3,751 Customer Reviews over 94 pages
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- Location
- Elgin
- Reviewing
- Plusnet
- Date
- 2016-07-16
- Comments
-
When I first joined 2 years ago my house received a relatively good speed and connectivity for about the first 8 months or so. Then things gradually went downhill with more regular disconnects and slower speeds, down to 2 meg or less, not even enough for Netflix etc. This year has seen things get even worse, culminating in my getting home on the 15th June to find I had barely any connection at all, not even enough to load webpages properly. Since contacting them I have been passed from one "Analyst" to another over a matter of weeks, tried every single suggestion proposed (with many days between responses) and was then accused of having a faulty setup on my property so it was my problem. Finally upon calling the tech team again a different staff member indeed found that it is a line fault and would call me the next day with the outcome. Surprise surprise no phone call and no contact. My home has now been without broadband service for a MONTH while they are still twiddling their thumbs and keeping me completely uninformed (while happily taking my money).
So to sum up, they may have been decent a while ago, but now I'd have to advise anyone considering them to STAY AWAY from this outfit. You have been warned!
- Location
-
- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2023-01-04
- Comments
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I spent 3 months dealing with these clowns after ordering bb. 6+ missed appointments, multiple hour long phone calls and still no bb. I cancelled the order after they failed to show up again with no reason given. Avoid the scammers over at scamnet
- Location
-
- Location
- Exmouth
- Reviewing
- Plusnet
- Date
- 2015-08-02
- Comments
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AVOID, AVOID, AVOID. A sub-division of BT and a truly appalling company. They were recommended by Which, so I took out broadband and phone package with them. Outrageously high rates for international calls – £43 plus VAT for an hour long off-peak phone call to France. Staggering. Customer service rude and offhand when I phoned to complain about disproportionate charge; tried to complain online and it is so fully automated you just reach a dead end; then they send you a customer satisfaction email asking how well they handled your complaint. About to lodge a complaint with Ofcom and also write to Which who really should not be recommending them. In addition, the broadband is extremely slow a lot of the time – slower than old style dial-up.
- Location
-
- Location
- Wolverhampton
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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AWFUL! customer service they will put you on phone for 1 hour to hold then asking u same questions again! Disgusting
- Location
-
- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2016-08-09
- Comments
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I have a problem with my internet connection. Have been trying for DAYS to contact PlusNet. Massive wait on phone line, on line Chat not working, Customer Forum ignored! I cannot even get in touch to cease my account!! They have gone to the dogs since being taken over by BT. Absolute rubbish!!!
- Location
-
- Location
- Woking
- Reviewing
- Plusnet
- Date
- 2020-03-25
- Comments
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Took my payment, setup a direct debit, no communication whatsoever that they wouldn't be sending an engineer "until further notice". 30 mins currently and still waiting on their lines to cancel. Cash grabbing ********.
- Location
-
- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2015-03-14
- Comments
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Customer service is awful,I ordered weeks ago but theres been problems all the way. No one can tell me whats happening when I contact them but they always tell me someone will contact me, so far I have never had anyone contact me at all! I have no idea when my internet is actually going to be installed!
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2015-04-04
- Comments
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I have been with plus net for over a year and I was very happy with the service until I moved house!!
It has now taken almost 3 weeks to get my fibre broadband set up due to an error made by the employee who ordered my fibre not organising an engineer. I say 3 weeks but as yet I still have no internet!! I contacted customer services and complained. My complaint took several days to be acknowledge. I was contacted by plusnet who apologised for what was happening. I was told an engineer would be around sooner but infact it's actually now 3 days later than originally stated. To say I'm not happy is an understatement as I need internet for work purposes! I will certainly not be staying with plusnet in the future!!
- Location
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- Location
- Craven arms
- Reviewing
- Plusnet
- Date
- 2023-06-28
- Comments
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Very poor customer service. Charged me even after the contract ended and they had said I was going to get a refund because the price was going up
I would not recommend. Even set a debt collection agency on to me for 14£. Be very careful if you want to use them, they are part of BT after all. Not good
- Location
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- Location
- West Lothian
- Reviewing
- Plusnet
- Date
- 2017-05-25
- Comments
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I had a contract with LIFE Mobile. Called and cancelled it. Yet Plusnet took over the Life a little bit later and simply kept my contract alive.
Had a simple sim 30 days rolling contract. No phone.
1. Sim card was deactivated
2. Cancellation was confirmed by phone (I was recording the conversation as they simple couldn't understand the difference between Account and contract).
3. After take over, Plusnet created new account with them without my autorisation (they took over ~2 months after my 30 days cancellation notice ended)
4. They kept increasing the "bill" yet no one was providing the service and I had gave my cancellation like 6 months before
5. Of course keep sending letters.
Case will end up in court due to damaged credit score, illegal "account" creation, refusing the right to cancel according to their contract and the LAW.
BE CAREFUL !!! THEY ARE NOT WORTH OF ANY TRY !!!!
- Location
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- Location
- Newbury RG20 9DX
- Reviewing
- Plusnet
- Date
- 2014-01-20
- Comments
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Awful company. Switched to BT in Sept 2013 and they continued billing me. They owe me £70 but unable to get through on their award winning helpline. Have rung 8 times and waited over an hour in total. Avoid them like the plague.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-08-01
- Comments
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First connection, decided to delay connection by a week without telling me. "We're really sorry about that". Second connection, left me without internet for 2 weeks "because ofcom says they have to", no further explanation. Now want to send an engineer out only when I'm in work to fix my not working internet. Wouldn't recommend to my worst enemy. Without a shadow of a doubt the worst company since the Acme corporation.
- Location
-
- Location
- hampshire
- Reviewing
- Plusnet
- Date
- 2014-11-09
- Comments
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Very poor broadband speeds (<2.6Mbps)
They are owned by BT and offer the same terrible service. They offer a better deal to new customers than existing customers. AVOID THEM, THEY ARE TERRIBLE.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2019-01-06
- Comments
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Bad experience I started. My broadband super very slow and buffer every 5-10 while my kids are watching. Then they cut my phone line with out any reason why. It's been more than a month I can't use the phone service and I'm paying £31 without any service they offer and call waiting time to connect with them is 30-50 mins and still they don't rectify the problem. Bad service
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-11-18
- Comments
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Dreadful - just dreadful.
There's a reason why they're cheap.
Customer service is friendly & helpful until you sign up - and then it's non existent.
Connection has been dreadful (weak and breaks all of the time).
AVOID LIKE THE PLAGUE
- Location
-
- Location
- North Yorkshire
- Reviewing
- Plusnet
- Date
- 2021-06-24
- Comments
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Dreadful, do not go with Plusnet. I've just changed over to BT, and suddenly we have reliable internet that doesn't keep dropping out. They agreed to waive our early contract ending fees but subsequently forwarded the amount onto their debt collector - I'm still trying to sort this out months after! Dreadful service, incompetant.
- Location
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- Location
- NW England
- Reviewing
- Plusnet
- Date
- 2023-01-04
- Comments
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Made an order through Plusnet for my elderly disabled mum. Made an account, got everything in line, entered her bank details with her the lot. They never sent anything through and when I rang them up denied all knowledge of the account we had set up. Complete time wasters.
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2019-01-28
- Comments
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What a shambles - my previous contract expired last year - Plusnet were looking for a 50% increase to renew so I said I would move service. They then said they would reduce my bill again to stay on an 18 month contract so I agreed (big mistake!). Since then they keep trying to bill me for the price they originally wanted. I have to keep phoning them to get then to correct their system. They keep blaming a new computer system and a whole load of apologies, but reassure me they have now corrected their records and this would not happen again. Today I receive four automated emails from them saying that I had an unpaid amount on my account from Dec last year and that they would be terminating my service and changing me a £227 cancellation fee. So I phoned them again and after waiting for someone to answer the phone they agreed this was a terrible mistake with their IT system, very sorry and this would not happen again. Im fed up with having to keep ringing them so said I wanted to talk to a manager about these reoccurring problems. They refused my request. Considering the size of this company and part of BT, they are running it like a bunch of amateurs.
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2016-05-10
- Comments
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Pretty crap. Quite slow. Very long waiting times for pretty much useless customer service. They're all package and very little substance but I don't know if they're much worse than their competitors to be honest.
- Location
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- Location
- Scunthorpe
- Reviewing
- Plusnet
- Date
- 2021-09-25
- Comments
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Appalling service been using it for 1 and a half years, had too many issues that aren’t even countable. Everytime i ring nothing is taken seriously, a new old router is sent out and doesn’t work and all, have the wiring re done, an engineer came out and said they’d given us the wrong router and it never works, no wifi ever, would never recommend this service to absolutely anyone it’s terrible, can’t watch anything on tv because the wifi is never actually working.
- Location
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- Location
- northants
- Reviewing
- Plusnet
- Date
- 2017-03-08
- Comments
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awful customer service, waiting times for phone calls over 30 mins, hidden charges, awful signal, poor coverage,
- Location
-
- Location
- bromsgrove
- Reviewing
- Plusnet
- Date
- 2020-10-13
- Comments
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Got to be the worst company to deal with, after signing up for a new deal, my old provider came back with a deal that was far superior and cheaper than plusnet,As i was within my 14 day cooling off period I cancelled the plusnet deal which was fine, but trying to get my initial deposit back as been a nightmare, trying to call them expect to spend 90 minutes in a queue, emails with promises that the money is being released broken promises, their adverts should be banned for for misleading, they are a shambles
- Location
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- 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
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- Location
- Southend
- Reviewing
- Plusnet
- Date
- 2018-09-21
- Comments
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Was promised the earth, got a handfull of dirt. Bad service, told lies and had to wait for my service, which did not give speed as advertised. Can only say BT / Plusnet are a bunch of cowboys. For goodness sake plusnet is part of BT but one agent I was trying to deal with was denying it, how stupid can they be. PLUSNET IS A BT COMPANY, Yet they regularly blame BT Openreach for problems, their problems, inhouse problems, but deny the responsibility. Unless Plusnet step up to the plate, they will die through BT arrogant lack of service. As I said Plusnet IS BT.
- Location
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- Location
- West Sussex
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Comments
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All the time your service is working Plusnet are great but once I tried to upgrade to FTTP the problems started. I've been waiting for 3 months now and nothing works the Customer Service reps never call back and when calling them expect an hour wait before your call is answered, then follow that up with the standard response that there aren't any managers you can speak to - Plusnet couldn't give a damn once they have you on a contract, my advice is to stay well clear!
- Location
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- Location
- Bognor Regis
- Reviewing
- Plusnet
- Date
- 2016-01-03
- Comments
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Lost connection to broadband just before Christmas and called the support desk - queues of over an hour! Had to get onto 4G on my phone to try to log a call and was told by the support person that I had to check the line so whilst I was doing that on my phone he logged off because I had been gone too long! Had to queue up all over again. Am now changing supplier but have had to ASK plusnet for a rebate on the week that I had no broadband. Absolutely rubbish service and broadband is now so slow it's practically unusable.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2021-05-10
- Comments
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Worst internet, I would not go near them, and when we complained they basically bullied us into dropping our complaint. Thankfully BT were willing to buy us out of the extortionate cancellation charges. Do not go near this company if you rely on your internet for anything.
- Location
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- Location
- Pontypo
- Reviewing
- Plusnet
- Date
- 2021-08-20
- Comments
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Left Talktalk to join these worst mistake of my life no Internet for over a week and all they do is blame openreach. Stay well clear even talktalk was better than these and their service was ****.
- Location
-
- Location
- Plymouth
- Reviewing
- Plusnet
- Date
- 2022-03-07
- Comments
-
STAY AWAY FROM THIS COMPANY!
Firstly, absolutely shocking and awful quality of internet connection. Frequent blackouts of broadband and slow internet speeds. Unable to ever make video calls and even connect a lot of the time. Plusnet refused to acknowledge the drop in service and would even entertain helping us with this.
Even worse is the cancellation fee! Over £75 to cancel due to moving, with no offer to reduce this. Absolutely terrible customer service. No other company has such an extortionate cancellation fee. They are taking advantage of their customers and extorting them when normal life events (moving) happen.
DO NOT enter into a contract with them! STAY AWAY!
- Location
-
- Location
- Leamington spa
- Reviewing
- Plusnet
- Date
- 2015-02-07
- Location
-
- Location
- Ilford
- Reviewing
- Plusnet
- Date
- 2015-08-26
- Location
-
- Location
- Buxton
- Reviewing
- Plusnet
- Date
- 2016-08-29
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2017-03-22
- Location
-
- Location
- County Durham
- Reviewing
- Plusnet
- Date
- 2016-10-20
- Location
-
- Location
- N. Ireland
- Reviewing
- Plusnet
- Date
- 2021-09-16
- Location
-
- Location
- lancs
- Reviewing
- Plusnet
- Date
- 2016-12-08
- Location
-
- Location
- London
- Reviewing
- Plusnet
- Date
- 2020-11-26
- Location
-
- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2018-02-20
- Location
-
- Location
- Cheshire
- Reviewing
- Plusnet
- Date
- 2016-01-03
- Location
-
- Location
- cambridge
- Reviewing
- Plusnet
- Date
- 2016-02-18
- 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.