3,751 Customer Reviews over 94 pages
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- Location
- Ub2
- Reviewing
- Plusnet
- Date
- 2023-01-27
- Comments
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I am using Plusnet for last 3 years.I just asked to send me a letter as address proof but they didn’t.it was really bad and rude.I requested three times.it’s my humble request please do not use Plusnet.because when we need they do not halp
Thank you
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2017-01-30
- Comments
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Where do I begin?
Firstly, these rates are inaccurate. If I could rate them any lower then they would be.
Customer service is mediocre, they try to help but it is not anything spectacular.
Broadband speed. HA! what is that. To be able to get onto the internet all other devices must not be connected to it or no internet works. There is no reliability and we kept trying to get it fixed but was told that if it was not their equipment then we had to pay £65 for the engineer.
I will never be recommending their services, and feel we had no choice but to switch to another provider.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2018-05-05
- Comments
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Avoid this company! Broadband drops out all the time and is cut off when you have an ongoing dispute with them. They didn't update my address even though they moved my service to a new address! and customer service is incompetent, complaint unresolved for 4 months. Relieved when they increased prices so I could get away from them.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-10-31
- Comments
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Changed across from BT as prices went up recently (huge mistake).
On day of fiber transfer phone was connected but broadband went dead. The after a day my phone was cut off. This took a further 3 days to resolve. No engineer (openreach) to install fibre and missed appointment.
Was then told for two weeks they were trying to cancel previous order and expedite a new order for the fibre. This process took nearly two weeks. Then after all this told the expedite request was refused by openreach and installation in November.
In meantime connected to ADSL service as clearly no broadband now for over two weeks. The ADSL service is very badly throttled. Even something like youtube buffers constantly. Download speeds as low as 0.1 meg at peak times.
Advised PlusNet that they are in breach of contract and moving back to BT. Currently claiming I owe over £200 cancellation but as they have failed to provide the product I asked for I cannot see how this could be legally enforced.
Would avoid this company at all cost serious amount of hassle and a service that is not ft for purpose.
They also refused to reimburse me for a dongle I had to use during my two week disconnection claiming that was "my choice" and broadband is a "variable service".
Completely useless outfit.
- Location
-
- Location
- essex
- Reviewing
- Plusnet
- Date
- 2017-06-17
- Comments
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if i was asked to reveiw plunet 7 months ago i would of rated the above 5 stars as they were brillient but now well since moving my broadband fibre speed has halved and has been an ongoing problem since the move infact the speed has slowed conciderabley allso they signel drops despite more than 2 engineer calls and several repeated fault diagnose instructions the speed and signel still drops so if you are a old customer DO NOT UPGRADE
- Location
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- Location
- Gillingham
- Reviewing
- Plusnet
- Date
- 2018-01-14
- Comments
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Absolutely terrible,we had ordinary broadband before and occasionally it dropped signal so we went too fibre through plusnet, BIGGEST MISTAKE OF OUR LIVES. We was with new call Telecom before plusnet and thought they "WOULD DO US PROUD" absolutely rubbish, poor customer service,poor broadband,poor telephone signal,they even forced us too buy new telephones be sure they said they were causing the problem with everything. £90 later still the same. I regret signing too plusnet, can't wait for contract to end. Garbage,the whole package,just garbage.
- Location
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- Location
- LONDON
- Reviewing
- Plusnet
- Date
- 2018-08-10
- Comments
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I am a new customer. Router not arrived ,customer service apologetic but no help. Looks like router will not arrive until after weekend. They sent the first router to the wrong address BUT neighbours there whom i know have not received it. Its Rubbish !
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
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Applied to change over to plusnet for phone and broadband. Paid connection fee and set up standing order. After hearing nothing for 10 days rang and waited 25 mins to speak to someone to be told the order hadn't gone live so would have to start again. Then 2 days later email saying order had been cancelled. Another 20 min wait to speak to someone. Eventually a month later phone went live but broadband didn't work. Now I'm trying to contact someone and have already been waiting 25 minutes! Absolute joke wish I'd not bothered! Avoid plusnet is my advice! 0 stars for everything!
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-02-01
- Comments
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Do not use this conpany it is shambolic something needs doing about them.They do not know what customer service is absolute incapable of doing there job's.I an still waiting for my refund.I have tooo my complaint to the FSA everyone who has experienced the same thing should do the same.The stress and upset they have caused me is unreal.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-15
- Comments
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This is the worse company I have had to deal with ever!!! Extremely annoying and frustrating to deal with.
I have had ongoing connection issues for a few months now and each time I try to contact the company they are extremely hard to get hold of. I have tried calling on different days of the week, weekend and all hours. I have been on hold for anytime between 45 minutes to over an hour. When I tell them I can't get hold of them they always respond that it's a one off occurrence. It clearly is not.
There is a £30 fee to leave which I was never told about when I joined.
Save yourself the stress and go elsewhere!!
- Location
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- Location
- Beds
- Reviewing
- Plusnet
- Date
- 2016-03-03
- Comments
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The worse broadband supplier I've ever been with. Billed for a fibre service I didn't receive for 2 months, plusnet disconnected me to fix a line fault and gave my fibre line to another customer and told me I would have to wait 2 months until more lines were available.
Plusnet also managed our switchover from sky.... they failed on this part too as we were faced with letters threatening court for not paying our last 3 months of sky bills, when we were no longer sky customers.
Customer service is an absolute disgrace, hold times on phone are 40 in+. I am sick to death of being fobbed off and told different nonsense by each of the multiple engineers that have attended to fix a fault that we have had for 6+ months, that still has not been rectified. Also extremely annoyed at plusnets rules on not being allowed to be connected through to a manager when you have a complaint. I have been promised so many call backs but often have to call again and chase up my callback from a manager.
Avoid this company at all costs, they certainly do not have thir customers at heart.
- Location
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- Location
- WIRRAL
- Reviewing
- Plusnet
- Date
- 2020-07-24
- Comments
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had plusnet 2 year contract broadband was slow upgrade to the best speed they had for 6 months no better engineer came out was informed fastest i could get was 21mb i was paying for 76mb only got 1 month back of the 6 months extra payment i moved to virgin when my contract was up and they had the cheek to chase for £9 i apparently owed awful company stay clear
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-09-08
- Comments
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The worst broadband company out there, we are overpaying for internet that doesn't work half the time and for less we could be paying for 8x the expected speeds at virgin media. **** company, ran by *****, NEVER BUY
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2017-08-22
- Comments
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Their systems do not cope with problems and they do not appear to have any relationship worth a jot with Openreach. Joined weeks ago and still do not have a working landline or broadband.
- Location
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- Location
- N11, London
- Reviewing
- Plusnet
- Date
- 2017-09-18
- Comments
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I switched providers. Switche to Plusnet. So far terrible experience. Sales support chat was amazing - no wait, responsive and adequate agent, I signed up, as provider was also recommended by a friend. They said activation will happen within 2 weeks. Of course it happened on 14th day. Only at 8 pm I received confirmation that I can use internet. Router couldn't connect to broadband. 30 mins in chat queue, then chat closed. 45 mins in phone queue, guy responded, said he couldn't fix right away, filed a request obviously to 2nd line of support, said best case scenario is within 2 days without my intervention it will be fixed. Worst case scenario, in 2 days they will call be to set an appointment for engineer to come and fix. I can only imagine how many weeks it will be queue for appointment. I can't work from home, kids can't do part of their homework. Worst experience ever. If they at least warned that there will be downtime , I would have prepared, but when there is a customer issue for service nowadays critical, I expect them to react swiftly. So far only robbing people of money and disturbing normal lives. Extremely disappointed.
- Location
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- Location
- COVENTRY
- Reviewing
- Plusnet
- Date
- 2018-01-27
- Comments
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The most atrocious and frustrating service ever. Ongoing problems since August with no sign of resolution
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
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Internet has gone down 4 times within the last 4 hours, they said previously it had been fixed, obviously not, it cuts out at least once a day and they do not care, there is no customer service, the advert on the TV should beremoved for false advertising "Plusnet doing you proud", REALLY
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2021-03-23
- Comments
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Have to restart the router daily as our wifi drops daily. It's getting ridiculous. Online forums all say the same thing about wifi dropping and whilst they pretend to fix it, nothing is done. Tried to call Plusnet and after 3min of robot twice it cut me off. Don't bother with them, useless company, useless internet connection.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2020-01-01
- Comments
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Absolutely terrible service, been with Plusnet for almost a year now had no improvements and had multiple engineers saying different things about why the connection speeds are so bad. It’s like there constantly making an excuse for problems and don’t fix it all they want is your money and don’t give it to them. The highest Mbs we have had is about 20 and that’s doesn’t last for long either. There unreliable, unpredictable and the worst broadband ever.
- Location
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- Location
- east mids
- Reviewing
- Plusnet
- Date
- 2020-01-20
- Comments
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Despite previous complaints still getting lower broadband speed than paid for and now getting loss of internet several times per night - and their support chat doesn't work - (overloaded???).
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2020-01-24
- Comments
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No one should give Plusnet their bank details or set up a direct debit for this company. They steal customers' money. When you call them they apologise and promise a refund but this never materialises. I was with Plusnet and I moved house. They took over my neighbour's internet and phone line! They apologised and acknowledged it was their mistake. I asked to terminate my contract since it was within the 14 days initial period after I started a new contract for moving house. They promised to refund me for the month they charged ahead. Instead they stole £58 from my account. I phoned them several times, every time they promise to refund me but they never do. This is a dodgy company. Peopel should not give them their bank details or set up a direct debit with Plusnet.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-02-24
- Comments
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This company was a pleasure to deal with until about 2 years ago. Then various problems started. I was told I could have fibre and they upgraded me only to find out I couldn’t. It took about 9 months before I got my service back properly, the staff I spoke to were incompetent they couldn’t find the problem which in the end was settings their end. Now I have lost my internet again and as I am just out of contract they told me to go and find another provider! They are rude and lack empathy, I have been with them for a very long time too. They aren’t interested in keeping customers just getting new ones. I won’t ever go back, they also need to change their statement “ we will do you proud” absolutely not true. Stay well clear.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-03-16
- Comments
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2GB 1000min unlimited text expired by 1 day only. I had phoned initially 3 days ago and was not informed the offer was about to expire. Had I have known would have purchased then. Got my PAC code only to be told I cant have this deal. Spoke to Sales Manager Kevin who was trying to resolve the issue by offering other packages which I had no interest and apologising for failure of staff not informing of deals expiry date, but did nothing whatsoever to honour the deal. I am now with ID Mobile because I was not going to give my money to Plusnet. ID mobile offer has less minutes but I did not care, Plusnet should have honoured that deal so now have lost my custom for good.
- Location
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- Location
- Plymouth
- Reviewing
- Plusnet
- Date
- 2017-11-03
- Comments
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So After 4 weeks almost waiting for our new pluset internet to be up and running... I today went crazy and cancelled the lot.
I DO NOT RECOMMEND THE PLUSNET BROADBAND TO ANYONE... WORST SERVICE EVER!
I ordered it the begining of november 1st problem was they could not book it for the pm slot so i had to call and change... then they turned up in the morning anyway.... then i had to wait a further week booking it again yet they still booked the morning.... so i call again... so 3rd time lucky??? No they bodge it up again so i complain and force them to book it for friday.... its all booked properly... I get countless confirmations... guess what 2 hrs before the engineer is due they cancel.. I now have to wait to for the correct engineer on monday.... I have the phone line guy here well that's useless to me.... so i call and try for the 5th time to get it up and running today... end up talking to a manager .... nothing worst service... so I cancel wanting a full refund and compensation for loss of business! Now I just paid £86.00 to virgin to connect me tonight.... which they did it took them 10 minutes!
Thanks a bunch I was hoping for great service considering I have no problems on my mobile network... thanks for not doing me proud... make sure you refund me.
- Location
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- Location
- England
- Reviewing
- Plusnet
- Date
- 2014-08-23
- Comments
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DO NOT JOIN PLUSNET.
What a massive mistake I've made.
From the start they failed to turn up on the initial change over and that meant that I had to wait a further 3 week wait to have b/band turned on.
They opened 2 accounts for me which caused more problems.
They lost my phone number of over 20 years.
They gave me 3 dates to cover for an engineer visit. 22/23/24 of July.
He turned up unannounced on the 25 !!
All the phone sockets in the house were disabled.
3 months to get 50meg download speeds, but they still charge me 76Meg.
No support for mac o/s
Customer support is absolutely rubbish.
But they have rebated me £31....joke company.
DO NOT JOIN PLUSNET.
- Location
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- Location
- South bucks
- Reviewing
- Plusnet
- Date
- 2018-11-24
- Comments
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The broadband is pants... plusnet lie and lie about why it’s so rubbish. Finally my contract is up and I try and leave. Because I won’t tell Chelsea the retention’s woman the cost of my new provider, she starts being rude and really difficult. (I understand you have to go through security questions, but she kept going over and over asking my numbers from my password, my bank account, sort code, memorable word...it was ridiculous...she almost took the full passwords on all of them!) cocky staff, slack attitude and a rubbish service...thank god im free!!
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-05-29
- Comments
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Absolutely terrible company. A team of potatoes could run a broadband company better. The router supplied by them leaves us with no wifi at all for hours at a time because it constantly crashes. In fact the only reliable thing about plusnet is that their routers will crash at least once a day. We have phoned and spoken to them countless amounts of time only to be fed the same tired old stuff that means nothing, they are cheap but even at this price the broadband is bad, every time we submit a fault report our broadband suddenly comes back to life and works perfect only to go into the same routine not a day later. The customer service team have absolutely no idea what's going and and assume everyone is thick and can be told "switch it off and on again" we are moving house soon and one thing I am certain of when we move is that plusnet will not be in any way shape or form a possibility for our broadband provider. AVOID AT ALL COSTS.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2021-11-02
- Comments
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Impossible that Plusnet is one of the Which winners. They must pay them.
Broadband speed is terrible, we just moved to them and now, we can't call by WhatsApp, Netflix films freezes, customer service is terrible, they make you wait on the phone for over 30 minutes waiting for you to give up and put phone down as they now you already call them for support. My broadband speed should been minimum 40gb and we only getting 13gb. They are terrible.
- Location
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- Location
- High Wycombe
- Reviewing
- Plusnet
- Date
- 2022-03-04
- Comments
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Recently had an email apologizing for the lack of a recent bill, tried to transfer to them in 2020, order was never progressed and I was never able to get through to customer service. I was also never able to get a refund of my first DD £40 taken and nothing provided. AVOID.
- Location
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- Location
- Somerset
- Reviewing
- Plusnet
- Date
- 2013-12-05
- Comments
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Horrifically bad. Took over two lines on 1.11.13 and its been a disaster ever since. Two engineers have been sent out to check the "faults" there are no faults on the line or with the equipment - the fault is Plusnet. Customer service is shocking - hours and hours listening to overloud music and being passed from pillar to post to speak to people who do not have a clue what they are doing. Promises of the same or cheaper bills are false - they've doubled. Having had a wonderful service from a company that they have "acquired" we are now experiencing the worst service known to mankind, actually there is NO service at all! Don't touch them with a barge pole.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-12-17
- Comments
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Switched from Virgin to Plusnet, though not my idea. Land line didn't work and no internet. Engineers visited, apparently there was a problem with the line inside. Trouble is it was the same line our phone was on before and it only stopped working after Plusnet connected us. They keep fobbing off and lying to my wife telling her why they can't connect and the work that needs to be done. Always different. They start telling stories about why the internet doesn't work, which is a bit foolish because I'm a techie in ecommerce
- 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
- cheshire
- Reviewing
- Plusnet
- Date
- 2016-02-15
- Comments
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please AVOID this company. It is the worst customer service, broadband speed and reliability that I have ever encountered. I cannot even load a picture on face book !!! They won't do anything and I am tied in to a 18 month Contract. I am going to try and get out though, everybody needs to take it further than leaving a review on here, you need to take it to the consumer ombudsman, otherwise they will keep getting away with it !!!
- Location
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- Location
- Selsdon
- Reviewing
- Plusnet
- Date
- 2021-11-02
- Comments
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What a waste of money these guy’s make talk talk look amazing they have ruined more football matches than can be imagined! They have cost me customers for my business and the sooner we are rid of this useless service the better !! A joke of a company that I hope goes bust very soon so no one else has to go through the same xxxxx experience I have
- Location
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- Location
- Taunton
- Reviewing
- Plusnet
- Date
- 2022-03-04
- Comments
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4 weeks after moving house I still have no wifi. I have phoned 4 times and been told (after being on hold 45 mins+) many dates my wifi would be on none of which have happened. I have no mobile data signal or phone signal at the flat and can’t answer my phone at work (hospital) but have been told I cannot be contacted by email even though their ‘helpline’ closes 30 mins after I’m home from work so I have to phone them on my weekend. If it wasn’t over £100 to escape this incompetent contract I would have. DON’T recommend!
- Location
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- Location
- lancs
- Reviewing
- Plusnet
- Date
- 2016-12-22
- Comments
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Stay away they are totally inept and liars .If you have to phone just phone sales team who answer straight away unlike customerservices who don't answer at all .Have been given 8 different dates now to when broadband will be switched on and I have still none.You have been warned?
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2017-01-17
- Comments
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Absolutely diabolical. My signal strength is constantly up and down like a yo-yo. It once took me 4 days to speak to someone who was no help whatsoever. I was told by someone that if I paid extra and upgraded my router I would receive a better service. That is not the point. I am paying for a service which is totally unreliable. Be very aware.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-08-30
- Comments
-
Not fit for purpose - goes down constantly, speed and bandwidth the worst we've had. I live just outside of London, there is no good reason for your product to be this useless.
- Location
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- Location
- Sherborne
- Reviewing
- Plusnet
- Date
- 2020-11-11
- Comments
-
Terrible service, I’m lucky if I get 0.7 mbps on a regular basis after being promised a minimum of 2 mbps. Very, very sporadic broadband speeds which leads to frustrations daily.
If you want a cheap experience this is the company. I will be switching very soon.
- Location
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- Location
- Mitcham
- Reviewing
- Plusnet
- Date
- 2018-10-28
- Comments
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my internet is down since 15th oct and customer service giving team excuses everyday over 2weeks since then. please see below email i have received today.
Thanks for your call
As we discussed over the phone you are going live on the 1/11/2018 i do apologize for this , but there is no quicker way of getting you live and for that we can apologize , if you have any other queries feel free to contact us.
- 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.