3,751 Customer Reviews over 94 pages
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- Location
- Lancaster
- Reviewing
- Plusnet
- Date
- 2022-11-02
- Comments
-
TERRIBLEEEEEEEEEE. I would suggest to stay away from these people. I’m a student and it is the month of November and I STILL don’t have wifi in my house. The contract has been started in august and for 2 whole months I’ve been trying to get connection from them. Every time we have an appointment due to get wifi signal they either delay or cancel last minute. I’m fed up with them and we can’t even change broadbands because the agency were with are in a contract with them. I wish I could change broadbands because this is ridiculous. Empty promises over empty promises. Always blaming other departments etc. Get your act together please before you lose more and more customers.
- Location
-
- Location
- Luton
- Reviewing
- Plusnet
- Date
- 2022-11-01
- Comments
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I would avoid Plusnet to be honest. I had very poor (nil) reception, and cancelled my direct debit only to find they were still charging me. I disputed this, and they agreed to split the cost with me 50-50, and then added a negative to my credit score - they appeared to act quickly to negatively impact my credit score, so I think all prospective customers need to take this into account - they accepted that I never actually used the service (I could not connect via their service) but still my credit score suffered even though I was effectively paying them for nothing - proceed with caution.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-10-31
- Comments
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Problem's if you have Alexa or anything else that needs broadband you'll find Plusnet can't cope, connection goes up and down like a yo yo, customer services gone through the motions sent two people around to try and find fault at my end, can't wait till my contracts finished.
- Location
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- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2022-10-31
- Comments
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Should be -1 terrible service not reliable
Terrible customer service talk over you and patronising,don't listen.
Take payments from you that you don't owe, and God forbid you asking for it back!!! Cos they don't want to give it back!!
Cheap doesn't mean quality stay away from this horrendous service provider they are not worth the hassle.
- Location
-
- Location
- KING'S LYNN
- Reviewing
- Plusnet
- Date
- 2022-10-25
- Comments
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Throughout my contract Plusnet have been hit and miss. Once I went away for 3 days so turned my router off. When I returned my internet speed was so low I couldn't even browse the internet. They said they detected my router was off so slowed my speed down and I had to wait for engineer. So 4days with out internet.
Most recently though I have decided to change my provider and ever since they were told I was switching, my internet speeds have dropped again for the last 2 weeks of my contract!! Spoke to them twice first time they said they send an engineer out and sneakily send me a message to my account (no email or text) to say engineer detected no problem and the second time they said they would me back within an hour with a solution and you guessed correct no call back! Tempted not to pay them for the remainder of the contract but is it really worth the hassle for less than a five?!?!
- Location
-
- Location
- Brixton
- Reviewing
- Plusnet
- Date
- 2022-10-25
- Comments
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Absolutely awful. Lied twice about installation date. No communication. Do not use.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-10-23
- Comments
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After 18 months of poor broadband, the service is not only more expensive, but also the broadband is worse.
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2022-10-18
- Comments
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Out of the blue Plusnet switched off our answering service on our landline. My calling features package says it is on but it isn't. Plusnet have not responded to numerous requests to switch it back on, they just ignore us! We have had to get an ansaphone as we are signed up for another 16 months. Will think twice before renewing with them again.
- Location
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- Location
- Sunderland
- Reviewing
- Plusnet
- Date
- 2022-10-18
- Comments
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Delaying switch over by a week leaving us without internet. Take up to an hour to answer the phone. Staff seem nice enough when you eventually get through but I would avoid like the plague if asked to switch again.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2022-10-17
- Comments
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Terrible internet connection which cut out on a daily basis. Very expensive
and customer service is not interested.Avoid.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-10-17
- Comments
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Plusnet is a mess at the moment.... No communication between departments and can't even send me right bill after I upgraded my service, so I ended up overpaying my bills... Another issue is that plusnet by mistake disconnected my broadband without letting me know and then when I called the technical support team they were investigating the "fault" for 3 weeks leaving me without service i paid for, so they didn't even know the that they disconnected me ha ha! Joke and nightmare as I'm waiting now without Internet until 3rd of November, when they will upgrade my service to full fibre....
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2022-10-13
- Comments
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I was a massive fan of plusnet. I was a customer for over ten years and even recommended two other people to it. The customer service has went down-hill completely and I would recommend no one now. One of the people I recommended moved, and plusnet could no longer provide them with the service they were paying for. They rang and were told it was sorted, and that they would not have to pay the remainder of the contract or the early termination fee as plusnet could not fulfil their end of the contract. They later received an email asking for the money owed. They rang again and were told it was the first caller's mistake and it was now sorted. The same thing happened. They called again and were told it was a management issue and it would be sorted this time and not to worry. They were then contacted by a debt collection agency who plusnet passed their details to. Of course the debt collection agency has added on a 25% fee on top of the debt. Plusnet were contacted again saying it's now not their problem as they can't see any details anymore. My friend explained the situation to the agency who contacted plusnet and were told to put it on hold for 10 days until they could look into it. 10 days later the debt collection agency got back in contact again demanding money. Another call later and the agency said they have heard nothing from plusnet, have had to put it on hold again, and are trying to get plusnet to contact them back. This is absolutely ridiculous and unacceptable.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-10-13
- Comments
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Terrible support. I have been without broadband for over 24 hours and can’t even get them to answer the phone. Be prepared to wait in a queue for hours if you call them for support and you will have to phone multiple times because your call will disconnect randomly after 20 or 30 minutes of waiting. I’ve only recently switched to Plusnet but I’ve already been taught that age old lesson - you get what you pay for. They are cheap for a reason.
- Location
-
- Location
- Anonymous
- Reviewing
- Plusnet
- Date
- 2022-10-12
- Comments
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Plusnet have not been reliable from the day we started using them. Having been using them for 2 years with hit and miss internet that would cut out constantly, we moved house and organised for our existing plan to move with us. We did this with plenty of time and notice. Once we had moved, we were only then informed that we had been sold the dream by a useless salesman and actually the plan we are on might not be able to work because someone needed to check if the correct fibres were in the ground. We’d then been without internet for 2 weeks, bare in mind we all work from home, and we’re told it would take another 3 weeks for the external engineer to come then another week for a plusnet one. When we asked to downgrade plans, the Plusnet representative on the phone was extremely rude and said we had to wait 10 days for the e plan to even be downgraded, before someone is even asked to come and fit the new internet. So although we’d been organised and informed Plusnet of everything with plenty of time, we’re now 2 weeks into a new contract with no internet and could still be waiting another 4 weeks before anything arrives. Go elsewhere.
- Location
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- Location
- Kettering
- Reviewing
- Plusnet
- Date
- 2022-10-10
- Comments
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Huge disappointment with this company service.
Very crafty but touchy (raise your voice, they will cut the line) people at the customer service.
Just avoid or you will pay loads money for nothing.
Cancelling my account was another rocky road.
- Location
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- Location
- Luton
- Reviewing
- Plusnet
- Date
- 2022-10-10
- Comments
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I would avoid them to be honest. I would avoid them. The customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl.
Update on 10/10/22 - Have come to an agreement with Plusnet, and have had half the debt written off, and have paid the other half. Had the following update this morning on my credit report:
ORGANISATION NAME
PLUSNET MOBILE (I)
STATUS
1 payment in arrears
ACCOUNT NUMBER
****7012
This means that the payment status on one of your accounts has been updated, and is worse than what it was last month.
Even though it's been paid off - didn't take them long to do that, did it - so extra note of caution, they'll hit your credit score if you give them half a chance.
- Location
-
- Location
- Keith
- Reviewing
- Plusnet
- Date
- 2022-10-03
- Comments
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Plusnet are good at marketing, the broadband works fine - the service is useless. I had a terrible time with them on a 24 m deal, they always overcharge and sorting it out is drawing back teeth. Should have known better but seduced by a cheap del I renewed. They cut me off, no phone for a month, sent me a huge early termination bill - even though I had renewed, and again so difficult to sort out. In 18 months they have charged me correctly only twice - always overcharged. I am paying more money to go elsewhere! Can't wait to be finished with them. My latest overcharge is due to a system error in their bookkeeping, which, the operator said, only affects about 1 in 4 people who are leaving them. Incredible!
- Location
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- Location
- Malmesbury
- Reviewing
- Plusnet
- Date
- 2022-09-30
- Comments
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I don't know who some of these reviewers were dealing with, but for me Plusnet service has been exemplary. I changed from Sky, usual thing prices just go up and no respect for customer loyalty.
Plusnet respond to calls quickly and efficiently, their engineers are excellent and initial problems have been sorted out in an effective and friendly manner. I only get 10Mbs out here in the country on a VDSL copper line, but modern TVs can easily cope with that on Catch Up without buffering and web pages open quickly too.
The router is much more effective WiFi wise than the Sky unit, giving me a better Wi Fi signal in my office and outside garage workshop. However it is still as susceptible to drop outs during distant thunderstorms as the Sky unit was, so some more thought needs to go into it's front end design.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-09-28
- Comments
-
I used plusnet for two years and it was hands down the worst wifi I ever had, and I had terrible ones.
- Location
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- Location
- blackpool
- Reviewing
- Plusnet
- Date
- 2022-09-21
- Comments
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been with them for a while now but the download speeds im paying for £36 is terrible never above 30mbs and thats very infrequent usually around 20mbs my tv seizes around a couple of times a week downloads go lower than 10mbs just a joke changing supplier hoping for the best
- Location
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- Location
- Bruton
- Reviewing
- Plusnet
- Date
- 2022-09-20
- Comments
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Ive just closed down my Plusnet account. Only because Gigaclear have installed fibre to our door. Plusnet have been brilliant, great service, honest, decent and totally reasonable. If things change I'd have no hesitation to go back to Plusnet.
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2022-09-19
- Comments
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I’ve been with them for 18 months and they haven’t missed a beat. I’m only leaving because I like Amazon vouchers.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-09-17
- Comments
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Decided to go with Plusnet because of their "award winning customer service". When trying to track my order the system is saying I have no order. I've now been on hold for 35 minutes and counting. Come back Vodafone, all is forgiven!
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2022-09-16
- Comments
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Customer service is dire. When I tried to upgrade to full fibre, I was informed by the sales agent , all work could be carried out externally. After returning from holiday, I found no technical work was carried out. Ringing their customer service to get it sorted out , on hold over 40 minutes - 5 times. They said I would have to be in so they could install ONT box. No progress and no alternative date given. After three weeks decided to switch to BT. Told by Plusnet I would need to ring (again) to cancel order. Eventually they rang me to sort out the cancellation. BT have now rang me to say they cannot install the fibre service as a duplicate order is in the system. Plusnet have failed to cancel order with Openreach, even after following their procedure. BT have now said I need to ring back Plusnet to get them to action the cancellation with openreach. How looking forward to another 40 minutes on hold. DON'T BUY PLUSNET. Worth paying an extra couple of £s per month to get good customer service
- Location
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- Location
- Hertfordshire
- Reviewing
- Plusnet
- Date
- 2022-09-16
- Comments
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Been without internet for days. Support is friendly but ultimately useless. Open reach engineers are lazy and clueless and seem incapable of fixing simple issues. Not sure what their mission statement is, but if it’s anything to do with providing reliable internet then it’s misleading to say the least.
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2022-09-16
- Comments
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We got a new router yesterday, worked great , relocated it today , internet is gone , reset , tried different locations and unplugged all phones , and no one is answering the phone at plusnet , even the chats too busy to help F !
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2022-09-15
- Comments
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Just had a nightmare dealing with trying to renew my contract with these cowboys today. It didn’t work on-line, then one of their representatives tried to force me into a new contract there and then on the phone, which I didn’t want. Then I get an e-mail saying I’ve been put on a new 24 month contract at double the market rate out of the blue. When I call to complain the service representative cut off our service with immediate effect and now we have no broadband for at least 10 days. This company used to be ok, now they are a joke.
- Location
-
- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2022-09-14
- Comments
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Plusnet claimed £22.00 per month for 18 months now being charged £26.00 with 4or5 months still on contact so don't believe what your told on tv what he says is not true
- Location
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- Location
- Farnham
- Reviewing
- Plusnet
- Date
- 2022-09-13
- Comments
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Plusnet failed to install a new line 3 times over several months but charged me for the service. I went to another supplier. I took it to the Ombudsman (They are a complete waste of time and they said Plusnet had done nothing wrong). TWO YEARS later and Plusnet has sent a cheque for £67.98 for the charges they incorrectly applied!
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-09-13
- Comments
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Overall and in my genuine experience PlusNet are ... Not Fit For Purpose.
They should spend whey less money on their misleading advertising 'promising' what they have no hope of delivering and invest some of their seemingly impressive profits into their failing, flaky, unreliable, infrastructure. After all they are owned by BT who have the monopoly on all this substandard 'must have' Tech.
An extremely and very busy COMPLAINTS DEPT says it all and after a continued flaky & frustrating Broadband 'service' evidenced since January 2022 and latterly the last 3 months of being pushed from pillar to post, dealing and chasing one Operative after another, the left arm not knowing what the right is doing, a somewhat petty and obtuse Complaint Advisor whose less than impressive 'Resolution Offer' and his 'take it or leave it' approach is not how a Customer who could clearly evidence I was paying for what I was not receiving, should be treated.
Any business that feels it makes more Commercial Sense to then lose business as opposed to retain it in a fair & reasonable way needs to experience some tough lessons in basic economics.
Also businesses that are deceptive and lack overall transparency but very quickly whip out the very small T&C's are in my opinion, to be avoided.
And PlusNet, if you do read this please refrain from posting the standard ... 'We're really sorry and do contact our Customer Services as we genuinely care' clap trap response.
You had your chance and you well and truly blew it! So, never again :(
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-09-13
- Comments
-
Speeds were poor, no better than any other provider - decided to cancel my direct debit after never actually using it and never making a call - I would avoid them to be honest, the customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl.
- Location
-
- Location
- Penrith
- Reviewing
- Plusnet
- Date
- 2022-09-06
- Comments
-
Took out a contract for full fibre 74 and pay as you go phone as advertised on compare the market. When connected no land line. Plus net claim land line is not possible with full fibre yet it is clearly advertised.
Cancellation of contract £150 1 hour after delivery of broadband hub. Total rip off, need to stop advertising service they can't supply.
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2022-09-03
- Comments
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From start to finish this is a very poor service, do yourself a favour and spend a little more and get a competent provider
- Location
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- Location
- Cavenham
- Reviewing
- Plusnet
- Date
- 2022-08-26
- Comments
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My previous Broadband provider was completely useless. Then went to Plusnet, haven't looked back since. The Fibre extra we have is fast and runs two workstations as we both work from home, our entertainment, Im a gamer and our Smart tv with subscriptions. I have never had a reason to complain, we are now moving to full fibre and looking forward to it.
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2022-08-24
- Comments
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I transferred to PlusNet after BT prices went up by huge amounts. There no problem with switch over and after entering my PlusNet User ID and password, continued with the BT Home hub. So a seamless transfer. The PlusNet contract is coming to an end, and I hope to continue with them - if the deal is good
- Location
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- Location
- Motherwell
- Reviewing
- Plusnet
- Date
- 2022-08-23
- Comments
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Recently left them as broadband wasn't great, never had the speed promised, but to top it all, found out they'd never charged us correctly and ended up owing us at end of term, even with paying an early termination fee! Would not recomment!
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2022-08-19
- Comments
-
Plusnet gives you a 0.1 uploads speed and 0.2 download speed constantly, I've been unable to get good quality meetings with clients from home due to poor internet and when I try play video games, I'm constantly being lagged out. Overall, the are ****
- Location
-
- Location
- essex
- Reviewing
- Plusnet
- Date
- 2022-08-14
- Comments
-
£75 reward voucher offer is just a scam.
Lots of complaints on the forums people not receiving this.
I have spent ages trying to get through to the non existent "award winning customer support" that doesn't actual answer the phone and is not contactable through email.
The voucher never arrives.
then price displayed is therefore false and attracts customers under false marketing.
better deals and support elsewhere.
Horrible experience, avoid.
- Location
-
- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2022-08-12
- Comments
-
Joined PlusNet 10days ago for delivery Aug 16. 2 days later received email, delivery is delayed - no dates given, 5 days later another email delivery delayed - no dates. We lose our old provider Aug15, so I logged into my PlusNet account, no details shown on delivery. I emailed them and no reply, so phoned 9.30am, after 1 hour still no answer, phoned later in day still no answer. This is the worst customer service I have come across. Emailed them to cancel and received email this mailbox is not monitored - PlusNet say they have the best customer service, it's a joke. Be wary of joining PlusNet. Highly unrecommended provider
- Location
-
- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2022-08-12
- Comments
-
Terrible customer service. Appointments not met, staff not interested. Avoid
- 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.