3,751 Customer Reviews over 94 pages
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-05-06
- Location
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- Location
- Hereford
- Reviewing
- Plusnet
- Date
- 2015-10-24
- Comments
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Always felt happy with Plusnet - decent reliability - good speed - good price.. until today when I tried to use their customer service for the first time. I've spent 25 minutes stuck in a call queue having spoken to an operator after 10mins who couldn't service my request and stuck me back in the queue!!! At least it's given me time to write this review while I wait... Shame, genuinely thought they were better than the other terrible BB providers.. guess not :(
- Location
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- Location
- Cannock
- Reviewing
- Plusnet
- Date
- 2022-05-26
- Comments
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As a long serving Plusnet customer. I am suffering rolling service black outs every night at an ever increasing rate. After months of this Plusnet customer service did not want to know. I filed a complaint and I got a copy and paste scripted automated reply.
I wrote to the CEO of the company who did not reply but passed me onto another drone who has been worse than useless and continues to play games as to get me to go away, live with it or give up.
They are simply playing a game of attrition with me.
My internet speed is ever decreasing. I had an issue with there speed a few years back it was running as low as 1mb at key times of the day.
Due to these rolling blackouts I cannot take the risk of working from home and have to commute long distances just so I can perform my job.Costing me a lot more money.
After years of dealing with Plusnet you learn to live with inferior service and low expectations.
Over the years they have been rude, unhelpful and uncaring. The last time I was having rolling blackouts they would not do anything because they had a rate of something like 20 per month and I had 19.
My whole Plusnet experience has been a dog fight. Ever increasing prices and decreasing service.
You will not get any help from them. They hide behind there bureaucratic, cold, robotic anti people processes
After having many internet service providers I've got to say Plusnet is by far the worst
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-01-23
- Comments
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Plusnet is horrible. Every time you want to speak to them, you have to wait AT LEAST 30minutes to get through. We have had 5 (!!) engineers coming to our house (5 days we had to take leave and lost money) and when the 5th one came he was in in 5 mintues and did not understand why it was so difficult for the others..
We got some compensation but losing so much time, money and patience is hard to compensate. We waited 2 months on top of the month we already had to wait. My name (girlfriends) is not on the account but is in the username and I could not change the address, fair enough but when I asked him (after 45min on hold) if he could call my boyfriend 'to confirm' he said that he could not do that. Horrible customer service, AGAIN.
FInd another company, maybe one that is more expensive because the frustration is really not worth the difference.
- Location
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- Location
- North east
- Reviewing
- Plusnet
- Date
- 2020-05-13
- Comments
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Terrible reliability, speed is generally good, however terrible at times.
Customer service and tech department is dreadful.
Just avoid.
Also check out their facebook page for dissatisfied customers.
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2015-10-09
- Comments
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Good honest broadband from Yorkshire? Leading customer support? Yeah, right...
Worst issue: A completely private and unique email account, that had only ever been given to PN's billing system and has never been used anywhere else, has been 'leaked'. This has happened to *many* other PN customers using similar unique and private PN-only email addresses (there's a way to do this so that no spammer should ever get hold of the address unless it's given out by the person it was given to). PN doesn't seem to care that they can be the only source of this supposedly-accidental leak of confidential information about their customers. I now recieve hundreds of spam emails a week to an account that had existed for years without any at all, until PN leaked it. PN has tried to ignore and belittle this incident on their forum in the hopes that it just goes away and people forget about it. Customer support refuse to discuss the issue and just regurgitate useless advice about how to avoid spam in general.
Other issues: The speed drops significantly (almost unusable) every night, between midnight and around 2am. I live in a quiet-ish area and there's no way that it is local contention or interference. This has gone on for several years on PN.
It's a shame. PN was good once, many years ago. Not so now. Of course, BT own them now and pull the strings I imagine...
- Location
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- Location
- Kippax
- Reviewing
- Plusnet
- Date
- 2016-01-02
- Comments
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Plus net's own speed checker not available again, Upload speed by Broadband.co.uk gives a reading of 0.55mbs now how CR4P is that?
- Location
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- Location
- Leamington spa
- Reviewing
- Plusnet
- Date
- 2015-02-07
- Location
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- Location
- Congleton
- Reviewing
- Plusnet
- Date
- 2018-03-26
- Comments
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Have been with Plusnet Broadband for over 4 years and have just renewed my contract. They matched Talk Talk prices without any problem and the whole renewal is so easy. I have only called C/Services twice in 4 years which solved my problems immediately and my BB speed is constant at 10 mb/s which is fast enough for my needs. I would not hesitate to recommend.
- Location
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- Location
- Eastleigh
- Reviewing
- Plusnet
- Date
- 2022-11-12
- Comments
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The broadband was fine while we had it. Our problems started when we had to cancel our contract with them. When I called to question the cancellation fee amount I was told we wouldn't have to pay one so I thought great!! A month later nearly £200 was taken from our account! I have since made 7 phone call as to why this money was taken when we were told it wouldn't be and have had no response from any of them. This is the worst customer service I have ever dealt with.
- Location
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- Location
- Dundee
- Reviewing
- Plusnet
- Date
- 2016-08-23
- Comments
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1) The download speed has dropped from 3Mb to 0.25 Mb/s for the 2nd time this month.
2) The plusnet website is very user unfriendly.
- Location
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- Location
- Accrington
- Reviewing
- Plusnet
- Date
- 2019-10-15
- Comments
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Worst internet provider I have ever had, communication is none existent, customer service is poor at best. The internet speed is like being in the 90’s!
And when the bill fails to go out due to payday being just a few days away! Within minutes The internet is cut off and Services restricted. Hence why I am having to use my noble date to make this review.
Don’t waste you time or money!
- Location
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- Location
- gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-12-01
- Location
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- Location
- Bolton
- Reviewing
- Plusnet
- Date
- 2014-12-07
- Comments
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If I could give zero stars I would. My connection cuts out every 30 minutes. Plusnet told me it's because my router is nearly 6 years old since that's how long I have been with them. But they won't replace the router unless I pay £40 plus P&P. Or sign up to an 18 months contract at a higher price than newer customers. The connection is non-existent, the customer service terrible. Why would I sign up for a product that doesn't exist most of the time? If you want a perpetual headache, Plusnet are the company.
- Location
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- Location
- Horsham
- Reviewing
- Plusnet
- Date
- 2018-10-01
- Comments
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Absolutely AWFUL!! Waited over and HOUR for customer services. I had cancelled the service - they still kept on billing me. And this is for a Business service. "We'll Do You Proud" - REALLY!! SO BAD!! DO NOT USE THEM!!!
- Location
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- Location
- West kilbride
- Reviewing
- Plusnet
- Date
- 2016-12-27
- Comments
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Awful broadband connection which constantly drops. Customer service is an oxymoron. The introductory welcome begins with " R you aright, mate? " delivered in a low decibel monotone interspersed with long silences. I'll be switching at end of contract period. There is a real problem at the heart of this business.
- Location
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- Location
- Clitheroe
- Reviewing
- Plusnet
- Date
- 2018-12-08
- Comments
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Very very poor customer service. Switch my ISP from Plusnet to another provider, after 3 weeks of delays they swopped over and then immediately scrubbed all my emails - hundreds of them with no chance of getting any of them back. Terrible
- Location
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- Location
- North Lincs
- Reviewing
- Plusnet
- Date
- 2017-09-19
- Comments
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Been with PlusNet since 2011. Very slow broadband speed but was coaxed into signing up for a more expensive package by "Nicole" who guaranteed a minimum speed of 6.4 or my money back. Current speedtests are less than half that. Lo and behold I am now told that PlusNet do not offer minimum guaranteed speeds!
Yours, feeling very ripped off!!
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
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Plusnet are absolutely atrocious. Only been with them for 6 weeks and it's been problems - of Plusnet's making - all the way. Their customer service is the worst i ever had the misfortune of dealing with in any organisation. Unresponsive, unwilling to take ownership of the problems, even zapped the account with a £50 penalty for non-existent visit of an engineer to the premises to "fix' the problem. Two Openreach engineers on two separate engineer calls said the problem was with Plusnet, the Pusnet response was "can't be a problem at our end, we'll have to book an Openreach engineer"!!!! How did they think this would give a different result. In the end I had to insist with the Plusnet tech dept that the problem was with them and tell them exactly where the problem lay (as per the OR engineers) before any reasonable attempt to fix the issue was made.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2017-10-27
- Comments
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Terrible Customer Service!
I placed an order for broadband and phone.
I asked for the order to be delayed a couple of weeks until my existing contract was up, as I didn't want to get hit with a cancellation penalty.
They totally ignored this request and gave an earlier date.
To add insult to injury they sent me an email indicating that they were changing my phone number - I didn't ask for this.
I can't understand why they are rated highly for customer service when it is obvious they don't listen to their customers - and probably don't care about them either.
I cancelled my order, and have not had an apology from them for their mistakes.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2021-10-25
- Comments
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The routers that they send you are terrible. Ours made an awful noise all the time, I asked for a new one, and the new one did the same thing.
Customer service is absolutely terrible. During the pandemic you couldn't get through to anyone. The phone lines were dead.
Luckily I managed to get out of my contract early when we moved home because these idiots couldn't even transfer our broadband. That's right, they couldn't even keep a contracted customer because their systems are so bad.
They tried to con me by saying "we will cancel your current contract and add you as a new customer". I knew I could get out at that point and luckily I did.
Avoid.
- Location
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- Location
- liverpool
- Reviewing
- Plusnet
- Date
- 2019-10-10
- Comments
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In the beginning the broadband speed was ok, 2-3mb/s less then my previous provider. With time however, after a month or 2 it dropped to approx 4mb/s, 25% of the initial speed. It is not stable, and frequently cuts me off. Youtube and Netflix have buffering problems and streamed movies pause all the time. Customer service is like talking to the wall.
- Location
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- Location
- Bury St Edmunds, Suffolk
- Reviewing
- Plusnet
- Date
- 2015-10-07
- Comments
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Up until now Plusnet have been really good. The broadband was (and still is) fast enough, at least where I live, for two people to stream movies, browse the internet, etc. and the phone service was, well, a phone service. I also used to think the customer service was good, to the point that I'd actually recommended Plusnet to people. So far so good. But now they have changed the website... Want to email about leaving or renewing? You can't do that online... Want to raise an online query/ticket? Can't find how to do that either... So then you try and call them. You want to wait for 15-30 minutes these days then hey? But it's okay, because they then tell you that you can sort your problem out on the website. Phew... Wait, what?? So yeah, now that reasonably priced year's broadband and line rental has run out, I don't have the time to wait half an hour to try and get through to them on the phone, so now I'm being overcharged on a monthly basis... Thanks, Plusnet.
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2015-06-08
- Comments
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They took all my details for a new connection. Received nothing so after a few days contacted them and they have no record of the sale. Went to them for their supposed excellent service, but they are clearly a joke outfit like the rest
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2017-12-09
- Comments
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After 4 weeks of failed attempts to switch my fibre BB taking about 9 hours of my time I've given up ! Clueless staff telling me it was my current ISP at fault for the failed switch. I finally got an honest answer on my 5th call to them after 3 weeks. It was Plusnets fault as they hadn't coordinated their suppliers leading to the failure. No one kept me informed of refunded my set up fee despite them cancelling my order. Finally they offered to resolve the matter by giving me ADSL instead of fibre !.....no ta ! Utter shocking lying and/or clueless customer service. AVOID !
- 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
- Bedford
- Reviewing
- Plusnet
- Date
- 2015-02-03
- Comments
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Appalling support.
Opened a slow connection ticket in Dec 14, its now Feb 15 and nothing has been fixed, they blame BT who say there is an issue but they can't find it and that' all they can do!
Ticket goes unanswered for weeks at a time despite being chased by myself.
Avoid Plusnet.
- Location
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- Location
- Medway
- Reviewing
- Plusnet
- Date
- 2016-05-31
- Comments
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All was great until I went to cancel and then they hassled for cancellation charge, they only cancelled the phone line and not the Broadband even though I had said I had moved out? then it worked out that they had overcharged me after I had cancelled, so after some discussion, only had to pay £3.02 to cancel and not the £30.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-07-23
- Comments
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I switched to Plusnet after 6 years of impeccable service from TalkTalk. I switched purely to take advantage of their super advertised speeds.
From day 1 my connection started dropping in and out. "It'll do that in the early days before settling down", they said.
6 months later and my Internet is still about as reliable as a politician. They want to send an engineer round - but will charge me for the pleasure if they can't find an issue, or somehow deem the issue to be part of my flat (despite TalkTalk working no problem for 6 years!). I can't predict when my Internet will be broken, so I'm not going to risk £140 engineer charge when there's a good chance it'll decide to work on the day the engineer comes.
I'm now stuck with this terrible service for another 12 months. At which point is will be switching to absolutely anyone else!
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2022-07-15
- Location
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- Location
- Aylesbury
- Reviewing
- Plusnet
- Date
- 2019-01-16
- Comments
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BE CAREFUL - THIS COMPANY IS TERRIBLE! DO NOT HAVE ANYTHING TO DO WITH THEM!
I changed to plusnet from Sky and immediately started having problems where the internet would cut out several times a day. Tried to use the online help functionality but the broadband would cut out half way through each time and I had to start again. Called in twice and eventually got the issue resolved after a month. Then have moved house. First engineer appointment was just cancelled - no information before just that it had been moved to a later date. I called in to advise that I would not be at the address at the later date and would need a call beforehand to make sure I was there to let the engineer in. Was told that this was anyway standard practice so not to worry. Now got an email saying the engineer was unable to do the installation. I have been waiting all morning for the call and have missed no calls. This is a hopeless hopeless service and I will be cancelling asap.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2019-03-12
- Comments
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Quite possibly the worst company I have ever had the displeasure to use.
The service is terrible, the customer service is non existent, and I have wasted 19 months on a provider that quite simply doesn’t provide at any level.
Be warned.......
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2021-04-16
- Comments
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Like most other companies offering broadband services, Plusnet is a reseller of the infrastructure provided by BT. Our broadband connection has been down for 11 hours. I called Plusnet, 57 minutes it took the customer service team to answer, to simply tell me they are aware of the BT network problem and that they are waiting for BT to fix it. My issue is that it took an hour for Plusnet to answer the phone, pretty dreadful. No indication on the Plusnet website that there is a problem.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-09-15
- Comments
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Very disappointed in PlusNet. Got it when we moved to a new place and was extremely slow and unstable. They are not easy to reach. Chat is never working, email just leads to a repeat of things you have already tried. So you need to call them for which you will have to wait at least twenty minutes every time. They tried some things to repair. Didn't really help. Got an engineer in, which made it work better but still slow and not reliable. They claim it works fine and we are stuck for another year with rubbish internet. Can't wait until it is over.
- Location
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- Location
- Southport
- Reviewing
- Plusnet
- Date
- 2015-01-28
- Comments
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After i changed provider Plus net where still billing me 3 months later Then i got another bill for £42.55 for cancellation charges after they said there wouldnt be any.Customer service is really bad and it takes at least 15 mins to get through. On a positve note broadband is pretty good but i would not recommend.
- Location
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- Location
- Dromore
- Reviewing
- Plusnet
- Date
- 2016-02-17
- Comments
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Excellent broadband provider.
- Location
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- Location
- Renfrew
- Reviewing
- Plusnet
- Date
- 2015-11-21
- Comments
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Absolute amateurs, A 2 minuet switch has turned into loosing my number, weeks without broadband and now no phone. I paid them 18 months up front. If you are thinking about it, don't do it.It takes them 45 minutes just to answer the phone, and when they do they promise everything yet deliver nothing. They are cowboys, don't do it!
- Location
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- Location
- Hitchin
- Reviewing
- Plusnet
- Date
- 2017-06-10
- Comments
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Plusnet is, by a long way, definitely the worst provider of any service that I have ever encountered.
Hopefully they will soon be going out of business soon.
Please, please avoid.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2018-05-22
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2018-12-19
- Comments
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Took out a contract with annual line rental and connection fee £252.00 but unfortunately had to cancel.
Now 5 weeks and three phone calls and I still don't have the money they promised to return in 21 days.
- 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.