3,751 Customer Reviews over 94 pages
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2016-10-13
- Comments
-
If I could give 0 stars I would. Impossible to stream broadband for 3 months now. Customer services are rude and put phone down on you after wait times of over an hour . AVOID at all costs
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-03-27
- Comments
-
I have had intermittent broadband service and poor phone reception for weeks. I have had three engineers round who cannot resolve the issue. All Plusnet do is to try and deflect the blame to Openreach. If Plusnet run their service using Openreach, then it is Plusnets responsibility to coordinate Openreach resources to fix the problem. Poor service.
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-02-27
- Comments
-
Appalling customer service and attitude. I signed up with PlusNet when I moved into a new house in a rural location so cable was not an option. From the outset I found their service poor:
- lost a days holiday due installation appointment not kept; was told it was an automated 'service' and I didn't need to be in.
- very little in way of apology for wasting my time, poor attitude form person I finally managed to speak to. Offered £5 (!?) compensation for the inconvenience
- impossible to get hold of customer services; put on hold for mins only for the call the be cut off, no matter which number I called
- no option to contact them via email (really? in 2020??)
- in order to cancel my contract I had to write to them by recorded delivery, the cost of which I had to bear
- when asked why I was leaving I told them partly due to terrible customer service and was met with a dismissive attitude and only to be told 'its all very well you say we need to employ more staff but its takes 6 months to train them'
- when advised I was moving to a faster internet provider and that sometimes had buffering streaming to my smart TV was told that it wasn't possible to use a smart TV, even though I had been using one with their service for 3 years! Again tone of member of staff was rude and dismissive and treated me like I was a bit stupid. They don't listen
- finally to top it off, I cancelled my direct debit when terminating my contract, which I advised them of. I have today received notification that they haven't been able to take payment of £4.52 for the settlement of my account and if no payment made within 14 days they will refer to a debt collection agency!!??
AVOID, TAKE YOUR BUSINESS ELSESWHERE
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2016-09-14
- Comments
-
Horrible customer support cant even get in touch with them ! My internet drops randomly without any reason,sometimes I don't even have internet at least 30min. I'm so disappointed. Not Recommended
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2020-10-13
- Comments
-
All of your worst nightmares. Beware of switching. Broadband worked reasonably well with Sky but since switching no TV, computer, wifi in house. Plus net detected a fault on the land line. BT and therefore not our fault. How often do providers seek to blame somebody else. It was absolutely fine the day before and the month before that and the six months before that. Why did I switch - I was promised seamless transfer, slightly faster speeds and marginally cheaper service. Deep regret.
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2016-11-14
- Comments
-
Plusnet broadband was reasonably reliable but as soon as things go wrong, they are shocking. Customer services are dreadful. On the phone to them every day pretty much for the last 14 days as my internet is down. They keep saying they will ring back and don't so I have to keep ringing up and can be on hold each time for up to 40 minutes only to get another 'We'll ring you back tomorrow'. I would NOT recommend them under any circumstances.
- Location
-
- Location
- Bath
- Reviewing
- Plusnet
- Date
- 2016-08-23
- Location
-
- Location
- batley
- Reviewing
- Plusnet
- Date
- 2016-02-16
- Comments
-
i joined plusnet before BT bought them out and they were fine , since BT the service is garbage slow speed on both home and workshop 5 miles away so cant be pc fault , what have plusnet done , nothing , and good luck trying to get hold of them without having to wait 40 mins
- Location
-
- Location
- battersea
- Reviewing
- Plusnet
- Date
- 2016-11-28
- Comments
-
Appalling customer service . I have just been on hold for 50 Minutes. Not the first time recently. Generally 30 minutes and then cut off.
Forget Plusnet.
- Location
-
- Location
- Battle, East Sussex
- Reviewing
- Plusnet
- Date
- 2019-10-10
- Comments
-
Still no broadband despite getting emails saying its now active. Two week after my go live date. Now told its another 5 days before it goes live. Been lied to by the support staff who tell you they will ring back but never do. Wont discuss compensation and they have not joined the automatic compensation scheme so I will have to fight for it. AVOID.
- Location
-
- Location
- Beckenham
- Reviewing
- Plusnet
- Date
- 2015-10-21
- Comments
-
We were originally with Talk Talk when we signed up with Virgin to get a better deal. However, despite several texts from Virgin confirming they would be attending for the installation, no one actually turned up! Were very annoyed especially as my husband, who was very ill with the flu at that time, spent the day moving furniture, taking stuff off of wardrobes etc., so that they could run the cables. Decided to stay with Talk Talk who informed us that it was "too late to cancel the cancellation" and disconnected our broadband and telephone line the next day. Bit annoyed with Talk Talk and Virgin so signed up with Plusnet. Very smooth from start to finish. They reconnected our phone line the very next day. Had to wait a couple of weeks for fibre optic broadband to be installed as they were fully booked, however, on the day of the installation the engineer (who was very nice) turned up at 8.00am ringing beforehand to say he was on his way. Throughout the 2 week wait for the broadband we received regular texts and emails with updates. Since having the service installed we have had absolutely no problems with the broadband or telephone. My only slight niggle was that I had to ring them a couple of times (once to get the caller display added to the phone and the other time to confirm they would still be coming to install as Virgin made me a bit paranoid)and had to wait about 50 minutes on one occasion and about 35 minutes on the other before I got to speak to anyone. However, as the calls are free I just got on with my life whilst having the phone on loudspeaker. Once I did speak to them, they were very pleasant on the phone and actually sounded like they knew what they were talking about. All in all I am very pleased with their service and would definitely recommend them.
- Location
-
- Location
- Beckenham
- Reviewing
- Plusnet
- Date
- 2016-10-08
- Comments
-
I joined plusnet mainly because of their good customer satisfaction about 2 years ago. I am afraid they are now rubbish. I have been trying to get through to customer service over a week now. I often give up after waiting for over 30 mins. Repeatedly using the storms in the Uk as an excuse for their inefficiencies. I am afraid Plusnet sucks. Looking for another provide!!!!!
- Location
-
- Location
- Bedale
- Reviewing
- Plusnet
- Date
- 2017-11-29
- Comments
-
I can only echo every bad review. When after 30 minutes plus to make contact they will tell you anything to get you off the line and then you find out once again it is just a pack of lies. Advertising standards should check their adds as they are totally misrepresentative of the service they give.
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2014-01-27
- Comments
-
Plusnet / New Call Telecom - the epitome of FALSE ECONOMY - you'll be attracted by their offer of cheap broadband... However, my experince from that point on has been nothing but pure disappointment... It took them over a month to send a BT engineer to my property to work out there was a fault on my line - cue huge bills from having to surf the web at coffee shops or on my 3G phone... In one month I went over my download usage limit - I was asked to pay 50% (immediately by debit card) of the capped over usage to clear my account - which I dutifully did. How annoyed I was then to next month receive a Direct Debit from my bank account of almost £100 - equivalent to approx. 6 months of what I would expect to be billed. It transpired that despite the previous call where I was informed of the over usage and I cleared the account AND asked for my download limit to be increased to 'unlimited' they had only succeeded in taking my payment by debit card - they had not in fact increased by download limit to unlimited, NEITHER had they allocated my payment - meaning I was in effect being double charged for something which should have not been allowed to continue.
As I type this a month has elapsed, countless hours of phone calls and promises made which appear to come to no fruition when the promised refunds fail to materialise in my account. At the last call I have just made I have been promised a full refund into my account NEXT month - but I hold no hope - it's been promised before and not happened. My money is still with the company - in effect being held to ransom - all the while they continue to extract monthly direct debits without sign of recourse. In a nutshell I've overpaid at least 3 times what I thought I was going to be billed (to date) when I first took out the contract. If i were you I'd go for one of the big name reliable companies that won't leave you more out of pocket than you thought you would be.
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2018-02-07
- Comments
-
This company are so simply not worth dealing with . Their customer service skills are appalling and they only know the reply to your query as being "you have agreed to the contract " funny that as you cant try their product before paying. They have messed up all the DD mandates , sent letters requesting payment , restricted services yet they had taken the money. After this contract has expired will never use them poss because part of BT that may be another negative too.
Customer services well that is a joke they never call back and even the senior management never return calls maybe that there is indeed no senior management anyway? Quite simply they do not do what the say , never return calls and simply run a managed list of quotes off a calling sheet to deflect the issue and absolve themselves of any responsibility to the customer . hope the loose the business and go bang . I would so definitely recommend Vodafone never had a issue
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2019-12-14
- Comments
-
Been with plusnet since August,had the tv didn’t work properly after me messing about trying to fix it they sent a service guy.you have to much signal strength,didn’t know you could have that .he fitted 2 attenuators and was gone in a flash didn’t sign any paper work.but the picture still kept braking up,so I told them to take off the service cost me £65 for his call out plus £27 early termination.after 23 years with cable tel/ virgin this companies service is cheap and there’s a reason that,be very careful in moving to them.
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-12-08
- Comments
-
They say that you get what you pay for but, even though Plusnet are relatively cheap, they manage to underachieve as a low cost provider.
World's clunkiest email "service" constantly crashes and, even when it is working, it is unbelievably slow.
Don't attempt to contact "support" unless you have hours to spare and want to be palmed off.
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-05-19
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-04-19
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2018-03-27
- Comments
-
In my honest opinion. Trying to be totally fair. Sky gave me better performance and support was just as good as Plusnet. To sum up my plusnet experience in one word.
Rubbish. Yes total rubbish
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2015-02-03
- Comments
-
Appalling support.
Opened a slow connection ticket in Dec 14, its now Feb 15 and nothing has been fixed, they blame BT who say there is an issue but they can't find it and that' all they can do!
Ticket goes unanswered for weeks at a time despite being chased by myself.
Avoid Plusnet.
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-12-21
- Comments
-
Was connected on time for Christmas customer service updated me every step of the way so far so good.
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2018-02-10
- Comments
-
This company should use the motto of "We do you over proudly" There service is awful and there is absolutely no customer service or ability to deal with any complaint or issues what so ever. I would rather walk five miles to talk to someone in person than use their rubbish service avoid at all costs
- Location
-
- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2015-07-08
- Comments
-
ONE STAR IS FA A A A R TOO MUCH
---2015-7-08---
Called them to complain...AGAIN... about their useless ISP service...
Call lasted 37m41s on my cellphone!...
RESULTS!... TOTAL WASTE OF TIME!...
Called a couple of times in the past few months...
Expected call waiting time is ALWAYS at least 15m...
I believe it is kept at this so people will just not waste their valuable time waiting for them to answer... (crafty plan?)
Then they ask you you a tring of annoying questions
"Just to justify they are speaking to complainer!!"
Yes I am spending 31minutes 41seconds mobile time because... well I've got nothing better to do...(while my ISP is not working)
Then they make me go through all the technical connecting, disconnecting, changing routers and telling me to move my original router to the main telephone box to check it there (which would involve a lot of office furniture moving)
and if I don't and they find a wire fault somewhere...
I WILL HAVE TO PAY THE CALL OUT!!...
THEY told me, about 2 months ago to move it in the first place...(didn't offer to pay me for my time and professional services)...
WHAT THE HECK DO I PAY A MONTHLY SUBSCRIPTION FOR!???...
I signed a contract stating that I would pay Plusnet a certain fee each month if they supply me with uninterrupted bandwidth 24 hours a day for each day of the month...
I am paying... FACT!
Plusnet is NOT SUPPLYING!... FACT!
"Breach Of Contract"... I certainly think so!...
- Location
-
- Location
- Bedford UK
- Reviewing
- Plusnet
- Date
- 2020-12-21
- Comments
-
Promised a reward card, not received. Called to enquire, I was told it was unavailable, my fault and there is nothing they can do. Absolute scam!
- Location
-
- Location
- bedfordshire
- Reviewing
- Plusnet
- Date
- 2022-04-28
- Comments
-
I have tried several times to query my bill. No-one picks up. There is no email address and chat has been stopped. So customer support is non existent
- Location
-
- Location
- Bedfordshire
- Reviewing
- Plusnet
- Date
- 2016-11-25
- Comments
-
Avoid if you are on a long line. Had years of reliable 3Mbps+ service from Demon Internet when I changed to Plusnet (for unlimited downloads). After six months is started dropping out with "LCP down errors". Two Openreach engineers and eight ADSL modems later I can hold onto a 2Mbps connection. And now it is costing me £30 to cancel this rubbish service (our village has been forced to organise its own internet provision).
- Location
-
- Location
- Bedfordshire
- Reviewing
- Plusnet
- Date
- 2018-11-22
- Comments
-
Avoid at all costs! Changing from a By fibre line (60/17Mbps) to Plusnet saw my speed drop to 37/10. After 10 days of contacting customer services, they managed to get to 40/16. However, they still cannot get me to my minimum guaranteed speed, never mind the speed I had (on the same line) as BT. This is now week 4 of contacting them. Customer service reps are very polite, but the resolutions just don't happen. Will be leaving ASAP.
- Location
-
- Location
- Bedfordshire
- Reviewing
- Plusnet
- Date
- 2016-09-01
- Comments
-
I've been with Plusnet for years, I mean many many years now, and until now I was a happy customer. Even when they cut off my neighbour by mistake in my previous property, which delayed my broadband connection even further, I still liked them!
I don't often post negative reviews unless a company really get's my back up. And whilst I've had many a happy year with Plusnet, they've recently managed to irritate me over a quibble of a cancellation fee. It's sad that I never reviewed them when I was happy with them, but needs must.
I honestly think Plusnet customer service is slowly getting worse. Years ago it was impeccable, but possibly since BT took over the reins things have started to take a turn for the worse. You see I cancelled my old broadband/phone package mid-July and we agreed it would end 2nd August. It was a piece of cake to cancel, and I didn't feel pressured to stay in the slightest - which is good - but at the time I got no mention of the dreaded cancellation fee. Now was that because I mentioned I was probably going to sign up again? I don't know, all I know was that If I wanted to transfer my service from one house to another, they weren't going to offer me any deals, yup absolutely NONE! So after weighing up the options I decided to cancel so I could sign up as a new customer and take advantage of their current deals, and at no time was their ANY mention of that cheeky cancellation fee. In fact, he made out that my standard monthly broadband/phone fee was the last I would be paying.
So throughout August I started to receive a load of emails and texts from Plusnet claiming a random fee of £19.30 is due, I quote: "To avoid any restrictions to your service", ummm, but I cancelled it, so you should have restricted it when you said you would, by cutting it off!
So I took a look at their website as I thought it was all very strange, I even discovered the cancellation fee section, but the figures on the site weren't matching the figure I was being quoted, so surely it can't be that?
So today (1st Sept 2016) I finally called them up. Their representative confirmed it was indeed a cancellation fee, but he couldn't tell me why it had been apparently discounted. Perhaps it's a loyalty discount he said, seriously, do they not keep track of what's going on (although I'm guessing from my need to rant that they don't).
So I tell them to listen back to the recording of my initial conversation when I cancelled - we all know they record them after all. I explained that there was no mention ever made. He then went off to speak to the powers that be, and came back and gave me the ultimatum that got my back up, "if it's not paid they will take action and cancel my new account." At no point had I said I wouldn't pay, I was just querying what it was, why it wasn't the standard cancellation rate, what on earth was the discount (even though secretly we all love a discount), and can he just confirm that it was ever spoken about.
Anyway, nothing like a subtle threat to get you weilding your credit card. We all know the world is our oyster when it comes to home broadband. It would appear the toss up I had between Vodafone and Plusnet ended up with me signing up to the wrong company. We all know it costs a company more to attract and sign up new customers than keep the old ones happy, but obviously Plusnet like to make things challenging for themselves. So, if you're signed up with Plusnet and want to cancel, make sure you record the conversation to protect yourself as if no mention is made of such a fee you'll have covered your back unlike me.
Oh and lastly, Plusnet if you read this, you need to change your recorded message, because it explicitly says you WON'T take payment over the phone, and yet your representative wasn't aware of that as he happily took my money over the phone! Oh dear oh dear
- Location
-
- Location
- Bedfordshire
- Reviewing
- Plusnet
- Date
- 2016-08-12
- Comments
-
please do not touch this company with a barge poll. I ordered broadband and telephone service on 26th July. I had to pay for this privilege. 8th August this was meant to go live. The router was only dispatched Thursday. I still haven't received it. I spoke to the supervisor and he said he would order me another one someone has checked the notes and it hasn't been done. 12th August I still haven't received and they just don't care
- Location
-
- Location
- Bedlington
- Reviewing
- Plusnet
- Date
- 2016-02-02
- Location
-
- Location
- Beds
- Reviewing
- Plusnet
- Date
- 2016-03-03
- Comments
-
The worse broadband supplier I've ever been with. Billed for a fibre service I didn't receive for 2 months, plusnet disconnected me to fix a line fault and gave my fibre line to another customer and told me I would have to wait 2 months until more lines were available.
Plusnet also managed our switchover from sky.... they failed on this part too as we were faced with letters threatening court for not paying our last 3 months of sky bills, when we were no longer sky customers.
Customer service is an absolute disgrace, hold times on phone are 40 in+. I am sick to death of being fobbed off and told different nonsense by each of the multiple engineers that have attended to fix a fault that we have had for 6+ months, that still has not been rectified. Also extremely annoyed at plusnets rules on not being allowed to be connected through to a manager when you have a complaint. I have been promised so many call backs but often have to call again and chase up my callback from a manager.
Avoid this company at all costs, they certainly do not have thir customers at heart.
- Location
-
- Location
- BEDWORTH
- Reviewing
- Plusnet
- Date
- 2018-09-03
- Comments
-
I can't fault them. Changeover was no problem and efficient. Easy to contact if necessary. Hope this all continues. No reason to think otherwise at moment
- Location
-
- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2018-09-17
- Comments
-
was very happy with Plusnet up to 2 months ago, now i can not watch anything online. pages keep crashing, has got so slow and unreliable. as for getting in contact with them, easier to chat to God, canceled my BB with them and have now gone elsewhere. just 3 weeks of their rubbish service till new BB starts up. roll on the 1st of October
- Location
-
- Location
- BELFAST
- Reviewing
- Plusnet
- Date
- 2021-11-26
- Comments
-
Shocking treatment from Plusnet, having been with this company for nearly 6 years they cut us off without warning due to their incompetence. Left without Internet and landline for 8 days now and they phoned mobile yesterday to inform us we can't be reconnected - something to do with copper fibre. Going to have to wait 10 days now for a new provider to install and we will lose our landline number also. I work from home and it has been an absolute nightmare. I would avoid Plusnet at all costs, conflicting versions of why we got cut off by different members of staff. Not truthful.
- Location
-
- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2020-06-16
- Comments
-
Appalling service! Left with no broadband for 2 months..
Anytime I tried to call them I was sent to this person and then that person having to explain multiple times. I called 1 May to disconnect my broadband this I found was not done so I called again in June they then demanded I pay a months bill even tho they did not cancel it was instructed to.
I was called a liar harassed & sent threatening emails about
Adding more moneys on to a bill I should never have been sent in 1st place. Company is a joke. Save yourself the time
& money & go else where.. the broadband froze and we lost days were we couldn’t even watch tv. I called to complained nothing was done. A bunch of imbeciles.
- Location
-
- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2020-03-11
- Comments
-
Absolutely terrible experience with plusnet. I was told that I would receive £75 cashback upon signing up with plusnet (on a recorded phone call). After signing up and FIVE phone calls over the space of 3 months plusnet kept insisting that the cashback cheque would arrive soon. After this I began written correspondence and they began to claim that I had signed up online and there was no cashback offer that I was eligible for (effectively accusing me of lying). I replied that this was not true and sent a list of dates & times of all phone calls, requesting that as they were recorded conversations I wanted them to be listened to otherwise I would be referring the case to Ofcom. Someone got back to me a few days later to apologise and say that after listening to the phone calls my cheque was in the post. To have to chase this up for 3 months and then be accused of lying was infuriating and exhausting and all-in-all a terrible experience in terms of their customer service.
- Location
-
- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2016-12-05
- Comments
-
If you have a problem this is where the problems start. The customer service is poor. Many times it is almost impossible to speak to someone unless you are willing to wait on the phone, waiting times of up to 30 minutes is not unusual.
- Location
-
- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2018-05-18
- Comments
-
charged me paying by card because they chose not to take it by Direct debit.
Speed/ reliabilty was real issue.
Now that iv left them and another broadband company is using the line, PLusnet is still taking a monthly payment from me!!
- Location
-
- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2014-10-09
- Comments
-
Terrible ISP, told our broadband would be active within 7 days... 2 weeks on still waiting!! Takes over 20 mins to get through to an advisor or aren't properly trained, give you false information and are quite rude! Would not advise joining as we are planning to leave as soon as contract is up!
- 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.