3,751 Customer Reviews over 94 pages
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- Location
- Falkirk
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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Placed an order for phone and broadband. Was given a date of 2 December 2015. Called to see when I was going to get my router and asked them to confirm when go live date was. It had been put back til 29 December. Later that day I got an email stating that they have changed the date again until 19 January 2016. I cancelled and went back to virgin. Their customer service is non existent and would trust them as much as talk talk with my details.
- Location
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- Location
- Harrow
- Reviewing
- Plusnet
- Date
- 2019-11-07
- Comments
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Terrible experience. Cut off our existing broadband earlier than we asked. Took over 3 weeks to set up our new broadband, after 3 weeks they still failed to! So we asked for a refund, which they agreed to. But haven’t received said refund and are having to contact them almost daily to try to get this done! So overall very frustrating and very much looking forward to the day that we get our refund and don’t have to spend ages on hold on the phone to them!
- Location
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- Location
- yatton kenyell
- Reviewing
- Plusnet
- Date
- 2020-02-03
- Comments
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What a load of absolute rubbish!
-the internet keeps cutting in and out!
-the router isn't powerful enough for all our devices in my house!
-cant get a signal anywhere even know its in the middle of the house!
-its a absolute faf to start up then its stops working!
Plusnet is the worst internet provider ever!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-12-13
- Comments
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Took advantage of a pensioner by overcharging for years. Then failed to honour the "upgrade" to his account after this was highlighted and continued to overcharge.
I only noticed again 6 months later that nothing had been changed as instructed. They said they "couldn't find" any records after telling me they would review the call, the recording of which then "went missing". For good measure they then just ignored all this and failed to get back in touch for a 3rd time.
If you're no prepared to monitor them all the time they will rip you off. if you're not tech savvy they will rip you off. Avoid.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2016-12-21
- Comments
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As a respected and major property business Director my credit score has always been excellent with no exceptions. I was invited to try the Experian Credit Report and was horrified to note my credit score was actually 'Very Poor' !! This was due a catastrophic error made by PLUSNET which states I owe £595.00 for some mystery plusnet mobile account.
I have NEVER had a plusnet account of any kind or had any contact with Plusnet however they appear to have randomly added something to their records which potentially could have a major impact on me and our business reputation.
Calling plusnet customer services was just a joy ! - 'Chloe' who eventually took my call and despite explaining the reason for my call asked for my ''account number/details' !! - explaining again I have NEVER had an account with plusnet therefore I have NO account details she abruptly advised she could no longer help as I had failed the security checks and hung up.
Clearly customer services isn't something plusnet have invested in which could explain why their adverts state they are the 'cheapest', it really all makes sense now !
I have gone back to Experian who will write to Plusnet but advise it could be at least 28 days before any response is received so in the interim it is unwise for me to apply for any kind of new credit facilities as these will be declined due to a 'very poor' credit score caused by plusnet's incompetence !!.
I have also written to plusnet and to the CEO Andy Baker however from reading other customer reviews it appears Mr Baker is also unconcerned with customer issues.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2017-08-25
- Comments
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I contracted with Plusnet to supply business broadband. This is the worst mistake I have made in many , many years. I am now into my third week since my first " engineer appointment" to sort out my telephone line. I would need an A 4 page to catalogue the sequence of events.
I am now waiting for my third five hour "slot" to attempt to solve the problem. I estimate that I have spent approximately 4-5 hours on the phone, to no effect.
I am losing the will to live.
I assume that Plusnet read these reviews and I challenge a senior manager/ director to contact me to try to resolve the problem. Although their employees are invariably polite etc they are repeating the mantra of a company with some of the worst customer service I have ever come across.
Take the advice of one who knows - do not under any circumstances contemplate dealing with this company.
- Location
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- Location
- Hastings
- Reviewing
- Plusnet
- Date
- 2018-02-09
- Comments
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If your thinking of going with this company beware. We had a terrible experience as a blind person ,which has ended up costing us our food and heating money for a week . I am blind and spoke to customer service about our treatment, they never had he decency to get back to us . They are unhelpful rude and really unprofessional. If you can go elsewhere .
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2019-02-26
- Comments
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Utterly shocking. After 2 weeks I gave up. Didn’t even manage to connect us! Partner unable to work from home, unable to use our other services. Ended up having my money back.
They didn’t even order the router or exchange work. Kept blaming Open reach and they blamed someone else. Not my problem!!!!! I just wanted to be “Done proud” Company is not organised, a joke.
Oh, the one thing that went seamlessly was the taking of my money, that worked.
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2019-04-02
- Comments
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One star is too generous. Absolutely the worst company I have ever dealt with, lied to, fobbed off on a daily basis, and still no broadband nearly 2 months later. Poor communication, terrible customer service and support and poor relations between plusnet and openreach resulting in problem after problem.
I have had over 15 promised 'live' dates with a problem occurring at each and every one. It'll be a miracle if I ever receive the service I am paying for at this rate. And to add insult to injury the thieving little crooks will not allow me to leave my contract without an exit fee.
Avoid Plusnet at all costs. Not worth the time or energy.
- Location
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- Location
- Greater Manchester
- Reviewing
- Plusnet
- Date
- 2021-05-21
- Comments
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Service provided is intermittent, working then failing for few minutes to hours or even days at a time. No issues with the line.
Been a customer for 9yrs and the service was once very good but has become very poor in the last 2yrs.
Renewal email not received and automatically changed my tariff to a much more expensive cost for exactly the same product being sold for less than my contract was initially, but I get irregular service...? Surly I should be on a better product at more than £12 monthly increase to the product on sale or what I was originally on considering I'm a "valued customer", but no, instead I'm subjected to abusive, ignorant and argumentative customer service advisor telling me my email settings must be sending their correspondence to junk regarding change of bill even though I receive their monthly bill's and junk emails on various offers to my inbox...very convenient for them. Instead of apologising for the missed communication (probably failed to send with one of the regular internet outages) the customer service rep was aggressive in his argument that he and plusnet were right and I was wrong and clearly wasn't a rep who stands by plusnet's own slogan "we'll do you proud"...sorry plusnet but I'm no longer proud to be your customer and so I've now cancelled my line rental and took my business elsewhere, hopefully I'll get much better line connectivity and customer service as a whole. I for one will no longer promote plusnet as a good all round service when I've received no service this time and as a once long time customer, I'm appalled. Be warned, dont take their awards as a guarantee to good product or customer service, it certainly wasnt award worthy what I experienced, but then again I was already paying and not a new customer so I guess I no longer qualify for the quality customer service experience they claim to have.
- Location
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- Location
- Eastleigh
- Reviewing
- Plusnet
- Date
- 2019-06-23
- Comments
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Awful service. Broadband is slow and unreliable. Router they provide has terrible range. Getting them to do anything about either is close to impossible. Avoid.
- Location
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- Location
- Wiltshire
- Reviewing
- Plusnet
- Date
- 2016-05-25
- Comments
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Word of warning never use PlusNet broadband. Absolutely disgusted to be told that they want £200 to cancel my account because of a house move even though I've been a customer for years. Be warned.
- Location
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- Location
- northants
- Reviewing
- Plusnet
- Date
- 2017-01-20
- Comments
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waited 3 months to change to plusnet nothing but problems everyone tells you something different appologies galore but nothing gets sorted.told us we had to have a new phone no after 40 years one call after talking to open reach and the old no was back.they are hopeless
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2020-05-29
- Comments
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Not quite so honest as they say, they increase charges when they promise not to.
- Location
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- Location
- edinburgh
- Reviewing
- Plusnet
- Date
- 2020-08-29
- Comments
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Stops you from torrenting
Stop you from torrenting. Just at the end of 1st month when they thought they were safe and hooked me into contract, they sent me a warning for downloading. First time that it has ever happened to me with any provider.
No customer service. Have to phone at 8am in morning or there is no chance of getting through. Promised 40mb download and I only received half that at 20mb. Be warned the worst of the worst by far. Vodaphone, Talk Talk, Virgin even better than this rip off. Suppose it doesn't matter if they give you half the speed they promise, cause your not allowed to use the connection for anything more than opening up a web page and viewing a youtube channel anyway.
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2017-10-10
- Comments
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I am furious at the service I have received from Plusnet. I changed to them as a result of some very positive reviews and they were very professional in setting us up. However, we were moving house and had a gap between selling and buying. Dates had to be amended and I was promised that there would be no problems. Nothing could be further from the truth. They managed to totally mess up, leaving our vendors with nothing and us having to pay for a service we couldn't use as we had not yet moved into the property. Their response has been woefully inadequate; I can't have a name of someone in charge to complain to, I have wasted a huge amount of time and money trying to contact them and they tell me that there is nothing they can do to rectify the situation.
I would dearly love to terminate the contract but the penalties are astronomical.
You can tell the quality of a company by their response when there is a problem and I would not recommend them to anyone.
- Location
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- Location
- norwich
- Reviewing
- Plusnet
- Date
- 2014-01-08
- Comments
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Broadband slowest around poor customer service and broadband keeps cutting out
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-12-12
- Comments
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Have been a victim of PlusNet customer "service". Waiting on the phone for up to 40 minutes before being disconnected on more than one occasion. Truly terrible customer service.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-03-12
- Comments
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It has been 15 days and Plusnet has failed to provide me a basic broadband service even though this was supposed to be an easy switch from an other supplier. Firs engineering visit was arranged one week after I informed that there is no service. And an other week passed with one missed engineering visit and assigning wrong type of engineer to the work. I had to wait at home for three slots (8 am to 1 pm) and now required to stay home again for a fourth time for another engineering visit. Nothing is so complicated than to start doing business with Plusnet. ı highly discourage anyone thinking to switch to them.
- Location
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- Location
- Willenhall
- Reviewing
- Plusnet
- Date
- 2016-09-10
- Comments
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Customer service is very poor and appalling. They made me to wait more than hour and a half just to change my address and get the refund because of the house move and to upgrade top speed or check the line at least if it's working properly. House move was arranged over 6weeks and they didn't even bothered to change it to my current address and didn't refund me the money for a month that we haven't used their broadband or phone services. On top of that when I went through technical team he says that we could have fibre optic broadband and transfers it to customer service without even checking the line is working or not. When I reach the customer service they say that there isn't a fibre optic line in place at the property?
They don't seem to know about their systems to check what's there what isn't. Finally when I got crossed about the again she said that a manager would ring me in an hour. I also recently found out that for leaving plus net in spite of finishing the contract they charge you leaving fee?
Ridiculous service.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-10-23
- Comments
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Plusnet have gone from good to very bad.
Most nights i am unable to connect due to
the very slow speed.
Trying to bid on ebay is now impossible.
NOT HAPPY !
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2020-05-29
- Comments
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I've now been 2 days without broadband since they took over my line, without delivery my router in time.
I'm having to have unpaid days off work as a result, and they just don't care. 'nothing we can do sir...' And they mention it in the router despatch email 'it'll take 3 to 5 days to arrive... We aren't liable for it being late etc etc etc'
In that case, don't dispatch it on a Wednesday and take over my line on a Thursday, you idiots.
Getting the router to me within 4 weeks was too difficult for them. How very embarrassing.
The problem is if I cancel, I'll have to raise a new order with someone else and be without even longer.
Avoid at all costs.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-03-09
- Comments
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Worst customer service ever!!! They don't even deserve 1 star. Very rude. They changed the terms and conditions without my knowledge. Also refused to give me the ombudsmens number. Lies lies lies. Missold me a package and now every i called to get the ombudsmens number they put me on exessive hold and then cut me off!!
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2014-06-12
- Comments
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Terrible customers support, slow broadband, 45 mins on hold normally when you call them, £30 to cancel.
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
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I Have been with Plusnet 20 years. You are just a number with this company now they have grown. "Dont Deal with this company" you will regret it in the end. had to pay over £200 to due to them cancelling my broadband. the contract was cancelled 12 months ago due to them saying we wasnt paying, BUT STILL TO THIS DAY WE HAVE BEEN USING THE INTERNET WITH PLUSNET.We only got a letter in the post today, they said we should have checked our emails that are on plusnet own site, we did but all the emails had been archived and deleted. i could go on and on with this. DONT GO WITH PLUSNET
- Location
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- Location
- Stroud
- Reviewing
- Plusnet
- Date
- 2019-01-04
- Comments
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They have fiddled around with the firmware on their HUB ONE ROUTER and now the dual band doesn't work properly with 2.4GHz signal becoming very weak, unstable and frequently dropping out. They are dragging their feet with a fix and in the meantime we are seriously struggling with certain devices. I recommend no-one joins Plusnet because their customer service is slow and inadequate when something goes wrong.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2016-06-18
- Comments
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I am amazed that Plusnet score highly in any areas. I joined in Sept 15 and have basically written the year off to maintain my sanity as it has been impossible to resolve continued issues.
* Customer Service - Up to 45 mins to get through and hours of calls with nothing resolved.
* Speed and reliability- Depends on time of day as they throttle the line at peak times. No other devices can be connected if i watch my Now Tv box including turning off the wi-fi.
Roll on September so that i can be free.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2019-08-04
- Comments
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I have lived in my current address for 7 years, have used 2 other Internet providers and have never had an issue before. However, I have had issues with my broadband as soon as i transferred to Plusnet. I called and was told the issues were due to the transfer and would settle within a couple of weeks.
The issue is that the router goes down and shows a red light along with a red 'b' then the blue light will come on but we are unable to connect any devices to the router for a couple of days. Then the router will randomly start working again and we will be able to connect to it.
The issues didn't settle, so i called back and was told it is a router issue, so i was sent a new router. The issues are still ongoing, so i have called multiple times and have had to change wireless channels, reset router, etc. Which has not sorted the issue. I called back today and have been told it is a router issue again, so am being sent a 3rd router in less than 3 months.
There are long waits for customer service and some staff have been awful and made no real attempt to fix this issue. One member of staff was great, but still unable to sort this issue. As long as they are getting Internet into your property they do not make any attempt to fix issues. Oh and apparently Plusnet does not guarantee that you can connect wirelessly to any devices. I have been told to buy a new router or use devices connected to the router using a cable. Which would mean phones and tablets can not get connected.
I will be making a complaint to the ombudsman and advise anyone else who has issues that are not resolved to do the same. I joined Plusnet because of the apparent awards for great service...... What a mistake!! Worst company i have dealt with for phone and Internet
- Location
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- Location
- Lowestoft
- Reviewing
- Plusnet
- Date
- 2022-01-27
- Comments
-
Worst Internet provider by a country mile.
I was informed by customer service to go and buy my own router if I wanted better WiFi coverage around the house.
Still no better, constantly cuts off and getting online via WiFi at peak times is a nightmare.
Avoid plusnet at all costs.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-11-22
- Comments
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Avoid at all cost! Worst company ever. Made mistakes in the contract. Customer service not helpful at all. Keep making mistakes in every step. Passed outstanding balance to debt collectors while ongoing complaint was not resolved yet. Customer service just repeating useless script over and over again. Can't speak to anyone who knows about a case.
- Location
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- 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
- Preston
- Reviewing
- Plusnet
- Date
- 2017-01-12
- Comments
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Day 2 after switching from BT with no internet. I work from home so this is disastrous. Have had to drive 200miles in to office. Have just had notification stating router sent out today and will be 3-5 days. I was told this would be seamless. Plus net have left me high and dry, but say they will refund my router carriage, big wow. If you don't care about possibly losing service for a week then this might be ok for you.
- Location
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- Location
- Ashington
- Reviewing
- Plusnet
- Date
- 2015-01-12
- Comments
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Rubbish no wonder it is cheap lost count the times I have had to phone them down to 1.5 will be moving to another company ASAP when contract is up having to phone again today another 15 minute wait
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-11-06
- Comments
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Well, ive done it, i am going to pay £316 early exit fee and have got a provider that has great internet speeds, no constant drop outs and good levels of customer service, good riddance plusnet, Plusnet NOT doing you proud
- Location
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- Location
- huddersfield
- Reviewing
- Plusnet
- Date
- 2015-10-15
- Comments
-
AVOID PLUSNET - Peter Kay might reckon these guys are just great but on every account they are terrible. I was cut off for 2 weeks phone and broadband - no help at all - you have to call them to find out what, if anything, is being done, as go through the usual 30 mins plus wait just to talk to a really unhelpful adviser who knows nothing and is totally demotivated and uninterested in pushing for any action. Speeds were below what was publicised when it did work. When you send them an email it took 10 days to get a response. DIRE - AVOID!!!
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2016-07-24
- Comments
-
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
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- Location
- Deal
- Reviewing
- Plusnet
- Date
- 2016-09-27
- Comments
-
For two years we had smooth and uninterrupted service from BT on Infinity 1 and then Infinity 2. We switched to Plusnet to save money, being told we would receive the same broadband speeds, but for over three months we have had a volatile and unreliable broadband connection, which fails completely for a prolonged period about once a week. Wait times to speak to Plusnet are outrageous - usually 45 minutes or more - and six long telephone calls have produced a lot of dodgy explanations and no fix at all. Plusnet won't fix the issue, won't send an engineer, and won't discuss releasing us from contract. We've been with them before and experienced their award-winning customer service - but that service is a long-distant memory now. They appear to be a company in crisis, and we certainly regret switching to them. We can't wait to get away!
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
-
Very stressful,
I would never recommend plus net to everyone
Bad service
- Location
-
- Location
- Luton
- Reviewing
- Plusnet
- Date
- 2018-09-05
- Comments
-
Such a bad start I cancelled before I gold even get my router from Plusnet. I paid upfront for the yearly coat, almost £200 and I received absolutely nothing for about 6 weeks. When I tried to contact them their customer service was poor. Very long waits on the phone, mostly incompetent staff when I eventually got answered, and online chat help no help either. When I finally asked to cancel and have a a full refund they messed that up too by giving me a mixture of multiple notifications that I'd cancelled one day and still giving me others about my order and account the next. Then they STILL sent me a router out. Clearly they don't have a communications system that is organised. Don't waste your time. It cost me wasted time, energy and money.
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-12-03
- Comments
-
Plusnet Joe had better start looking for a new job !
Plusnet what on earth has happened to your customer service?
Having been a customer for over seven years, I previously used to recommend them to friends, due to their friendly helpful customer service.
However due to recent supply issues and obstructive, manipulative responses received from their “CSC Analyst’s” I can no longer recommend PlusNet to anyone!
They now seem to automatically start with the presumption that any reported fault is in the customer’s premises and could not possibly be part of the external Openreach network.
There are serious problems with their communication (Lack of information and updates to their customers) and also problems with their billing system where they are charging customers the incorrect amounts and not as per their agreed contract.
I am not sure what has promoted this dramatic decline in service and current behaviour towards the customer, but they fail to take ownership of issues to ensure that their customers receive the service that they pay for and that PlusNet are contractually responsible to provide.
- 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.