3,751 Customer Reviews over 94 pages
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- Location
- Northamptonshire
- Reviewing
- Plusnet
- Date
- 2016-09-10
- Location
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- Location
- UK
- Reviewing
- Plusnet
- Date
- 2015-08-01
- Comments
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Awful! unreliable service. terrible customer service. spent hours and hours on the trying to get in touch with support. When finally succeeded, received very poor service. had to spend several days at home from work for technicians visits that did not solve the problems. tried to cancel service and switch to a more reliable provider. Had to spend hour on the phone to make it happen and received rude and unreliable service throughout. Stay away from Plusnet!!!
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2020-07-15
- Comments
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I understand that we can't get state of the art Broadband in our area but the speeds we have been getting since switching to Plusnet have been awful, always under 1 mbps, as low as 70kbps making working from home almost impossible. We get next to no communication back from then despite 2 phone calls which I was on hold for around an hour, and I have to log reports on their terrible web interface. I made a complaint again on Monday after we had constant dropouts and unusable internet on Sunday and Monday morning but have not heard back since, although the connection has improved over the last day. I would like some kind of money back due to our poor service over the past month but hear nothing back and I expect we will go back to having dropouts in a week or so as they clearly haven't fixed the fault yet, poor customer service, poor connection, avoid!
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2018-03-28
- Comments
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Very poor........frequent problems..........very long waiting times on the phone.
Stay away
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-07-31
- Comments
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Really disappointing, supposed to be business contract, but really cheap router cannot port forward for CC or CCTV. Customer service says they cannot support port forwarding. Not much use for businesses really.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-01-10
- Comments
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Its not the best but its cheap so not to bothered so long as it worked, then the price went up and all of a sudden its poor service for proper money and thats not on, you can contact them online etc, but not to cancel their contract, post or phone call it is.
- Location
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- Location
- Nottinghamshire
- Reviewing
- Plusnet
- Date
- 2018-12-28
- Comments
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What a complete waste of money plusnet is
We keep losing our broadband it took 3 days to watch one film on Amazon prime.
And we are stuck with them for the next 6 month's
Can't wait for our contract to end.
Plusnet dosnt do you proud it does your head in.
- 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
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-12-15
- Comments
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I wish i had never moved to plus-net. The service is awful you wait on the phone for hours! I've had broadband (supposedly) for 2 days and have spent most of that on the phone to them. The now want to charge me for leaving them even though the provide a service that does not work. Avoid at all costs!
- Location
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- Location
- Heathfield
- Reviewing
- Plusnet
- Date
- 2015-08-11
- Comments
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The installation was faultless. However, if you want to up grade your package or downgrade. You have to wait a full month before the change happens. There is a 30 min time limit on included international calls. If you go over this you get heavily charged for the call. The broadband speed is good however the signal isn't as reliable as it could be. When watching films you can tell that the bandwidth is being restricted as films don't play as well as at other times. The cost was ok as I paid in advanced. But I'm not sure if I stick with them.
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2017-09-16
- Comments
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Waiting times for contacting cust' services is ridiculous. BB is really unreliable, I wish I had stayed with Sky.
- Location
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- Location
- Salford
- Reviewing
- Plusnet
- Date
- 2016-07-23
- Comments
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Took over 3 months for them to set up my line. Once it was set up, the router they sent me didn't work. Took another 3 weeks to finally get internet. 3 days later they sent me another 3 routers...
Customer service is VERY poor
Internet service is also VERY poor. The router crashes constantly...
Do not use Plusnet.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2020-04-17
- Comments
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When changing to fibre broadband Plusnet messed up my connection and left me without any internet for nearly a month. They did not listen to what the engineers were telling them and so I had to finally cancel my service. They promised me a refund of the line rental I had paid up front then reneged on this. They promised me compensation for the lack of service and additional costs I incurred as a result of having no broadband and also reneged on that. It doesn’t appear to me that they can be trusted at all.
- Location
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- Location
- Portishead
- Reviewing
- Plusnet
- Date
- 2021-05-21
- Comments
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I moved across from sky when I saw an offer of an Amazon gift card in January. When speaking to the sky advisor he hoped that I didn’t have trouble as he has heard of a lot of issues and speed problems. I wish I had listened. I went for super fast fibre optic which I had with other companies with excellent results even on Wi_Fi. Working from home I need a reliable broadband however he Wi_fi download and upload speeds are terrible. Download speed has been max 25mbs which makes working efficiently impossible. In the T&C for the voucher it stated that you had to wait 3 months before it would be sent. I waited and spoke to an advisor who told me they never offered Amazon vouchers and I needed to respond to an e mail sent a week or so after connection.
Being greeted with just “hello” when calling is really unprofessional. Needless to say I can’t wait to get out of this contract. Avoid at all costs
- 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
- Norflok
- Reviewing
- Plusnet
- Date
- 2016-10-06
- Comments
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Absolutely terrible - took 2 months to connect and now a month later speed is beyond a joke. I have made them aware of the issues from the start and each time I am transferred to a different department then another department just to end up at the faults team. They 'do' some work on it/send an engineer out and it still isn't fixed. Then it's start the process over again. 3 times this has happened and I have had enough - rang them to tell them I want out and yet again it is referred to faults team as they need see if there is anything more they can do before they authorise the termination of the contract without charges.
- Location
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- Location
- Boston
- Reviewing
- Plusnet
- Date
- 2022-07-30
- Comments
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If you want to be lied to, if you want exceptionally bad customer service, if you to be fobbed of, if you a company that a manager will not make contact with you , if you want no phone and no internet then Plusnet is the company for you
- 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
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- Location
- Boston Lincolnshire
- Reviewing
- Plusnet
- Date
- 2022-07-31
- Comments
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In all my living years I have never ever had to endure such appalling customer service as I have received over this last week or so, I have been lied to frequently, made promises that have not been met, fobbed off , I requested to speak to a manager to discuss my issue and was told none where available and they require 72hrs notice to respond…. Still waiting!!… thank you plusnet you should be proud of yourselves…. Not… please don’t use this shambolic company
- Location
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- Location
- Bournemouth
- Reviewing
- Plusnet
- Date
- 2023-01-17
- Comments
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PlusNet are a Great service provider. I was with Virgin, who were fast, but unreliable. I'd lose connection for several hours most weeks. Then I went to Sky. They were reliable, but while they advertised 60mbs, (which it was at the hub), I got only 35 mbs when I tried wireless, and just 5.7 mbs when upstairs away from the hub. Now, with Plusnet, I get the reliability of Sky, with the speed of Virgin, and at a cost lower than both Sky and Virgin. Unless they really jack up the prices, I am staying put. Thoroughly recommended.
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2017-02-22
- Comments
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I have a reasonable service on my FTP line at home but wanted to open a business account at a different location. Just spent 20 minutes waiting to speak with someone to no avail so I think I will look for another provider.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2019-04-30
- Comments
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I had been with PlusNet for 12 years until recently.
In the beginning they were a forward looking company that employed technically competent customer service staff that understood what a static IP address, DNS records and Linux are.
Over the last 3 years (currently 2019), they have made gaff after gaff and I now actively encourage people to avoid them.
Customer service takes over an hour per call on hold and usually requires 3 or 4 calls to get anything resolved.
The final straw was a £300 phone bill due to someone hacking my line, despite the account having a £50 cap! This, followed by a price hike and refusal to match the "new customer" offers made leaving them a simple decision.
Good bye and good riddance!
"We'll do you proud", more like "We'll proudly do you".
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2012-11-09
- Comments
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Having read a series of reviews about BT, Talk Talk and Plus Net, it's clear that every provider has at least some dissatisfied customers. I've been with Plus Net for nearly 10 years and their reliability and technical support has been superb in that time. Yes, we drop the connection now and then, but it looks like that's universal. I'm only considering a switch to get a better combined TV and broadband deal - as I read these reviews, I'm thinking change might be the worst thing I could do. Why mend something that ain't broke?
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2017-07-20
- Comments
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I moved my business telephone, broadband and web hosting to Plusnet against offers of services and support that have not materialised. Plusnet failed to communicate adequately about the transfer of the phone, made a hash of the transfer of email and failed to transfer web hosting. Staff have been brusque at times and initially denied there was any error before then admitting mistakes had been made "by their system". Overall a very poor experience and not one I will repeat. The old expression is true "the bitterness of poor service lingers far longer than the sweet taste of low price". Richard Alliston, Corporate Finance
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2023-07-13
- Comments
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The Broadband side of things is fine, but just don't waste your time with their Webmail. Utterley hopeless, and whilst you might get in very early in the morning, from then on it's unlikely to connect until late evening.
If Email is important to you, choose another Provider, as Plusnet is useless.
- Location
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- Location
- Kenilworth
- Reviewing
- Plusnet
- Date
- 2015-10-30
- Comments
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Generally the broadband connection was okay, though with intermittent loss of service. However, when it came to disconnection on moving out of the house, the service was very poor and inefficient. Has put me off using Plusnet again.
- Location
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- Location
- Church Stretton
- Reviewing
- Plusnet
- Date
- 2019-07-01
- Comments
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Can't understand all the negative reviews of plus net. My experience has been the opposite. Helpful, friendly assistance from competent staff. Charges also reasonable compared with BT. All call centre staff I've spoken to are native English speakers which matters a lot to me. Top notch.
- Location
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- Location
- Huntingdon
- Reviewing
- Plusnet
- Date
- 2017-06-21
- Comments
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Used to be good. Been rubbish for over a year now. Last 2 days, almost unuseable (download 5MB, upload 0.5MB).
Leaving as soon as my contract ends.
- Location
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- Location
- Melbourn
- Reviewing
- Plusnet
- Date
- 2021-07-14
- Comments
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Had line drop out completely 3 weeks ago. No internet and no phone line. Just get excuse after excuse as to why it didn't get fixed. It seems they have an excuse book that they randomly use excuses from. Problem is after 6 or 7th excuse they start to make no sense as they contradict previous excuses. Should be renamed to Minusnet.
- Location
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- Location
- Kirkby on Bain, Lincs
- Reviewing
- Plusnet
- Date
- 2017-08-05
- Comments
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Still no broadband service although signed up in June. Great chat when you sign up but downhill from there on. Had hoped would be better than Talk Talk but regret changing. Customer service very poor. Never have an answer or it's another dept who do and then you wait at least another 15 mins for an answer. Sometimes promise to get back to you within an hour by email but never happens. Initially made contact as new customer by text but now nothing BT Openreach just turn up unexpectedly. Have had 5 different visits and still no broadband. Overall a rubbish service !
- Location
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- Location
- Notting Hill
- Reviewing
- Plusnet
- Date
- 2019-01-07
- Comments
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PlusNet just doesn't work, I have been complaining since day one and they don't do anything, BT is the best by far, I have no heating as my HIVE won't work and I can't watch TV as the movies buffer all the time, they are by far the WORST company I have ever dealt with NEVER use PlusNet
- Location
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- Location
- North Shields
- Reviewing
- Plusnet
- Date
- 2016-10-31
- Comments
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The worst company I have ever had the displeasure of dealing with.
I have found myself with no other option than to cancel my contract before it even began.
I signed up to a 12 month contract online and used the online chat feature of the Plusnet website to ascertain that I had no choice other than to pay an additional £50 for a BT engineer to connect my line.
That's the very same physical telephone line that is already connected to my home which in turn connects to the telephone socket already in my passageway.
It's there, as I explained to the online text bubble, but I'm told that I have no option other than to pay.
Counting down to line connection. Email from Plusnet, a "question" has been raised.
Later on same day I receive 2nd email "question" resolved. I telephoned Plusnet, no answer after 20 minutes on hold.
And, not to bore you here, but this went on and on. Nonsensical emails and my futile attempts to resolve the issues.
I'd receive emails saying that something was wrong, with numerical codes that could not be understood.
I'd phone numerous times and not get to speak to anyone.
20 minutes for a customer to wait on hold is simply inexcusable.
My bank account was debited by hundreds of pounds in advance payments, I'm still waiting for its return.
During my last phone call earlier today, and after initially speaking to an advisor for several minutes, I was once again put on hold. Then, abruptly and without any expectation, the line cleared... Another 37 minutes of my life wasted.
The date I'd selected for my £50 engineer visit came and went... No BT engineer turned up.
Plusnet set a date for the BT engineer to turn up, not a date that I'd been party to arranging, so another day off work was necessitated.
No BT engineer arrived!!!!
Absolutely furious now so I've cancelled my contract.
I'm still waiting on email confirmation of this.
I'm still waiting for my advance payments to be refunded.
Plusnet haven't provided me with anything at all, but they have got my money and wasted two days of my annual leave.
CAN YOU IMAGINE IF I'D BEEN SUPPLIED WITH BROADBAND FROM PLUSNET AND THEN HAD A PROBLEM ???
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2017-02-17
- Comments
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In Dec 2016 I wanted to upgrade my home phone to Fiber. Fleur could not do this so I hunted round 7 possible suppliers- specifically asking for down load speeds min 13mb/s- with all inclusive anytime calls to Germany and Mobiles as well as usual the UK landlines/mobiles. Plus net quoted £25.49/month (rising to £35 after 12 months) I had to pay an up front £213 for a years line charge and set up fees. This worked out about £4/month less than the next best quote. Once connect up I was disappointed to find that the download speed never reached more than 6mb/s-
I was horrified when my first bill of £105 arrived in November . I immediately called up Plusnet assuming there was a mistake- It was all my fault they claimed - Anytime and Unlimited calls to mobiles and international destinations did not mean what one would reasonably expect. I mentioned that I was unable to read the 40 odd pages of Terms & conditions or pricing schedules whilst they were smoothly advancing the initial & binding 'contract' over the phone. Further they had cut off my phone line until I had paid the bill.
I was furious I had been duped but had no option but to pay up. I reiterated my initial request and was told it would be an extra £10/month for the suitable plan. Christmas came & went and the next bill was about £45 - not because they had changed the deal as I asked, but actually because the family was away in Germany. In January they again cut off my phone saying I owed them £118- by this time I was totally fed up with Plusnet and started looking for a better supplier. Vodafone offered me a far superior deal- but Plusnet said that there would be a £91 disconnection fee and they would not refund anything on my £118 years line charge - so I am still Stuck with Plusnet until I can find a cheaper way out.
General note: any company that uses the phrase 'ONLY' and £xx.99p in their advertising jargon are not likely doing anyone except themselves any favours.
And point 2 - do not get fobbed off without fully reading the small print- however long it takes
- Location
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- Location
- Potterspury
- Reviewing
- Plusnet
- Date
- 2015-04-03
- Comments
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Been with them for 10 years now. Yes, sometimes the support is a bit slack, but to be honest, no company is perfect at this any more. Speed is mostly good (even though we are in the countryside) and I think that I've had a couple of outages in the last 8 years that we've been here. Just waiting for BT Openreach to make FTTC live in the village and I'll go to that with Plusnet too.
- Location
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- Location
- Worthing West Sussex
- Reviewing
- Plusnet
- Date
- 2016-10-14
- Comments
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Wi-Fi constantly dropping out. Contacted customer services told 40 minutes wait for phone contact. Tried online chat. Was told if I signed up for new contract they would supply new router. Have an 18 month contract but their router is only guaranteed for 12 months. Told me I could get a new one for £100 (when you check their website they tell you their free router is worth £40 !! not happy BT tell me their router is Garanteed for life of contract. Guess where i'm going in January ??
- Location
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- Location
- Faringdon
- Reviewing
- Plusnet
- Date
- 2019-08-22
- Comments
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Problem with their router which they will not recognise. Prior to joining Plusnet, BT had checked the line from the exchange and replaced the line in box/plate on the wall as it enters the house - all fine. The router is plugged into that and works fine for a while and then 'hangs'. Plusnet ask me to plug a wire into it to test, but I only have a MAcBook Air in the house - so can't do a wired check. So they have just washed their hands of my problem.
Also their customer service from the technical side is dire. They send out tickets which may mean something to someone - but not me (I have a PhD!). They try and herd you off to their help pages. But none of this helps me with a rubbish router.
Dreadful customer service. I wish I'd stayed with BT
- Location
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2017-01-11
- Comments
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Plusnet is not fit for purpose. It works some of the time but not most of the time. It has not improved in 18 months. It is cheap but it is rubbish. I wish I had never bothered with it.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2015-01-05
- Comments
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I have been with PlusNet for over 8 years, including 3 house moves.
During this time, I have always received good customer service from knowledgeable staff.
Prior to PlusNet I was with Orange, Wanadoo, NTL and others. Having a competent person at the end of the phone / ticket system is still a refreshing change!
Response times for customer service has increased since they became more popular - from ~2 hours in 2007 to 48-72 hours now. However, from my experience they have kept the technically competent staff.
I have just upgraded to fibre broadband and couldn't be happier with the way the process has been handled so far.
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2019-10-30
- Comments
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This is poor I have never had broadband so slow, I could walk to the exchange faster than this works. I have had O2
, Sky & post office broadband all faster than this setup. If it does not improve I will be going back to the post office
- Location
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- Location
- East Yorkshire
- Reviewing
- Plusnet
- Date
- 2017-10-27
- Comments
-
Have been with Plusnet for about 5 years and broadband / phones etc have been OK. However, when something went wrong and there was a fault on our line it took 25 minutes of hanging on listening to inane music before someone finally appeared to answer my call. I was then transferred and had to wait another 30 minutes before I finally spoke to someone. Despite having a call centre in Sheffield, it may have well as been in India because I could hardly understand a word that was being said to me! I was then told I would have to wait - without phone line and only intermittent internet for 5 days before an engineer could attend. Interestingly, the operator told me that they had had a lot of complaints about poor customer service, recently - and I'm not surprised based on my experience. For a company that shouts from the rooftops about its excellent customer service, all I can say that Plusnet is probably one of the worst companies I have ever dealt with in terms of just ease of contacting someone, let alone what they actually do to resolve a problem. All in all - I am totally dissatisfied and will definitely be changing my provider once this issue is resolved.
- 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.