3,751 Customer Reviews over 94 pages
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2017-08-12
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2017-02-17
- Comments
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In Dec 2016 I wanted to upgrade my home phone to Fiber. Fleur could not do this so I hunted round 7 possible suppliers- specifically asking for down load speeds min 13mb/s- with all inclusive anytime calls to Germany and Mobiles as well as usual the UK landlines/mobiles. Plus net quoted £25.49/month (rising to £35 after 12 months) I had to pay an up front £213 for a years line charge and set up fees. This worked out about £4/month less than the next best quote. Once connect up I was disappointed to find that the download speed never reached more than 6mb/s-
I was horrified when my first bill of £105 arrived in November . I immediately called up Plusnet assuming there was a mistake- It was all my fault they claimed - Anytime and Unlimited calls to mobiles and international destinations did not mean what one would reasonably expect. I mentioned that I was unable to read the 40 odd pages of Terms & conditions or pricing schedules whilst they were smoothly advancing the initial & binding 'contract' over the phone. Further they had cut off my phone line until I had paid the bill.
I was furious I had been duped but had no option but to pay up. I reiterated my initial request and was told it would be an extra £10/month for the suitable plan. Christmas came & went and the next bill was about £45 - not because they had changed the deal as I asked, but actually because the family was away in Germany. In January they again cut off my phone saying I owed them £118- by this time I was totally fed up with Plusnet and started looking for a better supplier. Vodafone offered me a far superior deal- but Plusnet said that there would be a £91 disconnection fee and they would not refund anything on my £118 years line charge - so I am still Stuck with Plusnet until I can find a cheaper way out.
General note: any company that uses the phrase 'ONLY' and £xx.99p in their advertising jargon are not likely doing anyone except themselves any favours.
And point 2 - do not get fobbed off without fully reading the small print- however long it takes
- Location
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- Location
- Aberporth
- Reviewing
- Plusnet
- Date
- 2016-07-02
- Comments
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Signed up three weeks ago, paid 12 months upfront, needed line installation, they forgot to book in. Gave us credit for £50.07 with promise of a call to re-book installation, no contact. Eventually after many times of trying to phone, got through, they promised again to call and re-book appointment, still no contact. Went on help left messages, still no call. Spoke on chat, we cannot help, you will have to phone in. What a load of rubbish this company is, will be requesting our cash back, if we can get through. DO NOT USE PLUSNET.
- Location
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- Location
- abertillery
- Reviewing
- Plusnet
- Date
- 2017-04-16
- Comments
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joined PlusNet 2 months ago and God don't I regret it now. I paid upfront for my phone and broadband package which I now realise is non refundable. the broadband speed is pathetic especially on weekends. also I can no longer receive incoming calls but when you complain to their customer service its never their fault it must be mine. they will call an engineer out but I will have to pay for it JOKE. Keep well away from these COWBOYS,CHEATS AND LIARS. THEY ARE WITHOUT DOUBT THE WORT COMPANY I HAVE EVER DEALT WITH.
- Location
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- Location
- Abingdon
- Reviewing
- Plusnet
- Date
- 2021-06-09
- Comments
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I am very disappointed with Plusnet broadband, the issue I have experienced is being two days late in making payment due to my monthly income being late payment to my bank account, Plusnet has temporarily cut my service off because of this issue, I was told you get fourteen days to make payment and if not payed you will be cut off. I have been a long term customer and never missed a payment in all the time I have been with Plusnet, I feel that I am not a valued customer and the fourteen days did not apply to me. I will change provider when my contract comes to an end, thanks Plusnet for not understanding this issue I have had.
- Location
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- Location
- Abingdon
- Reviewing
- Plusnet
- Date
- 2019-02-17
- Comments
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Absolutely shocking customer service. Friend’s system wet down. Promised it back next day(Sat). Didn’t happen. Promised it back Sunday, didn’t happen. I spent 45 mins getting through to customer services, explained that friend had a serious medical need for contact. Promised a call back from engineer in 15 minutes and from a manager in 45. 3 hours on and guess what.
- Location
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- Location
- Abingdon
- Reviewing
- Plusnet
- Date
- 2017-11-19
- Comments
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Have been with Plusnet for 18 months now and just considering a switch because there has been a price rise. Over 18 months, we have had no problems whatsoever. Our Netflix allows us to stream two screens at the same time on standard broadband. Very happy. Now just go get the price back down!
Having read all the rest of the negative reviews, I decided to share a positive experience. I guess it comes down to your experience with them.
- Location
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- Location
- Acaster Malbis, york
- Reviewing
- Plusnet
- Date
- 2018-12-22
- Comments
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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!
- Location
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- Location
- Accrington
- Reviewing
- Plusnet
- Date
- 2019-10-15
- Comments
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Worst internet provider I have ever had, communication is none existent, customer service is poor at best. The internet speed is like being in the 90’s!
And when the bill fails to go out due to payday being just a few days away! Within minutes The internet is cut off and Services restricted. Hence why I am having to use my noble date to make this review.
Don’t waste you time or money!
- Location
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- Location
- Ackworth
- Reviewing
- Plusnet
- Date
- 2021-08-06
- Comments
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Not very satisfied with plus net at all
Very slow download speed and constantly crashing dropping out the router going orange till it reboots its self
- Location
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- Location
- Addlestone
- Reviewing
- Plusnet
- Date
- 2017-07-18
- Comments
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I pay for fibre but download speed is 3 - 5 mb which is ridiculous.
- Location
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- Location
- Addlestone, Surrey
- Reviewing
- Plusnet
- Date
- 2014-12-10
- Comments
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Worst customer service I have ever come across - they're even worse than Talk Talk which is saying something. From the very start of the 18 month contract they got the pricing wrong. When I went to renew the contarct as I was quoted one excellent price then that was supeceded by a lesser discount and at that stage I decided "enough is enough" but they continue to excel themselves in the stupidity stakes.
Now when I am leaving them they cannot decide whether I need a MAC code or not, with one advisor saying (on the phone and by e-mail that I do) and another stating by e-mail I don't and a third muppet saying they are both right! Honestly you couldn't make this nonsense up. Moving to the parent company BT very shortly and I'm sure Plusnet will mess the transfer up as they are absolutely useless and I won't be going back to them - AVOID LIKE THE PLAGUE.
- Location
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- Location
- Addlestone, Surrey.
- Reviewing
- Plusnet
- Date
- 2020-06-07
- Comments
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We were with Plusnet for 7/8 years.. I chose them because of the award winning customer service which was awful.
Soon after joining we had an intermittent problem. It was then I found Plusnet were poor in delivery, service and resolution.
Loads of 60 min cs calls Waiting and In 7 years it was never resolved until I paid for it.
Useless. Less than poor.
Whenever I spoke to someone I was told it was my end. They sent charts, suggested changing hub channels (after I had told them twice I had already done it),
So I listened to them and bought a nighthawk router. £165 to fix the one thing that could be wrong. No change.
I gave up for a couple of years and then during Covid I picked up the mental fortitude again. This time I got someone that really tried to help but, now, after 4 circuitous email I paid for an engineer to come and fix it. He changed the lead from the sub box (which is 20 feet from the house) termination box and cable. And it works a treat.
Plusnet are poor in spirit and delivery. I’m so glad we left
- Location
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- Location
- Airport road
- Reviewing
- Plusnet
- Date
- 2023-06-24
- Comments
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Very bad experience don’t waste your money.totally wastage of money.bad services.
- Location
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- Location
- Alaro
- Reviewing
- Plusnet
- Date
- 2020-10-21
- Comments
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What an absolute shambles of a company!
I recently placed an order to change from my current provider who have connection issues, And because of PlusNets incompetence cancelling my order and not informing me and nearly leaving me with no internet as a NHS staff member working from home. I am now forced to sign up a new 12month contract with the company i was trying to get away from. To add to matters of incompetence I cannot get a refund for my £22.99 signup fee that was promised over 12 days ago I have had to contact my bank to recover the funds. Complete waste of time!
- Location
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- Location
- Aldeburgh
- Reviewing
- Plusnet
- Date
- 2015-10-19
- Location
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- Location
- Aldershot
- Reviewing
- Plusnet
- Date
- 2017-07-09
- Comments
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Absolute useless. Customer service is nil. Short of staff as when I chat to one of them, I was told. I spent 45mins on hold and still nobody answer the phone. It his happen to me 3 consecutive times within 2 days and decided to chat which was useless too as she could not deal that problem on wedchat and advised me to ring them instead. It an absolute waste of time. Deal with bigger company not this cheap rubbish.
- Location
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- Location
- alexander
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
- Location
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- Location
- alexander
- Reviewing
- Plusnet
- Date
- 2015-12-09
- Comments
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Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
- Location
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- Location
- Alloa
- Reviewing
- Plusnet
- Date
- 2017-04-05
- Comments
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Connection seems to be stable and speed as advertised but the WiFi is abysmal, I have never experienced such a poor service in my home before.
The solution was purchasing a new router (3rd party not plusnet) and the change was instant and excellent. I now have the same speed on my WiFi as on my Broadband.
This speaks volumes to the issues with the Plusnet One Hub which performed so badly.
Can't even say Customer Service was any help
- Location
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- Location
- alloa
- Reviewing
- Plusnet
- Date
- 2020-08-22
- Comments
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Don't think about using Plusnet. Apparently writing to them to tell them that you are not renewing your contract from a particular date is not the same as telling them you are cancelling. If you do not use the actual word CANCEL then they will continue to Bill you even if you have changed providers. I have been overcharged now for months. They will tell you that you have 2 lines into your home when you only have one because your new provider have you a new phone number. PLEASE Do not use.
- Location
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- Location
- Alloa
- Reviewing
- Plusnet
- Date
- 2017-07-10
- Comments
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Speed seems to fluctuate a lot.should be getting up to 38mb but rarely getting over 25mbps sometimes well under 20mbps.
- Location
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- Location
- ALLOA
- Reviewing
- Plusnet
- Date
- 2017-06-16
- Comments
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Don,t believe the ad about customer service. I had the rudest, most unpleasant conversation with a young woman that i have ever encountered, and i was only trying to pay a bill.!!
- Location
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- Location
- Alnwick
- Reviewing
- Plusnet
- Date
- 2016-12-02
- Comments
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I've been with plusher since they started and I've never had anything but great support. Had a few issues which have been quickly and efficiently sorted out.
I genuinely don't understand the vast numbers of bad reviews here.
- Location
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- Location
- Alton
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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We have had Plusnet for many years but recently 'upgraded' to include free BT Sport - What A Mistake !!!!!
Have had no end of problems and absolutely no help at all from them. Have now been cut off as I didn't pay the bill because we were not getting any service !!!!
Why should I pay for something I'm not getting ????
Will not be using them again.
- Location
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- Location
- Alton, Hampshire
- Reviewing
- Plusnet
- Date
- 2014-12-08
- Comments
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We have had Plusnet for around 4 months. Since being installed we have had severe issues with performance since day 1.
The first issue is the general performance of the Broadband, which peaks at around 4.3MBps download (well below the stated maximum of 7MBps), but more of an issue is the Upload speed, which never seems to get above 0.08MBps (a paltry speed compared to the maximum which is stated as being 0.7MBps).
After many, many calls and onsite checks (by BT), we are consistently fobbed off, the latest being that "There will always inevitably be times when performance will drop).
The second issue is that we suffer at least 4-5 complete outages per week, and have occasionally experienced 3-4 drops in service in one day, resulting in having to restart the router and suffering no service at all for a few minutes.
We are a business where 90% of our work requires internet access. On top of that, we have a web site development team - god knows how many hours have been lost through poor performance and related issues such as losing session ids to keep connected to the web server.
We have had a new router, new connection box and multiple times when updates following the open incident have never appeared. Additionally, having to wait for an average of 15 minutes to have a call into the Plusnet Business Customer Support services answered, I have to also rate the the customer service as very poor overall.
All in all, a very poor service and time to consider cancelling the contract and looking for a more reliable service provider.
- Location
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- Location
- Altrincham
- Reviewing
- Plusnet
- Date
- 2022-01-02
- Comments
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I switched to Plusnet after many years with ee, we had issues with ee's service but nothing like the issues with Plusnet. When you can get their attention they say that they will check out the speed, spooling and dropping out of signal issues and then dont. An engineer did visit and said there was a fault outside our property, but it wasn't followed up. Plusnet doesn't seem fit for purpose, I'm off as soon as the contract finishes in March, I don't know who to but by God I'm off.
- Location
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- Location
- Altrincham
- Reviewing
- Plusnet
- Date
- 2016-07-01
- Comments
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Three weeks after service started and still no regular broadband. Really poor. AVOID
Promised a month's refund for little/no service and when I called to chase other services, they had no record of refund.
- Location
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- Location
- Alyth
- Reviewing
- Plusnet
- Date
- 2014-08-16
- Location
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- Location
- Ammanford
- Reviewing
- Plusnet
- Date
- 2022-12-05
- Comments
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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.
- Location
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- Location
- Andover
- Reviewing
- Plusnet
- Date
- 2017-02-23
- Comments
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A company that prides themselves on customer service? What a joke - Just like the bloke I spoke to on the phone when I had a problem. Not sure how he still has the job or even obtained it in the first place. Sarcastic, unhelpful and rude. I wish them all the failure and bankruptcy for their sad, gimcky, fake 'proper northern' company.
- Location
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- Location
- anglesey
- Reviewing
- Plusnet
- Date
- 2015-03-17
- Comments
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We have reoccurring problems with our phone line. To get hold of customer service isn't very easy. It takes week over 24 hours for them to really to an email and you wait for up to an hour to speak to someone on the phone. I can't wait for our contract to come to an end!
- Location
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- Location
- Anglesey
- Reviewing
- Plusnet
- Date
- 2016-06-21
- Comments
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Having switched to plusnet from Sky I wish I stuck with my standard broadband!
Was set up eventually after a 2 week delay leaving us without any internet or mobile coverage - as we rely on a booster box for mobile signal - and to put it bluntly the wireless is possibly the slowest I've ever encountered and considering it's supposed to be fibre broadband, I can get higher speed through 3G in most places.
If you ever want to phone them, you'll get stuck with someone who doesn't care about the issue and will instead hide behind terms and conditions and tell you that you have broken your router by putting it near other electronic devices and then have the cheek to charge for a replacement.
Honestly, if you want broadband STEER CLEAR, I'm currently waiting for a cancellation cost (been waiting 3 weeks) just so I can pay to leave.
- Location
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- Location
- Anglesey
- Reviewing
- Plusnet
- Date
- 2018-09-29
- Comments
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Went over to plusnet from pop telecom.diffrence is like driving a French car to a Mercedes!!!
- Location
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- Location
- Anglesey
- Reviewing
- Plusnet
- Date
- 2018-10-14
- Comments
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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.
- Location
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- Location
- anglesey
- Reviewing
- Plusnet
- Date
- 2015-11-03
- Comments
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Been with them i week.sorry i bothered
Faulty router replaced on installation.
Internet drops in and out reported problem reply "unsure what problem was"
NOW if you use phone line you lose Internet all together.
- Location
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- Location
- Angus
- Reviewing
- Plusnet
- Date
- 2017-04-10
- Comments
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Extremely unreliable and slow internet connection. Almost as slow as dial up. The last time I phoned customer services about the shocking connection I was on hold for an hour, when I did finally get through I was told the engineers wouldn't be out to fix it for a fortnight. Three weeks later they say it's fixed but STILL the same issues. I don't live anywhere rural, I live right in the middle of a town and should be able to get decent broadband. DEFINITELY DO NOT RECOMMEND unless you like super slow unreliable connection.
- Location
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- Location
- Angus
- Reviewing
- Plusnet
- Date
- 2017-06-27
- Location
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- Location
- Angus
- Reviewing
- Plusnet
- Date
- 2018-11-20
- Comments
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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
- Location
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- Location
- Angus
- Reviewing
- Plusnet
- Date
- 2019-12-17
- Comments
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Changing to PlusNet is probably one of the worst decisions I've ever made. In the three months I've been with them, I've had Open Reach out twice, lengthy conversations and chats with PlusNet and my internet is still mainly shocking
It's 9.15pm on a Tuesday and I've just run a speedtest
Download Speed (Mbps): 0.99
Upload Speed (Mbps) : 7.83
Ping Latency (ms): 350
They're charging me £27.50 a month for this!!!!!
Just don't go there - for the sake of your own sanity - just don't
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.