3,751 Customer Reviews over 94 pages
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- Location
- Clapham
- Reviewing
- Plusnet
- Date
- 2018-06-09
- Comments
-
Plusnet are a joke!
Worst service as people constantly hang up on you after you hold for 20mins....
no one wants to help - more interested to transfer the call around so you have to wait another 20mins!!!
Service doesn’t work- the router is constantly Orange!!!!
- Location
-
- Location
- Cleckheaton
- Reviewing
- Plusnet
- Date
- 2016-01-30
- Comments
-
When I joined plus net from sky. Plus net connected to an old disconnected telephone line. I had to wait four weeks for connection. During the 18 month contract both telephone and broad was a night mere.
As I decided to move and another network they cut me off nine days before the transfer date and charged us for next month.
- Location
-
- Location
- Cliffsend Kent
- Reviewing
- Plusnet
- Date
- 2017-06-05
- Comments
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With PlusNet for several years.
Until last year very satisfied, now
would describe them as awful.
Very poor service on moving house and many arguments with them before eventually broadband was connected, but a few weeks without broadband, despite a connection date being arranged.
Customer service is dreadful now, very long waits every time for phone to be responded.
Avoid
- Location
-
- Location
- Clitheroe
- Reviewing
- Plusnet
- Date
- 2018-12-08
- Comments
-
Very very poor customer service. Switch my ISP from Plusnet to another provider, after 3 weeks of delays they swopped over and then immediately scrubbed all my emails - hundreds of them with no chance of getting any of them back. Terrible
- Location
-
- Location
- CLITHEROE
- Reviewing
- Plusnet
- Date
- 2016-10-04
- Comments
-
never ever go with PLUSNET! We supposed to have fastest speed but having 70% less from promising, keeps crushing. Customer service waiting time 45 min. to speak.
- Location
-
- Location
- Clitheroe
- Reviewing
- Plusnet
- Date
- 2019-01-03
- Comments
-
Awful service. Used to be very good, but no longer. Messed up our house move. They mistakenly ordered fibre instead of broadband. Took ages for them to rectify the situation. No sign of effort to make good on own mistake. Frequently queued for 30+ minutes to get through. Record was 37 minutes.
- Location
-
- Location
- Co tyrone
- Reviewing
- Plusnet
- Date
- 2018-01-13
- Comments
-
I am counting down the days until I can go back to BT charging me double the price, just so I can get good connection!!
- Location
-
- Location
- Colchester
- Reviewing
- Plusnet
- Date
- 2021-06-16
- Comments
-
Contract just ending. Monthly cost including phone has been £36 per month. New charge offered to me to continue will be £47 per month.
All this for 30 MB broadband and a landline phone that hardly gets used.
Service during last contract has been very patchy. Slow speeds, dropouts and very noisy phone line.
Contract will not be renewed
- Location
-
- Location
- COLCHESTER
- Reviewing
- Plusnet
- Date
- 2018-08-11
- Comments
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Poor company. Put prices up several times during the contract. Not valuing customers. Broadband service was poor in the evenings.
When I left, they continued to bill me for nearly three months, harassing me and pestering me for money I did not own them. Had to contact them several times for them to eventually take notice and sort things out. Wasted far too much of my time. Customer service and care inexistent.
- Location
-
- Location
- Colchester
- Reviewing
- Plusnet
- Date
- 2020-12-28
- Location
-
- Location
- Colchester
- Reviewing
- Plusnet
- Date
- 2020-04-23
- Comments
-
Paid upfront for a year, apparently something went wrong with the application, although payment for over £200 taken, many conversations later and they want me to pay again and will refund the amount, the amount hasn't been refunded, apparently there was a problem with the refund! I paid on 30th march, refund apparently sent on 9th april, today is 23rd april I have neither broadband or a refund, absolute joke of a company
- Location
-
- Location
- Colchester
- Reviewing
- Plusnet
- Date
- 2017-09-10
- Comments
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We've lived in 4 different places over a 4 year period and have repeatedly been roped into 18-month/2-year new contracts each time we move - there has been no option to serve the remainder of the contract and pay a transfer fee. The latest termination fee we've been hit with is £160, despite being such long term customers. It wouldn't be so bad if they provided a decent service, but the best bandwidth I ever measured was half the advertised rate, and each time we've moved house they've messed up the connection set up. Furthermore whenever you ring customer service you're invariably put on hold for an hour before you get put through - this is probably why they have so few complaints, because this is the only way you can raise a complaint (i.e. you can't by email), and people probably just give up after waiting for so long.
- Location
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- Location
- Coldingham
- Reviewing
- Plusnet
- Date
- 2016-02-19
- Comments
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Every time I have called customer services I have a min 30min wait and they never apologise for the wait. Last time I asked why no apology and the guy became quite indignant and abrupt. I see PNet are currently doing deals for for phone and broadband for £15.99. My last monthly bill was £52.69 yet I get no breakdown of this. Now they want to charge me £150 if I cancel...
- Location
-
- Location
- coleford
- Reviewing
- Plusnet
- Date
- 2018-10-19
- Comments
-
upgraded to fibre, very unstable,fast and slow all the time. worse still can't get through on phones to complain about problems, its been rubbish for weeks now.
- Location
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- Location
- Coleraine
- Reviewing
- Plusnet
- Date
- 2019-02-04
- Comments
-
I have been Signed up for 2 weeks and still have no internet. V long wait for customer service on phone. Engineer was supposed to call today - No show. Another hour on the phone. Wish I had stayed with talk talk. Helpful staff on phone but can't make up for appalling overall service.
- Location
-
- Location
- colne lancashire
- Reviewing
- Plusnet
- Date
- 2019-02-05
- Comments
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i have had nothing but trouble from plusnet i would never recomend the company to anyone thay are false advertising on tv saying thay will go the extra mile its all rubbish i have asked for a manager to call me back on several acations but no body ever rings back as soon as my contract is up im out of here i am taking my case to the pdf and the onbudsman as this is rediculas the way ive been tret the staff tell you one thing then thay dont do it im contacting the papers about the service
- Location
-
- Location
- Colwyn Bay
- Reviewing
- Plusnet
- Date
- 2018-04-25
- Comments
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Current speed, 0.2mbps
Logged problem, "they will get back to me quickly..." How quick? "Within 72 hours".
That's not quick. Not by a long shot. This is a business service we have and this is a joke, it has to be!?
I would not recommend them to anyone. They fob me of every time a problem arises and try to scare me into not getting an engineer round. "You will be charged £120 if we can't find a fault from our end".
Don't believe their marketing schtick about them being all customer focused. I fell for it...
- Location
-
- Location
- Congleton
- Reviewing
- Plusnet
- Date
- 2018-03-26
- Comments
-
Have been with Plusnet Broadband for over 4 years and have just renewed my contract. They matched Talk Talk prices without any problem and the whole renewal is so easy. I have only called C/Services twice in 4 years which solved my problems immediately and my BB speed is constant at 10 mb/s which is fast enough for my needs. I would not hesitate to recommend.
- Location
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- Location
- Conisbrough, South Yorkshire
- Reviewing
- Plusnet
- Date
- 2022-04-30
- Comments
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Been with Plusnet for several years.
When I have had problems, only once have I had to put the phone down after waiting 25 minutes Apr 2022). But the next day I was picked up with 30 Seconds.
staff was brilliant. Genuine apology for there being a problem. After quick checks, a fault was found and an engineer was booked the next morning.
This great service has happened every time I have contacted Plusnet for various reasons.
Great Staff. Great service. Great company.
- Location
-
- Location
- Consett
- Reviewing
- Plusnet
- Date
- 2015-04-13
- Comments
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changed to fibre and it does nothing but buffer, absolute rubbish
- Location
-
- Location
- Consett
- Reviewing
- Plusnet
- Date
- 2021-06-15
- Comments
-
Astounded at the poor level of customer service received. Chat line went off before hardly starting,(after 3rd attempt) emails bounced back with "no reply", (without indications that they are no reply),inaccurate information on notes, inaccurate information given on phone. Frequent "lines busy" message leading to hours spent sorting out what should have been a very simple matter but was given the runaround. Website appaling,lots of "can't deal with this request at present", drop down boxes that give no choice so don't go anywhere. At a loss as to how they have the customer service awards they claim to have.
- Location
-
- Location
- Conwy
- Reviewing
- Plusnet
- Date
- 2018-11-16
- Comments
-
Absolutely terrible. Don't use this company if you value your sanity.
I cancelled this conotract before it was connected because they were so late. They confirmed cancellation and are still taking money from my account. I have been on the phone with them 3 times which is no easy thing. Terrible wait times, nust be dealing with such a high volume of complaints. You have been warned.
- Location
-
- Location
- Conwy
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Comments
-
I have been with plusnet for 6 years without problems,but now that I have "upgraded" to fibre I can't stream tv programs as I don't have enough broadband ! And a 1hr wait for coustomer service to answer the phone, wish I had just stayed with the normal internet I had...Don't upgrade to fibre that's my advise.
- Location
-
- Location
- Cooden Beach
- Reviewing
- Plusnet
- Date
- 2016-01-22
- Comments
-
Plusnet are a complete shower although they might excel at spoon-whittling.
Customer services are difficult to contact (I've given up trying to call) and they keep closing out online issues just because you don't or can't respond quickly enough.
I've tried to raise many complaints with them and these are essentially ignored /not accepted as complaints. Presumably is undertaken to boost their claims of good service.
The advertised linespeeds cannot be achieved through issues in the adjacent streets (BT staff confirmed this) except Plusnet keep arranging to have my house rewired (several times now)!
They claim reliability although my own experience /monitoring cannot support this
Indifferent to customers they are best avoided and I'm looking to move - except I cannot find a telephone supplier that hasn't got a significant number of bad reviews.
The only reason I'm still with Plusnet is I cannot afford the potential risk of broadband downtime not can I take yet another day off to wait in for a repair man.
In this respect BT Openreach are to blame as they insist on half-day appointments; an anachronism in the 21st century.
Looking to ditch the landline!
I will move from Plusnet as soon as possible finding them far worse than Sky for customer service.
- Location
-
- Location
- Cook
- Reviewing
- Plusnet
- Date
- 2018-08-03
- Comments
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Used to be a good provider not any more. The connection regularly drops out. The service is slow and Plusnet are not available to contact. 45 minute phone wait and even though they say they have a chat line over the last 3 months it has been down o every occasion during the times it is allegedly open.
- Location
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- Location
- Coppull
- Reviewing
- Plusnet
- Date
- 2018-09-15
- Comments
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This company has some nerve charging over a fiver for their service. We switched from ee a few months ago and I've had to upgrade my mobile data package it's that bad. I have been taking frequent speed tests on ookla and IF it connects to the server I've only once in the few months I've tracked it seen it go over 5mbs on download. I pay for Netflix and Amazon prime and can't enjoy films on either because of the buffering, and if it's not buffering it's unavailable because the internet has dropped for the 3rd time in 30 minutes. I've tested speeds in prime time and low times and it's always the same. I see the little ! Next to my Wi-Fi signal more often than not.
I would call them dial up quality. But that would be an insult to dial up.
- Location
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- Location
- Corby
- Reviewing
- Plusnet
- Date
- 2015-10-09
- Comments
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Worst mistake of my life, joined plusnet due to their advert, unfortunately on the day I got my Broadband set up with them I realised I made a huge mistake, I mean the 1st day the Internet went down I phoned them up so see what is up and waited 50 minutes for my call to be answered.
The fibre broadband speed I had was so slow, I was unable to have 2 Internet windows open at the same time, some larger website were impossible to view, I called Plusnet to report the slowness only to get told I will need a laptop so they can talk me through how to test that the modem or router are working fine, I informed them that I do not own a laptop and was told I need to purchase one otherwise they can not help me!
I put up with this problem as I wasn't going to get a laptop, I was then informed that they are putting up their prices and due to this I could cancel my contract early without any cost to me, I did cancel and went to another provider still using Open reach cables but with this companies router etc and the speed is brilliant.
A month after I received a email from plusnet informing me I had to pay 1 months phone line rental by mid September otherwise they will send my information to a debt collector, I phoned plusnet and was told there is no amount to be paid and they had credited my account so the balance was zero!
I received a letter yesterday from a debt collection company saying I have 7 days from the date of the letter to pay plusnet £115 otherwise they will take the matter further, I straight away called Plusnet and after waiting 35 minutes my call was answered, I got told the fee was a cancellation fee, I explained that I was told and still have it in writing that no charge will be applied to me for cancelling early, unfortunately Plusnet have no record off this so today I emailed them a copy off this message and got a automated email back stating my email will get a response within 10 working days, however the debt collector wants payment within 4 days now!
Plusnet are a joke,Please do not fall for their advert like I did, the companies they say they are better than are in fact much better than plusnet as I have found out!
- Location
-
- Location
- corby
- Reviewing
- Plusnet
- Date
- 2017-05-29
- Comments
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Avoid! this is the worst service provider, they blocking my broadband speed to 0,2Mb/s at weekend time and 7am-11pm for the rest of the week (first 30 days was 20Mb/s) traffic shaping
- Location
-
- Location
- cornwall
- Reviewing
- Plusnet
- Date
- 2020-08-07
- Comments
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Informed I wished to switch service to new property, gave 4 weeks notice told no problem? After 5 weeks eventually had a phone line then informed they had misplaced order for broadband ? so will have to wait 2 more weeks ! Customer Service wait approx 30 mins, sometimes informed that you need to ring back later as C.S busy ?
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2016-08-01
- Comments
-
I am 10 months into an 18 month contract and increasingly having problems with poor speed and dropped connections. Plusnet say there's nothing wrong with my line or connection. So I'm going to move to another provider.
The contract I took with plusnet was
advertised as "£0 for for the first 12 months followed by £9.99 per month for the next 6 months", which averages at £3.33 per month over the 18 month period - which is what I've been paying (ie £33.30 to date). I have asked for a refund of this payment (as I am still in teh £0 period), which will go some way towards mitigating the cost of leaving early. Plusnet are refusing to refund anything, saying my contract was for £3.33 per month - because that is what I agreed to pay them.
They are a difficult company to deal with. I am writing this review in the hope that OFCOM reads it and takes appropriate action to protect consumers from bullying corporations like plusnet. Also, to warn other potential plusnet customers of what to expect.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2023-11-20
- Comments
-
Incompetent staff who like to leave you in the dark, I made a complaint about some issues I had. I was told an investigation was going to take place and that I would hear back. Obviously I’ve heard nothing back until a debt collections letter come through my door for £20. No phone calls or emails about owed money, straight to a third party company. Of course all they care about is money and not customer satisfaction.
- Location
-
- Location
- cornwall
- Reviewing
- Plusnet
- Date
- 2015-12-21
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2018-03-26
- Comments
-
BEWARE of this very dubious company.
BEWARE of this very dubious company.
At the end of contract they continue to take payment saying they shall refund you.
In reality they keep over half an entire months payment for providing 60 hours service before your new provider takes over.
Avoid
Scammers
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2018-03-21
- Comments
-
Worst customer service ever! Dismissive and incompetent, can't wait to leave.
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2018-02-04
- Comments
-
Although Plus Net is part of BT they cant supply me with Fiber. They blame BT - BT blame Open Reach. No Virgin Cable here - So BT has a Monopoly!!! Supplied router - poor wifi range.
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2020-08-22
- Comments
-
Can’t even provide 15mbps When is supposed to be 70!!
WiFi cuts out by the hour
Some MacBooks won’t even connect and I’ve tried everything
Customer service is a joke
Absolute trash
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2022-11-05
- Comments
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Wifi only reliable in one room. Had to point out incorrect pricing and have it corrected. When moving house the customer service was bad, given incorrect information and the advisors were pushy and impatient. Wouldn't use again, has gone downhill.
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2022-03-31
- Comments
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The worst company I have ever dealt with. They shouldn't be allowed to treat customers the way they do. No Internet for a month, fobbed off on the phone and missed appointments. Theyve still taken their money though!!!
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2015-11-11
- Comments
-
There was only a short wait the last time I used Plusnet's helpline a few years ago but I was in for a nasty surprise when my internet went down yesterday. With an estimated wait time of up to an hour I wrongly assumed there was a major failure at Plusnet's end and decided to try again when the helpline re-opened this morning if there was still a problem.
Despite making a call dead on 07:30 I still had to wait 20 minutes before being connected to an advisor. I have to say the person I spoke to was very efficient and knowledgeable and soon helped me resolve the problem. However, the average wait time today was 47 minutes which is completely unacceptable and is very much at odds with the claims made in their TV advertisements.
- Location
-
- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2019-04-17
- Comments
-
I have been a Plusnet customer for 12 months of an 18 month contract. The service is dreadful. The customer support which they claim is so awesome is a joke. You get the same support as any other ISP - every problem is apparently solved by doing hard reset on the router, losing all your settings, only to find nothing is improved. On two occasions, their agents simply hung up because I would not accept following their idiotic problem resolution sheet to address issues that were blatantly not connected with my end but are (and remain) problems with their own infrastructure. I also have Sky Broadband which has for 5 years performed faultlessly (a different building). I would not touch Plusnet. For all the advertising hype they are a complete shower.
- 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.