3,751 Customer Reviews over 94 pages
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- Location
- Dalkeith
- Reviewing
- Plusnet
- Date
- 2018-06-15
- Comments
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Absolutely appalling service. Communication with the company during many faults weren't resolved and cancelled fault teams without keeping me in the loop. Went without WiFi for long periods of time and VERY overpriced. There's cheaper and faster alternatives. Only upside was a few of the team on the telephone were kind.
- Location
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- Location
- darlington
- Reviewing
- Plusnet
- Date
- 2015-01-29
- Comments
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the worst experience of my internet history, i have used virgin/sky etc which all have been perfect, switched to plusnet and it is a living nightmare, i am being cut off daily 2 or 3 times, when i rang up the 8th time they had me taking my phone socket to pieces to try to fix the problem myself haha what a joke im no engineer, there customer service is non existent, they had the cheek to offer me a £2 discount for all my troubles even after admitting there is a fault (insult) is the word for that... the sooner my contract is up the better, put simnply plusnet are horrendous, im giving 1 star all round as there is no option to give a 0 star rating, 1 star is still generous, to any potential customers please avoid and go somewhere else as you will regret it otherwise !!!
- Location
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- Location
- Dartford
- Reviewing
- Plusnet
- Date
- 2019-11-14
- Comments
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We paying so much money for nothing. Only works in our living room. Called and they did not care at all.
They were fixing it once so did not have internet for a week. They told me I won't have to pay full amount still paid same as always. Can't wait for my husband to cancel it
- Location
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- Location
- Dartford
- Reviewing
- Plusnet
- Date
- 2020-07-16
- Comments
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I gave Plusnet 1 star for all but I don't think they are even worth that! Absolutely disgusting service all round. Everyday constantly the internet drops out,fibre is no faster than normal, customer service is terrible and that's when you can eventually get through to them! Paying for a service they are not providing what so ever. We will be leaving you Plusnet, no return!
- Location
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- Location
- Dartford, Kent
- Reviewing
- Plusnet
- Date
- 2018-08-26
- Comments
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Wish I hadn’t bothered to switch to fibre band, nothing but trouble since I switched to fibre. They need to spend less on tv adverts and more on providing what we are expected to pay for. It keeps dropping out and they keep blaming OPENREACH who then blames PLUSNET ETC ETC, more like a tennis match than a service I am paying for.. Steer clear
- Location
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- Location
- Dartmouth
- Reviewing
- Plusnet
- Date
- 2021-03-05
- Comments
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I've now had Plusnet for a year having "escaped " from BT. I have nothing but praise for Plusnet, their customer service is first rate and their staff really helpful. My broadband speed is not mind blowing but is plenty good enough to record two hd tv programmes simultaneously.
- Location
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- Location
- Darwen
- Reviewing
- Plusnet
- Date
- 2023-03-24
- Comments
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The worst!! my advice is do not even entertain this company. I have never fortunately had to give such a bad review but 3 weeks after moving into a new property we still have no internet!! Customer services have been useless!! Please do not even bother as the stress after also just moving is unbelievable. Massively disappointing that they use Open Reach as their get out clause. Normally only review positively but feel disappointed that we have had to review negatively as customer service can’t even help us!!! We are so really disappointed and frustrated.
- Location
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- Location
- Darwen
- Reviewing
- Plusnet
- Date
- 2023-05-02
- Comments
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Would not even give one star if it was possible. Signed up 6.3.23 leaving 4.5.23. After hours and hours of phone calls being passed here there and everywhere without sorting any issues sometimes unable to speak to people numerous promises of calls back which were never received etc. they have been useless from start to finish! Please do not sign up for your own sanity even my husband who is very placid and laid back said they are making him ill.
- Location
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- Location
- Daventry
- Reviewing
- Plusnet
- Date
- 2022-12-05
- Location
-
- Location
- Daventry area
- Reviewing
- Plusnet
- Date
- 2020-12-12
- Comments
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Been with Plusnet not long after they started.
Until we moved house again, 2 years ago, always championed them to friends and family.
NOT NOW!
Slow speeds at new home giving far below paid for speeds and reliability. Neighbours don't have same issues.
Been on the phone to tech support for many hours over the last year or more. They blame openreach, who then do checks and say it's all ok. Eventually openreach engineer booked to come to house - I suggest to have a new router sent ready and waiting for him. He comes into house and shows his machine can achieve good speeds - I can't! Router wasn't sent. so speak to Plusnet again. They blame openreach again. I suggest maybe router is at fault. eventually it arrives. I change router. now get speeds we should. Will be changing to gigaclear as soon as they finish laying the cable down our road. Whatever it costs! Plusnet have dramatically dropped in standard of support service. As providers are only as good as their support, I advocate avoiding Plusnet at all costs. If you have a problem, you may well have similar expereince to us.
- Location
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- Location
- Deal
- Reviewing
- Plusnet
- Date
- 2016-09-27
- Comments
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For two years we had smooth and uninterrupted service from BT on Infinity 1 and then Infinity 2. We switched to Plusnet to save money, being told we would receive the same broadband speeds, but for over three months we have had a volatile and unreliable broadband connection, which fails completely for a prolonged period about once a week. Wait times to speak to Plusnet are outrageous - usually 45 minutes or more - and six long telephone calls have produced a lot of dodgy explanations and no fix at all. Plusnet won't fix the issue, won't send an engineer, and won't discuss releasing us from contract. We've been with them before and experienced their award-winning customer service - but that service is a long-distant memory now. They appear to be a company in crisis, and we certainly regret switching to them. We can't wait to get away!
- Location
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- Location
- Denbighshire
- Reviewing
- Plusnet
- Date
- 2010-06-24
- Comments
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Brilliant support team.All promises fulfilled
- Location
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- Location
- Denstone, Staffs
- Reviewing
- Plusnet
- Date
- 2015-03-13
- Comments
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We have a poor line here in Denstone so I moved from BT to Plusnet... and have not really noticed any difference - only its cheaper. However today I find that PLUSNET McAfee does not support MAC PCs (BTs does) - a fact that was not made very clearly in Adverts!!!! BEWARE. The customer services were brusque... read T&Cs carefully - last line in page of writing :o)
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2017-05-06
- Comments
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have been a customer since 2014, was going to cancel in 2015 as i wanted TV for disabled family member, but they offered me tv for free if i took 24 month deal - the tv box they sent was rubbish - basically just freeview, which we already had so I called to say I was unhappy and did not want to opt in for 2 years, I was told fine & to keep the box (as it was free offer) Great :) ,, or so i thought - we stayed with them and used a NOW TV box, - Now tv now have a deal incl BB and so reg with them and called Plusnet to let them know as courtesy- they strangely have no notes re my call in 2015 (but can't check for the call as its deleted!!) and the girl basically said "Naw, no notes so u didn't call, nowt i can do" I said i was unhappy n all i got was " i'll log a complaint" ok nuffing else i can do".. ??? I asked about my complaint,, "you'll get a call within 2 weeks" .. 2 weeks OMG!!.. absolutely appalling -she goes on to advise " you'll get cancellation fees,, £152.53" ..,, so Plusnet will charge me over £25 a month, when my BBand /phone package is only £38 and £17 of that is line rental - awful,, could understand if i'd tried to cancel in 2014 they would charge - but after 3 years - they have confirmed that they can see we haven't used the box - no goodwill, compromise n not even any empathy.. i will never use them again even if they offer it free.. :(
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2015-01-19
- Comments
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I just changed my package to Fibre and as normal customer service were great. I have been been with Plusnet and Force9 before that for over 12years. Never had a problem and they have always done what they said. Looking at some of these reviews it seems people forget that it is BT who fit and maintain the lines.
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2018-10-05
- Comments
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It now takes an average of up to one hour to get through to customer service. I was out of contract with plus net so decided to pay line rental up front and negotiate another contract. Fine , no problem except they are still invoicing me at £45.00 per month. No e mails,just a load of hot air from customer service people promising me a refund. And this is adding another half hour to the phone call. I wish I had never signed up with them again, as I can I’ll afford to keep paying this large amount each month. worse than talk talk service and that is saying something.... I will not be renewing after my year that’s for sure....
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- Location
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- Location
- DERBY
- Reviewing
- Plusnet
- Date
- 2017-08-19
- Comments
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When we first signed up with plusnet we got good service except at the back of our bungalow. We raised the issue with them as we could get through on the phone then. We tried every channel but not much broadband at the rear of the bungalow. For past 3 weeks our wifi drops out or has limitted serviced. I phoned in week one got fodbbed of with a faulty phone line & given all sorts to do. Took 32 minutes & no difference. Phoned week 2 1 hour to get through so I emailed took 4 days to asnwer & they just repeated the same as before with a threat that if I ask for engineer & have damaged equipment it would cost £64. So fed up today tried to phone again & the wait time was in excess of 35 minutes so emailed again & asked for a manager to phone me & for them to book an engineer for next week. Not holding my breath, they have goine to being an excellent cusotmer service organisation to being worse than the ones I left
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2021-04-16
- Comments
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In every aspect they have been truly awful. incredibly unreliable, really slow to respond. after 3 months we still dont have usable broadband
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2019-02-20
- Comments
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Was going to go to Plusnet but my present provider upped there deal so cancelled with plusnet after paying up front.Well what do you know refund was a joke and the lame excuses in the end sent me a cheque back way over the time stated to me when I rang up...complete joke..!
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2021-01-27
- Comments
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Extremely slow broadband, well below their guaranteed minimum speeds. Do you like streaming HD content? Do not get Plusnet. When we raised a complaint with them, they provided us with some extremely details tests to carry out throughout the whole day which are very inconvenient and I think they're designed so you don't do them. Working from home has been a nightmare with Plusnet and I cannot wait til our contract finishes so we can move.
- Location
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- Location
- DERBY
- Reviewing
- Plusnet
- Date
- 2019-04-03
- Comments
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Thanks god I switch to different provider,,,its been nightmare with these guys...Helpline waiting time over 25 minutes and if you lucky to get hold so rude customer services, keep transferring to you different departments, no one know what they doing...
They closed my 2 accounts and I am unable to get my bills downloaded...Called after waiting same story, being transfer to few people and finally they hang up on me....Disgusting, rudest people to talk too...Please dont go with cheap price,,,,if you do then expect this all happen to you as well.
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2016-07-06
- Comments
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All I seen to see is bad reviews on Plus nets customer service.
I personally have had a brilliant experience with their Customer service.
Unfortunately my Internet did not go live on the day that it was said to go live. I rang plus net regarding my bill as I hadn't received the Internet I was paying for. After reading the reviews I was concerned I would have a battle on my hands, I was pleasantly surprised that Plus Nets customer service was outstanding, with in 5 minutes they had not only refunded me but gave me a good will gesture for the inconvenience caused for not having the internet.
Thank you to Plus Net!
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2020-08-07
- Comments
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The broadband speed is variable but generally okay. However it crashes repeatedly and despite numerous attempts to sort the problem persists. Getting hold of @Customer Services' at Plusnet is a joke. They refer you to online chat (which no longer works), otherwise set aside a couple of hours to get to speak to someone. It took them three weeks to advance my last fault complaint.
There must be better suppliers in the market!!!
- 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
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2020-03-07
- Comments
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I am very happy I chose Plusnet to be my internet provider despite negative reviews as I have nothing but positive things to say about them. Firstly their customer service is excellent compared to the customer service of TalkTalk which is appalling, Plusnet seem to actually care about their customers. I did have an issue paying online but after a phonecall, it's all sorted. I've also not been disconnected once & I'm on the lower speed. I am one happy customer. If you choosing between Plusnet or TalkTalk, choose Plusnet.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2017-12-24
- Comments
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Just had a speed increase from 20Mbps to 24Mbps. I'm on the up to 38Mbps FTTC. Still way below what I was promised 32.5Mbps. Should not complain as I have a connection some people get very slow speeds.
- Location
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- Location
- derbyshire
- Reviewing
- Plusnet
- Date
- 2016-04-01
- Comments
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The worst experience I have ever had with a broadband company. Initially terrible download speeds. Customer support telephone waiting times of a minimum 45 minutes. Tried to charge me £50 for engineer call-out when they failed to keep the first appointment and were in breach of the"no show" terms they had set for the first appointment. Just counting the weeks until the contract finishes.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-10-01
- Comments
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Have just switched to plusnet regretting it already I would say to anyone look at their facebook page I wish I had and just dont switch to them.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2019-03-12
- Comments
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Quite possibly the worst company I have ever had the displeasure to use.
The service is terrible, the customer service is non existent, and I have wasted 19 months on a provider that quite simply doesn’t provide at any level.
Be warned.......
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-01-14
- Comments
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Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-05-06
- Location
-
- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2016-05-08
- Location
-
- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2017-11-04
- Comments
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On an upto 38Mbps I get 20Mbps. Having told I would get 35Mbps. Not happy.
- Location
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- Location
- Derbyshire
- Reviewing
- Plusnet
- Date
- 2017-08-17
- Comments
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3 Months ago I changed from a limited broadband only plusnet account to an unlimited broadband and telephone plusnet account.
Problem No 1.
According to the website the plusnet answer machine would be off unless I turned it on. I was away when the change over happenned, and my answer machine gave crucial details for people contacting me professionally - re-directing them to a colleague. But when the change over happenned, they turned on the plusnet answer machine so callers just got "leave a message....". That caused significant distress for a couple of callers while I was away, and about ann hour's wasted time to sort out when I got back. I got an apology, but no compensation, and no apology was given to those who suffered because of the lack of contact details.
Problem No.2. I then discovered that they were taking money out of my account for the old contract as well as the new. About an hour on the phone to try to sort it. A promise that a manager would phone as it was a second problem. No manager phoned.
Problem No.3. A month later I discovered they were still taking the money for the old account as well as the new. Another hour wasted on the phone. Hopefully this time they have sorted it, but I am not that confident, and they say I will be refunded..., but no compensation for yet more of my time wasted.
Customer service people were friendly and helpful, but somehere things do not work.
Good value package, and OK speed and reliability at the moment, but using a freidns cottage which had plusnet broadband while I was away, the broadband was unreliable.
- Location
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- Location
- derbyshire
- Reviewing
- Plusnet
- Date
- 2016-11-10
- Comments
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Very slow internet, customer service hopeless. Always wait 30-40 mins for someone to answer
Broadband keeps dropping out.
- Location
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- Location
- Derry
- Reviewing
- Plusnet
- Date
- 2016-10-25
- Comments
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Without doubt the most useless pack of imbeciles ever to grace the planet. so unhelpful. put my monthly price up without so much as a notification nor explanation as to why. i cant, for the life of me, fathom why theyd do this, certainly not due to improvements in the service. large company of scam artists. AVOID AVOID AVOID
- Location
-
- Location
- devizes
- Reviewing
- Plusnet
- Date
- 2020-10-16
- Location
-
- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2021-09-17
- Comments
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Good customer service and good initial deal. We live in a 2 bed flat and the wifi doesn't reach our master bedroom which has been frustrating. Able to stream fine in living/dining near router. Now moving and have been offered slower speeds for higher price with no wiggle room. Easy decision to change to Virgin with a good deal and faster speeds.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-06-23
- Comments
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Great for the first few weeks then it's downhill all the way. Speed is dreadful and you can wait up to an hour to get through to customer services.
I am paying £16-99 a month just for broadband so it's not the cheapest supplier by a long chalk. They tell me it's because I am in a rural area and yet BT don't distinguish between rural and city, same price everywhere.
I should have stayed will narrow band. You live and learn.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2024-01-11
- Comments
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Rubbish customer services Just had what can be described as a ri off price increase. So rang them to tell them to stick they product, Instantly the staff member offered my a monthly cost just lower than, my current price they planned to almost double. He cancelled my DDM so he could set up a new 12month contract. What did I get today an email from plus a text message threatening to restrict my broadband service unless the rip of monthly cost was paid. Still what can yo expect from a division of BT, strange how they keep quite about that though but the engineer let the cat out of the bag when they had to come out to correct a router and socket fault. Avoid like the palgue they are BT even the same standard BT routers with a Plusnet sticker on them
- 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.