3,751 Customer Reviews over 94 pages
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2020-10-12
- Comments
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Connected today. The broadband speed is well below the guaranteed speed but it is impossible to speak to someone and there is no chat line open. My minimum guaranteed speed is 31mbps on a 40mbps package and I am getting 20mbps. My previous provider (Vodafone) was a 35mbps package and I was getting 33mbps from day one consistently. I wish I hadn't chosen Plusnet
- 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
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-01-30
- Comments
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I am never able to login on my plusnet account as their website is always down.
Their customer service, specially live chat is extremely slow, useless and a waste of time.
I have 76Mbps internet, but only on papers. The actual speed which I get is different every day and is most of the time much lesser than what my contract says. Streaming is never smooth and it makes me believe that they automatically slow the internet down for no reason when their system detects movie streaming. I obviously didn't buy that high speed fibre internet just for occasional browsing.
- Location
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- Location
- Fareham
- Reviewing
- Plusnet
- Date
- 2016-10-31
- Comments
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Rubbishy moved house instead of moving existing plan had to extend contract and take a new plan at a ridiculous price simply because bought a house which is ridiculous other providers just transfers existing plan. Didn't feel values existing customers will not use again customer service "didn't do me proud" was extremely rude and unhelpful
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-06-24
- Comments
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I’ve been with plusnet for well over 10 years as I’ve always managed to get onto a good deal at renewal. Even moving house with them was easy. Just recently upgraded to fttp and service went a bit awry, however a call with their support team has got it resolved. Has no issue getting through to them. Whenever I call them pick up is quick. Tech support do a call back from a text bot service and say it will be within 30 mins. My call was more like 10 mins. Very happy with their customer support.
- Location
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- Location
- Bucks
- Reviewing
- Plusnet
- Date
- 2017-01-05
- Comments
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STAY CLEAR!! If there was a zero star I would award this company zero. We moved house in May 2015 and were told that everything should be up and running in 5- 10 working days. Within a week we told them that they had the wrong flat number and to Change it on their system. Although it was a house move we had to go for a different package which increased our monthly payments by £10 a month. My son was having exams so we agreed. Nearly two months later we didn't have broadband - kept ringing them and they just kept apologising. Got the broadband 6 weeks after we asked them to move it, tried to get out of the contract and they kept saying we would have to pay for the remaining 18months!!! Now 6 months later we have been disconnected again as they hadn't changed their system with our new address - even though their engineer came to our current address!! Rang them and again it will take 5 - 10 working days ....for what?!?! Just reconnect us! Lady on the phone was apologetic but no budging on when we will get reconnected- just the usual "we can't give you a date, you will be told in 5 - 10 working days' again tried to get out of the contract and being faced with having to pay over £140 to leave!!! NEVER AGAIN - Worst customer service, absolutely no attempt to resolve the situation - just constant apologies. Doesn't work when I rely on my broadband for work!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-09-15
- Comments
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Don’t do mistake and dont join them because of the price.
I been with them and I swear it was disconnecting every 5 minutes. Horrible system.
Also I left them last month but they charged me double because of the mistake they made that my contract would finish earlier, they have to refund me £25 but rubbish customer service didn’t solve the issue.
Save your money and dont join them and save your money and time
- Location
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- Location
- Dagenham
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
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Plusnet is a fraud and no one should go there based on my poor services i got from there.
They even fail to honor their own contract with me claiming they made the contract in and error and continued to charge me lots more and refused to listen to my complaints.
- Location
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- Location
- Brighton, UK
- Reviewing
- Plusnet
- Date
- 2018-11-02
- Comments
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It's a matter of regret that plusnet is doing business as a fastest internet service provider where they themselves don't know what does it mean to them. My internet service has gone down for last two days and every time I call them, the telephone service informs that the waiting time is 60 minutes! How this can be possible in a country like UK where people are running to get things faster! I'm totally pissed off with this company's poor service!!!
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2021-01-07
- Comments
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Rubbish slow and now I lost my number and it happened when I bought a sim for someone else and it deleted my number
- Location
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- Location
- Attalhi
- Reviewing
- Plusnet
- Date
- 2019-08-29
- Comments
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I moved to them, they promised to move my number, they didn't, all what they say if you are not happy we can cancel your contract, they wasted my number, my time, they don't care!
- Location
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- Location
- East Sussex
- Reviewing
- Plusnet
- Date
- 2016-02-10
- Comments
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I joined plus net a couple of years ago mostly because of the good reviews and customer satisfaction . The cost was pretty much the same as other competitors. I pay £26.98 per month.. Since then connection is generally slow, I keep being told I should have fibre optic. I have had days without connection in the past and have been satisfied with the service. Sad to say that now things have changed. I've just had 5 days without connection. Tried calling last night 30 minute wait to get through without satisfaction but tonight was determined to get assistance. I've been on the phone for exactly 1 hour and 1 minute! Spoke to a female who admitted she was no good at maths, suggested at 19.50 I should wait for 4 hours to turn off the router and turn back on but could not work out what time that would be! When I asked for refund for the 5 days I've been without internet she has offered me £1.66 she was unable to tell me a cause, saying it could be a lot of things. I was expecting storm Imogen to blame... And said she now had a calculated. In conclusion plus net ok when you have connection when things go wrong a nightmare to get through to them and far from satisfactory feedback
- Location
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- Location
- Welwyn Garden City
- Reviewing
- Plusnet
- Date
- 2018-11-14
- Comments
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Very slow broadband speed, very over priced, managed to leave after having to stay with them for 3 years on a contract so we didn't have to pay a leaving contract fee, then get a notice saying that we still owe them £83.31. Still trying to get through to them to investigate why this has happened. WORSE BROADBAND COMPANY EVER! DON'T USE THEM!!!!
- Location
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- Location
- Ipswich
- Reviewing
- Plusnet
- Date
- 2016-12-19
- Comments
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The main problem is the abysmally slow webmail and the outdated restriction of 1G for your mailbox. If you start exceeding this then all your emails will be archived which means they empty your box completely.
Plusnet themselves recommend you use another provider for emails eg gmail or hotmail. Their servers are not coping with demand and I would never recommend them to someone else.
After contacting the Chief Executive I have had help from a dedicated team to reduce mailbox size and more time to archive; however the bottom line is that Plusnet are constantly advertising for new customers without being able to cope with existing ones.
- Location
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- Location
- Barnsley
- Reviewing
- Plusnet
- Date
- 2016-11-29
- Comments
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If it were possible to leave 'minus' stars, I would. I've had nothing but problems with PlusNet for weeks and weeks. As long as everything's running, they're ok, but if you have a problem their 'award-winning customer service' is nowhere to be found. They treat their customers abysmally, don't answer questions, and don't care about their customers once they're locked into a contract. The worst company I've ever had to deal with.
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-12-21
- Comments
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Was connected on time for Christmas customer service updated me every step of the way so far so good.
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2018-01-10
- Comments
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Webmail barely works. Customer service unhelpful. Wifi cutting out daily. Lucky to get 1MG download.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2018-11-21
- Comments
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The worst customer services their adverts about good customer services is untrue
I signed up to Plusnet after a reasonable spell with sky who incidentally have excellent customer services
I signed up online and through a glitch on their website ended up being charging twice!
So I had the unpleasant experience of having to get in contact with an agent, this took me over 60 minutes to get through to an advisor!
My contract was arranged on the 17th of October and I waited patiently for my router to arrive
I finally gave up today (21st November) and after another 60 minute wait to get through to an advisor cancelled my account and now have to wait up to 30 days to get a refund
The thing that is very clear is that Plusnet has the worst customer services of any of the big broadband providers, even worse than Talk Talk which is really saying something!
So anyone reading this please be careful, Plusnet make big claims about their customer services but the truth is that this is completely misleading
They are dysfunctional and virtually impossible to get in contact with, I did not receive the service I signed up to even though they were quick to take my money.
I rank plusnet the worst broadband service provider with the worst customer services
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-06-13
- Comments
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Honestly the worst broadband service I've ever experienced. Slow connections and even cut-offs at random times of the day and a lot more at night.
Switched to BT and all is well.
- Location
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- Location
- Standish
- Reviewing
- Plusnet
- Date
- 2016-10-21
- Comments
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Tried to port from Sky to Plusnet. Don't bother. They cut my line off a week before the transfer and left me without telephone and broadband for 7 days. Plusnet claim to be organised, but couldn't organise a booze up in a brewery!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-05-06
- Comments
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Absolute joke of a company, they pride themselves on excellent service, absolutely useless and incompetent.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2022-03-31
- Comments
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The worst company I have ever dealt with. They shouldn't be allowed to treat customers the way they do. No Internet for a month, fobbed off on the phone and missed appointments. Theyve still taken their money though!!!
- Location
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- Location
- Kirkless
- Reviewing
- Plusnet
- Date
- 2022-01-25
- Comments
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terrible speeds, terrible service, constant high packet loss. absolutely shocking.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2014-02-27
- Comments
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Rude and obnoxious staff!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-10-12
- Comments
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Changed provider and they still took money from my account!!! And am still waiting for my money back until now !!!
- Location
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- Location
- Edinburgh (City of)
- Reviewing
- Plusnet
- Date
- 2018-11-25
- Comments
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I received my box late after I joined. Left me with 3 days without internet which was fantastic when you work from home. - they said they would refund me the days without service but never did.
Consistently cuts out and is 100% not suitable for online gaming.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-09-28
- Comments
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I had been a long time customer of PlusNet, until today. I ordered an extra line in a new office but after the line was activated it was discovered that the DSL would drop often due to latency on the line. We did many ping tests with their support team and found significant packet loss and time outs. It was determined that line could not support DSL. So the line was canceled but when I tried to cancel the DSL service they insisted I had to pay for the full 12 months of the contract, despite not being able to provide DSL on this line.
I obviously did not want to pay £179 for quite literally nothing so asked if I could transfer this cost as a credit to one of my other accounts. They just repeated that I was in contract and stated that due to data protection reasons they couldn't even look at my other accounts...
I have since cancelled all my accounts with Plusnet. Their customer service and customer retention is a joke.
AVOID LIKE THE PLAGUE!
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-12-19
- Comments
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Horrendous. Never less than an hour on the phone waiting to speak to someone. Setup massively delayed, had to replace the router almost immediately as it is so rubbish. Now my connection is blocked because they haven't set up my direct debit properly.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-01-17
- Comments
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The internet for the most part was just OK. Never fast but usually just about good enough. I say this because semi-regularly it would cut out and streaming would often stutter for a couple of minutes.
The main reason I gave a 2 star rating was that they charged me £65 to cancel!!! This was not obvious when I signed up and negated the savings made when signing up for Plusnet broadband who are cheaper than most of the other competitors.
- Location
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- Location
- Blyth, Northumberland
- Reviewing
- Plusnet
- Date
- 2020-01-03
- Comments
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I've been with Plusnet for 18months and I'll be honest the buffering and issues with routers have been constant. I had one failed router which I had to prove with a known good router before they would replace (difficult if you dont have one). Generally an average service. The cost comes at the end of your contract, dont expect to renew for a good deal. Currently they offer 27pm with £75 cashback for new customers. Best you will get on the phone is £33pm for 24 months and no further incentives. Given the average speed has been 20mbps below the advertised and it drops out frequently I've decided to move to EE. After cashback (100) its £21pm for 18 months, reviews suggest their equipment is superior also.
- Location
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- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2018-03-19
- Comments
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The promises don't match the results. When we've had a problem it has not been quick or easy to rectify with Plusnet always blaming a third party for being slow or not responding.
Broadband speeds never as good as advertised - again an excuse of where we live. Reliability generally good but always ups snd downs. Bills never match what is quoted and they put prices up mid contract
- Location
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- Location
- Crewe cheshire
- Reviewing
- Plusnet
- Date
- 2022-05-23
- Comments
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Boy am I glad to get away from Vodafone,signed up with plusnet brill speeds,they had my broadband up and running asoon as my contract ended with Vodafone on the same day,I'm happy with everything and customer service were great,thankyou plusnet for a broadband that works perfectly.....
- Location
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- Location
- Oldham
- Reviewing
- Plusnet
- Date
- 2017-12-07
- Comments
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Not fit for purpose charging £38 1.52 mb download and 0.53mb uploads not worth the money and the inconvenience of being in a contract for a year don’t bother signing up.
- Location
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- Location
- Sm11ex
- Reviewing
- Plusnet
- Date
- 2017-03-17
- Comments
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Don't trust those. When they selling u their package.they gone promised u excellent service once u sign the case contract they let u down... be careful don't trust them
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-01-17
- Comments
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Horrible customer service
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-12-05
- Comments
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After years of suffering TalkTalk we changed to Plusnet and our broadband speed is even slower. If I hang on long enough waiting to speak to customer services, they are at least in the UK but that is the only slight advantage. So very disappointed.
- Location
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- Location
- Chepstow
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
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Excellent service and speed. They are a sister company to BT but they are a lot cheaper than BT.
I have never had any issues with connection or speed.
- Location
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- Location
- Bognor Regis
- Reviewing
- Plusnet
- Date
- 2016-01-03
- Comments
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Lost connection to broadband just before Christmas and called the support desk - queues of over an hour! Had to get onto 4G on my phone to try to log a call and was told by the support person that I had to check the line so whilst I was doing that on my phone he logged off because I had been gone too long! Had to queue up all over again. Am now changing supplier but have had to ASK plusnet for a rebate on the week that I had no broadband. Absolutely rubbish service and broadband is now so slow it's practically unusable.
- Location
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- Location
- E Sussex
- Reviewing
- Plusnet
- Date
- 2014-12-08
- Comments
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When I purchased this I was given an installation date on the +net web site of the 22nd (2 weeks time) a long wait. The next day I got a text stating it would not be the 22, but the 24. But since paying the best part of £100 I have received a number of texts each telling me it will be a different date, now it's moved again to the 25th. And that's not the end of it, that date is only for the phone line and I will have to wait up to another 2 weeks for them to switch on the Internet. NEVER USE PLUS NET Unless you want to wait a monthly to get online!
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2021-03-10
- Comments
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We have been with Plusnet for over 15 years now but the level of service and support has deteriorated over that time. As long as things work you're ok but getting help is very difficult. They dropped the inclusive webspace some time ago and have now dropped the Line Rental Saver option. Much less attractive.
- 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.