3,751 Customer Reviews over 94 pages
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-04-05
- Comments
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Been with them for years but now are an absolute shambles. Messed up the house move created a new account with wrong details, eventually got going but just had email saying a direct debit set up on old account - called and they said ok we'll sort it. They cancelled the old account but also managed to cancel email address. Rang them and they couldn't seem to care less. They agreed to open the old account as email only but would take several days so I'm without emails.COMPUTER SAYS NO is the current service response to everything. Incompetence rules since BT took them over
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2020-12-27
- Comments
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I have honestly never come across such horrific and unprofessional customer service in my life. I moved house and was told that my connection would be ready on the 7th December, it's the 27th now and still no closer. Rang and got told they would refund my account £15. £15!! For almost a month with no connection and paying extra to get wifi here! Passed from department to department with no care at all.
Worst part: tried to cancel my contract to be argued with by the woman because I still had connection at my old property until 7 days ago - I haven't lived there since the start of the month!! Now they think there gonna get a £130 cancellation fee, I'm thinking they won't be getting a single penny out of me.
Avoid at all costs, not one company ranging from BT to Vodafode and even Talk talk are this incompetent.
- Location
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- Location
- Uckfield, East Sussex
- Reviewing
- Plusnet
- Date
- 2018-07-06
- Comments
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The service and customer service is appalling. Months of phoning to try to resolve the problems has been so frustrating. The service does not improve, it gets worse. You just get nowhere having spent hours on the phone you are just fobbed off with nonsense. A very dissatisfied customer along with many others it appears.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2018-07-11
- Comments
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Absolutely awful, was a customer for 3 years, 18 month contract,plusnet promised to reduce my monthly d/d. Never did, Continuous drop out losing signal.ment to be optic fibre, when complaining asked to buy another modem, which I did, the same problem, I payed well over what I should of done, again when complained , plusnet had no records suggesting of conversation after 18 months contract was up, still paying the same how convenient.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2018-09-06
- Comments
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Plusnet keeps you on hold for an average waiting time of 30 minutes and when you finally get through you sometimes get cut off/disconnected so you're expected to phone them back and wait for another life time before getting through again.
Why can't they have the decency to phone you back so they can at least try and rectify your problem instead of ignoring it. I joined Plusnet for their Customer Service but what a load of rubbish they are.
- Location
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- Location
- Newton Le Willows
- Reviewing
- Plusnet
- Date
- 2018-10-13
- Comments
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Really didn't want to give any stars. I've had plus net for astound 4 years with no prob. They've changed me to fibre about 4 weeks ago and it's been a nightmare since. Would never recommend this company. They continue to blame it onto the BT connection.
- Location
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- Location
- Brentwood, Essex
- Reviewing
- Plusnet
- Date
- 2019-02-06
- Comments
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Was very happy to sign up with Plusnet as the deal appeared very good for Broadband & landline 17th Jan 2019. Still waiting for connection 6/2/2019. Attempted web chat etc, no joy! PLusnet caption is "WE'L DO YOU PROUD"! Hope so when this Company get around to connecting me & sending me my router.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2021-03-31
- Comments
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They’re taking hundreds of pounds from me and refusing to pay it into my account. Saying I have to wait for a check to get it back, but yet I haven’t received any checks. Horrible internet and they’ve been stealing money from me for months for insane amounts that they can’t explain.
- Location
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- Location
- B339ng
- Reviewing
- Plusnet
- Date
- 2021-07-30
- Comments
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The worst ever,I had to endure plusnet for two years.They offer a one month cooling off period which I wasn't given because it took them a month to set up my connection.
I waited patiently for two years until I was out of contract to then be told I still had to pay a cancellation fee.I happily gave them the £30 and told them where to shove their broadband.I was asked who my new provider was and when I said Virgin the service agent told me he was jealous.
Lol
- Location
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- Location
- Dunstable
- Reviewing
- Plusnet
- Date
- 2016-06-29
- Comments
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Many issues over the years, stuck with them but have decided to leave. For the pleasure of leaving them been charged 1 months notice (which I knew about) and £25 charge which I didn't - apparently its so they can "switch it off". What a con - avoid
- Location
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- Location
- BALLYCASTLE
- Reviewing
- Plusnet
- Date
- 2020-01-20
- Comments
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Constantly reduced my speed,customer service no help whatsoever.They keep repeating that I can’t get out of the contract unless my speed goes below 11mb.AVOID.
- Location
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- Location
- Perthshire
- Reviewing
- Plusnet
- Date
- 2016-11-23
- Comments
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We transferred from BT only to find that with the switchover coming on Monday the router had not even been sent out on the Saturday before. The operator PROMISED (a complete LIE) that the router would be despatched over the weekend. The router arrived a the day AFTER the switchover. Then the Internet did not work for another 24 hours. PlusNet in the guise of John Lewis made excuses that computer systems let them down, the advisor was mistaken (HE LIED) and they would offer only 83p (a days rental) as compensation. We rely on Broadband for work and for the children and this caused stress. John Lewis (PlusNet) did not care, do not care and have done nothing to resolve customer dissatisfaction, why are OFCOM not getting involved with so many complaints made?
- Location
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- Location
- United Kingdom
- Reviewing
- Plusnet
- Date
- 2015-03-12
- Comments
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During the initial 14 days the connection was great, however as soon as this period passed the connection has become increasingly unstable requiring multiple resets in order to access the Internet. Do NOT choose plusnet as your service provider
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2018-12-26
- Comments
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Absolute pain, slow and glitchy!! Costumer service is a joke will be changing provider! * Do Not get plus net*
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2015-08-25
- Comments
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Waiting 45 minutes to get through to their customer service. Is this for real!
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2021-07-09
- Comments
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Useless, move the goalposts in terms of pricing all the time, would not recommend them at all
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2016-05-08
- Comments
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The WORST broadband i ever had, slow even when it worked and often even worse because it regularly broke on top of it. The ONLY good thing is it's fairly quick to get in touch with customer support ONLINE (mpfh. nice, huh? be prepared to wait a lot on the phone) but reporting any problem usually ends in a hot potato ping-pong between them and BT often taking days and weeks to resolve, or asking the customer to test and replace(!) the equipment provided by them.
Utterly useless bunch, AVOID.
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2019-09-29
- Comments
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'used' to be great. Couldn't help enough. Last 3 years, absolutely dire and getting worse. Couldn't care less your leaving, sales room and customer service put the phone down if they don't like your query....after waiting 25 minutes to get a response.
To big for their boots now. Go elsewhere
- Location
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- Location
- norfolk
- Reviewing
- Plusnet
- Date
- 2022-05-14
- Comments
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when I signed I was supposed to get a cash back voucher but when I tried to caim the £75 voucher PLUSNET said the offer had expired even though they where still promoting it.
- Location
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- Location
- Airport road
- Reviewing
- Plusnet
- Date
- 2023-06-24
- Comments
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Very bad experience don’t waste your money.totally wastage of money.bad services.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2014-12-23
- Comments
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I don't usually write reviews however plusnet have been so utterly poor in every possible way I feel compelled to advise everyone to stay away from this provider. The number of problems I have is simply too long to publish.
- Location
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- Location
- Ayrshire
- Reviewing
- Plusnet
- Date
- 2015-12-14
- Comments
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My BT contract was expiring in mid December so I contacted Plusnet on 21/11 and arranged to transfer broadband and calls. Despite the 10 day transfer claim, by 8/12 I had heard nothing further than the initial confirmation email and the deduction of my 12 month advanced line rental. I spoke to some unhelpful person in an on-line chat who said there had been a problem but nothing had been done about it and he didn't even know what it was (and couldn't arrange for anybody to contact me)! So effectively nobody was bothered until I had asked for an update. He couldn't cancel my order and I had to call the cancellations team at 0800 the next morning which I did and spoke to a very apologetic individual who promised to look at it again and speak to the technical team. He would text me with an update (or call) and I could proceed with the cancellation if I still wanted to. Needless to say there was no further contact so today (6 days later) I have finally cancelled my order because the customer service advisor told me that there was still no progress (over 3 weeks after the initial order!). Shocking service. The company had done nothing about the initial 'issue' whatever it was (nobody could tell me) and the follow up was equally bad. I wouldn't recommend them to anybody (and I now need to spend another few hours looking for the best deal!).
- Location
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- Location
- Burnley
- Reviewing
- Plusnet
- Date
- 2019-03-18
- Comments
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AVOID!! Absolutely appaling service! Set up with them in a property I work in for special needs. Had to be set up in the name of one of the people I support but these are people who a. Can't talk or b. Have the ability to understand. Contacted them on the go live date as Internet not working only to be asked if they could speak to the account holder!! Probably the most unhelpful company I have ever had to deal with. No Internet from day one and they have the nerve to charge £216 when we want to terminate the contract.
- Location
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- Location
- Northants
- Reviewing
- Plusnet
- Date
- 2019-04-24
- Comments
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OK - this is an honest review - I was going to join Plusnet(PN) BUT BT at the last minute offered a better deal. But only after I had paid a deposit to PN. I requested a cancellation and PN were verbally perfect... This was in March - 5 weeks later I am still waiting for a refund. Today I was told it would be another 2 weeks and sent as a Cheque (add on another week for it to clear). So in total it has taken over 3 hours of me chasing and nearly 8 weeks to claim back a refund from them!
I will NEVER move over to Plusnet and will never consider them in the future - they have sat on my money for nearly 2 months and I have been passed pillar to post in trying to get it back.
How are companies allowed to treat people so appallingly - it takes seconds to take your money and months to get it back. Where is the fairness in this?
DO NOT GO OVER TO PLUSNET! I WARN YOU!!
- Location
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- Location
- Tunbridge Wells
- Reviewing
- Plusnet
- Date
- 2023-01-27
- Comments
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Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Comments
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To any potential Plusnet Customer's, if you plan on moving or selling your property anytime soon, please don't bother signing up. I've had the pleasure of paying £242 today for broadband services I can no longer use at a property I no longer own. For a company that claims to #lovesyouback, I do not think in this circumstance any love has been shown. According to the complaint handler Andrew, it's 'brilliant customer service' to charge you for a service you have no physical way of using at an address you no longer own. If you know you'll be moving anytime soon, don't go with these guys, their exit charges are extortionate.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2017-06-27
- Comments
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We have a property in the northwest which is able to use virgin media and the broadband is 150mb/s and simply outstanding. We got a new property over in a village in the northeast and the open reach system said we could get broadband only. We ordered a phone line and broadband package from plus net with an estimated speed of 3.5-8mb/s. I was told an engineer needed to call so took a day off work only to be told via text they didn't need to call wasting a days holiday. The line was installed and yielded less than 2mb/s at which point we had a phone number and open reach said fibre was available. Plus net switched us onto a fibre service. This was slower than the standard broadband yielding 1.5mb/s. An engineer visit was needed and plus net could not sort this out for a weekend even tho open reach work weekends. The customer service around this was really poor. I took another day off work for the engineer to call and discover we were connected to a cabinet 3.5km away. The cabinet in the village was 300m away and fibre enabled but plus net refused to talk to open reach to ask them to connect us to this cabinet. I phoned BT and after escaping from the plusnet contract and 20-30 minute waits to customer service I had engineers back at the house from open reach to reroute the line and connect to bt infinity which is running at 60mb/s. Plus nets cant do attitude when it comes to customer service is very poor indeed and it would appear to be the poor cousin to BT retail. We wasted 2 months having no or unusable service and many hours on the phone mostly on hold. Avoid.
- Location
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- Location
- Highgate London
- Reviewing
- Plusnet
- Date
- 2017-07-17
- Comments
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I'm a long-term subscriber. In the early days, Plusnet was helpful, accessible and provided a reliable broadband service. These days, and expecially since it was taken over by BT, it is appalling. Brodband is slow, intermittent and unreliable (I'm in London!) and I've twice lost all connection for around 3-4 days. They usually blame BT for this - so it's good to know that other subscribers are having the same problems.It's almost impossible to get through to customer service because there are wait times of up to 30 mins - they are obviously ludicrously understaffed and appear not to care. Despite a steep decline in the service, they've had the cheek to increase their prices recently. Avoid this firm at all costs. I've had enough and am looking elsewhere.
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2018-02-10
- Comments
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This company should use the motto of "We do you over proudly" There service is awful and there is absolutely no customer service or ability to deal with any complaint or issues what so ever. I would rather walk five miles to talk to someone in person than use their rubbish service avoid at all costs
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2015-04-28
- Comments
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Waited 10 days now(since expected connection date) for internet that I ordered 40 days ago!
10 hours of listening to horrible waiting music they have. So tired.
They have told me that they will follow up the case and call me back but they never did!
- Location
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- Location
- Thatcham
- Reviewing
- Plusnet
- Date
- 2015-09-29
- Comments
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Awful. Waited for engineer who didn't turn up, keep being put on hold on the phone for half an hour turns (more than 2 hours on hold total now). Keep being told i have to wait 72 hours before they'll do anything (no idea where this arbitrary number has come from). I've recieved emails and texts from them to tell me my service is now complete, but I have NO INTERNET. I've been left with nothing, my old line having been cut off. My wife can no longer freelance from home and has had to go out and seek alternative internet this morning at HER EXPENSE. I've lost a day off, which cost me a lot more than the £40 installation i have paid for and NOT RECEIVED. - DO NOT USE THIS COMPANY.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2021-06-28
- Comments
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I have had several issues with Plusnet regarding errors on my account and billing. They have failed to resolve the issues multiple times; citing errors on their system. Despite promising resolution and refunds, not of it has gone through. Complaints through official portals are difficult and almost non-efficient.
- Location
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- Location
- Northern Ireland
- Reviewing
- Plusnet
- Date
- 2017-06-02
- Comments
-
Years ago I was with Plusnet and they were brilliant. Seeing their TV advert lately I decided to sign up with them for Fibre Broadband. Even though am paying double the price I was for Fibre, there is not an hour that does not go pass without the connection dropping and I lose my work. When I phone them on average daily or twice a day (as there is no point in phoning them) I am told your broadband is fine going to your house the problem is within your house of which nothing further happens.
Without doubt and by far the worst internet provider I ever had and even though I can prove that my computers are losing the connections they refuse to let me out of contract.
BEST ADVICE - STAY AWAY FROM PLUSNET!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-04-01
- Comments
-
I have signed up a 12 month contract with Plusnet and was waiting for the service. Router had not been delivered for almost 2 weeks. I could not use Internet despite paying for it. It was an option to cancel the agreement in first 14 days which was used. I was charged 30 pounds disconnection fee despite saying initially that if I change my mind I do not have to pay anything. Plus net did not put much efforts to keep me as a customer. All they were offering to pay me 0.6 pounds compensation for not having service on time. Also every single time when I was calling support line It took 15 minutes to get connected.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-05-26
- Comments
-
Worst internet provider ever! Should have had internet a month ago and still nothing. They send me regular texts with empty updates and false promises. As they're not conclusive, I need to call customer support 2 / 3x p/week and the staff is rude and doesn't have a clue about the issue being discussed. Couldn't be more unsatisfied. Wouldn't recommend it to anyone! Not even my worst enemy.
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2015-07-08
- Comments
-
ONE STAR IS FA A A A R TOO MUCH
---2015-7-08---
Called them to complain...AGAIN... about their useless ISP service...
Call lasted 37m41s on my cellphone!...
RESULTS!... TOTAL WASTE OF TIME!...
Called a couple of times in the past few months...
Expected call waiting time is ALWAYS at least 15m...
I believe it is kept at this so people will just not waste their valuable time waiting for them to answer... (crafty plan?)
Then they ask you you a tring of annoying questions
"Just to justify they are speaking to complainer!!"
Yes I am spending 31minutes 41seconds mobile time because... well I've got nothing better to do...(while my ISP is not working)
Then they make me go through all the technical connecting, disconnecting, changing routers and telling me to move my original router to the main telephone box to check it there (which would involve a lot of office furniture moving)
and if I don't and they find a wire fault somewhere...
I WILL HAVE TO PAY THE CALL OUT!!...
THEY told me, about 2 months ago to move it in the first place...(didn't offer to pay me for my time and professional services)...
WHAT THE HECK DO I PAY A MONTHLY SUBSCRIPTION FOR!???...
I signed a contract stating that I would pay Plusnet a certain fee each month if they supply me with uninterrupted bandwidth 24 hours a day for each day of the month...
I am paying... FACT!
Plusnet is NOT SUPPLYING!... FACT!
"Breach Of Contract"... I certainly think so!...
- Location
-
- Location
- Aylesbury
- Reviewing
- Plusnet
- Date
- 2021-12-27
- Comments
-
I have had difficulty getting signal where I live. I spoke to
Customer service who were so unhelpful. Asked to speak to a supervisor or manager that told me what would happen yet never did!!! Stay away from plusnet…..
- Location
-
- Location
- Scottish Border
- Reviewing
- Plusnet
- Date
- 2017-05-24
- Comments
-
Two months after my contract has ended I realised some changes in my direct debit payments. I have not received any email notifying me that the contract is coming to an end. After I spoke with various agents and beside the facts that the calls were hung up few times and I had to explain the whole thing over and over, I decided to put this into a complaint and in writing. After I discussed this with citizen advise bureau, I was advised that I must have been notified by the service provider well in advance about my contract coming to an end and I must have been offered the choices to whether carry on at an increased amount or renew the contract. The changes to the direct debit must have been done with my authorisation. I was advised at the beginning of my contract that I'll be communicated through my email address whenever is needed to do so. I have cancelled my direct debit last week, since then I have been sent 5 emails in 4 days. So what I do not understand is that only whenever Plusnet is chasing a payment, numerous emails are sent to the customer. I put this into complaint but I have not heard from them yet.
- Location
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- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2017-08-13
- Comments
-
Slow internet very slow at peak times. My smart tv apps very slow and intermitant alot of the time. I regret leaving talk talk.
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-02-10
- Comments
-
This company is a scam, I have been paying for line rental I never wanted and it never actually worked. They have charged me for years for a product they never gave me but will they do anything about it? No. They charged me 98 pounds for 5 hours of international calls I had to make while my mobile and computer were being repaired and if I decide to leave they will charge me 2018 pounds. They are a scam and a rip off. The government sold of the phone lines which were a public utility and now we pay the price
- 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.