3,751 Customer Reviews over 94 pages
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- Location
- Surrey Quays
- Reviewing
- Plusnet
- Date
- 2018-06-15
- Comments
-
-No internet
-Contact support queue for 45min
-When finally booking engineer to fix internet: nobody appears but if can't make it they charge 65 pounds!!!
- Location
-
- Location
- surreyli
- Reviewing
- Plusnet
- Date
- 2018-08-29
- Comments
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Contrary to most reviews I can only speak highly of Plusnet. They recently provided us with landline and broadband. Their communication was excellent via text and they honored both target dates for connection.
So far our broadband speed has been excrllent. To date Very happy with Plusnet.
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2018-09-17
- Comments
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I am absolutely disgusted with plusnet first of all I had a person who was rude when I could not access my details. I asked to speak to a manager who was worse he was appalling I will be reporting him and his co worker. I will be changing companies and will not return to plusnet
- Location
-
- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2018-09-17
- Comments
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I feel the rating one is far too good for plusnet. I am so disgusted. They have rude people on the phone and the so called manager no wonder his co worker thought it was funny to try belittle me. I will be reporting both of them in due course. I suggest people think twice in joining plusnet I will be going else where.
- Location
-
- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
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Shocking experience with Plusnet. How on earth did they win any customer service awards? Long waiting times (up to 60 minutes quoted at the weekend) and countless pointless conversations with their unhelpful customer services teams over the phone and twitter. I'd love to leave them, but their cancellation charges are extortionate! I pernsonally find it offensive that they have the cheek to use the tag line "we'll do you proud". They've far from done that! Think twice before joining them, as I'd liken trying to resolve a simple issue to banging my head against a brick wall. I've wasted 4 or 5 hours now trying to resolve a simple issue that could have been resolved in 5 minutes on the first call. Reading through online reviews, it seems there is a pattern of terrible customer service. Shameful!
- Location
-
- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2017-08-29
- Comments
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We are a small IT business in Sussex who rely on having access to the internet. We currently pay for 2 lines to our office in Sussex, both of which went down on Friday afternoon and are still down on the following Tuesday afternoon. The service and support received from Plusnet has been awful. We have not been kept up to date and have been told this could go on indefinitely, until Plusnet tells us that they cannot repair the line(s), in which case they will cancel our contract. We have absolutely no rights and we cannot claim compensation for loss of work/revenue. I will not be renewing our broadband with Plusnet!
- Location
-
- Location
- sussex
- Reviewing
- Plusnet
- Date
- 2014-03-11
- Comments
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Do not go near this company its part of BT and the service shows they tried to connect me to broadband engineer said he called but he did not at all. The next visit will be in two weeks so i have no service whatsoever. Great start for 24 hours so i think lets get outta here and go to a company who can actually deliver. Here the problem starts they will only let me leave if i forfeit my annual line rental for one day of phone immoral and illegal sale of goods and services act covers this one . MAC code will not be supplied for at least 24 hours WHY its all tactic to tie you into them so they can supply shocking customer service and leave you in a situation where its difficult to leave
- Location
-
- Location
- sussex
- Reviewing
- Plusnet
- Date
- 2016-01-08
- Comments
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spent 1 hour on the phone trying to review my plusnet package which is up for renewal. Passed from phone queue to phone queue each phone queue 30 minutes long. What a shambles
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2020-05-07
- Comments
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I wish I could give a minus score. Overall one of the worst companies to deal with. I agree with some of the below, when I called to set up the service was great but after a few months it starts to slow and then you have to call!
Generally the agents I spoke to were very friendly but couldn’t fix the problem, always offer call back but only 1 out of 5 calls were returned meaning I had to call back and be put on hold for an average of 45 minutes.
To add to the above I moved home, around 2 miles away from my previous address. For some j known reason my bill went up by £10 per month for moving home, no additional services.
As I didn’t have broadband for a few weeks I had to buy more data at a cost of £70 and then didn’t receive broadband for a month so I was out of pocket by £100. I fought long and hard after being told they would offer nothing to £30. Eventually I got them to agree to pay my costs. This is not compensation, it’s simply returning me to a net position.
I also wanted the option to leave after receiving the worst customer service I’ve ever had I.e. I was told they couldn’t call me back or the reason for the long wait times were due to them prioritising their new clients! One of many examples.
They came back and said I could leave but they wouldn’t give meh lost expenses due to termination fee wiping it out. They couldn’t get their heads around that not being acceptable.
Well done if you’ve read this far.... after waiting 2 months (I thought it was due to Cv19) I message to ask when I should receive the £100. They said they assumed the case was closed so I’d have to raise another complaint. Are they joking? So I’ve received nothing but poor service and am worse off.
Please do yourself a favour and avoid this company.
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2018-12-29
- Comments
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It's not the fastest, but is reliable, and I have had no problems at all with Plusnet, apart from not being notified when my contract ended and my bills going up, but they don't have any obligation to do that and, really I should have been on top of it myself. That said, when I rang up, and explained some difficult circumstances I have had over the past few months, they reinstated me as a new customer and given me a whacking discount to try and help out, 'bearing in mind the horrible situation'. CS rep was delightful, and really cheerful 'good luck with 2019 I hope it's better for you'!
- Location
-
- Location
- sussex
- Reviewing
- Plusnet
- Date
- 2016-12-05
- Comments
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changed from talk talk at the end of October, not a day without the internet dropping out. wait times for customer service very long. Advice from staff is poor and conflicting. Promises to make Open Reach appointments not kept, promises to call back not kept. Very sympathetic about poor service and length of time to solve problems but don't actually get it resolved. PlusNet say its Open Reach, Open Reach say it's PlusNet, I(the customer) am just the meat in the sandwich getting pushed back and forth, with not a sign of the problem being resolved. Basically they don't have a clue and seem to be clutching at straws, for a hi tech company they are short on answers and action. If I ran a company with these kind of service levels, |I'd go bust!
36 DAYS and counting
I'd like them to "do me proud" but think "I've just been done"!
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2018-12-02
- Comments
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Utter rubbish – there are a subsidiary of British telecom and so no better than them. The customer service was terrible and the only way that you can cancel or terminate your contract is by Sending a recorded delivery letter or by phone. I have spent almost 3 hours on the phone trying to get through to the right department to do the cancellation and lo and behold I’m never put through to the right place. It’s both illegal and disgusting.
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2017-11-12
- Comments
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Been with Plusnet up till the end of October as I'd finally had enough of the poor service they provided all round, I've even terminated my contract early to do so, that's how poor it is!
Started off really well with little problems, but within a few months the broadband was slow. We watch quite a bit of Tv through the internet, but just gave up in the end as we'd get half way through a program only for the internet to stop.
Like others that have said they're staff don't care and fob you off with rubbish. Our broadband connection would regularly go out throughout the day, when I spoke to someone online the advice was to turn the router on and off again to fix the problem, They claim they provide you will high speeds but there the slowest around.
I changed providers for phone &a broadband, received a letter to say they had the info about the phone but not broadband. When I spoke to online chat this was complete crap as they were fully aware everything was being changed over. I asked for my final bill which he couldn't give me.
Since then till today I have spoken to several different people and finally received my bill through, they still continued to charge me for a broadband service I was never receiving,cheeky!
Don't believe anything about they're adverts, they are the complete opposite, poor service providers and poor customer service. I now have to spend my time in a calling que to pay off my contract as they've threatened me with third party debt collectors, absolutely disgusting. Avoid this company like the plague.
- Location
-
- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2018-05-28
- Comments
-
Bad broadband, appalling customer service - rude and unreliable. Please help yourself and avoid at all costs! I’m really fed up that I’m tied into a contract with them!!
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2022-09-16
- Comments
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We got a new router yesterday, worked great , relocated it today , internet is gone , reset , tried different locations and unplugged all phones , and no one is answering the phone at plusnet , even the chats too busy to help F !
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2017-02-22
- Comments
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I have a reasonable service on my FTP line at home but wanted to open a business account at a different location. Just spent 20 minutes waiting to speak with someone to no avail so I think I will look for another provider.
- Location
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- Location
- Sutton
- Reviewing
- Plusnet
- Date
- 2017-09-12
- Comments
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Unfortunately, I cannot leave 0 stars. We signed up on 9 August 2017 and were told that it will take two weeks to connect the phone and another 2 days to connect the internet. Based on that promises, we signed up. The phone line was connected pretty fast (10 days or so), and the router arrived by post shortly after. Now, they are saying that the internet will be connected on the 6 October! To call through to their customer services takes about 30 minutes. Avoid this provider by all means possible.
- Location
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- Location
- Sutton
- Reviewing
- Plusnet
- Date
- 2015-11-25
- Comments
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I would not recommend it to anyone please don't take it. The worse experience of my life and I cancelled my contract with them.
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Plusnet
- Date
- 2018-06-13
- Comments
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Guarenteed speed 28.9mbs actual speed 9mbs. 50 mins on phone to customer services. BT was 17mbs They are going to call me back, but will that be before or after the 14 days that I have to cancel?
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Plusnet
- Date
- 2016-08-10
- Comments
-
As a new customer to Plusnet I find that they can talk the talk but thats were it ends.
Two months in and we are still waiting for Plusnet to complete. We had fibre broadband via EE at 38MB no problem apart from the cost to upgrade to 78MB. Plusnet came up with the best deal, but are not the sharpest knife in the box when it comes down to technical issues like dealing with BT Open Reach, crossed lines, jumpers and line tags being in the wrong place. The phone conversation today does not instill me with confidence as they now tell me I only have ADSL........
- Location
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- Location
- Sutton Coldfield
- Reviewing
- Plusnet
- Date
- 2009-08-02
- Comments
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Paying for up to 8mb getting 2-3mb
- Location
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- Location
- sutton-in-ashfield, nottinghamshire
- Reviewing
- Plusnet
- Date
- 2014-05-26
- Comments
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I had PlusNet broadband put in due to the English based customer service and support, what I didn't realise was how often I would have to ring them.
Was sent a faulty modem which only after a month of no broadband they sent a new one out which does work but will need resetting regularly which they send you instructions of how to do this so you don't have to keep ringing them. I would not recommend PlusNet and when contact up with them will be changing.
- Location
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- Location
- SW London
- Reviewing
- Plusnet
- Date
- 2016-12-09
- Comments
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3 weeks after switching to Plusnet and 1 Openreach engineer visit later, and I am STILL stuck with a fraction of the speeds I should be getting. The issue has repeatedly acknowledged, but the competence is resolving it appears to be totally absent.
My only hope now is that I can wriggle out of the contract as they seem wholly unable to come anywhere to the promised speeds.
The wait times of 45+ mins on the phone, or for Live Chat sometimes more than 90 mins (and never less than 30 mins) are a particular delight, I must say.
Staff at the other end are friendly enough, but that doesn't help me if the one tasked Plusnet with, they are unable to deliver on.
- Location
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- Location
- SW London
- Reviewing
- Plusnet
- Date
- 2017-04-30
- Comments
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I have only been with Plusnet for just over one week so time will tell if my rating will stay so high.
As a new customer switching from Sky, plusnet made the switch seamless. Activated on the date promised and most of the time I am getting the top advertised speed of 76Mps and around 19Mps upload.
- Location
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- Location
- SW1V 2EX
- Reviewing
- Plusnet
- Date
- 2021-09-14
- Comments
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Disgraceful customer service. Moved house and then had to deal with total incompetence. Don't go near these cowboys.
- Location
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- Location
- SW3 6BU
- Reviewing
- Plusnet
- Date
- 2020-04-10
- Comments
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We have been with Plusnet for more than 10 years and the quality of the service has significantly deteriorated.
There are regular breakdowns in the broadband service and the customer service is usually incapable of helping.
This company has become a total mess.
- Location
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- Location
- Swadlincote
- Reviewing
- Plusnet
- Date
- 2020-07-12
- Comments
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Was told we'd be online in 10 days, 16 days later had to ask what was happening, was told it would be another 3 weeks. Complained about this, said they would look to fast track it, but then didn't respond back about this. Asked again and nothing was actually done. Was given a new date which was in 2 days time. Nothing happened so called again and our date was moved back to 3 weeks time again! Asked to cancel and they did this. Might have stayed if they offered to give our first month free as we never got to use it! But canceled with no questions. Very unhappy as we trusted them to get us online within 10 days, right now our broadband is vital as my wife and I are both healthcare key workers having video appointments daily. We've had to spend a fortune on mobile data to compensate for their error
- Location
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- Location
- Swadlincote
- Reviewing
- Plusnet
- Date
- 2018-12-15
- Comments
-
Worst service on the market. Have had to plug in to the master socket as the signal is that poor. Can't wait for my contract to finish and leave the worst company on the market.
- Location
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- Location
- Swanage
- Reviewing
- Plusnet
- Date
- 2016-10-11
- Comments
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Plusnet were pretty good except if you have a problem they take between 15 to 35 minutes to answer a call..tell you its sirted abnd then you get emails and texts sayi ng you havent paid .. so another 40 mins holding and you say ill send an email..that way we all have records..simple.. except broadband supplier Plusnet dont accept incoming emails.. has to be done by post.. what an awful company to do business with
- Location
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- Location
- Swanage
- Reviewing
- Plusnet
- Date
- 2019-06-28
- Comments
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Been with them for many years, tried to pay a final bill when moved house and their staff and online systems wasn't able to take the payment, I had an email from them saying they would write off the final bill of £27 but I've now been sent a notification they have passed the bill over to a debt collection agency. Don't use them unless you want a bad credit rating through no fault of your own, thanks Plusnet.
- Location
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- Location
- Swanmore
- Reviewing
- Plusnet
- Date
- 2016-05-20
- Comments
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Speed(33mb) and reliability good. I have been trying to find out why my bill has climbed from around £35 per month to over £60 recently, despite the fact that I have unlimited access. I can't find this anywhere, only answers to questions I haven't asked. Today, can't even log on.
Most frustrating. How does plusnet claim to have excellent customer service? I have not seen it yet.
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2016-02-10
- Comments
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Terrible, worst ISP(internet service provider) I have been with don't think It could get worst but somehow they find a way to be worst. A joke speed of 9mbs when my friend 3 doors down on virgin is getting 200mbs. Upload speed is nonexistent at 0.5mbs. Worst reliability ever random drops often to the point of not being able to load a simple website. Customer service is a no go as your better off searching for you answer on the web. Plusnet also like the randomly block websites here and there for some odd reason with no explanation at all, don't go with this ISP what a joke of a company cant wait to switch!
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
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PlusNet's customer service is quite simply one of the worst I have had the misfortune to encounter.
Our internet drops constantly. They tested this and needed to send an engineer. They can only give appointments for blocks of time so 8:00-13:00 or 13:00-18:00. We booked an appointment and the engineer never turned up. They did say that if we weren't there and the engineer missed us they would charge us £50, however, the arrangement isn't reciprocated. PlusNet then said somebody would contact us within 48 hours. I suspect that they aren't working on the same 24 hour clock that the rest of us are working on because 4 days later and still we wait and still we have service that is not fit for purpose.
When you ring up you have to make sure you have an hour as you just hang on the phone for ages.
They are cheap but you pay for what you get and they are appalling. Seriously don't go with PlusNet. Pay a little more and get a quality provider.
- Location
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- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2016-08-25
- Comments
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Left talktalk at end of contract for Plusnet. Initially ok, but customer service was terrible and broadband speed was poor. Moved home in middle of contract, which they extended without notification. Had opportunity to leave in June this year as BT offered better contract and cash back. It was worth buying out from my Plusnet contract just to leave them. Just to prove how or their customer service was they tried to double by exit fee, which I fought as I had the original quote in writing. Plus they sent letters for the outstanding amount to my old address despite I hadn't lived there for 6 months, suggesting I wS avoiding them. They only had to ring me, I was on the same telephone number. NUTS! Would never go back.
- Location
-
- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2018-01-21
- Comments
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Was told my services would take 10 days to activate... It's now nearer 30 and nowt.!! Happily taken my money though...
Called customer services and that's all I got was a bad attitude...
Asked for the complaints dept email address and was told I had to write in via the 1980's postal service.!!
Not the best advert for an internet services company..!!
PlusNet are not ranked 65th - 67 internet providers on Trustpilot for nothing
STAY AWAY IF YOU'VE GOT ANY SENSE
- Location
-
- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2018-12-05
- Comments
-
I was supposed to switch to Plusnet on the 26th November from Talktalk. My Internet connection was cut off on the 21st November,and I lost my phone connection on the 26th. Eventually, after much drama, I got my Internet connected a week late, on 3rd December, but still no phone on the 5th December.
- Location
-
- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2017-01-16
- Comments
-
Set up was not as advertised, which was described as 'seamless' by a plusnet worker. Up to an hour on the phone for answers as to why. I regretted moving almost instantly. Recently been cut off for no reason, no internet for 10 days, asked me for £200 to cancel my contract and £65 charge if I was not in anytime between 8 and 1 when the engineer came, despite having to get kids to school. One or two helpful people but mostly rude, patronising and of no use whatsoever. Can't wait to leave.
- Location
-
- Location
- swansea
- Reviewing
- Plusnet
- Date
- 2015-11-10
- Comments
-
stay well away , first year with plusnet was ok then during next 18 month contract they asked if i would like to go to fibre optic , i declined. then my speed went to 0.15 mbs i phoned and complained they told me there was a fault in my house , i then changed all cables etc in house still same low speed.i have now found out that they had set my ip profile speed to 0.5mbs which meant no matter what i changed in house or even if bt had built a new exchange plusnet was limmiting me to less than 0.5mbs , so my advice stay away from them
- Location
-
- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2023-10-07
- Comments
-
arranged a move home date around the open reach plus net engineers. The open reach man was outside in his van for an hour I went out a couple of times. He didn't even attempt to come in to the property to check everything was working and just left. Typically it wasn't working. Call plus net and the earliest they will get someone out to look at the issue is 7 days. Absolutely shocking that they will leave someone 7 days without any internet in a day where people work from home for an error that was their side. really unsympathetic service and no attempts to bring an appointment forward. Won't recommend.
- Location
-
- Location
- Swansea
- Reviewing
- Plusnet
- Date
- 2016-09-20
- Comments
-
Have been with PlusNet since January 2007 - they were very good at that time. in the last 3 years or so they have begun the slide to TalkTalk status. They are abysmal I am looking for another supplier and will move asap.
Many on this iste feel the same. When I signed on with PlusNet WHICH placed them at the top of the satifaction charts. Where are they now?
- 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.