3,751 Customer Reviews over 94 pages
-
- Location
- Leeds, West Yorks
- Reviewing
- Plusnet
- Date
- 2016-05-22
- Comments
-
Terrible ... don't even consider signing-up with them ...!!!
- Location
-
- Location
- Ashton Under Lyne
- Reviewing
- Plusnet
- Date
- 2016-04-23
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-11-06
- Comments
-
Well, ive done it, i am going to pay £316 early exit fee and have got a provider that has great internet speeds, no constant drop outs and good levels of customer service, good riddance plusnet, Plusnet NOT doing you proud
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
-
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
-
- Location
- Lichfield
- Reviewing
- Plusnet
- Date
- 2017-03-31
- Comments
-
Probably the worst broadband provider I have had the unfortunate displeasure to deal with.
A MINIMUM of 45 minute wait EVERY TIME we call.
Only every TEMPORARY fixes which allows them to tick their completing box, even though its not fixed.
Then when the problem comes back you have to start the above hopeless loop again.
You are doomed never to have your problem fixed.
You are doomed for them never to let you cancel.
And you are then threatened with debt collection and being taken to court.
Not to mention some quite shocking, rude and patronising staff. Oh, and don't bother with Twitter or social media. Its just a front. They cant actually do anything, they just give you a fob off answer and refer you to customer services...to once again start the loop of doom and hopelessness.
I'm sure trading Standards would agree that their marketing is woefully out of date as their customer service is utterly awful.
Do yourself a favour....join anyone else. Even do without broadband
JUST DO NOT JOIN PLUSNET - You will regret dealing with these sharks.
- Location
-
- Location
- Lichfield
- Reviewing
- Plusnet
- Date
- 2017-03-31
- Comments
-
Probably the worst broadband provider EVER
Probably the worst broadband provider I have had the unfortunate displeasure to deal with.
A MINIMUM of 45 minute wait EVERY TIME we call.
Only every TEMPORARY fixes which allows them to tick their completing box, even though its not fixed.
Then when the problem comes back you have to start the above hopeless loop again.
You are doomed never to have your problem fixed.
You are doomed for them never to let you cancel.
And you are then threatened with debt collection and being taken to court.
Not to mention some quite shocking, rude and patronising staff. Oh, and don't bother with Twitter or social media. Its just a front. They cant actually do anything, they just give you a fob off answer and refer you to customer services...to once again start the loop of doom and hopelessness.
I'm sure trading Standards would agree that their marketing is woefully out of date as their customer service is utterly awful.
Do yourself a favour....join anyone else. Even do without broadband
JUST DO NOT JOIN PLUSNET - You will regret dealing with these sharks.
***UPDATE***
The response below is another version of PlusNets box ticking brigade. The Twitter and Social Media team have ZERO authority to help and will only pass you back to the customer service team to once again start the loop of death and hopelessness.
They have been asked if they can help or whether they will refer us to CS again and they refuse to answer.
All the twitter team do is request that you DM them so they can hide any negative comments and fob you off behind closed doors.
I have told them that all correspondence will be public from now on and they refuse to reply.
Do yourself a favour. Read all the awful reviews, check the broadband reviews on customer service.....they all say the same. PlusNet are not to be trusted.
- Location
-
- Location
- Rossendale
- Reviewing
- Plusnet
- Date
- 2015-12-24
- Comments
-
Do not use this company!! I called to get broadband and was told I could have fibre optic up and running in 10 days. I chased after 10 days and was told the order was on hold. I then got a phone line fitted and chased again for broadband. I was told eventually they do not do fibre optic in my area and I could have standard fitted within 24 hours. I agreed to this and as soon as I put the phone down received an e-mail saying it will be a further 2 weeks. I have now cancelled. I am back to square one with no broadband and having to look for another provider. I have probably spent 6 hours of my life on hold with the disgraceful customer services. Please stay well away from this company.
- Location
-
- Location
- Benfleet Essex
- Reviewing
- Plusnet
- Date
- 2019-04-02
- Comments
-
Utter rubbish, after complaining my broadband was slow they agreed to send an engineer out only if I agreed to a £60 charge, even though they told me there was a fault on the line. My broadband is still slow and sometimes does not work at all. They trap you with an 18 month contract and then supply you with a sub standard service. They are unprofessional and actually run a complaints department on Facebook!
- Location
-
- Location
- sheffield
- Reviewing
- Plusnet
- Date
- 2015-02-05
- Comments
-
i Signed up for Fiber beginning of august 2014, was advised it would take up to 4 weeks to complete the installation.
5 months on and countless lies, miss-information, line faults and even blackmail from plus-net support, the fiber broadband was finally installed.
i was also told i would relieve 3 months of the package FREE and that they could do me a better deal on the package i previously signed up for in august.
this information was also lies.
i am now having to pay the 1st 3 month despite being told it was free, and my overall bill has been reduced by about £1 a month (£15 over 9 month period) and then for the remaining 9 months it goes back up to full price!!
in short i have received little to no compensation for the hassle and stress caused by the miss-information, lies and blackmail this company seems to revel in.
i would not be with Plus-Net had i not been blackmailed into staying by their cancellation dept.
i would not recommend this company to anyone.
Sign up at your own risk!!
- Location
-
- Location
- Medstead
- Reviewing
- Plusnet
- Date
- 2014-12-02
- Comments
-
Plusnet believe that they can use words like 'Unlimited' and 'Anytime' in their marketing and then apply special terms and conditions to these words which - if you're not aware and not careful - lead to unexpected charges.
- Location
-
- Location
- Dunfermline
- Reviewing
- Plusnet
- Date
- 2022-02-01
- Comments
-
Unsatisfactory.
Speed isn't great. Monthly cost keeps going up. Reliability is poor.
Only guarantee is you'll lose coverage when you need it most for example weekends or evenings when you're most likely to need it.
Very disappointed. Changing provider tomorrow.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-01-07
- Comments
-
When first their services 3 years ago it was all great. Good price, Fast customer services response time and never had an issue.
Only after a year the price was shot up from £25 to £38.
When I wanted to change the provider to talk talk they convinced me to stay although the new contract is still more expensive. Only after 2 weeks of getting the new contract and a new router the internet is not being very reliable.
called to report a problem and everytime I had to listen to their recorded message for 40 mins to only realise that the issue will be fixed 5 days later.
When I tried to cancel (within the 14 days) they said it has already passed while the new router they sent received 6 days after the new term.
I would not trust them any more.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-09-06
- Comments
-
Absolutely appalling customer service. Internet not working for well over a week and after a series of line checks, hear nothing for 72 hours, then a request to be in for an engineer to visit during one of three five hour windows, with no information as to during which of those slots they may decide to turn up. And they want to charge you for the privilege of an engineer coming out several days later, with the quoted cost increasing every time they got in touch.
If you want to complain, you have to either web chat or call - both of which take 20-30 minutes and get you no further.
- Location
-
- Location
- Cornwall UK
- Reviewing
- Plusnet
- Date
- 2018-07-16
- Comments
-
I've given a 3 star overall because I've been with PN for 12 years and 9 of those were trouble free!
Only since BT bought out Plusnet have I had any issues, and when I have there has been a complete lack of interest from tech support. Pre-BT ownership I had 4 very short times where I had issues, all resolved within a day and ALL of those were down to something openreach had done when activating someone else's line in my area.
Speed is great, I get 76 download and 22 upload so can't complain there. But I'm a gamer, packet loss has to be the most annoying issue to have! Because my speeds are fine nobody seems to care! Previously I've had someone messaging on my ticket every few hours, my current issue I've been updating with what I've done for 5 days and had one response today. If they had looked at my previous messages then they would see I've already answered those questions So it's a wasted response on their part.
If you want fast download speeds then I highly recommend. If you want a reliable connection then don't.
- Location
-
- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2016-09-29
- Comments
-
Sorry to say that I moved from BT to Plus Net
Wish I did not 1 hour on the phone on hold only to be told there is nothing wrong with by Bband even though it cuts off every night around 21.30
Sorry but just crap looks like it's back to BT as I never had this problem in 15 years with them
- Location
-
- Location
- goole
- Reviewing
- Plusnet
- Date
- 2018-06-06
- Comments
-
When they're good they're very very good.
When they're bad they're awful.
It took 10 days to get the broadband up and running again, as they accidentally ceased my line.
Then they "jumpered" me to Sky equipment in the exchange, which wouldn't work for 3 days until a BT Openreach engineer (excellent) sorted it out.
I was dismayed by a Plusnet woman in the Leeds call centre (Asya) who just wanted to argue with me. She inflamed a bad situation, but all is OK now.
- Location
-
- Location
- Colchester
- Reviewing
- Plusnet
- Date
- 2017-09-10
- Comments
-
We've lived in 4 different places over a 4 year period and have repeatedly been roped into 18-month/2-year new contracts each time we move - there has been no option to serve the remainder of the contract and pay a transfer fee. The latest termination fee we've been hit with is £160, despite being such long term customers. It wouldn't be so bad if they provided a decent service, but the best bandwidth I ever measured was half the advertised rate, and each time we've moved house they've messed up the connection set up. Furthermore whenever you ring customer service you're invariably put on hold for an hour before you get put through - this is probably why they have so few complaints, because this is the only way you can raise a complaint (i.e. you can't by email), and people probably just give up after waiting for so long.
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2016-08-19
- Comments
-
I have the standard broadband, due to financial reasons, no fiber - the download speed test all show a fairly reasonable download speed of between 2 and 5 mb per second, which is not bad for non-fiber standard broadband, yet Plusnet have capped ALL downloads at 256kb/s - despite having capability to allow up to 8 mb/s as advertized. It is a scam to half the price of fiber but cap speed at one quarter of a megabyte, surfing is very slow, Facebook takes 5-10 seconds, sometimes 30 seconds per page load.... Surely Plusnet could be held to trading standards for a rap on the knuckles for capping the speed, they should advertize it as being 256kb/s if they are capping it at those speeds- it is false advertizing. Most displeased with Plusnet broadband, was not expecting 20mb/s as with fiber, but 256 kilobytes per second is insulting.
- Location
-
- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2015-04-15
- Comments
-
what a fantastic little company, never had any issues with them, they have given me deal, after deal after deal, i have stayed with them for that reason for the past 7 years, and will continue for a long time, every time you ring, the UK based call centre staff are extremely helpful and can resolve queries straight away, i've never had to wait on the line for longer than 3 minutes, can't think of a single negative thing to say, top work plusnet
- Location
-
- Location
- Kilmarnock
- Reviewing
- Plusnet
- Date
- 2018-11-26
- Comments
-
Switched to Plusnet at least 6 years ago and service was great. Unfortunately, over the years customer support became less accessible (on hold on the phone for over an hour before giving up, and webchat constantly busy), and the price became less competitive. Eventually switched provider in early August, except Plusnet didn't close the account (despite the service having migrate and them no longer providing a service). Was pestered with requests for payments for months that I was no longer a customer. Eventually my account was officially closed, all good, except they now claim I owe money from the date that they closed the account rather than when the service discontinued and forwarded the "debt" request to a collection agency. I understand that I am far from the only person in this scenario. I have filed a complaint with Ofcom and have advised them that there will be repercussions if my credit rating is affected. Whereas I would have once highly recommended Plusnet, I would now have to strenuously discourage.
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2015-02-28
- Location
-
- Location
- Mansfield
- Reviewing
- Plusnet
- Date
- 2017-11-20
- Comments
-
Before I joined Plusnet, I asked them how long it would take to switch over from current broadband supplier. They assured me that they generally have no problems and I made it very clear the switchover needs to be seamless. They send me a message after switchover, saying everything was completed OK. We had no service, so raised it. They said they would fix it in 48 hours and 48 hours later still no broadband.
They have call waiting times of 30 minutes, so I had to call again and they said that the engineers they sent to switchover messed up the wiring between cabinet and the house and now they needed to get OpenReach to fix -this is now going take another 3 days.
This is totally unacceptable and they refuse to compensate me for the fact that I am out of pocket becasue of having to purchase mobile broadband for the time I do not have service because their engineers were incompetent in the first place. I have had no problems with my previous broadband suppliers, Ionly moved to get faster broadband.
Not impressed at all and after waiting 30 minutes for an agent, all you get is a lippy response rather than a genuine willingness to help. How do they get away with it in this day and age !>?!??!?
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-07-29
- Location
-
- Location
- South west
- Reviewing
- Plusnet
- Date
- 2020-08-02
- Comments
-
As the Plusnet customer service repeatedly made mistakes at the renewal of our broadband contract, this time I left for Shell energy. I should have done earlier. I discovered Plusnet Unlimited Broadband was slow and unreliable at hindsight. Transfer was very smooth. If you don't want to waste your time , avoid Plusnet.
- Location
-
- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-12-15
- Comments
-
Shocking, incapable to provide services, please do not believe their fancy advertising and cheap broadband. Plusnet simply is not a reliable broadband provider, you will soon realise it once waiting for more than an hour to talk to someone in customer services.
- Location
-
- Location
- Fife
- Reviewing
- Plusnet
- Date
- 2020-06-27
- Comments
-
I have been with Plusnet for almost a year; paid line rental upfront to bring down costs. I am in the process of looking to switch as Plusnet have been utterly rubbish. My phone never automatically connects to the Wifi at home. I have to always connect manually several times a day. When I try to join the network, it says "no internet connection". I usually have my radio on in the background at home via my phone... when I check my phone to see the connection, I find myself back on the 4G connection. It drops me out constantly. I have had network issues several times (light on my box goes red/ amber) and even after following the instructions on how to reset, nothing works. I try checking for local issues- none. I also never received my £70 (or whatever it was) reward. I will just pay the fine and quit ASAP. They are absolutely not worth the headache.
- Location
-
- Location
- Northampton
- Reviewing
- Plusnet
- Date
- 2020-02-06
- Comments
-
I ordered my phone line and broadband in January and all was good when placing the order which was to commence 3rd February 2020. I had confirmation to say my broadband was up and running on 31st January. I didn't install the router until the 3rd as my contract with the other supplier was still valid. The open reach contractor came to install the BT line and as my socket was really old he replaced it in the hallway. I wasn't even asked what devices I use as I have 2 wireless devices downstairs and a wired PC upstairs and that's where the socket should have gone. I have since spoken with the manager there who was kind enough to call me yesterday and is trying to fix this issue.
The other issue was I kept the same landline number which should have been transferred from my initial supplier to Plusnet. The contractor who came went to check the line at the exchange and said all was okay and just fitted anew socket as he said the one I had was old. So as my number never got transferred anyone ringing from outside could hear the phone ring but it never rang my phone. I also got a email for 48p which I wasn't sure what I had used so called customer services and they said it was for broadband use from 31st Jan until 2nd February. I didn't have my router installed until the 3rd February!! They have sent me a confirmation email to say this money will be refunded!!
I paid 49.99 for the engineer to come and was under the impression that he would ensure everything was up and running but instead a 5 minute job and nothing worked.
The 2nd engineer came on 5th February about 1.30 pm to find out what the issue was. It took his 2 hours to do various tests and also go to the exchange. And when he came back he confirmed the issue is the transfer of the number never took place!! He said he has done everything he could and will now have to pass it to the maintainance team and they will contact me when up and running. In the meantime I had to go out and when I came home ab out 5pm I thought let me check if anything has happened...and yes my phone was actually ringing.
The time wasted over 3 days and all the stress with it got me in tears. I have been very upset with the service and if I had know I would have never left my previous supplier.
I have still a problem which they need to fix as I can't get broadband upstairs for my wired PC
- Location
-
- Location
- Bradford
- Reviewing
- Plusnet
- Date
- 2018-12-29
- Comments
-
The worst company I have ever dealt with. They took the money ahead giving me the so called discount. They have shut off my sky broadband and phone line before supplying me any. Five false promises and no delivery. Hours of discussion over the phone after hours of waiting. Lots of sweet talk and no action.
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2017-08-09
- Comments
-
An unbelievably awful company to be with. They first got the tried to connect me a month after I had informed them on my move. Hardly any zoology. 6 weeks in total to finally get my broadband. Now after having broadband for 2 weeks I have just been told the reason my Internet didn't work because for a reason unknown to them it has been ceased. I would love to leave plusnet but have been told after all the nightmares I gave had with them that I would have to pay off the rest of my contract and pay a leaving charge. Disgusting.
- Location
-
- Location
- nottingham
- Reviewing
- Plusnet
- Date
- 2021-04-16
- Comments
-
Astonishingly bad customer support,,continually deny there is anything wrong with my connection,""why would they think that people would spent 30 mins of their lives getting through to customer support just to lie and pretend they have problems when they don't??""they absolutely do not want to fix this un-reliable unusable internet connection,PLEASE read the reviews and ignore this company like they don't exist,,I don't want,,""THAT'LL DO"" I want an internet connection that actually WORKS CORRECTLY avoid like the plague
- Location
-
- Location
- Wisbech
- Reviewing
- Plusnet
- Date
- 2019-02-01
- Comments
-
Would never go with plusnet again got account cancelled just because a neighbor had gone with the (caravan site) and cut me off with no notice and wanted more money for reconnection spoke to manager but no help was given poor service and would like to see them in a law suit
- Location
-
- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2018-06-25
- Comments
-
Absolutely shocking broadband.Was okay when we first signed up to it but we decided we needed faster Wifi so switched to unlimited fibre wifi and calls,Just a complete waste of effort and money. Considering its supposed to be a set price for the wifi they charge us more and more every month. We only use the phone in emergencies but that shouldnt matter as were still paying for unlimited. The broadband goes down about 10 times a day now sometimes down for up to half an hour or more. Cant use social media,watch netflix or youtube or even game on it because its that slow.You have to turn the wifi on and off on your phone just for it to work. Yesterday i done a commection test and my download speed was 1.1kbps! Now when youre paying over £50 a month for “fibre” you expect to get it. Quick enough in taking money off you but cant provide decent broadband services! Avoid at all costs!!!
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2015-06-28
- Comments
-
Please do not use Plusnet for you internet service provider they are a disaster. All the reviews on their website are a fake. My connection has been dropping a million times in a day need to reset the modem several times and when you call them to fix it you have to wait on the phone for 45 minutes. Even after waiting they promise to call you back and never do and no one wants to take ownership. When I called them about the internet they were insisting on using an engineer and charging me £50 I had just changed broadband a day later from TalkTAlk and everything was fine. PLEASE PLEASE DO NOT BUY BROADBAND
- Location
-
- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2020-10-28
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-03-02
- Comments
-
I have only been with Plusnet one week, i moved to them after being with sky 3yrs, i have happy with Sky, never had issues until the last years where i kept making payments which they didn't see and they would disable my account and tell me i didn't pay, after 6 months of arguing with sky, they finally found my money it was on another sky account. The said sorry and refunded me and offered me a great deal but by then i didnt want to know, i had enough and joined Plusnet. When i joined plus net i was very worried about the compnay as its small and i knew nothing about them, i already told them why i left sky and told them i dont care how much i pay i want good customer services. Two days ago my router came. i plugged it all in and broadband worked for a while, then asked me for user name and password, i was not sure what the username or password was, so i had no internet that night. Next day i called there customer service line and told them the issue and they could not help me as i did not past the security questions. the question they asked me what the first and last letters of my password? i do not know the password? no help, i called back today twice, fir the same reason, i am emotionally distressed they do not want to help me, i asked Jason from plusnet to give me complaint line, he said there isnt one? i called back it was Jason's friend, she already knew me, she said we can not help, i said i have paid and joined you last week and what can i do now just deal with the fact i have no internet, she hung up. these people didnt care for me or what i was saying. I WAS TELLING THEM I JOINED PLUS NET AND PAID BUT I HAVE NO INTERNET BECAUSE I HAVE NO USERNAME AND PASSWORD, I ASKED THEM TO SEND IT TO ME THEY CANT. WHAT IS THIS? I HAD ENOUGH, CAN SOMEONE JUST TELL ME A COMJPANY THAT HAS PEOPLE WHO CAN DO A JOB. NO JUST AT A CALL CENTER HAVING FUN GETTING BOUNCES ON THE CALLS THE MAKE. I just dont get how people stop caring, these people could see i was stressed and didnt know what to do. i have no councelled my direct debit and will keep looking. x
- Location
-
- Location
- anon
- Reviewing
- Plusnet
- Date
- 2020-01-21
- Location
-
- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2022-02-24
- Comments
-
To all people who are wanting to sign up to plusnet. Please DONT. We had this company in our home for 5 to 6 years and during this time we have had trouble with slow speed and six engineers later it is still not right. We had decided to go to another company due to the very poor service and was also very under advised by the sales team and also during complaints we have now found out after going to another company there is a leaving fee of £246.09. Whilst trying to sort these issues out we have then found out to our horror that they only had the records going back 2 years, bearing in mind we have been with them for 5 to 6 years. This is due to company policy that reflects on their poor customer service that makes them rubbish. Pease be aware of this as we have been conned!!
- Location
-
- Location
- Llanymynerch
- Reviewing
- Plusnet
- Date
- 2016-07-05
- Comments
-
just been charged £37 to cancel,because they couldn't get sorted in the new house in time so had to go with bt,no loyalty or good will with customers,will never use again
- Location
-
- Location
- Isle of Wight
- Reviewing
- Plusnet
- Date
- 2018-08-31
- Comments
-
I took out a 12 month contract , for the first month the broadband didn’t work at all - they only refunded £2.50. The customer service is shockingly bad , I’m still having problems with it cutting out now but have given up the long queues trying to talk to someone ... just counting the weeks now until I can swap - NEVER AGAIN!
- Location
-
- Location
- Farnborougb
- Reviewing
- Plusnet
- Date
- 2017-08-02
- Comments
-
My broadband was suppose to be completed by the 31st of july assuming they acctually sent the bladdy box out in the first place 3 days later my box finally arrives and the bladdy thing dont work on the phone to customer servicr for 45mins for them to tell me they need to send an engineer out tomorrow great start plus net youve definatly done me proud!
- 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.