3,751 Customer Reviews over 94 pages
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2016-10-05
- Comments
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Customer Service is appalling waited 30 mins every time you call to speak to someone about a Customer Service issue. When my BB deal ran ou the advisor I spoke to was so disinterested to keep me, when I spoke to a Team Manager and asked could I have BB for £2.50 per month he said this was for new customer's only and PlusNet were losing money on this deal so I could leave as I was out of contract "It's your prerogative to leave". When I asked for the complaint process I was advised to just write in. They do not accept emails for complaints and will only accept communication via letters!! APPALLING CUSTOMER SERVICE. THE WORST I HAVE EVER EXPERIENCED
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-12-09
- Comments
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I have been with Plusnet for a year and a half, because a friend recommended them to me. I am now leaving them and I wish I had never connected my broadband with them.
The internet service they provided was extremely poor, but worse still, their customer service was appalling. Their chat service was not available and I had to wait for hours to speak to somebody on the phone, who eventually would not be able to solve the problems I had with the broadband service.
I was very disappointed with their handling of the whole affair.
Eventually, in desperation, I told them I was going to leave them unless the problems were sorted (it took months to get to this point), but they said they could not respond to customer threats of leaving, that if I wanted my problems sorted, I needed to sign up with them for another year! Bizarre.
Anyway, not with them any more, and I am extremely happy to have taken the decision. I would not recommend them to anybody!
- Location
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- Location
- staffordshire
- Reviewing
- Plusnet
- Date
- 2017-11-27
- Comments
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Changed over from Sky who werent brilliant with customer service but this company is the worst I have come across. The broadband is slow and contantly goes off so that I have to keep reconnecting and whenever I attempt to ring customer services I am kept on hold for 20 minutes minimum and often get cut off mid conversation. They never ring back when they have cut you off despite having my phone with them so they, of all people, will have my number. The calls are also expensive. I wish that I had looked for reviews before changing to them as I would never have swapped. I am very dubious of certain positive reviews on this site especially when people who claim to have been with them for four years suddenly decide to put on a positive review. Avoid at all costs!!
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2022-05-25
- Comments
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Customer service hung up on me when I telephoned to cancel my contract.
I am cancelling because the Billing is very difficult to understand. If it is wrong they apply monthly credits as they are unable to adjust the cost to the agreed rate.
They apply annual incremental increases every March so one needs to be aware of that whatever is agreed.
They refuse to put a deal in writing by email, wanting you to sign up based on information given on the telephone.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
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The broadband was ok, nothing special. I changed providers for a better deal and have had nothing but problems since. The wait to speak to someone on the phone was almost an hour, they didn't sort the problem and I'm still getting bills and demands for money 6 weeks after closing my account. Absolutely useless customer service
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2018-08-03
- Comments
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Shocking customer service. Quick enough to take my money but extremely slow in answering my query. I bet if i stopped their payments then they'd be quick enough to get hold of me then. Bloody amateurs
- Location
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- Location
- south
- Reviewing
- Plusnet
- Date
- 2016-08-08
- Comments
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Just signed up Plusnet, already regretted. Customers have no protections/rights in this company. I should have read the reviews here before I sign up. STAY AWAY FROM PLUSNET!!!
- Location
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- Location
- Lomdom
- Reviewing
- Plusnet
- Date
- 2017-06-27
- Comments
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Everything is poor the company needs to close down. 1 hour to get through customer help line. Phone chat never works inter net cuts out every time. Overall no good for nothing
- Location
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- Location
- Greater London
- Reviewing
- Plusnet
- Date
- 2015-06-12
- Comments
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Very poor customer service. Wait times on phone never less that 20 min. The customer service staff raise questions but no action is ever taken. You call back to chase. Another 20 mins (at least) on hold. They raise another question. And so on. I should have stuck with SKY. Plus Net, for unknown reasons, cancelled my phone line so I also lost internet. This was after having been with them for 3 weeks. No one can tell me why they took this action. Have been without broadband and landline for two weeks. Spent over 4 hours over the past two days trying to get someone in Plus Net to own my problem. Hopeless. Do not go with Plus Net.
- Location
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- Location
- Madeley
- Reviewing
- Plusnet
- Date
- 2018-10-30
- Comments
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I made a mistake and joined plusnet , onj 3three seperate occasions they cut my telephone off , be cause they finalt admitted a member of their staff had made a mistake , they also cut my daughter off who lives 100 miloes awasy , LOUSY company
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2014-03-04
- Comments
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Service - what service!!
- Waiting times of 45 minutes for technical help or 30 minutes for customer service. I logged a complaint when I finally spoke to customer services about the long waiting times. It would be useful if customers could leave a telephone number and someone could call back as 45 minutes is a long time to sit on hold.
Speed - I was promised a speed of 7Mbs but have 0.7Mbs (speed with TalkTalk 13Mbs). I only moved from TalkTalk as I needed a static IP address.
The technical help desk could not fix the speed problem and took my phone number. I am waiting for them to call back. I wish I had read these reviews before moving to Plusnet.
- Location
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- Location
- Bolton
- Reviewing
- Plusnet
- Date
- 2018-09-16
- Comments
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I've been a customer for over a year people on the customer care line fantastic but the outreach engineer made me feel uncomfortable in my home with comments that made me frightened.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-05-08
- Location
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- Location
- norfolk
- Reviewing
- Plusnet
- Date
- 2022-05-14
- Comments
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when I signed I was supposed to get a cash back voucher but when I tried to caim the £75 voucher PLUSNET said the offer had expired even though they where still promoting it.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2016-01-15
- Comments
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Avoid! I have just been charged £30 for cancelling my contract outside of my 12 month period that I signed up for because they say they have to cancel the line. I argued that I didn't want the line cancelled because a new person was moving into the property and she wanted the service continued. They told me this couldn't be done, even if she signed up to a new deal before the cancellation date I had given them. Now it appears that she will have to pay to have the line activated.
I have never had this problem before and it seems entirely wrong to me.
I could understand it if I just simply decided I didn't want broadband any more but I am just moving house and want to stop paying for broadband on a property I no longer live in.
The service was quite reliable while I had it but please be aware of the hidden charges which were not explained to me when I took out the contract. I wrongly assumed that one the 12 months was up I would be free to go. That is not the case.
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2015-07-17
- Comments
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Does what it says on the can. I am an IT professional and this is the supplier of choice for most of my colleagues. Why? Well everything can go wrong and it is how you put it right that matters.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2018-11-29
- Comments
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The customer support team washed their hands of a problem when I now realise it is quite common. A blame someone else culture
- Location
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- Location
- Glos
- Reviewing
- Plusnet
- Date
- 2018-09-05
- Location
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- Location
- St helens
- Reviewing
- Plusnet
- Date
- 2017-10-16
- Comments
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Please don't go with this company.. dreadful at getting through.. lead me to believe a technician would come out to install my broadband.. then got an email to say my router was in the post..cheap plastic router arrived.. I rang to cancel and was told they would bill me £240 on top of my £80 I had paid to "install" my broadband..review review review first before you agree to sign up with this company
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2021-05-24
- Comments
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I ordered my broadband connection from Plusnet on the 20th April for connection on the 27th April. As of today, 24th June I have called Plusnet at least 17 times, each time they have raised my issue with Openreach and I still do not have an internet connection in my flat. I am supposed to be working from home. Their customer service staff seem to be doing their best, but they cannot give updates where none exist, and when updates do happen they are all contradicatory. Utterly appalled at the incompetance of this company.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2015-03-23
- Comments
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Do not believe the spin they give you in the ads about great customer service - they are very poor. On several of the occasions where I had to contact them I was hanging on hold for half an hour - and not very helpful when I got through. Other nonsense included them telling me at the start I could get a new router at any time and then when I tried to do that they said no, it was for new customers only. Glad to have left them. Even TalkTalk is better than Plusnet, I'm afraid. Best avoided.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-08-13
- Comments
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I am very disappointed with Plusnet. Customer service and troubleshooting are so slow and inefficient when I need a little assistance to improve the speed and get better coverage around the house. Definitely not worth our money with the fibre band.
- Location
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- Location
- North East
- Reviewing
- Plusnet
- Date
- 2016-05-06
- Comments
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Rude customer service, poor broadband connections and very expensive. I was a customer for 1 year and have never experienced such rude and unhelpful customer services. Now switched to another provider. The plusnet adverts really made my blood boil as their service is complete opposite to what is advertised, they should be done for false advertising. Complete set of idiots, they dont even deserve 1 star ratings.
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2018-03-23
- Comments
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We discovered that someone that did not work for our company had set up a personal Plusnet account. When we reported this they not only refused to close the account but continued to take money for a year before finally admitting via a web chat that we were in no way liable, We cancelled the payments only to have the "debt" passed to their collection agency. We have been advised that they have behaved illegally and are in the process of complaining to the ombudsman and making a claim against this outfit.
- Location
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- Location
- Bridlington
- Reviewing
- Plusnet
- Date
- 2018-01-18
- Comments
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Awful service, over a month and still not connected to the internet. Found out same as John Lewis, both should not be touched. Customer service is useless!
- Location
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- Location
- Calne
- Reviewing
- Plusnet
- Date
- 2017-12-25
- Comments
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DO NOT USE PLUSNET be clever unlike me and avoid this provider. First no internet for 3 weeks due to people not doing correct processes and sending out a router. Then I get 2 neither work...q..bt engineer 1 hour later it's working! For a few days. Consistent ongoing wireless error mostly not working when I ring no one cares just says it looks fine and they'll report it. Final straw Christmas day and kids have waited all year for xbox 1 s ..the result is crying a lot! Because Xboxes don't work without internet can't even watch a DVD. The best bit is now they've messed about so much I'm in contract up to my ears at a cost of £209 to leave. I'm broken
- Location
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- Location
- Fareham
- Reviewing
- Plusnet
- Date
- 2018-03-25
- Comments
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We moved to Plusnet 3 months ago and since then haven’t been able to download a TV program to watch. Appalling service in my area.
Am I fed up? Yes. Do I regret moving providers? Yes.
- Location
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- Location
- Chorley
- Reviewing
- Plusnet
- Date
- 2018-08-08
- Comments
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Having previously read about Plusnets supposed great service I signed up for an 18 month contract. I was disappointed throughout due to the broadband regularly dropping out, in every occasion I rang customer service I was met with at least a 15+ minute wait to be answered, even the so called live chat took 17 minutes to be answered on the time I chose to try that. I moved to Virgin media the other day, I had provided Plusnet with their required 14 says notice, they sent a letter to acknowledge. I cancelled the direct debit with my bank. To my horror Plusnet took a payment from my debit card without my consent or knowledge (previously paid for initial set up as required by them via debit card), this is a disgrace and surely unlawful given the fact it was cancelled, and what gives them the right to keep my debit card details once a direct debit had been set up and used for the remaining 18 months. In the process of getting my money back and bank cancelling them from taking future payment from debit card. I would not recommend Plusnet, and will never use them again.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-01-29
- Comments
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Absolute dire customer service. Constant lengthy queues to get through to speak to anyone - promise of calls back from Manager - as they are never available (which don't happen) Calls not returned, instead receive emails (if lucky) which I am unable to reply to (as account closed). Would not recommend this company to anyone.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2019-01-29
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2018-08-05
- Comments
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I have been with Plusnet for years but am leaving now for EE. When it's running well it's fine but when you need to contact customer support everything changes. A few weeks ago my service went off and I waited 25 minutes to get through to customer support. This week I waited 25 minutes and still didn't get through. Phoned back and waited 40 minutes without getting through. Phoned customer support and waited 20 minutes without getting through. Signed up with EE for a much better deal !!
- Location
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- Location
- Peebles
- Reviewing
- Plusnet
- Date
- 2020-11-16
- Comments
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Can i just say ive never had a worst broadband service ,slow to load , not good in other rooms tv, slow to load, none of my other providers have been as rubbish as this , will never use PLUSNET again wish id never changed
- Location
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- Location
- BELFAST
- Reviewing
- Plusnet
- Date
- 2021-11-26
- Comments
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Shocking treatment from Plusnet, having been with this company for nearly 6 years they cut us off without warning due to their incompetence. Left without Internet and landline for 8 days now and they phoned mobile yesterday to inform us we can't be reconnected - something to do with copper fibre. Going to have to wait 10 days now for a new provider to install and we will lose our landline number also. I work from home and it has been an absolute nightmare. I would avoid Plusnet at all costs, conflicting versions of why we got cut off by different members of staff. Not truthful.
- Location
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- Location
- wf11
- Reviewing
- Plusnet
- Date
- 2020-12-09
- Comments
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worst wifi ever, i live in a small 1 bed,1room ,1 kitchen and a bathroom,you would think in such a small property the wifi would be excellent, plus nets answer was go to fibre at a higher cost, this i did and was provided with a new (different style) router, omg the wifi is even worse, i have had to buy 2 cables to connect my 2 tv's directly to the router, can't wait till my contract ends so i can go with a better (hopefully) company.
- Location
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- Location
- south-west Scotland
- Reviewing
- Plusnet
- Date
- 2016-11-28
- Comments
-
I have been with Plusnet since the spring of 2010, apart from once when they were down, therefore you can't check as you have no internet, I have never been disappointed. I have unlimited broadband only as yet, I don't have another package with them, but I can say I have had nothing to complain about and I'm happy with the speed and reliability, of course it can always be improved.
- Location
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- Location
- North London
- Reviewing
- Plusnet
- Date
- 2015-12-08
- Comments
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DO NOT go with Plus. I have been with them for several years now but this year the connection drops all the time, even though I'm in North London, hardly the Outer Hebrides. They sent me nerdy instructions which I followed to the 'T'. Lo and behold the connection drops off all the time, several times a day. Useless, am planning my escape.
- Location
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- Location
- South Norfolk
- Reviewing
- Plusnet
- Date
- 2016-10-08
- Comments
-
I wish I had read these reviews before being duped in to signing an agreement with Plus Net. I have to ask where the hell is OFCOM allowing Plusnet to provide such shocking service? Where are our customer rights? If I stop paying my DD I'll be taken to court so what other options do I have?
From the day I signed my contract I have experienced nothing less then abysmal service for all aspects. The audacity of Plusnet to they'll only visit my house if I agree to pick up any costs should the fault not be their responsibility. As I pointed out to them I have moved to a brand new house, their engineer installed the line, they provided the router, they set everything up on a 'virgin' site.
I worked from home yesterday. The broadband was so slow I nearly missed deadlines and I now have to work on a Saturday to catch up. The router was restarted and my partner even logged off his laptop to see if the speed would improve - wishful thinking. As I was working I was listening to a documentary on iplayer. The one hour documentary took 5 HOURS to complete because of the buffering. It now Saturday morning and I thought I would watch The Last Leg on All 4 on my brand new TV. It's been on for 45mins and I'm not even through the introductions of the first part before break..and would be the point of complaining to Plusnet?
I truly haven't experienced such awful broadband (even PSTN was better). And one final point, my neighbours on the development don't experience the same problems with their service provider.
So, in a way I feel a little better to read that others have the same problem but angered even more that Plusnet continue to take our money, advertise as the best and take no responsibility for clearly thousands of unhappy customers. If they are not prepared to do anything we are all tied in as good, hard working consumers paying our bills with clearly much greater integrity than Plusnet which gets us no where.
If you read the reviews and still take an agreement with Plusnet document all your dates, calls and emails with them so you can keep track of the process and good luck.
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2019-04-10
- Comments
-
15/3/19 Decide to join Plusnet due to positive reviews and my son having joined recently with no problems.
Supposed to go live on 29/3/19
On 25/3/19 no router had arrived. Tried to call but waiting time was too long for me to wait. Tried online chat, all lines busy.
I then went away for 2 days. On return on 29/3/19 no router or Royal Mail red card. My previous provider had disconnected the line so I had no internet.
Tried to track order from email with link to ‘track your order’ to be informed that I had no order.......
Rang customer services. Explained. After checking, member of staff said the router would be delivered in 2-3 days and apologised. I asked about compensation and was told I’d have to call back after set up to claim compensation.
1/4/19. No router. Rang customer services. Was told the router would be 4-5 days. I said that I was told it would be 2-3 days and that it hadn't arrived. I was told there was nothing she could do. I again asked about compensation and was told that I would get refund of the rental for however many days I was disconnected. I asked if she thought that was sufficient. I rang off.
2/4/19. No router. 14 minutes of online chat waste of time. Was told there was billing error on my account........Offered me one month line and broadband rental refund. He didn’t answer my questions. When asked when router would arrive, was told 3 working days. Online chat recorded.
Simultaneously got email saying my hardware had been ordered and would be 3-5 working days....
14.27. Rang customer services again..... was offered £40 to go and buy a router. Told 3-5 working days for theirs to be delivered. Asked to speak to manager. Said I didn’t want to buy router as I knew nothing about them. Asked why their router could not be sent express delivery. Their routers sent out from warehouse not them. Explained it all. Data on my mobile running out. Error made by first person who took order? Manager will look in to it and get back to me within 2 hours. This call was 22 minutes.
Manager called back as promised. He’d arranged router to be sent out recorded delivery and gave me delivery tracking number.
His confirmation email said that the agreed ..... was ‘XXX’....... phone call agreement was £30 credit.
7pm. Tried to track router on Royal Mail. Not trackable. Tried again at 11pm. Still not trackable.
3/4/19. 7am. Router still not trackable on Royal Mail
9.42. Tracked again. Royal Mail saying it’s been delivered. I was in at time of delivery so it had been delivered wrongly. Eventually went to neighbour the other side of estate, not in. Back home to write letter, delivered it. Owner of other house (not my address) contacted me having picked up my letter.
Got back at lunchtime and collected the TWO separate routers sent... the address on both parcels was wrong. The first one I opened had wrong power cable. Luckily 2nd parcel had right one. Connected computer after some help from Technical Support. Phone and printer also connected.
Later:
Smart TV not holding connection via WPS. Dropped connection every time I turned TV off and I had to reconnect by pushing WPS button and starting again. Rang TV company. They found same problem. Suggested it was router at fault as TV had worked perfectly with previous provider.
Ookla speeds through the night poor - worst at 7am when upload was 0.02.... best was 35 so average well below 38/40 for which I am paying.
4/4/10. Tried Smart TV again. WPS lost.
Rang Plusnet. 31 minutes later got answer from Technical support. Established it was probably faulty router as I had suspected. Told they’d send out new router. As I had been sent 2 routers in error, I agreed to change routers as most likely problem was that. Now have to reset phone, computer, printer and TV.....
4/4/19. Installed new router. Connected computer, iPhone and printer. WPS on Smart TV still very dodgy but appears to be working and not disconnecting every time.
Speeds extremely slow - often less than 1......
Online chat said the speed to my property was 38 - of COURSE IT WAS!!
Changed channel - speeds slightly better but nothing like 38 - 40.
Have asked for increased compensation as Plusnet is part of BT who have signed up to Offcom agreement at £8 a day. I had no internet for 5 and a half days. Awaiting answer.
Totally fed up with the whole service and after all the t5ourble, still got slow speeds.
- Location
-
- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2022-03-04
- Comments
-
4 weeks after moving house I still have no wifi. I have phoned 4 times and been told (after being on hold 45 mins+) many dates my wifi would be on none of which have happened. I have no mobile data signal or phone signal at the flat and can’t answer my phone at work (hospital) but have been told I cannot be contacted by email even though their ‘helpline’ closes 30 mins after I’m home from work so I have to phone them on my weekend. If it wasn’t over £100 to escape this incompetent contract I would have. DON’T recommend!
- Location
-
- Location
- Bampton
- Reviewing
- Plusnet
- Date
- 2020-03-16
- Comments
-
Avoid this shark company we moved house the broadband didnt work i withheld payment until it was fixed and now they have charged me £300 and disconnected my service + put bailifs on to me. We now have talk talk its much better, faster and the customer service is great..they actually answer the phone.
- 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.