3,751 Customer Reviews over 94 pages
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- Location
- Peterlee
- Reviewing
- Plusnet
- Date
- 2023-01-15
- Comments
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For the first 12 month of the contract it just kept dropping out. had to reconnect all the time. Last 6 month of the contract got better, but still dropping out. Never ever plusnet for me.
- Location
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- Location
- GLASGOW
- Reviewing
- Plusnet
- Date
- 2023-01-14
- Comments
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I have been waiting 6 weeks now to get connected since my inital sign up date.
Trying to get any information from anyone at the company as to when I will be able to access the internet has been like corresponding with some organ of the Soviet bureacracy.
Brodband speed and reliability only get two stars becuase I have no idea whether or not they are any good yet so woud be unfair to judge too harshly.
- Location
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- Location
- Bridlington
- Reviewing
- Plusnet
- Date
- 2023-01-11
- Comments
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Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night.
Issues happen, I understand and it's how these things are resolved that count.
I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way).
Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't).
One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose.
I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised.
I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved.
Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better.
Avoid.
- Location
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- Location
- Portsmouth
- Reviewing
- Plusnet
- Date
- 2023-01-09
- Location
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- Location
- Ellon
- Reviewing
- Plusnet
- Date
- 2023-01-09
- Comments
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Does this company exist? we tried to move to Plusnet beginning Dec 2022 and we are still waiting to be sort out. the phone number is pointless as nobody answer the phone. I cannot say anything about broadband speed and reliability but Costumer services really bad
- Location
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- Location
- Worksop
- Reviewing
- Plusnet
- Date
- 2023-01-09
- Comments
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They are the worst company ever avoid they if they a agree something they do quite the opposite do yourself a favour say away from this terrible company all they are after is your the customer service is total terrible rude and tasty staff don't think about its customers DONT GO NEAR THEM AT ALL
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2023-01-08
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-01-07
- Location
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- Location
- NW England
- Reviewing
- Plusnet
- Date
- 2023-01-04
- Comments
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Made an order through Plusnet for my elderly disabled mum. Made an account, got everything in line, entered her bank details with her the lot. They never sent anything through and when I rang them up denied all knowledge of the account we had set up. Complete time wasters.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2023-01-04
- Comments
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I spent 3 months dealing with these clowns after ordering bb. 6+ missed appointments, multiple hour long phone calls and still no bb. I cancelled the order after they failed to show up again with no reason given. Avoid the scammers over at scamnet
- Location
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- Location
- Marlborough, Wiltshire
- Reviewing
- Plusnet
- Date
- 2023-01-02
- Comments
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Spend the money on a ‘big boy’, because this will consistently let you down…
Have been a customer for 6 unfortunate years. When previous contract expired, was given option to upgrade broadband capacity for a good rate - I should have known it was a lie. My WiFi is actually worse now than before. And customer service is non-existent! Really disappointing, bad value.
For example: I’m watching a film currently, and every 15 minutes the sound cuts out, then the screen freezes. I have to turn back a few minutes (if it will let me: otherwise exit and re-enter altogether), knowing it will happen again in a few minutes.
Not my problem if they regularly cannot meet the guaranteed MINIMUM speed we contracted.
Freeview is much more reliable; so if you can receive it - USE IT!!!
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2022-12-25
- Comments
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I have been with Plusnet for many years and until recently had no cause for complaint 2022 was a different matter - on renewing my contract I was not offered a particularly beneficial deal in comparison to the prices offered to new customers End of Oct my internet went down and was without it for over 10 days Explanation: Service Outage whatever that is Multiple calls with multiple tests of the line and eventually got it back but no refund for the days I paid for where I couldn't use it Now the Plusnet Email doesn't work - inbox just buffers and according to the 'Service Records' there are no major issues / maintenance going on This has been going on for some three weeks and after unfortunately being separated from family over Xmas due to covid - no chance of having my Xmas Zoom meeting on Christmas Day. I am also using the email to arrange a house move so not being able to look at messages really doesn't help. Always delays on the customer service phones too - No idea why the service is now so poor but I will soldier on for a few months until I move then I think I will have to change supplier - I am disabled and on a limited income - value for money and a quality service is priority for me and as I am clearly no longer getting it - just paying for an expensive dud!
- Location
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- Location
- Grimsby
- Reviewing
- Plusnet
- Date
- 2022-12-23
- Comments
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This service is awful. It’s a nightmare. They make a new problem for me every week. First, after my call at the begin of November they took 22.99 GBP from my account and we were agreed about that that my plan is 22.99 GBP per month. I switched the broadband from John Lewis to Plusnet. I should receive the router at the end of November, but it didn’t come. I called after few days and somehow they ordered and cancelled delivery twice. So, they ordered again and it came finally. Then they said that I have to receive an email on the 14th of December and after that, they can connect the broadband to my house. Ok, but then John Lewis took 47 GBP from my account. They said that they will send me my money back, but they didn’t. I didn’t receive any email on 14th of December. So, I called them and they sent me an email and after that only I could get a broadband connection to my house. I’ve tried to connect and it didn’t work. So, I’ve had to call them again. They forgot to connect the broadband to my house
- Location
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- Location
- Oxon
- Reviewing
- Plusnet
- Date
- 2022-12-20
- Comments
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Our contract run is couse, so we changed BT solo for £21.95 per month
Plusnet/ BT did not process the change over and kept us on £60 per month.
Both plusnet and BT solo were no help
refusing to give us the £21.95 rate as promised and only offering £26.95
not to be trusted
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2022-12-20
- Comments
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AVOID, AVOID. Kept delaying connection and do not answer calls. I cannot believe how woeful the service is, diabolical doesn't even come close to describe how bad. Biggest regret and worst service from anyone I've ever had. Should be investigated by Trading Standards for selling a service not fit for purpose. Stupid adverts are a reflection of what to expect. Disgusted beyond belief.
- Location
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- Location
- Durham
- Reviewing
- Plusnet
- Date
- 2022-12-16
- Comments
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Oh my goodness I've never had worse service! Paying for fibre but connection is ridiculously slow, intermittent and struggles with more that one or two devices connected. Complaints to customer service got me no where and despite never having received their guaranteed minimum speed I was charged a hefty cancellation fee. Avoid!
- Location
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- Location
- North Norfolk
- Reviewing
- Plusnet
- Date
- 2022-12-11
- Comments
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I have been with plusnet for 20 years now. The first year I had dial-up then progressed to adsl broadband. Always had a reliable service. Two months ago I bit the bullet and upgraded to FTTC fibre. Change over occured on the agreed date, but the new speed was variable, sometimes it was slower than my previous 17mbps broadband. I reported the problem to them (I was surprised to find I was only on hold for about 3 minutes!) Anyway they did a remote test on my line and diagnosed a potential issue with my house line, so arranged for an openreach engineer to visit later that week. The engineer arrived at the arranged time and diagnosed a faulty master socket. He replaced it, and tested again. Problem fixed! I now have a rock solid 39mbps download speed. 5 stars for plusnet from me!
- Location
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- Location
- Dudley
- Reviewing
- Plusnet
- Date
- 2022-12-08
- Comments
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terrible service, my engineer was supposed to be here Monday the 5th Dec didnt arrive, heard nothing tried to contact Plusnet over passed three days clocked up 9 hours 22 mins waiting to speak to customer service! more like sales prevention I was ringing to try and sort out the problem but now not interested in dealing with such a poor company cancel my deal mind you havent done anything to cancel!!
- Location
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- Location
- Heywood
- Reviewing
- Plusnet
- Date
- 2022-12-07
- Comments
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plusnet have terrible customer service. I was without my landline for four weeks which I rely on heavily to communicate with elderly relatives who I care for- and now to add insult to injury Plusnet have disputed that I had no landline service so that they can get out of paying compensation even though it was clearly logged at every call to them to resolve the landline issue. I would not recommend them and its a shame that their customer service is so dreadful.
- Location
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- Location
- Ammanford
- Reviewing
- Plusnet
- Date
- 2022-12-05
- Comments
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No issues with reliability, though everything else is woeful. 200kps is mid 1990s broadband speeds. Ring up to complain and they just tell you it's your wireless network which is slow, though I use the router via Ethernet.
So basically it's a complete scam, pay for a package promising 30Mps, get barely 1% of that whilst they lie to you again on the phone.
- Location
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- Location
- Daventry
- Reviewing
- Plusnet
- Date
- 2022-12-05
- Location
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- Location
- Rugeley
- Reviewing
- Plusnet
- Date
- 2022-12-05
- Location
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- Location
- Wilmslow
- Reviewing
- Plusnet
- Date
- 2022-12-04
- Comments
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Cancelled this in April. It is December now and still charging me double what was in the contract and it doesn't even work
- Location
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- Location
- GUISELEY
- Reviewing
- Plusnet
- Date
- 2022-12-03
- Comments
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Shambloic customer service
Upgraded to full fibre ,now have worse/ no internet.
Have called customer service over 6 weeks most are usless and palm you off to different departments or blame engineers!!
The ones that do have teeth have them to lie through
Absolute disgrace how we have been treated and no sign of my internet been resolved
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-12-02
- Comments
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Worst customer service I have ever experienced. Numerous sales advisors told us they could install our broadband before they actually could. Cancelling the service took multiple phone calls where I was placed on hold, often for over an hour. We then couldn’t install our new service for several weeks because they didn’t inform openreach of the cancellation.
- Location
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- Location
- Kirriemuir
- Reviewing
- Plusnet
- Date
- 2022-11-27
- Comments
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Unable to use Instagram, Facebook, YouTube and most other things on my iPad without repeatedly closing apps down, hard to believe there was worse than BT but for over a year I have suffered with internet from 1995, do not recommend.
- Location
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- Location
- St Albans
- Reviewing
- Plusnet
- Date
- 2022-11-21
- 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
- South Staffordshire
- Reviewing
- Plusnet
- Date
- 2022-11-17
- Comments
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Unfortunately unable to give no stars for overall satisfaction or customer service. I would definitely not recommend Plusnet, we were left with no broadband for over 30 days and 4 missed Engineer appointments with no explanation or apologies. It created huge issues as I work from home and took 3 annual leave days waiting for non existent engineers, a month on still awaiting compensation...AVOID!!
- Location
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- Location
- Cramlington
- Reviewing
- Plusnet
- Date
- 2022-11-14
- Comments
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Well I'm amazed that Plusnet have the cheek to say they have award winning customer service. Not only did I lose service for the second time and never received a satisfactory answer as to why, for the second time I never received any compensation which allegedly is automatically granted for loss of service. Lost faith in this shambolic company and starting to review a replacement provider.
- Location
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- Location
- preston
- Reviewing
- Plusnet
- Date
- 2022-11-14
- Comments
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there just bad bad bad and ermmmmmm awful my 1st time with threm never again never had a bb issue in over a decade with any 1 else but these fools god damn awful constant drops every night knocks out any thing and everything they dont give a damn cannot believe these fool are still in busniess other than oh yes offering cheaper BB to join and it runs fine till a few wks after ya cooling off period ends funny that huh ? i was told by a mark its my microwave so best toss that out huh ??? they are a joke
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2022-11-12
- Comments
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Oh gosh,been with Plusnet for years upgraded to fttc broadband but it's sooo up and down and of late it's showing speeds which are around adsl range ???
- Location
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- Location
- Eastleigh
- Reviewing
- Plusnet
- Date
- 2022-11-12
- Comments
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The broadband was fine while we had it. Our problems started when we had to cancel our contract with them. When I called to question the cancellation fee amount I was told we wouldn't have to pay one so I thought great!! A month later nearly £200 was taken from our account! I have since made 7 phone call as to why this money was taken when we were told it wouldn't be and have had no response from any of them. This is the worst customer service I have ever dealt with.
- Location
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- Location
- Newton aycliffe
- Reviewing
- Plusnet
- Date
- 2022-11-11
- Comments
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AVOID AT ALL COST.
this Internet cannot even run an xbox. Once you get up and running they will not help and will tell you lies constantly and only interested in getting your money
- Location
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- Location
- St Helens
- Reviewing
- Plusnet
- Date
- 2022-11-10
- Comments
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I've been with Plusnet for 5 years now and I've only ever had one issue which was resolved within a few days. They have always had the cheapest deals (if your willing to haggle) I pay for upto 74 Mbs and I get a pretty constant 72 Mbs with hardly any slow down at all. I'm about to upgrade to a full fibre (FTTP) contract so hopefully I'll continue to experience great service.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2022-11-10
- Comments
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Had a telephone issue that I diagnosed as an exchange fault from Internet sites. Went onto Plusnet robot problem solver that went through various checks quickly and decided that I needed to talk to a human.
A cheerful Plusnet guy with a "proper" Sheffield accent rang me. Went through some more checks and agreed with my diagnosis. He reported it to Openreach, told me how long it would take to solve and assured me that Plusnet would be checking to see that it was done.
He then asked me how Broadband was working and is sending me a more up-to-date router free of charge.
Fantastic Service!
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-11-09
- Comments
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Very bad service. Can only use one device at one time and even then keeps on losing connection most of the time.
We were told of a refund will be made but only a small amount and not for all the time we have been having problems. Charging too much as well.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2022-11-07
- Comments
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Worst broadband and expensive. Can hardly use the internet without interruption and no chance of using another device at the same time.
Keep on losing connection all the time.
- Location
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- Location
- Cornwall
- Reviewing
- Plusnet
- Date
- 2022-11-05
- Comments
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Wifi only reliable in one room. Had to point out incorrect pricing and have it corrected. When moving house the customer service was bad, given incorrect information and the advisors were pushy and impatient. Wouldn't use again, has gone downhill.
- Location
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- Location
- Suffolk
- Reviewing
- Plusnet
- Date
- 2022-11-03
- Comments
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I would have given 5 stars yesterday but today I will go out of my way to diminish any confidence anyone has on this company! My experience is so bad I want to ensure my voice is heard and that I spread this experience as far as I possibly can and raise awareness of this stupidity!
I have had wat I would consider perhaps the worst possible experience with any company ever!
Everyone is so focussed on adhering to policies an procedures imposed by PlusNet that customer care is completely thrown out of the window. God forbid any of you thinking outside the box and deviation from their script. The thing is that I don't understand why such low paid employees care so much about how satisfied their team leader is as opposed to how satisfied their customer is! Incapable of making decision that favour the efficiency of service and the resolution of their queries. Simply mind-boggling!
I requested a house move and was miss-led from the start, I was promised no service interruption and I was told that my services would terminate 24hrs before the new services go live, under that mutual agreement I agreed to upgrade my package to the Full Fibre my current Fibre Extra. With that in mind and agreed, I then find a few days later I receive a series of messages and Emails stating that my services will terminate on the 14th and my new house services will be commencing on the 24th which is a 10 day interruption (please understand this was not explained nor was this agreed by myself)
I have had to take time away from work and spend money on a stupidly long phone call at 43p minute to an 0800 number to resolve an issue you have created yourself, and none of your 9 advisors but 1 (Molly) was able to see anything fundamentally wrong with this.
I do not believe that you are capable of handling a customers this was and still think you are doing the right thing? I am so angry I don't think I have ever been this stressed in my life.
Why can't you staff have an internal direct line to other departments, go away and come back and relay the issue at hand? Why do I have to be bounced around like a 'tennis ball' with no context provided onto the next advisor and no care shown only deep disregard: "Well ill pass this idiot onto to someone else and he's no longer my problem" that's the level of service your people give! And before you say that is not, think this is definitely how it comes across.
Why should I be passed through 8 or 9 advisors and spend so long on a call for an issue that could have been resolved in 5 minutes however more fundamental to that would be to set the consumer's expectation right from the start instead of miss-guiding the consumer in order to secure an Upgrade.
Ultimately you are at fault, you are unable to resolve a query efficiently, you provided inaccurate information from the start, you did not provide me with accurate expectations and you were incapable of resolving the query in an efficient manner, with this in mind I think you need to take a look at your level of service immediately.
- 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.