3,751 Customer Reviews over 94 pages
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- Location
- St Andrews
- Reviewing
- Plusnet
- Date
- 2018-04-29
- Comments
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At least one connection drop every day. The agents are rarely helpful. Price rises every year. Really disgusting. Avoid.
- Location
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- Location
- St Andrews
- Reviewing
- Plusnet
- Date
- 2019-01-28
- Comments
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Speed has been very good comparatively to friends with other providers. Brilliant customer service (they accidentally overcharged us and responded by refunding us and giving us the next month free). Wifi never gone down unexpectedly.
- Location
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- Location
- St Asaph
- Reviewing
- Plusnet
- Date
- 2018-03-10
- Comments
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Have fibre broadband with plusnet.
Shocking speed and reliability - on broadband speed checkers speed comes up as just over 5mb/s. With uploads coming in at less than 1mb/s.
Thats not even the worst of it though - on average Broadband will crash on at least 5 occasions a day where it completely goes off for 5-10 minutes at a time for both wired and WiFi connections.
Plusnets customer service whilst meaning well are totally useless and do absolutely nothing - seriously do not believe the we'll do you proud - what they actually mean is we will do nothing.
Seriously avoid this company easily the worst broadband and customer service I have ever experienced.
- Location
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- Location
- St Helens
- Reviewing
- Plusnet
- Date
- 2018-07-26
- Comments
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Absolutely dismal. Really slow internet. It struggles to load twitter images! Catch up TV programmes break down. Internet streaming dismal. Really bad. Locked into a contract for another 15 months of this. What a disaster.All I want is the internet. Steer clear!!!
- Location
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- Location
- St Helens
- Reviewing
- Plusnet
- Date
- 2022-11-10
- Comments
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I've been with Plusnet for 5 years now and I've only ever had one issue which was resolved within a few days. They have always had the cheapest deals (if your willing to haggle) I pay for upto 74 Mbs and I get a pretty constant 72 Mbs with hardly any slow down at all. I'm about to upgrade to a full fibre (FTTP) contract so hopefully I'll continue to experience great service.
- Location
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- Location
- St helens
- Reviewing
- Plusnet
- Date
- 2017-10-16
- Comments
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Please don't go with this company.. dreadful at getting through.. lead me to believe a technician would come out to install my broadband.. then got an email to say my router was in the post..cheap plastic router arrived.. I rang to cancel and was told they would bill me £240 on top of my £80 I had paid to "install" my broadband..review review review first before you agree to sign up with this company
- Location
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- Location
- St helens
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Comments
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Ever since had internet never worked had 3 new routers done all changing Chanel stuff had engineer out still doesn't work so need rain engineer been waiting 6weeka because customer service threw the report out. Also I was told not to pay till it's fixed by manager at plus net said he made a note but still there sending me letters emails so I rang up and paid then the want more with late fees so I said manager told me not pay wasn't having any of it so paid 2 days later get more demand for payment and I've got 7days to pay or they'll charge me £170 for cancellation fee rang up paid £40 my bill bare in mind is £19 a month still keep getting letters saying you owe this much ring them up every Friday when this rain engineer is supposed to be coming out keep saying sorry you'll have to wait plus every time you ring your on hold for at least 30mins before you talk to someone worst customer service and internet ever experienced all times I've not paid which I was told not to and them billing me is going against my credit absolutely ridiculous never ever go near plus net
- Location
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- Location
- St helens
- Reviewing
- Plusnet
- Date
- 2016-05-09
- Comments
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The worst broadband service I've ever had in my life (and I've been with a good few providers) Fiber speeds of 6mbps, Customer service waiting times 15-30 minutes, once you actually get through to an adviser there's a further 15-20 minutes to be expected on hold. Advisers tend not to write down customer comments and call you a liar when you quote something that one of them have told you. Stay clear of PlusNet - You'll regret it if you join!
- Location
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- Location
- St. Leonards-on-Sea
- Reviewing
- Plusnet
- Date
- 2019-01-20
- Comments
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Slows down morning and evening to the point that i resorted to my mobile network
- Location
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- Location
- Stafford
- Reviewing
- Plusnet
- Date
- 2017-08-09
- Comments
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I have been with them for about 4 years. The service has been alright compared to other providers. I contacted them to upgrade to fibre and ask for the same deal they are advertising, they would not as that was only for new customers. I am leaving because they want to overcharge existing customers to pay for discounts to new customers. I may go back in 18 months but feel they give you little choice but to walk.
- Location
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- Location
- Stafford
- Reviewing
- Plusnet
- Date
- 2015-07-02
- 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
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2016-09-29
- Comments
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Been with this company for three years until now and broadband is so unreliable then went off but when you phone them we will raise a ticket which in turn takes up to 5 days if not longer and just got fob off when you speak to them so now changing
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2019-02-08
- Comments
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My broadband speed dropped off and not close to the speed that I signed up to. For 15 days I checked my speed twice a day and recorded the dates and times. I then telephone Plus Net and was through to Jack at Plus Net within 2 minutes, I informed Jack of my findings regarding my broad band speed. We reset my router wich made no difference, Jack raised a work number to sort my problem out. The following day I carried out a further broad band speed check to see my reading, I was amazed to see that my broad band was up to full speed, I also received an email from Plus Net informing me that my issue was resolved and that I was up and running at my allocated speed. For me personally Plus Net did an excellent job of sorting out my issue what else can I say, thanks Jack at Plus Net.
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2020-08-19
- Comments
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Would definitely recommend..Everyone I speak to is really helpful and gets the issue sorted. Keep Up the good work
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2018-08-26
- Comments
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I have been with Plusnet a few years nearly seven and one thing I like about Plusnet is the one of cost for a static IP ideal for our CCTV system to keep connected when not at home broadband is fast enough for me with a. Few devices mainly wired to use the internet there has been problems with the underground wiring and rodents chewing but once reported and the line checked for a few weeks on test openreach fixed it the same day and the open reach chap was great I would say the call times can be very long unlike before when I first joined call times were five minutes but now can reach 30 minutes but on the whole I'm pleased with Plusnet even though they are not a perfect provider they are by far one of the better ones as the internet is usually stable and works well that is Plusnet
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2015-09-11
- Comments
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Just swapped from sky to super fast fibre. Was a little worried after reading all the negative comments but a very smooth changeover. I received texts and emails to keep me upto date, router arrived 2 days before and as arranged everthing was up and working by 3pm yesterday afternoon. Just done a speed test on my samsung tablet, 50.4MB download and 19.4MB upload a mssive imprvement from my sky broadband of 11.6MB down and 1.2MB up. Very pleased
- 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
- staffordshire
- Reviewing
- Plusnet
- Date
- 2017-11-27
- Comments
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Changed over from Sky who werent brilliant with customer service but this company is the worst I have come across. The broadband is slow and contantly goes off so that I have to keep reconnecting and whenever I attempt to ring customer services I am kept on hold for 20 minutes minimum and often get cut off mid conversation. They never ring back when they have cut you off despite having my phone with them so they, of all people, will have my number. The calls are also expensive. I wish that I had looked for reviews before changing to them as I would never have swapped. I am very dubious of certain positive reviews on this site especially when people who claim to have been with them for four years suddenly decide to put on a positive review. Avoid at all costs!!
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2015-01-14
- Comments
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Not very often do you find a review to say they're having a good experience with a provider, and I've definitely had bad experiences in the past with different ones I won't comment on.
I've been with PlusNet now since Aug 2014. The set up was very smooth, I did it online. I was asked to pay a months worth upfront, which I paid there and then. They sent a confirmation email almost immediately. A week later they sent the set up box containing everything I needed, but was asked not to plug it in until the date they requested, I think it was around two weeks after. I plugged it in on that date and I've not had any problems really.
We have 7 devices connected wirelessly to it and a console connected via the Ethernet cable, granted not all at the same time but there really hasn't been a problem with the connection and speed. It always goes as fast as the device will keep up with. It's very reliable and even when going out of range which is usually around two doors up when standing outside, as soon as you walk back into range you're connected again.
I've not had to contact the customer services up to yet so I can't comment on that part, but as far as my bills are concerned they're the same amount every month, which is the amount I had agreed to when signing up and it's taken out on the same day every month.
- Location
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- Location
- staffs.
- Reviewing
- Plusnet
- Date
- 2017-01-17
- Comments
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I have been a customer 4.5 yrs. with no problem but now on encountering low broadband speed I have been consistently fobbed off by a less than helpful advisor who would not listen & seemed only content on selling a dearer package. He could not explain why my line speed dropped off significantly since last Nov. when I completely lost my connection. He threatened me with an engineer call out fee of £65 & said that I could not terminate my agreement. All together I am totally disillusioned with Plus Net & I am seeking an alternative.
- Location
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- Location
- Staines
- Reviewing
- Plusnet
- Date
- 2019-10-08
- Comments
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Took out new contract with plus net in July, believing we had a fixed contract,within a couple of weeks they advised that BT sport was being increased by £5 per month and today advised that our call plan was going to be increased by £1 per month.
- Location
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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
- Staines-upon-Thames
- Reviewing
- Plusnet
- Date
- 2016-04-05
- Comments
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Paying for fibre optic and getting max 11mb speed. Phoned so many times and nothing gets sorted.
- Location
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- Location
- Stalybridge
- Reviewing
- Plusnet
- Date
- 2017-08-16
- Comments
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I have had to cancel my Plusnet yesterday 15/07/17 after a complete waste of time and money.
I ordered Plusnet fibre extra broadband on the 08/08/17 through one of there customer service reps over the phone, who told me an engineer would be coming on 15/08/17 between 8am and 1pm to install a new phone line at the cost of £49.99. I then received an email confirming this for the said date and time. I called Plusnet on monday 14/08/17 to ask a simple question to see if they would notify me any time in advance so i could make sure someone was at home at the time but was told they would try but couldnt guarantee it, So I took the day off work so I could be in for the engineer and sat at home waiting.
The engineer never turned up, so I called Plusnet to see what the problem was, after 20 minutes on hold I got through to a very nice lady who searched through my account for a while to see what the problem could be, she then told me that the initial date for the engineer had been automatically rejected on there system the day the booking was made and that the engineer would be coming on the 22/08/17 to install the phone line.
They knew it had been cancelled a week before the initial date and did not even have the courtesy to inform me, I lost a days pay and was charged £49.99 engineer cost for the privilege with nothing to show for it, to then be told I would have to be in on the 22/08/17.
So I called to cancel, if this was how it was going to start I didn't want to risk any more.
The first gentleman I spoke to was extremely pleasant and as I explained the problem and why I would like to cancel he was very understanding, he then transferred me to the Plusnet options team who would see if there was anything they could do to prevent me leaving.
The second gentleman I spoke to from the Plusnet options team, the one who was supposed to try convince me to stay told me two things, that the date given was only a provisional date and not necessarily the date they would be coming which to me was a bit of a kick in the shins as the previous lady from Plusnet had already told me they knew on the day I signed up that the engineer date had been rejected, and secondly he told me that there was no point in cancelling as I wouldn't get broadband sooner anywhere else if I cancelled because they had already put the order In, again to me was one of the worst arguments of trying to keep a customer I had ever heard.
I confirmed to cancel again and he agreed to do so.
Within minutes I received an email stating Plusnet had auctioned my request to cancel with immediate effect and I would be refunded my engineer fee and first months payment totalling £79.98.
I then received a second email stating no initial payment had been taken so no refund was required, so I double checked my bank and sure enough the payment had been taken out on 08/08/17 so back on the phone to Plusnet.
After 20 plus minutes on hold I got through to again a very pleasant gentleman and explained the problem regarding the email saying I wouldn't be receiving my refund, he checked the system and couldn't understand why I had an email stating this as he could clearly see that the money had been taken by Plusnet and there was no reason to not to be refunded, after a brief hold I was told that it had been raised to the Plusnet billing team as he couldn't authorise it there and they should rectify the problem within 24 hours. We will just have to wait and see.
Luckily I did record all my calls with them as I have automatic call recorder and double checked all my facts before writing this review on my experience with them.
Regards
Alexander
- Location
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- Location
- Stalybridge
- Reviewing
- Plusnet
- Date
- 2021-01-02
- Comments
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I've been with this company for several years. However about 2019 onwards the customer service and reliability has really been awful.
a) Erratic billing and unable to contact them to clear it up.
b) Broadband constantly up and down ever since I switched to their fibre service
I would avoid Plusnet. I'm hoping to leave as soon as the contract finishes.
- Location
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- Location
- Stamford
- Reviewing
- Plusnet
- Date
- 2015-06-08
- Comments
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I usually switch utilities/insurances etc on an annual basis in order to ensure that I am getting the best deal. However I have now been with Plusnet for 4 years.
Previously, I was with Talk Talk (big mistake!) and switched due to poor connectivity and customer service. Plusnet haven't disappointed me yet.
Considering we are in a rural area and at the end of the exchange, the internet speed is fairly good. In the four years we have been with Plusnet we haven't had any issues *touch wood.*
Their prices are excellent. I'm super happy because they are honest. Out fo the blue I recieved an 80pound cheque as the prices had been lowered in our area (I didn't even know) and they had been charging us the old price. They could have kept this quiet and I would have been none the wiser, however instead they were honest and acted with integrity and gave me a cheque for the difference.
Overally I'd thoroughly recommend Plusnet.
- Location
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- Location
- Stamford
- Reviewing
- Plusnet
- Date
- 2020-08-21
- Comments
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I ignored all the one star reviews and went ahead and signed-up...wrong...!! I had cold feet and tried to cancel but then realised it's impossible to communicate with plusnet. You'll never get through on the phones they do not receive emails, there 'live chat is with a computer and cleverly avoids the topic of cancelling and closes automatically before you finish. My 14 day cooling period is nearly up and I still haven't been able to communicate yet. Hence no star for broadband speed or reliability because not even connected yet and I'm furious. The one star reviews are for a reason, ignore them at your peril ...!!
- 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
- Stanley
- Reviewing
- Plusnet
- Date
- 2016-04-23
- Comments
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Very poor Internet and even poorer wifi, customer services is a joke they tell you your area has good connection speed, this is rubbish as it keeps loosing connection. They want to charge you to send an engineer out even after months of calls and setting changes. My advice stay well away from plusnet.
- Location
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- Location
- Stevenage
- Reviewing
- Plusnet
- Date
- 2021-02-27
- Comments
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Seriously, save yourself a life-time of hassle by NOT going with Plusnet, they will waste your time and shorten life-span.
The router cuts itself off for no apparent reason, at one point even changed its own hub password which is worrying. Took 17 mins+ to get to a sales agent who in the end implied that because I haven't bought the higher spec, I'll have these issues??? Why am I spending more than I should for a bb that does not work?
- Location
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- Location
- Stewart wales
- Reviewing
- Plusnet
- Date
- 2019-11-28
- Comments
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I wish I had read these reviews before I change. No router passed the changes 9ver day so no interest. Had to call cancel line no customer service no. Took a while. Their response was we'll put it in the post, 3/5 days. I suggested a better del. They were not interestedoing. Absolutely dreadful.
- Location
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- Location
- Steyning
- Reviewing
- Plusnet
- Date
- 2016-08-01
- Comments
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We changed from BT over to Plusnet for tv and broadband couple of years ago. We've recently upgraded to fibre broadband. We rarely have to contact Plusnet for anything. When we do they are there to help on the phone or webchat. We're happy with the service we get. Recently someone tried to get us to change to 'sky' and I said No because what isn't broken don't try and fix it! We're with Plusnet for now and the foreseeable future.
- Location
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- Location
- Stirling
- Reviewing
- Plusnet
- Date
- 2016-09-16
- Comments
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I have been with Plusnet for 15 years and have not had an issue with them. TBH I have no idea why other folks reviewing them appear to have so many issues! Many of the issues folks appear to have are related to their own phone line between their house and the exchange - they would have the same issue with ALL ISP's and its up to BT to fix it not the ISP. The router Plusnet supplies is junk - but really - does anyone rely on these £5 routers - all 'Free' routers are junk including the BT Home Hubs. Goto your local PC world and pick up a decent ASUS or Netgear if you require reliable comms. I am an IT professional so I have little need for Plusnet's support line. Whenever I have contacted them its been done online rather than over the phone and the issue/query has been dealt with efficiently. You'll struggle to get through on the phone aye, but honestly who resorts to voice comms these days. If your internet is down, use your smartphone to raise a ticket with them!
- Location
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- Location
- stirling
- Reviewing
- Plusnet
- Date
- 2017-03-14
- Comments
-
WOW never had such a bad provider in my life. Cant even contact them because you have to wait well over an hour to speak to someone!!
- Location
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- Location
- Stirling
- Reviewing
- Plusnet
- Date
- 2017-02-10
- Comments
-
Very disappointed as I was truly expecting better. When I was with Talktalk my broadband speed was 5.4 and now with PlusNet I seldom get 4.0. When I first signed up, my service was not provided. A call to customer services told me to dismantle my wall socket. Not what I would expect.
- Location
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- Location
- Stixwould Nr Wodhall Spa, Lincs
- Reviewing
- Plusnet
- Date
- 2017-04-14
- Comments
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We have just moved and sadly the Broadband is none existent. Yet the service was just about working on 0.13. Now the service is not working at all. Despite all the help Plusnet has given me BT seem to not want to bother in replacing an old phone line. That said most of the BT engineers have been extremely helpful. All other sources of broadband providers either cannot work here or are so expensive. At the moment I am borrowing a friends EE mobile unit. I am angry at the system. BT have an obligation to to ensure all telephone wires work but sadly have no duty as regards to broadband. In my last home I would have given Plusnet all top stars as we have been with them for years.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2017-03-14
- Comments
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PLEASE AVOID THIS CO AT ALL COSTS. They are fraudulent in how they acquire customers, I was transferred to them from Sky using dubious sdales practice. Customer service non existent and broadband speed was less than 1 MBPS at times. I have no idea how they are still in business.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2021-12-30
- Location
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- Location
- STOCKPORT
- Reviewing
- Plusnet
- Date
- 2020-11-26
- Comments
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waiting over two weeeks for router to arrive as yet not here, told by plusnet courier problems but they cant help, merely say we will send another no point cos they not being delivered.
CEO get your act together No1 for customer service your havin a laugh..
- 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.