3,751 Customer Reviews over 94 pages
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- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2019-05-01
- Comments
-
Hate this company - honestly run a mile. They messed us around for months when our internet speeds were not even 1/4th of what we were paying for only to tell us they had connected us wrong and people across the street were getting our faster speeds - no refund and even now speeds are a joke and constantly disconnects, can't handle any more than one person using it. I will be switching to another provider as soon as contract ends - oh and they increased the price mid-contract so don't let the advertisements fool you
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2017-09-07
- Comments
-
Awful company. I was with them for 2 years and in this time I had 2 two week internet service outages. I had to fight to even get a pro-rata discount and they prevented me going to a cable provider when the line was down without a huge penalty, which would have given me my internet back. Customer service is awful.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2019-10-21
- Comments
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Ping variations, slow upload & download speeds, cut outs, a router that can barely reach 1 room away... you name it.
Plus net should be liable for false advertising because not only is the service disgustingly bad but the customer service is one of the worst out there.
I feel for the poor internet engineers that plus net send to us because they’re convinced it’s a line fault. Every engineer says it’s fine, “it’s plus net that’s the issue” and plus net customer service just run around in circles. This is the least reliable internet service out there.
Months of issues and ringing plus net constantly lead us to this conversation:
C: “I’m sick of having to ring you constantly”,
PN: “Well I can see you’ve used over 500GB this month”,
C: “I pay for unlimited download...”
PN: “yes”
Plus net ran out of excuses so flipped to blaming me for using the service I pay for, my job is in technology.
I could honestly write an essay longer than my Master’s thesis in how wrong and bad plus net are. DO NOT USE THEM
- 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
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2017-10-27
- Comments
-
The service was never reliable if more than one Person was using the wifi it didn't work ended up having to use it one at a time ! Then my contract ended February but I kept just paying monthly I canceled the service in July as we moved house and they carried on taking the monthly payment up til 6th October using someone else's card details they had stored from a previous payment, these payments were not authorized by the cardholder and the account was nothing to do with them whatsoever but they will not refund the money they have stolen absolutely ridiculous when you try to ring to sort anything out you end up in a queue for 30 minutes to then be fobbed off by unhelpful customer service advisors, this company has caused me so much stress and trouble as the person whos card they used at first thought I must have been using it fraudulently it's a complete joke of a company and I wouldn't recommend them to anyone
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-12-21
- Comments
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I had poor connectivity and a droppy connection they either couldn't or wouldn't fix. Their customer team is decent, though they give out passwords far too easily (and can see them in the clear...) and in general seem amateur. Wouldn't use again.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2018-08-08
- Comments
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I have had nothing but trouble since transferring to Plusnet. I was given a date for connection and this was not met (over a 1 week delay and no contact to let me know). I was fobbed off for a week with various excuses, before threatening to leave and suddenly being told I was connected 20 minutes later. However, my troubles did not end here. My connection still wasn't up and running because they had entered the wrong details on my line, so it took another call lasting over an hour to get it finally connected. My unlimited broadband was actually slower by about 10MBS than my previous standard broadband and the upload speed isn't even worth speaking about, it's so slow. Having spoken to someone today, I have been told that I have been connected to standard broadband, rather than fibre as per my order. I also continue to be billed by my previous provider so Plusnet have not even completed the switch properly and I'm now paying two companies for a service I cannot use. Annoyingly, the other company is actually Plusnet trading under a different name (John Lewis) so I'm really paying Plusnet twice for a service that doesn't work. Each time I call Plusnet I'm in a call queue for at least 40 minutes only to be fobbed off, told to call back and speak to a different department, given wrong numbers etc. I'm so disappointed in the service I've received up to now. I have been told umpteen times that my issue has been rectified only to find out that it hasn't later. When I have asked to speak to a manager I'm told that someone will call back and no one ever does. When I have asked to leave I've been told that I will then be left with no phone or broadband, so another inconvenience - not customer service at all, just fine, we're washing our hands of you. Terrible. As soon as I can leave I will, and I won't be going back.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2014-08-05
- Comments
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Be wary when joining if you ever plan to switch away. I was with Plusnet for many years, decided to switch away, then got 5 emails and a text demanding money after the switch date when I was no longer a customer! Plusnet said they weren't notified of the switch (even though it's automated), so I had to pay for 2 weeks after the switch date and then another 2 weeks after that to cover "notice" which they already should have had from the automated switch-over, then pay £30 fee because the new provider "wasn't on their network". None of this is clear or fair, but it's all buried in the T&Cs so you're stuffed. All that money and years of being a Plusnet customer and then they screw you for a few pounds if you try and leave. I've put in a complaint and another to Ofcom. Shameful.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2019-03-26
- Comments
-
Terrible service and attitude towards customers appalling. Left due to broadband service been very poor even though was sold fast fiberoptic. Cancelled direct debit and now they have sent my account to a debit collector even though they advised me to cancel the direct debit??? No one from plus net will talked to me or give me contact details of who to contact to get it all sorted. Would not recommended at all!!!!
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2018-06-25
- Comments
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Been with Plusnet for ages and please for the love of god do NOT go with them. I honestly regret it so much. We have lag so much and when we call up about it we are greeted by "there's nothing on my end"!! Well it's happening on someone's end and it isn't ours as we only have one thing running at the time.
Speed is ****
Internet is horrible
Plusnet is just pure dog doodoo
- Location
-
- 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
- Sheffield
- Reviewing
- Plusnet
- Date
- 2020-10-12
- Comments
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Connected today. The broadband speed is well below the guaranteed speed but it is impossible to speak to someone and there is no chat line open. My minimum guaranteed speed is 31mbps on a 40mbps package and I am getting 20mbps. My previous provider (Vodafone) was a 35mbps package and I was getting 33mbps from day one consistently. I wish I hadn't chosen Plusnet
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2017-12-19
- Comments
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Just changed from Bt as they were getting too expensive and broadband service was poor, always cutting out. It was so easy to change over, plus net did everything for us including cancelling BT. The changeover only took two weeks, we kept our own landline number, so easy. The lads at customer service were pleasant and helpful. Let's see how it goes.....hopefully good service will continue.
- Location
-
- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2016-10-22
- Comments
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The worst broadband I have ever used. poor service, I pay for up to 16.5mbs, I get 2mbs, my upload speed is 0.20kbs and my ping is 199.4. it cuts in and out. it is really really slow. just loading google takes forever. I have talked to them on the phone and on live chat, and they say there is no problem. and that is the speed I pay for. but the thing is 3 weeks ago I was getting 16mb on this speed checker, so how can it drop so much, to the point you can not view youtube, check bank balances, and stuff like that. they have a moto, plusnet we do you proud, I have another one, plus net, we don't deliver. my mum has the same problem at her house, and she is 8 miles from me, and my dad who lives in Doncaster warned me before I even took the contract. and silly me went for the contract for the £50 cash back. I was better staying with fuel, who were always good to us. I think this is the worst internet service provider we have ever had and we have probably tried most of them.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2019-01-12
- Comments
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Overjoyed to be getting virgin instead of plusnet on monday. Shocking. Most of the i was getting 2mbps and i couldnt get anything better because i was told they dont do a better package in my area and was stuck in a year contract with them. The bill suddenly shot up to £30 from 25 without warning too !. £30 for 2mps.. do one plusnet !!
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-05-19
- Comments
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I have been with plusnet for 6 months and had constant problems, 8 engineer visits and still no interent. i was promised 2-4 mbps and only receiving 0.4mbps.
Customer services are shocking and do nothing, the worst internet provider out there.
Plusnet lie and say it takes 10 weeks for interent to stabilise but they do this so you cannot cancel.
Stay clear of these cowboys
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2020-02-07
- Comments
-
Plus net throttle you.
If you are a gamer or need a stable connection for your job (like me), anything more than a 3Mbps usage and they throttle you, even with an unlimited plan. To put that into perspective, that's watching a video in 480p, connections in the 90s were of a better standard!
Plus net have sent engineers round to 'fix the issue' (who all agree with me how bad plus net is), however this issue can't be fixed by new wiring or anything, it's their service system that actively discourages you to use the service you pay for.
Despite Plusnet having no kind of usage limits and promises to not throttle customers, they skirt around this by increasing ping and ramping up and down the upload speeds so the download speed (the one normal people pay attention to) seems to be fine when they are in fact throttling your connection. Absolute disgrace, I will not be back, an extra £10 a month for dial up would be more reliable and better value.
Beyond throttling, customer service have no IT knowledge and the longest wait times of any service I've ever used. Their WiFi router is prone to over heating and has a terribly weak signal, 2 walls or 10m of free air is enough to stop the signal, this doesn't provide a good connection for a flat nevermind a house.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2016-10-23
- Comments
-
When ringing customer service it take between 30 to 90 minutes for them to answer.It would be quicker to catch bus to town and see them personaly.
As for broadband speed very slow if it works at all.
We were with plusnet a few years ago and it was so different not a problem with anything.But now their customer service is terrible When I informed a tech guy that I was recording the call he got all shirty and said it was against the law unless he gave his permission.Then he said it was being recorded att his end anyway but I said "you didnt tell me and if its ok for you then its fine for me" He then refused to put me through to a manager saying that there wasnt any available. I pointed out to him how a call center worked HE DIDNT LIKE THAT!
I have found plusnet to be [1 word] CRAP. In all aspects of their customer service,customer care,and over all satisfation.
This company is the pits and as a sheffielder I am absolutely ashamed that this company has anything to do with Sheffield.
Please avoid like the plague.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2017-07-29
- Comments
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No idea about speeds or reliability. It took them over a month to get a phone line active and when I rang there was no record of any appointments fpr an engineer to install broadband. Customer support are very difficult to get hold of and don't address grievances. Also very difficult to get a customer complaint email address mostly have to wait 30mins ish for online customer chat or phone.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2016-07-24
- Comments
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Pretty poor really at first it was great, even had a good signal in my attic room for months. Then it went down for a week, the first visit was no fault but it still wasnt working. The second the wire in the box was at fault. After that it was never the same but not faulty. Signal drops and it never works very well at the weekend. i spent a few months assessing BB speeds to see if it was upto 76mbps but was on average around 20. This did my head in as I was paying for speeds I could never get. Even though it was incredibly low it wasn't classed as enough to warrant and early fee free cancellation, because of the waiver about distance etc. Thank goodness they are changing prices in september as that means you can leave for free! They pride themselves in customer service, not quite sure what this means???... so at least when they sell you a crap product they'll be nice to you
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2018-07-10
- Comments
-
Absolutely disgusting company. Drug addicts are treated better than their customers. Never had to deal with so many rude people in my life. Avoid at all costs.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2023-01-17
- Comments
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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.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-04-01
- Comments
-
Service has seriously dropped off in recent months....waiting times for any technical support are ridiculous....said 15 mins, as I type this review 30 mins so far. Last call a few days ago..Technical Support guy clearly wasn't a technical person and couldn't help. Not sure what's happening at Plusnet but they're certainly not the high quality and high value provider they used to be.
- Location
-
- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2015-02-05
- Comments
-
i Signed up for Fiber beginning of august 2014, was advised it would take up to 4 weeks to complete the installation.
5 months on and countless lies, miss-information, line faults and even blackmail from plus-net support, the fiber broadband was finally installed.
i was also told i would relieve 3 months of the package FREE and that they could do me a better deal on the package i previously signed up for in august.
this information was also lies.
i am now having to pay the 1st 3 month despite being told it was free, and my overall bill has been reduced by about £1 a month (£15 over 9 month period) and then for the remaining 9 months it goes back up to full price!!
in short i have received little to no compensation for the hassle and stress caused by the miss-information, lies and blackmail this company seems to revel in.
i would not be with Plus-Net had i not been blackmailed into staying by their cancellation dept.
i would not recommend this company to anyone.
Sign up at your own risk!!
- Location
-
- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2018-02-01
- Comments
-
Plusnet has the worst customer service ever and they have an ad running on TV saying they have been voted as best at customer service.....PLEASE!! Their **** internet stops just randomly during working hours and their customer support agents are best at just saying there is some problem with the router and hanging up. An absolute Abomination and waste of money.
- Location
-
- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2016-11-05
- Comments
-
Been a customer for several years. Router stops working properly and they want £90 for a new one or a new contract signing. Website says router is "worth £40". I was told repeatedly to change router channels and re boot it, which I did but none of which ever worked. Today spent 20 minutes on the phone and still on hold without speaking to anyone. Started switch process today. Unfortunately from my experience, performance and customer service has become far removed from their claims in TV adverts.
- Location
-
- Location
- SHEFFIELD
- Reviewing
- Plusnet
- Date
- 2019-05-06
- Comments
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I have actually told Plusnet I spend more hours over the last 2 years on hold or speaking to their agents than my own family. I have wasted days of my life trying to find out why I had being cut off for no reason, charged double or whatever they make a mess of that month. I honestly feel like poking my own eyes out with 2 blunt pencils this company frustrates me that much! When my contract is over I will be going elsewhere. Shame, as the actual fibre is good. (if not disconnected for no good reason) Plusnet staff and departments do not internally communicate with each other the way they should, which is their major problem. When the new billing system went live it stitched all of its customers up so beware of being billed double.
- Location
-
- Location
- Sheffield, UK
- Reviewing
- Plusnet
- Date
- 2018-10-07
- Comments
-
Perfect since the day it got activated. Top and consistent speed 24/7.
- Location
-
- Location
- Sheffiels
- Reviewing
- Plusnet
- Date
- 2017-12-16
- Comments
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Constantly lost connection. Speed was average at best. Lost count of how many times I contacted their team for advise to fix the problem (1 minute wait 24 hours - due to 'high volume of calls). Never resolved. Ended up switching providers despite them saying it wouldn't make any difference. Not had a problem since. Charged £108 cancellation fees despite only 1p a month left to pay. Waste of time. Don't go so cheap
- Location
-
- Location
- Sherborne
- Reviewing
- Plusnet
- Date
- 2020-11-11
- Comments
-
Terrible service, I’m lucky if I get 0.7 mbps on a regular basis after being promised a minimum of 2 mbps. Very, very sporadic broadband speeds which leads to frustrations daily.
If you want a cheap experience this is the company. I will be switching very soon.
- Location
-
- Location
- Sherwood Ave, Hedge End Southampton
- Reviewing
- Plusnet
- Date
- 2016-02-01
- Comments
-
I changed from TalkTalk to PlusNet to better my broadband speed. With TalkTalk I could not get on line or stay connected. With PlusNet I can get on line but because the speed is 1.5Mb I cannot download anything even my computers auto updates. Its time to change
- Location
-
- Location
- Shipley
- Reviewing
- Plusnet
- Date
- 2017-05-19
- Comments
-
Not bad. Quiet good.
- Location
-
- Location
- Shipley, West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Though I was offered an upto 16Meg line in fact speed was clearly limited to 12. I had 16 from previous and subsequent providers.
On leaving I am having a nightmare with their customer services where, in spite of their agreeing I am due a refund I haven't had it for months and they are chasing me for money they agree I don't owe. God knows why they're rated for customer service as calls to them are never answered in less than 15 minutes and it has become clear their front line staff are unable to resolve problems due to poor procedures.
- Location
-
- Location
- Shotts
- Reviewing
- Plusnet
- Date
- 2017-04-15
- Comments
-
i am happy with plusnet service
- Location
-
- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2016-01-20
- Comments
-
We had an agreement with Plusnet for our phone and Fibre broadband to move to our new house on 15th January. I waited in for the engineer but no-one turned up. I called and was told that plusnet had not ordered the internet from BT and I could only get ADSL at the new house - did I want that instead? I had to push the point and get them to look harder to see if we could get fibre. We are only moving 2 doors away and the wire goes to the same box as our previous fibre. In the end they agreed that I could have fibre. Internet was not ordered by plusnet until 19th as they had to wait for 'tags to be updated'. I had been told that installation was usually within 5 days of the order, depending on BT engineer availability, but was in fact often quicker. So would I expect installation by the 26th perhaps at the latest? No, in fact the latest is that it won't be installed until the 9th February at the latest. It is not Plusnet's fault of course and that is a running theme in every complaint I have read about them - they do not take any responsibility for their own mistakes or make any effort to rectify problems for their customers. The advertised promises about their customer service are rubbish!
- Location
-
- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2017-12-28
- Comments
-
Joined plusnet aug17, was previously with sky and contracted ended so price went up to 40 a month for really slow regular broadband. Switch over was super smooth and everything went on time. Unfortunately the speed in my area is really slow, had email from plusnet that i could quit my contract free of charge, but with them being the cheapest i thought i might as well stick with it. I'd been with Plusnet before when living in Leeds and never had a single issue in 3 years. Would choose any day over BT, when with BT internet cut out every time phone rang and BT fibre said it was nothing to do with them despite being a BT phoneline. Back to Plusnet - called them regarding slow speeds, customer service was great - answered after 2nd ring, upped my speed, sending an engineer out in 5 days to check lines as they said there was a problem. Will likely stick with them once fibre is in my area as they are reasonably priced and always feel their customer service is good. I know some others have moaned about service etc but in my experience over several years I have always found them to be a good provider.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2016-02-05
- Comments
-
Broadband buffered a lot, dropped connection frequently. Customer service was truly horrible - they send chirpy emails, but then turn really nasty. They defaulted on our contract by putting the price up, then charged us a cancellation fee when we went elsewhere. They email you for free but you can not reply to emails and have to spend a long time on the phone listening to terrible music while they ignore you. We'll never use them again
- Location
-
- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2017-07-28
- Comments
-
Have been with plusnet for years now and the service has gone right down hill. Over the last 2 years I have been lied to repeatedly by customer service advisors which has resulted in being charged more for a shoddy service. I could go into details but just don't bother with them save yourself time, effort, stress, money and phone credit. AVOID AT ALL COSTS.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2018-07-31
- Comments
-
What a bad experience. As I could not compleate my purchase of a sim only on contract over the internet I phoned them up. Explained I was doing this for my farther who was not well but by me. He said he had to speak to my farther. He was explaining things to him that he did not understand. After 10 miniutes he handed the phone to me. I said he did not understand and I would sort it out. I was told he had to listen to it and to hand it back to him.
I said just forget i, and put the phone down.
I tried to order over the internet then, to be told I would not be able to have a contract with them.
He was abrupt and just went on and on. So I guess he blocked me from buying from them.
I then done it on the Internet with another company and was a better deal with more data and even £1.50 a month cheaper. There loss.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2016-09-15
- 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.