3,751 Customer Reviews over 94 pages
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2021-06-11
- Comments
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Only been with them for 2 days and already they are increasing my price!
The router they supply is a joke, poor wifi, overheats looks nasty!
The main reason I joined them was for the UK call centre, but honestly the ones abroad are better then these! Very patronising, you can tell they are working from home as they don’t care, each time you call up they honestly can’t be bothered.
Will be going back to Talktalk once my contact ends.
- Location
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- Location
- Stalybridge
- Reviewing
- Plusnet
- Date
- 2021-01-02
- Comments
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I've been with this company for several years. However about 2019 onwards the customer service and reliability has really been awful.
a) Erratic billing and unable to contact them to clear it up.
b) Broadband constantly up and down ever since I switched to their fibre service
I would avoid Plusnet. I'm hoping to leave as soon as the contract finishes.
- Location
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- Location
- Lincoln
- Reviewing
- Plusnet
- Date
- 2019-04-02
- Comments
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One star is too generous. Absolutely the worst company I have ever dealt with, lied to, fobbed off on a daily basis, and still no broadband nearly 2 months later. Poor communication, terrible customer service and support and poor relations between plusnet and openreach resulting in problem after problem.
I have had over 15 promised 'live' dates with a problem occurring at each and every one. It'll be a miracle if I ever receive the service I am paying for at this rate. And to add insult to injury the thieving little crooks will not allow me to leave my contract without an exit fee.
Avoid Plusnet at all costs. Not worth the time or energy.
- Location
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- Location
- Luton
- Reviewing
- Plusnet
- Date
- 2021-11-19
- Comments
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Switched few months back and still regretting, customer service is not helpful.. had switched once before but didn't have current experience.
Broadband drops frequently and they have the worst router from which I don't even get proper signal upstairs. Can't wait for the contract to finish.
- Location
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- Location
- Cotswolds
- Reviewing
- Plusnet
- Date
- 2018-11-29
- Comments
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I decided to go with pilsner as sky were putting up the price
We have a poor connection as we live in a remote area. Sky wanted to charge 40 a month so I decided to go with plusnet
18.99 a month £75 amazon voucher
I signed up on 5/11/18 they took £23 out my sccount
Been chasing them for days to find out why I’m not connected. They said this is due to the system cancelling
When I asked to speak to management they didn’t put me on hold and just started a conversation amongst themselves
In Urdu then they said all day these customers have been complaining
When I asked the manager to listen to the call coincidently the call hadn’t been recorded
Hope the company gets shut down poor customer service they ain’t interested in you just your money avoid
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2017-10-18
- Location
-
- Location
- Petetborough
- Reviewing
- Plusnet
- Date
- 2017-06-14
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-01-16
- Comments
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I cancelled my order because BT couldn't install a line into my building. Plusnet made no effort to resolve this or re-book an engineer. I cancelled the order and am due a refund of almost £70. I have now been waiting over 40 days for the refund. i have had to send them my bank statements to prove they haven't already sent me the refund because they "can't find it on their system." They are impossible to get in touch with on the phone. The only response I get from them is in the public forums. Once you do get a response from their support, the lead times to get a response from the relevant teams is ridiculous. In my case, 10 working days to get a response from the accounts/billings team. I contact them well within working hours and then get a response from them after 6pm saying everyone has gone home.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2016-10-26
- Location
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- Location
- winslow
- Reviewing
- Plusnet
- Date
- 2016-05-24
- Comments
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I cant understand the hate on this review page. Is this a conspiracy?
I've been with them 8 years at 4 addresses and am very happy.
OK customer service takes a bit long to answer nowadays, but have you tried speaking to a human in BT or, God forbid, Talk Talk
I've had a stable connection for weeks not at 70Mb on my fibre in a village.
Realistically, the internet backbone is provided by BT wholesale anyway, so Plusnet/Orange/Talk Talk are just reporting your issues to BT anyway.
Knocking Plusnet because of internet provided by BT is crazy.
Only issues ive had is a botched install by BT of my 3rd plusnet connection.
make no mistakes, thats not Plusnets fault
- Location
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- Location
- Liverpool
- Reviewing
- Plusnet
- Date
- 2023-12-14
- Comments
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Just spoke to customer service in Sheffield, about no broadband. I am not on the list, for security, I explained my mother is 93, just out of hospital district nurse attending, she is unable to hear or speak coherently, all he would say was when can I talk to her, I explain again, when can I speak to her, all I asked is to check the line, nope when can I speak to her, you are not on the list, please just check the line, when can I speak to her, I reply you can't so is this a waste of time. He then hung up. The broadband supplied here is, and has always been terrible and slow, lucky to get 1.5 Meg speed, constantly dropping out, if the landline is used, or called broadband drops, because of my mothers very low need she has said nothing and just got on with it. Think its time to change providers as no speed no stability and no help at all.
- Location
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- Location
- Cardiff
- Reviewing
- Plusnet
- Date
- 2014-12-04
- Comments
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The connection is interrupted
Very busy customers services, did not book the engineer appointment only after a week, so the appointment got delayed until after the new year, so 3 weeks without internet
Dr Ashrf
- Location
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- Location
- glasgow
- Reviewing
- Plusnet
- Date
- 2018-09-08
- Location
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- Location
- bolton
- Reviewing
- Plusnet
- Date
- 2016-03-09
- Comments
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plusnet is the worse broadband i have ever had. I have had so many connetion issues and speed problems. To be honest not really bothered about speed if the internet even worked properly. The customer service is even worse. They cant admit the problem is on their side and keep telling me to restart the router and so on. They try to make excuses their might be inteference. Never had any issues with my previous isp which was talktalk, no inteference there. When I contacted customer service they replied saying thats what you get with a value cheap broadband. Contract finishes in may anyway so cant wait to leave this rubbish isp.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-02-04
- Location
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- 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
- London
- Reviewing
- Plusnet
- Date
- 2017-12-29
- Comments
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Unfortunately, I am having to consider taking a legal action against Plusnet, where I will be asking for the professional conduct of its employees to be investigated. Utterly appalling service, and by reading the reviews on Trustpilop, most definitely the worst provider in the UK.
- Location
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- Location
- Motherwell
- Reviewing
- Plusnet
- Date
- 2022-08-23
- Comments
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Recently left them as broadband wasn't great, never had the speed promised, but to top it all, found out they'd never charged us correctly and ended up owing us at end of term, even with paying an early termination fee! Would not recomment!
- Location
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- Location
- london
- Reviewing
- Plusnet
- Date
- 2015-11-30
- Comments
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I left EE to join plusnet, what a mistake! More down then up, customer service that when you finally get hold of (30-60 minute wait times are just not acceptable) they dont seem to have much interest in helping. Cant wait for contact to be over.
- Location
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- Location
- Romford
- Reviewing
- Plusnet
- Date
- 2017-12-18
- Comments
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Worse customer service. Before you sing up its all good
But after singing up they just not willing to help
Never again
Can't even go to different providers
Will have to pay big fine £170.00
- Location
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- Location
- Gloucestershire
- Reviewing
- Plusnet
- Date
- 2016-04-16
- Comments
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I read reviews about plusnet and their awfule product and service but despite that, because they were alot cheaper than BT (and I understood owned by BT) I changed.
First off they put me on a lower speed than I was paying for and it was only recognised by them when I flagged it up. Then they claimed that they could not put me on the package that they originally said was available (yet BT were able to and BT say that they still can when I return to them).
Overridingly the customer service from Plusnet is appalling - as with the majority of other reviews. The call queue's to get through are very lengthy 20mins, 30 mins not uncommon and very often you are then told that the team you need to speak to are not available and that they cannot pass a message or get them to follow it up, and that the customer needs to call back and wait again to get connected.
I've learnt from my mistake and moving away from Plusnet. Yes, its cheaper but it's cheaper for a reason - useless product and useless customer service.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2017-11-23
- Comments
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This company cut off my 88 year old mother's phone without warning. Her bills were around £30 per month more than when she was with BT. We couldn't get anyone to answer the helpline phone. Avoid at all costs.
- Location
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- Location
- Smit
- Reviewing
- Plusnet
- Date
- 2016-01-25
- Comments
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Terrible customer service. Leave you waiting in all day for an appointment. Turns out it was cancelled and there is no way of notifying the customer. Their excuse is the computer system needs to be upgraded and there is nothing they can do. They don't even apologise for it. When I complained they said I would have it set up in a week. They I got emails saying it would be a month. They didn't even offer a refund of the £49.99 I had paid for the engineer's visit which they cancelled without telling me.
They write tickets that don't make much sense. When you add comments they ignore them and put the ticket on hold for review in a week.
All in all they were useless and rude and I have no idea how on earth they have won a customer service award from Which?
- Location
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- Location
- Banbury
- Reviewing
- Plusnet
- Date
- 2020-12-05
- Comments
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DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY. I had to contact them to get my router delivered as it was getting closer to my go live date. Then on the go live date, nothing went live. I rang Plusnet the next day to be told there was an issue on my account and that only a phoneline had been recorded on the account, not broadband too. So why when i called to ask where my router was did someone not notice that then?! I was then told i would have to wait 10 days so the line to could be made live. my old provider had already cancelled my service, so i was without internet for 10 days. 10 days later, and the line still hasnt gone live. i call Plusnet again, only to be told its is a technical issue and i would be transferred to the technical team. As i was transferred, i was hung up on, and as it was after 8pm i could not call back. i called back the next morning only to be transferred between four different departments, with every single person lying to me, telling me different things, and finally telling me my account was broken and i needed to make a new one - which again was a lie because once i made a new account they essentially set up a new broadband request for me for a new 'product' which i had not requested. i was then told the line would go live in 24 to 48hrs and asked to speak to a manager who then told me this wasnt possible and it would take another 10 days. I have spent far too much of my own time having to try and sort this, when it is Plusnets mistake. DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY!!!
- Location
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- Location
- Wissett
- Reviewing
- Plusnet
- Date
- 2020-08-02
- Comments
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On the whole excellent. Just one gremlin that stops me giving 5*. Recently bought LG tv from John Lewis along with their +Net broadband. When watching All 4 app in particular Walter or Netflix, it is at times slow to load and sometimes unavailable. Mystified as on our iphones, tablets, laptops and PC it is very fast and never any problems. Any advice?
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2017-11-08
- Comments
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Customer service is very disappointing. Had problems connecting in new house. Spent around 7 hours on hold waiting to get through to call centre. Eventually 2nd engineer fixed problem and 3 months later I get email to say I have to pay £65. Not enough staff employed in call centre.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
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Wanted to cancel contract after phone stopped connecting to the internet for 2 months as there was a problem with the sim.
Lady on the phone was very short with me and was not very happy to help me. She asked a LOT of questions to identify myself and wasn’t very patient about waiting for my to find information that I didn’t expect to have to give.
God to be leaving them and moving to EE.
- Location
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- Location
- DEVON
- Reviewing
- Plusnet
- Date
- 2017-10-06
- Comments
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This supplier provides a really good service.
- Location
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- Location
- Bushey
- Reviewing
- Plusnet
- Date
- 2015-03-12
- Comments
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Absolutely appalled with their service. I joined plusnet in Nov 2013 and ahd no issues for about 8 months. After that, I have had issues after issues. This is the second line my phone has gone dead. The first time, they were able to fix it within a week. This time, they tell me they have no idea because it is an underground fault and they need to dig up..etc. and have to get permission which takes up a lot if time..etc. I have paid for my land line in advance, so they have taken my money but it has been over 2 weeks my land line is not working and they cannot tell me when it will be working. So, I have paid for a service I cannot use. Since Nov 2014 I have had broadband issues where it keeps going off at various times. Every time I called them, I had to wait for about 30-35 mins to speak to someone. Then I got told various things, promises that everything will be fixed but the issue was still there. The funniest thing is that every time I called, the person Is poke to apologised on behalf of his/her colleague for the misinformation they had previously given me!! What kind of company is this? What kind of training are they given where one colleague has to apologise for the other for the wrong information I was given. My land line is till not working; I made a formal complaint and the manager or whoever it was had the nerve to tell me that they cannot give me a guaranteed time of when my issue will be fixed and also cannot guarantee a fault free service!! I requested to be let off my contract but again was told that they cannot do that because the fault was not due to them!!I mean really??? Yes, they use BT services but that is not my problem. I am their customer and if they cannot provide a service then they are at fault. I am now stuck with this useless company. I regret using their services..stay away from PLUSNET!!!! Stick to virgin media or Sky!
- Location
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- Location
- Chiswick
- Reviewing
- Plusnet
- Date
- 2020-05-27
- Comments
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I have been with Plusnet for years and only recently I am having problems with the land line keep crackling and not able to speak or be heard. When I call Plusnet to raise the issue they want to charge me for an engineer to check the green BT box at the end of the road where I know the problem is. When I was with TalkTalk I had the same problem and they told BT and it was sorted. Now I call Plusnet for the same problem and get told there is not a problem with the line but we can charge you for an engineer to come out and test it. BT bought out Plusnet in 30/01/2007 and BTs dirty little tricks are beginning to seep in to a good company that does not deserve to be connected with such a terrible company like BT. I have been praying for BTs demise right back to when they were the GPO as we all paid extortionate bills back then as they were the only telecom company allowed to operate back then.
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2021-09-09
- Comments
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If only I could give them a 0 review. We are a pharmacy and we should have had Plusnet move our line over on the 27th Aug, but to date 9th Sept still no phone line or broadband. The move was supposed to be from old provider to them and supposedly a simple switch. To date they have not sent out an engineer after promising us on 3 occasions and all they seem to do is continue to make false promises. We have had one of our housebound patients go into hospital as he was not able to get through to us in order to have his medication delivered. Absolutely diabolical company, worst provided I have ever dealt with. You can even talk to the managers all they say is they will only tell you the same as what we tell you !!
- Location
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- Location
- Beckenham
- Reviewing
- Plusnet
- Date
- 2015-10-21
- Comments
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We were originally with Talk Talk when we signed up with Virgin to get a better deal. However, despite several texts from Virgin confirming they would be attending for the installation, no one actually turned up! Were very annoyed especially as my husband, who was very ill with the flu at that time, spent the day moving furniture, taking stuff off of wardrobes etc., so that they could run the cables. Decided to stay with Talk Talk who informed us that it was "too late to cancel the cancellation" and disconnected our broadband and telephone line the next day. Bit annoyed with Talk Talk and Virgin so signed up with Plusnet. Very smooth from start to finish. They reconnected our phone line the very next day. Had to wait a couple of weeks for fibre optic broadband to be installed as they were fully booked, however, on the day of the installation the engineer (who was very nice) turned up at 8.00am ringing beforehand to say he was on his way. Throughout the 2 week wait for the broadband we received regular texts and emails with updates. Since having the service installed we have had absolutely no problems with the broadband or telephone. My only slight niggle was that I had to ring them a couple of times (once to get the caller display added to the phone and the other time to confirm they would still be coming to install as Virgin made me a bit paranoid)and had to wait about 50 minutes on one occasion and about 35 minutes on the other before I got to speak to anyone. However, as the calls are free I just got on with my life whilst having the phone on loudspeaker. Once I did speak to them, they were very pleasant on the phone and actually sounded like they knew what they were talking about. All in all I am very pleased with their service and would definitely recommend them.
- Location
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- Location
- Buckinhamshire
- Reviewing
- Plusnet
- Date
- 2016-09-09
- Comments
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The biggest mistake I've ever made was to switch to Plusnet. The Internet connection is so slow and patchy. We can't get Catch Up programmes on Sky TV. Think very carefully if you're considering switching. I can almost guarantee you a far worse service in every respect to the one you're using now. Not fit for purpose.
- Location
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- Location
- Averham
- Reviewing
- Plusnet
- Date
- 2017-09-25
- Comments
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terminated my broadband service with no notice, no warning, no apology. Need to redefine what award winning service really is if this is their standard, must be the bottom of the list. Not recommended.
- Location
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- Location
- Newark
- Reviewing
- Plusnet
- Date
- 2017-11-08
- Comments
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Been with them for 4.5 years now and overall have had very little problems with them. Any problems were sorted out pretty fast. Overall speed is very good and very rare occasion had any problems. One problem I had was a router failing and was replaced within 3 days. Speed is consistant. They have had problems with their web mail server being very slow to connect and get emails, but but that has improved but still not 100% there yet. I have had good deals with them but its best haggling. So overall very satified with them.
- Location
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- Location
- East sussex
- Reviewing
- Plusnet
- Date
- 2020-06-13
- Comments
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I have had so much trouble with plus net it has been the most stress full experience in my life they promise to call back and don’t they kept me hanging on the phone for over an hour and then there was no one there the manager was supposed to call back in four hours and I am still waiting after four days if you want stress go with them
- Location
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- Location
- Leeds
- Reviewing
- Plusnet
- Date
- 2017-01-23
- Comments
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The slowest, most unreliable internet provided by company of third-world standards. BIG NO NO NO NO to plusnet.
- Location
-
- 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
- Manchester
- Reviewing
- Plusnet
- Date
- 2020-03-11
- Comments
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Had fibre since February 2019. Never had a problem. Never needed to contact them. Now having problems in the last week or so with my wireless connection dropping out every 24 hours or so. I just called and was told they do not guarantee a wireless connection. Never heard such rubbish in all my life. I said should I plug my mobile into my router, and my tablet, echo devices, firestick and smartplugs? Such a stupid comment. Apparently the warranty on the router only lasts 12 months and amazingly it's just out of date and they want £150 for a new one. As my contract is up in August I asked how much it would be to leave early which is £63 so I know what I will be choosing. Never again...
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-06-10
- Comments
-
Outrageously raised prices for MMS.
DOES NOT support short code (short mobile number that utilities companies and banks use to contact you). If you receive a message from your bank that uses short codes (e.g., 456633), you will not be able to reply to that SMS, however important that might be.
Called the customer service and some guy responded in most surly voice that they don't support it - that is it.
Mobile network coverage is poor in many part of the UK and it is pathetic in Germany. So if you have Plusnet and thinking of taking your mobile abroad, think twice.
- 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.