3,751 Customer Reviews over 94 pages
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- Location
- Staines
- Reviewing
- Plusnet
- Date
- 2021-05-02
- Comments
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The speed were so slow I had to take out unlimited data on my mobile. After months of speeds that are worse than dial ups I cancelled in disgust! I went to pay my final bill but the idoits had shut my account down. They haven't tried to contact me AT ALL until today, I get a debt letter demanding £140!! £140 for something that doesn't work!! DO NOT USE THIS DISGRACE OF A COMPANY!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-05
- Comments
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Totally disastrous customer service. On average there is 30minute waiting time to call them. Connecting my internet was so painful, took 6 weeks and constant following up as they said they have connected it but they didn't and I needed to call them, again. The connection broke again within 6weeks. It took them over two weeks to fix is and again, they didn't check the job was done properly. I have enough of this company. Stay away if u can
- Location
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- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-10-13
- Comments
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All of your worst nightmares. Beware of switching. Broadband worked reasonably well with Sky but since switching no TV, computer, wifi in house. Plus net detected a fault on the land line. BT and therefore not our fault. How often do providers seek to blame somebody else. It was absolutely fine the day before and the month before that and the six months before that. Why did I switch - I was promised seamless transfer, slightly faster speeds and marginally cheaper service. Deep regret.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-09-09
- Comments
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Regularly takes 30 minutes to get through to an advisor.
- Location
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- Location
- Worthing/Steyning
- Reviewing
- Plusnet
- Date
- 2018-05-04
- Comments
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The most horrendous ‘customer service’ I have ever received. Moved home which required an engineer to set WiFi up at the new address waited in on two occasions both times they visited the old address even though new address confirmed on every single phone call ever made to them. All but one person I spoke to was rude & told me incorrect information, even put my calls back in system to be answered after telling me they were putting me on hold. I’ve had no WiFi for 3weeks I’m still paying for the service & paying £65 a time for a engineer. Now I want to cancel they’re charging me £128 or I can pay for a third engineer, a moving fee & start a new contract to remain a plusnet customer. AVOID AVOID AVOID!!!!
- Location
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- Location
- Hayling Island
- Reviewing
- Plusnet
- Date
- 2018-05-19
- Comments
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For the past few days, the internet is not working and this matter affect my income and my financial situation. I keep calling PlusNet and waiting near an hour until someone is answering and all of them are telling me to wait for 6 days. The customer adviser are treating the customer without respect: I asked what is their complaints policy as I will like to make a complaint and the response was "log in into the portal and there you can make the complaint". How to do this if I don't have internet?
So following my experience, I will not advice anyone to sign a contract with PlusNet.
Now I am looking into finding other internet provider.
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2021-05-13
- Comments
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Awful customer service constantly given different answers to same question very unhelpful cancelled at earliest opportunity thats tomorrow apparently!
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-10-02
- Comments
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Absolutely awful, no internet for over a week now, still in contrac,t but as they are not fulfilling their part of the contract it is void and if they try to get a debt agency after you, just tell them its in dispute and they have to back off, do not pay for a service you are not getting. Begin a switch with another provider and as soon as it goes through, cancel direct debit. A class action is needed.
- 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
- Isleworth
- Reviewing
- Plusnet
- Date
- 2016-11-09
- Comments
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Absolutely third class and pathetic service!
I called the customer service and got my account created by wasting 50 minutes, and even got a message saying that the engineer will install the line on so and so date.
I called them the next day for the changing the installation date and they couldn't find me on the system. I wasted 2 hours and then came to know that my name was spelt incorrectly by the sales executive, in spite of spelling it out like a 100 times.
This is complete unprofessionalism. Then finally when I decided to cancel my account, I was transferred to a very rude operator who took my details to cancel my account.
Absolutely unprofessional and pathetic service.
- Location
-
- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2020-09-26
- Comments
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Didn't get connected, customer service is terrible. Let me down on install date, no communication. I had to chase them, to find they hadn't even placed the phone line with Openreach. Promised a new date within 24hrs, nothing. Chased again, long queues again. Had anew date but hadn't told me. Cancelled, didn't want to give me my money back, after much protest I will get my refund after 10 days despite the taking immediate payment. Typical of a useless company, don't believe the adverts.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-08-22
- Comments
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Recently tried to switch from BT, and was told everything would be switched over around 2 weeks later. 2 weeks later I had heard nothing, so I gave them a call. The phone line was then activated fairly quickly, but following this I was fed constant lies about when the broadband would become active. It is now approaching 4 weeks since the initial order and the broadband is still not active. I just keep getting told that their suppliers have problems etc etc. One of the worst companies I have ever dealt with, avoid.
- Location
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- Location
- York
- Reviewing
- Plusnet
- Date
- 2019-10-18
- Comments
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Never experienced a complete lack of ability. Dreadful “fibre”. Can’t even get access to my bills as PlusNet took my email address down wrong. After 2 hours of speaking to various people (and them all taking some assured sense of ability in telling me the issues with THEM having taken the completely wrong email address) I gave up. DO NOT use Plus Net as your provider. They will not do you Proud.
- Location
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- Location
- Lincolnshire
- Reviewing
- Plusnet
- Date
- 2021-01-13
- Comments
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This big company is all about money and NOT about the customer. I have been a customer for nearly a decade but recently sold my house and moved up the road about 80 miles (ironically on the doorstep of Yorkshire now). When I checked online it appeared that Plusnet do not provide service at my new location but oddly their parent company, BT, does. So I went with BT. Then got a bill from Plusnet for £64.52 for Early Termination Charge. I was willing to stay with Plusnet - BUT it was them that abandoned me as a customer and could no longer provide service. I went to their ironically named Customer Care team. I explained I was a long-standing customer and this was out of my control. He said he would escalate my complaint and I would hear back in 3-5 working days. Perhaps he meant 35 working days?! At any rate, nothing heard and the charges came out of my account. Do not believe their ads! They are not a homespun Yorkshire business - they are as cynical and money-grubbing as any major corporation. I will NEVER go with Plusnet again! Terrible, unresponsive service and wicked hidden charges. Shameful!
UPDATE: I spoke with customer service rep after raising the issue AGAIN which was never addressed previously. He contacted me and sent me a notice saying upon investigation I would be refunded the amount I was charged for cancellation. HOWEVER this morning after even further investigation there was not enough proof that I as the customer had done everything within my power to remain with Plusnet. The responsibility is entirely on me to do everything and Plusnet doesn't even have to answer the phone or reply to my queries! This is not a company which values the customer at all. When I pointed out to Hopewell that I had been with Plusnet for nearly ten years, he said that really has no bearing on anything. That sums up how Plusnet regards its customers. World-beating BAD customer service.
- Location
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- Location
- Arnold
- Reviewing
- Plusnet
- Date
- 2018-07-05
- Comments
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Noooooooo don't do it. This company is useless. We got connected 11 days ago. I'm looking for a way out already . Super slow. Terrible customer service. It's all lies and deception. The cooling of period is from the day you sign not the day of Installation they told me.
- Location
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- Location
- Stafford
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
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My internet speed and connection has been really bad lately. For the past two days I have been getting less than 100kb/s I have no idea why, it is normally 2mb/s or above and my connection is better. I can still watch youtube and stream films in HD quality though. Over all I think Plusnet for me has been bad overall, at the moment I cant even talk or play with my friends online because of it and that is what I enjoy doing.
- Location
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- Location
- Fleet wood
- Reviewing
- Plusnet
- Date
- 2016-06-18
- Comments
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I ordered my wifi with plusnet two weeks ago. Was told 4 different dates for my phone line to be installed which I rang to ask why this was happening and was told this was a fault with the system. The phone line was installed on the original date I chose ? Confusing ... YES.
I got over this as things happen with computer systems etc.
The man who came to install my phone line did not have a clue on what he was at my property to do !! He was asking me questions on what he was there to do. I rang customer service to ask what exactly he was going to do so I could let him know ! How could you not be embarrassed by lack of professionalism? No communication between the staff clearly.
I then had to ring to get my router posted out to me which the man at my property suggested I do. Thankfully I did cause from the impression the girl gave on the phone call they had no intention of sending router out until I called as they send the router out certain days after
My lines unstalled but my wifi was supposed
To be up and running three days after the line was installed.
I received my router on the Thursday. My phone line was installed Tuesday. I rang again on Thursday to ask what I now do as I have the router and I got told I would be informed when i could plug it in.
I rang on Friday afternoon as I was getting impatient now and felt I wasn't being kept updated with anything.
I was assured my wifi connection would be up and running my Friday night at 12pm and received an email confirming this. Not once did the email say there could be a possibly of a delay !
I rang today ... Saturday as my wifi is
still not up and running. The girl who answered was rude and obnoxious! She just simply said it took two weeks .. (It was now over two weeks) she then told me they said it would be running by 12pm (she clearly got confused as that was YESTERDAY ) when she realised I was correct she decided to tell me there was a fault with my wifi connection and it couldn't be addressed until Monday. So now I'm waiting another two days for the fault to even be looked at !
Why did it take for me to ring them to be told there was a fault. Why wasn't I emailed or given a simple phone call to be updated with the fact there's a fault and I would be waiting even longer. An apology wasn't even given to me by this girl and neither was an explanation. When I asked if I could leave the contact she told me I would be wasting my money and put the phone Down on me ?
What sort of person who works as first point of contact for customer service with a company puts the phone down on a customer ?!!
If you can't deal with complaints correctly and with respect then what company employs people like this individual I dealt with today to manage their customers ?
Customers make a business.
Treat rhem with respect!!
I rang back after the phone was put down and a second girl answered.
I explained what had just happened and she said she would log what I had said and she said she had put the complaint in for me. But no email etc was sent to me to confirm this action had been taken.
I am absolutely disgusted I paid a £80 setup fee with plusnet.
I am disgusted with the standards of customer service and am horrified this has all happened within the first two weeks.
I have complained on the phone.
I have complained through email on plusnets official website.
Let see if I actually get a decent respectful response instead of an automated email
Or a rude person on the other end of the phone.
If anyone knows how I can leave the contract
Please let me know :(
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-04-03
- Comments
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Complete rubbish service, I had broadband and my mobile with them. When I moved, I cancelled my broadband, they cancelled my mobile by mistake, then tried to charge me for cancelling the broadband again! The signal in the mobile is appalling, nobody can phone me, or I can’t phone out. The broadband speed is about as fast as the old fashioned dial up.
- Location
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- Location
- Leamington Spa
- Reviewing
- Plusnet
- Date
- 2016-10-27
- Comments
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Plusnet have become an appalling, unethical company. I have used them for 5 years now, so have fully experienced their decline.
Every phone call I have to make seems to be longer than the previous, yet the need to call them is more and more frequent, because they keep c*cking up.
Like so many modern 'service' providers; they make themselves difficult to contact, gaining extra income from those who give up, regarding incorrect billing or the wish to cancel their contract due to a crap service - they're con artists, essentially. The last call I made lasted 2 hours, most people don't have that kind of time to spare.
There are countless other negatives I could mention, the attitude of their staff, the hidden charges, the ever longer contracts.
The last router I ordered took 3 weeks to arrive, as they kept sending to my previous address, despite me repeatedly informing them of my new one (through four 1-2 hour phone calls). Since then internet speed has been very rarely anywhere near promised.
Obviously I won't renew with them, assuming the competitors are better - My hope is in vain, no doubt.
- 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
- Bury St Edmunds
- Reviewing
- Plusnet
- Date
- 2015-07-28
- Comments
-
Sadly, i have to write a damming review of Plusnet for their home broadband service and quality.
You could not make it up as to the poor servcie levels i have experienced and are still experiencing.
After nearly 2 weeks of a disrupted service I am no further forward.
Just finding their customer service telephone number (when you've not got an internet connection) is a massive headache.
I had to personally wait over an hour to get through and they apologised saying they are trying to recruit more staff !
My wife waited in for 6 hopurs and their Engineers did not even turn up.
After tryign the live chat for 45 minutes i still made no progress, other than we'll call you.
So i am left with no internet and no answers from Plusnet as to when they will fix the problem.
As soon as i am out of this contract i shall change provider, even if it costs me more money per month.
Plusnet are simply very poor, especially when things go wrong.
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2019-01-04
- Comments
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Useless outfit; left em with no phone or internet for weeks, then refused to offer any meaningful compensation
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-04-26
- Comments
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Do not waste your time and money with plusnet, they have the worst customer service ever and the broadband is the worst I have ever experienced. I have had it installed for 3 months now (from 7mbps to 17mbps but real speed is 9mbps). The internet never works and I constantly find myself having to use prepaid internet bundle or go to a friend to use their internet. In addition they are very slow at resolving issue and will always find ways to blame you for the poor internet and never their services.
I am a student and need internet everyday for work but they keep on letting me down.
Take my advice and pay slightly more elsewhere but avoid plus net at all cost, I am learning it the hard way and will end this contract no matter what for they are just CRAP!
- 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
- London
- Reviewing
- Plusnet
- Date
- 2017-11-13
- Comments
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Very poor service! Broadband is not working, and I have spent 55 min on hold trying to get through to Technical Support. Still did not get any help. God knows how much longer I will have to wait. Customer Service is non-existing!!!
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2015-08-22
- Comments
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Disaster from start to finish. Automatic order processing didn't process the order. When chased to find out what was happening (very long wait on all call times), was advised that order hadn't been placed but could be done manually after another two week wait. On appointed day when nothing happened and engineer hadn't turned up- another series of hanging on the phone chasing. This time advised order had been rejected - but notification to me. As a result lost my existing line and broadband. Sky subsequently resurrected my line and broadband for me. Wouldn't recommend Plusnet to my worst enemy
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
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Ignore the ads - speed dreadful, crackling phone line, engineer call outs cancelled without notice, lagging, dropping out - could go on and on. Over half an hour waiting for Customer Services. No refund for advance payments. Shocking, shocking service
- Location
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- Location
- liverpool
- Reviewing
- Plusnet
- Date
- 2016-01-14
- Comments
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do not go anywhere near this company, i have been with them for 10 weeks and everyday there has been problems. i have had 2 engineers here and both have told me it is the router that is faulty but Plusnet can't be bothered replacing it. they take your money then ignore you and if you call them you will be waiting up to an hour at a time. i have phoned then everyday (sometimes up to 5 times) and the best time i have got through to them is 30 minutes...
go elsewhere...YOU HAVE BEEN WARNED
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2019-03-22
- Comments
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Tried to sign up for broadband. Quickly realised their customer service was appalling. Cancelled the connection before the installation date. 6 weeks have now gone past since cancellation and they have not refunded over £200 paid up front. I call every week, they say they will arrange the refund, then they do not. Muppets.
- Location
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- Location
- SE Wales
- Reviewing
- Plusnet
- Date
- 2016-05-27
- Comments
-
HORRENDOUS. Plusnet need to be investigated by Ofcom for numerous reasons. They have not supplied the contracted speed (sometimes speed has been close to 0). We spent HOURS on the phone with them messing us around to get an engineer out to confirm (yet again) the speed was still (since the day we took out the contract) under the contracted speed. They don't document everything on their support tickets if it doesn't suit them (trying to hide from Ofcom when complaints are made?). We had to fight to get confirmation from Plusnet that under Ofcom's Code of Practice we could be released from the contract with no costs. They are now trying to charge us (which they won't get away with) Their customer service is terrible. They pass you around in the hope you'll disappear. They give incorrect information. They don't do what they say they'll do. AVOID AT ALL COSTS.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-08-22
- Comments
-
Switched to Plusnet end of July, will be lucky to have internet by the 2nd September.
Had to hold for ages. They blamed the issues on the previous tenants and said there was nothing they could do about the delay. They didn't notify us of or flag up any issue.
I spoke to someone on the online chat who gave me the wrong information, I then spoke to some one on the phone after 40mins of holding (I recommend getting weq4u app of if you have to call plusnet) who said there was nothing they could do.
I had a much better experience with sky.
Avoid Plusnet.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2020-08-10
- Comments
-
THESE ARE CALLED "MINUSNET" IN OUR HOUSE
After numerous phone calls over a month (each time waiting approx. an hour on hold) found out that my broadband installation had gone so wrong they need to start again. The worse thing is that several people had previously told me it would be fixed within 24 hours and it caused me no end of issues with inability to work due to no internet. The worst part is that it's really difficult to get hold of anyone to discuss anything, either a voicemail saying they aren't accepting calls, or a very long wait. There's also no continuity or responsibility on their behalf, each time you have to speak to someone new and start the whole process again, then their promise fails and you have to call back...over and over again. I'm currently on hold asking for my installation fee to be refunded (again). Really don't know where the claims to the award winning team come from on the website!
- Location
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- Location
- Ballymena
- Reviewing
- Plusnet
- Date
- 2018-04-11
- Comments
-
Really slow speed with regular buffering for the first time in years. Took the unlimited fibre extra, the fastest speed available in my area with plusnet estimating speeds far above my then supplier. The reality is their speed does not come close to my previous supplier, Talk Talk, how I wish I had stayed with them. Customer services tell me it’s my problem and to try all these changes with my set up - none of which work. Then they say the guaranteed speed is only for direct hard line connections. Who doesn’t predominantly use WiFi? No one I know. I didn’t have these problems with any other supplier. Thankfully it’s only for a year, four months left until I can escape. DO NOT CHOOSE PLUSNET - THEY ARE WORSE THAN RUBBISH. There were no reviews from Northern Ireland that I could find when I signed up or I wouldn’t have touched them. Every time their TV add comes on I get angry.
- Location
-
- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
-
Is this attempted theft?
Having paid £225.83 up front for a year's worth of line rental with Plusnet, after thought (and some truly terrible customer service), I decided to cancel the contract two days later. I was assured cancellation was complete along with a full refund. 28 days later, not one penny has been returned!
Worst of all is, if I had not checked my credit card statement, I would not have seen that the money had not been returned, in which case, would I have ever have seen my money again?
Have Plusnet contacted me - even once- about this issue? No, of course not.
Take what you will from my experience, but I'm not going anywhere near this company again.
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2015-09-27
- Comments
-
Attempting to sign-up for BB with Plusnet and it has taken months. PN blaming BT and vice-versa. No call to customer service has been answered faster than 40 mins wait. Worst has been 40 mins wait then transferred to high-priority team with an additional 45 min wait. Absolutely appalling level of service I wish I had never started with them. It's also almost impossible to be transferred to speak with a manager.
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2021-06-14
- Comments
-
“terrible internet provider" sign up with the cash back offer, then they just turn around, and tells me you are not eligible for the offer" scumbag plusnet" scammer!!!
- Location
-
- Location
- York
- Reviewing
- Plusnet
- Date
- 2019-07-13
- Comments
-
Truly awful. Four weeks and no router!! Called to complain but given no option to cancel.i gave them the opportunity to put this right but they ignored it. Seems my service is active even though I have no router and therefore no broadband. Only in plusnet world would this make sense. Avoid. I signed up for the cost but it wouldn’t be good value if it were free.
- Location
-
- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2015-10-16
- Comments
-
AVOID AVOID AVOID. These people are completely inept. I haven't had a reliable broadband service since the beginning of the year, and after hanging on the phone for 30 minutes plus every time I ring to tell them about it, they fiddle around and supposedly fix the fault. Then a week later its the same again. I rang to cancel my account back in July and was persuaded to go over to fibre which I was told would sort everything out. It didn't - I just pay more, and now they are trying to tie me in to the 24 month contract I only took out on the basis it would solve the problem. I am now in dispute over their termination fee. Money for nothing, that is.
- Location
-
- Location
- guildford
- Reviewing
- Plusnet
- Date
- 2016-09-19
- Comments
-
Could not agree with most of the reviews here more. Like Obama & Blair these people promise so, so much and utterly fail to deliver. Just avoid! Not cheap enough, not reliable enough, not helpful enough, not concerned enough. Fast Broadband? No. Just No.
- Location
-
- Location
- Fareham
- Reviewing
- Plusnet
- Date
- 2016-10-03
- Comments
-
Plusnet took my order for fibre and couldn't deliver. They forgot to tell me this and yet still cancelled my line with my previous supplier. I only found out by waiting on the helpline for over an hour. I'm now without phone or broadband and live in an area with no mobile signal
- 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.