3,751 Customer Reviews over 94 pages
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2019-03-07
- Comments
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I have to say that Plusnet are head and shoulders above talktalk who I was with for years. In particular the customer service is friendly and efficient. Cashback was also amazingly straightforward
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2020-10-13
- Comments
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Plusnet were fine for my first year and I renewed for another year with upgrade to faster speed of 63mbps. Since then about 2 months ago. it’s been awful drops out many times per day and the speed is only fast early am and late pm. Contacted them and they don’t care they just say daft things re my end that has zero to do with the real problem and the broadband dropping out all the time. As working from home and need a good connection will have to now pay for a virgin media line as well. As it’s almost impossible o work with the constant drop outs so will now pay 2 lots of fees just because Plusnet are a bad company and don’t care.
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2016-11-09
- Comments
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The broadband is slow and keeps dropping out, not matter what Plusnet think. When phoning they will answer eventually and give some waffle but no answers.
They certainly prove that you get what you pay for, it was free for 12 months and almost worthless. Also shows you should not believe the adverts.
I was with Sky before, the same advertised speed and it was a lot better.
Lesson learnt, don't fall for the adverts and if it's free there is likely a reason.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2020-01-24
- Comments
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No one should give Plusnet their bank details or set up a direct debit for this company. They steal customers' money. When you call them they apologise and promise a refund but this never materialises. I was with Plusnet and I moved house. They took over my neighbour's internet and phone line! They apologised and acknowledged it was their mistake. I asked to terminate my contract since it was within the 14 days initial period after I started a new contract for moving house. They promised to refund me for the month they charged ahead. Instead they stole £58 from my account. I phoned them several times, every time they promise to refund me but they never do. This is a dodgy company. Peopel should not give them their bank details or set up a direct debit with Plusnet.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-09-20
- Comments
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I am very disappointed!
I had to wait 2 months for Plusnet to activate their service.
They charged me £65 to connect me to the internet - and now there are afternoons and evenings where I have no internet connection at all! Appalling! I regret to have taken up a contract with plusnet!
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-10-04
- Comments
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Avoid this disgusting company. I have just stared a business and was due to go live yesterday with plusnet broadband. I am on day 2 with zero internet and it’s a business line, I have lost thousands of pounds in revenue as most of my bookings are on line, I also take deposits which I can’t do as I can’t use my pdq machine. I got to work at 8am this morning as an engineer was supposed to come between 8-1, but didn’t turn up. When you try to speak with a person In the business department expect to be on hold for at least an hour. I must have wasted 6 hours between yesterday and today just to speak to a person and get absolutely nowhere.
It’s stressful enough starting a business without all this, I have never before experienced such poor customer service and lack of care. This has bee an absolute disaster to my business ns they offer no compensation whatsoever.
Now I have to look at another provider delaying my internet even more. I’m so upset and stressed about something that is so avoidable the worst company I have ever dealt with.
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2021-04-05
- Comments
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Escaped from Virgin as their price went up far too much and very unreliable, it took some time to get set up with Plusnet but that was down to open reach cockup. So far I have had no problems, I'm getting average 42 mbps and the whole house has good WiFi coveridge. Customer service has been excellent. I made a good move
- Location
-
- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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Terrible absolutely terrible customer service is ZERO they bill you for a service you don’t use and when you want to leave it’s like hotel California you can check in but can’t leave. It really deserves zero stars I can’t tell you how much I utterly hate this company and it’s staff are disgusting liars. They lie and lie and lie as to what was discussed only ever contact them via messages as they will deny anything they said on the phone, I hate them with a passion I thought lost to my youth.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2018-05-30
- Comments
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Can't trust what you are told by customer service by way of promotions, prices or replacement routers. Told one thing by customer service only to be told it's not true or valid when I talk to the next, meaning when they offer something (i.e. Introductory Voucher to cover cost of engineer callout) you really have to fight to get it.
Worst service I've received for anything ever.
P.s. Speeds are naff, paying for 10-19mbps, only get max 2mbps
- Location
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- Location
- Brighton and Hove
- Reviewing
- Plusnet
- Date
- 2018-01-19
- Comments
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When it's working the speed has been pretty good and i haven't had as much trouble as with Virgin Media. However, customer service is really poor as they are frequently hard or impossible to contact - at times when I've been told there's a phone waiting time of 10-15 minutes I've been on hold for 30-45 minutes, the chat line is frequently too busy for further requests and even when I've raised a fault or complaint, there is no provision of a direct complaints line to follow up for updates, apart from to go via the very long hold process again.
Basically, if everything is working fine it's good, but as soon as there's an issue at all it's really frustrating.
- Location
-
- Location
- Brighton, UK
- Reviewing
- Plusnet
- Date
- 2018-11-02
- Comments
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It's a matter of regret that plusnet is doing business as a fastest internet service provider where they themselves don't know what does it mean to them. My internet service has gone down for last two days and every time I call them, the telephone service informs that the waiting time is 60 minutes! How this can be possible in a country like UK where people are running to get things faster! I'm totally pissed off with this company's poor service!!!
- Location
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- Location
- Brigstock
- Reviewing
- Plusnet
- Date
- 2016-10-25
- Comments
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Last year we had no problem with speed but this year we can't even watch a YouTube video at night, it keeps buffering and slow to open emails. Between midnight and 1am worst speed. Cheap though. 3 users on during day is problematic. Rang them a few times but due to their policies they can't change the speed. Probably ok for the occasional user.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2017-05-19
- Comments
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In short must be the worse service and broadband speed i had in years
Has to be better and cheaper out there too
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-10-24
- Comments
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i emailed them on the 18th and several times after regarding my internet keeps dropping out (has been since day one, about 9 months), they still cannot sort it, have not responded to any of my emails, it is now the 24th, AVOID at all costs, they are useless
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-12-04
- Location
-
- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2019-04-04
- Comments
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Honestly the worst service I have ever encountered. After it unreliably turning on and off consistently for the year we've had it we had to resign up after they terminated our account because our neighbour switched providers? when we resigned up they said they'd have to inspect the property to see if the wifi would work EVEN THOUGH we have had plusnet for a year and our landlords for the year before therefore the property has been accessible for internet for 2 years with them. Engineer was sent to the property without informing us (even though he had to come inside to 'fix' the connection) and when we rescheduled they got the day wrong twice! We were promised the internet would run within 24 hours of the engineer arriving, the engineer confirmed that it should be available straight away and they only needed to run a signal to the exchange. THEN we are told on the phone we will receive it on the wednesday the WEEK AFTER the engineer has visited. TODAY IS THE THURSDAY, THE INTERNET IS NOT WORKING AND WE HAVE RECEIVED NO REFUND FOR GOING WITHOUT INTERNET FOR OVER A MONTH OF TRYING TO RE-SIGN UP.
NEVER EVER GO WITH THIS SERVICE, THEY WILL TAKE YOUR MONEY AND GIVE YOU NO SERVICE
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2018-03-07
- Comments
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the following is my response to Plusnet and yet still no respone:Hi
I am sorry but this is totally unacceptable, we ordered this service over a month ago, and we have only just had the telephone line switched over to you. I have come in this morning to find our internet has been shut off and your new router will not connect, because we have to wait a further 2 weeks. Surely the name BUSINESS broadband tells you that we need broadband as a business to function. We joined Plusnet after seeing your adverts promoting your main selling point - great customer service. Well, I would ask now, where is this great customer service? We have just spoken to Rob and have been advised that this is just the way it is and that there is no way of escalating this complaint, no-one else to speak to and no way of getting this dealt with urgently. All in all, a very poor start to our relationship with yourselves.After just reading reviews on broadband.co.uk, i wish i had never of bothered, your customer service reviews are terrible, could someone please take ownership of this and sort it.
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2020-12-14
- Comments
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We forgot to renew our contract and were put on a much higher tariff. thats OK I suppose. when I called customer service to renew they said the original offer was no longer available and offered a more expensive deal. I questioned this and was put on hold for so long that I hung up and looked for other deals. The Plusnet customer service rep then emailed to say he was wriitng the new contract. I called back to tell him that we had signed to Vodafone and I was told the new contract was already written, I was then put on hold again, for a very very long time before the rep agreed we could terminate the (non existant) agreement. We then received an email asking us to re consider and offering a much better deal than the original offer. when I looked at the (very) small print it said Plusnet would charge £404.75 for early termination of a contract that didnt exist. This was eventually waived when I called to complain. Not the way to do business. If Id not read the smallprint we would have been charged a lot of money. Dont let that nice bloke on the telly fool you, when he says 'we'll do you proud'- they wont. Never again.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2017-12-03
- Comments
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I'm very aware that most broad band providers will have their faults, but how PlusNet ever managed to pick up any awards baffles me!
Customer service is beyond inadequate. However, lack of communication regarding updates and responses to queries, unreliable service and fluctuating service fee are my main concerns.
Be sure to cancel your contract before the end term, otherwise your deal will double in price. You will not receive any notification (inc emails), and it is your own priority find this information on their website.
Shop around. Avoid this company.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2015-06-02
- Comments
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Trying to actually contact someone at Plusnet?? Hmmmmm 1 hour and 30 mins is a record. Which best by?? Really Which. I think you may need to call through to the customer service line Which Mag. Awful service.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2021-09-20
- Comments
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Been a customer for 5 months now. Lot of distortion in VOIP services specially. Having issues with 2.5G and 5G integrated services in broadband, been advised to manually selecting the channels by going to admin window every now and then. Now I realise haven't been able to use my claimed rewards, which turned out to be a no simple process. Trying to activate the card but missed the deadline as stuck with Covid and isolating with the family. I have asked the customer services what could be done as I have missed the timeline for activation and surprisingly there is NO way you can get it back so lost another £50+ to plusnet. Now they have raised the monthly charges in first 5 months of 18 month contract. Still having the technical issues and not even getting the rewards which I have asked and explained missed due to medical emergency. The solution they have made is disabled the 5G line, which obviously impacting the speed. ZERO help so far and ZERO improvement on my complaints. STAY AWAY!!
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2020-04-07
- Comments
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My braodband is really slow and is diping in and out of signal keep losing it i contacted plusnet they ssid something connected to my broadband was slowing it down and using a lot of its power the only things conected to my wifi are my phone tablet sky tv and my heating control surely this is not overloading the wifi. And i don't use all of it at the same time.
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2016-06-14
- Comments
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My broadband has been ok on balance, but not the phone. I moved house and managed to keep the same number (so far so good) but now the line is installed I have no dial tone, only patchy broadband / wifi. Been waiting over a week. No response from customer support. I have "raised a question" on their site, phoned and waited 30 mins several times, and used online chat (which also has a 15-30 minute wait time!). To be fair at the previous address it worked fine for 3 years, but whenever I had to call (e.g. to arrange house move, change billing etc) it was a slow and painful experience. I would not recommend them. Their blurb about honest northern values just gets my heckles up now.
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2018-02-02
- Comments
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After two years with this company i have to say its the worst experience from a supplier ive encountered
Reported twice to Ofcom, speeds on the internet are slow slow slow and the customer service would be zero starts if it was available, you go round and round in circles same old rubbish told blaming everybody except Plusnet
Avoid Avoid avoid
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-10-25
- Comments
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Please read below correspondence with plusnet, it should be enough for all of you to stay well clear of them:
Question #183696057 - Your Feedback< Back
Your Response
10:01am, Thursday 18 Oct 2018
[Ask a Question about another aspect of your Account]
I’m thinking of leaving
Could you please tell me how much it will be to leave you, the internet has gone down 3 times in the last hour and a half, you said it had been fixed, it clearly is not, the service is appalling, look at my history from day 1
Your Response
12:18pm, Thursday 18 Oct 2018
and again just now, 4 th time???????????????????
Your Response
11:29am, Monday 22 Oct 2018
its just cut out again, when is someone going to respond?????????????
Your Response
10:20am, Wednesday 24 Oct 2018
still waiting ????????????????????????
Your Response
8:21am, Thursday 25 Oct 2018
Hi, Still no response, i will take it that no early exit fee is applicable if i have no response within the next seven days, i think that is more than fair, i will not bee contacting you again.
[Our Support Team will respond to your question soon. Please only add further comments when absolutely necessary.]
[My question has been resolved]
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-09-27
- Comments
-
I went with this company as the promote their "customer service". The truth was that their customer service is TERRIBLE. Cannot get through by phone (too long to wait), not available on Chat, never answer Tweets and no email option available. They lie. Their customer service phone-handlers know nothing about broadband. All in all, bad and even worse for the fact that I was expecting something better.
- Location
-
- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2015-10-23
- Comments
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What a faff!! Been over a week now waiting for our broadband to come back up!! Plusnet said it would take no more than 4 days! My mobile data is through the roof.. cant watch catch up tele... and the customer helpline is USELESS my husband is a IT consultant and can do a better job than this.... VERY VERY unhappy!!! Get it sorted plus net or we shall find some other service that says what it will do and is honest to their costumers!! We are paying good money and you cant even provide the service.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-11-21
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-09-13
- Comments
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Moved from talk talk regarding security issues but had trouble from day one with lack of correct billing and plus net failing to take payment but insisting it is not their problem. Speed is okay at best of times but regularly drops out or slows down to a crawl. Not satisfied with their service.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-12-09
- Comments
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I have been with Plusnet for a year and a half, because a friend recommended them to me. I am now leaving them and I wish I had never connected my broadband with them.
The internet service they provided was extremely poor, but worse still, their customer service was appalling. Their chat service was not available and I had to wait for hours to speak to somebody on the phone, who eventually would not be able to solve the problems I had with the broadband service.
I was very disappointed with their handling of the whole affair.
Eventually, in desperation, I told them I was going to leave them unless the problems were sorted (it took months to get to this point), but they said they could not respond to customer threats of leaving, that if I wanted my problems sorted, I needed to sign up with them for another year! Bizarre.
Anyway, not with them any more, and I am extremely happy to have taken the decision. I would not recommend them to anybody!
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-01-24
- Comments
-
I've had broadband from a variety of companies over the years and never had an issue until I joined PlusNet.
Be very careful signing up with these guys - the customer service really is appalling. Two weeks in and I still have no broadband - they are now sending an engineer that I (probably) have to pay for. They also say that I can't cancel without penalty, even though they haven't been able to sort things out.
Just avoid. I've never had any issues with either Sky or BT, and I went with PlusNet due to a good offer. Well, this is proof for me that you get what you pay for - this is cheap, but the company us hopeless!
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2019-05-19
- Comments
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I have been with PlusNet for a long time and, until recently, have been generally satisfied with it. However over the past month or so the connection has been dropping out and leaving me with no service. The last few days have been horrendous and now I have no confidence whatsoever that it will be up when I need it....Ebay for example. I will give it a few more days but reliability is important and right now it is nothing but.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-10-13
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-08-13
- Comments
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Shocking, internet keeps dropping out, plusnet say there is not a problem, there clearly is as it has just dropped out again and i have lost half a days worth of data inputting, i cannot even get a live chat with them to discuss leaving early and going with a decent internet provider.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2015-12-22
- Comments
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I thought talk talk were bad but plus net are diabolica! Despite promissed downloads speeds of 4-10 meg mine were always 0.3 - 1.1 way below the governments promise of 10 meg! We now have Virgin fibre offering 50 meg but guess what, to get out of my talk talk deal will cost £ 94!!!
Absolute sharks, their slogan should be changed from we'll do you proud to we'll do you over!!!!
- Location
-
- 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
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-07-21
- Comments
-
Is it possible that you could be further away from how you project your company on adverts...
Shocking on every angle! Double charged me for 9 months (endless battle's to get my money back) minimum 30 minutes to speak to customer service, then a web of lies to fix your faults..
Avoid at all costs
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2020-03-03
- Comments
-
Matching up with a lot of others was happy been with Plusnet since 2016 went to renew contract as offered. Problem this is not an option online just reverts back to current contract special offer is not valid. Try chat to be advised as not new customer need to call. When are these companies going to realise when you have got a customer easier to keep by offering deals better or equal to new customers. Yes another lost another gained but you could have kept both. Sort out the customer service it is appalling.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-08-27
- Comments
-
When switching over from John Lewis, we were told and even sent a letter that we would be able to keep our @waitrose.com email address. The customer support person did not tick the box to keep email address and therefore, even though we were sent a letter which stated that we would be able to keep our email. As well as this, we have had to contact the support countless times because they failed to change the email on the account from the one which is @waitrose.com after 2 calls. The troubles did not end there as we were overcharged on our first month and it took another 30 minutes on the support line for the issue to be solved.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-01-12
- Comments
-
Got to be the worst internet in the UK reported to ofcom not once but twice cant wait to leave and join a real operator, my advise would be AVOID AVOID
- 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.