3,751 Customer Reviews over 94 pages
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2015-06-28
- Comments
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Please do not use Plusnet for you internet service provider they are a disaster. All the reviews on their website are a fake. My connection has been dropping a million times in a day need to reset the modem several times and when you call them to fix it you have to wait on the phone for 45 minutes. Even after waiting they promise to call you back and never do and no one wants to take ownership. When I called them about the internet they were insisting on using an engineer and charging me £50 I had just changed broadband a day later from TalkTAlk and everything was fine. PLEASE PLEASE DO NOT BUY BROADBAND
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-04-29
- Comments
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Been with Plusnet for a year & i had constant connection problems. Eventually after 2 months of phone calls & emails the connection dropouts were few & far between.The worst Wi-Fi signal i have had with any broadband companies routers.I have just switched to Virgin media Fibre & was charged £50 for discontinuing my phone line(blamed BT for this).
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-05-06
- Comments
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Absolute joke of a company, they pride themselves on excellent service, absolutely useless and incompetent.
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-04-18
- Comments
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I joined plusnet due to them being cheap and affordable and was hoping for nothing amazing but at least some kind of internet, instead i got a house phone that doesnt work and internet that cuts out on a daily basis. I contacted plus net and to be fair they did improve the reliability of the broadband slightly but the underlying problem of a dropping commection persisted. I have been with plus net for over 8 months and have not resolved this issue and for that reason i have moved to virgin. You get what you pay for. Plusnet is cheap because it is rubbish avoid them at all costs!
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2021-11-05
- Comments
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Please avoid at all costs. Terrible and inconsistent broadband, and customer service that never helped or cared. I've counted down the days on the 18 month contract and I'm so happy I'm now able to change provider.
They even messed up my installation and left me without broadband for a week. But customer services sent me a 50p bill credit, and did nothing else.
Very very very bad.
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2017-11-16
- Comments
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pure customer service. the price is increasing every 2 months. Big exit fee amount.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-07-17
- Comments
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Worst experience ever. I would not recommend this company to my worst enemy! Ordered broadband but have cancelled the order as there was no movement on the order for 17 days! Trying to contact their provisioning team is impossible, you can't chat only phone - tried to call on three occasions but gave up after 40 odd minutes each time, these calls were made at different times of the day. The customer service team has no interest when you contact them just kept referring me to provisioning team, aaah! When I said I wanted to cancel the order this was done straight away, no effort made to sort the problem, has Plusnet taken on more than it can chew? Now all I am waiting for is my refund, of course this could take up to 5 working days unlike when I placed the order the money was taken immediately. "We'll do you proud", in my case Plusnet failed absmaly. Thanks for letting me rant :)
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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Customer service is diabolical. It's easier to get blood out of a stone than to get to talk to someone who can help with any issues. It's like if you have any problems, you are on your own. The 'instant online chat' where the say they will be with you shortly, I was put in a queue of 13. An hour later, still no contact, so I refreshed the chat. Then I was in a queue of 21. When I had no broadband for nearly a whole day on seperate occasions, they wernt apologetic, I still had to pay full whack for a service I wasnt getting, and when I cancelled my DD, i ended paying more
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-09-22
- Comments
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DO NOT SIGN UP WITH PLUSNET!!! If o could make it bold and bigger text I would. They worried ok and then couldn't provide me with a service at all. When I cancelled they attempted to charge me a cancellation fee for a service they can't provide! They are now try to chase me through debt collection agency. Customer services not interested. Don't make the same mistake- you have been warned!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2014-12-16
- Comments
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I renewed my contract with Plusnet which included a £75.00 bonus. Due to confusion on my part I did not claim the bonus. Contacted Plusnet to claim bonus. They refused to give it to me claiming that the "offer" had expired 2 days ago. Another advisor falsely claimed that it was "a one day only offer". This was NOT an "offer". The bonus formed part of the contract. I sent an email to the CEO. This email was ignored. After writing a critical review online I was told that they would be contacting me. No-one has been in touch. This service is abysmal. Avoid them like the plague as they simply don't care about their customers.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2020-04-17
- Comments
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When changing to fibre broadband Plusnet messed up my connection and left me without any internet for nearly a month. They did not listen to what the engineers were telling them and so I had to finally cancel my service. They promised me a refund of the line rental I had paid up front then reneged on this. They promised me compensation for the lack of service and additional costs I incurred as a result of having no broadband and also reneged on that. It doesn’t appear to me that they can be trusted at all.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2017-02-26
- Comments
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Do not chose this company. Worst company I have ever dealt with fullstop. worst provider and the worst thing is the customer service! When they actually answer, Horrendous! Rude, unhelpful, actually argumentative! Seriously!? Not getting the speeds im paying for took weeks of problems before actuslly started working. Payed to cancel even then arguing with me. Unbelievably terrible company utter garbage. Save yourselves time and trouble never give them your money. Customer service not worth 1 star
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2020-05-29
- Comments
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I've now been 2 days without broadband since they took over my line, without delivery my router in time.
I'm having to have unpaid days off work as a result, and they just don't care. 'nothing we can do sir...' And they mention it in the router despatch email 'it'll take 3 to 5 days to arrive... We aren't liable for it being late etc etc etc'
In that case, don't dispatch it on a Wednesday and take over my line on a Thursday, you idiots.
Getting the router to me within 4 weeks was too difficult for them. How very embarrassing.
The problem is if I cancel, I'll have to raise a new order with someone else and be without even longer.
Avoid at all costs.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-03-09
- Comments
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Worst customer service ever!!! They don't even deserve 1 star. Very rude. They changed the terms and conditions without my knowledge. Also refused to give me the ombudsmens number. Lies lies lies. Missold me a package and now every i called to get the ombudsmens number they put me on exessive hold and then cut me off!!
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-09-29
- Comments
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HORRIBLE IS UNDERSTATEMENT..Poor internet connection, poor customer service, they speak to you not even showing like they hear or understand your frustration, you go off the phone not sure of what to except or what action they are going to take. I was just waiting to come to an end of my contract so I can leave them and I was told I have to pay a CEASE FEE of £30, yet I have come to the end of my contract..the cease fee is even more expensive than my contract. and why should I pay them for leaving.. What a JOKE..its not like I am cancelling my contract half way, I have actually come to the end, paid my final bill and am told need to pay another £30 for leaving them. ABSOLUTELY WORSE PROVIDERS
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2018-10-28
- Comments
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I had plusnet for two years , the broadband speed and reliability was so so, but I stayed due to price and their much heralded customer service. I came to the end of my deal and decided to leave. Tis is when I saw another side to the company. I explicitly told them I would be leaving, they received notification that I was leaving by new provider, have still sent me a bill for a service I no longer receive from them. I have had numerous calls to say this has been corrected but still getting emails trying to recover the bill, they said would be cancelled back on the 12th October and they in fact owe me money has I cancelled the service and I had paid in advance for the following month (that is how they charge). When I have been dealing with their customer service I have found them to be rude and misleading. Not wanting to hear what my difficulties are but just going numerous times thru data identity protocols first. Then I am still in a position of again having to resolve the billing issue but when I call no matter what time of day they are dealing with a high volume of calls and the wait time is going to be anywhere between 15 to 30 minutes
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2020-05-05
- Comments
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Absolute rubbish
The router looks like a cheap imitation
Reminds of of the cheapest toys I get
When I open a cracker at x mas
Poorly made cheap cheap cheap
The old saying goes you buy cheap you buy twice
Stick with the big companies that know what there doing
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2017-09-14
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2022-11-12
- Comments
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Oh gosh,been with Plusnet for years upgraded to fttc broadband but it's sooo up and down and of late it's showing speeds which are around adsl range ???
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2017-02-13
- Comments
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Don't touch this company. Rearranged my connection date with telling me. Only found out when they emailed the day before the date I had arranged. Spent over an hour on hold being passed from department to department in customer service. Staff rude and unhelpful have cancelled contact before they even have me as customer.
- Location
-
- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-03-05
- Comments
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I've just decided to leave Plusnet after a month of disruption to my phone and broadband service that Plusnet seems incapable of fixing. I was previously receiving a download speed in the 20 Mbps range. This has dropped to no more than 1.5 Mbps and has remained that way for almost the entirety of February. Web browsing is painfully slow, while streaming and gaming are impossible. I've had the usual problems with long waiting times on phone calls to customer support as well as difficulty connecting to there online chat support service, which only seems to be available intermittently. But the main thing that has driven me to switch is that after one whole month of not resolving my broadband issue, they have now decided to ignore me in the hope that the problem will just disappear. Which of course it will because I'm switching to Virgin.
I can't say all bad things about Plusnet. When the service was working it was generally reasonable. Not spectacular, but reasonable for the price. However, considering that Plusnet is owned by BT you would think they would be on the ball with repairs to external faults, but no. They spend far to much time stalling and trying to convince you that it's an internal problem with your router equipment or wiring. They even insisted on sending me a new router because their remote tests were showing a high resistance fault in the equipment. I swapped the old router out and, surprise surprise, no difference in broadband speed. This was the point that they just kind of gave up trying to do anything about it.
A special note on BT Openreach engineers:
It really is hit and miss with these guys. Plusnet sent me one that tried to tell me all the problems with our phone and broadband connection were down to a "short circuit" in a upstairs handset that we keep in the bedroom. Bare in mind that I was having a crossed lines issue at the time and you could literally hear other peoples conversations when I picked up the phone. The guy unplugged the handset and asked me to go look at it. So like a mug I did. Didn't move it, didn't disconnect any wires, nothing. After coming back down stairs he tells me I've fixed the problem and I can plug the handset back in. He went away with a big satisfied smile on his face at a job well done, while I on the other hand had to report the same fault again just two days later. This time the engineer didn't even need to come to the house. He went to the road side box and fixed the crossed line issue, but the broadband problems persisted. You hear stories about these guys stringing out a job or just swapping problems between customers because they can't fix or don't know how to fix the issue. Be aware!
- Location
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- Location
- Bishops stortford
- Reviewing
- Plusnet
- Date
- 2020-08-12
- Comments
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Waited all morning had a 8-1 slot to be installed no phone call or text and no one has turned up
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2022-03-09
- Comments
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Having switched fro Smarty on THREE because they could not cover the area on the Fylde where I stay I moved on Sunday to Plus Net as they use EE. Bad mistake. I was advised by e mail that the account would be set up today but I am now advised by Josh who tells me he is a senior manager that the operations team are still working on the set up but the porting will NOT take place today.
Nobody on customer services was prepared to contact their own operations team where the said where the issue was.
Very very poor service after paying £10.00 for a SIM card as well as setting up a direct debit.
Will the account be set up and my number ported? Who knows. Meanwhile I cannot make or receive calls
- Location
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- Location
- BLACKBURN
- Reviewing
- Plusnet
- Date
- 2017-09-03
- Comments
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Shockingly poor broadband, I cannot even reach 1 meg. Have written to complain but never received a reply. I am disabled and permanently confined to a wheelchair. The internet keeps me informed of everything that is going on in the world. Very disapointed!! They have certainly not
"done me proud"
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2016-08-05
- Comments
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Just signed up with plus net and extremely disappointed with service. speed is next to none. customer service is poor, taking 15-20 min to answer and then not understanding problem and not offering solution. i have wasted all my day chasing things up and now they are asking me to do certain tricks with router. Annoyingly , they also asked me to connect directly to router if i want to get better speed. In this day and age, who would sit next to router ( which is wireless for a reason) to get proper speed!
please avoid plus net at all cost.
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2018-08-16
- Comments
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This was supposed to be the most seamless of a house move transfer. Same exchange (feniscowles), same telephone number - what on earth could go wrong ?!?!? Placed the order on 22 July 2018 and still waiting to be connected (16 August 2018). Missed deadlines, loads of apologies and yes, they do seem to be trained in how to say sorry in a few different ways. What a fool I was to stay with them. Should've read the reviews. Avoid at all costs. Plusnet seem to be at the lowest rung in the openreach ladder. Will call them AGAIN on Saturday (18 August 2018) to check the progress on my order but will attempt to leave this silly and v unprofessional outfit. On a par with talk talk. In fact, sounds like both companies swap staff on a weekly basis
- Location
-
- Location
- blackburn
- Reviewing
- Plusnet
- Date
- 2017-04-28
- Comments
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just had plusnet installed today and the phone line already has a fault (after 1 hour) told I will have to wait till next week before it can be fixed why have I paid £59.95 to have a dodgy phone line installed I DON'T THINK SO
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2015-04-18
- Comments
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Plusnet the worst 4 customer service's longest ever waiting times and above all they tell u a pack of lie's just 2 fobe u off wud not recomend them 2 anyone how the hell this company won an award frm which is beyond me customer service's and the tech teams are a total waste of time none of them knw there jobs and i mean that with hand on heart...please dnt make the same mistake as i did keep well away frm this company.
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2017-03-10
- Comments
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Nearly three weeks without email after plusnet stopped the account for no reason. They can't get it working again. Customer service is non-existent. Will be leaving them as soon as possible.
- Location
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- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2021-08-26
- Comments
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very poor service, slow, and unreliable, Customer Service is None existent,
- Location
-
- Location
- Blackburn
- Reviewing
- Plusnet
- Date
- 2017-12-17
- Comments
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What a nightmare, have been connected to plusnet about 10 days moved to them from SKY because I was so impressed with their mobile service. Since day one if I connect downstairs no internet upstairs and vice versa, have tried everything everything they recommend for improving connectivity, I have just spent an hour on the phone, the girl I spoke to was very nice and had me unscrewing soccets while she did various tests then concluded there was a problem and she would arrange an engineer but I had to agree that there might be a £65 charge and if so I would pay it. I wasn’t happy with that as had no problem with sky they only began the day I connected to PLUSNET and said I wanted to end my contract so she put me through to accounts and the rudest male you could encounter who informed me that although Had only been connected 10 days my contract started on the day I ordered and I was out of my 14 days change your mind time so would have to pay over £100 to end contract. I asked to be put back to technical support but after another long wait I gave up. Feel like crying with frustration 2 hours of my day wasted nothing resolved unless I commit to paying out more money. Plusnet mobile big thumbs up. Plusnet broadband nightmare
- Location
-
- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2018-02-25
- Comments
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Terrible company. Awful mps well below what i was sold and had two modems and have had by line "turned up" from there end and unrestricted! Went back down again a few weeks later. Engineer cost £144. Poor customer service, poor service all round! Check out there trust pilot reviews for a more accurate picture of this company.
- Location
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- Location
- blackpool
- Reviewing
- Plusnet
- Date
- 2016-09-03
- Comments
-
Worst internet we have ever had. No connection to bedrooms what so ever. Gutted we have to stay with them for length of contract
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2018-02-07
- Comments
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Awful. Waiting times on the phone go into the hours, service advertised is not provided and complaints are ignored so you cannot cancel. I've been getting little service and awful customer service for 4 months. It's a scam. Dead lock letter is the only way forward. Avoid at all costs
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2018-07-09
- Comments
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First class moved from Sky only £23.99 pm and £50 reward free
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2017-12-09
- Comments
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After 4 weeks of failed attempts to switch my fibre BB taking about 9 hours of my time I've given up ! Clueless staff telling me it was my current ISP at fault for the failed switch. I finally got an honest answer on my 5th call to them after 3 weeks. It was Plusnets fault as they hadn't coordinated their suppliers leading to the failure. No one kept me informed of refunded my set up fee despite them cancelling my order. Finally they offered to resolve the matter by giving me ADSL instead of fibre !.....no ta ! Utter shocking lying and/or clueless customer service. AVOID !
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2019-03-17
- Comments
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No broadband. Ordered broadband from plusnet. Sky has disconnected me and guess what, plusnet have failed to connect the service. Phoned customer services and apparently there's nothing they can do! Truly shocking lack of customer care. Wish I'd stayed with Sky.
- Location
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- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2015-12-11
- Comments
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spent all week trying to get my phone and internet connected but no joy,spent at least 7 hours trying to get through still no joy,what do they say we do you proud what a load of rubbish,will be cancaling so they can whistle for there cancaltion cost.
- Location
-
- Location
- Blackpool
- Reviewing
- Plusnet
- Date
- 2018-07-23
- Comments
-
Worst provider by far! Never works, looking for a new provider. Stay away!
- Location
-
- Location
- blackpool
- Reviewing
- Plusnet
- Date
- 2022-09-21
- Comments
-
been with them for a while now but the download speeds im paying for £36 is terrible never above 30mbs and thats very infrequent usually around 20mbs my tv seizes around a couple of times a week downloads go lower than 10mbs just a joke changing supplier hoping for the best
- 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.