3,751 Customer Reviews over 94 pages
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- Location
- Tile Hill
- Reviewing
- Plusnet
- Date
- 2022-02-22
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2022-02-19
- Comments
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I thought BT was bad but these are supposedly a better company customer service wise, I cannot even go on eBay as it won’t load a photo, the broadband service is absolutely diabolical and the customer service the same! They are a complete shambles, all they want to keep doing is upselling! The broadband was great for the first month then every week it gets worse and worse cannot even watch a tv programme on Amazon prime, these company’s disgust me that they keep taking money but are not interested in giving you a service you are paying for.
- Location
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- Location
- West Midlands
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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We went back to Plusnet after our contact finished with another provider, wish we hadn’t have bothered, speeds and reliability are absolutely useless, drops out constantly, takes ages to load, it’s useless. You ring CS all they tell you to do is switch your router off blah blah, not a permanent fix. It’s that bad i spend most my time using my mobile data, i’ve even increased my data so i get consistent broadband. Oh I live in a town and not the sticks so no excuse, I cannot wait to get rid of them.. take my advice don’t bother.
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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Terrible absolutely terrible customer service is ZERO they bill you for a service you don’t use and when you want to leave it’s like hotel California you can check in but can’t leave. It really deserves zero stars I can’t tell you how much I utterly hate this company and it’s staff are disgusting liars. They lie and lie and lie as to what was discussed only ever contact them via messages as they will deny anything they said on the phone, I hate them with a passion I thought lost to my youth.
- Location
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- Location
- OXFORD
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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I decided to swop providers based on the excellent reviews by 'Which' which is usually my gold standard. I run a business and essential to have a smooth transition. smooth it has not been, it has been the worst experience I have ever had with a provider.
There was initially a four day delay in my getting any internet provision at all, I was cut off from my original supplier four days before the new router was sent out. This was a nightmare, I was trying to run my business including already set up online meetings , plusnet simply said that it was on its way. What a shamble!
It was not an easy process setting up the new system although to be fair the support line was excellent.
I had hoped then to put there behind me and move forward with my new system, this has not been the case, each day wince the set-up I have had periods in which I have been unable to access internet, this in random and several times in the middle of an online meeting.
I have reported this and am told that it is being investigated and nothing more they are able to do until they find the fault.
This is a total shambles and I have asked if I can return to my old supplier, I am told that this will be a breach of contract and I will be required to pay a fee of over £100.
I am beyond words, all I can say to anyone reading this review is do not go near this provider, they are simply the worst.
- Location
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- Location
- Uk
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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Shocking customer service and a nightmare system of tickets and questions all controlled by plusnet. Big mistake switching to plusnet
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2022-02-14
- Comments
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Worst Customer Service. Their agent is rude. I can't believe she was allowed to work there with that bad attitude. Avoid at all cost!
- Location
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- Location
- Radlett
- Reviewing
- Plusnet
- Date
- 2022-02-13
- Comments
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Constant over charging .Broadband is rubbish signal not strong enough .
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-02-11
- Comments
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Awful customer service. I've recently switched providers because of Plusnet's slow broadband speed, unacceptable delays in fixing faults and despite my switch to a different provider I'm currently on hold for 20 mins (my third attempt today to reach them) on Plusnet's customer helpline to get them to cancel an incorrect invoice. Plusnet have admitted in writing that the invoice is incorrect but I just can't get their billing department to stop chasing me for payment. If they don't pick up within the next 30 mins I will report them to the ombudsman. In the meantime I'm leaving bad reviews on any website I can find to prevent others from making the mistake of signing up for Plusnet.
- Location
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- Location
- Wales
- Reviewing
- Plusnet
- Date
- 2022-02-10
- Location
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- Location
- South Yorkshire
- Reviewing
- Plusnet
- Date
- 2022-02-09
- Comments
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Absolute garbage. Lost count of the number of times it says the Internet is connected but doesn't work. If the power outs, it never works again once switched on and we have to go through the faff of phoning Plusnet to reset the service which is never a quick fix because customer services can never quite grasp that their steps don't work with our router (Aisus). Not compatible with Google WiFi. Cannot wait for our contract term to end. Nightmare from start to finish.
- Location
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- Location
- Cambridge
- Reviewing
- Plusnet
- Date
- 2022-02-09
- Comments
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Gone from 5* to 2* from my opinion.
To be honest they have gone from being ace to just bellow average. I will leave at the end of my current contract - I would have done so already but couldn't because of personal reasons. They have just become one of the average crowd of suppliers.
My recommendation would be to avoid.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-02-01
- Comments
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Plusnet failed to mention when I signed up that I would not be able to get you view.
This is important to me. To try and get help on line is very difficult and any answer I do get doesn’t answer my question.
Definitely a company to steer clear of.
- Location
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- Location
- Dunfermline
- Reviewing
- Plusnet
- Date
- 2022-02-01
- Comments
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Unsatisfactory.
Speed isn't great. Monthly cost keeps going up. Reliability is poor.
Only guarantee is you'll lose coverage when you need it most for example weekends or evenings when you're most likely to need it.
Very disappointed. Changing provider tomorrow.
- Location
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- Location
- Lowestoft
- Reviewing
- Plusnet
- Date
- 2022-01-27
- Comments
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Worst Internet provider by a country mile.
I was informed by customer service to go and buy my own router if I wanted better WiFi coverage around the house.
Still no better, constantly cuts off and getting online via WiFi at peak times is a nightmare.
Avoid plusnet at all costs.
- Location
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- Location
- Kirkless
- Reviewing
- Plusnet
- Date
- 2022-01-25
- Comments
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terrible speeds, terrible service, constant high packet loss. absolutely shocking.
- Location
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- Location
- Carlisle
- Reviewing
- Plusnet
- Date
- 2022-01-25
- Comments
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Sorry to be a party pooperon this forum of slagging off your ISP, but I have been a Plusnet customer for about 5 years and have just renewed. They are a little cheaper than BT and their router is a hand me down from that company. However their service has improved considerably over the years. I still use their original IEC modem which is connected to a sinology router. I get consistent high speed and have had no issues apart from when we had a power cut and the Synology router went off piste, but Plusnet tech helped me sort the problem even though it wasn't their router. So I can recommend them. So there.
- Location
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- Location
- LLANELLI
- Reviewing
- Plusnet
- Date
- 2022-01-24
- Comments
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had contract with them for 2 years geting about half download speed stated on my contract switched to sky better deal and getting advertised speed also charged for finishing contract one week early avoid plusnet had talk talk and ee before but no one as bad as plusnet
- Location
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- Location
- Reading
- Reviewing
- Plusnet
- Date
- 2022-01-22
- Comments
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I would advise against taking a contract with them. I am alone using the broadband, and still having issues. Netflix keeps disconnecting as I use it via Google Chromecast. Teams call for work are poor quality and often need to switch video off.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-01-12
- Comments
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An absolutely terrible experience from this incompetent company.
We moved into a new property in November and booked a connection slot for a fibre order in advance. Despite calling for updates, we still weren't connected a month later. I was told that it was Openreach's fault and they hadn’t booked us in.
Openreach actually visited our property a few days after to connect us to the cabinet but when I called Plusnet, due to their sheer incompetence, they told me I couldn't have Fibre and couldn't be connected at our property. When I asked what the engineer had been doing in my property if not connecting me to fibre I was told oh, something else.
Following this exchange and what had already been a month of waiting and additional delays I cancelled my account with them. In the end I switched to EE (both owned by BT) but miles apart in terms of the helpful, prompt customer service I received. Although we had to wait a few more weeks for the EE connection, I asked if I could have unlimited free data to hotspot while we waited for our connection and it was absolutely no problem - they were super helpful. When an engineer came back out to connect us to EE before Xmas - he found we were already running fibre to our home (!) Exactly what I suspected, despite Plusnet telling me otherwise…
I couldn't recommend EE highly enough and though we're on the standard broadband now (due to Plusnet's mess-up with the fibre) I've got total peace of mind and feel like I'm dealing with a quality company. They even discounted my mobile bill.
A final detail - we are still awaiting our £36.99 refund from Plusnet as of January… having just paid a petty £3.52 for the 'service' we (didn't) use in November/December. What a joke. I fully expect my 36.99+3.52 refund but am sure I'll have to call a few more times to get it.
Avoid like the plague and go for a proper provider - BT, EE, Sky etc.
- Location
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- Location
- Horsham
- Reviewing
- Plusnet
- Date
- 2022-01-11
- Comments
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Worst service - winners of the Wooden Spoon. In case there is an issue that you complain about, they will take a month to fix - this is written in the contract. In my case, they had restricted the broadband to a lower speed inspite of charging me for higher speed - when questioned, no word of apology or anything. You are tied in 18 months contract to cant do anything. Very unreliable speeds. Why do review sites not have less than 1*.
- Location
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- Location
- Altrincham
- Reviewing
- Plusnet
- Date
- 2022-01-02
- Comments
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I switched to Plusnet after many years with ee, we had issues with ee's service but nothing like the issues with Plusnet. When you can get their attention they say that they will check out the speed, spooling and dropping out of signal issues and then dont. An engineer did visit and said there was a fault outside our property, but it wasn't followed up. Plusnet doesn't seem fit for purpose, I'm off as soon as the contract finishes in March, I don't know who to but by God I'm off.
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2021-12-30
- Location
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- Location
- Horsham
- Reviewing
- Plusnet
- Date
- 2021-12-30
- Comments
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it's a shame I can't give 0 stars. This is probably the worst broadband provide I have ever had. Their internet connection keeps dropping, wifi wors just by the router, nowhere else, but Plusnet won't give you any compensation or solution. Instead, they offer you commitment for another 12 months and advise you to buy a signal booster! Well, I didn't need anything like that when I had BT! I just spent almost an hour on the phone and got nowhere. Can't wait to get transferred to my new broadband provider.
- Location
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- Location
- Sheffield
- Reviewing
- Plusnet
- Date
- 2021-12-30
- Comments
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Do NOT attempt a house move with this shower! Gave notice on 3rd Dec that we were moving on 17th Dec. We were assured 2 weeks was plenty of notice for a smooth transition, particularly as the new property was already being supplied by Plusnet. Moving day came, hooked up router in new house as instructed and all worked fine. Excellent...we thought.
Roll on 3 days to 20th Dec and all goes dead. Rang Plusnet to be told transfer had never happened and we had actually been inadvertantly accessing broadband through previous occupants account, which had now been closed. Told we would not be activated until 29th - so 12 days late.
Turned to the forum for support only to be offered a smug, patronising response that it is "Boones fault", "would happen with any provider" and is "logical" that the previous occupant would cease their account. Also that we should really be grateful our order hadn't been cancelled as this is typically what happens when an account is closed. All well and good, except our service should have started on 17th as agreed so what the previous occupant then does on 20th has zero bearing on us.
Activation day arrives (29th) and nothing happens (surprise, I know). Ring customer services again to speak to a rather confused young lady who repeatedly advised us "not to ring back" as broadband would be automatically activated some time before midnight and they would contact us (don't call them).
Today (30th) no promised broadband and orange light on router. Provisioning team say order is complete from their end. Technical team are only able to read what it says on their screen - "connection failed, book engineer visit". Not able to give us any indication why an engineer is needed given the property was clearly being supplied by Plusnet before we moved in. So we await the engineer visit, some time between 8am and 1pm tomorrow (Possibly. If Plusnet have actually communicated this to the engineer, the engineer can be bothered and doesn't forget).
We have so far been offered a woefully inadequate "goodwill gesture" of a month's free broadband. Given we haven't actually had any broadband for the 2 weeks since moving in, that is basically offering us 2 weeks of broadband (assuming we are even up and running in the next two weeks). If Plusnet belonged to the automatic compensation scheme, which it chooses not to be as they are avaricious rather than customer-focused, we'd be eligible for £8 per day they have failed to supply (currently 13 days and counting).
So we've had a Christmas with no internet, TV or streaming services (subscriptions we are now out of pocket for). No video calls with family during a pandemic. Two mobile phones which we have had to fund with extra mobile data. And the prospect of working from home looming again as of next week, with no broadband. No other utilities are cut off during a house move. Why is broadband? Why can noone explain what an engineer is actually required to do?
It's an absolute farce and not over yet. And the very worst part is the lack of customer care. These people are utterly incompetent and don't give two hoots about it.
- Location
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- Location
- Aylesbury
- Reviewing
- Plusnet
- Date
- 2021-12-27
- Comments
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I have had difficulty getting signal where I live. I spoke to
Customer service who were so unhelpful. Asked to speak to a supervisor or manager that told me what would happen yet never did!!! Stay away from plusnet…..
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-12-10
- Comments
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I am quite surprised at all the complaints about plusnet. I have been with them since 2005 and used to have a separate telephone provider. A couple of years ago' I decided it was cheaper to have just one supplier, so moved from the Post Office. In line with the industry [sub]standard, customer services if 'bad'. I am happy with the connection speed and don't experience any drops, BUT every now and again the email server seems to go offline - it does NOT affect the internet - and I have to wait a day or so for it to come back. This is not a problem since it is not my main account. My contract is up for renewal and I shall be sticking with them because everything else is so much more expensive for this light user who makes next to no phone calls from month to month.
- Location
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- Location
- Ashington, Northumberland
- Reviewing
- Plusnet
- Date
- 2021-12-03
- Comments
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Contacted Plusnet to move my home Broadband from TalkTalk. Explained I only had a 14 day cooling off window with them to move before I would be tied to a new 18 month contract. This was noted and assurances given that this would be done. Plusnet also took payment for the first month. I heard nothing from either provider for over a Month and I am now stuck in a contract with TalkTalk that I did not want. I contacted Plusnet who were obviously very sorry and confirmed nothing had been done . The Customer operator organised a refund and transferred me to the complaints department to make a formal complaint. The complaints operator sounded like she had just got out of bed and told me to do it online Absolutely disgusting service from start to finish . Avoid this company.
- Location
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- Location
- Ashington, Northumberland
- Reviewing
- Plusnet
- Date
- 2021-12-03
- Comments
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I contacted Plusnet to move my home broadband from TalkTalk and explained that I only had a 14 day cooling off period before my new 18 month contract started and as long as Plusnet made contract with TalkTalk I would be fine to transfer without paying a leaving penalty. This was duly noted and the first month's line rental taken.
I did not hear from either broadband providers for 3 weeks and then a bill from TalkTalk at my new contract rate. I contacted Plusnet and they explained that they had done nothing and were very sorry. A refund was organised and I was transferred to the complaints team to make a formal complaint. The young lady sounded as if she had just got out of bed and that I should make the complaint online. Disgusting service with terrible customer support. Avoid.
- Location
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- Location
- Leicestershire
- Reviewing
- Plusnet
- Date
- 2021-12-02
- Comments
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I don't rate Plusnet at all, and wont be using them again.
- Location
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- Location
- Ipswich
- Reviewing
- Plusnet
- Date
- 2021-11-30
- Comments
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This is the worst of all Broadband providers I had to deal with. Broadband speed is below recommend OFCOM speed guarantee. Even when writing this review I am using my mobile data. The customer service is for themselves I gave up on calling them , the one thing I did not give up on is to review there services so less of us end up with lengthy contract and horrendous contract the better.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-11-30
- Comments
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The connection was dropping constantly, the speed was half of what was contracted. Would not recommend it to anyone.
- Location
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- Location
- Llandudno
- Reviewing
- Plusnet
- Date
- 2021-11-30
- Location
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- Location
- HIGH WYCOMBE
- Reviewing
- Plusnet
- Date
- 2021-11-26
- Comments
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Reliable broadband but horrible 'customer service'. They have been charging me between £4 and £55 for the past 10 months without explanation and, apparently, they "don't have a complaints department." They have taken money from my account in breach of the Direct Debit agreement on several occasions and charged me for broadband when I couldn't use it for 3 weeks because of their ineptitude. Avoid.
- Location
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- Location
- BELFAST
- Reviewing
- Plusnet
- Date
- 2021-11-26
- Comments
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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
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- Location
- Pike
- Reviewing
- Plusnet
- Date
- 2021-11-22
- Comments
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DO NOT,I repeat DO NOT enter into a contract with Plusnet, they are no better than scammers.
When I queried an overcharge to my account they said it was for phone calls to premium rate numbers......I dont have a landline phone.
Three months into my contract the price has increased by inflation plus 3.9 %, apparently this is an annual increase so I can expect it to increase again in March.
When I looked at their broadband offers for new customers the same contract is being sold for less than I originally paid and they unwilling to do anything for me. So I say yet again DO NOT ENTER INTO A CONTRACT WITH PLUSNET.
- Location
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- Location
- Luton
- Reviewing
- Plusnet
- Date
- 2021-11-19
- Comments
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Switched few months back and still regretting, customer service is not helpful.. had switched once before but didn't have current experience.
Broadband drops frequently and they have the worst router from which I don't even get proper signal upstairs. Can't wait for the contract to finish.
- Location
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- Location
- Bolton
- Reviewing
- Plusnet
- Date
- 2021-11-18
- Comments
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Worst internet I have ever had
Keeps locking up and price keeps going up without any increase in broadband speed. Will not use again
- Location
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- Location
- KENDAL
- Reviewing
- Plusnet
- Date
- 2021-11-17
- Comments
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It's really slow but only if you're lucky enought to actually get a connection. Quite possibly the worst ISP in the country.
- 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
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.