3,751 Customer Reviews over 94 pages
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- Location
- Oxfordshire
- Reviewing
- Plusnet
- Date
- 2015-06-17
- Comments
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Plus net has a bad reputation in my area, speeds vary from 0.01mbps down, to a whopping 1mbps on a good day. Ping is around 300 to uk servers, upload of 0.05, virtually non existent and extremely expensive. It's all our fault, despite a payment towards a new router, and nothing wrong on our side.
- Location
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- Location
- East Devon
- Reviewing
- Plusnet
- Date
- 2019-09-27
- Comments
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Started out fine with about 36 Mbs on a 39 Mbs service and over time dropped to less than 20 Mbs with a 32 Mbs threshold. Then went for faster service when renewal came up and it got even slower - not faster. More engineer visits and as before OK for a while. My service threshold on 'new contract' for the 'faster' service had been lowered to less than 25 Mbs. Went back to 'slower' service and after a visit or two more, back to 36 Mbs, but still on a sub 25 Mbs threshold and after three months it is now down to just over 25 Mbs. I can't wait for it to drop that extra 500k! I realise that the 'wholesale service provider' is the real culprit, but why should I be paying the same for 2/3rds of the service?
- Location
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2020-06-16
- Comments
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Do not trust this awful company.
I was unhappy with Plusnet, because they always used to call with better deals and appreciated your custom and that is why I originally stayed loyal to them. After many years of being on contracts, I had foolishly allowed a contract to lapse, no call or email from Plusnet with an offer for a better contract and I was paying full price plus paying the line rental saver.
when I realised I was paying over the odds for my broadband I gave Plusnet a call. They offered a rubbish package with only a £5 saving for 18 month, in fact they first tried to tie me in for 24months, which was no good as new customers get a far better deal with line rental saver thrown in.
I almost went for it, but after a quick discussion with my husband, we decided against it.
I asked the representative to not to go ahead with the 18 month contract and cancel it as I felt I would prefer to leave when the line rental saver was almost up and not be penalised for leaving.
I have this call recorded thank goodness!
I have just received a bill for £102. They told me I was signed up to an 18 month contract! So even though they could see I was not receiving any reduction on my bill, they charged me the same amount as a non contract customer, then they have gone ahead and penalised me for leaving.
Off to the Ombudsman I go with my recording! I am disgusted with them, daylight robbers.
This company went downhill many years ago, poor customer service, rude staff, drop outs in connectivity, higher prices. I did not want to stay with them any longer, I think they are despicable trying to take penalty payments for a contract I was never on, never benefiting from any reduction in price, they are scoundrels.
If I was elderly, this would still be happening. You would think companies would tighten down on this bad practice, especially during the Covid tragedy. Yet they would seek to rip off a loyal customer of seven years.
I repeat, Do not trust this awful company.
- Location
-
- Location
- uk
- Reviewing
- Plusnet
- Date
- 2016-11-08
- Comments
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I can't comment on broadband performance because we didn't get that far. Twice I tried to sign up online and both times it crashed. I should've listened to the alarm bells ringing. Then they altered the time of the installation. Finally I get my welcome letter with all my details wrong. I should say that I gave up my online application in favour of speaking to a human being so I know I gave the right info. But details can't be changed, apparently, without cancelling and starting all over again. No thanks. You've just lost another customer through sheer incompetence and bad service.
- Location
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- Location
- leicester
- Reviewing
- Plusnet
- Date
- 2014-03-31
- Comments
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AVOID AVOID AVOID AVOID DO NOT GO WITH PLUSNET... I recently moved from talktalk to plusnet with the promise they would be faster and would be hassle free switch, on the day of the switch talktalk stopped the internet as they should but plusnet did not start the internet I rang them and after a 45 min wait spoke to a man who kept putting me on hold for 5 mins at a time and came back with no answers, in the end it took over a week to restart my internet as plusnet state: WE DID NOT HAVE A LINE TO PUT YOUR INTERNET ON... surly this line should have been held when we paid which was 6 weeks before we even moved over to them. we was promised speeds between 3-5 as talktalk was only 2.. currently my speed is not even 0.5 rang them and after waiting for nearly an hour to speak to someone was told they would look into it.. 2 weeks later still waiting on a reply... we are currently trying to get out of our contract as they have breeched speeds they promised... I will advise anyone to get out of it THIS COMPANY IS A COWBOY NEEDS TO BE SERIOUSLY LOOKED INTO... I was told they had won awards for customer service however I seriously do not know how they have done this because eberyone I speak to does not have a clue about what im talking about and everytime I speak to someone I just get fobbed off with another excuse...
- Location
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- Location
- South West England
- Reviewing
- Plusnet
- Date
- 2017-04-27
- Comments
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Switched from BT to plusnet and what a mistake that was. The day my broadband went live, I plugged in the router and the light was blue signalling that it was working, however whenever I tried to access any website I was taken straight back to the hub manager and told that everything was working fine. So I called Plusnet, waited 50 minutes for my call to be answered, the lad on the phone said that they don't have enough staff at their callcenter to take calls quickly enough, not his fault and I respect the honesty. Anyway after trying everything they suggested which I had already done multiple times, I was told that I needed an engineer to come out to address the issues, which I had to pay for! I declined that and I said that I wanted to cancel my service, but as I had to wait almost an hour for my call to be answered I was told that department was closed and I had to call back the next day, so I did, after another 45 minute wait I was then told that it would be £240 to cancel my contract with Plusnet as I had gone one day over the 14 day cooling off period, but I hadn't even had my "service" for a full day! Eventually I was told that I could cancel and not have to pay, but I was then told by another "team member" that in fact I was lying and that no one told me I could get out of my contract for free, I was then threatened with being taken to court and to have debt collectors come to my house but I explained that they original called were recorded and that I wanted to speak to someone more senior. I was told I would be called back within 24 hours, no call for 4 days until I had to call again and wait 70 minutes this time to get through. I had the router plugged in for 3 weeks and the problems never resolved themselves. Went back to BT and the difference in their product and customer service is night and day.
I feel sorry for anyone who isn't tech savvy and who signs up for Plusnet on the basis that it's cheap, family friendly and "great customer service" as I was conantly fobbed off with "reset your router" or "change the wifi channel", which I had already done multiple times and I know what I'm doing.
Plusnet is cheap for a reason, don't buy into their stupid adverts. The big boys of the ISP world might not be perfect but they are a damn sight better than Plusnet.
- Location
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- Location
- Huddersfield
- Reviewing
- Plusnet
- Date
- 2022-11-20
- Comments
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Absolutely shocking internet connection, as soon as more than one device is connected you might as well not ever bother with the broadband as you'd get better connection living in 1200 BC. WILL BE GLAD TO LEAVE THE USELESS SERVICE AT THE END OF THE MONTH. GOOD F'ING RIDDANCE
- Location
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- Location
- Reviewing
- Plusnet
- Date
- 2020-01-28
- Comments
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They have messed up billing systems dont generate Bill's properly they owe u a refund and then refer accounts to debt agency's when they still owe u a refund
- Location
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- Location
- Anonymous
- Reviewing
- Plusnet
- Date
- 2022-10-12
- Comments
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Plusnet have not been reliable from the day we started using them. Having been using them for 2 years with hit and miss internet that would cut out constantly, we moved house and organised for our existing plan to move with us. We did this with plenty of time and notice. Once we had moved, we were only then informed that we had been sold the dream by a useless salesman and actually the plan we are on might not be able to work because someone needed to check if the correct fibres were in the ground. We’d then been without internet for 2 weeks, bare in mind we all work from home, and we’re told it would take another 3 weeks for the external engineer to come then another week for a plusnet one. When we asked to downgrade plans, the Plusnet representative on the phone was extremely rude and said we had to wait 10 days for the e plan to even be downgraded, before someone is even asked to come and fit the new internet. So although we’d been organised and informed Plusnet of everything with plenty of time, we’re now 2 weeks into a new contract with no internet and could still be waiting another 4 weeks before anything arrives. Go elsewhere.
- Location
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- Location
- Cheltenham
- Reviewing
- Plusnet
- Date
- 2016-05-13
- Comments
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Terrible and the tv adverts are crassly stupid and endlessly boring.
- Location
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- Location
- Romsey
- Reviewing
- Plusnet
- Date
- 2016-08-18
- Comments
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I live in a rural area so expect to have reduced broadband speeds but I do not expect to often have no broadband and occasionally have no phone line either. When things are going well I have a 1Mb connection and am unable to stream Iplayed etc. Although I have contacted PlusNet on several occasions they don't seen interested is sorting out the issues but are still happy to charge me a fortune for up to 38Mb broadband.
- Location
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- Location
- Oban
- Reviewing
- Plusnet
- Date
- 2022-04-10
- Comments
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The same history. Trapped by a contract with no escape from the fraud. I had the service working decently for 18 months, but needed to move home. After asking for my landline and broadband to be moved, just received a lot of congrats messages (you are connected!) But no connection at all. After two weeks of calling and obtaining vague answers, they cancelled my contract and started a new one during a phone call and said that this was necessary because the process of moving house was broken.....still waiting connection.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2016-07-09
- Comments
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I joined Plusnet fibre from Sky standard broadband as I was really keen to get a faster better connection. However straight from the off I noticed that although the speed was was ok in different places around the house the strength was terrible to the point where a very short video on Facebook was buffering. I have rung them and tried everything they suggested but the signal is still terrible and they are now suggesting that I purchase some boosters or use my old Sky router. Although they are polite on the phone they know I am tied into an 18 month contract and so I get the impression they don't care. If like me you mainly use wifi and are not intending using a cable to connect to your router do not go with Plusnet. I left Sky because it was all getting too expensive but I am regretting moving my broadband. If I could I would cancel immediately. I am going to post this review everywhere so hopefully I can prevent other people making the same mistake as me.
- Location
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- Location
- Bournemouth
- Reviewing
- Plusnet
- Date
- 2015-06-08
- Comments
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it was ok while we where with them,didnt reach the promised broadband speed ... but as i left i still was charged for another 6 months and i went threw the hell trying to get my money back!
- Location
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- Location
- Newcastle
- Reviewing
- Plusnet
- Date
- 2021-10-29
- Comments
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Living in a rural location I accept a slow connection speed and I only have a choice of BT or Plusnet (BT owned) as providers but the difference between BT and Plusnet is customer service and reliability, absolutely none on both with Plusnet, avoid them, they are deliberately poor, there is no need for the poor quality router, the awkward replacement to a better router, the terrible automated support Bot (useless) and the total lack of a person to speak to. I contacted the telephone support line after 2 days of no connection to broadband and the answerphone told me to call back another day as they're busy at the moment and then cut me off. I'm stuck with the lack of choices but that day is coming with rural broadband being available to me in the near future, goodbye BT and Plusnet, you will not be missed.
- Location
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- Location
- Bury
- Reviewing
- Plusnet
- Date
- 2020-12-14
- Comments
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Plus net ruined by extreme poor customer service spoke to an absolute idiot called Asad who would not help or answer questions that was asked when I requested to speak to a supervisor three times refused then transferred to someone else.
- Location
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- Location
- Blyth UK
- Reviewing
- Plusnet
- Date
- 2018-01-26
- Comments
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We switched to Plusnet around three years ago onto a usual broadband contract and had no real problem. Then we ordered their fibre service and oh my god what a mistake, it is seriously bad.
Some of the rooms in the house have zero internet and the ones that do get drop offs every few mins. The router is a really cheap nasty thing that isn't fit for purpose in my opinion.
Contacting their technical department is a complete waste of an hour waiting to speak to someone who when they eventually answer read through a scripted load of ***** about how to improve your speed/connection. The router is where their engineer sited it.
The speed we get is half of what we pay for. It really is terrible.
Oh and they are actually owned by BT.
Our contract ends in two months and it can't come soon enough. I wouldn't stay with them if they offered it free.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2015-11-13
- Comments
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Diabolical customer service. Ages to get through on the phone and advisors who blame the customer for any disagreement. I got hit with a £30 exit fee that I had no idea existed, even though I left OUT OF CONTRACT! This used to be a great company. Since being taken over by BT they seem to have adopted BT's shocking service standards. Shame - stay well away.
- Location
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- Location
- Kings Lynn
- Reviewing
- Plusnet
- Date
- 2016-01-02
- Location
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- Location
- Banbury
- Reviewing
- Plusnet
- Date
- 2017-08-16
- Comments
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I have recently received a lot of nuisance calls from witheld numbers, and have reported this to the police. They have advised me to contact Plusnet but I can't get to them at all. NO stars for ccustomer service!
- Location
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- Location
- Solihull
- Reviewing
- Plusnet
- Date
- 2018-11-18
- Comments
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After I joined Plusnet + fibre they took my landline number and was given another number so all my contacts did not know where I was. and have 100s, etc including doctor, dentist, clinics etc and hospitals etc.
- Location
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- Location
- Wimborne
- Reviewing
- Plusnet
- Date
- 2020-10-20
- Comments
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What a caring company! Having recently received a new router from them, I asked if they had a router without a blue light as it was affecting my seizures. The answer was no, but immediately they said I could get one on the open market, and would credit me with £35.00 towards it! They did not need me to return the old one. This is the sort of service you would expect from expensive providers. I thoroughly recommend them!
- Location
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- Location
- Stockport
- Reviewing
- Plusnet
- Date
- 2019-03-27
- Comments
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Have unlimited fibre and we still cannot stream netflix reliably, file downloads rarely get past 2 mb even though line says 25mb. Connection is reliable, bit like the tortoise, it gets there in the end, but the hare always wins, will move to Virgin when contract up.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-11-14
- Comments
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No internet connection for 72 days. I have spoken with over 15 different people in their tech dept & no one can arrange a fix. username: antvic
- Location
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- Location
- oswestry
- Reviewing
- Plusnet
- Date
- 2015-05-08
- Comments
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waited 4 weeks for plusnet bt guy to come out and do my line and 8 more days to get internet going not very happy will look else were next year
- Location
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- Location
- Redhill
- Reviewing
- Plusnet
- Date
- 2015-08-20
- Comments
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I choose PlusNet because they were supposed to have outstanding customer service. Well as good as you can get for an ISP. I have had nothing but problems with their CS team if you can call it that.
The online department are rude, waiting times to get through on the phone are ridiculous.
They take a payment from the wrong month and then punish me because of their mistakes. They even own up to it being their mistake and then still charge me the admin fees.
Now i know when i choose an ISP to pick the cheapest because good CS does not happen with an ISP.
I just hope this get out of jail free card in September is not a myth because i just want to leave and another 14 months of dealing with them is something i wouldn't wish on my worst enemy.
The worst part is its all over a 5er which is not alot at all but why should i pay for their mistakes.
The speeds have been great but the speeds would be the same with any ISP seen as they use the same lines. I wish i just stuck with TalkTalk atleast i know their CS team is awful.
AVOID IF YOU CAN
- Location
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- Location
- Scarborough
- Reviewing
- Plusnet
- Date
- 2021-05-18
- Comments
-
THE WORST COMPANY I HAVE EVER DEALT WITH!!! I called Plusnet back in October to cancel my policy as we were moving address and they didn’t provide internet in that area. We then called them again and made a payment of £50 and was told this was a cancellation fee which it wasn’t and instead we paid for a service we no longer needed in an area we no longer lived. While we were customers with plusnet they over charged us each month we were with them. This issues has been going on for over 6 months now with no resolution! Their customer service is shocking and It would be a shock if you called them and only spoke with the one person as we spoke with multiple issues with each call. I have set up over 3 complaints with Plusnet which have not been handled or even looked at for weeks at a time. DO NOT USE THIS COMPANY THEY WILL DRAIN YOU OF ALL YOUR MONEY AND YOUR TIME!!!
- Location
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- Location
- Christchurch
- Reviewing
- Plusnet
- Date
- 2014-12-02
- Comments
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I'm having to write this on my phone via 3G connection...really this says it all about my home Plusnet fibre connection. This isn't the first time it has failed to connect. Sometimes the speed reminds me of the days of dial-up.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-03-12
- Comments
-
It has been 15 days and Plusnet has failed to provide me a basic broadband service even though this was supposed to be an easy switch from an other supplier. Firs engineering visit was arranged one week after I informed that there is no service. And an other week passed with one missed engineering visit and assigning wrong type of engineer to the work. I had to wait at home for three slots (8 am to 1 pm) and now required to stay home again for a fourth time for another engineering visit. Nothing is so complicated than to start doing business with Plusnet. ı highly discourage anyone thinking to switch to them.
- Location
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- Location
- Chester
- Reviewing
- Plusnet
- Date
- 2016-02-21
- Comments
-
Worst internet provider going. Constantly cuts out and when it is working download speed is a third of what we are paying for. Spoken to customer services on a weekly basic and they constantly refuse to do anything about it. Now given up and waiting for contract to run out. Best advice to anyone, pay more for a more reliable company who actually care about the service they are providing you with.
- Location
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- Location
- Lancaster
- Reviewing
- Plusnet
- Date
- 2017-06-17
- Comments
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You can wait hours on the phone (no joke)trying to get through to PlusNet customer service - if you do finally get through you kinda wish you hadn't as they are so so poor. Internet just drops out -PlusNet told me this was because I was on ordinary Broadband but if I paid PlusNet sheds loads of money I could go fibre and that would sort the issue. hmm moved back to my previous supplier's standard broadband and all it well with my speeds and reliability again.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-08-18
- Comments
-
Stick with sky or bt.
Poorest broadband ever, very slow and I am yards from the exchange box. I think it's fraud and purposely slowed down as I never had this problem with onetel, o2, sky or bt. Avoid at all costs
- Location
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- Location
- SE17
- Reviewing
- Plusnet
- Date
- 2014-12-22
- Comments
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I have been with Plusnet for a year now. In that year the internet connection has been down daily for varying perids of time. For the past two months it has been constantly. I have had 5 engineers visit and none of them have fixed the problem. They saty for 20 minutes and they say there is a problem and they need to send someone else and then leave. I phone plusnet and they balme BT. I have been on this merry go round for two months now and none of them seem to want to solve the problem. Don't use. Use a more established company and don't bother with these cowbys.
- Location
-
- Location
- UK
- Reviewing
- Plusnet
- Date
- 2022-04-26
- Comments
-
Company SIM card deal was offered but no service provided within initial 3 weeks. Company shielding themselfs with technical issues that will be resolved within 24/48h for first 2 weeks and after they say it will take 12 months. No refunds, no contact to complaint except of rude customer service. Stay away
- Location
-
- Location
- Garstang
- Reviewing
- Plusnet
- Date
- 2015-09-14
- Comments
-
Customer service appalling. After 2 year sent an email to me to tell me they had put my premium up but sent it to another address.
Telephoned me to give me a better deal, asked me to hold then hung up on me.
Didn't reply to my letters phone calls etc.
Always had a long wait when reporting a problem Worst customer service ever. I'm with a new provider this week. Yippee!!
- Location
-
- Location
- South Croydon
- Reviewing
- Plusnet
- Date
- 2019-05-16
- Comments
-
Truly awful service! It's fully BT owned now, hence the lack of customer support! They also ship a rebranded old bt smart hub 5 router! That is still prone to stalling itself and constant WiFi Internet connection drops!
- Location
-
- Location
- England
- Reviewing
- Plusnet
- Date
- 2020-12-23
- Comments
-
Terrible WiFi no one has the right to have WiFi that bad they keep asking us to change channels and frequency and stuff like that but it did not work the pc can’t even pickup it other devices do pick it up but it’s still super slow so slow it’s almost false advertising they say they have good WiFi but they clearly don’t so don’t get tricked like I did and I hope we get to cancel the contract too. Plusnet, we do our worst
- Location
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- Location
- 'Fibre Broadband' ... Plus net 'we'll do you proud'
- Reviewing
- Plusnet
- Date
- 2016-12-08
- Comments
-
Im sure there are a few people in the country who are delighted with Plusnet and its fibre broadband service. Unfortunately i am one of the seemingly endless number of those who aren't. Since upgrading to Fibre from a terribly slow standard broadband service i have had not a single hour of regular broadband speed. Plus net technical have basically told me to run 5 speed tests which take around an hour each after fiddling with settings to turn off Wifi on the router etc, god help those who dont know how to do this as they sure as hell dont tell you how to.
I like things when they work and will praise when they do, i am not a negative only reviewer but i would strongly advise you chose against plus net. as they wont do you proud and i can only imagine why they were given an award for best broadband supplier recently.
We had a BT engineer visit for 4 hours, who was competent and knew his stuff, he said the issue was with plusnet and if i were with another supplier there would not be an issue.
As always, its not easy to leave such 'broadband' contracts without even more hassle and communication with people on the phone who clearly don't give a monkeys.
So, I am left with terribly slow broadband, fluctuating speeds, terrible customer service and tech support. All for £30 a month, bargain.
- Location
-
- Location
- Hoddesdon
- Reviewing
- Plusnet
- Date
- 2015-10-20
- Comments
-
Throttling seems to be endemic with budget providers.
Frequent drop out and times when no service available.
Glad I'm not paying huge sums for this.
- Location
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- Location
- Leigh-on-Sea
- Reviewing
- Plusnet
- Date
- 2021-09-17
- Comments
-
Plus net has cost me a fortune lately. Terrible WiFi for months, cant work from home, can’t watch iplayer etc or search google without dropping out all the time.
Engineer said nothing wrong with broadband, need new hub.
Plus net said it’s my devices causing the problem & nothing wrong with hub.
Had to pay plus net to leave their contract early now & joined BT. Funny how everything is perfect now I’ve got a new hub. Grrrrrrrrrr
Plus net- just don’t do it. What would a new hub have cost them? Now lost my custom & definitely lost my respect
- 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.