3,751 Customer Reviews over 94 pages
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-06-25
- Comments
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I had the same as another person giving a review. Bill went sky high, was told my contract had expired. I asked what offers there were if I renewed the contract. I was not happy with the offer and then was told they would throw in a 50.00 cashback. I was told by the lad renewing the contract that he would get the 50.00 sent off to me straight away. I never received any money back. Kept phoning, then told that it takes 60 days to get cash-back as this is done by another company. This was not mentioned when I renewed. I have had dozens of emails from Plusnet saying they had opened a question with regard to this problem.
I received an email from plusnet on 9th June 2015 saying the cheque would be with me within a week. I phoned on 17th June as I still had not received any cheque to be told they would open another question which would close on 24th June 2015. Today 25th June I phoned to say I still had not received the cheque only to be told an email with cheque details had been sent to the email address I was using with my previous provider????? They only took my previous provider email address at the initial phone call in 2014 when I wanted to change to Plusnet, and this was only because he said it would be a couple of weeks before Plusnet could connect me to their service and they wanted it in case they had to contact me prior to the change-over. Why would the cheque email go to an email address I havn't had for 15 months when they gave me a plusnet email address when I took the initial contract? And which they and I have been using since April 2014.
I am very dissatisfied with this company. I would not recommend them
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2019-09-09
- Comments
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I was with them for 10 years - never again!
The last year my fixed rate was a lot more than the new business rate, with no option to change to the intro rate at the end of my contract, unless you call them up and threaten to leave.
I called up and said I was leaving, then they offered me the intro rate.
I left anyway - no reward for loyalty cuts both ways!
They closed my account, they stopped my Direct Debit then they decided there was £ 1.29 unpaid on my account and sent me emails and SMS threatening to pass the unpaid £1.29 to a debt collection agency.
I called to query this, they did write off the £1.29 but no apology for taking loyal customers for granted then sending robo-threats for £1.29 after they made an error.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-02-13
- Comments
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Awful, useless company. Took SEVEN months to connect and then Plusnet still didn't connect on the date they finally agreed to. Within weeks prices went up and the poor wifi signal has resulted in many complaint calls to the company. Staff obviously trained to be sympathetic to appease the situation but I found this incredibly annoying and patronising especially as they still didn’t even try to rectify the problems! One call advisor even told me how I should sort out the wifi myself as Plusnet only provide a basic router. Will be leaving as soon as possible.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2018-01-11
- Comments
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Plusnet decided themselves to change my house move date resulting in me having my internet cut off 6 weeks before the agreed date. As a self employed remote worker, this has cost me a weeks salary and caused severe disruption to the company I remote work for. Truly appalling service.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-06-06
- Comments
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They don't accept email.
I've been off for about six weeks this year so far.
They apparently cannot remotely diagnose a fault with the modem they supply, and left me to discover that this was the fault lately. I thus was at the mercy of the £85 charge for BT outreach to enter muy home and diagnose my modem.
I have to ring them now (and wait however long that takes) to get a MAC code.
After 8 years, most of them fine, I'd say they are now dreadful.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2019-01-25
- Comments
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When I moved from Sky, Plusnet weren’t the cheapest but I was lured by the promise of a £75 Amazon gift voucher which made it a good deal and just in time for Christmas.
That was 3 months ago - I’m still waiting for the gift voucher.
I’ve spent 136 minutes on the phone to them but still no voucher.
Every time I call, they fob me off and blame the marketing department who you’re not allowed to speak to.
Today I received an email confirmation of the complaint I made 56 days ago!
Atrocious customer service and not a particularly good broadband service.
I’m not sure if they are victims of their own success but I wouldn’t recommend them to anyone.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2016-03-10
- Comments
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Have been with Plusnet for years. They used to be very good for contacting.Its a shame now that the contact service is dreadful. 40min wait is not unusual. Its been like it for ages and I'm going to swap providers. Just not up to it any more
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2021-11-16
- Comments
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Negotiating new contract, 35mins into call put on hold, put phone down after a further 25mins.....not impressed with this, generally few issues with plusnet until this....
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-01-05
- Comments
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On the most part, I've always had good service from Plusnet. Customer services over the phone have always been helpful and friendly, matching prices by competitors when my contract was due for renewal. The staff on the live chat are less friendly and helpful, quite blunt and rude at times. I've not had to contact Plusnet very often though as my broadband has had very few problems. Good speed, good availability and reliability. Happy customer in general.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2014-04-28
- Comments
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Plus net are the worse broadband company I have ever dealt with. I wouldn't recommend them to anyone. We moved house and ordered the service on 10th April. On 18th April nothing had happened, contacts plusnet who said the direct debit hadn't been set up but they hadn't bothered to let us know that. Paid for package on 18th it's now the 28th and still no broadband connection. Absolute rubbish
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2018-08-05
- Comments
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I have been with Plusnet for years but am leaving now for EE. When it's running well it's fine but when you need to contact customer support everything changes. A few weeks ago my service went off and I waited 25 minutes to get through to customer support. This week I waited 25 minutes and still didn't get through. Phoned back and waited 40 minutes without getting through. Phoned customer support and waited 20 minutes without getting through. Signed up with EE for a much better deal !!
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-11-24
- Comments
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I would not use this company they are just after your money no loyalty for having been a good customer for over five years ... Due to coved I had to cancel and they try and take 200 pax of me not taking account my situation and my customer record.... They don't care about anything but money
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2017-03-02
- Comments
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We were in the process of changing over to Plusnet unfortunately we had to cancel with Plusnet, they were most accommodating & helpful during the process. The cancellation being due to BT contract also no communication or help what so ever from BT.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-02-24
- Comments
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This company was a pleasure to deal with until about 2 years ago. Then various problems started. I was told I could have fibre and they upgraded me only to find out I couldn’t. It took about 9 months before I got my service back properly, the staff I spoke to were incompetent they couldn’t find the problem which in the end was settings their end. Now I have lost my internet again and as I am just out of contract they told me to go and find another provider! They are rude and lack empathy, I have been with them for a very long time too. They aren’t interested in keeping customers just getting new ones. I won’t ever go back, they also need to change their statement “ we will do you proud” absolutely not true. Stay well clear.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2015-01-15
- Comments
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Recently switched from BT to Plusnet to take advantage of considerable savings. Transfer and set up was very straightforward. An issue arose over vouchers that were supposed to come with the package. These did not arrive. I used their website to sort it out. Average response time for each query was about 30 hours. At one point I was told I would have to wait a week to receive a link in an email!! In the end, even this was a day late. Now sorted however. My main gripe is the thoroughly nasty router provided (technicolor TG582n). Its range is abysmal and unless I'm in the same room the signal strength drops off dramatically. In the same room signal strength is about 86%. In the next room this drops off by 20%. In my bedroom (about 15 metres away) the signal drops to virtually nothing. I will either have to accept staying in the lounge or buy my own router - ugh
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-07-29
- Location
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- Location
- DEVON
- Reviewing
- Plusnet
- Date
- 2017-10-06
- Comments
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This supplier provides a really good service.
- Location
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- Location
- Dewsbury
- Reviewing
- Plusnet
- Date
- 2021-05-07
- Comments
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I have been a customer for 18 months & recently renewed my contract because the broadband is much more reliable then their bigger competitors. I was eligible for a £50 cashback reward which arrived in 5 days. Also love that you speak to someone local when you call.
- Location
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- Location
- Didcot
- Reviewing
- Plusnet
- Date
- 2018-07-30
- Comments
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Utterly appalling company both in terms of product and customer service. Slow/inconsistent internet. Incorrect details taken on setting up account, making for very difficult management of account from day one. Telephone calls dropping every time calling their call centre. No sense of support or desire to rectify problems. I am glad to be leaving plusnet - do not touch with a barge-pole.
- Location
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- Location
- Didcot
- Reviewing
- Plusnet
- Date
- 2021-03-18
- Comments
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I signed a new contract with Plusnet (my previous account was cancelled because it was on my late partner's name). The broadband did not go live as scheduled, I already waited for 7 business days, even though I told them that my previous account in the same address was just cancelled, I still have the router and everything ready to have the service back. They didn't contact me why the broadband didn't go live until I contacted them, and they said it would take from 3-5 business days more. I wondered if the sale person had a look on the contract he just signed with me, or if anybody cares until I contact.
I contacted them back and ford many times and It was too much hassles to I cancelled the contract.
It's now 1 month 1 day and I haven't receive the refund in my account. Extremely disappointed.
- Location
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- Location
- didcot
- Reviewing
- Plusnet
- Date
- 2016-09-20
- Comments
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long queues to online chat or phone support, confusing website for making contact, customer since 1995, not as good at support as with previous experiences
- Location
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- Location
- Didcot
- Reviewing
- Plusnet
- Date
- 2018-02-24
- Comments
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I am disgusted. Ripped off as a single pensioner! I was not notified of new contract. It was automatically renewed without my permission. No email notification to give me a chance to go elsewhere. Rang and complained. They got me a slight reduction from nearly £30 a month to about £25. Blackmail as far as I am concerned. If I leave I will owe £170 (these figures are approximate) disgusted! I have complained to no avail!
- Location
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- Location
- diss
- Reviewing
- Plusnet
- Date
- 2017-01-02
- Comments
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avoid avoid avoid ,we have been with this company for over 3 years and the service just gets worse and worse .poor customer service at least 45 min to talk to anyone ,we thought we would try there new mobile network all i can say dont bother ,we were with virgin mobile before both on ee network but with plusnet hardly any service ,4g does not work 3g the same ,LEAVING asap ,
- Location
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- Location
- Diss
- Reviewing
- Plusnet
- Date
- 2016-12-17
- Location
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- Location
- DN14
- Reviewing
- Plusnet
- Date
- 2020-06-23
- Comments
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Dishonest business practices - when you phone them to sign up for a package, you don't get the package that they advertise on their website - they sign you up to another one that isn't advertised on the website. Funnily enough it’s exactly the same as the one advertised on the website, but doesn't include the plusnet reward card - I think they must have run out of cards. I phoned to check that my router had been despatched before I was connected but was told that this hadn't been ordered by them on their system, so I would have been without a router and wouldn’t have been able to connect if I hadn’t phoned up to check. And now the router keeps cutting out and interrupting my fibre connection. I’m told by Plus Net that this is a problem that has to be fixed by Open Reach, but I never had this problem with my previous provider. They have a 14 day cancellation period, but this expires before you get switched on so is useless. Not impressed so far and I’ve only been with them for 5 days.
- Location
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- Location
- Doncaser
- Reviewing
- Plusnet
- Date
- 2017-08-04
- Comments
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Worst thing I've even dealt with awful wifi all around can't even run an online game
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2020-08-08
- Comments
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Plus net. Plus very poor customer service. And even worse after 2weeks dramatically falling internet speed .. I moved away from talktalk but at least they would at least answer you ..
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-12-23
- Comments
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After reading other reviews seems they have more complaints then praises, not surprised we had no internet for 3 weeks. After speaking to numerous people they never rung us back, we spoke to the manager who finally sorted things out but we still had to wait another week before we were connected. Will not be renewing my contract when it runs out. They need people who will sort the problem out when you ring them and to get back in touch with you and keep you updated.
- Location
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- Location
- doncaster
- Reviewing
- Plusnet
- Date
- 2015-02-28
- Comments
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I have had problems with plusnet from the morning of the agreed and planned for fibre activation day I phoned that morning to ask where my router was and was told it would be in the post. The engineer was booked for a time between 1 till 6. At 1 pm the line went off so I assumed it was the engineer it came back on at 2pm. At 3pm I phoned the supose to be help desk which took 22 mins to ask if the work was completed and did the engineer need to come to the house because he had not arrived. The representative told me the engineer would need to come to the house and put me on another line to find more about what the engineer would need to do. I waited 10min before putting the phone down to continue waiting for the engineer. At 5.15pm I phoned again because it had become obvious no engineer was coming and the help desk knew this but did not tell me. The help desk wait was again 20 mins and then another 15 mins to be put through to another department where the representative told me that they had known for five days that the engineer was not coming out and that the only thing happening that day was my current broadband would be turned off and the plusnet line would be installed and it would be 24 hours before the broadband and fibre could be reordered. So I had wasted a days holiday from work for nothing. If i had been informed straight away I would have been willing to wait., but I know now that I was not told because they were waiting for the 14 day cancellation period to expire. I believe the people on the help desk knew the engineer was not coming but it must be policy not to tell customers. I decided to wait to see when the next activation date would be because I thought this would be quicker than cancelling and moving to another firm, but the next activation date was another two week wait so I decided to cancel with a full refund because they had not provided the service we had agreed. I have been put several questions on their internet help site none of these have been answered I even asked if they would phone me but no one phoned so I again phoned their help desk to see why no one was reading my questions I informed them if they were not willing to give me a full refund I would stay with them if they gave me free calls and caller id for the inconvenience and distress they had caused. The representative said he did not have the authority to offer me this so he put me through to the cancellation line where the representative told me she would have to talk to her manager before agreeing to this. She said she was going to hang up and get straight back to me. I waited 1.5 hours and no call was received I rang again the person I spoke to this time was Andrew Carr. Andrew could not find any recordings from the person who said she was going to talk to the manager. So she must have been lying and had no intentions of talking to a senior and had just put the phone down to get rid of me. In the end Andrew gave me my full refund. Thank God one of your staff listens but its been a very long wasted journey.
- Location
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- Location
- doncaster
- Reviewing
- Plusnet
- Date
- 2018-12-14
- Comments
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AVOID Plusnet is a joke, if you want slow,intermittent reception, your in the right place, my speed has always been Very Slow, I hace contacted them, they pretend to do something, but it never gets amy better, as soon as my contract ends, im sacking them. AVOID AVOID AVOID
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2016-08-30
- Comments
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Text message updates that spread across three messages and do not tell you from which company they originate. Useless call centre staff. Inept expediting of orders and poor communication lines with Openreach. Avoid this company
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2015-12-05
- Comments
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What an appalling company, I move my broadband annually and have never had any problems with any other provider until agreeing to go to this shocking provider. I've spent hours waiting on their phone and chat service, I've had to chase them once I've sent emails. I reluctantly agreed to upgrade to fibre to improve my speed, only for me to waste a whole day off waiting for their engineer who failed to arrive. They actually charge the customer should it be the other way round - how much should I invoice them? To add insult to injury, they never even phoned/emailed to apologise or explain, I called a week later and they didn't even realise! Don't be fobbed off with a £50 cheque refund neither because it never arrives. My kids can't play their Xbox and iPad at the same time due to the awful speeds, my advice would be to stay clear, can't wait for my contract to end July 2016!
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2016-01-07
- Comments
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Thought i was getting a good deal with '12months free' broadband with plusnet and had nothing but problems only 3 months left of the 12months and cannot wait to leave.
Constantly drops out and goes to Download speeds of - 0.52, 1.09, 0.86, 1.28, 0.33, 0.11, 0.17 on all different days in the last month!!
New routers, new channels and ip settings still no good.
- Location
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- Location
- doncaster
- Reviewing
- Plusnet
- Date
- 2016-09-16
- Location
-
- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-03-21
- Location
-
- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2017-07-05
- Comments
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I have been a member of PlusNet for 4 years, When I initially signed up , it was brilliant. I even recommended them to my Friends whom took my advice a also joined, Now I find plusnet to be very disappointed with the company, Just of late my internet went down, after a prolonged wait on the telephone while contacting customer services , I was inform the problem was a fault with the router and they would replace it within 5-7 working days. 3 days in and after trying a spare router loaned to me by a friend , who had signed up , through my recommendation . I realised the employee in customer services had wrongly informed ,It was the server that was fault, Contacted PlusNet again , spoke with an engineer who confirmed this , waited 10 days for the issue with the server to be dealt with. Was informed by the engineer due to service being lost, that a reduction would be made to my bill for that month , Found this to be a lie, On contacting PlusNet again to argue my bill , informed nothing was recorded , customer service informed me, yet apparently all calls are recorded for training , asked to wait on the line, so was then put on hold for 20 minutes before I was hung up on. Once the contract as ended in October, will not be renewing it, as I hate dishonesty and being ripped off . AVOID !!!!!
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2014-10-31
- Comments
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They have been dreadful. I applied for phone line and broadband on the 28th Aug. The line happened on time but has since gone off and I am still waiting for the broadband. Just keep getting fobbed off. Even wrote to the CEO, had no response, yet they still keep taking my money. The broadband was provisioned to the wrong house in September, it's November tomorrow and still no sign of anything. so now I am left with no phone and no broadband. Their adverts are a joke.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-02-15
- Comments
-
Just signed up with Plusnet and so far so good. Set up all went smoothly on date promised. Had to contact customer services a couple of times and received great advice and help. My broadband speed has doubled compared with my previous provider so am very happy customer at the moment
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2019-11-22
- Comments
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I keep having issues with speed and drop outs. They are now telling me this is acceptable.
This has been going on since i switched to Plusnet. Customer service is a joke.
- Location
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- Location
- Doncaster
- Reviewing
- Plusnet
- Date
- 2015-06-14
- Comments
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Would liked to have put lower scores but couldn't. It took 3 weeks for them to even get my phone line on after taking over and then told I have to have a temp tel. number until they can get my old number. Internet has just been activated nearly 1 month from sign up date and I am using neighbours to write this as its un usable as so slow. Signed up for fibre but on ADSL. Engineer failed to arrive on 3 occasions, and I waited in. Fed up with being lied too or not being called back. I would advise everyone to lick yourself in the head before signing up with plusnet. I am going to cancel and go back to my old provider. Oh and did I mention quickest time to answer phone was 29 minutes.
- 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.