3,751 Customer Reviews over 94 pages
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- Location
- South west
- Reviewing
- Plusnet
- Date
- 2016-02-12
- Comments
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Awful service, if you want to be robbed for service you didn't get and debt management for £10 when you had line issues over a month to get fixed to a useable state.
Avoid as seriously minus 100 stars is the correct rating
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2016-02-11
- Comments
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I don't understand why PlusNet are touted as a reputable company with excellent customer service.
They are crooks and some of their business practices are questionable to say the least.
A few examples to prove my point;
1. If your router breaks after the 12 month warranty period (information you will only find out if you experience this problem as it is nowhere advertised) you will told that if you want to have the internet that you are paying for you will have to pay an inordinate amount for a replacement modem.
2. If you relocate homes and require your internet to move with you, again you will be asked to pay an inordinate amount.
3. When you are asked to pay for anything, their "customer service team" will ALWAYS offer you to extend the contract instead. Never do this, once the contract is extended you are locked in and will need to pay to get out of it if (for example) your internet suddenly stops working as it should.
4. The speed of their internet is awful and they make no effort to fix any issues.
5. The customer service team simply do not do what they promise, returned calls are not made, responses to emails and messages are left wanting and there is no effort or interest.
I hope this gives some of you a clearer picture of PlusNet. I understood when I signed up that the company was a reputable and fair one with excellent customer service. Unfortunately the reality is quite different.
I will be going back to Virgin as soon as I am able, even if I have to pay for the privilege of leaving.
I would highly recommend that you steer clear of this ISP.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-02-11
- Comments
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Very disappointed as I switched to Plusnet two weeks ago, phone started on 8th feb and broadband was to start on the 9th , nothing happen on 9th nor anyone contacted, when called was told 11th feb. Same happened on 11th , when contacted online was told that's the estimated date now it's 15th feb. very disappointed and let down . Without broadband over a week .
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2016-02-11
- Comments
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Pretty piss poor long term customers disrespected and ignored for any deals; amazingly slow for promised speed. Why doesn't sale of goods legislation kick in? Most ratings should be a zero and not even one star. They took over from force nine which was also bad. Expensive for all that!
- Location
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2016-02-10
- Comments
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I joined plus net a couple of years ago mostly because of the good reviews and customer satisfaction . The cost was pretty much the same as other competitors. I pay £26.98 per month.. Since then connection is generally slow, I keep being told I should have fibre optic. I have had days without connection in the past and have been satisfied with the service. Sad to say that now things have changed. I've just had 5 days without connection. Tried calling last night 30 minute wait to get through without satisfaction but tonight was determined to get assistance. I've been on the phone for exactly 1 hour and 1 minute! Spoke to a female who admitted she was no good at maths, suggested at 19.50 I should wait for 4 hours to turn off the router and turn back on but could not work out what time that would be! When I asked for refund for the 5 days I've been without internet she has offered me £1.66 she was unable to tell me a cause, saying it could be a lot of things. I was expecting storm Imogen to blame... And said she now had a calculated. In conclusion plus net ok when you have connection when things go wrong a nightmare to get through to them and far from satisfactory feedback
- Location
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- Location
- Russell
- Reviewing
- Plusnet
- Date
- 2016-02-10
- Comments
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It is not good because it is extremely slow
Costumer service is good because they treat you well
Broadband speed is rubbish because it NEVER woke's and it is VERY SLOW
The reliability is ok because it sometimes stop working
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2016-02-10
- Comments
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Terrible, worst ISP(internet service provider) I have been with don't think It could get worst but somehow they find a way to be worst. A joke speed of 9mbs when my friend 3 doors down on virgin is getting 200mbs. Upload speed is nonexistent at 0.5mbs. Worst reliability ever random drops often to the point of not being able to load a simple website. Customer service is a no go as your better off searching for you answer on the web. Plusnet also like the randomly block websites here and there for some odd reason with no explanation at all, don't go with this ISP what a joke of a company cant wait to switch!
- Location
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- Location
- lincolnshire
- Reviewing
- Plusnet
- Date
- 2016-02-09
- Comments
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we have been with plusnet customers for two years. at first a great provider fast reliable trustworthy internet and great customer services and the price is fair. past year on the other hand not so good. the connection constantly goes down the speeds are slow the customer services couldn't care less the engineers on the phone just tell you to change channels in your router when the internet and/or router is as much use as a chocolate fireguard. ive asked for a new router but was told no my router is fine and that they dont give out replacements and that a engineer needs to come to my home. im guessing a nice charge there to when he diagnoses its my problem not plusnets. i have left plus net and will not be returning anytime soon. my only advise check your coverage mine is covered and supposedly is brilliant but but still sucks. if you live in the country avoid plusnet better off with a more mainstream suppler.
plusnets phone on the other hand cant fault it good prices.
- Location
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- Location
- Halesowen
- Reviewing
- Plusnet
- Date
- 2016-02-09
- Comments
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Been a customer for over 3years ,broadband crap,paying for fibre optic,but only one device can be used at anytime,phoned to cancel a contract which I now I signed up for twelve months over 19 months to be told it was 24 months,and have to pay to come out,all they say it's on their screen ,I don't care what's on their screen I know I signed for twelve months,and they said won't cancel unless I pay today,for something I never agreed to,con artist,we didn't get what we paid for in the first place ,disgraceful ,bring back paper contract so you can see what you agree to,they tell you one thing ,then put what they won't on the computer.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-02-08
- Comments
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I am thoroughly disappointed with Plus Net. Broadband speed is intermittent. My Skype call always drops within a couple of minutes. Had an issue, logged the problem online, no response. I called, I used the online chat facility to chase up and got 'it will be delayed because of the storm'. I called to the customer support number, they had no clue of my issue, and fixed it right away - poor online support, don't ever use it. But to call, please make sure you have plenty of time to be on hold. Also, when bought the package, I set up the direct debit. Never had an issue with any company before with direct debit but then, the email said my direct debit failed because no instruction was held .. so is it my fault or their fault then not to submit the instruction to the bank when I provided all to them at the time of my subscription. Poor service, poor business organisation. I can't wait for my subscription to end!
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2016-02-06
- Comments
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I tried to switch due to their poor speed and refusal to offer me a better deal after being with them for three years. Once I had left they invented a punishment saying I was still in a contract with them and wanted £100 penalty. Even though the deal that I was on was on their website as free for 12 months and a 12 month contract, yet they say I was in a 2 year contract. Don't go with them or you cannot leave without penalty, real or invented
- Location
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- Location
- manchester
- Reviewing
- Plusnet
- Date
- 2016-02-06
- Comments
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Appalling in pretty much every way. Lots of customer service options but seemingly no coherent communication between themselves. This results in being stuck in a loop, lost hours to my fault to no avail. Pointless.
- Location
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- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2016-02-05
- Comments
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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
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- Location
- Middlesbrough
- Reviewing
- Plusnet
- Date
- 2016-02-04
- Comments
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This company is absolutely crap! Connection constantly dropping but apparently it's fine on their end! It's ridiculous customer service are snotty aswell and cut off the chat before your finished talking to them absolute idiots!!
- Location
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- Location
- Crawley
- Reviewing
- Plusnet
- Date
- 2016-02-03
- Comments
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if i could give no stars i would.
Completely ignorant customer service - you will waste hours with this company - avoid at all costs
- Location
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- Location
- Barnsley
- Reviewing
- Plusnet
- Date
- 2016-02-02
- Comments
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I have been with Plusnet since I cancelled with Talk Talk (Rubish ), great service, Yorkshire based company who usually look after their costumers. My contract is up for renewal, but on looking at the speeds offered my upload speed will go down from 10mg to up to 2mg unless I upgrade which will cost me more.I' looking round now for a better deal, but not many good compliments for other providers !
- Location
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- Location
- Bedlington
- Reviewing
- Plusnet
- Date
- 2016-02-02
- Location
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- Location
- Sherwood Ave, Hedge End Southampton
- Reviewing
- Plusnet
- Date
- 2016-02-01
- Comments
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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
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2016-02-01
- Comments
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Moved at the beginning of January to unlimited 'fibre'+. Speed dropped off and now 30% slower than my previous ISP. Upload speed is 0.03mbs so FTP is a nightmare.
Very disappointed.
- Location
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- Location
- maghull
- Reviewing
- Plusnet
- Date
- 2016-01-30
- Comments
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awful. ping average around 100 upto 2000. yes seriously. has been off a couple of times as well. Cant game most of the time and its a fibre package.
Worse than all the other suppliers I have ever used and this is my first fibre package. Tied into a contract that does not live upto its promises and customer services say "nothing wrong at our end fancy trying the more expensive package to see if thats better!"
Long wait times for customer service poor service, terrible value for money. I would like to say something a little good but thas not easy......oh yes there is one thing, the operator spoke good english.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-01-30
- Comments
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Sent out router late.
Had to call 3x already - each with a 30min wait.
Online support useless.
Router not working when arrived.
A really, really, REALLY poor first impression of Plusnet.
- Location
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- Location
- Cleckheaton
- Reviewing
- Plusnet
- Date
- 2016-01-30
- Comments
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When I joined plus net from sky. Plus net connected to an old disconnected telephone line. I had to wait four weeks for connection. During the 18 month contract both telephone and broad was a night mere.
As I decided to move and another network they cut me off nine days before the transfer date and charged us for next month.
- Location
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- Location
- B74
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
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Since April 2015 we have had what can be, at best, described as poor connectivity. In the last 9 months every inch of wiring in our house has been replaced. We have had 2 routers, 2 replacement wirings and 2 new sockets yet we are currently receiving 0.5 Mbps download speed (we are less than a mile from the exchange so considered to be 'close'). Having spoken to Plusnet, we should expect between 5 and 11 Mbps. The important point here is that 5Mbps is the MINIMUM exptected value. By Plusnet's own standards they have failed to provide us with 10% of their minimum level of service in the past year. Their customer service is very friendly and helpful but this is mitigated by their inability to provide the level of service required in the 21st century.
There are only so many times we can switch our router on and off and check the connections.
Plusnet may be friendly but so is my labrador and I would not trust him to provide me with a reliable internet connection.
- Location
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- Location
- Horndean, Hampshire
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
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I recently left plusnet (internet and phone provider) to go to another provider. Fortunately I cancelled my direct debit after they had taken what should have been the last payment. They tried to take payment for advance rent for the month following the expiry of my contract and complained that I had cancelled the direct debit. I think I got this bill cancelled as they sent me an email saying so. They have now sent a statement demanding payment for a differing amount and threatening additional fees and debt recovery action if is not paid. They have not sent an invoice to show how the bill is made up. I suspect they want to charge an amount for disconnection.
It is impossible to communicate with this company by email since although they send me emails they do not read any responses and tell me to communicate via my account on their website. However, they closed my account when my service ended so I cannot see the bill they calculated after they closed my account. It is also very difficult to communicate with them by phone as they do not answer the phone other than the usual succession of "press 1 etc" and then awful noise. I leave my phone on speaker whilst waiting for a response and the battery often dies before I get a response. I did mange to get through once but the chap at the other end placed me on hold when I could not provide a password even though I could quote him all the details of the debt chasing letter and the battery ran out on my phone before he got back to me.
I tried phoning them from my mobile phone and got charged £1.36 for the privilege of not getting through.
I may try writing but as the debt chasing letter has no reference other than my account number I am not sure it will get anywhere and presumably I would have to send it recorded delivery (if that still exists) to be able to prove I wrote to them. Trouble is that email is supposed to save postage costs.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-01-29
- Comments
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I've been with plusnet for a while and it started off OK. However, it went downhill when I moved house and more recently, trying to cancel the service due to a house move and dissatisfied service. Briefly put.. Didn't have acceptable broadband in the property for 3 months after moving in. Granted not all plusnets fault but didn't help. Also Had to either pay a 'moving fee' or committ to a further 24 months (swore he said 18 months, but they have it on record allegedly). Should have told them to do one then and get a better deal elsewhere, but gave them the benefit of the doubt. Had technical issues a few months later and was told it was the router, so to resolve it, I either had to pay £50 for another one or commit to ANOTHER 12 months. I said no thanks and have had to put up with poor internet until contract runs out. Moving again, leaving contract early had to pay £91 cancellation fee. I don't care if they're from Yorkshire, bad service is bad service.
- Location
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- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-01-28
- Comments
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Worst ever. Huge call wait times, then they put you on hold and never come back. Nightmare customer service. How do they get away with it?
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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Been with Plus Net for more than 3 years. No problems at first & I recommended them to others...However, November 2015 my broadband was cut off...~Virtually impossible to talk to anyone (hour's waiting time)....There was a message on their answering service (at that time) that said they were aware of a problem with broadband and users should reset their routers..Since then, Plus Net would not comment on that message...kept saying there was a fault on my line...Sent round an engineer - the wrong type...the engineer said they should have sent a broadband engineer..Plus net are now asking for £50 call out...i had to find my own engineer to sort out the problem...plus net need to pay me £50 compensation, not make me pay for their mistake.....Very bad customer service, get fobbed off all the time...What has gone wrong with their service?
- Location
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- Location
- westmids
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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plusnet is a ripoff as soon as you sign your contract you are doomed there costumer service do not give a dam and must all be trained on how to tell lies then when you do leave they send you a debt letter saying you owe hundred and something pounds SO CHECK AS MANY REVIEWS ABOUT PLUSNET AS YOU CAN
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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Joined years ago, back then they were market leader for customer satisfaction. But has gone to Hell in last year, must be the finance guys cutting costs to increase margins. Speeds slowed and slowed, now snails pace. You log the issues, they give you spiel about how maybe its this or that or the other problem but they DO NOTHING except 'raise tickets' ie push paper around. Desperate, I go to neighbours to get broadband! But Im PAYING plusnet to fool around! Now signed up to Zen, cant wait to be shot of Plusnet
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-01-27
- Comments
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Something has changed at Plusnet. When we joined some years ago, it was a byword for service quality. Speeds were good, prices low and handling of problems exemplary.
Not any more. Recently speeds have slowed and slwoed and at last became snails pace. When we contacted Plusnet, they were long waits to get attention and when we did, the guys semed utterlu uninterested in fixing the problem, suggetsing I do various tests including buying another router myself! There was no suggestion what they would do to help or when.
In desperation I have moved to Zen, costs more but they have a good reputation plu I am paying for fibre because sick of the blame game whereby Plusnet pointed the finger at BT the whole time
I think Plusnet found service qaulity too expensive and decided cynically to increase margins by lowering quality. Dont go there - pay a bit more and go elsewhere!
- Location
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- Location
- Southwest
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
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For anyone old enough to remember BT as the only provider, plusnet are owned by BT.
For my sins I had my calls and phone line with a provider bought out by plusnet.
If you enjoy 15-60 mins wait for a response from a script reading person incapable of anything more than spouting indifference or lies- join plusnet.
I'm prepared to pay £30 a year more for real service from Zen how provide decent service.
My faulty line open reach bodged a damaged cable back in and has failed in 30 days will be moving to Zen where they can deal with open reach who don't turn up for appointments and whose engineers can't use a mobile phone to tell you they won't be coming.
Only way BT group will change is if it is starved of income as people bail to better service elsewhere.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
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Would not recommend plusnet. Compete disaster from begin to end. Order went though wrong, had three missed visit from BT openreach to change from previous supplier. Was out of broadband for a week as a result. Speed is stockingly unreliable. 10mb is the normal speed, but will suddenly drop to as low at 100kb. Making steaming video or even web browising impossible. Completly useless. Extemely dissatisfied with this company.
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
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I'm a little surprised by a lot of the reviews here. We've had Plusnet Fibre for quite a few years now and it's always been quick and reliable. I do find their 'members control panel' a bit clunky - so finding out account information or previous statements is a bit of a pain.
- Location
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- Location
- Fareham
- Reviewing
- Plusnet
- Date
- 2016-01-26
- Comments
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We have business fibre via Plusnet.
Moved premises and paid for a new installation despite there being existing lines at the premises.
They could not get fibre to work so downgraded to adsl.
One month later we are still waiting despite numerous calls.
They now want to charge £144 to send out an engineer.
If we cancel there is a penalty to pay.
Never again will we use Plusnet.
- Location
-
- Location
- Smit
- Reviewing
- Plusnet
- Date
- 2016-01-25
- Comments
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Terrible customer service. Leave you waiting in all day for an appointment. Turns out it was cancelled and there is no way of notifying the customer. Their excuse is the computer system needs to be upgraded and there is nothing they can do. They don't even apologise for it. When I complained they said I would have it set up in a week. They I got emails saying it would be a month. They didn't even offer a refund of the £49.99 I had paid for the engineer's visit which they cancelled without telling me.
They write tickets that don't make much sense. When you add comments they ignore them and put the ticket on hold for review in a week.
All in all they were useless and rude and I have no idea how on earth they have won a customer service award from Which?
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2016-01-25
- Comments
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We have business broadband from PlusNet having moved from BT. Whilst Broadband speed checks show a very fast speed, the actual performance is dire. It takes 40 seconds plus to load any web page and often times out. Does anyone know why PlusNet seem to have such slow speeds - I ask as it seems to be a regular complaint and we need to be able to change supplier asap!
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-01-24
- Comments
-
I've had broadband from a variety of companies over the years and never had an issue until I joined PlusNet.
Be very careful signing up with these guys - the customer service really is appalling. Two weeks in and I still have no broadband - they are now sending an engineer that I (probably) have to pay for. They also say that I can't cancel without penalty, even though they haven't been able to sort things out.
Just avoid. I've never had any issues with either Sky or BT, and I went with PlusNet due to a good offer. Well, this is proof for me that you get what you pay for - this is cheap, but the company us hopeless!
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2016-01-24
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2016-01-24
- Comments
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Dail up speed fiber prices ,they have an office completion every day to see who can leave the phone to ring the longest !
Prizes are are given for best story as to why the broadband is to slow !
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2016-01-24
- Comments
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NO don't unless you need the pain ,slow speeds old out of date routers that stutter and stammer their way through on line videos ,drop outs by the dozen .
30 minuets to answer the phone ,then they say we put you through to someone don't worry you won't queue then comes the music your queuing again another 30minuets ,customer service can be arrogant and tell you any old rubbish just to fob you off ,if you get to repair one their cars or appliances give them a 30 minute on the phone and a time and date for the job then tell them it will be another week and see how they like it !
- 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.