3,751 Customer Reviews over 94 pages
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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
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2019-10-15
- Comments
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Terrible ! I have been with plusnet twice over recent years and each time I have regretted being sucked in by their promotions. From trying to be charged for unnecessary visits to my house (that I requested should not take place), poor customer service and lengthy delays getting refunds back from them. I will not be using them ever again.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2019-10-19
- Comments
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Absolute garbage. I switched from Talktalk who are also garbage to Plusnet and my god, I have only been with Plusnet for 3 days and it is the worst internet I have ever had. It lags throughout the entire day. Gaming is terrible for it. Even when I'm on my phone, it lags and is slow as hell. I am cancelling and going elsewhere. Please do NOT go with this company.
- Location
-
- Location
- derbyshire
- Reviewing
- Plusnet
- Date
- 2016-11-10
- Comments
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Very slow internet, customer service hopeless. Always wait 30-40 mins for someone to answer
Broadband keeps dropping out.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-05-01
- Comments
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I am literally at the end of my tether. I’m trying to start up an ecommerce and blog and I cannot even watch a 30 minute documentary on Netflix. My broadband is dropping out every 10 minutes! Plusnet have lied, asked me to stay in for engineers who never come, made me feel like I am being unreasonable and it has been going on like this for 4 months! I’ve had 4 BT engineers here over the last 2 days and it’s still not fixed. I wish I had never signed up for this! Plusnet customer services are not for purpose!
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2021-01-07
- Comments
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Rubbish slow and now I lost my number and it happened when I bought a sim for someone else and it deleted my number
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2018-08-20
- Comments
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What an absolute pile of crap! Kept charging me twice a month and always told me they would refund it. When contacting plusnet services, every person is absolutely rude and no manners at all! Would never use them again.
- Location
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- Location
- LIVERPOOL
- Reviewing
- Plusnet
- Date
- 2019-01-19
- Comments
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haven't been able to receive internet for months, had to get bt engineer out, still did not fix problem, broadband box is placed downstairs, I live in a flat, was now told to get in touch with landlord as its my phone sockets, excuses and no help, so sorry I ever went with plus net absolutely awful, worst don't ever go with plus net waste of money
- Location
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- Location
- south yorkshire
- Reviewing
- Plusnet
- Date
- 2017-12-06
- Comments
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I started with plusnet phone and internet five years ago and was very impressed with the fast responses to phone enquiries to helpline, can do attitude and prices...sadly things have changed A LOT!
I just moved house and have had to deal with the helplines again and it is just appalling I have been trying desperately to get the new phone line and internet installed, one call after another waiting 30 mins to 50 mins in a que with the music driving me nuts only to get cut off or to be transfered around and around because they do not seem able to understand what is wrong and who can sort it all out.
On three occasions now I have been promised that my internet will go live on a certain day only to find it is not even ordered let alone likely to go live, this is causing chaos for my family, business and after just having moved home it is a really bad time to be without interenet generally.
At this time I have again been promised that my internet will go live next in a weeks time...a whole extra week away! when I was first told it could begin just 24 hours from order. The original order went in two weeks ago!
I have no confidence what so ever that the deal discussed and agreed for my contract will be forthcoming because this on off on off stuff may well mean that 'deal' has vanished as when I mention this they get very vague and sound confused!!
I actually feel very sorry for the people working there they must spend their days listening to people going nuts in frustration.
Plusnet what on earth went wrong !!!!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-01-15
- Comments
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I ordered Plusnet for two different properties and had to cancel both.
1. They set an installation date. When I heard nothing further on that date, I called and was told the installation had been cancelled at their end because of an error. They hadn't informed me. They told me they could try again in two weeks' time and offered nothing by way of compensation. I cancelled.
2. In another property, I queried why there was an installation charge of £50. I was told this was because they needed to install a new line. I explained there was already a line at the property. They then said they always needed to charge this for Openreach. Probably true, but others waive it and I didn't appreciate the initial lie.
So two accounts cancelled. Good job, Plusnet.
- Location
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- Location
- nwecastle
- Reviewing
- Plusnet
- Date
- 2018-01-29
- Comments
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Yippee my 18 months are up - I am moving back to Sky - lets hope they are still ok? PlusNet Fibre connection after moving from Sky is a joke, the last couple of months have been even worse with a constant drop in connection every 3-4 minutes and always at peak time. I was with Sky for a couple of years and never had such a bad connection.
- Location
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- Location
- Pembrokeshire
- Reviewing
- Plusnet
- Date
- 2018-02-06
- Comments
-
Horrendous since day 1 I haven’t had speed above 8mbps and went from BT where I had 76mbps down.
Almost a month with no resolution no feedback from customer service no refund nothing!
AVOID!
- Location
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- Location
- llwyndafydd
- Reviewing
- Plusnet
- Date
- 2018-02-11
- Comments
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charged a lot for a very poor service it does not do as it says on the can very poor all round
- Location
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- Location
- LIVERPOOL
- Reviewing
- Plusnet
- Date
- 2019-01-19
- Comments
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haven't been able to receive internet for months, had to get bt engineer out, still did not fix problem, broadband box is placed downstairs, I live in a flat, was now told to get in touch with landlord as its my phone sockets, excuses and no help, so sorry I ever went with plus net absolutely awful, worst don't ever go with plus net waste of money
- Location
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- Location
- Hatfield
- Reviewing
- Plusnet
- Date
- 2015-09-15
- Comments
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The old adage "Pay peanuts-get Monkeys" is proved right
If you need reliability of service they are best avoided.
- Location
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- Location
- Sunbury
- Reviewing
- Plusnet
- Date
- 2021-07-10
- Comments
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It is most horrible service. Cannot do simple voice call over the teams. Please avoid it as they put through technical teams and they cannot solve anything. They refuse to remove disconnecting charges in spite of not able to simple services. Waste of money , please avoid it
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2019-07-15
- Comments
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If I could give them 0 stars I would!
Plusnet is the worst company I have ever had the displeasure of dealing with. There connection is dreadful! Never have I had a company be so rubbish at providing internet!
The customer service is nice and friendly, they politely tell you it's tough and you're stuck with the rubbish internet. They may as well laugh down the phone and say, "Sucker, we got you now!"
It is evident that they are well versed in repeating, "we are just like every other provider. You'd face these problems with them too.". Well no that isn't entirely true now is it because I haven't!
Run people, run, run away! Do not fall victim to wasting hrs and months complaining and using all your phone data! Don't do it! Pay an extra £3 a month and go anywhere else!!! Even use virgin if you really must! Save yourselves from this horrid experience.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-09-15
- Comments
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Don’t do mistake and dont join them because of the price.
I been with them and I swear it was disconnecting every 5 minutes. Horrible system.
Also I left them last month but they charged me double because of the mistake they made that my contract would finish earlier, they have to refund me £25 but rubbish customer service didn’t solve the issue.
Save your money and dont join them and save your money and time
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2019-11-09
- Comments
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Totally messed up my house move. As far as I knew, everything was arranged for the day after I moved in to get an engineer out. When I called the day before to confirm the installation, I was told there was an error in the order and it would have to be rebooked. I agreed to this even though it was leaving without internet over Christmas. Again, the day before installation was due I called Plusnet to confirm. Now there was a problem with Openreach because my house already had an active line (it didn't). I asked them to confirm the details to find they'd booked the installation at the address is moved from! Absolute incompetence! I told them where to stick their broadband and moved to Sky. In Plusnet's credit, they agreed to waiver any early termination fees.
Our so I thought....
10 months later, I received an email from Plusnet saying payment could not be collected for my latest bill. I logged into my account to find a bill for early termination charges - issued 9 months after my move. As during the previous fiasco I'd spent hours and hours on hold to their customer services, I contacted them via webchat. The operator confirmed that the bill was raised in error and world be credited. Two weeks later I bet a call from their debt department chasing payment. I told her the story and she said she had put a note on my account. Two days later...another debt chase call! I demanded to speak to someone who could help without being put on hold for hours and was put though to technical support(?), the operator said he had emailed the billing team to sort this. We'll see.
I will avoid Plusnet and would recommend anyone do the same unless you're a fan of incompetence. As I'm also in a position to do so, I've also transferred my company's broadband away from Plusnet. It's hard to believe they're owned by BT. They definitely need to invest in staff training!
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2016-09-28
- Comments
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I ordered fibre broadband on 15th August, paying my initial fee straight away and still today, 28th September, I have no internet. They have fumbled my order since day one (cancelling it several times to then apologise saying it was a mistake) and every time I challenge Customer Support, I get what may as well be a computer generated response that avoids all of my questions.
I could not recommend them any less. Avoid, avoid, avoid!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2022-06-08
- Comments
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Almost at the end of my 18 month contract- thankfully!
WiFi started dropping out after a few months - had to reboot router to get it going again. Some devices just wouldn’t work or would work intermittently. In the end I found a thread on their community forum with literally 1000’s of comments on it that had the exact symptoms of the internet service I was receiving - turns out the router is known to be defective! I did manage to get a firmware update pushed to the router that made it more stable but I do still have drop outs of the 5gHz occasionally. I will definitely be changing provider.
- Location
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- Location
- East London
- Reviewing
- Plusnet
- Date
- 2017-03-08
- Comments
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I have been with plus net for years and until last year always found them excellent for my purpose.
Now it can take me nearly all day to log into my emails ...in fact the onky time I can half gurantee being able to open my email account is around three in the morning and not always then
On Tustpilot plus net barely get one star, I am just a little skeptical of some of the four and five star reviews here which help to keep plus net in the mid range.
I think a more accurate assessment of them would be achieved if the star rating was based on the last one or two years rather than the last eight which allows them to exist on a previous performance rather than the service you get today.
- Location
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- Location
- High Wycombe
- Reviewing
- Plusnet
- Date
- 2020-07-10
- Comments
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I've been with Plusnet since 2013 and was happy throughtout that time but the last 6 months has been utterly shambolic. Incorrect billing, constantly declining broadband speeds (I'm on a guaranteed 27MBPS service and freqeuently see it as low as 3-MBPS) causing connection losses or frozen streaming. Now having severe problems with the phone service too, which is impacting us both personally and professionally. Customer Service Online chat is suspended and I'm sat here for the 3rd time today trying to get through on the call centre number without any luck (Been waiting 20mins). Abysmal.
- Location
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- Location
- Purley
- Reviewing
- Plusnet
- Date
- 2017-08-03
- Comments
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Was trying to switch to them.. I gave them all my details, paid for the first month and at the end could not login as my account dose not exist!! I called the costumer service and after 15 minutes of waiting this rude person answered the phone saying it's not them taking the money but my bank and I will have it back in 3 to 5 working days. When I asked about my account he said they are having a problem with a website but never propose to set me up while we are on the phone..
Guess don't really care about costumers..
- Location
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- Location
- newcastle
- Reviewing
- Plusnet
- Date
- 2018-03-09
- Comments
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very poor staff not helpful will be glad to get out of this poor service tv adverts misleading they don't give a f++k about you I said I send a letter to ceo he said I do not care never go with them again they belong to BT so that's out of the frying pan into the fire as I left BT BECAUSE OF SAME THING
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-05-30
- Comments
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Can't trust what you are told by customer service by way of promotions, prices or replacement routers. Told one thing by customer service only to be told it's not true or valid when I talk to the next, meaning when they offer something (i.e. Introductory Voucher to cover cost of engineer callout) you really have to fight to get it.
Worst service I've received for anything ever.
P.s. Speeds are naff, paying for 10-19mbps, only get max 2mbps
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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We went back to Plusnet after our contact finished with another provider, wish we hadn’t have bothered, speeds and reliability are absolutely useless, drops out constantly, takes ages to load, it’s useless. You ring CS all they tell you to do is switch your router off blah blah, not a permanent fix. It’s that bad i spend most my time using my mobile data, i’ve even increased my data so i get consistent broadband. Oh I live in a town and not the sticks so no excuse, I cannot wait to get rid of them.. take my advice don’t bother.
- Location
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- Location
- Llandybie
- Reviewing
- Plusnet
- Date
- 2023-01-18
- Comments
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The worst company that i have ever had to deal with, have had a technical issue since it was installed 18 months ago, no one is capable of resolving and when i ask to move they have the cheek to charge me.
DO NOT USE EVER------------------
- Location
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- Location
- Stamford
- Reviewing
- Plusnet
- Date
- 2020-08-21
- Comments
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I ignored all the one star reviews and went ahead and signed-up...wrong...!! I had cold feet and tried to cancel but then realised it's impossible to communicate with plusnet. You'll never get through on the phones they do not receive emails, there 'live chat is with a computer and cleverly avoids the topic of cancelling and closes automatically before you finish. My 14 day cooling period is nearly up and I still haven't been able to communicate yet. Hence no star for broadband speed or reliability because not even connected yet and I'm furious. The one star reviews are for a reason, ignore them at your peril ...!!
- Location
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- Location
- Leicester
- Reviewing
- Plusnet
- Date
- 2018-07-02
- Comments
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Dreadful WiFi range you can take your mobile device less than a metre away and you will lose connection. The speed when you actually get a connection is dreadful. The broadband goes down multiple times daily which makes it almost impossible to do anything. Highly recommend staying well clear it's not worth the money at all and after a week you'll be begging that you headed my advice.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-09-07
- Comments
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3 times I wait for ingineer to come to install the new router and no body come. From 2 month no body fix it .
- Location
-
- Location
- Barry
- Reviewing
- Plusnet
- Date
- 2015-05-28
- Comments
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I joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.
Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!
I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.
If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.
- Location
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- Location
- Midlands
- Reviewing
- Plusnet
- Date
- 2015-11-18
- Comments
-
The worst service I have ever had.
- Location
-
- Location
- lincolnshire
- Reviewing
- Plusnet
- Date
- 2016-02-09
- Comments
-
we have been with plusnet customers for two years. at first a great provider fast reliable trustworthy internet and great customer services and the price is fair. past year on the other hand not so good. the connection constantly goes down the speeds are slow the customer services couldn't care less the engineers on the phone just tell you to change channels in your router when the internet and/or router is as much use as a chocolate fireguard. ive asked for a new router but was told no my router is fine and that they dont give out replacements and that a engineer needs to come to my home. im guessing a nice charge there to when he diagnoses its my problem not plusnets. i have left plus net and will not be returning anytime soon. my only advise check your coverage mine is covered and supposedly is brilliant but but still sucks. if you live in the country avoid plusnet better off with a more mainstream suppler.
plusnets phone on the other hand cant fault it good prices.
- Location
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- Location
- Cumbria
- Reviewing
- Plusnet
- Date
- 2016-11-15
- Comments
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Plusnet - Will do you proud! OR NOT!!! Do not go with this company they should not be allowed to sell broadband!!! I transferred from BT worst experience of my life. I have had no broadband since switching, they can't tell me what is wrong or when it will be fixed and it has been nearly a week! They switched my phone number after I specifically told them I wanted to keep my telephone number and you can't get to speak to someone without waiting and waiting and waiting. To top it off I commented on their Facebook page and they deleted my comments and reported me to Facebook for spamming! I want to cancel my contract but they say I can't - what a complete joke!
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2016-12-07
- Comments
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I wish I hadn't changed from BT. The Plusnet router just keeps dropping out and even when it does work it's incredibly slow. This didn't happen with BT. Getting in touch with Plusnet is not easy and when you do think you've resolved a problem it never actually is. Plusnet are absolute rubbish and I can't wait for my contract to finish so that I can get back to BT
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2017-09-01
- Comments
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I ordered fibre broadband from Plusnet over a month ago now. At first the engineer was coming to install it in just over a week somewhere between 1pm and 6pm. I waited in and nobody turned up, rang Plusnet - 'sorry, the order was cancelled by our suppliers'. Another few weeks of ridiculous phone calls but finally the engineer arrived but no router. I called plusnet, the router will arrive in 3-5 days (more waiting). I'm still waiting on the router when I get a message saying the internet will be active in 2 weeks!
I call to complain (again) and I am asked what I am complaining about so that he can explain it to me. I said, I can understand, I would just like something done. This is apparently impossible but he explained everything anyway. He then finished the call with, if you don't understand anything else give us a call.
- Location
-
- Location
- Ilford
- Reviewing
- Plusnet
- Date
- 2018-12-21
- Comments
-
Worst broadband there could be! They charge people on their own basis. Unprofessional staff, just a Bunch of kids who attend after finishing school. DO NOT JOIN! IT IS A PAIN OF A LIFETIME. HOPE THIS COMPANY GETS SHUT DOWN SOON.
- Location
-
- Location
- london
- Reviewing
- Plusnet
- Date
- 2016-01-17
- Comments
-
The adverts may portray that Plusnet understand customer service, however the reality is very different. Wait times of over 40 minutes are typical when calling customer services. Systemically poor service, ill thought out processes and rude poorly trained staff.
Waited 3 months for broadband and now I am fighting to get a refund. Use a more reputable provider. .
- Location
-
- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2021-05-27
- Comments
-
We moved my mothers phone line to Plus Net. My mothers care line is essential and operates through the phone line. In over a week the phone has not worked since the day of the change over. The call centre are no help at all and we now have to employ a carer to visit as my mother in is danger without a phone line. Plus Net have done nothing beyond saying sorry x 100 times, this does not help. I would not suggest moving to this terrible service provider.
- 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.