3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-03-18
- Comments
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Avoid like a plague
.... their service and attitude to customers is worse than a pandemic or plague for that matter.
I contacted Plusenet to inform of the sad news that my dear Mother has passed away and will need to stop her telephony and broadband service. Instead of offering sympathy and an empathy of the loss of a parent, I was lectured by the call centre agent that given the initial contract was arranged by myself (my late Mother suffered from severe dementia) then Plusnet is not obliged to terminate the service and should I to wish to do so then there will be penalty charges. The agent repeatedly re-iterated her position despite the fact that I alerted her that the service was provided to my late Mother home and the monthly service charge was taken out of her account.
I am still waiting (4 days now) for a senior manager to call me back, as promised by the agent, in the hope of having a more rational discussion rather than a one with an automaton agent. To add an insult to an injury, I received, today, a text message from Plusnet informing that they intend to close my complaint and escalation request, as in their view my complaint has been resolved.
At the end of the day, quality of service can only be assessed on how flexible, understanding, caring, sympathetic a business is and how it deals with the exception to the norm, if any. I am sorry to say that Plusnet staff has demonstrated that the company to be heartless, uncaring, rude, lacks basic level of compassion or consideration for a bereaved person
- Location
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- Location
- Peterborough
- Reviewing
- Plusnet
- Date
- 2020-05-03
- Comments
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If I could give minus scores below zero would. I've been left without internet for over month because of Plusnet. They have still charged me for the zero service and internet they failed to provide, I have been told I must write a letter to claim my money back. They have given us excuse after excuse. As a care manager (a key worker) not only do I go to work caring for vulnerable people but I also work at home on my laptop after hours. Sadly I haven't been able to this. Plusnet have put me in such a position with my job, especially during recent events. I have been without internet since 25th March 2020, it's now 3rd April 2020. Awful, awful company. All I want us the internet I have paid for! AVOID THIS COMPANY!!!!!!!!!!
- Location
-
- Location
- North Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-03-25
- Comments
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I mistakenly signed up to Plusnet as it was cheaper to pay the whole year for the phone line rental vs. BT. The broadband was rated at 1 meg a sec in an email they sent but it never worked. It dropped out all the time. The phone line was really bad and noisy.
They had 'Online diagnostics' that included swapping out the Plusnet router for one of my own (!) Sorry, but I don't own a box of DSL routers to do such tests. After submitting a ticket that was ignored, I finally had to call them to get someone to troubleshoot the problem. They said my line was fine from their tests and did I want an engineer to come and look. If it was the Plusnet router, I had to pay a £50 fee (!) Not trusting the crappy router they had sent me, I declined and use my work internet.
I am leaving the UK for a new job and then decided to cancel Plusnet. I paid £150 upfront for the year and have only used this service for three months. OK, I expect a fine or fee as I got a %7 discount from paying the year. If you cancel early you get NOTHING back!!!! It is is the terms and conditions somewhere, but when you are moving house, you don't have time to read the pages of TOCs. Sounds like a con to me. On top of that upfront £150 line fee, I still pay £20 per month for the broken internet. To end that part is £50 cancellation fee and a £30 cease fee, whatever that extra is. £80 in total.
So, for three months of piss poor telephone line and no internet, it is going to cost me £230. Better off with BT. Avoid Plusnet at all cost, they have a hand in your wallet and that is all.
- Location
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- Location
- Brighton and Hove
- Reviewing
- Plusnet
- Date
- 2018-01-19
- Comments
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When it's working the speed has been pretty good and i haven't had as much trouble as with Virgin Media. However, customer service is really poor as they are frequently hard or impossible to contact - at times when I've been told there's a phone waiting time of 10-15 minutes I've been on hold for 30-45 minutes, the chat line is frequently too busy for further requests and even when I've raised a fault or complaint, there is no provision of a direct complaints line to follow up for updates, apart from to go via the very long hold process again.
Basically, if everything is working fine it's good, but as soon as there's an issue at all it's really frustrating.
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2021-06-25
- Comments
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Router would not allow a connection to the internet. I called Plusnet on 3 occasions and the staff were 100% helpful and courteous trying their best to help, eventually ordering the services of an engineer who came the following morning. He found a fault at the exchange and hey the internet is up and running with good speeds even on my basic plan. I have never had to wait very long when telephoning, brilliant customer service . If its bad service you are after --go join talktalk.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2015-12-19
- Comments
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Plusnet! Plusnot would be better. Award winning customer service? They should be sued for misleading advertising.
Dreadful service on their so called super speed broadband. I had quicker service years ago when I used dial up.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2022-10-13
- Comments
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I was a massive fan of plusnet. I was a customer for over ten years and even recommended two other people to it. The customer service has went down-hill completely and I would recommend no one now. One of the people I recommended moved, and plusnet could no longer provide them with the service they were paying for. They rang and were told it was sorted, and that they would not have to pay the remainder of the contract or the early termination fee as plusnet could not fulfil their end of the contract. They later received an email asking for the money owed. They rang again and were told it was the first caller's mistake and it was now sorted. The same thing happened. They called again and were told it was a management issue and it would be sorted this time and not to worry. They were then contacted by a debt collection agency who plusnet passed their details to. Of course the debt collection agency has added on a 25% fee on top of the debt. Plusnet were contacted again saying it's now not their problem as they can't see any details anymore. My friend explained the situation to the agency who contacted plusnet and were told to put it on hold for 10 days until they could look into it. 10 days later the debt collection agency got back in contact again demanding money. Another call later and the agency said they have heard nothing from plusnet, have had to put it on hold again, and are trying to get plusnet to contact them back. This is absolutely ridiculous and unacceptable.
- Location
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- Location
- Gateshead, Tyne and Wear, UK
- Reviewing
- Plusnet
- Date
- 2019-11-19
- Comments
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Seems to break quite a lot. Currently having issues which is annoying as I'm a small IT business. Looking at diagnostic using trace route it appears that the line drops frequently and traffic struggles to make it past the providers routers. Problem is at their end.
- Location
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- Location
- Lincolnihire
- Reviewing
- Plusnet
- Date
- 2020-04-09
- Comments
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Don't fall into the trap of paying a years line rental at a cheaper rate, it prevents you from changing packages midway through a contract.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2020-12-14
- Location
-
- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2019-02-25
- Comments
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Plusnet is ok until somthing goes wrong it is then a disaster area. I have just left Plusnet and owe them £14-29 I tried to pay it last time i contacted them but couldnt because they didnt know the exact figure. Today having had no emails or telephone calls they have written to me saying they have been unable to contact me and have passed my debt to a debt collector Oriel. I have tried to contact both Plusnet and Oriel this morning neither answers the phone within the times they say. To add insult they have added 25% to the amount for their trouble!!
- Location
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- Location
- Harrow
- Reviewing
- Plusnet
- Date
- 2018-06-08
- Comments
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Signed up with PLUSNET as they were advertising cashback, signed directly with them thinking that i will be getting cashback okay fair enough I had claim this and it would not be automatic. Waiting for 3 months to receive an email to claim cashback now I am told that I did not signup with cashback offer but sign up in non cashback website without cashback so I am not entitled.WHY would a Company have two options with and without and not to honor want they are advertising. I am cheated!!!
- Location
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- Location
- Camb
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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First signed up the broadband was brilliant and soon after the broadband would drop out every day for hours for some reason at certain times I rang support and talked for 30 mins they said it was a problem with me I rang again they had me unscrew the socket in my wall and I rang a third time they said to change the broadband channel and after the many hours and pointless waste of time activities I had to go through nothing has resolved the issue in anyway DO NOT CHOOSE THIS PROVIDER
- Location
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- Location
- South Wales
- Reviewing
- Plusnet
- Date
- 2016-09-25
- Comments
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Never buy ADSL from Plusnet- they use the oldest ADSL, not ADSL+2 . Speeds are 256kb/s downloading data from any website at best. Plusnet promised to upgrade to fiber on 31st of August 2016, then made an excuse that an Openreach engineer was needed to fix our BT line... complete B.S . They said 5th to 15th of September we'd get fiber....then made an excuse an engineer wasn't available until Sept 27th... No emails or letters from Plusnet whatsoever, they didn't bother informing me at any stage about possible delays- I had to use their chatbox to get the info from Plusnet 'customer service' ... They do not prioritize fiber customers. Considering Plusnet is part of BT, as is Openreach. I can say Plusnet is the worst broadband supplier out there... they don't 'do you proud', they do your head in... AVOID PLUSNET AT ALL COSTS. I did warn them about a review and possible legal action alongside Trading Standards, Citizens Advice Bureau has reviewed my case, I will unleash Hell on Plusnet very soon, I do believe.
- Location
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- Location
- S,wales
- Reviewing
- Plusnet
- Date
- 2023-06-10
- Comments
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Terrible company avoid at all cost ,I was told they would match sky's offer of £26 a month for 18 months then a few weeks later put my price up to £30 ,the should have been made more clearer to me that the price of £26 was only for a few weeks
- Location
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- Location
- coleford
- Reviewing
- Plusnet
- Date
- 2018-10-19
- Comments
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upgraded to fibre, very unstable,fast and slow all the time. worse still can't get through on phones to complain about problems, its been rubbish for weeks now.
- Location
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- Location
- billingham
- Reviewing
- Plusnet
- Date
- 2018-10-15
- Comments
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A victim of their own success! Initially speed OK but still slower than advertised. Now my download speed varies from a miserable 3 meg to 10 meg and unreliable. Calls to speak with them now on hold from between 10 and belive it or not...35 minutes. I will move as soon as the contract expires.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
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Worst internet provider ever! Should have had internet a month ago and still nothing. They send me regular texts with empty updates and false promises. As they're not conclusive, I need to call customer support 2 / 3x p/week and the staff is rude and doesn't have a clue about the issue being discussed. Couldn't be more unsatisfied. Wouldn't recommend it to anyone! Not even my worst enemy.
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-12-05
- Comments
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The Charges and different things you get told every time you have to call customer services don't ever match up. It takes on average 27mins to get through to anyone, Just to be told that there will be more charges. They all need some more training and the lies, it is not the law not to freeze an account it is just your policy. Don't say things that are not true. Would never recommend plus net to anyone EVER
- Location
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- Location
- Chippenham
- Reviewing
- Plusnet
- Date
- 2018-09-06
- Comments
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This company are the pits! Wish I'd never signed up with them. Long story but basically they cut off my line for no reason, then couldn't get it back on again, had to send an engineer who told me the fault was at the exchange and sorted it, now they're trying to charge me for the engineer. Many hours spent on hold and speaking to unhelpful (I'm being kind) people
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2019-11-15
- Comments
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I have been a customer for many years and overall the service has been fine. I did have a major billing issue back in July which has only just been resolved. I would like to personally thank Lee Yule for his superb professional approach which was both caring and considerate. Lee has been such a fantastic help resolving all the issues. He is a credit to the company. I would have left and changed provider if it wasn't for Lee.
- Location
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- Location
- cheshire
- Reviewing
- Plusnet
- Date
- 2017-02-17
- Comments
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This Company don't even deserve a one it should be minus 100 this is the worst broadband provider I have ever experienced reliability is absolute zero loses connection all the time throughout the day don't use them. Asked for a refund as they have not provided the service that they contracted to do but got told no but I am going to try again.
- Location
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- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2019-09-07
- Comments
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Slow to bad internet, got worse when we left, settled bill only to receive an aggressive let 3 months later saying we owed money and they had contacted us several times, called them talked to numerous people before they admitted the mistake all sorted, four months later another threatening letter, same response on the phone. ONLY USE PLUSNET IF YOU HAVE NO OTHER CHOICE
- Location
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- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
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Broadband is intermitted and has a sharp drop off of speeds in the evenings. I have stayed with them for 2 years because the upside is there are some incredibly cheap packages if you're willing to sign a contract for a year. (The first year i paid line rental for a year up front, and broadband was free, the second year the broadband was £1 per month). Time has come, and patience with the slow and intermittent broadband has run out. I tried to call the customer services line to check I have no cancellation fees, only to find that the opening times listed on the website of 07:30am - 10pm every day are completely incorrect. According to the automated message (WHICH CAME AFTER GOING THROUGH THE MENU) the phone line is open for just a bit longer than the standard working week.
Terrible and sloppy. Would not recommend even for the price.
- Location
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- Location
- Folkestone
- Reviewing
- Plusnet
- Date
- 2016-08-07
- Comments
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Always cutting out - completely unreliable and then always up to me to find out what is going wrong; they never contact me first; no easy way to see if there are issues except a laughably vague page about service status. Customer "service" is a horrendous community run one full of busy bodies without any real technical expertise that make it harder to solve your issue if you're too polite to tell them to sod off. Expensive for unreliable internet, random change (always lower) in line speed. Avoid at all costs.
- Location
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- Location
- leeds
- Reviewing
- Plusnet
- Date
- 2017-01-11
- Comments
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was told that my turn on date was the 6th its now the 11th and still no internet rang up customer services afte waiting for 20 mins to be spoken to by a lady who clearly had a attitude problem that they never said the 6th (had this in a email infront of me) and the bt guy said theres a hazard so he couldn't carry out the work shocking service wouldn't recommend to anyone
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2017-12-08
- Comments
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I have switched to Plusnet broadband and phone recently from Sky and wish to share my positive experience.
I had previously been a Plusnet Fibre customer at my old house, however moved away when my new house did not have Fibre. I know they are terrible at answering phones but the online tech support was better than any other ISP I've had (Save for the old Freedom 2 Surf).
The switching process done via the PlusNet website was very simple and very quick. It took around 2-3 weeks in total and I received texts and emails at regular intervals to update me on progress.
When the switch went through, I was without internet for around 24 hours as the Plusnet Phone took over the Sky phone the day before. A minor inconvenience in the grand scheme of things. When the broadband went live, the router installation took about 3 minutes and then you have to let it initialise for 15 minutes before connecting. Once connected, I have noticed a near faultless connection throughout. With Sky, my connection was dropping two or three times a night. So far (touch wood) I've not had any noticeable drops with Plusnet even though they did advise it may occur in the first 2 weeks. Speeds are way higher than Sky ever managed. Peak Time the speed drops to around 12mb and at off peak it's around 15mb. Streaming on more than 1 device is no problem at all.
The router hardware doesn't seem to be as powerful as the Sky unit. The signal seems to be weaker upstairs but we still manage to get a good enough speed for streaming. It would be good of Plusnet could investigate the possibility of supplying a more powerful unit, or a tried and tested wifi booster which we could purchase.
I signed up during a period where there was a £50 cash back reward and I received my cheque about a week after I claimed it online (you get an email to ask you to claim for it). I paid up front for my years line rental so in effect, I am getting a far superior broadband service for the equivalent of £13.33 per month.
I am very pleased with the service I have received and I am hoping it continues throughout the duration of the contract.
- Location
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- Location
- Bangor
- Reviewing
- Plusnet
- Date
- 2017-08-30
- Comments
-
Only recently got plusnet and it's just awful. Won't work outside or in my bedroom only in the living room. My laptop will not connect to it unless I am literally beside it and I am unable to carry out any form of download or even open a web page never mind trying to actually stream something.
- Location
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- Location
- Redditch
- Reviewing
- Plusnet
- Date
- 2015-12-16
- Location
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- Location
- Tonbridge
- Reviewing
- Plusnet
- Date
- 2017-12-03
- Comments
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I have been with Plusnet since we first got a BT Home Highway connection last century. Because I only want broadband it is difficult to change - every other company wants to sell you a package.
Download speed is regularly lower than 0.75 and( on a good day it might be as high as 2.4) upload speed is a constant 0.5 or lower. My son was told it would take over 1 YEAR to download an upgrade for a game he plays.
I am sure we are below the permitted %age of customers who don't get the advertised speeds but Plusnet will do nothing for us.
- Location
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- Location
- Bury lancashire
- Reviewing
- Plusnet
- Date
- 2016-08-16
- Comments
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Been with plusnet for years speed and service has gone off a cliff. No doubt the greasy palms of BT operating in the background. Communicated via Internet to Ben and jake tonight who eventually left me hanging in the air after cutting me off with no satisfaction. So much for their award winning customer service and they were not doing me proud to quote their marketing guff. A bunch of lightweights operating no doubt with zero housed employees driving their customer service computers.
- Location
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- Location
- Oxford
- Reviewing
- Plusnet
- Date
- 2015-08-20
- Comments
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Appalling experience. Left without broadband for 2 weeks after the engineer cancelled last minute. Then lost my old phone number from my old house as they failed to follow procedure. Nightmare experience. Sales team tells you all sorts but delivers none of it.
- Location
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- Location
- Lytham St Annes, Lancs.
- Reviewing
- Plusnet
- Date
- 2019-11-03
- Comments
-
Joined in March 2019 plusnet have not taken any direct debits since. Customer Service they have trouble with their systems, recent bill was gibberish. Was advised to cancel direct debit until sorted but am getting threatening emails and texts for non payment! Am switching tomorrow - advise people to look elsewhere rather than plusnet - I'm not the only one to have this problem - can't even connect to their website now, get, 'failing- billing' message!
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2017-06-27
- Location
-
- Location
- LLANELLI
- Reviewing
- Plusnet
- Date
- 2022-01-24
- Comments
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had contract with them for 2 years geting about half download speed stated on my contract switched to sky better deal and getting advertised speed also charged for finishing contract one week early avoid plusnet had talk talk and ee before but no one as bad as plusnet
- Location
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- Location
- North Lincolnshire
- Reviewing
- Plusnet
- Date
- 2021-05-11
- Comments
-
After being a Plusnet customer for a good number of years, I had to take the decision to change providers. Speeds kept dropping and with teenagers in the house this was a cause of great distress. Games took hours to download, phones kept dropping wifi and tv streaming was nearly impossible. This was a huge disappointment from the great service we had in the early days with plusnet. Plusnet did change the router which made slight difference but not enough to make us stay, unfortunately.
- Location
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2021-04-28
- Comments
-
I was a customer of Plusnet for many years when suddenly they sent me a bill forty times what it should have been. I queried it and they accepted it was wrong and they cancelled my direct debit to avoid overpayment. Since then I’ve spent many hours on the phone, have spoken to over 20 people in Plusnet. All agree that they made a mistake but this led to their system terminating my broadband, closing my account and hounding me for payment including through a debt collection agency. It’s been the most stressful two weeks I can remember and now I’m without broadband and all the associated services whilst waiting for a new provider to be set-up. And I read that Plusnet have award winning customer service…..
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-09-01
- Comments
-
Worst internet provider ever! I have had countless problems with Plusnet. We have booked for the 4th or 5th engineer to come out and 'fix' the problem. The first 3 engineers made the internet even worse. We've had to buy an internet booster to try and make it better ourselves. I would not recommend them please save your money and find a company that actually can provide an internet connection.
- Location
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- Location
- WEYMOUTH
- Reviewing
- Plusnet
- Date
- 2020-02-07
- Comments
-
Don't normally do reviews.But the service we have received from Plusnet
has gone beyond excellent.Thank you.
BT has lost a 17 year loyal customer.
Just wish we had changed sooner, Can not praise Plusnet service enough.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2024-01-11
- Comments
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Rubbish customer services Just had what can be described as a ri off price increase. So rang them to tell them to stick they product, Instantly the staff member offered my a monthly cost just lower than, my current price they planned to almost double. He cancelled my DDM so he could set up a new 12month contract. What did I get today an email from plus a text message threatening to restrict my broadband service unless the rip of monthly cost was paid. Still what can yo expect from a division of BT, strange how they keep quite about that though but the engineer let the cat out of the bag when they had to come out to correct a router and socket fault. Avoid like the palgue they are BT even the same standard BT routers with a Plusnet sticker on them
- 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.