3,751 Customer Reviews over 94 pages
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-12-16
- Comments
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Plusnet has been the bane of my life from the moment I first had anything to do with them. I was bombarded with text messages and emails until they realised I had requested to cancel my order and they, therefore, owed me money. I haven't heard a peep from them since! It's almost as if they think if they ignore a problem for long enough it will just go away.I have been waiting weeks, if not months now for a refund. Communication and customer service is atrocious...do not touch this company.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-02-18
- Comments
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I think PlusNetvare the worst broadband providers I have been with (and I was with BY for almost 18 months). They give it big kicks about being great for customer service, but my experiences have been anything but. Recently they decided to not take our direct debit and then cut our internet. When this was discussed with them no explanation was offered. I bought into the local Yorkshire company marketing, but if I've learnt anything in the 7 months that I have had the misfortune of being a customer of this incompetent organisation it is that Yorkshire is far better at tea than internet.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-11-06
- Comments
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Well, ive done it, i am going to pay £316 early exit fee and have got a provider that has great internet speeds, no constant drop outs and good levels of customer service, good riddance plusnet, Plusnet NOT doing you proud
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2019-04-12
- Comments
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AVOID PLUSNET, THEY DON'T CARE TWO HOOTS ABOUT YOU.
I used to get 9 meg with Sky. Swapped to plusnet a year ago and this dropped immediately to 7 meg (at best).
Recently had a line fault and lost everything. Openreach quickly fixed the problem at the box at the end of the road.
Since then my max speed has been 4 meg. Plusnet will make no attempt to get me back to 7 meg because it still meets the new ofcom minimum requirement of 3.5 meg.
Beware of the minimum guaranteed speeds when you sign up because that is what you may end up with for the whole contract period. The speeds splashed all over the adverts are no guarantee that you will get anything like this. The minimum speeds are buried in the small print.
36 meg fibre broadband !!!!! You might end up with 10 meg from one provider I noticed. These advertised speeds need to be changed to minimum guaranteed speeds.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-12-12
- Comments
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Terrible internet. Constant dropouts. Very slow speed mostly, often less than 1mbs. Customer Services won't resolve anything or send a technician, blame our own devices that work perfectly fine elsewhere. Can't wait till our year is up will never use them again
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-12-02
- Comments
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Been with PlusNet and never had any real issues. Any probs had great service from them and were resolved quickly. Am using Windows 10 with unlimited fibre package and is fast and stable. However my main issue I have is using my Email through the Plusnet servier is painfully slow and unstable. Logging into their webmail server is lighting quick, but when trying to populate the in box often impossible with the inevitable `buffer face`, an often times out with `server error`. Have spoken to PlusNet recently on and off without a satisfactory answer. Help!
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-08-28
- Comments
-
Worst customer service ever. I have been on hold with them for over 35 minutes as my internet has been down for the last four days and I have not been able to get hold of anyone until now (given up after 30 mins before). Finally get to speak to someone who says they need to transfer me to the technical team and I will be on hold for a further 35 + mins. Ridiculous. Can't believe that they have apparently won awards for customer service. Am phoning new providers now.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2019-06-13
- Comments
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I'm on standard broadband. Plusnet made me wait over a week before I could connect. Then they make you wait longer whilst the 'broadband stabilises'.
I gave it a few days and the result is that sometime I get 6mbps, sometimes I get 1mbps, sometimes I get nothing at all.
It became very clear from the start that this is how it's going to be for the length of my one year contract. So I called to cancel within my 14 "cooling off" period. But because I'd had to wait to connect 16 days had passed before I'd started my contract even though this was long before I'd even been connected. First front line customer service guy was great. Very helpful, but he had to pass me to a different team who are trained to be rude and aggressive.
Despite arguing I've got nowhere. Up and down connection and generally slow. Spotify is reasonably OK. Viewing Web sites is slow, pictures take a while to load. Streaming Amazon prime is slow and often pixelated.
I regret taking out anything with plusnet and now I've got to spend my evenings fighting this utterly awful company to get my money back.
- Location
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- Location
- bristol
- Reviewing
- Plusnet
- Date
- 2016-09-15
- Comments
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generally just about "OK".
However, impossible to resolve issues - always very long wait for online chat or phone contact and they won't communicate via email
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
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Internet has gone down 4 times within the last 4 hours, they said previously it had been fixed, obviously not, it cuts out at least once a day and they do not care, there is no customer service, the advert on the TV should beremoved for false advertising "Plusnet doing you proud", REALLY
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-05-29
- Comments
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Absolutely terrible company. A team of potatoes could run a broadband company better. The router supplied by them leaves us with no wifi at all for hours at a time because it constantly crashes. In fact the only reliable thing about plusnet is that their routers will crash at least once a day. We have phoned and spoken to them countless amounts of time only to be fed the same tired old stuff that means nothing, they are cheap but even at this price the broadband is bad, every time we submit a fault report our broadband suddenly comes back to life and works perfect only to go into the same routine not a day later. The customer service team have absolutely no idea what's going and and assume everyone is thick and can be told "switch it off and on again" we are moving house soon and one thing I am certain of when we move is that plusnet will not be in any way shape or form a possibility for our broadband provider. AVOID AT ALL COSTS.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2017-05-24
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2020-09-12
- Comments
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Changed over to Plusnet from Virgin (awful service). I sadly believed the TV advert with the jolly northern chap telling us how great it was. My first contract came to an end so I contacted about renewing. I was assured there would be no extra charges applied but guess what ... extra charge applied between contact renewal. I then told them I would check the Broadband speed had improved (upgrade to fibre plus) and was told it might take "some time" before this changed to a faster speed !!
Im not sure what training programme these people follow but they ALL lie. Pathetic !
My advice avoid Virgin and Plusnet (not tried BT yet so that will be next).
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2017-02-08
- Comments
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To any potential Plusnet Customer's, if you plan on moving or selling your property anytime soon, please don't bother signing up. I've had the pleasure of paying £242 today for broadband services I can no longer use at a property I no longer own. For a company that claims to #lovesyouback, I do not think in this circumstance any love has been shown. According to the complaint handler Andrew, it's 'brilliant customer service' to charge you for a service you have no physical way of using at an address you no longer own. If you know you'll be moving anytime soon, don't go with these guys, their exit charges are extortionate.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2019-01-18
- Comments
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Avoid!
They refuse to let you cancel your contract. I'm not the only one having trouble canceling.
I took out a rolling monthly contract on a mobile phone for my son.
My son lost his phone in September 2018 so in November 2018 after not being able to find it I rang up to cancel it. The guy on the phone said that because the bank account that the direct debit was coming out of didn't match their records I was unable to cancel. I told him that if I have the wrong account how am I able to cancel the direct debit. I then cancelled the direct debit whilst being on the phone to him as I'm not going to pay for something I don't have.
Yesterday January 2019 I received a letter saying that they are going to cancel my account and I owe them money. I rang up and after 25 minutes of being passed from pillar to post they still won't cancel the account.
I then emailed them and told the everything that has happened and even included a bank statement showing my account number and the direct debit. I told them I don't mind paying the 1 months notice from November but I'm not paying an extra 4 months on top.
Guess what?
They still won't let me cancel.
After googling I have found several other people that are also being robbed by this company because they won't let them cancel their account.
- Location
-
- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2020-07-15
- Comments
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I understand that we can't get state of the art Broadband in our area but the speeds we have been getting since switching to Plusnet have been awful, always under 1 mbps, as low as 70kbps making working from home almost impossible. We get next to no communication back from then despite 2 phone calls which I was on hold for around an hour, and I have to log reports on their terrible web interface. I made a complaint again on Monday after we had constant dropouts and unusable internet on Sunday and Monday morning but have not heard back since, although the connection has improved over the last day. I would like some kind of money back due to our poor service over the past month but hear nothing back and I expect we will go back to having dropouts in a week or so as they clearly haven't fixed the fault yet, poor customer service, poor connection, avoid!
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2017-12-16
- Comments
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Warning ⚠️ do not get Plusnet broadband.
We had Plusnet for approx 9 months, within that time the broadband was very unreliable, the connection would drop constantly. When we rang Plusnet they said that we had not had a drop in our internet connection. When using the internet we were unable to watch a simple YouTube video without the connection dropping. Speeds were variable. The customer service we received was poor. There was no help in trying to solve the problem apart from telling us to change our channel, I believe the fault was with the the router they provided p, it is very poor quality. We now have sky internet, comparing the two we have never had an issue with dropping connection and the speed is consistent. I am fully aware that internet providers are unable to guarantee wireless connection speed, so they said we had to have wired connections to all our devices now this is impossible with and iPhone, iPad or Mac, we were basically told tough luck, without a wired connection there was nothing they could do. I will never take out Plusnet again and I would never refer them to any friends or family ( that I like LOL). Hope this helps people.
- Location
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- Location
- Bristol
- Reviewing
- Plusnet
- Date
- 2016-03-23
- Location
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- Location
- Brixton
- Reviewing
- Plusnet
- Date
- 2016-05-11
- Comments
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Their website said we could get 80 MBPS broadband. After we signed up, they said we could only get DSL. But they said it would be 10-19 MBPS. It's actually less than 2 MBPS. They are liars. Don't trust their website, they will say whatever it takes to get your business.
- Location
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- Location
- Brixton
- Reviewing
- Plusnet
- Date
- 2022-10-25
- Comments
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Absolutely awful. Lied twice about installation date. No communication. Do not use.
- Location
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- Location
- Broadstairs
- Reviewing
- Plusnet
- Date
- 2016-04-06
- Location
-
- Location
- Broadstairs, Kent
- Reviewing
- Plusnet
- Date
- 2017-09-15
- Comments
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I left BT to go with PlusNet because it was cheaper, this was bad idea on my part.
From the start the connection was regularly dropping out. I called PlusNet many time but I was on-hold for so long I decided once the contract expired I'd go back to BT.
This was a good decision because BT performance is SO much better than PlusNet.
I did actually get through to PlusNet customer service once and the person told me I needed to contact BT as the problem is with their line, this really annoyed me; why should I contact BT if I'm paying PlusNet?
all-in-all a poor performance and service all round from PlusNet
- Location
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- Location
- Brockenhurst
- Reviewing
- Plusnet
- Date
- 2018-09-04
- Comments
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Worst, most incompetent dishonest company I have ever dealt with.After 12 days with no service,many broken promises and numerous lies,I cancelled the contract.They then refused to give me my pack number. Absolutely disgraceful
- Location
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- Location
- Bromley
- Reviewing
- Plusnet
- Date
- 2016-08-19
- Comments
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have literally just cancelled with these people. When i had the broadband it was slow, intermittent and wouldn't reach all the house. To cancel, i have to pay £30 plus a 14 day fee!!! Never had to do this before with any other provider. Customer services are curt and unhelpful. avoid at all costs!!!
- Location
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- Location
- Bromley
- Reviewing
- Plusnet
- Date
- 2020-02-06
- Comments
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Just been using the service for a week and extremely annoyed. Router barely sends a signal through a cardboard it feels. Multiple (4+ / day) connectivity drops everyday at least. Even when a single device is connected to the router, it can't handle a conference call with screen share and cameras enabled.
Definitely the worst ISP experience in the UK so far.
- Location
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- Location
- Bromley
- Reviewing
- Plusnet
- Date
- 2018-08-19
- Comments
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**** AVOID USING PLUSNET ***
Called customer service four time. Each time over twenty minute wait. Was promised to be called back twice and no one did. Broad band speed okay.
****** Broadband Reliability is AWFUL. Drops out every day about 4 to 6 times. They wanted to charge me £65 if nothing was found by an engineer. AVOID LIKE THE PLAGUE ****
- Location
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- Location
- Bromley
- Reviewing
- Plusnet
- Date
- 2016-10-16
- Comments
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I've been a PlusNet customer for a few months. It's been fine - it's a cheap deal so I don't expect much. I'm getting ~7-8mbit consistently which is all I need. I'm a gamer, and latency is much more important to me than bandwidth. Last Sunday latency shot up from perfectly acceptable sub-100ms levels to near 2000ms, which is literally the difference between life and death in online gaming. I stopped playing and got on with my life, assuming it was a one-off (it was fine again on Monday).
Today, the following Sunday, exactly the same has happened - latency is up to 2000ms again and gaming is impossible. So I tried to make contact - the online chat is disabled, there's no email address anywhere on the website for tech support, and when I phone the recorded voice tells me that "due to high call volumes" (sure, Sunday afternoon is peak time) the wait is around 45 minutes.
I don't have 45 minutes spare to wait to speak to them. This is unacceptable. As is spiking latency to 2000ms every Sunday without explanation or apology. Sunday is a day of rest - and gaming. If this is planned maintenance (and Lord knows what else explains it), they should do it on a weekday when we non-business customers are all out at work.
And if the online chat facility isn't working, they should provide an email address so that customers don't have to leave their grievances on public websites.
- Location
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- Location
- bromley
- Reviewing
- Plusnet
- Date
- 2018-01-05
- Comments
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Cheap in terms of other providers however the speed is not good at all. its very difficult to get hold of customer care to report an issues. The most difficult is to talk to someone who can listen your problem!VERY PATHETIC customer service and team I ever came across.
please stay away. They are not helpful at all and very rude over the phone.
- Location
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- Location
- Bromsgrove
- Reviewing
- Plusnet
- Date
- 2019-03-08
- Comments
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Terrible. I now find their advertising incredibly patronising considering how rubbish they are, "we'll do you proud". Nonsense.
- Location
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- Location
- Bromsgrove
- Reviewing
- Plusnet
- Date
- 2018-05-24
- Comments
-
Moved from BT to Plusnet 6 months ago and have been very disappointed with the poor service. When it works the speed is good but it is extremely unreliable and constantly drops out and makes using it for anything impossible, including sending this review (crashed the 1st time I pressed submit). Avoid!
- 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
-
- Location
- Bromyard
- Reviewing
- Plusnet
- Date
- 2023-04-12
- Comments
-
Customer services just put phone down on you and then send you a text message for survey jeml is so rude unbelievable
- Location
-
- Location
- Broughton Astley
- Reviewing
- Plusnet
- Date
- 2017-02-27
- Comments
-
wifi is none existing,most sites keep on buffering
cant wait for end of contract Hurray
Even in I tunes BUFFERING
- Location
-
- Location
- Broxburn
- Reviewing
- Plusnet
- Date
- 2018-11-06
- Comments
-
customer care is nonsense. have to wait for 45 min to get hold of anything and then they will say to talk to another department so more waiting.. have fun with plusnet as a customer
- Location
-
- Location
- Bruce building, 115 Percy Street, Newcastle upon Tyne
- Reviewing
- Plusnet
- Date
- 2020-08-03
- Comments
-
I never use any worse broadband like Plusnet. Our office broadband always be disconnected automatically.We wasted much time to wait for reconnection. I will definitely cancle the service after the contract expired and never use it. I do not recommend others to choose this broadband unless you do not care the reliability.
- Location
-
- Location
- Bruton
- Reviewing
- Plusnet
- Date
- 2022-09-20
- Comments
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Ive just closed down my Plusnet account. Only because Gigaclear have installed fibre to our door. Plusnet have been brilliant, great service, honest, decent and totally reasonable. If things change I'd have no hesitation to go back to Plusnet.
- Location
-
- Location
- BT6
- Reviewing
- Plusnet
- Date
- 2016-11-25
- Comments
-
Plusnet persuaded me to pay more for Fibre Broadband and it has made no difference to the line dropping on off all the time. It is nigh impossible to find someone to talk to and there is always the threat of charges if they are called out. They dont mind taking our money for a service they do not provide!
- Location
-
- Location
- Buckingham
- Reviewing
- Plusnet
- Date
- 2018-01-15
- Comments
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Dreadful Customer Service, Refusal to provide VAT invoices despite it being a legal right, and speeds slower than the guaranteed minimum speed. Avoid these cowboys
- Location
-
- Location
- Buckingham
- Reviewing
- Plusnet
- Date
- 2017-06-05
- Comments
-
Thought I'd review and leave a warning to others thinking to join up, I've been with Plusnet now for nearly 10 years and for the most part they have been amazing, always friendly and gave good deals on broadband.
Until last year.. I had a terrible dip in my internet (.5-1mbps) and patchy, I raised several cases with them and even had their engineers out to 'help' the response was that it was my fault and they basically didn't care, in the end I had to write a letter to my MP to get anything done anywhere near satisfactory. (turns out there was a fault in the exchange box that no one had bothered checking)
The complaints dept left it that when fibre came to my area that they would offer me a very good deal to make up for the poor service i'd had.
I called again recently to upgrade to fibre, the salesman clearly didn't care and offered me the standard price - regardless of seeing my time with them and the records of all the issues.
They aren't even willing to match TalkTalks offers anymore and walked me through how to leave them when i hadn't even suggested I was going.
This is just a sad case of a once fantastic business that's given up trying
Dont be sucked in my their entry deals- once they have you they don't give a damn.
- Location
-
- Location
- Buckingham
- Reviewing
- Plusnet
- Date
- 2019-01-18
- Comments
-
Am a business customer and have never managed to get to speak to Tech support for business - minimum 30/40 min wait time every time you try. Short answer, employ more staff!Prices go up alarmingly but the service gets poorer and poorer. When you ring, the system seems to be designed to send you around the houses, frustrating timewasting and insulting. I will be moving to another supplier, Plusnet are not efficeient, accessible or organised enough to continue to get my business. Really dissapointing, in the last six months Plusnet have gone downhill signficantly - overpriced and underserviced.
- 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.