weeks later to let them know I was moving (we'd only just been informed of the move date) and they not only increased the price by £5 a month, they also added on an extra 12 months to the contract without me agreeing to it.
They sent me three emails on the day of the move and eight (8!!!) paragraphs down on the third email they sent me, hidden in tiny font it said "new 24 month contract". This is despite me saying several times to them over the phone that I did not want a new extended contract.
I have asked them to retrieve the recording of the phone call I had with them when we first had this discussion but they "cannot find it". This despite there being a disclaimer at the start of all calls with them saying that all calls are recorded.
Avoid at all costs - they are scammers!!!!
Reviewer
Gabriel
Location
Essex
Date
05/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolute dogshit. at best 40mbps download. with virgin media this was easily 150mbps. consistently shit
Reviewer
Andreea Ungureanu
Location
Essex
Date
02/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst experience I ever had. When I signed up I requested a phone socket to be installed and the cancelled that because they said I don’t need it. Like they know what I had inside my house. Anyway I called again booked an appointment with Ingineer who never showed. Called again the booked again only to find out on the day the haven’t actually booked another appointment. Absolute joke!
Reviewer
Andy
Location
Flack
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
3 months in they raised the prices and nothing i can do. I joined as they were cheap, but this only lasted 3 months before they are no longer good value. i will leave them as soon as possible!
Reviewer
Andrei
Location
Cheshire
Date
27/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
No connection for the last few days. Today, waiting for an engineer booked 0800-1300, rang three times one agent said he is coming another said he rang me and couldn’t get hold of me so he left(I’ve been in front of the window and had no missed calls) and now they are saying let’s hope they fix the issue. What a waste of time and nothing sorted.
Reviewer
Steve
Location
Grantham
Date
27/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. Internet connection very unstable and unreliable. Upload speeds are unbelievably slow. We are now on our 3rd router in 2 months. They tried to charge us for a replacement for it being their equipment!! Still constantly dropping out and losing internet despite 2visits from openreach to solve the problems. Customer service very unhelpful and difficult to get to speak to someone. However very efficient at putting up their prices I've noticed. Can't wait for my contract to end so I can go elsewhere.
Reviewer
Tony
Location
Lancs
Date
23/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Dreadful paid for 6 months that didnt work then they had the cheek to offer me 6 months free (in other words nothing as Id already paid 6 months not working)plus one manager tried to blame me for the whole thing
Reviewer
Bryan
Location
Falkirk
Date
19/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
extremely poor customer service, multiple open complaints they have ignored, multiple failed callbacks that were promised. My line went slow at 3am daily their agents advice "oh ot must be heavy usage"
Reviewer
Jonathan waugh
Location
County Durham
Date
10/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Ok so I’ve been with plusnet for one year now, I’ve been a customer since mid 2021 and have recently just taken out a new 2 year deal, (huge mistake) firstly the reliability of the Wi-Fi in the first year was horrible, so bad, we had to by booster out of our own pocket as they would not upgrade to router free of charge, after we bought the booster the Wi-Fi was ok, not great but ok, the devices connected via Ethernet were very in and out for some reason, ( we have there top package that is available to us I should have mentioned this earlier), the initial price was £24.00 pounds per month but they put my price up about 3 pounds per month last march, even know I was told my price wouldn’t go up , like I said I’ve recently taken another contract out with them because of three reasons, 1. they offered me a 2 year contact at £22 pounds per month which was by far the cheapest I could find, 2. They gave me there top of the range router for free ( or so I thought) and 3. They assured me my price would not go up, which at the time was a great deal, the massive problem is however I was lied to in all three factors, the free router was free but I was never at any point told I had to pay the £8 pounds postage which the slyly just added to my last months bill with out any confirmation at all, the the real kick in the teeth was the the email I received today stating my bill is going up £3.77 per month from march after being repeatedly reassured my bill would not increase over the term of my mew contract, so obviously I was very annoyed so I phone to cancel only to be told I’ve had the new contract for 17 days and I must be cancelled within 14 days to cancel, speaking to this new guy on the phone basically he said the guy that sold me the contact has repeatedly lied to me to get me to sign a new contract but there’s nothing he can do as he was sacked last week, overall there customer service is very good and fast, but given the chance there staff will definitely lie to you to get a sale, they have done it to me on multiple occasions, if it wasn’t going to be £330 pounds to cancel the contract I would have done it today. CAN NOT RECOMMEND PLUSNET
Reviewer
Reigate
Location
Yorkshire
Date
10/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
How naughty can you get. I looked at the headline price which looked fine, it went live 3 days ago. Today I got a message of a near 15% increase.
So I think as I am within my 14 days I'll cancel and go with someone who doesn't deliver such sharp practices!
Adiós!
Reviewer
Amanda
Location
Middleton
Date
07/02/2023
Comments:
Absolutely horrendous. Internet always going off and sometimes for 2 weeks. They said they would pay compensation paid 30 days after faults is resolved however, keep opening the same complaint because it's the same fault therefore avoiding paying the compensation.
Reviewer
J Thornton
Location
Bradford
Date
03/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Been with Plusnet for about 5 years and while their broadband is reliable, the customer service is terrible.
Didn't receive a reward card that was promised when I signed a new contract and then wouldn't allow me to close the account without £200+ fee.
I had to chase them for 5 months despite multiple promises to call me back.
It's a shame but there are cheaper and just-as-reliable providers available.
Reviewer
Stewart
Location
North Yorkshire
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After years of uneventful service from Plusnet our 'fun' began when moving house.
A switch date of the 19th Jan was agreed by Plusnet which was changed a few days beforehand to the 23rd, apparently at the behest of BT Openreach.
Long story short (and literally hours of phone calls later) 4 subsequent 'go live' dates have come and gone (with me always having to chase up the issue) and we're still without a landline and broadband as of the 1st Feb.
To put the tin hat on the whole thing in my latest call, Tenaz (the first Plusnet employee to actually take ownership of this shambles) has discovered that our order was actually cancelled, without reason, on the 26th Jan. So, to be clear, Plusnet have latterly been supplying 'go live' dates for a cancelled order that was never going to happen!
I'm being told that Plusnet can't talk directly to BT Openreach and, despite my pain and inability to operate without broadband, nothing can be done to escalate or accelerate the 'go live' date. I therefore now have to wait up to another 10 working days to be connected on this replacement order. That will be 23 days after the switch date originally provided ... if it happens.
In the hope that someone from Plusnet may actually care and read this review, the ticket number is 230387995 and I look forward to your commentary regarding this total incompetence. If this is Plusnet 'doing me proud' it speaks volumes about your customer service commitment.
Reviewer
Amy Scott
Location
Tunbridge Wells
Date
27/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.
Reviewer
Simranjeet kaur
Location
Ub2
Date
27/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am using Plusnet for last 3 years.I just asked to send me a letter as address proof but they didn’t.it was really bad and rude.I requested three times.it’s my humble request please do not use Plusnet.because when we need they do not halp
Thank you
Reviewer
Karen
Location
Wiltshire
Date
20/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Switch should have been today. It’s not worked, and the earliest engineer appointment is 1 week later. No alternative options available. If you need broadband for work suggest you do not risk signing up.
Reviewer
Unhappy Chappy
Location
Surrey
Date
19/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband cuts out daily. Happy to give varying amounts on your account to pay and not inform you if a payment made manually (with adequate funds) is rejected.
Also happy to sell to dent agents one day after cutting off and refusing to take extra payment because the additional added on previous wasn't was the account said it was.
Absolutely terrible company!!!
Reviewer
T Ellis
Location
Chesterfield
Date
19/01/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Driven to add my comment after seeing a high rating for customer satisfaction. My experience of their customer services has been VERY poor. When I entered into a contract renewal I lost the inbuilt security. I didn't realise as an icon remained on my computer. Was at great risk for a month. Told it would take another month to fix and that I should arrange a free trial service to cover. After the month, still no security. I got free security. I then got a computer problem and the engineer told me my security was very poor. I got some compensation discounts but would rather have had the service. I've enough email correspondence, and records of phone calls, to write a book. After about a year my complaints were pushed up a level. At last some help! I was told to BUY MY OWN security and Plusnet would credit my account with the cost. About 18 months into my 2 year Plusnet contract they advised me that they had changed their security supplier from McAfee to Norton and that this might download and work. It did. I could have done without the time spent and anxiety this cost me. An altogether unpleasant experience.
Reviewer
Julian Jenkins
Location
Llandybie
Date
18/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company that i have ever had to deal with, have had a technical issue since it was installed 18 months ago, no one is capable of resolving and when i ask to move they have the cheek to charge me.
DO NOT USE EVER------------------
Reviewer
Mslcolm
Location
Preston
Date
18/01/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Jim top bloke, sorted my problem, ask for Jim..
Reviewer
Ragnhild
Location
Sheffield
Date
17/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Upon contacting your services in August, I was informed that, as I did not have an English bank account, I only needed to borrow a friend's account information and then, when I had a user profile, I could put in my Norwegian details. This proved to be false.
I never received either a phone line or broadband router, as I have informed the customer service team on the phone several times.
Not hearing anything for months, I was shocked when my friend told me that you had taken a monthly fee from his account. When contacting customer service (again).
After apologising for not delivering the service, thereby admitting that it was not in effect, customer service still insisted that I kept paying until they could install one later in January (four months later). I would therefore pay a monthly fee prior to the installment of the service. By then, of course, I never wanted anything more to do with this company.
Finally, I insisted on cancelling my "subscription" with Plusnet. Talking to a very apologetic young man on the phone, he tried urgently to convince his manager that I would be exempt from the cancellation fee since I did not actually cancel anything (since no service was ever supplied). Yet the manager, of course, insisted on the cancellation fee to be paid.
This is shameless, fraudulent, and disgusting behaviour, to demand payments and fees for a service without ever supplying it.
Reviewer
Richard
Location
Bournemouth
Date
17/01/2023
Ratings
Satisfaction
5.00 stars
Comments:
PlusNet are a Great service provider. I was with Virgin, who were fast, but unreliable. I'd lose connection for several hours most weeks. Then I went to Sky. They were reliable, but while they advertised 60mbs, (which it was at the hub), I got only 35 mbs when I tried wireless, and just 5.7 mbs when upstairs away from the hub. Now, with Plusnet, I get the reliability of Sky, with the speed of Virgin, and at a cost lower than both Sky and Virgin. Unless they really jack up the prices, I am staying put. Thoroughly recommended.
Reviewer
JONATHAN
Location
Hurstpierpoint
Date
16/01/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have just managed to activate my plusnet purecard to access my £50 discount. I am disgusted that it has taken so many steps to activate this. This company has created a process designed to ensure as many people as possible do not realise the card value.
This process is discriminatory to so many different population groups, particularly the elderly / people with learning difficulties / illiteracy and people with adhd.
If discrimination is a value of plusnet company i will certainly not be renewing my contract next time.
Reviewer
Martin
Location
Peterlee
Date
15/01/2023
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
For the first 12 month of the contract it just kept dropping out. had to reconnect all the time. Last 6 month of the contract got better, but still dropping out. Never ever plusnet for me.
Reviewer
Nicholas
Location
GLASGOW
Date
14/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been waiting 6 weeks now to get connected since my inital sign up date.
Trying to get any information from anyone at the company as to when I will be able to access the internet has been like corresponding with some organ of the Soviet bureacracy.
Brodband speed and reliability only get two stars becuase I have no idea whether or not they are any good yet so woud be unfair to judge too harshly.
Reviewer
Danny
Location
Bridlington
Date
11/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night.
Issues happen, I understand and it's how these things are resolved that count.
I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way).
Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't).
One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose.
I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised.
I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved.
Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better.
Avoid.
Reviewer
Ray
Location
Portsmouth
Date
09/01/2023
Comments:
Would not recommend plusnet if it was a last resort.i was left with no phone line for weeks with no explanation when called the customer service on line for hour at a time and promised a return call with updates which never came then the broadband was cut off again another hour and a half on the phone to be told that my order had to be reordered no explanation as to why the broadband had to be reordered as it was working fine in the end I got so fed up with there service I changed provider. This happened just before Xmas and as a new customer was totally let down by plusnet
Reviewer
Silvia
Location
Ellon
Date
09/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Does this company exist? we tried to move to Plusnet beginning Dec 2022 and we are still waiting to be sort out. the phone number is pointless as nobody answer the phone. I cannot say anything about broadband speed and reliability but Costumer services really bad
Reviewer
Dennis allen
Location
Worksop
Date
09/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are the worst company ever avoid they if they a agree something they do quite the opposite do yourself a favour say away from this terrible company all they are after is your the customer service is total terrible rude and tasty staff don't think about its customers DONT GO NEAR THEM AT ALL
Reviewer
Liam
Location
Norwich
Date
08/01/2023
Comments:
Plusnet/BT in Norwich. Overall Upload and Download speed is very poor as well as frequent outages with no recourse available from their side that would solve the issue.
Do not recommend.
Reviewer
Nabila Rauf
Location
London
Date
07/01/2023
Comments:
This is the first time I actually bought broadband. The experience with plusher was absolutely terrible. Some staff members were very rude and aggressive. Did not receive any router 3 tunes after they so called send it. Was out of internet for nearly a month and could not work. No compensation offered to me and immediately cancelled my contract. I cannot believe how unprofessional this company is. Keep away
Reviewer
William
Location
NW England
Date
04/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Made an order through Plusnet for my elderly disabled mum. Made an account, got everything in line, entered her bank details with her the lot. They never sent anything through and when I rang them up denied all knowledge of the account we had set up. Complete time wasters.
Reviewer
Ag
Location
Glasgow
Date
04/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I spent 3 months dealing with these clowns after ordering bb. 6+ missed appointments, multiple hour long phone calls and still no bb. I cancelled the order after they failed to show up again with no reason given. Avoid the scammers over at scamnet
Reviewer
CAGEN
Location
Marlborough, Wiltshire
Date
02/01/2023
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Spend the money on a ‘big boy’, because this will consistently let you down…
Have been a customer for 6 unfortunate years. When previous contract expired, was given option to upgrade broadband capacity for a good rate - I should have known it was a lie. My WiFi is actually worse now than before. And customer service is non-existent! Really disappointing, bad value.
For example: I’m watching a film currently, and every 15 minutes the sound cuts out, then the screen freezes. I have to turn back a few minutes (if it will let me: otherwise exit and re-enter altogether), knowing it will happen again in a few minutes.
Not my problem if they regularly cannot meet the guaranteed MINIMUM speed we contracted.
Freeview is much more reliable; so if you can receive it - USE IT!!!
Reviewer
Liam Dodds
Location
Stanley
Date
02/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SENT OVER NUMBER 2 HUB BEECAUSE 1 WAS SLOW SO I TRIED IT AND FOUND OUT NUMBER 1 IS BETTER THAN NUMBER 2. PIECE OF SHIT COMPANY THAT JUST WANT YOUR MONEY. ALL ADVERTS ARE FAKE THE SPEED IS SLOW
Reviewer
William
Location
Cornwall
Date
29/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking company with terrible service.
Reviewer
Kay Bryant
Location
Buckinghamshire
Date
25/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been with Plusnet for many years and until recently had no cause for complaint 2022 was a different matter - on renewing my contract I was not offered a particularly beneficial deal in comparison to the prices offered to new customers End of Oct my internet went down and was without it for over 10 days Explanation: Service Outage whatever that is Multiple calls with multiple tests of the line and eventually got it back but no refund for the days I paid for where I couldn't use it Now the Plusnet Email doesn't work - inbox just buffers and according to the 'Service Records' there are no major issues / maintenance going on This has been going on for some three weeks and after unfortunately being separated from family over Xmas due to covid - no chance of having my Xmas Zoom meeting on Christmas Day. I am also using the email to arrange a house move so not being able to look at messages really doesn't help. Always delays on the customer service phones too - No idea why the service is now so poor but I will soldier on for a few months until I move then I think I will have to change supplier - I am disabled and on a limited income - value for money and a quality service is priority for me and as I am clearly no longer getting it - just paying for an expensive dud!
Reviewer
Nonna
Location
Grimsby
Date
23/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This service is awful. It’s a nightmare. They make a new problem for me every week. First, after my call at the begin of November they took 22.99 GBP from my account and we were agreed about that that my plan is 22.99 GBP per month. I switched the broadband from John Lewis to Plusnet. I should receive the router at the end of November, but it didn’t come. I called after few days and somehow they ordered and cancelled delivery twice. So, they ordered again and it came finally. Then they said that I have to receive an email on the 14th of December and after that, they can connect the broadband to my house. Ok, but then John Lewis took 47 GBP from my account. They said that they will send me my money back, but they didn’t. I didn’t receive any email on 14th of December. So, I called them and they sent me an email and after that only I could get a broadband connection to my house. I’ve tried to connect and it didn’t work. So, I’ve had to call them again. They forgot to connect the broadband to my house
Reviewer
Liane Metcalfe
Location
Oxon
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Our contract run is couse, so we changed BT solo for £21.95 per month
Plusnet/ BT did not process the change over and kept us on £60 per month.
Both plusnet and BT solo were no help
refusing to give us the £21.95 rate as promised and only offering £26.95
not to be trusted
Reviewer
GC
Location
Kent
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID, AVOID. Kept delaying connection and do not answer calls. I cannot believe how woeful the service is, diabolical doesn't even come close to describe how bad. Biggest regret and worst service from anyone I've ever had. Should be investigated by Trading Standards for selling a service not fit for purpose. Stupid adverts are a reflection of what to expect. Disgusted beyond belief.
Reviewer
Kay
Location
Durham
Date
16/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Oh my goodness I've never had worse service! Paying for fibre but connection is ridiculously slow, intermittent and struggles with more that one or two devices connected. Complaints to customer service got me no where and despite never having received their guaranteed minimum speed I was charged a hefty cancellation fee. Avoid!
Reviewer
Jimbo
Location
North Norfolk
Date
11/12/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with plusnet for 20 years now. The first year I had dial-up then progressed to adsl broadband. Always had a reliable service. Two months ago I bit the bullet and upgraded to FTTC fibre. Change over occured on the agreed date, but the new speed was variable, sometimes it was slower than my previous 17mbps broadband. I reported the problem to them (I was surprised to find I was only on hold for about 3 minutes!) Anyway they did a remote test on my line and diagnosed a potential issue with my house line, so arranged for an openreach engineer to visit later that week. The engineer arrived at the arranged time and diagnosed a faulty master socket. He replaced it, and tested again. Problem fixed! I now have a rock solid 39mbps download speed. 5 stars for plusnet from me!
Reviewer
Paul
Location
Dudley
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
terrible service, my engineer was supposed to be here Monday the 5th Dec didnt arrive, heard nothing tried to contact Plusnet over passed three days clocked up 9 hours 22 mins waiting to speak to customer service! more like sales prevention I was ringing to try and sort out the problem but now not interested in dealing with such a poor company cancel my deal mind you havent done anything to cancel!!
Reviewer
Ian
Location
Heywood
Date
07/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
plusnet have terrible customer service. I was without my landline for four weeks which I rely on heavily to communicate with elderly relatives who I care for- and now to add insult to injury Plusnet have disputed that I had no landline service so that they can get out of paying compensation even though it was clearly logged at every call to them to resolve the landline issue. I would not recommend them and its a shame that their customer service is so dreadful.
Reviewer
Mike Chaffin
Location
Ammanford
Date
05/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
No issues with reliability, though everything else is woeful. 200kps is mid 1990s broadband speeds. Ring up to complain and they just tell you it's your wireless network which is slow, though I use the router via Ethernet.
So basically it's a complete scam, pay for a package promising 30Mps, get barely 1% of that whilst they lie to you again on the phone.
Reviewer
William
Location
Daventry
Date
05/12/2022
Comments:
Did not even get it installed offered a £50 voucher not to cancel installation refused this as will not answer phones
Completely rubbish company
Avoid.
Reviewer
Etaylor
Location
Rugeley
Date
05/12/2022
Comments:
Everytime I see that advert I want to throw something through the screen. 40 minute wait to get through to customer services. Ordered 16th November, 5th December still not connected,so I have cancelled the order and gone back to Sky
Reviewer
R Lucas
Location
Wilmslow
Date
04/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cancelled this in April. It is December now and still charging me double what was in the contract and it doesn't even work
Reviewer
Nj leeds
Location
GUISELEY
Date
03/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shambloic customer service
Upgraded to full fibre ,now have worse/ no internet.
Have called customer service over 6 weeks most are usless and palm you off to different departments or blame engineers!!
The ones that do have teeth have them to lie through
Absolute disgrace how we have been treated and no sign of my internet been resolved
Reviewer
Mark
Location
London
Date
02/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service I have ever experienced. Numerous sales advisors told us they could install our broadband before they actually could. Cancelling the service took multiple phone calls where I was placed on hold, often for over an hour. We then couldn’t install our new service for several weeks because they didn’t inform openreach of the cancellation.
Reviewer
Keith
Location
Kirriemuir
Date
27/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unable to use Instagram, Facebook, YouTube and most other things on my iPad without repeatedly closing apps down, hard to believe there was worse than BT but for over a year I have suffered with internet from 1995, do not recommend.
Reviewer
k
Location
St Albans
Date
21/11/2022
Comments:
Waited 3 weeks for my Internet (they took money off me straight away). 2 days before it was due to be set-up I received a text stating that my broadband had been cancelled! Phoned up (an hour wait) and was given no reason why it was cancelled and was told it would have to be re-ordered - and another long wait. I told the staff member that I needed to know when it would be set-up and would like to claim compensation. She assured me that I would receive an email the next day, informing me of when it would now be set up plus a compensation claim form. After a week I have received nothing. 5 weeks on I have no internet and I am now totally in the dark and £89 out of pocket. Atrocious service (huge waiting times when trying to speak to them).
Reviewer
Anonymous
Location
Huddersfield
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking internet connection, as soon as more than one device is connected you might as well not ever bother with the broadband as you'd get better connection living in 1200 BC. WILL BE GLAD TO LEAVE THE USELESS SERVICE AT THE END OF THE MONTH. GOOD F'ING RIDDANCE
Reviewer
Claire
Location
South Staffordshire
Date
17/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Unfortunately unable to give no stars for overall satisfaction or customer service. I would definitely not recommend Plusnet, we were left with no broadband for over 30 days and 4 missed Engineer appointments with no explanation or apologies. It created huge issues as I work from home and took 3 annual leave days waiting for non existent engineers, a month on still awaiting compensation...AVOID!!
Comments: