3,751 Customer Reviews over 94 pages
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- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2019-02-22
- Comments
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Awful, Constant drop outs even though blue light on router. Speed fluctuates speeds and then to top this off I received an email about a failed direct debit email and they placed restrictions on my account the very same day!!! I have never had this with any company .
- Location
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- Location
- Wakefield
- Reviewing
- Plusnet
- Date
- 2020-07-21
- Comments
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The big problem with Plusnet is that they are so difficult to contact. They couldn't be more awkward if they tried.
We have had a fault on the phone line occurring for the second tome in two weeks. They expect you to telephone them; How when the phone isn't working!! I got onto the chat line where they just couldn't care less. They said they couldn't do anything, which means they weren't going to try. They said I had to ring. I managed to get a mobile to call but their call centre is hopeless on a mobile. Pressing the button as instructed just cut me off and I tried several times. I had asked the chat line for an email address of the Complaints Manager but was told that you have to write in. For a company selling modern technology, including email, it is ridiculous to hide behind the postal service. I want action now not the week after next.
I'll just be glad when the contract is finished then goodbye and Plusnet.
How can their customer service be “award winning”?
- Location
-
- Location
- london
- Reviewing
- Plusnet
- Date
- 2015-02-09
- Comments
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The most appalling, rude and wholly unsatisfactory service. Lots of hidden charges as well.
Terrible, would never use them again
- Location
-
- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-03-07
- Comments
-
Paid for caller display - it doesn't work. 45 minutes on hold queue to report this is a joke.
Broadband speed is bouncing all over the place, the plusnet routers wifi is 4 times slower than my routers wifi that is connected via a LAN to the plusnet box!
- Location
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- Location
- CHESTER
- Reviewing
- Plusnet
- Date
- 2017-07-26
- Comments
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Dealing with Plusnet is a bit like trying to win the biggest prize on a rigged fairground attraction, then wondering why you've ended up frustrated and skint.
One of the reasons I've looked forward to being back online, is so I could write this review!
As loyal customers, we had naively signed-up again with Plusnet, just prior to receiving the worst customer service we've had from any internet provider...ever.
Our router broke a week ago. Getting through to them on the phone was a task testing enough on its own. Waited up to 30 mins to get through. When we did make contact they promised to get a replacement out "within 2 - 5 days". That struck me as an unacceptably long and vague window, but unfortunately I'm not the account holder, so i don't call the tune.
Anyway, waited in the hope that such a large, successful company would be using a fast (24 hour) courier. Nothing after 3 working days, so we rang them again on the 4th day, only to be told they'd "had a problem with the manufacturer", and our box would be posted "within 1-2 days". This info was clearly deliberately withheld in the first instance. They are procrastinating liars, in my opinion.
Our new router arrived today - exactly one week after the old one broke down, so we've been locked out of the t'interweb for 7 days, thanks their inefficiency and holding out on us.
It's a shame, because you used to be able to ring them and speak to somebody directly within minutes.
They portray themselves as a good, old-fashioned, honest-to-God Yorkshire company, but they certainly don't deliver, let alone "do us proud" - as they so boldly claim.
- Location
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- Location
- Coldingham
- Reviewing
- Plusnet
- Date
- 2016-02-19
- Comments
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Every time I have called customer services I have a min 30min wait and they never apologise for the wait. Last time I asked why no apology and the guy became quite indignant and abrupt. I see PNet are currently doing deals for for phone and broadband for £15.99. My last monthly bill was £52.69 yet I get no breakdown of this. Now they want to charge me £150 if I cancel...
- Location
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- Location
- Scottish Borders
- Reviewing
- Plusnet
- Date
- 2015-10-22
- Comments
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Super ISP when I first started about 6 years ago - good speeds, reasonable fast customer service.
But it's gone down the tubes since. Rarely get advertised speed, total drop outs are common, and it takes a lifetime to get through to a human being at customer services - not that they're usually the slightest help anyway. Great with promises, not so hot on action.
They've recently offered me fibre, but my question on how the hell they can guarantee high speeds when they can't even maintain ordinary adsl speeds brings just corporate guff.
- Location
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- Location
- chippenham
- Reviewing
- Plusnet
- Date
- 2017-06-19
- Comments
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The worst customer service I have ever encountered. We were flat out lied to, on 2 separate occasions (we were told and engineer would come to the property, when this simply wasnt true.) To even talk to someone sometimes took an hour on hold! Installation time was over a month! Avoid.
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2015-04-10
- Comments
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TERRIBLE TERRIBLE TERRIBLE.
After great service for 2 years with plusnet I ordered their superfast fibre Broadband, which should have been installed on 3rd April. I was given an appointment between 1 and 6pm, this was confirmed by email. When no one showed I called (waited in the queue for 13 minutes) and was told that the system had automatically cancelled my ordered and that an engineer had never been coming out, and whats more, I had to wait 2 weeks for another appointment.
So, here we are at my second appointment, another day off work, and again, I am waiting for an engineer to arrive. This time I have had an email from Plusnet telling me that its all done and my service is up and working, but the engineer still hasn't been, I have called and they think they engineer has done the outside work but not bothered to come in to fit the rest and they will just book an appointment for him to 'pop over'. WRONG. No, you wont. No more time off work. I asked for a manger to call me back, and yes........ I am still waiting. Very sad as I have sung their praises to everyone saying what a good service. Sorry Plusnet, you have just lost a very loyal customer.
- Location
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- Location
- South Leicestershire
- Reviewing
- Plusnet
- Date
- 2019-08-12
- Comments
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Speed is terrible, I recently signed up for the upgraded they offered but the speed just gradually got slower not faster.
Trying to contact Plusnet is near impossible, you cannot email them, only option is online Chat or phone, for online Chat there is never anyone available at a convenient time and on the Phone you queue for hours.
- Location
-
- Location
- WILTS
- Reviewing
- Plusnet
- Date
- 2015-02-11
- Comments
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After being an uneventful 5yr + Plusnet ADSL customer I decided to stick with them for fibre upgrade.
In short it seems an 'automated order system failure' meant nothing happened to trigger my order despite me getting emails telling me when I needed to stay at home for the engineer to arrive.
A long wait for telephone customer service and they COULD NOT CARE (I felt like non of my previous years of custom mattered) and they did not even offer any sort of fix than I was to ring up plusnet sales.
I decided to move away.
In moving away I found much better offers as a new customer.
They have grown too big now and become chaotic.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2020-09-23
- Comments
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STAY AWAY! Dreadful customer service, I set up PlusNet for my 84 year old father, it was only supposed to be £22.99 per month but they took nearly fifty pounds out of his account. They appear to have taken over his pay as you go mobile and are charging for that when his mobile number was never included in what I set up. When I contacted their customer services I got a woman with a foreign accent which was so strong I couldn't understand her but she refused to discuss the account with me because I wasn't the account holder (even though I'd set up the account and my father wouldn't know any of the details if they'd spoken to him directly). I asked to speak to someone in charge and she refused to transfer me, she talked over the top of me constantly and ultimately refused to deal with me even when I'd explained the situation. DREADFUL....ABSOLUTELY DREADFUL!
- Location
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- Location
- Chesterfield
- Reviewing
- Plusnet
- Date
- 2019-04-10
- Comments
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We moved a month ago, and took plusnet with us. Since then, there is always an issue after another one. Everytime, we're told to wait 2 working days... And then there is again an issue, so need to wait again... It's been a month, we still don't have internet, and they ask us to pay the bill...
- Location
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- Location
- MARYPORT
- Reviewing
- Plusnet
- Date
- 2019-10-16
- Comments
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Shocking service not recovering bills for over 3 month after upgrade then demanding over £100 that day. This has happend twice then they just randomly closed. Y account without notice will definitely not be recommending or consider using again. Avoid
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2020-06-11
- Comments
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Internet speed hasn't been great recently, but I'm on the cheapest package. So I decided to upgrade to fibre last week and they said it would change over yesterday.
I ring them up today to find out why I'm not getting improved speeds, and it turns out that not only is it now scheduled for next week (no notification from them that they'd changed this), but they hadn't actually put in the order for my new router that I'd paid for either...
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2015-10-05
- Comments
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When I joined Plusnet, only ADSL2+ was available where I live so I had an up to 15mbps broadband speed. The property was newly built so the line had to be installed by BT before I could start. I have no phone and no intention to ever get one so having to pay for a line rental was a sting, but I know that's standard for ADSL.
When I ordered broadband I was charged then asked to book a date for installation. The earliest date available was almost a month away. Ouch.
Soon after this, I started receiving parts of text messages trying to tell me there was a problem and asking me to text them back. I tried texting back but the phone number they sent the message from wasn't a valid number for me to text. The company also tried calling me a few times, despite me telling them I was disabled in a way that makes me unable to take phone calls.
I finally managed to get online at a local pub to see the emails they'd sent me. They told me I'd given them the wrong address and the installation date I had booked was never actually booked. I hadn't given them the wrong address; all the info I gave them at the start was correct. I told them it was the right address and they tried again.
It got to a week after the date I had originally booked before a BT engineer came, who was very nice. A few days later they turned on the phone line and started charging me the line rental, even though I had never asked for it and it was useless to me without ADSL.
Weeks passed before they told me the ADSL was turned on, as apparently there was a problem with my account. It took a formal complaint to PlusNet and Citizens Advice to get them to fix the problem. Before the formal complaint, Plusnet had ignored several emails I had sent for two weeks. Even after this, I never received a reply. I expect they ignored me so they wouldn't have to reimburse me for the copious amounts of money I had to spend on BT FON to get online to keep moaning at them.
After they told me the broadband was ready and working, I struggled with setting up the router as it couldn't connect. It's been some time since they sent me this message, and I'm still without internet, and they've still not responded to my official complaint, request for technical help, or request for reimbursement. I will be getting reimbursed, and I will be taking this to higher authorities.
I am now down around £100, lost my job, had to restart medication for depression that I managed to come off, lost a lot of sleep, shed many tears and suffered panic attacks due to their terrible service, complete ignorance, and exploitative and malicious conduct.
Obviously I don't recommend Plusnet. I have never in my life been more abused by a company.
- Location
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- Location
- East Yorkshire
- Reviewing
- Plusnet
- Date
- 2017-10-27
- Comments
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Have been with Plusnet for about 5 years and broadband / phones etc have been OK. However, when something went wrong and there was a fault on our line it took 25 minutes of hanging on listening to inane music before someone finally appeared to answer my call. I was then transferred and had to wait another 30 minutes before I finally spoke to someone. Despite having a call centre in Sheffield, it may have well as been in India because I could hardly understand a word that was being said to me! I was then told I would have to wait - without phone line and only intermittent internet for 5 days before an engineer could attend. Interestingly, the operator told me that they had had a lot of complaints about poor customer service, recently - and I'm not surprised based on my experience. For a company that shouts from the rooftops about its excellent customer service, all I can say that Plusnet is probably one of the worst companies I have ever dealt with in terms of just ease of contacting someone, let alone what they actually do to resolve a problem. All in all - I am totally dissatisfied and will definitely be changing my provider once this issue is resolved.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2020-09-19
- Comments
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Due to a technical glitch, I was double charged and have spent the past several months trying to get a refund. One would be agreed in a phone call only for a different answer to be given on the question open for my account by someone else who I had not spoken to previously. My issue keeps being bounced about between different people so I need to re-explain myself each time.
In addition the broadband would sometimes just drop out for no reason.
- Location
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- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2019-10-21
- Comments
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I'm now into my 6th year with Plusnet and am now running out of patience with them. Renewing is always a big hassle. Every year they mess up my renewal. I have to negotiate to get a decent deal and then they get some part of it wrong, overcharge me, and I have to wait months for them to rectify their mistakes. They did the same this year and after I thought the first error had been sorted I now find that they have not included mobile call in my package as I have been charged for these calls. The emails they send are as clear as mud and there are invariably long delays if you phone.
Next renewal I am DEFINITELY shopping around!!
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2019-12-14
- Comments
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Been with plusnet since August,had the tv didn’t work properly after me messing about trying to fix it they sent a service guy.you have to much signal strength,didn’t know you could have that .he fitted 2 attenuators and was gone in a flash didn’t sign any paper work.but the picture still kept braking up,so I told them to take off the service cost me £65 for his call out plus £27 early termination.after 23 years with cable tel/ virgin this companies service is cheap and there’s a reason that,be very careful in moving to them.
- Location
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- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2024-04-11
- Comments
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I'm not happy with the service and fixing issues...I've been with this company for 2 years but whenever I really need Internet there was a problem and takes days to fix..
- Location
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- 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
- Addlestone, Surrey.
- Reviewing
- Plusnet
- Date
- 2020-06-07
- Comments
-
We were with Plusnet for 7/8 years.. I chose them because of the award winning customer service which was awful.
Soon after joining we had an intermittent problem. It was then I found Plusnet were poor in delivery, service and resolution.
Loads of 60 min cs calls Waiting and In 7 years it was never resolved until I paid for it.
Useless. Less than poor.
Whenever I spoke to someone I was told it was my end. They sent charts, suggested changing hub channels (after I had told them twice I had already done it),
So I listened to them and bought a nighthawk router. £165 to fix the one thing that could be wrong. No change.
I gave up for a couple of years and then during Covid I picked up the mental fortitude again. This time I got someone that really tried to help but, now, after 4 circuitous email I paid for an engineer to come and fix it. He changed the lead from the sub box (which is 20 feet from the house) termination box and cable. And it works a treat.
Plusnet are poor in spirit and delivery. I’m so glad we left
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2020-08-13
- Comments
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Good luck if you have technical issues with your broadband as tech support are clueless. On several occasions I've been given what turned out to be completely duff info and ended up having to resolve this myself. Plusnet had decent customer services years ago but have gone steadily downhill. Time to move on.
- Location
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- Location
- Maidstone, Kent
- Reviewing
- Plusnet
- Date
- 2019-11-11
- Comments
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No complaints about BB, but customer service is appalling. Just been cut off twice, hanging on for over half an hour, and still not spoken to anyone about my contract. Even if you want to complain, you have to call--and they don't answer the phone!!Been promised a call back, but I won't hold my breath. That's an hour of my life I won't get back.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2015-12-21
- Comments
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I had poor connectivity and a droppy connection they either couldn't or wouldn't fix. Their customer team is decent, though they give out passwords far too easily (and can see them in the clear...) and in general seem amateur. Wouldn't use again.
- Location
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- Location
- North Lincolnshire
- Reviewing
- Plusnet
- Date
- 2021-05-11
- Comments
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After being a Plusnet customer for a good number of years, I had to take the decision to change providers. Speeds kept dropping and with teenagers in the house this was a cause of great distress. Games took hours to download, phones kept dropping wifi and tv streaming was nearly impossible. This was a huge disappointment from the great service we had in the early days with plusnet. Plusnet did change the router which made slight difference but not enough to make us stay, unfortunately.
- Location
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- Location
- North Lincolnshire
- Reviewing
- Plusnet
- Date
- 2016-11-16
- Comments
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I have been a customer since 2009 and the quality of the broadband especially webmail has deteriorated. I have mostly encountered civil customer service after waiting ages for them to answer. Broadband drops out and have to reset my router. The email system regularly fails to load emails, and the server messages error. I often have to close system down and reload again. I note this has been happening for more than 6 months with little improvement. tis impossible to send more than one photo with a message. Overall a shamble! To add insult to injury they increased the charges a few months ago! I am looking for alternatives, and cannot wait to leave PlusNet.
- Location
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- Location
- Tyne and wear
- Reviewing
- Plusnet
- Date
- 2018-05-17
- Comments
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supposed to be best for customer service, well I would hate to see the worst.I called three weeks ago to report a line fault, no phone line and intermittent internet.firstly finding a phone number to report the fault wasn't easy.Then it took 30 minutes to get through.The guy carried out a line test and said there was no fault and it must be my equipment have I tried a hardwired phone.No I hadn't so end of call as I would not agree to the charge.Being a very busy person I eventually went out and bought a hard wired phone.Guess what no phone line.I rang back and they said no fault on line but their obvs is.48 hours later openreach came out and said my phone line was kaput.It was 97mtrs from my house and he could see the fault on the test.He also said the line must have been faulty for ages as it had been nicked in the manhole.Thanks for nothing Plusnet.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2019-10-16
- Comments
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Shocking broadband slow after 12 month contract total RIP off never ever will I use this useless company again
- Location
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- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-03-27
- Comments
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I have had intermittent broadband service and poor phone reception for weeks. I have had three engineers round who cannot resolve the issue. All Plusnet do is to try and deflect the blame to Openreach. If Plusnet run their service using Openreach, then it is Plusnets responsibility to coordinate Openreach resources to fix the problem. Poor service.
- Location
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- Location
- Alloa
- Reviewing
- Plusnet
- Date
- 2017-04-05
- Comments
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Connection seems to be stable and speed as advertised but the WiFi is abysmal, I have never experienced such a poor service in my home before.
The solution was purchasing a new router (3rd party not plusnet) and the change was instant and excellent. I now have the same speed on my WiFi as on my Broadband.
This speaks volumes to the issues with the Plusnet One Hub which performed so badly.
Can't even say Customer Service was any help
- Location
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- Location
- Over Wallop
- Reviewing
- Plusnet
- Date
- 2020-07-22
- Comments
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Awful. Poor speed reported. Open Reach visited and did a few things. Now getting somewhere around 35mbps. Guarantee is 49!! Tried calling support, told lines busy call tomorrow. Tried online chat, not working. Finally after couple of days got through by phone. Asked to take socket apart and remove filter. When I explained Open Reach had visited and there was no point they explained I had to agree to a £65 charge. I said I would if the engineer explained what was wrong. Apart from poor speed line drops regularly. I am only 100 m from Fibre station. Don't believe the TV ad.
- Location
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- Location
- Camberley
- Reviewing
- Plusnet
- Date
- 2013-11-10
- Comments
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Speed was OK but when terminating contract, account was closed so couldn't access any invoicing details then got threatened with debt management agency because of unpaid monies. Disgusting !!!!!
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2018-02-04
- Comments
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Although Plus Net is part of BT they cant supply me with Fiber. They blame BT - BT blame Open Reach. No Virgin Cable here - So BT has a Monopoly!!! Supplied router - poor wifi range.
- Location
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- Location
- S. Wawickshire
- Reviewing
- Plusnet
- Date
- 2019-11-15
- Comments
-
It must be getting close to 2 years that I have been unble to access my bills on line via my prefered browser, Firefox. In the last 6 months I have been able to view them as long as I change browser!! I have raised the issue countless times just to be fobed off with 'we are working on it'. Really, for 2 years!
Also, evey evening my braodband stutters and freezes, I can only imagine this is due to high demand. However, this too has been going on for a VERY long time...surely they know how much demand will spike and at what times,...can't they plan for it!?!
I am about to change suppliers, and HALF MY BILLS in the process.
Plusnet get your act together, you have steadily increased your prices but the service levels haven't improved in line with that. I'm off.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2015-05-14
- Comments
-
We had to wait a month to get connected with plusnet, problem after problem! The customer service was terrible and one month after saying that I wanted to raise a complaint and I expected a call back from a manager I am still waiting, I will Deffinately cancel by the end of the month!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-07-13
- Comments
-
Appalling customer service. Lot's of hidden fees. The price seems to go up every so often without your permission and new customers always get a better deal than existing ones. They clearly only care about making every last penny and have no concern for their customers! Awful! Do not use Plusnet
- Location
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- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-02-27
- Comments
-
Appalling customer service and attitude. I signed up with PlusNet when I moved into a new house in a rural location so cable was not an option. From the outset I found their service poor:
- lost a days holiday due installation appointment not kept; was told it was an automated 'service' and I didn't need to be in.
- very little in way of apology for wasting my time, poor attitude form person I finally managed to speak to. Offered £5 (!?) compensation for the inconvenience
- impossible to get hold of customer services; put on hold for mins only for the call the be cut off, no matter which number I called
- no option to contact them via email (really? in 2020??)
- in order to cancel my contract I had to write to them by recorded delivery, the cost of which I had to bear
- when asked why I was leaving I told them partly due to terrible customer service and was met with a dismissive attitude and only to be told 'its all very well you say we need to employ more staff but its takes 6 months to train them'
- when advised I was moving to a faster internet provider and that sometimes had buffering streaming to my smart TV was told that it wasn't possible to use a smart TV, even though I had been using one with their service for 3 years! Again tone of member of staff was rude and dismissive and treated me like I was a bit stupid. They don't listen
- finally to top it off, I cancelled my direct debit when terminating my contract, which I advised them of. I have today received notification that they haven't been able to take payment of £4.52 for the settlement of my account and if no payment made within 14 days they will refer to a debt collection agency!!??
AVOID, TAKE YOUR BUSINESS ELSESWHERE
- Location
-
- Location
- Kingston upon Thames
- Reviewing
- Plusnet
- Date
- 2020-09-01
- Comments
-
I rarely add negative reviews but I felt compelled having received such poor quality broadband service from Plusnet.
Speed: Disregard speed guarantee. It’s a flat out lie. I measured the speed frequently and instead of “guaranteed” 35mbps I received 5-15mbps down (the upload speed was usually correct).
Customer Service: Their so called “excellent customer service” is a farce. To give you an example, when I called to cancel my services with Plusnet, my internet stopped working 13 days before the cancellation date. When I called to plea to have it restored, I was told in a very polite way that this would take 10 days.
Price: You don’t have to look far to find 50mbps service for about £30/month. Plusnet charged me £35/month for a very unpredictable and unreliable DSL service.
Please do your research before you sign a long contract with Plusnet.
- 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.