3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-17
- Comments
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Plusnet is as reliable as Victoria line during the weekend ( fellow Ldners will understand)
If you are looking for fast and reliable internet provider - Pkusnet IS NOT the one!!!!!
- Location
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- Location
- West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-02-17
- Comments
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DREADFUL APPALLING CUSTOMER SERVICE. DO NOT USE THIS COMPANY.
I went to PN as I didn't want to use BT due to past experience by me and friends and family. BT haven't been at all good. However I have recently been told that PN is owned by BT. If this is correct, it doesn't surprise that the customer service and treatment of it's paying customers is so bad. They use the excuse of 'terms and conditions' to do whatever they want to.. Put prices up, even thought you haver a contract, charging if you decide to leave the company. Any excuse to get money out of you. They recently put the line rental charge up by just over a pound a month for every customer. They have over 3 million customers, which means they instantly increased there income by almost £4 million pounds a month. !! Corporate greed and profiteering.
- Location
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- Location
- Ardrossan
- Reviewing
- Plusnet
- Date
- 2017-04-20
- Comments
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In 6 month we have 3 months of working wifi. Initially they never connected up the line.
4 Months in the wifi stopped, they sent out new router to an old address. When the new router arrived it still didn't work and when we requested an engineer they say it's 65 pound, basically a threat.
Average waiting que on customer service is 45 minutes.
Worst and most unreliable service and help I have ever experienced.
- Location
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- Location
- Lochgelly
- Reviewing
- Plusnet
- Date
- 2016-04-06
- Comments
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Was meant to to be on line on the 4th of March, paid up front costs the usual stuff... I'm still waiting I keep in contact but keep being fopped off, different excuses each time from there checking the line or I have to wait 72hrs, than passed O to some one else.
Never giving a proper answer, my phone line is fine been checked countless times and I was previously with sky with no issues.
I get the feeling bt enginer has been a lazy #### and didn't bother to turn up at the exchange
- Location
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- Location
- HORNCHURCH
- Reviewing
- Plusnet
- Date
- 2017-05-19
- Comments
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I have read many reviews below and all I can say is plus net are shocking. One of the worst experiences ever. Once i took out the service the connection was so slow. After 3 months of trying to fix it I gave up. Then tried to cancel my contract when they increased my line rental as per the terms and conditions and they said there would be no cancellation fee which is normally £30.. great you say... errr no... they then tried to charge me a £30 admin fee!!! So they still get my money... eventually I just decided to leave and go with another provider... by plus net.. never again will I take a service derivoit with you. Again... shocking
- Location
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- Location
- Fawley
- Reviewing
- Plusnet
- Date
- 2018-02-10
- Comments
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Six phone calls to this company two agents promised everything got nothing,next got a very rude agent who called me a liar finally got a really helpful guy"Mentor" who listened to my problem dealt with it now awaiting the promised credits to my account think that wil be another story
- Location
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- Location
- Bury Lancs
- Reviewing
- Plusnet
- Date
- 2014-09-20
- Comments
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My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
This all took place on 6/09/14 .10 days before change over date.
On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
Was it a mistake or was it payback for cancelling you decide.
They didn't do me proud
- Location
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- Location
- Rothwell
- Reviewing
- Plusnet
- Date
- 2016-09-23
- Comments
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I placed my order for phone and fibre broadband on the 12th of September was told it would be up and running by the 26th only to receive a text message late on the 22nd that it was now going to be 7th of October, rang them up the following morning and after waiting just short of half an hour I got through to a rude unhelpful customer service adviser who told me that the order was only put through on the 22nd of September offered no reason or explanation as to why not even a sorry for there shoddy service what's even worse is that I now have to wait five days to get my money back but there quick to take it from your account never have I had dealings with such a poor couldn't give a toss bunch take my advice don't use em. There is no option on here to score em a minus or they would revive a big minus score
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2019-03-28
- Comments
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Nearly two weeks and no internet.Not impressed. Ok until there is a problem and now no end to it.
- Location
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- Location
- Basingstoke
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Comments
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Good dishonest broadband from Yorkshire, and the worst customer service I have ever come across. Overcharged from the word go , line rental increase within a couple of months and now hidden cessation charge added . Good riddance to the crooks.
- Location
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- Location
- Lichfield Staffordshire
- Reviewing
- Plusnet
- Date
- 2018-09-18
- Comments
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Plusnet have taken on the same idea as car insurance discount for new customers and charge more for loyalty
- Location
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- Location
- COVENTRY
- Reviewing
- Plusnet
- Date
- 2018-01-27
- Comments
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The most atrocious and frustrating service ever. Ongoing problems since August with no sign of resolution
- Location
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- Location
- Fife
- Reviewing
- Plusnet
- Date
- 2017-01-31
- Comments
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I'm on FTTC and the service and speeds are much the same as any other provider using the same infrastructure. It's good, fast and reliable.
Where PlusNet fall down completely is on customer service. Average queuing times on the phone (luckily free) are around 45 minutes but a worse problem is that the customer service guys frequently can't answer any questions but just log your problem so things take forever to sort out with lots of 45 minutes hanging on the phone.
The email service has been a disaster for several months now with almost no service except in the wee small hours. Noone will say what the problem is or when if ever it will be fixed but if you depend on your email then PlusNet is NOT for you.
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2016-10-31
- Comments
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Shocking waiting times to speak to an advisor - it's not usual to wait an hour. In my experience, I suddenly experienced very slow broadband speeds. Plusnet had moved me onto a new network without informing me and consequently I couldn't use the internet. After two weeks this was finally rectified. Lots of wasted time waiting to speak to advisors. Poor service, unfulfilled promises. Lesson I learnt? You get what you pay for.
- 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
- West Berks
- Reviewing
- Plusnet
- Date
- 2017-08-24
- Comments
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We have had ongoing problems with plusnet for some years, their problem is probably with BT but then BT own the lions share!
Latest input:
We have a partial phone service after 6 days without, still back ground noise, however our Internet hardly works with a download speed of 0.09 and an upload speed of 0.23!
I sincerely hope that they will apply some urgency to these issues and also to receive some form of response from them after days of silence!
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2017-02-23
- Comments
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Like most ISPs once the service is up and running - you no longer need to deal with them. I had 3 BT engineers turn up to install the same circuit on different days, so that took some sorting out, and then I was getting disconnects several times a day. I made one call to Plusnet (on hold for a long time) but support was good once I was through. It didn't solve the problem, and the next support I did completely via the website. A BT engineer turned up, and found a kink in the line, replaced the wall socket and Plusnet sent a new router - and the line has been perfect ever since.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-01-18
- Comments
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This is the worst company I've ever encountered!! We have been left with no Internet for 3 weeks now and no resolution offered. Customer service is appalling, expect to be left on hold for at least an hour. Nobody will call you back as promised and no compensation has been offered! Stay away!!
- Location
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- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2015-11-23
- Comments
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By far the worst customer service I have ever encountered. I am an existing customer awaitin a reconnection to a new home. I was due to be connected after a week of moving, but was told on the day of connection that there was an issue (this sometimes happens) and I would have to wait another week for a connection date. I am curently in a queue to chat on line and tha que was 10 in front at 09:23 then 11 at 09:29!!! It is now 10:03 and there are still 6 people waiting in front...
I would Tell everyone DO NOT JOIN Plusnet... They are awful, I joined because I believed they had good service.. Not at all
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-09-05
- Comments
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I've been with Plusnet since it was Force9, that's about 12 or 13 years I think.
The service has progressively got worse for me and I'm just about to change over to Sky.
For the last 4 or 5 years, my connection disappears for hours at a time during the night (which is when I tend to work at the computer). They have always fixed whatever the problem was but it invariably goes to pot again.
For the past month or so, service has been appallingly intermittent, with connection going down for hours at a time, day and night. The connection, when it's there, is dismally slow - 1.1Mbps or less for the past couple of days, since I've been taking readings.
Now that they know I'm moving to Sky, they don't even bother answering my requests for help.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-01-30
- Comments
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I tried to sign up today for PlusNet. Their website is so slow it took an hour and a half to get to the payment page where the whole thing crashed. I then phoned customer service and spoke to a very rude call centre person. They really don't seem to care whether you buy their broadband or not. So my advice would be don't bother, if they are that uninterested in sign you up, I can't imagine how bad their customer service is once they have your money
- Location
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- Location
- dorset
- Reviewing
- Plusnet
- Date
- 2015-12-17
- Comments
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PlusNet technical support is absolutely dreadful. My broadband speed has been atrocious ever since I joined them. I get fobbed off by inaccurate causes where they blame everybody but themselves and each time they are wrong. My recommendation is to give them a wide steer.
- 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
- Kent
- Reviewing
- Plusnet
- Date
- 2022-09-17
- Comments
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Decided to go with Plusnet because of their "award winning customer service". When trying to track my order the system is saying I have no order. I've now been on hold for 35 minutes and counting. Come back Vodafone, all is forgiven!
- Location
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- Location
- Chippenham
- Reviewing
- Plusnet
- Date
- 2022-03-04
- Comments
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poor WIFI, minimum speed coming into the property, their recommendation to use an Hawaii Dongle with an EE sim card.
- Location
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- Location
- Abingdon
- Reviewing
- Plusnet
- Date
- 2017-11-19
- Comments
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Have been with Plusnet for 18 months now and just considering a switch because there has been a price rise. Over 18 months, we have had no problems whatsoever. Our Netflix allows us to stream two screens at the same time on standard broadband. Very happy. Now just go get the price back down!
Having read all the rest of the negative reviews, I decided to share a positive experience. I guess it comes down to your experience with them.
- Location
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- Location
- Forest of Dean
- Reviewing
- Plusnet
- Date
- 2016-03-08
- Comments
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Appalling customer service. Get you in a contract and will not help you. They are always right. Try to phone them.
- Location
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- Location
- Forest of dean
- Reviewing
- Plusnet
- Date
- 2016-03-12
- Comments
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Appalling customer service. To ring is a joke.
- Location
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- Location
- Swardeston
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
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Average Internet speed is very poor
It's better than dial-up, but third world compared to other areas
- Location
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- Location
- Nantwich
- Reviewing
- Plusnet
- Date
- 2019-02-08
- Comments
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We do not consistent connection, it drops off many times a day and stays off for minutes to a full day. I have contacted Plusnet who have sent an Openreach engineer twice now and they know the problem is there but cannot fix it. We have reported this to Plusnet five times and they have no answer. We are now trying to get a reduced contract as they are not delivering a consistent service.
- Location
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- Location
- wakefield
- Reviewing
- Plusnet
- Date
- 2020-11-23
- Comments
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A yorkshire company ripping yorkshire people off. I am a pensioner who was taking in by this company twice. They promised me i would not pay more than £23.00 per month. My last bill was £75.00. Dont go with them. Robbers.
- Location
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- Location
- South West
- Reviewing
- Plusnet
- Date
- 2020-08-10
- Comments
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Signed up on the 15th July, it's now the 10th of August and I still have no access to the internet!
Forced to spend countless hours in phone queues just to hear Plusnet staff play pass the buck and allude to the idea that some people have been waiting even longer than 27 days! Beyond a joke.
To their credit though they did manage one thing on time and that was to bill me my first months line rental, cracking.
- Location
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- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-11-22
- Comments
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Ordered on 06th November. Money taken from account , but no transfer , no update, chat line closed, no email contact possible. Not very good start.
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2015-11-18
- Comments
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Yes!! You saw that right!! 1 star for each! Would have given 0 stars if there was such a rating. They take 30 mins. to attend to call... And once they transfer the call internally, they take another half an hour! This happens every time! what a joke !! They do not provide the promised speed! Sometimes, the connection just goes off for half an hour or an hour!!! Please do not consider these guys!! For my home move offer, they cheated me into accepting a junk contract saying it would work great for me!
- Location
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- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2020-03-11
- Comments
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Absolutely terrible experience with plusnet. I was told that I would receive £75 cashback upon signing up with plusnet (on a recorded phone call). After signing up and FIVE phone calls over the space of 3 months plusnet kept insisting that the cashback cheque would arrive soon. After this I began written correspondence and they began to claim that I had signed up online and there was no cashback offer that I was eligible for (effectively accusing me of lying). I replied that this was not true and sent a list of dates & times of all phone calls, requesting that as they were recorded conversations I wanted them to be listened to otherwise I would be referring the case to Ofcom. Someone got back to me a few days later to apologise and say that after listening to the phone calls my cheque was in the post. To have to chase this up for 3 months and then be accused of lying was infuriating and exhausting and all-in-all a terrible experience in terms of their customer service.
- Location
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- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2015-07-21
- Comments
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The wait times for support are always at least 15 to 30 minutes. Totally unacceptable. Router is as basic as you can get with limited range.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-04-14
- Comments
-
Super slow internet connection and terrible customer support. Avoid.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-04-05
- Comments
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Been with them for years but now are an absolute shambles. Messed up the house move created a new account with wrong details, eventually got going but just had email saying a direct debit set up on old account - called and they said ok we'll sort it. They cancelled the old account but also managed to cancel email address. Rang them and they couldn't seem to care less. They agreed to open the old account as email only but would take several days so I'm without emails.COMPUTER SAYS NO is the current service response to everything. Incompetence rules since BT took them over
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2019-12-14
- Comments
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Been with plusnet since August,had the tv didn’t work properly after me messing about trying to fix it they sent a service guy.you have to much signal strength,didn’t know you could have that .he fitted 2 attenuators and was gone in a flash didn’t sign any paper work.but the picture still kept braking up,so I told them to take off the service cost me £65 for his call out plus £27 early termination.after 23 years with cable tel/ virgin this companies service is cheap and there’s a reason that,be very careful in moving to them.
- Location
-
- Location
- Keith
- Reviewing
- Plusnet
- Date
- 2022-10-03
- Comments
-
Plusnet are good at marketing, the broadband works fine - the service is useless. I had a terrible time with them on a 24 m deal, they always overcharge and sorting it out is drawing back teeth. Should have known better but seduced by a cheap del I renewed. They cut me off, no phone for a month, sent me a huge early termination bill - even though I had renewed, and again so difficult to sort out. In 18 months they have charged me correctly only twice - always overcharged. I am paying more money to go elsewhere! Can't wait to be finished with them. My latest overcharge is due to a system error in their bookkeeping, which, the operator said, only affects about 1 in 4 people who are leaving them. Incredible!
- 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.